Report from the Coventry work comp client meeting

More accurately, here’s a report about the meeting, held this year at the Ritz Carlton in Naples, Florida.
The annual client meeting, which is always held at a very nice place with lots of golf courses, finished up Thursday last. You may be shocked to hear I wasn’t invited; maybe Coventry knows about my aversion to golf…
But a bunch of folks were, and here’s what a few experienced/thought/took away.
The shocker came early, in the kickoff speech delivered by Work Comp boss Jim McGarry. According to several attendees, McGarry led off by apologizing for Coventry’s poor responsiveness, lack of customer focus, and general ‘our way or highway’ attitude. He acknowledged the Coventry work comp’s poor reputation for customer service was well earned, and promised that the company would be working diligently to change its ways.
There’s some actual evidence of Coventry’s commitment – the hiring of Pat Sullivan back in September. Sullivan, a long time and well respected industry veteran, surveyed Coventry’s market position for the company earlier this year and told McGarry et al that Coventry’s image was, well, lousy. (I don’t have inside knowledge of this so am likely not getting the characterization exactly correct.) So, McGarry hired Sullivan to help redo the company’s image.
Meanwhile, the announcement was in large part shocking because outside of the Sullivan hire, no one I spoke with saw any evidence that Coventry was at long last actually attempting to change its ways. One client commented (paraphrasing here) “we sure haven’t seen any evidence of any change.”
It is possible that the ex-Concentra folks are finally making their voices heard. First Health, the other predecessor company that is now under Coventry, was never noted for its customer orientation. After Concentra was merged into Coventry work comp, there was some expectation on the part of a few customers that things would get better. That expectation has not (yet) become reality.
Sources indicated Coventry did not say anything in public about the changes at Aetna Workers Comp Access; (AWCA lost its separate business unit status a few weeks ago in a move that may , or may not, result in improvements or a decline in its workers comp network). In private, a couple heard that AWCA’s representatives were telling everyone that it’s business as normal, no changes, moving forward on all fronts, full commitment from senior management, and other calming words.
There was some discussion about pending regulatory changes in Texas and the potential for revisions to California’s work comp law, with Coventry assuring its clients the company was on top of matters (which it probably is).
And a good bit of golf, sailing and spa-ing as well.
Notably, there was no one from AIG or Travelers in attendance. Seems like AIG is hunkering down and trying to avoid anything that remotely appears to be a boondoggle.
(Note – I contacted Coventry early this morning to get their take on the meeting but did not hear back by press time)