Businessolver Implementation & Customer Service Plan

Objectives Examine implementation and enrollment timeline, and understand the steps, documents, and factors involved Review timeline and steps for employee changes happening after open enrollment New Hires Life Events Terminations Outline the billing process For the Client For the Broker Provide supporting resources Contact information Appendix of all documents mentioned

Implementation Process 60 – 120 Days ENROLLMENT Benefits Effective Date Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome Custom Exchange Portal Build 1 day 14 days 10-40 days 10 days 5 days 20 days Broker holds open enrollment meeting for employees CarePlus Benefits portal launched and employees elect benefits CarePlus portal closes at 5PM EST last day of open enrollment CarePlus sends Client welcome email with documents to complete CarePlus holds welcome call with Broker and Client Carrier underwriting and installation Client signs service agreement and proposal Client provides data sheet, roster, prior carrier medical invoices, and tax documentation (if applicable) and Broker completes build worksheets CarePlus/Broker turnover call Client approves Businessolver portal build Client completes carrier paperwork CarePlus Benefits Exchange portal ready CarePlus and Broker conduct portal QA CarePlus submits carrier paperwork CarePlus emails post enrollment client communications

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date 1 2 3 4 *Screenshot of document provided in Appendix Broker works with Client to complete and return documents by turnover call: Signed employer service agreement* Proposal* New group data sheet* Employee roster listing* Most recent medical Carrier invoice Notice of enrollment timing* Defined contribution funding strategy Benefit summary from carrier Plan details and rates Summary of benefits and coverage Carrier contact for paperwork and EDI *Screenshot of document provided in Appendix CarePlus emails: Client the “Next Steps Info” checklist CarePlus conducts audit of Client If Client does not pass audit, implementation and enrollment could take longer than predicted CarePlus turnover call Review new group materials Review group expectations Custom store Discuss exchange requirements Carrier rates Benefit summaries Carrier enrollment requirements

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date Following turnover call, CarePlus sends Client welcome email* with: Contact information Request to schedule kick-off call 1 CarePlus sends Broker/Carrier build worksheets to complete and return 2 Kick-off call reviews: Documents Carrier involvement Employee benefits funding Standard payroll report Timeline The Exchange portal launch Employee roll-out Open enrollment Benefits effective date Employee communication Invoices for coverage The Exchange portal build approval Next steps 3

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date CarePlus completes the Exchange configuration and QA Client/Broker review and approve the Exchange portal 2 1 3 The Exchange Portal Build is Complete CarePlus emails Carrier paperwork to Client to fill out and send back: Signed Employer application per Carrier

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date 1 2 3 Last Day of Open Enrollment Broker holds employee open enrollment meeting: Introduces the Exchange portal Educates employees on all products Explains benefits support Employee Q&A Directs employees to Liazon for technology support Employees receive email with the Exchange portal sign in information Client can choose to manually send email to employees or have the Exchange portal automatically send the email During open enrollment, Client/Broker can access enrollment progress updates (who has enrolled/ who hasn’t) through the Exchange Employer portal The Exchange Portal Closes at 5PM EST

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date 1 2 3 4 CarePlus submits paperwork and elections to Carriers paper-free Binder check If applicable – typically required for medical coverage only. Broker will inform Client if this is necessary. CarePlus emails post enrollment Client communications Post enrollment details available through the Exchange Employer portal It is the employer’s responsibility to work with the payroll provider and/or payroll system Notification on Carrier minimum participation Notification on plan re- rating (if applicable) Statement of Health or other forms (if applicable, by employee’s elections)

Post Enrollment Processing Carrier Member Welcome Sales Turn- over Welcome Process Open Enrollment Post Enrollment Processing Carrier Member Welcome The Exchange Portal Build Benefits Effective Date 1 2 3 Group/Member setup and installation Carriers send member welcome information Client/Broker informs employees when the group is officially enrolled Group number and member IDs may not be available by benefits effective date. Employers and Brokers should instruct employees on what to do in this scenario.

Summary IMPLEMENTATION ENROLLMENT Sales Turnover Open Enrollment Completed and returned documents to CarePlus Signed employer service agreement Proposal New group data sheet Employee roster listing Most recent medical Carrier invoice Notice of enrollment timing Defined contribution funding strategy Benefit summary from carrier Plan details and rates Summary of benefits and coverage Carrier contact for paperwork and EDI CarePlus emailed Client ‘Next Steps Info’ checklist Held turnover call Welcome Process Scheduled kick off call Completed and returned worksheets The Exchange Portal Build Completed and returned Carrier paperwork Signed employer application per Carrier Open Enrollment Employees received the Exchange portal launch email Client/Broker accesses updates through the Exchange Employer Portal Open enrollment closed Post Enrollment Processing Binder check (if applicable) Group received post enrollment communication Notification on Carrier minimum participation Notification on plan re-rating (if applicable) Statement of Health or other forms (if applicable, by employee’s elections) Carrier Member Welcome Employees received Carrier welcome information from Carriers Client/Broker informed employees that group is officially enrolled

New Hires & Terminations New Hire Enrollment Employee has 7 calendar days to enroll New Hire Activation 5 business days 3 business days The Exchange sends portal sign in information via email to employees Client or Broker adds new hire to the Exchange portal New hire information processed Employee required to sign in, complete enrollment process, and confirm all selections online Enrollment Complete Date of Hire Employee Terminated Disenrollment Termination Complete 5 business days Employer inputs termination via employer portal, indicating the employee’s last day worked and most recent address on file Enrollment and payroll reports are available to Clients through the Exchange Employer Portal.

Life Event Changes Life Event Change Life event occurs (marriage, divorce, newborn, spouse gains benefits elsewhere, etc.) Enrollment Changes Complete Life Event Change Employee signs into portal and initiates a life event Employer receives email notice of life event and signs into Employer Portal to review request (and supporting documentation, if applicable) Employer approves or denies request in Employer Portal, and can also add a comment if desired Throughout the process, employees can sign in to the Employee Portal and see when their life event has been approved or denied.

Annual Benefits Renewal Process 120 Days Benefits Effective Date Renewal Decision The Exchange Portal Update Open Enrollment Carrier Processing 59 calendar days 15 calendar days 14 calendar days 32 calendar days Client and Broker review updated store and rates, and funding strategy Broker submits final decisions Client approves the Exchange portal update CarePlus customizes and tests the Exchange Portal CarePlus and Broker conduct QA The Exchange emails employees that portal is open The Exchange portal closes at 5PM EST on last day of open enrollment CarePlus sends elections to Carriers paper-free Carrier processes enrollments Group number and member IDs may not be available by benefits effective date. Employers and Brokers should instruct employees on what to do in this scenario.

Billing: Client Billing 5 7 17 30 5th Business Day of Month 7th Business Day of Following Month 17th Day of Following Month Last Day of Following Month Email invoice to group for next month’s premium CSV data available to group upon request Payment due date is last business day of the month CarePlus sends letter stating if invoice is not paid by the 17th, coverage will be retro terminated Broker is notified Send termination letter $100 late payment fee is assessed Broker is notified Terminate with Carrier and CarePlus enrollment system Dates subject to change based on calendar and holidays

Billing: Broker Invoicing Process 1 5 30 7 30 1st Business Day of Month 5th Business Day of Month Due Date 7th Business Day of Following Month Last Day of Following Month Determine number of benefit eligible employees for each group attached to Broker Email invoice to Broker for next month’s fees Broker terms are net 30 – due date is 30 days after the invoice date Service call is made to Broker from CarePlus for any past due balance CarePlus verifies no payment to date and advises Broker of impending termination of relationship

Contact Information Contact CarePlus for: Contact Broker/Consultant for: Enrollment issues Benefit deduction reporting Tech support New hire processing Termination processing Life event processing Coverage confirmation Plan/Coverage questions Renewal process Benefits strategy Funding design Legal compliance Health care reform questions Claim support Carrier billing and payment questions Insurance products are offered by BB&T Insurance Services, Inc. and McGriff Seibels & Williams, Inc., both of whom are subsidiaries of BB&T Insurance Holdings, Inc. CarePlus is a brand of F.B.P. Insurance Services, LLC, CA license #0747466. BB&T Insurance Services, Inc., CA license #0C64544. Precept Insurance Solutions, LLC, CA license #0747466. McGriff, Seibels & Williams, Inc., CA license #0E83682.   © 2014, Branch Banking and Trust Company. All rights reserved.          Insurance.BBT.com