Core systems

ANALYZE ALL TYPES OF CUSTOMER FEEDBACKAttensity Corp., a Palo Alto, Calif.-based business intelligence software provider, has released Attensity Voice of the Customer (VoC), a software solution designed to enable enterprises to analyze and act on all types of feedback from customers.

COLONIAL SELECTS IWORKSColonial Life & Accident Insurance Co., Columbia, S.C., selected iWORKS NAVIGATOR, a life insurance and annuity illustration system from SunGard Data Systems Inc., Wayne, Pa. SunGard's iWORKS NAVIGATOR Illustrations is an integrated, Web-based or desktop solution designed to enhance the sales process and incorporates functionality for life insurance and annuity illustrations and quotes.

Los Angeles - Citing the potential benefits of saving more than 300 lives and hundreds of serious injuries each year, Farmers Insurance Group Inc. announced its support of the new Federal motor vehicle safety standard #214 by the National Highway Traffic Safety Administration (NHTSA), which requires automakers to conduct new side-impact crash tests. "Farmers fully supports this effort as a means to protect our customers," noted Kevin Mabe, economist for Los Angeles-based personal lines carrier Farmers. Mabe explained that the standard mandates a new crash test for automakers that mimics a 20-mph impact at a 75-degree angle. Additionally, NHTSA has introduced guidelines for automakers to provide head protection for rear seat passengers. Vehicles under 8,500 pounds must provide safety measures to comply with the test by late 2012. Heavier vehicles, from 8,500 to 10,000 pounds, have an additional year to fully meet regulations.

Chicago — Arup, a global multidisciplinary engineering and consulting firm, has joined with Chicago-based Aon Corp. in a strategic alliance that brings to the marketplace a pre- and post-loss consulting service that offers clients an independent, global catastrophic risk management solution.

Windsor, Conn. and Atlanta — The boards of directors of LIMRA International Inc. and LOMA approved a proposal to unite two of the world's largest insurance and financial services trade organizations and will submit a recommendation to their members for a decisive vote."Bringing LIMRA and LOMA together will be good for the industry, our members and our dedicated employees who serve our members," says Robert Kerzner, president and chief executive officer of LIMRA. "Building on our well-established strengths, we can create a new and exciting organization with limitless possibilities to meet the industry's needs, whatever they may be, now and in the future."

New York — Richard Mucci will join New York Life International, New York Life Insurance Co.'s overseas arm with operations in eight markets, as chairman and chief executive officer of International on Oct. 8, 2007. He succeeds Joseph Gilmour, who decided to leave the company.

New York — The Guardian Insurance & Annuity Co. Inc. (GIAC), a wholly owned subsidiary of The Guardian Life Insurance Co. of America, New York, announced today that Boston-based DALBAR Inc. has awarded the company with the DALBAR Seal of Excellence for Transaction Processing for the third year in a row. The DALBAR Seal is only awarded to those firms that consistently exceed customer expectations for service levels.

Orlando, Fla. – Insurance carriers who make transient improvements and do not focus their resources on innovation and differentiation will meet with failure, according to Bill Pieroni, operations vice president for State Farm Insurance Co., Bloomington, Ill.

New York — Switzerland-based Zurich Financial Services Group named Kevin Dunham as senior vice president and global relationship leader for the Western region of its Global Corporate in North America business unit. Dunham is based in Glendale, Calif., and will manage accounts primarily in the Southwest and Western United States.

Jersey City, N.J. — The U.S. property/casualty insurance industry's net income after taxes rose 10.7% to $32.6 billion in first-half 2007 from $29.4 billion in first-half 2006. Fueled by the industry's net income, policyholders' surplus—insurers' net worth measured according to Statutory Accounting Principles—increased $26.5 billion to $512.8 billion at June 30, 2007, from $486.2 billion at year-end 2006.

San Francisco—Insurance customers won't tolerate difficult navigating, endless loops that prevent transactions or other Web site challenges, according to survey results released by San Francisco-based Tealeaf Technology Inc. According to the survey, conducted by Rochester, N.Y.-based Harris Interactive Inc., about nine out of 10 consumers conducting transactions online (within a number of industries) have experienced problems. This year's survey highlights online consumer intolerance, as 42% of those who have experienced problems when conducting online transactions have switched to a competitor or abandoned the transaction entirely, and another 52% who have experienced bad customer service from a company's contact center, following an online issue, have completely stopped doing business with the company.

Detroit–Blue Cross Blue Shield of Michigan (BCBSM) says it plans a significant expansion of its health care electronic data interchange clearinghouse and portal.

Manchester, N.H. – Physicians in New Hampshire are being offered a variety of incentives to participate in a statewide e-prescribing program, the latest initiative by the Blue Cross Blue Shield organization designed to improve patient safety, control costs and reduce medication errors. Anthem Blue Cross and Blue Shield in New Hampshire and the New Hampshire Citizens Health Initiative, created by Gov. John Lynch, launched a statewide electronic prescribing, or e-prescribing, program for every physician office in the Granite State, reports the insurer. This follows the announcement made in February by Blue Cross and Blue Shield (BCBS) of Illinois to expand its e-prescribing initiative throughout Illinois. In January, Anthem BCBS announced it would expand the effort in Ohio. Those efforts are ongoing. More than 3 billion prescriptions are written annually in the United States, with medication errors resulting in $77 billion in costs and 7,000 deaths per year (Institute of Medicine, 2006). Yet fewer than 22% of physicians nationwide use the basic capabilities of electronic prescribing, according to the Centers for Medicare and Medicaid Services (CMS). CMS estimates that the use of such technology could eliminate as many as 2 million harmful drug events each year. Electronic prescribing pilots have demonstrated that up to 2% of all prescriptions transmitted this way are changed before being administered to the patient because e-prescribing has alerted the physician to potential safety problems. E-prescribing enables a licensed practitioner to generate a prescription electronically, and then transmit it to a pharmacy. Through this new program, Anthem is offering physicians access to free e-prescribing software, a free mobile pocket PC and a discounted wireless telecommunication plan that will enable them to access real-time patient eligibility, formulary and medication history information from any Internet-enabled PC, or anywhere a cell phone signal is available. Physicians with these tools can write and renew prescriptions anytime, anywhere, for all of their patients, not just Anthem members. “Physicians will now have ample information at their fingertips to help them ensure the safety of their patients, to work more efficiently and to save their patients money on prescriptions,” says Lisa Guertin, president, Anthem Blue Cross and Blue Shield in New Hampshire. Last fall, Gov. Lynch announced his goal to make New Hampshire the first state in the nation where all prescribing health care providers are able to prescribe medication electronically. “Electronic prescribing will help ensure patients get the best possible medication to meet their needs. That will reduce medical errors, save lives and reduce health care costs,” he said. “That is why, working through the Citizens Health Initiative, I’ve made electronic prescribing a priority. This effort will help us meet our goals of making New Hampshire the first state in the nation where all health care providers are able to prescribe medication electronically.” The Anthem e-prescribing program, supported by Sprint and the National E-prescribing Patient Safety Initiative, will include access to a patient’s eligibility, formu aries, adverse drug event alerts and medication history, including medications prescribed by physicians outside of the practice. Most electronic medical record (EMR) systems have e-prescribing capability, however, to date, that technology has not been widely used, and often has not supported the ePrescribing process, reports the insurer. In addition to accessing e-prescribing via EMR systems, prescribers can use smart phone/personal digital assistant devices or stand-alone, Web-based applications. “Not only is this program expected to help reduce medical errors and improve patient safety by providing drug-specific information, it also will help eliminate confusion among drug names and improve communication between physicians and pharmacists,” says Elizabeth Malko, M.D., medical director, Anthem Blue Cross and Blue Shield in New Hampshire. The technology also will allow physicians to send new prescriptions to the pharmacy of the patient’s choice, as well as process refill requests from those same pharmacies. Anthem Blue Cross and Blue Shield in New Hampshire is working with a number of organizations to implement the program, including: The New Hampshire Citizens Health Initiative National E-prescribing Patient Safety Initiative Sprint RxHub LLC, which is providing the technology infrastructure that supports the secure exchange of patient-specific prescribing information between physicians and pharmacy benefit managers, and the transmission of the electronic prescriptions to mail-order pharmacies; SureScripts, operators of the Pharmacy Health Information Exchange, which facilitates the electronic connection between community pharmacies and physicians; and Anthem’s pharmacy benefit management company, which plays a key role by helping to ensure physician access to information, including benefits, eligibility, formularies and medication history. Information about the program was mailed to all New Hampshire physicians in late August. Those who adopt the program will be provided with orientation and training from Anthem. Participating providers who enter into a two-year service agreement with Sprint also will receive a free hand-held device courtesy of Sprint (The HTC 6800 Windows Mobile Device). Sources: Anthem Blue Cross Blue Shield, INN news archives

Washington–Insurance industry associations are giving mostly favorable reviews to the passage of H.R. 2761, legislation that would extend and expand the Terrorism Risk Insurance Act (TRIA). The bill, which passed the lower chamber yesterday by a vote of 312-110, aims to extend TRIA for 15 years, and expand the number of lines covered within it.

New York–A new study says human error, and a failure to address security on an enterprise-wide basis, are undermining efforts by top financial institutions to safeguard data.

Orlando - Blue Cross of Idaho wanted more information on what treatments its members were receiving and whether providers were following established clinical guidelines.

Washington – The Office of Management and Budget has released a “statement of administration policy” threatening a presidential veto of legislation aimed at extending the Terrorism Risk Insurance Act (TRIA).

Pearl River, N.Y.–Insurance standards association ACORD has chosen John Kellington as senior vice president.

Needham, Mass.–A new research report from TowerGroup Inc. says insurers should go above and beyond current regulatory requirements when dealing with the issue of annuity suitability.

New York - New York Life Insurance Co. announced that Craig Merdian has joined New York Life International (NYLI) as executive vice president and chief financial officer. Meridian reports to Chairman and Chief Executive Officer of New York Life International Joseph Gilmour.In his new role, Merdian is responsible for managing several core functional areas, including all financial, accounting, investment and actuarial matters for NYLI. Additionally, he is a member of NYLI's Senior Leadership Team, which is responsible for establishing management policies in all areas of the NYLI's business and affairs.