Humana 2001 Annual Report Download - page 16

Getting the basics right
Humana is making major strides to improve our
customer service. The value proposition of our
s t r a t e g y, “s e r vice and operational exc e l l e n c e , ”
e x p resses our commitment to getting the basics
right. In 2 0 0 1, we made measurable customer
s e rvice gains as we answe red our customers’ calls
and responded to their requests more effective l y
than ever before.
Humana is working to become the premier
company that does the basics flawlessly and
consistently responds to customers’ needs. No
health insurer is there yet. Our associates will
enable us to get there first, by focusing on specific
competencies that are part of the successful
associate training programs we continually enhance.
We expect all of our associates to:
•Be l i e v e in service to the customer,
a b o ve all else;
•Make a positive difference in people’s live s ;
•Pe rform, work smart e r, and execute on the
basics while taking pride in our work ;
•Ne ver be satisfied and continuously improve ;
•Value individual initiative and
individual grow t h .
Be l ow are examples of how Humana is curre n t l y
i m p roving the customer service we prov i d e :
Customer survey s : Humana is conducting
company-wide customer satisfaction surveys of our
members. The primary goal of the surveys is to
gauge overall satisfaction with Humana. The re s u l t s
a re helping us determine how we can enhance our
customer serv i c e .
Claims processing: We’re implementing new
technology in our customer service centers to
i m p rove claims-processing speed. We’re also
w o rking to encourage the electronic submission
of claims, which saves Humana and our prov i d e r s
enhancing our customer
service
points of use. At the same time, we will relentlessly strive to execute “the basics” flawle
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