Unum 2014 Annual Report Download - page 15

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UNUM • 2014 ANNUAL REPORT 13
Michael Simonds
President and Chief Executive Officer
Unum US
Peter O’Donnell
President and Chief Executive Officer
Unum UK
Tim Arnold
President and Chief Executive Officer
Colonial Life
landscape and ratcheting up customer
expectations. We have to be willing to question
how we do things, why we do things, and to
trust each other to make good decisions.
The drive to grow means we want to work
with people who challenge us. It affects the
way we hire and promote, and it inspires us
to look for exceptional talent and invest in a
culture that attracts and retains that talent.
What’s the biggest challenge to
growth and how are we positioned
compared with competitors to take
advantage of opportunities?
Tim: The amount of change in our industry over
the past few years has been incredible: health
care reform legislation, increasing regulatory
requirements, increasing competition, emerging
technology, economic shifts. We always have
to be ready to react to — or better yet, pro-
actively plan for — the challenges these changes
bring. And yet we can’t let that distract us from
our focus: helping workers protect themselves
and their families.
We have several advantages working for us.
Our combined company has an international
presence with the ability to work both directly
with employers and through broker partners.
We’re extremely strong financially, so we
have the resources to take advantage of
opportunities when they arise. And in the
U.S., having two brands and two distribution
systems makes us stronger, as does the
significant work we’ve done to share resources
and constantly refine our practices to benefit
our customers.
How are we investing
in customer service?
Mike: Our investment in elevating the Unum
experience includes efforts like Client First,
which puts some of our best front-line people
on the road for visits with employer clients
across the country. Through these visits, we
get to see the reality of what our clients
experience day to day, and we collect first-
hand feedback that helps us ensure our work
is always focused on what’s important to them.
Peter: Our aim is to understand what matters
to our customers and make it as easy as
possible for them to do business with us.
We’ve been focused on finding better ways
to engage with our customers, streamlining
our operations, simplifying our processes
to support our service proposition, and
investing in a new administration platform.
Tim: We need to ensure the technology behind
our service is modern, simple to use and
personalized. We’re adding new capabilities
for submitting claims online and helping
customers get the information they need
when and how it works best for them. And
our Enrollment and Consumerism teams
work across our businesses to find the best
ways to help customers learn about their
benefits, choose the right benefits for their
needs, elevate the enrollment experience —
and to feel good about that choice.
Our aim is to make it
as easy as possible for
our customers to do
business with us, and
they remain at the
heart of all we do.