Where UnitedHealth says its AI investments are paying off

UnitedHealth Group's plans to invest $3 billion in AI initiatives over 2026 and 2027 is paying off throughout the organization, the company said. 

Nearly every provider and consumer interaction now uses AI, UHG executives said during a second-quarter earnings call on Thursday. Customer advocates receive predictive insights and real-time data during conversations, enabling faster and more personalized support while improving provider and consumer satisfaction. AI is also helping identify members who may be in distress, allowing UnitedHealth to proactively reach out with concierge-style support before health issues escalate.

"Deployment of AI and other advanced technologies like it are a key and critical focus area across" UnitedHealthcare (UHC), said Timothy John Noel, CEO of the UHC unit, according to an S&P transcript of earnings call on Thursday. UHC is the company's health benefits business.

"It's also a big enabler of our modernization agenda that we're advancing rapidly," he said. "It's unlocking a lot of game-changing opportunities to improve consumer and care providers' experiences and make the system operate a lot more efficiently at the same time."

Operationally, AI is automating complex claims that previously required manual review. Executives said these systems process claims with greater accuracy, reducing administrative costs. AI technology is also improving interoperability between UnitedHealth and health systems by enabling real-time data sharing that reduces delays and streamlines care coordination. 

UnitedHealth executives also noted that AI's role in analytics is improving visibility into business performance and enabling more responsive underwriting across its commercial and Medicare businesses. 

One of the company's top goals is to use AI to process 80% of prior authorizations in real time by the end of 2027. According to Noel, creating a largely touchless authorization process will reduce administrative back-and-forth between providers and health plans and improve the experience for both clinicians and patients, while generating significant operational efficiencies.

UHG reported adjusted earnings per share of (EPS) $6.38, compared to $4.08 for the same period in 2025. The health giant also reported total revenue of $112 billion for the second quarter, which was consistent with the prior year, and earnings from operations of $8 billion for the quarter, which grew 55% year-over-year. This significant improvement reflects product and portfolio actions by the organization over the past year along with more focused and consistent management, according to Wayne Scott DeVeydt, UHG's executive vice president and chief financial officer.

UnitedHealth also raised its full-year adjusted EPS guidance to a range of $19.50 to $20, with slightly more earnings projected in the third quarter relative to the fourth. DeVeydt also reported that the company is increasing its full-year operating earnings outlook for UnitedHealthcare to at least $12 billion and for Optum Health to at least $2.2 billion.