Aflac 2009 Annual Report Download - page 24

We’ve got you under our wing.
00 01 02 03 04 05 06 07 08 09
Japan U.S.
10.5
6.6 6.3 6.6
7.5
8.5 8.9 9.0 9.3
$11.3
Benefits and
Claims
(In billions)
Aflac paid or provided for
$11.3 billion in benefits for
policyholders in 2009.
level of the Aac family from our sales force
to employees, managers, ofcers, and
board of directors – it has become a part
of our culture. Recognized as one of the
top childhood cancer centers in the country
by U.S. News & World Report, the Aac
Cancer Center treats more than 370 new
cancer patients each year and follows more
than 2,500 patients with sickle cell disease,
hemophilia, and other blood disorders. The
Aac Cancer Center features three hospital
campuses with doctors and researchers who
coordinate with child life specialists, social
workers, chaplains, teachers, psychologists,
and nancial coordinators to treat and
support patients in all aspects of life.
Employing Emerging Technology
Means Efficiency, Effectiveness,
and Excellence
We continually adopt cutting-edge
technology solutions to streamline
transaction processing for policyholders
and sales associates alike. For the last
16 years, our proprietary, laptop-based
enrollment system has improved our ability
to process sales. Our current version,
SmartApp Next Generation® (SNG),
helps further streamline the enrollment
process. SNG enabled Aac to process
approximately 67% of policy applications
in 2009 without any human intervention.
In 2009, 91% of our applications for
coverage were electronically submitted
using SNG and other Internet-based
programs. We have expanded SNG so
that many of the functions that previously
could only be accessed via computer can
now be accessed through many other
portable devices.
We have also employed technologies
that improve internal processing and
efciency, and provide consumers with
greater choice and convenience. At
year-end, more than 178,300 accounts,
or approximately 40% of our total
accounts, were registered with our
Online Billing system to reconcile their
invoices and submit policy service
requests, compared with 30% at the
end of 2008 and 23% in 2007. In fact,
more than 80% of all new accounts are
set up with Online Billing from day one,
resulting in more efcient and accurate
billing, reconciliation, and service to our
payroll accounts.
In July 2009, we introduced Success
Trax, which is a tool that benets all
levels of our sales force. At the sales
associate level, this technology helps
streamline information about their
contacts, presentations, sales, referrals,
and enrollments. At the sales coordinator
level, it allows sales management to track
the activities, progress, strengths, and
weaknesses of those who report to them
so they may proactively coach agents
on their team and address any emerging
issues or need for improvement.
Founded in 1946 and headquartered in Plainview,
New York, Alure Home Improvements
started out as a small company that specialized
in selling and hanging wallpaper. When satisfied
customers started asking for referrals for
other home improvement needs, the company
expanded their capabilities rather than sending
business away. Over the last six decades, Alure’s
adaptability and stellar reputation as one of the
country’s top home remodelers has contributed
to its growth and ability to weather various
economic cycles. One of the ways the company
has achieved success is by recruiting the right
people. Carl Hyman (right), chairman of
Alure, and Seth Selesnow, (left), director of
Marketing, know how important it is to bring in
the right people and to create positive culture
of caring. One way they attract and help retain
employees is by offering the option to purchase
Aflac policies, which they have done since
2002. Alure has completed seven renovations
for ABC’s hit show “Extreme Makeover: Home
Edition,” received Forbes magazine’s “Enterprise”
award, and was honored as a “Market Leader”
by Professional Remodeler magazine, just to
name a few accolades. But their favorite kind
of recognition comes in the way of satisfied
employees and customers!
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