Dear friends,

Health care is changing rapidly. At Blue Cross Blue Shield of Massachusetts, we are committed to embracing changes that benefit individuals and families who need affordable coverage and patients who need high-quality care.

Our promise as a company is to always put our members first, and our mission is to ensure that our members and employer customers have access to quality, affordable health care with an unparalleled consumer experience.

We are dedicated to improving health outcomes for our members. We are passionate about meeting the needs of diverse employers and consumers in a seamless, surprise-free and satisfying way. And we are determined to reduce waste in health care and improve the overall value to our customers.

In order to accelerate our progress toward those goals, we are developing deeper relationships with strategically aligned partners, including physician organizations like Atrius Health and consumer-focused innovators like Pillpack. We share a common vision for the future of health care – to improve affordability and quality while providing a personalized and convenient consumer experience that earns trust and, over time, empowers better health. With the opening of our new innovation center, Well-B, our team is able to bring together people with diverse perspectives to collaborate, challenge the status quo and reimagine the future of health care.

We embark on this path keenly aware of our legacy of leadership in health care innovation, policy and practice. We played an instrumental role in the design and passage of Massachusetts’ pioneering health care reform law, which brought nearly universal coverage to our state’s residents. And our Alternative Quality Contract provider payment reforms have improved health care in Massachusetts and inspired similar value-based payment innovations nationwide.

We are proud of the role we play in making the health care system work better for everyone. The stories in this year’s annual report highlight some of our most important corporate and community initiatives from 2019 and illustrate how we intend to meet the changing needs and expectations of consumers in the years ahead.

Thank you for sharing our journey.

Andrew Dreyfus
President & CEO