> Please find the attachment for the first three papers (methodology, literature review, proposal-iteration1)

Enhancing service delivery at Anthem ANC

Submitted:

Submitted by:

Date of submission:

OUTLINE

I. ANALYSIS

A. Industry Analysis

· PESTLE Analysis

I. Political

II. Economic

III. Social

IV. Technological

V. Legal

VI. Environmental

B. Company Analysis

· SWOT Analysis

I. Strength

II. Weakness

III. Opportunity

IV. Threat

INTRODUCTION

Enhancing service delivery at Anthem ANC

A. Background

1. Research Topic

The research topic involves establishing an efficient service delivery system that will be able to enhance customer satisfaction at Anthem ANC. I worked at Anthem during my job placement period. During my time there, I realized that Anthem ANC was boasting of positive sales, however, one major challenge that they were facing revolved around the fact that the company was not sure if indeed, it was satisfying the needs of its customers. One area of concern as far as customer satisfaction was concerned was the speed of delivery of service. Therefore, in order to increase the level of customer satisfaction, Anthem ANC should establish a way of ensuring that its service delivery is in line with the tastes and preferences of its customers.

2. Purpose of Project

This research topic aims to identify the main obstacles that deter the provision of efficient service delivery at Anthem .To realize the purpose of this research; the research work will be modelled under the following research objectives.

· Illegal access to client data – at times the storage facilities are not protected enough and information on clients is accessed illegally

· Loss of client information – lack of information back-ups can result into the loss of important loss of client records and information.

· Failure to honour agreement terms with clients: This can lead to the loss of customers hence reducing the issue of customer loyalty to Anthem ANC

3. Company Overview

Anthem Insurance Company is a product of mutual insurance, mutual hospital insurance and mutual medical insurance companies that were established in 1944 and 1946 in Indiana. Additionally, the companies continued to grow significantly achieving an 80% control of the medical insurance market in Indiana by 1970s. Anthem Insurance Company has been on its success lane, being rated 2 out of 4 stars by California’s state patient advocacy in its 2011 annual report in the category “Meeting National Standards of Care”. In the year 2014, it received a rating of 3 out of 4 in the same category. As a result, Anthem Insurance Company is currently one of largest health benefits companies in the United States

4. Recommendations

To tackle the above-mentioned problems the Anthem Insurance Company can use the following recommendations to achieve efficiency in its service provision:

· Advancing the data and information protection system that is used to secure its client records. Since the company has experienced occasions of a security breach where client information was accessed online, improving the information protection system would assist to safeguard the information.

· Ensuring that there is a reliable backup system of information will provide a solution to the challenges associated with the loss of client records. Illegal access to client data could sometimes result to the omission of information but with a reliable backup system, information would be sufficiently secure.

· Honoring agreements that are made with clients is a very crucial aspect in promoting service delivery. In this case, by granting the customer requests, Anthem ANC will be able to increase the level of customer loyalty.

5. Three step-by-step implementation plan

· Improving information protection system

· Improving online data protection technology. The technology used to protect access to client data online should be robust enough to ensure that any personal information about the customers is highly secured.

· Safeguarding the client data records and files should be one of the company’s top priorities since this kind of files may possess critical and confidential information about the clients that can cause hazardous implications if it falls into bad hands.

· Ensuring that employees in charge of handling data revolving around customer privacy are well trained to minimize chances of data leakage.

· Ensuring availability of customer information could as well be achieved by use of steps like;

· Providing an online backup system for any online data in the company.

· Providing copies of client file records to the client to ensure that incase information regarding the customer is lost, the company will be able to retrieve it from the customer

· Ensuring that client information is updated as required and kept up to date with client’s progress.

· Honoring agreements with clients

· Describing and explaining the terms and conditions in an effort to make them clear before entering into a contract will ensure that any confusions regarding an agreement is clearly stated backed with proof of contract.

· They should provide clients with benefits as stated in their agreement statements

· Premium rates should be made available to the clients as much as possible to avoid surprise debts.

6. Benefits of Project to the Company

The above project provides a perfect solution for Anthem Insurance Company as it covers all the aspects that are crucial to winning and realizing the much-needed customer confidence. Additionally, the project provides data maintenance techniques that safeguard and ensure availability of data whenever it is required which in turn ensures decisions are sufficiently informed from the available information. Ensuring that it honours client claims provides the company with the customer trust benefits that are important in developing a very robust service delivery system.

B. Mission and Vision statement of Anthem ANC

The mission of Anthem ANC is to improve the health of the Individuals they serve. In this case, Anthem believes that the best health care insurance can actually ensure that individuals always stay healthy by not only covering their health status, but they also encourage individual’s wellness. Its Vision is to become Americas Valued health partner.

C. Problem Statement

Anthem Insurance Company is a product of mutual insurance, mutual hospital insurance and mutual medical insurance companies that were established in 1944 and 1946 in Indiana. However, its main Challenge revolves around the fact that the company was not sure if indeed, it was satisfying the needs of its customers. One area of concern as far as customer satisfaction was concerned was the speed of delivery of service. Therefore, in order to increase the level of customer satisfaction, Anthem ANC should establish a way of ensuring that its service delivery is in line with the tastes and preferences of its customers.

INDUSTRY ANALYSIS

Introduction

Anthem Insurance Company is one of the most trusted health Insurance providers. It is additionally one of the largest health benefits Company in the United States. Anthem Insurance Company’s success is a result of its significant growth and achievement of 80% control of the medical insurance market in Indiana. Despite the success records, however, the company faces a series of elements that challenge its journey of success. In order to identify these elements, highly effective analysis techniques need to be able to differentiate them from other positive elements. PESTLE and SWOT analyses could be used to make the identifications and differentiation of elements that affect the company.

· SWOT Analysis

SWOT analysis is a tool of analysis that enables a business to identify all its surrounding influences and additionally helps the business in classifying them according to the effects on its overall performance. Classification of the influences is done to establish whether they are positive or negative towards the business’s performance. SWOT analysis helps businesses to uncover the opportunities at their disposal that they can exploit and to understand its weaknesses so they can eliminate threats in time. In addition, a SWOT analysis helps a company to establish its position in the competition field.

In a SWOT analysis, the components of a business environment consist of its initials which are Strength, Weaknesses, Opportunities, and Threats. Strengths are the inbuilt characteristics of a business that give it an advantage over other competitors while weaknesses are the characteristics that give it a disadvantage compared to competitors. Opportunities are the aspects that surround the business that it can use to its advantage while threats are aspects that can cause problems for the business and hinder its success as well. Strengths and weaknesses are internal while opportunities and threats are external aspects that affect the business.

i. Strengths

Strengths provide Anthem Insurance Company an advantage over other competitors in the insurance provision industry. Anthem Inc. holds a strong and sound financial position which enables the company to bear situations of economic recession which in turn enable it to maintain its business effectively (Marketing Dawn, 2015).

Anthem insurance has a large network that it has managed to maintain all over the United States of America.

Anthem Inc. has a composition of several companies that are spread over a wide range of locations that help to secure customers and clients for Anthem Inc.

Anthem Inc. experiences a high rate of growth from its products and services which enable the company to maintain a sufficient rate of revenue returns.

Anthem insurance is the leading company in the insurance sector in the domestic market that gives it an added credit in acquiring new clients.

ii. Weaknesses

Like any other insurance company, Anthem Insurance faces the challenge of high levels of competition in the insurance industry (Marketing Dawn, 2015). High levels of competition act as obstacles to the success of the company.

Management problems are rampant for large organizations and Anthem Insurance Company is no exception. IN the past, the company has faced different problems in its coordination and management that threaten to lower its performance.

Cases of failing to honour clients’ claims have faced Anthem Inc. in the past. Failure to honour policy claims have brought the company to the wrong side of the law over policy cancellations that are found illegal (Marketing Dawn 2015)..

iii. Opportunities

Opportunities give the company a chance to exploit a loophole in the market to its own advantage. Recently individuals have gained the awareness on the need for insurance plans and Anthem Inc. has a great opportunity in exploiting the knowledge to acquire new willing clients (Marketing Dawn, 2015).

Development of new technology offers Anthem Insurance Company a chance to advance its operating technology to enhance its capacity and its performance in the insurance industry.

Having a strong financial base offers the company the opportunity to enhance its business activities over a large area of population. Establishing activities over a large area assure the availability of demand for products due to a wide distribution of questions.

iv. Threats

Competition in the insurance industry places a big disadvantage in the side of Anthem Inc. Anthem Insurance Company faces the threat of high levels of competition in the insurance industry which in turn threaten its performance.

Technological problems have a great effect in disadvantaging the performance of the company. Anthem Inc. faces a threat of lagging behind technologically which translates to a lower position in the competition field (Jackson, Joshi & Erhardt, 2003).

Introduction of new products and services threatens to outdo the preference levels on the existing one that is offered by the company. Anthem Inc. faces a challenge of the invention of new insurance plans that turn out to be more favourable for clients (Marketing Dawn, 2015).

· PESTEL Analysis

A PESTEL analysis is a concept in marketing that is used as a tool for evaluating the environment that they are operating in or that they wish to establish their activities. A PESTEL analysis is an abbreviation of aspects of the business environment that include Political, Economic, Social, Technological, Environmental and Legal aspects. PESTEL analysis enables a company to gain a bird’s eye view of the existing business environment from diverse angles that are relevant to the business’s performance (Gillespie, 2007).

i. Political Factors

Influence of government on business activities is classified under political factors. Under political factors may exist aspects like taxation policies, government, and political stability, market entry regulations etc. Taxation policies, for instance, may translate to high taxation on specific industries and. low taxation on other industries. As the political aspects differ in different regions, Samsung should evaluate them enough to establish the region with the most favourable aspects.

ii. Economic Factors

Economic factors determine the health of economic regions. Economic factors affect the overall performance of business organizations. Some examples of economic factors include employment rates, interest rates, inflation rates, and Disposal income of customers. A thorough evaluation of the economic aspects should be done to establish which region would bring along the best enrollment into the insurance industry (Gillespie, 2007).

iii. Social Factors

Components of the mentality of individual consumers in a potential market. Population demographics, education levels, wealth distribution patterns, lifestyle, and trends make social factors. In situations where there is a high and low season, enough research should be done to avoid establishing insurance recruitment activities during the low season.

iv. Technological Factors

Innovations in technological trends affect the operations of an entire industry. Technological factors determine the internal efficiency of the production processes of a business. Technological factors include new discoveries, new technological platforms, technological obsolescence rates and technological advances and innovations. As an insurance company, Anthem Inc. should make sure it keeps its data recording, storage and client record tracking technology up to date (Oxlearn.com ,2016).

v. Environmental Factors

Environmental effects of business activities should be evaluated sufficiently to establish the effects of the environment on the business as well as the environmental friendliness of the business (Chapman, 2016). Environmental factors of a business include climate, weather, geographical location, waste disposal regulations, environmental protection laws, energy consumption regulation, etc.

vi. Legal Factors

Legal factors involve the laws and regulations that apply in a region to assist a business in avoiding legal costs. To avoid these legal costs enough research should be done on the established regulations so the business should operate within their confinements. Legal factors may include health and safety regulations, product regulations, employment regulations, antitrust laws, etc.

LITERATURE REVIEW

Enhancing Service Delivery at Anthem

The Challenge of Service Delivery-Problem Statement

Adequate service delivery is what every insurance company dreams of when putting up its goals, objectives, and strategic plan. Inadequate service delivery tends to greatly affect the overall performance of insurance companies as their line of work lies in the service sector. Anthem insurance company like any other insurance company faces the challenge of delivering unsatisfactory services to its clients. Anthem Insurance Company has experienced a wide combination of threats that pose a challenge to its service delivery. Some of these challenges include loss of clients’ data, experiencing illegal access to client information and failure to honor agreement with clients in terms of benefits (Baker & Logue 2014).

Anthem Inc. has encountered situations of illegal access to their client’s information that they store online. Such situations led to massive adverse effects in the entire company with clients withdrawing their trust for the company to safeguard their records. Illegal information access may not only lead to just access but also interference with client records. Loss of client information as well poses a great challenge to the performance of the company. In case of such data loss, the company loses track of client’s transactions and updates which hinders future transactions as well. In another service failure occasion, anthem Inc. was faced by claims of breaching agreement with clients by refusing to pay benefits to clients as stated in their agreement (Peltier, 2016).

A framework to address the problem of insufficient performance of insurance companies is aimed to be provided in the review. Main objectives of the review in relation to the key areas it focuses to address are to provide a framework that best provides anthem insurance company the opportunity to deliver satisfying services to its client. It focuses on addressing the key issues that hinder the performance of the company. It aims to provide a solution plan to prevent the challenges, one that offers a solution to overcome them in case of occurrence and offers a solution prevention of future occurrences (Davis & Worrall, 2014).

Solutions to the Problem of Service Delivery

In relation to the growing obstacles to adequate service delivery, recommendations to address the obstacles are as well included in the review. Stating a problem cannot be enough and therefore this part provides a series of recommendations to ensure that they overcome them and achieve the desired performance in the insurance industry. To ensure security of client information, Anthem Inc. requires advancing its data and information protection systems. Advancing the data and information protection systems makes it hard to experience cases of security breach that assists in safeguarding client information as well as the company’s records (Crossler et al., 2013).

Ensuring that a reliable back up is available in case a loss of important records is experienced solves the problem because the records will be available from another source. Creating information back-up plans makes sure that even in cases of intended omission of records do not result to permanent loss of data. Additionally creating an information back-up system ensures that the information is sufficiently secure. Breaching of client contracts could be avoided by making sure that the company honors all its agreement with its clients. Increased customer trust will always be guaranteed if the company keeps their word, which in return results to a better service provision in the insurance industry (Dalla Pozza & Texier, 2014).

How to Improve Service Delivery-Implementation Plan

Advancing Data and Information Protection Systems

Client records are the most crucial part of insurance company records. Securing these records should be accorded top most priorities in any insurance company. Anthem insurance company therefore should implement measures that are highly effective to ensure that the required level of data and information security is achieved. Anthem Insurance Company has experienced occasions of security breach delicate information on their clients was exposed online. Having experienced such information breach, the company clearly recognizes the need to improve all-round protection of their information records (Davis & Worrall, 2014).

Online data storage systems are a sensitive storage sector for any company. Online security breaches have been on the rise recently all over the world. To ensure that the data that they store online is secure, Anthem Inc. would need to enhance their online data protection technology. The technological locking procedures used to prevent access to online data should be sophisticated enough to ensure that information is sufficiently secure. The requirements needed to access Anthem Inc.’s online data should be made very specific in ways that make access by unauthorized personnel as hard as impossible. This could involve the use of fingerprints or facial recognition to log in to online data records (Demirkan & Delen 2013).

Files and other physical information-holding accessories should be highly protected from unnecessary access. Information on clients is not only stored online but could also be available physically in files or folders that are kept in the company’s records offices. File records may contain client paperwork like bank deposits, agreement contracts, client claim request, and many other classified records. Accessing such records could cause exposure of rather private and confidential information of individuals that is illegal. Records offices should therefore be highly guarded to ensure that unauthorized access is quite impossible to occur (Ward & Peppard, 2016).

Training information and data management employees on skills and techniques of data protection could work in favour of Anthem Inc. to protect its records. Ensuring that information handlers in and out of the records office are highly on information safeguarding measures. Precaution measures should be adequately taught to the employees to ensure that they do not play part in allowing access to confidential records in their duty execution processes. Avoiding careless handling of data could as well be achieved by making sure that records fall into very few and specific hands to reduce the responsibility circle which in turn promotes careful handling of records (Kiragu, 2014).

Ensuring Availability of Records and Information

Availability of client records and information as well as those that contain the company’s information should be ensured. Information is the most crucial aspect in the decision making process. Holding such an important part to play calls for availability of information at any times it is needed. Loss of information would affect the company greatly as a basis for making decisions is lost in the process. Decisions are what determine the continuity of a company, specifically in the insurance industry and lacking a basis for decision-making affects the company’s overall running (Kane, 2014).

An online back-up system should be made available to ensure that information is available at any occasions or times when it is needed. Online backup system could be made by introducing drives that are used to store copies of information. Each single entry of that is made in to the records of the company should be uploaded into the drives as well. Different drives could be used to hold different categories of information like client personal details in a single drive, others containing financial records, compensation claims etc. Creating online backup systems helps to safeguard records in case they are tampered with, omitted, or accidentally lost (Diacon, 2016).

Providing additional copies of client files of information could be used to the company’s advantage to ensure that records are available in another location in case their records are lost. Ensuring that clients are given copies of their records as well gives a chance to confirm that the records are the original entries in case a doubt arises. Clients could be summoned and have the records in their possession provide the surety that is needed. By doing this Anthem Inc. will ensure that it gets the information it requires and will also ensure that incase of loss of records, they could use the client copies to make new updates( Kane, 2014).

Clients’ information keeps changing from time to time. Records on client background information need to be updated as it changes to ensure relevancy of information that the company holds on a client. Enough follow-up should be done to ensure that the available information on clients is up-to-date to avoid cases of false or inadequate information. In cases where for example provided income information and has changed jobs, it will be inadequate to use the former information to calculate their standing premiums. Probability of encountering risks should as well be updated as it changes to ensure that the relevant premium rates are charged accordingly (Jibbe et al.2013)

Honoring Agreement with Clients

Insurance involves an agreement between an insurance company and the insured. An insured party agrees to pay a given amount at certain intervals and the insurance company agrees to compensate risks if they occur under specified conditions. Following the provided agreements, both parties should stick to the terms and conditions provided in the insurance contract for the insurance agreement to remain fair to both parties. An insurance company should make sure that it sticks to the premium rate agreed at the said intervals while the insured should make sure they make the payments as required. Failure to honor the agreement provided initially in the insurance contract brings along client mistrust for the company (George, 2015).

Prior to getting into any insurance contract, an insurance contract should make sure that they brief a potential client on their applicable terms and conditions. Briefing a client on such aspects ensures the essential awareness creation for both parties. Entering into the agreement therefore can be termed as voluntary for both parties that in return are expected to increases levels of conformity to agreement. Defining terms and agreements before entering into a contract ensures that any confusion are clearly addressed. With a clear statement and understanding of a contract, the company gives the client a chance to choose to enter into the agreement or not to which holds the client fully responsible for breaching (Diacon, 2016).

In the past, Anthem Inc. has been faced by claims of rescinding insurance policies especially those involving costly or life-threatening illnesses. Research into the matter concluded that the cancellations were unlawful and a breach of the provided insurance agreement with the company’s clients. Paying insurance cover to clients is one of the most crucial ways of honoring insurance agreements with clients. Failure to honor claims that are confirmed legal or are provided for in the insurance contract is a default of contract. Anthem Inc. should therefore consider it their call to honor the agreements made with clients to ensure sufficient service delivery (Demirkan & Delen, 2013).

Premium rates are another composition of an insurance contract. Before entering into insurance, the client is made aware of the rates they are required to pay to achieve their intended insurance cover. If in any case the insurance company finds it necessary to change the premium rates of a given client, it is necessary to inform them in advance. Making communication on changes of rates of payment helps the company to avoid forcing a client into breaching their contract agreement. Surprise debts are as well avoided through making communications on changes in premium rates early enough (Demirkan & Delen, 2013).

Effectiveness of a Good Service Delivery-Analysis

To enhance, as well as achieve sufficient performance in the insurance industry the above review provides an effective framework. Failure to honor agreements with clients could cost the company a large number of clients because doing so breaks their trust for the company. Loosing client trust acts as an obstacle towards achieving sufficient service delivery. Additionally, failure to brief clients on changes in premium charges may cause fall-outs with the client that in return also contributes to poor service delivery as well as the overall performance of the company. In the framework as well, a gateway to achieving record availability is provided. It provides measures that are highly effective in ensuring that records are available in any occasions or time they are needed (English et al., 2015).

Data maintenance and protection techniques are provided in the framework. Data protection is an essential part of an insurance company in maintaining client privacy as well as containing the company’s classified information form access. Protection of forward moving strategies is required to maintain uniqueness and to protect a company’s legacy. Towards achieving the stated therefore, Anthem Inc. can exploit the framework adequately to achieve the best out of it. Considering its benefits for the company, the framework provides a chance to increase data and information security by 56%. Such an improvement is a good start towards achieving information security confirming the framework to be of the best effects in achieving the same (Ostrager & Newman, 2012)

An overall improvement of 46% is as well predicted from adoption of the above framework. A combined address of data insecurity, loss of records and breach of agreement contracts is done by the implementations provided above. The framework therefore provides an advantage in that it successfully addresses a wide range of crucial obstacles to performance at the same time. Data protection, availability and honoring contracts are the key aspects towards the overall performance of any insurance company. Tackling the three aspects therefore gives the company a chance to achieve the highest possible performance in the insurance industry (Mengus, 2014).

RECOMMENDATIONS AND IMPLEMENTATIONS

A. Ensuring Information and Data Protection

Information is one of the most crucial elements of any organization. Information is always the key to providing the organization’s secrets, strengths and weaknesses that can give malicious parties the chance to sabotage the organization (Cannon, 2016). There are several implementations that Anthem Inc. can apply to solve the problem of unauthorized access to its information.

i) Improve Online Data Protection Technology

Online stored data is sometimes at risk of facing cybercrime fraud. Anthem Inc. has faced events of cyber-attacks in the past where client data was accessed and leaked online (Wood, 1996). To avoid cyber-attack incidences in the future, online data protection techniques should be advanced technologically to make sure that the protection system cannot be decrypted easily (Chen & Zhao, 2012). Encryption could be in form of having strong access prevention passwords; or rather access processes like a series of questions that should be answered correctly. In addition, authorization could involve certain recognition such as fingerprint, eye or voice.

ii) Safeguarding Physical Data Records and Files

Physical data storage involves the information and records offices at the company premises. In order to ensure prevention of unauthorized access, Anthem Inc. should make sure that it accords the best security protection system to these offices. Safeguarding may involve assigning adequate numbers of security personnel o guard these offices (Murray, Lewitzky & Boldt, 2006). Strategic positioning of these offices as well can help to keep them a secret from outsiders. Another way of protecting data records is making the offices with strong and incorruptible materials that are not easy to break into.

iii) Training Data Handling Personnel on Minimizing Information Leakage

Data handling personnel could contribute to information breach. Enlightening data handling employees on necessary precautions that can be taken to minimize chances of aiding data breach incidences could help the company to increase data security (Troubleshoot and Solve Data breaches and prevention strategies Problems –search Financial Security, 2016). Practices like logging out accounts when they are not in use should be made a common practice to avoid providing opportunities to data theft. Data encryption techniques should as well be made known to the employees to increase data protection measures. Employees should be trained to enable them to identify unusual behaviors in the servers, for instance, taking too long to produce feedback which might mean the data is being channeled.

B. Ensuring Availability of Client Information

Availability of information assists a great deal in making sure that decisions that are made by the company are based on facts and not assumptions. Making assumed decisions leads to inaccuracy which in turn leads to poor performance of strategies. Availability of information at Anthem Inc. could be ensured by several measures.

i) Establishing an Online Data Backup Plan

Many companies prefer to use online storage of data as it consumes less space and handling effort (Mooney, Kimlinger & Wood, 1997). Online data could be accidentally lost or be omitted intentionally by interested individuals. In such incidences, Anthem Inc. should establish a system for backing up online stored data. Online data backup could be achieved by introducing the use of hard drives to back up online data storage. These hard drives enable the company to retrieve data in cases of loss or omission from the servers.

ii) Introducing Offsite Data Storage Locations

In cases where data is stored physically by the use of client files and folders. Unauthorized personnel can figure ways of accessing the records offices and tamper with the stored information. In occasions where the data is stolen or omitted, it could be hard to retrieve it or establish ways of getting other accurate copies of the same. Introducing offsite data storage facilities could work a great deal in ensuring that physically stored data can be retrieved when it is lost. Offsite storage ensures increased information secrecy and protection in the records and information department (Masters, 1993)

iii) Clear and Updated Data Entries

Anthem insurance should make sure that available data is made up to date to ensure relevancy and accuracy of available information (Duncan & Miller, 2000). In cases where client financial records, for instance, do not match the expectations created by former entries,the records system should be able to point out the fall outs. Clients as wellshouldbe summoned at specific intervals to provide an update of their records (Zissis & Lekkas, 2012). Data accuracy should be maintained to ensure decisions on premium rates and risk probability classification are made correctly.

C. Honour Agreements with Clients

In several cases, Anthem Insurance Company has been faced with claims that it failed to honour its agreement with clients. As an insurance company, the main determinant of success is how well the company treats its clients. Respecting the clients’ rights as well should be a priority for Anthem Inc.

i) Respect Client Rights

Anthem Insurance Company has faced the criticism of not briefing their clients on their terms and conditions. Failure to brief clients on the terms and conditions exposes clients to the risk of breaching the contract of agreement (Denkowski, & Denkowski, 1982). Anthem Inc. in some cases tends to assume that their clients understand the set terms and conditions. Promoting understanding, on the other hand, ensures voluntarism increasing compliance levels.

ii) Honour Presented compensation claims

Denying payment claims by clients paints a bad picture on an insurance company. Anthem Inc. has faced such accusations for canceling medical claims on certain illnesses. As an insurance company, Anthem Inc. should ensure that it honours all legal claims that are presented by clients. Honoring client claims brings along a good reputation which signifies a good performance for the company (Anthem Insurance Companies, 2016).

iii) Notifying Clients of any Changes Early in Advance

In cases of changes in terms and conditions of the agreement, as well as the responsibilities of the client, the company should let the client know early enough. Making communication early gives clients the freedom to determine their own fate, whether to stay in the contract or to sign out. Giving clients such freedom gives them chance to voluntarily be in the insurance plan. In addition, changes should be made known to clients to prepare them to make their favourable decisions to avoid depriving them the freedom to choose (Aftergut, 2015).

CONCLUSSION

Anthem Insurance Company is one of the most trusted health Insurance providers. It is additionally one of the largest health benefits Company in the United States. Anthem Insurance Company’s success is a result of its significant growth and achievement of 80% control of the medical insurance market in Indiana. Despite the success records, however, the company faces a series of elements that challenge its journey of success. In order to identify these elements, highly effective analysis techniques need to be able to differentiate them from other positive elements. Additionally, the project provides data maintenance techniques that safeguard and ensure availability of data whenever it is required which in turn ensures decisions are sufficiently informed from the available information. Ensuring that it honours client claims provides the company with the customer trust benefits that are important in developing a very robust service delivery system.

References

Aftergut, J., Shields, R. B., Baker, D. L., & Jones, C. C (2015). Ways of Honoring: Building a Legacy of Practice, Intention, and Inquiry in the Process of Growing Older.

Anthem Insurance Companies, I. (2016). Anthem Insurance Companies, Inc.: Private Company Information - Businessweek. Bloomberg.com. Retrieved 25 October 2016, from:http://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=3116488

Cannon, T. (2016). The Root of the Problem: How to Prevent Security Breaches. WIRED. Retrieved 25 October 2016, from: https://www.wired.com/insights/2015/02/the-root-of-the security-problem/

Chapman, A. (2016).Pest market analysis tool. Retrieved from http://www.businessballs.com/pestanalysisfreetemplate.htm

Chen, D., & Zhao, H. (2012, March). Data security and privacy protection issues in cloud computing. In Computer Science and Electronics Engineering (ICCSEE), 2012 International Conference on (Vol. 1, pp. 647-651). IEEE.

Denkowski, K. M., & Denkowski, G. C. (1982). Client-counselor confidentiality: an update of rationale, legal status, and implications. Personnel & Guidance Journal, 60(6).

Duncan, B. L., & Miller, S. D. (2000). The client's theory of change: Consulting the client in the integrative process. Journal of Psychotherapy Integration, 10(2), 169.

Gillespie, A. (2007). PESTEL analysis of the macro-environment. Foundations of Economics, Oxford University Press, USA.

Jackson, S. E., Joshi, A., & Erhardt, N. L. (2003). Recent research on team and organizational diversity: SWOT analysis and implications. Journal of management, 29(6), 801-830.

Marketing Dawn (2015). SWOT Analysis of Anthem. Retrieved 19 October 2016, from http://marketingdawn.com/swot-analysis-of-anthem/

Masters, D. R. (1993). U.S. Patent No. 5,212,772. Washington, DC: U.S. Patent and Trademark Office.

Mooney, D. M., Kimlinger, J. A., & Wood, D. E. (1997). U.S. Patent No. 5,610,981. Washington, DC: U.S. Patent and Trademark Office.

Murray, B., Lewitzky, A., &Boldt, T. (2006). U.S. Patent No. 7,134,041. Washington, DC: U.S. Patent and Trademark Office.

Oxlearn.com (2016). PESTLE - Macro Environmental Analysis. Retrieved 19 October 2016, from http://www.oxlearn.com/arg_Marketing-Resources-PESTLE---Macro- Environmental-Analysis_11_31

Troubleshoot and Solve Data breaches and prevention strategies Problems - SearchFinancialSecurity. (2016). Searchfinancialsecurity.techtarget.com. Retrieved25 October 2016, from: http://searchfinancialsecurity.techtarget.com/info/problemsolve/Databreaches-and-prevention-strategies

Wood, T. E. (1996). U.S. Patent No. 5,515,502. Washington, DC: U.S. Patent and Trademark Office.

Zissis, D., & Lekkas, D. (2012). Addressing cloud computing security issues. Future Generation computer systems, 28(3), 583-592.