Artificial intelligence is becoming an increasingly important part of the health insurance experience, and UnitedHealthcare is accelerating that shift.
According to an October 26, 2026, report from Fierce Healthcare, UnitedHealthcare has expanded access to Avery, its generative AI-powered member assistant, to 21 million members across its commercial, Medicare, and Medicaid businesses.
The expansion reflects a broader effort to simplify how members access coverage information, understand benefits, and navigate healthcare services.
For independent Medicare agents, the development highlights an important industry trend: Insurance carriers are increasingly using AI to handle routine member interactions, while personalized guidance and complex coverage decisions remain important opportunities for human expertise.
Avery is a generative AI companion designed to help UnitedHealthcare members navigate their health insurance coverage through conversational interactions.
Accessible to eligible members through the UnitedHealthcare mobile app and myuhc.com, Avery can help answer questions about:
Rather than requiring members to search through multiple portals or contact customer service for every question, Avery brings information together through a conversational interface.
UnitedHealthcare is also developing additional capabilities, including the ability for Avery to contact providers and schedule appointments on behalf of members.
For agents offering UnitedHealthcare Medicare Advantage products, understanding these digital resources can be another valuable part of supporting clients.
Agents interested in offering UnitedHealthcare plans can explore UnitedHealthcare Medicare Advantage contracting and agent resources through PSM Brokerage.
Source: UnitedHealthcare Avery Announcement.
When UnitedHealthcare first introduced Avery in March 2026, the AI companion was available to approximately 6.5 million employer-sponsored health plan members and 160,000 Medicare Advantage members.
By October, availability had expanded to 21 million members, exceeding the company's originally announced year-end target of 20.5 million.
UnitedHealthcare also reports that Avery has successfully resolved approximately 90% of member interactions, with the remaining interactions eligible for transfer to a human customer service advocate.
This figure is company-reported and does not independently establish the accuracy of every response or overall member satisfaction.
The expansion demonstrates how quickly AI is moving from an emerging technology to an established component of health insurance customer service.
Source: Fierce Healthcare, October 26, 2026.
Although Avery supports members across several insurance markets, its expansion has implications for Medicare agents who help beneficiaries evaluate coverage, understand benefits, and navigate carrier services.
As AI assistants become more accessible, Medicare beneficiaries may increasingly turn to carrier technology for straightforward questions about deductibles, claims, provider participation, and coverage details.
For agents, this creates an opportunity to focus on services that extend beyond basic information retrieval.
Helping clients understand how their coverage aligns with their healthcare needs, financial situation, and personal priorities remains an essential part of the agent relationship.
One way to strengthen that process is through a structured assessment. PSM's guide to the benefits of using a client needs assessment form explains how agents can uncover coverage gaps, identify client priorities, and build stronger relationships.
An AI assistant can retrieve coverage information, but that does not automatically make it a substitute for individualized insurance guidance.
Medicare agents continue to provide value by helping clients:
This personalized approach is especially important as agents navigate changing Medicare Advantage carrier strategies, plan availability, and compensation structures.
For additional perspective, explore PSM's analysis of the new economics of Medicare Advantage commissions.
The opportunity for independent agents is not necessarily to compete with AI on speed. It is to provide context, informed recommendations, and ongoing support when clients need more than a quick answer.
Carrier-provided AI assistants may also become useful resources for agents supporting existing clients.
For example, if a beneficiary can use Avery to locate a claims update or check a network provider, an agent may spend less time helping clients navigate routine administrative processes.
This could create more opportunities to focus on annual coverage reviews, client retention, and relationship development.
However, agents should encourage clients to verify important information, particularly provider participation, cost-sharing, and coverage limitations, through official carrier resources and plan documents.
AI-generated responses should not replace formal coverage determinations, current provider verification, or applicable plan materials.
For agents looking to strengthen client conversations, PSM also provides compliant Medicare sales scripts designed to support effective communication and regulatory compliance.
UnitedHealthcare's investment in Avery is part of a larger effort to incorporate artificial intelligence into healthcare operations.
In its initial announcement, UnitedHealth Group outlined plans to invest $1.6 billion in AI during 2026, with Avery joining a growing collection of AI solutions across the organization.
This investment reflects the expanding role of automation, digital support, and AI-powered experiences throughout the insurance industry.
But AI's influence extends beyond carrier operations.
Consumers are also using tools such as ChatGPT and other AI-powered search platforms to research insurance questions, compare services, and identify local insurance professionals.
That creates another consideration for independent agencies: Will prospective clients be able to find your business as AI becomes a more common starting point for research?
Maintaining accurate business information, publishing helpful educational content, and developing a credible online presence can help agencies improve their visibility as consumer search behavior evolves.
For practical strategies, read PSM's guide on how insurance agents can get found in AI search results.
As carriers expand their use of artificial intelligence, agents should consider how emerging technology fits into their own business strategies.
1. Stay informed about carrier technology.
Understand which digital tools are available to clients, what they can do, and where their limitations exist.
2. Emphasize personalized guidance.
Focus on comprehensive needs assessments, coverage comparisons, and long-term relationships that help differentiate independent agents from automated services.
3. Use technology to improve efficiency.
Explore tools that streamline quoting, enrollment, customer communication, and follow-up. Technology should support your business operations without replacing the personal attention clients expect.
4. Continue providing post-enrollment support.
Help clients understand when to use carrier resources and when to contact their agent for personalized guidance. Proactive annual reviews and clear communication can strengthen long-term relationships.
5. Invest in ongoing education.
As insurance products, regulations, and technology evolve, continuing education becomes increasingly important.
PSM's free Agent Academy offers training for independent agents covering Medicare sales, client retention, marketing, technology, and business growth.
UnitedHealthcare's expansion of Avery to 21 million members represents another significant step toward AI-powered health insurance administration.
While AI may make routine information easier to access, independent insurance agents continue to offer something technology cannot fully replicate: personal relationships, individualized guidance, and an understanding of each client's unique circumstances.
The future of insurance service will likely involve a combination of digital convenience and human expertise.
For Medicare agents, the goal should be to embrace useful technology while continuing to deliver the personal attention that builds trust and lasting client relationships.
At PSM, we help independent insurance agents navigate industry changes through carrier access, training, marketing resources, and dedicated support.
Whether you're expanding your Medicare portfolio, strengthening your client relationships, or exploring new technology, PSM provides resources designed to help your business grow.
Interested in adding UnitedHealthcare Medicare Advantage plans to your portfolio?
Explore UnitedHealthcare Medicare Advantage Opportunities With PSM Brokerage