Aetna reported that trust between US healthcare providers and insurers remained broadly stable in the third quarter of 2026, following improvements earlier in the year. The insurer’s latest quarterly survey also found declining concerns about prior authorization and increased interest in real-time patient information and artificial intelligence.
The average payer-provider trust score reached 6.0 on a 10-point scale, compared with 6.1 in the second quarter and 5.4 in the first quarter, according to the Aetna Provider Survey conducted by Morning Consult.
- Payer-provider trust averaged 6.0 out of 10 in Q3 2026, compared with 6.1 in Q2 and 5.4 in Q1, according to Aetna’s survey of 727 US healthcare providers.
- Administrative burden remained a leading concern for 67% of providers, down seven percentage points from Q2, as confidence in prior authorization improvements increased.
- About 90% of providers believe AI is already helping address healthcare fraud, waste and abuse, while 30% want insurers to use AI to identify suspicious claims.
Half of surveyed providers said health insurers make decisions that prioritize patient well-being, an increase of two percentage points from Q2 and six percentage points from Q1.
Another 52% said insurers consistently fulfill their commitments, while 56% reported receiving clear and understandable information. Both measures were unchanged from the previous quarter.
Building trust remains our priority, and I am pleased to see the payer-provider trust scores remain strong. Deepening our provider relationships helps us partner closely to improve access to affordable care and makes it easier for members to navigate the health care system.
Steve Nelson, Executive Vice President of CVS Health and President of Aetna
“We have more work ahead of us but I am encouraged to see providers are recognizing Aetna’s investments to reduce friction and improve transparency,” said Steve Nelson.
Healthcare providers report lower administrative burden
Administrative requirements remain a significant challenge for healthcare professionals, although the proportion identifying them as a leading concern has declined.
In Q3, 67% of providers cited administrative burden as their top challenge, down seven percentage points from the second quarter.
Administrative work also lost its position as the most frequently anticipated challenge over the next five years. Providers now expect having sufficient time with individual patients to become their greatest concern.
The survey found improving perceptions of insurers’ efforts to simplify prior authorization requirements.
Among respondents who identified administrative burden as a top challenge, 27% cited prior authorization as its main contributor, compared with 31% in Q2.
More than half of providers expecting improvements in prior authorization attributed their confidence to automation and industry-wide commitments to accelerate approval turnaround times. That proportion increased from approximately 40% in the previous quarter.
Real-time patient information becomes a priority
Medical records management remains the largest reported source of administrative work.
Among providers who identified administrative burden as a top concern, 58% named updating patient medical records as its biggest contributor, an increase of five percentage points from Q2.
When asked which action insurers could take to address their current challenges, nearly one-third of respondents selected providing real-time patient information, making it the most frequently cited recommendation.
The findings also indicate increasing recognition of interoperability’s potential benefits for patient care.
Among providers expressing confidence in technology, 25% credited interoperability with improving member outcomes, seven percentage points higher than in the previous quarter.
Access to current patient information could help address administrative challenges associated with maintaining medical records and coordinating care, areas providers identified as priorities for insurer investment.
Providers support AI to reduce healthcare fraud and costs
The survey found broad agreement among healthcare professionals that fraud, waste and abuse require greater attention.
Approximately 94% of respondents considered these problems an issue the US healthcare system needs to address. Nearly 60% identified lower overall healthcare costs as the principal benefit of reducing fraud, waste and abuse.
Most respondents, or 57%, estimated the annual financial impact on the healthcare system at between $100 bn and $499 bn. These figures represent providers’ estimates rather than independently measured losses.
Artificial intelligence in health emerged as a preferred tool for identifying potentially fraudulent activity.
Approximately 30% of providers recommended that insurers use AI to flag suspicious claims or patterns, making it the most frequently selected action for addressing fraud, waste and abuse.
Nearly nine in 10 respondents believed insurers could realistically reduce up to half of fraud, waste and abuse each year. Around 90% also said AI was already helping address these problems.
The findings indicate substantial provider support for AI-assisted fraud detection, alongside growing expectations that technology can reduce administrative demands and improve information sharing.
Aetna Provider Survey methodology
The national survey was conducted by Morning Consult during the third quarter of 2026. It included a representative sample of 727 US healthcare professionals and industry leaders, including hospital system executives, physicians, nurses, pharmacists and health information technology executives, including chief technology officers and chief information officers. The overall margin of error was ±4 percentage points.
Aetna conducts the survey quarterly to assess healthcare providers’ perceptions of insurers, identify operational challenges and track changes in payer-provider relationships.
The research examines current concerns and expectations for the coming years, providing feedback intended to inform efforts to improve transparency, administrative processes and cooperation between insurers and healthcare providers.
Aetna, part of CVS Health, serves an estimated 37 mn people through medical, pharmacy, dental and behavioral health insurance products and related services. Its operations also include voluntary and consumer-directed coverage, medical management, Medicaid healthcare management, workers’ compensation administration and health information technology services.
