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Ex-executive accuses insurance giant of 'purging' customers

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  • Ex-executive accuses insurance giant of 'purging' customers

    Ex-executive accuses insurance giant of 'purging' customers

    updated 11:26 a.m. EDT, Thu July 2, 2009

    By Jim Acosta and Bonney Kapp
    CNN's American Morning

    PHILADELPHIA, Pennsylvania (CNN) -- Wendell Potter says he is finished
    defending the insurance industry, which he says is "beholden to Wall
    Street."
    Wendell Potter once was a vice president in the public relations
    department for insurance giant Cigna.

    Wendell Potter once was a vice president in the public relations
    department for insurance giant Cigna.

    At a hearing last week before the Senate Commerce Committee, the
    former vice president of corporate communications at the insurance
    giant Cigna testified, "I know from personal experience that members
    of Congress and the public have good reason to question the honesty
    and trustworthiness of the insurance industry."

    The committee's chairman, Jay Rockefeller, D-West Virginia, told
    Potter, "You are better than Russell Crowe on 'The Insider,' "
    referring to the award-winning 1999 film about cigarette company
    executive Jeffrey Wigand, who blew the whistle on the tobacco
    industry's practices.

    In his testimony and during an interview with CNN, Potter described
    how underwriters at his former company would drive small businesses
    with expensive insurance claims to dump their Cigna policies. Industry
    executives refer to the practice as "purging," Potter said.

    "When that business comes up for renewal, the underwriters jack the
    rates up so much, the employer has no choice but to drop insurance,"
    Potter said.

    CNN obtained a transcript of a 2008 Cigna conference call with
    investors in which company executives use the term "purge."

    But in an e-mail to CNN, Cigna spokesman Chris Curran denied the
    company engages in purging.

    "We do not practice that. We will offer rates that are reflective of
    the competitive group health insurance market. We always encourage our
    clients to compare our proposed rates to those available from other
    carriers," Curran wrote.

    Cigna had revenue of $19.1 billion in 2008, according to the company
    Web site.

    Potter started thinking about leaving Cigna in 2007 after he visited a
    medical charity event at a Virginia fairground.

    "It was almost like an electrical jolt," Potter said.

    At the event, Potter took pictures of doctors offering free health
    care to the uninsured.

    "The volunteer doctors were seeing patients in barns, people in animal
    stalls," Potter said. "It changed it for me."

    He says he finally decided to quit in 2007 after Cigna's controversial
    handling of an insurance claim made by the family of a California
    teenager, Nataline Sarkysian.

    The Sarkysian family made repeated appeals at news conferences for
    Cigna to approve a liver transplant for the 17-year-old, who had
    leukemia. Cigna initially declined to cover the operation, then
    reversed its decision.

    Sarkysian died hours after the company's reversal.

    As Cigna's spokesman during the controversy, Potter had no role in the
    decision to deny coverage. But he was inundated with angry phone
    calls.

    "After she died, my voice mail and my e-mail inbox were just filled
    with messages from people who were just outraged, " Potter said.
    Don't Miss

    Now a senior fellow on health care for the nonpartisan watchdog group
    Center for Media and Democracy, Potter writes a blog on health care
    reform. In particular, he is keeping an eye on efforts to defeat
    legislation that would give Americans the option of joining a
    government health care plan, something he now supports.

    He says he witnessed how the insurance industry torpedoed health care
    reform efforts during the Clinton administration.

    "They conduct what I call duplicitous PR campaigns. They'll say what
    people want to hear," Potter says. "It's how they operate. You cannot
    trust these guys."

    Potter is also taking aim at some of the TV commercials aired by
    groups opposed to changes. One such ad caught Potter's eye. Run by the
    conservative organization Patients United Now, the ad says that "now,
    Washington wants to bring Canadian-style health care to the U.S."

    "Sometimes you'll see misleading information. And sometimes you'll see
    outright lies, like that [ad] is," Potter said, referring to the spot.

    Patients United Now spokeswoman Amy Menefee disagreed.

    "We're not saying there's a Canada health care act of 2009," Menefee
    said. "It is a trend. It's trending in that direction."

    Potter notes that the leading proposals for health care in Congress do
    not seek to set up Canadian-style health care in the United States. He
    says claims that overhauling the system would lead to "rationing" of
    care are missing his point.

    "What we have is rationing by corporate executives who are beholden to
    Wall Street. And it happens all the time," Potter said.
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