Aetna 2009 Annual Report Download - page 5

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Built on four pillars – segmentation, integration, consumerism and operational excellence – Aetna’ s
strategy keeps our customers in the center of the work we do every day, creating value and giving them
a differentiated brand experience. It’ s this unwavering commitment to the people we serve that has once
again earned us a place among Fortune magazine’ s most admired companies. For the third year in a
row, Aetna received the top ranking as the most admired company within our industry.
In 2010, our emphasis will remain on being flexible to meet the changing and competitive marketplace.
I believe that our customer-focused strategy will continue to serve us well. We are financially strong and
strategically positioned to capitalize on marketplace opportunities, including international expansion and
health care reform.
Shaping the future of health care
We have witnessed history being made with the recent passage of health care reform. From a business
perspective, we are aggressively working to determine the impacts this legislation may have on our
operating environment and market dynamics. We remain confident that our diverse portfolio of high-
performing businesses positions us well in a post-reform world. We recognize that additional regulations
will need to be enacted in order to bring further clarity to the law, and we will continue to play an active
role during the lengthy implementation process until all of the legislation’ s provisions take effect in
2014. Given the likelihood of new costs for our members as a result of the legislation, we expect
to focus our efforts on lessening the impact of these changes on customers’ premiums. And, we will be
actively involved when the nation inevitably turns its attention to the additional reforms needed to
address the many underlying factors that are driving soaring health care costs.
Working to improve our performance in 2010
Aetna’ s long history is a testament to our adaptability. We have weathered difficult times before, only to
emerge stronger and more successful. In 2010, we are taking action to improve our performance
informed by a thorough analysis of the business challenges we will face as the economy begins to
recover. Long term, we anticipate being able to profitably grow our already strong franchise, enabling us
to break new ground in terms of new markets, products and services, both in the United States and
abroad. Most important, I am confident we have the strategy, talent and determination to succeed.
As we did last year, in an effort to conserve environmental resources, our traditional summary Annual
Report is available in an online format. Please visit www.aetna.com/2009annualreport to learn how we
are creating value and shaping the future for those we serve.
Thank you for your investment in Aetna.
*For J.D. Power and Associates 2009 Call Center Certification ProgramSM information, visit www.jdpower.com.