1 CASE STUDY: Simplifying Certification, Improving Broker Management and Streamlining Business Processing Dial in: Code: February 25, 2016

Pinpoint Global Communications Confidential |2 Melanie Watterberg Vice President Broker Development Cigna-HealthSpring Bob Sullivan President & CEO Pinpoint Global Communications Presenters

Pinpoint Global Communications Confidential |3 The Challenge Solution Requirements and Development Solution Delivery Demonstration of the Solution Benefits of the Solution Agenda

Pinpoint Global Communications Confidential |4 The Challenge

Pinpoint Global Communications Confidential |5 Existing Medicare Broker Certification Flawed –Required > 15 hours to complete –Self-registration process for agents error prone –No way to “pre-determine” training track for agents/markets –No support for agencies to run reports on agent completions –No support to provide Agent tools/marketing in one location –No support to feed agent certification to the CHS CRM real time –No electronic method for accepting new contracts annually Situation Analysis—2014 AEP

Pinpoint Global Communications Confidential |6 CMS Requirements –Annual Medicare Basics and FWA certification CMS and CHS Requirements –Certify > 13,000 agents and home office personnel –Market specific training –Face-to-face training for all new agents –Accept multiple National Training providers –Certification and Re-contracting completions to feed real time into CHS CRM Situation Analysis—2015 AEP

Pinpoint Global Communications Confidential |7 1. Simplify and accelerate agent registration process 2. Certification process –Consolidate product course list –Permit agents to choose their markets –Enable agents to record a completion for any national provider 3. Provide a central, intuitive location for Broker Resources 4. Support certification running in parallel with agent re-contracting 5. Provide agency administrators system access –Real-time access to agent certification status & contact information –Agent status details Requirements to Improve Certification Process

Pinpoint Global Communications Confidential |8 The Solution

Pinpoint Global Communications Confidential |9 UTILIZE data feed to improve agent registration process – Pre-configure agent user information – Pre-configure training SUPPORT NPN validation to prevent user error when registering REDUCE overall certification duration by 75% –Promote 90-minute Pinpoint National Medicare Training –Consolidate Product and In-person training PROVIDE Centralized Broker Resource Library in the system Solutions Delivery—Agents and Brokers

Pinpoint Global Communications Confidential |10 UTILIZE data feed to provide agency admins system access –Assign admins to specific agencies based on feed –Agency hierarchy (of agencies and agents) from feed –Pre-configure training by applying feed “rules” ENHANCE Client Administration –Designate National Medicare Training Provider –Update user markets –Approval of National Medicare Training completion certificates PROVIDE nightly agent certification feed to Pivotal system IMPROVE certification reimbursement program Solutions Delivery—Agency Administration

Pinpoint Global Communications Confidential |11 Medicare Certification System Demonstration

Pinpoint Global Communications Confidential |12 The Results

Pinpoint Global Communications Confidential |13 Streamline point of entry and registration for an agent (having designated training tracks help with streamline of entry) DECREASE user registration errors Branding to CHS – professional look and feel for the dashboard Reporting for agency partners reduced call volume and manual reporting requirements REDUCE requests from agencies/agents by 50% Automation with national training platform completions ELIMINATE manual uploads of national certifications by 70% REDUCTION of overall costs 1.Elimination of paper re-contracting process 2. Reduction of Onboarding employees from 25 to 7 Solution’s Measurable Benefits

Bob Sullivan ext. 222 Pinpoint Global Communications Confidential |14 For More Information