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Yet there is another factor that has a significant influence on workforce wellbeing and organizational performance: health literacy.

Health literacy refers to an individual's ability to find, understand, and use health information to make informed decisions about their health. It influences everything from seeking medical advice and navigating healthcare systems to understanding preventive care and insurance benefits.

Traditionally viewed as a public health issue, health literacy is increasingly becoming a business issue. As organizations navigate rising healthcare costs, evolving employee expectations, and growing demands on workforce productivity, helping employees make informed health decisions is becoming an important part of building healthy, resilient, and high-performing workforces.

The hidden cost of health illiteracy

One of the biggest misconceptions about healthcare access is that availability automatically leads to better health outcomes.

In reality, many people struggle not because healthcare services are unavailable, but because they are unsure how to use them effectively.

Most leaders will recognize this challenge. An employee ignores persistent symptoms because they are uncertain whether medical attention is necessary. Another, delays seeking support because they do not know where to start or what their insurance covers. Others struggle to distinguish credible health information from the overwhelming volume of advice available online.

What begins as a manageable health concern can become more complex over time, affecting wellbeing, productivity, and performance. In some cases, this contributes to absenteeism. In others, it manifests as presenteeism, where employees remain at work but are unable to perform at their best due to underlying physical or mental health challenges.

"Poor health literacy can contribute to avoidable healthcare costs, delayed treatment, and lower engagement with preventive care. It can also undermine broader workforce efforts around resilience, retention, and employee experience," says Leah Cotterill, CEO of Cigna Healthcare Middle East and Africa.

"Organizations have invested significantly in supporting workforce wellbeing. Ensuring employees can confidently navigate healthcare and make informed decisions about their health is becoming an increasingly important part of maximizing the value of that investment."

Why health literacy matters more than ever

Across the UAE and wider region, organizations are managing increasingly diverse workforces whose employees often have very different experiences of healthcare systems, insurance models, and approaches to care.

At the same time, healthcare itself has become more complex. Employees today often have access to a wide range of services that extend beyond traditional doctor visits, including telehealth consultations, mental health support, preventive screenings, wellbeing programs, and digital health tools.

This is taking place against a backdrop of increasingly complex health challenges. Rising rates of chronic disease, burnout, and mental health concerns require individuals to take a more active role in managing their health than ever before. Supporting employee wellbeing is therefore no longer just about providing healthcare coverage, but helping employees navigate available resources and make informed decisions.

Employees who feel empowered to do so are more likely to seek support early, engage with preventive care, and make better use of the services available to them. Over time, these behaviors contribute to healthier, more resilient, and more productive workforces.

A critical component of workforce resilience

The business case for health literacy becomes particularly clear during periods of uncertainty. In times of change, workforce resilience increasingly depends on employees having the knowledge and confidence to manage their physical and mental wellbeing effectively.

The challenge is often not whether support exists, but whether employees know how to find it, understand it, and use it when they need it most.

Recent utilization trends suggest that when employees are aware of available support and understand how to access it, they are willing to use it. During a recent period of heightened uncertainty in the region, utilization of Cigna Healthcare's Employee Assistance Program increased by more than 140% compared with the same period the previous year, reflecting growing demand for both emotional wellbeing and practical support services.

The growing adoption of digital healthcare solutions reinforces this shift. Telehealth, for example, has transformed how many employees interact with healthcare by providing faster and more convenient access to clinical advice. According to Cigna Healthcare's 2025 International Health Study, 61% of UAE residents report positive views toward digital healthcare solutions and artificial intelligence in healthcare, particularly when they improve convenience and reduce waiting times.

"We consistently see that when people understand the support available to them, they seek help earlier," says Dr. Charu Thadani, Head of Clinical at Cigna Healthcare Middle East. "That can be as simple as using telehealth for initial advice or reaching out for mental health support before issues become more complex."

A shared responsibility

Addressing this challenge requires collaboration across employers, insurers, healthcare providers, and employees themselves.

For employers, providing benefits is only part of the equation. Equally important is helping employees understand those benefits through clear communication, ongoing education, and practical guidance that supports informed decision-making.

For insurers and healthcare providers, the opportunity lies in simplifying information and helping individuals navigate care with greater confidence. When organizations work together, employees are better equipped to seek care early and manage their health more effectively.

As part of this commitment, Cigna Healthcare recently launched a region-wide health literacy initiative focused on making health insurance easier to understand and apply in everyday life. The initiative is designed to help people better understand their coverage, navigate available services, and make more informed decisions about their health.

Ultimately, health literacy is about ensuring that healthcare benefits deliver the value they were designed to provide.

As workforce expectations continue to evolve and healthcare systems become increasingly complex, organizations that invest in health literacy will be better positioned to build healthier, more resilient, and more engaged workforces. Because access to healthcare is only the first step. The real value comes when employees understand how to use it.

To learn more about Cigna Healthcare’s health literacy initiative, visit their health literacy hub.