Today’s call center: A high-tech and high-touch powerhouse for increasing employee understanding and voluntary results David Schneeweis Sr. Vice President, Sales BenefitVision, Inc. Kevin Echols Regional Sales Director, Midwest Trustmark Voluntary Benefit Solutions

Where is the voluntary worksite industry headed? More carrier players entering the VB space Technology is playing a bigger role “Self-Service” is not service “Groupification” of the worksite industry Employers are looking for solutions as part of offering VB

Where is the voluntary worksite industry headed? Despite what self-service platforms are trying to accomplish…. Employees still want to talk to someone due to increasing benefit complexity and the shift to more consumer driven choices Insurance carriers want improved participation results Is increasingly becoming more mainstream offering by employee benefit brokers More and more new employee-choice products are coming to the market

What are some of today’s challenges in the world of enrollment? Creates administrative complexity for the employer Employers do not want their employees “over-sold” by commission-driven sales people On-site can sometimes be perceived as disruptive at the workplace Becoming increasingly difficult for traditional enrollment models to fully support dispersed employee populations and shift work situations especially year-round

What are some of today’s challenges in the world of enrollment? Self-Service enrollment is not producing participation results needed for all products On-site face to face enrollment presents consistency and quality assurance management challenges Not all carriers can support the back-end (EDI and Reporting) process Not all technology platforms can support unique carrier UW rules and/or back end data interface and reporting requirements

What is BenefitVision’s approach in the marketplace? 22+ years of proven experience in the tele-enrollment business that delivers a unique solution Developed techniques for incredibly effective communication and education Focus is on helping them make informed decisions and enroll in their benefits Highly customized approach to service delivery Unique Employee Workbook and our WebACES Enrollment

What is BenefitVision’s approach in the marketplace? Fully customized proprietary enrollment system and Benefit Administration system WebACES supports integrated co-browsing Provide a “no-cost” solution to employer by offering highly valued voluntary benefits Establish new client relationships – with new hire process Ours, Yours or Theirs

What factors promote the greatest success when implementing your services? Employees have to have a reason to call in (“A Hook”) Having adequate time to set a customer facing strategy & implement Having employer and broker support in encouraging strong collaboration with carrier partners Strong project management emphasis

What are characteristics of a “high performance” Call Center? Formal pre-enrollment training, quality assurance monitoring and on-going coaching of benefit representatives Salary/hourly based compensation with meaningful benefits for full-time representatives Staff experience, tenure & size scalability is important Having sufficient bi-lingual capabilities

What are characteristics of a “high performance” call Center? A “call-in” vs. “call-out” model Benefit Reps…Are they educators or salespeople? “No Appointment” required All calls should be recorded and immediately retrievable

How is BenefitVision able to sustain “no cost” services over the long-term? Access to benefit eligible employees (95-98%) through an efficient inbound call center process – Employees MUST have a reason to call in! Handle annual enrollment & new-hire process Proprietary technology is supported by full-time 20+ IT developers & programmers Year-round, fully staffed call center supports all business

Case study: Large soft drink bottling distributor Situation High-deductible health plan 6000 eligible employees 200 new hires enrolling each month due to ongoing acquisitions Active enrollment requires employees to call in for benefit elections Utilized BenefitVision’s call center, Employee Workbooks and proprietary enrollment system Open enrollment: Initial results 65% 42% $1.8M $1.2-$1.4M Enrolled in Accident Enrolled in Universal Life Total New Premium written - 2016 Forecasted New Premium - 2017

David Schneeweis Kevin Echols Sr. Vice President, Sales BenefitVision, Inc. dschneeweis@benefitvision.com Kevin Echols Regional Sales Director, Midwest Trustmark Voluntary Benefit Solutions kevin.echols@trustmarksolutions.com