Policy adminstration

Consumer satisfaction with the P&C insurance industry increased by a mere 1% last year, according the American Customer Satisfaction Index (ACSI)--a survey to monitor customer satisfaction levels in various industries. Overall, satisfaction with the P&C industry has declined nearly 5% since 1994--the first year of the survey produced by the University of Michigan.Insurance carriers face a unique challenge with customer communications because they depend on so many different channels. Unlike other service providers, such as banks or telephone companies, carriers don't own every interaction with the customer. Independent agents and third-party administrators are often the main point of contact, slowing down the transfer of information.

Yonkers, N.Y. – The August issue of Consumer Reports warns consumers that even drivers who have spotless driving records and have never had an at-fault accident may be faced with higher premiums if their insurer uses credit-based insurance scores.The report describes credit-based insurance scores as numbers that are computed from bill-paying and loan data collected by the major credit bureaus. They have become as important in determining annual premiums as driving records and neighborhoods, the magazine states.

Washington, D.C. - Insurers should offer consumers better information about consumer-driven health plans and other benefit plans, according to a report issued by the National Committee for Quality Assurance, a nonprofit organization that provides information on the quality of the nation's managed care plans. In a recently released white paper the Washington-based NCQA accredits health insurers for meeting certain standards of performance.

Decatur Ga. - The Progressive Group of Insurance Cos., broke ground for its new Service Center in Decatur, Ga. Georgia Insurance Commissioner, John W. Oxendine, was on hand for the ceremony.Scheduled to open late this year, the site will feature a 19,000 square foot service center and marks Progressive's expansion in Atlanta of its "concierge" claims service that oversees all elements of the claims and repair process on behalf of drivers involved in accidents. Progressive claims its concierge service reduces the time drivers spend on repairs from four days to about 15 minutes.

Alpharetta, Ga. - ChoicePoint (NYSE:CPS) is acquiring the assets of Memphis, Tenn.-based USCerts, which provides technology and data management services to facilitate the remote ordering of certified birth, death, marriage and divorce certificates. Terms of the acquisition were not disclosed.USCerts combines technology with user-friendly interfaces to provide a secure, remote vital records ordering system. The company also provides a network for processing vital record requests by telephone, facsimile or the World Wide Web.

New York - A core concept of asset allocation, use of proper tools and technology, is part and parcel of successful portfolio management, yet many mutual fund firms do not provide tools to help investors with this important undertaking, according to a new report issued by Corporate Insight. The New York research firm takes an in-depth look at asset allocation tools provided by eighteen mutual fund firms.

Des Moines, Iowa - The Principal Financial Group is introducing an online tool--called the Treatment Cost Advisor--designed to help members evaluate the price of specific procedures as well as medications. The tool responds to a growing need from employers who are encouraging employees to make smarter health decisions."Understanding health care costs is complicated, so we wanted to offer a way for our members to identify and compare pricing for everything from minor procedures to surgeries and hospital stays," says Carey Jury, senior vice president of the health division for the Principal Financial Group. "As consumer driven health care continues to evolve and more responsibility shifts to employees, we must provide tools and resources to help our members make informed health decisions."

Houston - Scalable Software LLC, an IT compliance and asset management solutions has launched IT Compliance Magazine, a magazine dedicated to the topic of IT compliance across all vertical industries and the public sector. IT Compliance Magazine is designed to showcase best practices and insights on revised, new and emerging regulations and standards that impact IT compliance, including:* Sarbanes-Oxley (SOX)

Worcester, Mass. - The Hanover Insurance Group Inc. is trying to make it easier and faster for independent agents to do business with the company by revamping its point-of- ale (POS) system for Avenues Commercial Auto. Using the enhanced POS system, it takes agents just minutes to fill-out five pop-up, screens and obtain a commercial auto quote for a client."We are pleased to provide agents with the latest improvements to our Commercial Auto POS system because it makes placing business with The Hanover simpler and more efficient," says Marita Zuraitis, president of The Hanover's property and casualty companies.

San Mateo, Calif. - Progressive Insurance ranked as the No. 1 site in two studies conducted by Keynote Systems Inc., an Internet performance firm. The two studies line provide a comparative examination of online customer experience and best practices implementation by leading automobile insurance Web sites.Keynote's customer experience study shows that consumers are turning away from obtaining auto insurance quotes over the phone and increasingly turning to the Web for those same quotes. This study uncovered that in the highly competitive $158 billion auto insurance industry, price competitiveness and the online quote process are the leading indicators of success in landing new customers online.

Kansas City, Mo., - Health insurance--critical to the peace of mind of most Americans--has become increasingly complex and expensive, according to The National Association of Insurance Commissioners (NAIC). A maze of options and cost considerations--from health maintenance organizations to health savings accounts--now confront consumers.To help individuals clear up the confusion and gain a better understanding of the costs of their coverage, the NAIC has assembled useful information about health insurance--all organized by life stage needs--on its new consumer education Web site called Insure U at http://www.insureuonline.org/.

Chicago - InsuranceNoodle Inc. is introducing the new AIG "WorldRisk" portfolio of international products which provides insurance protection for small U.S.-based companies that sell products or whose employees travel overseas.InsuranceNoodle is an Internet-based distributor of small business insurance. More than 2,500 active NoodleNetwork agencies across the country use the e-broker's patented proprietary, Web-based technology platform to write and service small commercial business. InsuranceNoodle's current line of commercial products includes property, general liability, package, business owners' policy (BOP), directors' and officers' liability, commercial auto, umbrella liability, workers' compensation, employment practices liability (EPLI), professional liability and surety bonds.

Jacksonville, Fla. - Blue Cross and Blue Shield of Florida is introducing what it claims is an industry first capability called CareCalc. a tool designed to help BCBSF providers and members understand the financial responsibility for a particular service prior to or at the time of an office visit."Providers of health care and their office staff want simple and effective processes so they can focus on their work instead of navigating the payment system. At the same time, our members want to be sure they are paying the right amount when they go to the doctor's office," says Elana Schrader, M.D., vice president, provider services, BCBSF. "CareCalc will not only help our members better understand their financial responsibilities, but it also will help streamline processes for those who serve them -- our physicians and providers."

Phoenix - A new tool is available for Arizona employers who seek to improve employee wellness and boost productivity in the workplace. Blue Cross Blue Shield of Arizona (BCBSAZ) has introduced My BluePrint, a virtual health advisor and health measurement tool. By inviting employees to take an interactive assessment, employers receive an overall summary of results so they can identify risk factors in four key areas--fitness, sleep, nutrition and stress management--and implement the most appropriate wellness programs."Employers who offer the My BluePrint program are becoming increasingly engaged in the health of their employees while helping to improve company performance," says Dick Hannon, senior vice president of marketing and provider affairs for BCBSAZ. "Employers have the ability to take more control over the invisible costs of health care by promoting simple steps toward healthier living."

Hartford, Conn. - Skyrocketing gasoline prices, the ever-changing competitive business environment, soaring health care costs--those are just a few of the high-pressure issues facing today's employers. The Hartford Financial Services Group Inc. understands that business owners often don't have the resources--or expertise--to track and analyze the health and disability trends of their employees.That's why the company provides its group disability customers with free annual analyses, tracking health, absence and productivity trends, such as frequency and type of disability claims. After the review, the insurer provides extensive reporting to update employers on trends impacting their business, as well as recommended strategies to help keep employees healthy and productive.

Philadelphia - CIGNA International Expatriate Benefits (CIEB) has introduced ePayment Plus, a new service that speeds payments for expatriates' health claims through electronic deposits to members' bank accounts. The service is available for expatriates working in the United Kingdom, Spain, Germany, France, Belgium, Canada, Portugal, Hong Kong and Singapore."This new service is designed to provide added convenience and peace of mind to our expatriate members on assignment around the world, with deposits made to our members' bank accounts in the currency of the countries where they work," says Kelley Crowley, vice president of global service operations.

Hartford, Conn. - In addition to traditional checks and electronic fund transfers, which deposit emergency funds directly into a customer's bank account, those who sustain losses from a natural or man-made disaster now have the option of receiving money for certain covered expenses with an emergency claim card from The Hartford. This can include coverage for the costs associated with smaller, but vital, day-to- day living essentials.The Hartford Emergency Claim Card is a debit card, issued by JPMorgan Chase, which can be used at ATM machines nationwide to withdraw cash or at stores that accept point-of-sale purchases. Point-of-sale purchases require a Personal Identification Number (PIN), unlike credit card purchases, which require only the card and a signature.

Hartford, Conn. - Travelers now offers new resources to assist businesses with disaster preparedness planning. Two new online tools and a new Safety Academy class, titled "Business Continuity Planning," have been added to help Travelers customers create customized disaster recovery plans that will ensure optimum business continuity in the event of exposures from natural or manmade disasters.Bob Brody, senior vice president, Travelers Risk Control, says, "Emergency planning should be at the top of every "To Do" list for today's businesses. With more than a century of experience in risk control, Travelers is uniquely positioned to help its customers anticipate and respond to a wide spectrum of exposures from catastrophic risks faced by businesses and homeowners."

Hartford, Conn. - Health insurance provider Aetna is enhancing its health transparency initiatives to help consumers make more informed health care decisions based on the actual costs of care and the clinical quality and efficiency of physicians. Effective August 18, Aetna will provide online access to physician-specific cost, clinical quality and efficiency information in select markets, including: Price, clinical quality and efficiency information for physicians in Connecticut; Washington, D.C.; Northern Virginia; Maryland; Cincinnati, Cleveland, Columbus, Dayton and Springfield, Ohio; Northern Kentucky; Southeast Indiana; and South Florida, including physician-specific pricing for up to 30 of the most widely accessed services by specialty and indicators based on adverse events, 30 day hospital re-admit rates, overall efficiency in use of medical services, and volume of Aetna members treated; Price information only for physicians in Kansas City, Kan. and Mo.; Las Vegas, Nev.; and Pittsburgh, Pa. With these new enhancements, clinical quality and efficiency information will be available for more than 14,800 specialist physicians and specific pricing will be available for more than 70,000 physicians.

Boston-- AIR Worldwide President and CEO Karen Clark will advise members of Congress and their senior staff today that hurricanes and earthquakes have the potential to cause insured losses in excess of $150 billion and total economic losses approaching $500 billion. Clark is participating in a seminar at the U.S. Capitol Building hosted by the Congressional Research Service (CRS) titled "Insuring and Mitigating Risks of Large-Scale Disasters: Is Federal Disaster Insurance Needed?""There are many potential natural catastrophe scenarios resulting in insured property losses exceeding $100 billion," says Clark. "Examples include a Category 5 hurricane making landfall in Miami, which could result in insured losses of more than $130 billion, and a large magnitude earthquake in the Central U.S., which could result in insured losses of more than $150 billion."