Anticipating customers' service needs  - Transcript

Robin French, Human Resources Benefits Supervisor, Choctaw Management Services Enterprise :

Choctaw Enterprises – we basically provide jobs for health care, the information technology centers and administrative management for government clients. Our employees are usually on a military base.

We employ approximately 220 internationally and in the U.S., a little over 500. We have been with Aetna and Global Benefits since October of 2007.

We have the PPO medical, we have dental services, short term, long term, life, AD&D.

And of course, then, we have our international benefits, the medical, dental, vision, life, AD&D and long term.

We trust Aetna. We like the service that they provide for our employees. We like the integrity that they have when it comes to dealing with our company.

Aetna and AGB have created value for our company by providing solutions for our business needs by being fast, flexible and responsive.

We have no issues with Aetna Global, at all. Claims are paid. Billing is done correctly. Response time from the management team is – it’s awesome.

There are no worries when dealing with Aetna, because I know that it will get taken care of.

Aetna 2009 Annual Report - creating value, shaping the future What We Do Section What We Do Title

Service is at the very heart of Aetna’s business. Our customers, members and providers trust us to provide service that is clear, accurate and courteous. They want personalized information delivered in a timely manner. For customers such as Choctaw Management Services Enterprise, our strategic service approach enables us to meet or exceed those expectations.

In addition, we developed a health concierge service model that helps ensure quality for our new suite of integrated health and productivity solutions. As of January 1, 2010, this service approach, known as Aetna OneSM, helped more than 700,000 members easily manage their benefits and provided them with guidance to achieve better health outcomes. And, Aetna’s Concierge Customer Service Call Center in High Point, N.C., has been recognized by J.D. Power and Associates for providing “An Outstanding Customer Service Experience.”* We recently implemented this service model in New Albany, Ohio, as well.

Our employees work to create value for our providers, customers and members every day. And it shows – Aetna continued to post top scores in customer service in the semiannual UBS Benefit Consultant surveys – for the fourth year in a row!**

For more stories, listen to some of our service professionals talk about how service matters.

* For J.D. Power and Associates 2009 Call Center Certification ProgramSM information, visit
** 9th Semiannual UBS Benefit Consultant Survey, UBS Investment Research, October 2009.

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