Cigna 2011 Annual Report Download - page 5

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A number of accomplishments contributed to these
results. In HealthCare, we continued to drive growth
in our Administrative Services Only arrangements,
which comprise more than 80 percent of our HealthCare
business. These employer-funded plans give our clients
a combination of choice and control, enabling them to
design their plans from our suite of integrated programs
while maintaining full transparency into their costs and
retaining control of their health benefit spending. By
harnessing this transparency and partnering closely with
our clients, we are able to design programs that deliver
superior levels of employee engagement and higher levels
of proactive service utilization and greater clinical quality.
Our International business has well-established
operations and sales capabilities through our local
licenses and business partnerships in 30 countries and
jurisdictions, representing a meaningful competitive
advantage. We expanded our international capabilities
significantly in 2011 by opening operations in Turkey,
acquiring the United Kingdom-based travel insurance
company FirstAssist, and entering into a joint venture
agreement with the TTK Group, an 80-year-old
conglomerate and household name in India.
Finally, our Group Disability and Life programs
continued to deliver best-in-class results, with 29
percent higher return-to-work rates than the industry
average, and a reduction in the length of short-term
disabilities by four days.
CUSTOMER-CENTRICITY:
THE FOUNDATION FOR SUCCESS
Cigna leverages our people, service, information and
resources to revolve around the unique needs of each of
our customers, regardless of their stage of life. At the core
of this emphasis is an unwavering passion for serving the
individual, which directly influences the customer-centric
resources we oer, the strategic acquisitions we make
and even how we established a distinctive global and
customer-focused brand “voice” for our organization.
We deploy thousands of nurses, health educators, case
managers and behavioral coaches to help customers
make informed health and wellness decisions based on
their specific needs and priorities. Our team helps our
customers set and reach personal goals like quitting
smoking, losing weight or reducing stress, and learn
how to live to their full potential, even when faced with
acute illness or chronic diseases. We are the only health
plan with multi-lingual customer service representatives
available 24/7/365, and customers can reach us by phone or
through www.Cigna.com, mobile devices or social media –
contributing to a 97 percent customer satisfaction rating for
our case management. We are leading the industry through
innovation and enhanced, more personalized service.
We significantly improved our ability to meet the
individual needs of seniors and Medicare customers
through the acquisition of HealthSpring – one of the
largest and fastest-growing Medicare Advantage plans in
the United States. Cigna’s rich expertise in the commercial
market and HealthSpring’s extensive knowledge and
success in the high-growth Seniors and Medicare
segments create excellent prospects for serving more
customers in these categories.
Our over-arching focus on meeting the unique needs
of our individual customers around the world is
exemplified by the 2011 launch of our new brand platform
focused on individuality, and the accompanying “GO
YOU” brand campaign in the U.S., which guides us in
providing a service experience that meets the unique
needs of each of our customers – the foundation for
Cigna’s ongoing success.
Customer-centricity in action
Specific examples of how our emphasis on customer-
centricity is benefiting our customers are evident
throughout Cigna. To share just two:
Our annual study of customers in our Consumer-Directed
Health Plans (CDHP) – which provide full transparency
to consumers on the cost of their care – shows that our
CDHP customers receive higher levels of preventative
care than their managed care counterparts, better overall
clinical quality and 16 percent lower costs in the first year.
In 2011, our CDHP plan growth was 35 percent – more
than double the industry average.
We promote better care coordination through our
Collaborative Accountable Care (CAC) initiative. Last
year, Cigna strengthened its leadership position through
17 patient-centered initiatives in 15 states, encompassing
more than 170,000 Cigna customers and 1,800 primary
care physicians – with significantly more of these
initiatives planned for 2012. We see promising results
from our programs; one example of the success we are
seeing is our improvement in gaps in care in diabetes
and hypertension in our CAC initiative at the Dartmouth-
Hitchcock hospital system in New Hampshire.