Aetna Earns J.D. Power and Associates 2011 Call Center Certification

Aetna (NYSE: AET) has been recognized for the third straight year by J.D. Power and Associates for providing “An Outstanding Customer Service Experience” through its concierge customer service model. Aetna’s entire concierge customer service call center model, serviced by the Aetna High Point, NC, and New Albany, OH, offices, earned the certification under the J.D. Power and Associates 2011 Call Center Certification ProgramSM. The certification resulted from a rigorous review by J.D. Power and Associates.

“We are pleased to earn the J.D. Power and Associates certification again this year. Aetna has set a high standard for service. Our health concierge helps Aetna members easily manage their benefits plan and offers them guidance on Aetna programs that can help them achieve better health,” said Frank Cobbin, senior vice president of Service Operations for Aetna.

The Aetna health concierge is a knowledgeable advocate for members, offering personalized suggestions and connections to additional resources to help members get the most from their benefits. In partnership with a clinical team, the health concierge can bring in a nurse care advocate to share information on health programs such as disease management, and coordinate clinical support and care for members to help them achieve better health.

Concierge customer service is a fundamental component of Aetna One® Premier, the most advanced program in Aetna’s suite of integrated health and productivity programs. In addition to the concierge service, the dedicated Aetna One specialist teams include experts in dental, disability, behavioral health, EAP, wellness counseling and disease management that collaborate to coordinate care and maximize health and productivity outcomes for Aetna members.

“Today’s employers are looking for health care coverage that delivers good value and programs that help members to achieve better health. Our internal research shows that the Aetna One Premier program produces a higher level of member engagement, improved clinical outcomes for conditions such as diabetes and vascular conditions, and a very positive member experience,” said Michael J. Guyette, head of National Accounts for Aetna.

Approximately 760,000 Aetna members are serviced under the concierge service model.

“Aetna’s alignment of resources around individual clients has paid off in this recognition, which demonstrates Aetna’s commitment to deliver high-quality service to customers contacting its call center,” noted J.D. Power and Associates.

About J.D. Power and Associates

Headquartered in Westlake Village, Calif., J.D. Power and Associates is a global marketing information services company operating in key business sectors including market research, forecasting, performance improvement, Web intelligence and customer satisfaction. The company’s quality and satisfaction measurements are based on responses from millions of consumers annually. For J.D. Power and Associates 2011 Call Center Certification ProgramSM information, visit www.jdpower.com.

About Aetna

Aetna is one of the nation’s leading diversified health care benefits companies, serving approximately 36.5 million people with information and resources to help them make better informed decisions about their health care. Aetna offers a broad range of traditional, voluntary and consumer-directed health insurance products and related services, including medical, pharmacy, dental, behavioral health, group life and disability plans, and medical management capabilities and health care management services for Medicaid plans. Our customers include employer groups, individuals, college students, part-time and hourly workers, health plans, governmental units, government-sponsored plans, labor groups and expatriates. For more information, see www.aetna.com.

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