Cigna 2009 Annual Report Download - page 9
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Compassion & help
during a diffi cult time.
Francie Brunt was active and
healthy, but a lump in her breast
had her worried. A trip to CIGNA’s
health center quickly revealed
the news no one wants to hear:
cancer. While recuperating from
surgery, Francie got a call from a
CIGNA case manager who urged
her to call any time with worries,
fears or questions, and to have
her doctors call so CIGNA could
help coordinate any further
tests and treatments. For Francie,
it was the compassion and
help she needed during a
very diffi cult time. “CIGNA
employees have been my
advocates,” refl ects Francie.
“They made me feel safe because
I knew they were on my side.”
Motivation & assistance
to get healthier.
Lisa Cotton had diabetes, wasn’t
eating well and often forgot
to take her medications. But
it wasn’t until she learned her
blood pressure was dangerously
high, when tested at her
employer’s wellness event, that
she realized how serious her
health problems really were.
That screening prompted a call
to her doctor and immediate
hospitalization. It also prompted
Lisa to take control of her health.
She signed up for CIGNA’s stress
management classes, enrolled
in a program to help her better
manage her weight, blood
pressure and diabetes, and
arranged for home delivery of
her medications. Today, she’s
healthier and motivated to stay
on the road to better health.
Hope & support after a
life-changing injury.
When the car hit his motorcycle,
Mark Evans lay on the ground,
unable to move. When the
doctors told him he was
paralyzed, Mark worried about
how he was going to provide
for his family if he couldn’t work.
But those worries were alleviated
with the help of his CIGNA
disability case manager and his
CIGNA vocational rehabilitation
counselor. Together, they gave
Mark hope and encouragement,
and working side-by-side with
Mark’s employer, they got Mark
the accommodations he needed
to set up an offi ce at home. Now
he’s back full-time at the job he
loves and able to provide for the
family that loves him.
Reinventing the Customer Experience 7
These and other customer stories can be found on www.youtube.com/cignatv/