welcome
president and ceo's message
financial highlights
2000 milestones
leadershipour promiseprogress
service
balanceCareFirst in brief

photo: Andrew Cardin M.D.

Each working day in 2000, CareFirst enrolled an average of 2,690 new members. Each new member received a packet of information about the company and about his or her personal benefits plan. Each new member also received a CareFirst Membership Card - a personal reminder that the resources of good health are always close at hand.

Service
Each working day, telephones ring more than 30,000 times in CareFirst offices. Each day, our members come to us with problems, inquiries and specific requests for assistance in regaining or maintaining their good health.
To ease the Mind, heal the Body, lift the Spirit...promote good Health.
CareFirst's goal in 2001 is to achieve what we term 'first call resolution' on 85 percent of the calls received each business day. In addition, we continue to develop a self-service health 'infomart' and other on-line resources as part of a comprehensive e-commerce response system. Ultimately, customers will be able to go on-line to review their benefits, submit and track the status of claims and obtain an explanation of benefits at the time medical services are rendered - 24 hours a day, seven days a week.
CareFirst again posted one of the industry's lowest administrative expense ratios in 2000, with only 9 cents of every revenue dollar allocated to processing claims, serving our members and funding other business operations. Continued investment in new information management technology and more streamlined customer service is designed to further reduce the cost of administering member benefits.
photo: smiling boychart graphic: CareFirst Membership 1997 - 2.209.563, 1998 - 2,340,828, 1999 - 2,599,662, 2000 - 2,997,312
photo: smiling boygraphic: 3,600 Primary Care Physicians / 30,000 Participating Physicians, Dentist and other medical professionals