Aetna 2001 Annual Report Download - page 11

“At the heart of what we do every day is
the promise we made when our members
chose Aetna for their health plan.We want
to be certain that they benefit from all plan
features, and that we deliver outstanding
customer service, as defined by the quality
of each interaction and service experience.”
 . 
Vice President, Customer Service
Getting it Right
Our customers want peace of mind. We can put them at ease by improving the
quality of service with greater simplicity and fewer hassles.
Our customers expect us to fulfill their expectations the first time, every time.
To process claims correctly and to provide courteous, professional service that
satisfies their needs.We call this “getting the basics right,” and it’s the core of our
service strategy.
Our innovative First Claim Resolution program is increasing the number
of claims that are paid right the first time.This avoids the rework, delays and
customer dissatisfaction associated with multiple submissions.
Our First Call Resolution program seeks to give our members the right
information and service they need in just one call.Our customers assume that we
will respond to telephone inquiries without delays, internal hand-offs or the need
to call back for follow-up.
We are responding to our members’ desire to make the health care expe-
rience simpler and easier to understand. Our InteliHealth®Web site and Aetna
Navigator™, our online health information and benefits management tool, are giving
customers the information they need to access the best possible health care.

%
-
Claim turnaround time improvement
%
-
Average speed of answer improvement