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Korea Herald
30-04-2025
- Automotive
- Korea Herald
Jaguar Land Rover rolls out trust-driven overhaul in Korea
Jaguar Land Rover, British premium car manufacturer, announced the introduction of a new customer care initiative in Korea that aims to address long-standing concerns over consumer trust, which has been a key obstacle to the brand's growth here. The One Strategy initiative is "designed to redefine what a premium ownership experience means in Korea,' said Robin Colgan, managing director of JLR Korea, during a media conference held Wednesday in Seoul. The strategy includes extending warranty coverage, enhancing access to after-sales service, and expanding the availability of car-related information through both online and offline channels. A key change is the extension of the complimentary warranty and related services from three years to five years. As part of the initiative, JLR Korea launched the One Care mobile app, which allows customers to view their vehicle's repair history, locations of service centers and showrooms, and book service appointments. The app is designed to support consistent communication between customers and service providers, while informing users of all available services they are entitled to, the company said. The company has also rebranded its digital platforms. The online showroom, now called One Store, offers real-time inventory updates across dealerships, and the revamped loyalty program, One Membership, provides easier access to membership services, which are all integrated into the One Care app. Customer trust has been a persistent issue for Jaguar Land Rover in Korea, following criticism over product quality and limited after-sales support in the late 2010s. Taking on his role in 2021, Colgan made building trust his top priority. However, in 2023, the Korea Consumer Agency reported that Land Rover had the highest rate of consumer complaint filings per newly registered vehicle between 2020 and 2022. Among the automaker's brands, Land Rover's sales in Korea showed a downward trend after surpassing 10,000 units annually between 2016 and 2018. Last year, it marked 4,437 units in sales. Sales of Jaguar models have been suspended in Korea since 2023, as the brand plans to reenter the market with electric models. 'Over the past few years, we've been really focused on building trust, improving customer service and laying the foundation for a more meaningful ownership experience here in Korea,' Colgan said, noting that the company has seen signs of progress in internal customer satisfaction metrics.
Boston Globe
09-04-2025
- Business
- Boston Globe
Amid financial turmoil, Massachusetts insurer Commonwealth Care Alliance finds new owner
The acquisition is a dramatic about-face for a storied Massachusetts company, which has long served people simultaneously eligible for Medicaid — which serves mostly low-income people — and Medicare, which helps largely people over 65 and those with disabilities. For months, the organization Related : Advertisement Commonwealth Care had initially struggled to find a buyer, with the state going so far as to put out a Preitauer credited the state's involvement with helping streamline the process, helping with required approvals and providing 'risk mitigation.' 'The state's support is what really helped us to jump into a very quick process,' Preitauer said. That support included an agreement by the state to limit any of the insurer's potential losses for two years, according to the state's Department of Health and Human Services and its public insurance arm MassHealth. The agencies did not say how much MassHealth might spend to do so. Advertisement Additionally, if CareSource earns more than a 2 percent margin over the next two years, the funds would go to repay money MassHealth said it is owed from Commonwealth Care Alliance. 'Our team within the Healey-Driscoll Administration has worked tirelessly to avoid a disruption in health care services for Massachusetts residents, and we can all breathe a little more easily as we welcome mission-driven CareSource to our state,' said Kate Walsh, secretary of Health and Human Services, in a statement. The bulk of Commonwealth Care's insurance operations will be folded into the Ohio organization, including two Massachusetts primary care physician practices, a component Massachusetts regulators were All 1,682 of Commonwealth Care's employees will join CareSource, though it is unclear how many of those employees will have long-term jobs with the company. Preitauer said starting next week, senior leadership at Commonwealth Care will be meeting with CareSource to decide what the organization looks like moving forward. But the goal for members is to minimize disruption. 'Might some things change? Probably,' Preitauer said. 'We're not going to leave it exactly like it is, but we're not coming in with a big hatchet.' With the solvency issues resolved, the state's Medicaid program allowed the insurer to reopen enrollment for two of its products: one for disabled individuals under 65 called One Care and a product for low-income seniors, Senior Care Options. Under both plans, Medicaid and Medicare provide Commonwealth Care a set amount of monthly money per member, allowing the organization greater flexibility in funding care. Advertisement CEO Chris Palmieri steps down Commonwealth Care CEO Chris Palmieri resigned from the organization this week, as has the entirety of the board, though former board chair David Klein will stay on with Commonwealth Care's parent organization to wind down operations in other states, including selling two Michigan-based organizations that worked with physicians to coordinate health insurance and services. 'As we searched for a strategic partner, CCA prioritized finding an organization that shares our values, and would enhance care for those we are privileged to serve,' Klein said in a statement. 'CareSource is the ideal partner for the long-term sustainability of CCA, with decades of expertise in managing complex care and a unique member-centric focus.' It was unclear whether Palmieri Preitauer said the entirety of his company's $400 million investment was going to the assets it acquired, not to Commonwealth Care's parent company, and anything involving the former CEO's compensation had been settled prior to his company's acquisition. 'Whatever agreements he had with his board, that's not something that I saw or got involved with. That is outside of our scope,' Preitauer said. 'Whatever happened happened before we closed.' The acquisition adds to the more than 2 million members that CareSource manages in 13 states, largely focused on people with government insurance, including Medicaid, those dually eligible for Medicaid and Medicare and those who receive state subsidies but purchase insurance from state-based insurance markets. Advertisement To date, CareSource counts 4,700 employees. While some have suggested that Commonwealth Care's expansion contributed to its financial problems, Preitauer said expansion wouldn't be destabilizing for his organization. The organization has a track record of growth, and a technology platform that he said allows it to scale. Being a non-profit has also allowed the organization to invest in its platforms rather than paying out to shareholders, Preitauer said. 'We've been able to invest resources in ways that others cannot or won't,' Preitauer said. 'And the way we've invested has strengthened our capability, strengthened our depth and our reach in a way that I think will really help CCA too. If we do this right, CCA is going to deepen its mission and its legacy here in Massachusetts.' The acquisition and expansion comes amid federal uncertainty and turmoil over Medicaid reimbursement rates. Preitauer said while there may be some federal financial pressures, the organization didn't want to pass up this opportunity. CareSource's scale also is even more of a reason for Commonwealth Care to be brought under the umbrella, Preitauer said, as it strengthens the organization to weather any potential storms. As the organizations combine, Preitauer asked for members of the disability community and others to have patience, and he promised to deliver on the organization's mission of caring for vulnerable populations. 'We get how special it is. We're going to do a really good job. And we ask the stakeholders, give us a minute,' Preitauer said. 'We're looking forward to being able to earn that [trust] and to show where our hearts are. But we do have a lot of work ahead.' Advertisement Jessica Bartlett can be reached at
