Customer experience

NASHUA, N.H. -- SkillSoft PLC, a leading provider of enterprise e-learning, today announced that Humana Inc., one of the nation's largest publicly traded health benefits companies, signed a two-year agreement to license a SkillSoft multi-modal learning solution. The integrated solution encompasses more than 1,000 e-learning courses spanning a variety of IT technologies and desktop applications; 24x7, online mentoring support for IT professionals; and more than 3,000 online, unabridged Referenceware titles. With multi-modal learning, professionals can access a variety of formal and informal learning resources through a single, unified search and then select the appropriate resources based on information needs, available time, and learning preferences.

ATLANTA-- Connecture, a leading provider of integrated Web-based sales and service automation solutions for the health insurance industry, announced it has signed a national agreement with Blue Cross and Blue Shield Association (BCBSA), the association for the nation's 41 independent Blue Cross and Blue Shield health insurance Plans, which collectively insure more than 88.3 million Americans.

AMARILLO, Texas--Corporate Systems Inc. a recognized leader in Property-Casualty claims lifecycle management and reporting solutions, announced the successful implementation of CS ClaimSuite with Everest National Insurance Company. This implementation represents an expanded usage of Corporate Systems products to Everest's branch office located in Southern California.

PHILADELPHIA-- CIGNA Corporation today reported net income for the fourth quarter of 2003 of $290 million, or $2.06 per share, compared with net income of $47 million, or $0.33 per share, for the same period last year.

WOODLAND HILLS, Calif. -- Zenith National Insurance Corp. announced today that its wholly owned subsidiary, Zenith Insurance Company began serving summons and complaints today upon a Santa Ana medical clinic, its owner and manager, accusing them of taking part in a large-scale scheme designed to defraud the company's policyholders. Zenith becomes the first workers' compensation insurance company in the state to sue under a statute that the California Legislature passed specifically to help combat workers' compensation fraud.

Accenture has been selected to implement its Claim Components software application at The Hartford Financial Services Group, Inc., one of the nation's largest investment and insurance companies. The pilot implementation is targeted for the third quarter of calendar-year 2005.

SACRAMENTO, Calif. -- InsWeb Corp. today announced results for the fourth quarter ended December 31, 2003. Revenues for the fourth quarter totaled $4.1 million, compared to $6.4 million in the fourth quarter of 2002. During the quarter, InsWeb recognized a gain of $6 million relating to the sale of its remaining investment in Finance All K.K., a Japanese corporation."

BRUNSWICK, Maine -- Allenbrook Inc., one of the top three providers of policy processing software and consulting services for the insurance industry, announces that New York Marine and General Insurance Company, a division of New York Marine Group, has signed a licensing agreement for Phoenix adding to a mounting list of insurance companies using Allenbrook's products. The speed-to-market Phoenix solution will provide NYMAGIC, Inc. with an integrated policy processing and

When it comes to claims processing, insurers are being driven by the rules-business rules, that is. Using rules-based technology, insurance companies are automating routine tasks, streamlining claims workflow with consistent best practices, and automatically adjudicating low-risk claims."At this point, anybody who is not using rules-based technology is already behind the curve," says Michael Lucarini, partner in the insurance group at Bermuda-based Accenture. "There are certain processes and certain areas of low risk where insurance companies need to cut the costs out and streamline those processes. And that requires the ability to segment your claims and understand your claims experience."

If benefits administration managers across the United States appear particularly upbeat these days, it's for good reason.Their responsibility for overseeing employee benefits plans-which many managers have long viewed as a nuisance-is undergoing a significant transformation. In an ongoing process, a pipeline is being built that directly links group benefits insurers to employees in matters pertaining to the individual plan-with employers in many instances serving as intermediaries.