Operations

As we continue aligning our operational priorities with our long-term growth strategy, we remain focused on strengthening our abilities to serve our Customers. Our goal is clear: deliver exceptional service while supporting strong organizational growth—without increasing expenses at the same rate.

Across the Company, we are modernizing core platforms and tools and improving the way Customers enroll, access information, file claims, pay bills and receive support. We are strengthening governance and resiliency to help support reliable operations and protect Customer and Company information.

Together, these efforts are helping us deliver consistent, high‑quality experiences while keeping our operations focused on efficiency, reliability and the needs of our Customers. It’s all part of making things easier for Customers and being a different opinion.

Diana Bittle, Chief Operating Officer

2025 Successes

2025 was a great year of progress, transformation and anticipation for what 2026 will bring!

Enhanced organizational culture with key initiatives including Fueled by Your Feedback, a survey and focus groups evaluating Company benefits and a new Colleague learning platform.
Development of Company-wide AI strategy and implementations across operational areas to improve Colleague efficiency and capacity.
Launched AI Academy to help Colleagues better understand AI and leaders better understand how to leverage AI in business processes.
Leveraged automation to eliminate low-complexity manual tasks, reduce turnaround times and increase Colleague capacity for higher value work in areas around the Company.

Successful on time, on budget implementation of our new financial platform and modernization of Generally Accepted Accounting Principles with Long Duration Targeted Improvements changes to financials.
Strengthened disaster recovery and business continuity capabilities so that we can ensure we are available to serve our Customers.
Delivered numerous technology improvements to enhance Customer service and governance, including our online portal experience for policyholders, skills-based routing for Customer contacts, an enterprise data warehouse and a governance, risk and compliance platform.

2026 Goals

In 2026, our operational areas will continue supporting our top three organizational strategies: strong sales growth, reducing our expenses and continuing to live our brand by providing an exceptional Customer experience.

Focus areas for 2026 include

Aligning talent management with long-term business goals through workforce planning.

Continuing focus on AI for process improvements to improve our Customer service.

Enhancing test automation skill sets to help improve project throughput.

Improving efficiency and capacity for Colleagues while providing more capabilities to Customers through our online service center and mobile applications.

As we look ahead, we remain committed to building an operational foundation that strengthens our ability to serve Customers, support our Colleagues and fuel organizational growth. The progress we made in 2025 positions us well for the opportunities ahead, and we enter 2026 with clarity, momentum and confidence in our ability to deliver on our promises—today and for the future.