AbstractThis article details the recent history of CIGNA's Property&Casualty Division and its restructuring efforts intended to better identify and serve its external customers. The Loss Control Services (LCS) organization is a strong example of one of the division's internal service providers. The article explains loss control services within an insurance operation, then outlines CIGNA'S LCS efforts to keep pace with change and to continually improve for the benefit of its internal—and ultimately, CIGNA's external—customers.