Cigna 2015 Annual Report Download - page 36

PART I
ITEM 1. Business
In our international health care business, we have a service model
Pharmacy Management
dedicated to the unique needs of our 1.4 million customers around
We offer prescription drug plans to our commercial and government the world. We service them from nine service centers that are also
(Medicare/Medicaid) customers both in conjunction with our available 24 hours a day, 365 days a year.
medical products and on a stand-alone basis. With a network of over
70,000 pharmacies, Cigna Pharmacy Management is a comprehensive
Technology
pharmacy benefits manager (‘‘PBM’’) offering clinical programs and
specialty pharmacy solutions. We also offer high quality, efficient, and Technology continues to play a significant role in the execution of our
cost-effective mail order, telephone and on-line pharmaceutical Go Deep, Go Global, Go Individual strategy. Our information
fulfillment services through our home delivery operation. technology (IT) investments and priorities are focused on building a
retail-centric IT infrastructure and developing innovative business
Our medical and pharmacy coverage can meet the needs of customers capabilities that support affordable health solutions and create a
with complex medical conditions requiring specialty pharmaceuticals. personalized customer experience. We continue to leverage
These types of medications are covered under both pharmacy and technology, information and analytics globally to engage our
medical benefits and can be expensive, often requiring associated lab customers in more meaningful, relevant and customized ways, guided
work and administration by a health care professional. Therefore, by their needs and tailored to their preferences. Our investments in
coordination is critical in improving affordability and outcomes. digital, mobile, gamification, social media and big data enable us to
Clients with Cigna-administered medical and pharmacy coverage create solutions that improve health and wellness. With increased
benefit from continuity of care, integrated reporting, and meaningful engagement across the health care ecosystem, we believe that
unit cost discounts on all specialty drugs. technology can significantly upgrade the customer experience and
improve care delivery through collaboration with delivery systems,
Dental
enabling the transition from a volume-based fee-for-service system to
a value-based health care marketplace. While focusing on innovation,
We offer a variety of insured and self-insured dental care products we will remain committed to delivering strong foundational IT
including dental health maintenance organization plans (‘‘Dental capabilities that optimize our core infrastructure; build appropriate
HMO’’) in 37 states, dental preferred provider organization (‘‘Dental business continuity and disaster recovery capabilities; and develop
PPO’’) plans in 49 states and the District of Columbia, exclusive layered information protection and strengthened cybersecurity
dental provider organization plans, traditional dental indemnity plans solutions.
and a dental discount program. Employers and other groups can
purchase our products as stand-alone products or integrated with
Quality Medical Care
medical products. Additionally, individual customers can purchase
Dental PPO plans in conjunction with individual medical policies. Our commitment to promoting quality medical care to the people we
serve is reflected in a variety of activities.
As of December 31, 2015, our dental customers totaled
approximately 13 million, of which most are in self-insured plans.
Our customers access care from one of the largest Dental PPO
Health Improvement through Engaging Providers
networks and Dental HMO networks in the U.S., with approximately
and Customers
140,000 Dental PPO and 20,300 Dental HMO health care
Cigna is committed to developing innovative solutions that span the
professionals.
delivery system and can be applied to different types of providers. We
are focused on executing our Connected Care strategy that engages
Vision
both providers and customers. Currently we have numerous
Cigna Vision offers flexible, cost-effective PPO coverage that includes arrangements with our participating health care providers and are
a range of both in and out-of-network benefits for routine vision actively developing new arrangements to support our Connected Care
services offered in conjunction with our medical and dental product strategy. These arrangements are focused on creating better
offerings. Our national vision care network, consisting of engagement between patients and providers with the ultimate goal of
approximately 76,000 health care providers in over 26,100 locations, achieving better health outcomes for our customers. The key
includes private practice ophthalmologist and optometrist offices, as principles that guide our innovative solutions include: improving
well as retail eye care centers. access to care at the local market level, leveraging actionable patient
information, enhancing the patient experience, improving
affordability and shifting reimbursement mechanisms to those that
Service and Quality
reward quality medical outcomes. We continue to increase our
engagement with physicians and hospitals by rapidly developing the
Customer Service
types of arrangements discussed below. Almost two million medical
For U.S.-based customers, we operate 16 service centers that together customers are currently serviced by more than 73,000 health care
in 2015 processed approximately 158 million medical claims and providers in these types of arrangements.
handled 31 million calls providing our customers service 24 hours a
day, 365 days a year.
6 CIGNA CORPORATION - 2015 Form 10-K