Agent Sales Practices Last updated May 11, 2016 Code: CH1397752237.v2 ©2016 SureBridge | Proprietary and Confidential.

Why Are Sales Practices Important? What you SAY and DO during a sales presentation makes a difference as to your long-term relationship with your Customer – and their continued relationship with Chesapeake/SureBridge®. Miscommunications or misunderstanding on the part of your Customer can result in a cancellation (and loss of commission), loss of a client and referral source, and possibly an agent complaint. To avoid this from happening, the next few slides provide some Do’s and Don’ts to follow when selling SureBridge® insurance products. ©2016 SureBridge | Proprietary and Confidential.

The Sales Conversation DON’T DO Tell a customer supplemental plans are a deductible filler. Tell your customer: “These plans are designed to supplement your health insurance and pay lump-sum cash benefits directly to you. The money can be used not only to pay deductibles or co-insurance, but rent/mortgage payments, car payments, or just everyday living expenses.” Tell a customer supplemental benefits are an additional rider to their health coverage. Disclose: “This policy is separate from your health coverage and a separate premium is charged.” Tell a customer supplemental plans are included / required with their health insurance. “Supplemental plans are optional plans that help you pay for what health insurance doesn’t…” ©2016 SureBridge | Proprietary and Confidential.

The Sales Conversation DON’T DO Tell a customer supplemental plans are gap insurance. Tell your customer: “This plan can help you fill in the gaps that health insurance leaves.” Tell the customer their policy documents are with SureBridge Insurance. “These plans are marketed as SureBridge® which is the brand name for Chesapeake insurance products. Any future correspondence such as your policy and bank drafts will come from The Chesapeake Life Insurance Company.” Rush over the marketing materials. “Let’s go over all of the marketing materials so I can answer any questions you may have and give you a clear understanding of what is covered.” ©2016 SureBridge | Proprietary and Confidential.

Application Process – Select the Right Path Always select the appropriate enrollment path in the POS tool based upon the method of presentation to your customer: Application Process When to Use Product Support Face to Face This enrollment path should only be selected if you are actually sitting face-to-face in the same room with your customer. Note: Skype, Video Chat and Screen Sharing are not considered Face-to- Face. Never use the “Face-to-Face” enrollment path for a phone sale. Standard Application (Core Supplemental products) Term Life Final Expense Voice Signature This enrollment path must be used if the sale is over the phone (or when utilizing communication programs such as Skype or Video Chat) AND your customer is unable to e-sign their application through the POS tool. The agent must adhere to the voice signature process. Screen Sharing This enrollment path should be used if you are not together with your customer AND your customer is sitting in front of their computer. This selection will allow the customer to view your screen from their PC while you go through the application process. Note: This Screen Sharing software should have already been started at the Applicant Info screen or earlier, in order to use this option. Email This enrollment path should be used if you are not together with your customer AND your customer will be completing his/her application electronically. This option allows your customer to complete and submit the application themselves. For Term Life, the only processes available are Face-to-Face and Email. For Final Expense, the only process available is Face-to-Face. ©2016 SureBridge | Proprietary and Confidential.

More About Voice Signature You MUST follow the Voice Signature process EXACTLY when an application is signed by your customer using Voice Signature. Failure to follow the Voice Signature process as required could result in an invalid application or future claim disputes for your customer – and disciplinary action for you. DON’T DO Skip over some of the verbiage required for a Voice Signature. Follow the Voice Signature instructions in the SureBridge® point of sale tool. Read the entire Declarations and Agreements section of the application, as well as all other required acknowledgements and disclosures, to the customer VERBATIM in order to complete a valid Voice Signature. ! All documents includes, but is not limited to, reading every section of the Confirmations Screen verbatim. For more information, see the full Voice Signature Training. ©2016 SureBridge | Proprietary and Confidential.

©2016 SureBridge | Proprietary and Confidential. Discussing Payment DON’T DO Tell a customer they can choose their own premium draft date. Tell the customer the initial draft is ALWAYS taken upon policy approval/issue. Subsequent renewal premium charges will occur on the draft date requested. Tell a customer there is not a fee to apply for a supplemental plan. Where applicable, ALWAYS tell the customer there is an application fee related to our Supplemental plans. This fee helps cover administration costs related to the application process. Tell a customer there is only one charge for all the plans they apply for. Tell the customer there will be a bank draft for each application completed from The Chesapeake Life Insurance Company, plus a separate draft for any health or life insurance applied for at the same time. Clearly recap that information at the end of the sale. The effective date is not the initial draft date. Chesapeake collects the first premium and app fee immediately upon policy approval/issue. If the customer does not request a different effective date, the draft date will then be the same date of the month going forward. For example, the policy is approved/issued on April 17th. If the customer does not request a different effective date, the policy draft date will be the 17th of May, June, etc. If the customer requests a different effective date, the subsequent premiums will be taken on that date. For example, the policy is approved/issued on April 17th. However, the customer requests a May 1st effective date. The initial premium taken on April 17th means the customer is paid until June 1st. June 1st would be the next premium due date, then July1st, August 1st, etc. ©2016 SureBridge | Proprietary and Confidential.

©2016 SureBridge | Proprietary and Confidential. Mailing Addresses A big reason for customer dissatisfaction is having an incorrect mailing address as it leads to returned mail. A simple typo or missing a key portion of their mailing address, such as an apartment or suite number, can prevent the customer from receiving their policy documents. You can eliminate this problem by double checking the address with the customer before submitting the application. DON’T DO Skip verifying the customer’s correct mailing address. When completing the address information, repeat the information back to the customer to verify that everything is correct. If the customer has an apartment or suite number, this information must be added in order for the documents to be received by the customer. ©2016 SureBridge | Proprietary and Confidential.

©2016 SureBridge | Proprietary and Confidential. Email Addresses In order to apply for coverage, Chesapeake/SureBridge requires that the customer have an email address. We see many email bounce backs making it very evident that a customer’s email is incorrect or invalid. Every day, Chesapeake/SureBridge has to contact multiple customers and correct emails which were mistyped or incorrectly entered with an invalid email. Never do this. This will result in cancellations, loss of commission, complaints, suspected fraud investigation and possibly termination of appointment. DON’T DO Skip verifying the customer’s email, or enter an invalid email. If your customer does not have an email, you may help the customer create one. NEVER enter an invalid email address nor use your own. If the customer has no desire to use email, ALWAYS check “NO” for e-Delivery. none@none.com ©2016 SureBridge | Proprietary and Confidential.

Creating an Email Address Yahoo Instructions Click on Mail Go to www. Yahoo.com In order to get a Yahoo email, the customer must have a phone number. Yahoo will send a text or voice alert indicating the account is set up. The customer must also agree that he/she will check his/her app status with the email. Help your customer create the email account and make sure the customer documents their email address and password (make sure the customer creates their own password that only the customer will know). If the customer cannot get to a computer (even at a library) or does not have a phone number you cannot proceed. Google/Gmail also works in much the same way, only it does not require a phone number. Have your customer complete the requested information, then click on Create Account Click on Create New Account If the email is already taken, choose the next available suggestion from Yahoo. ©2016 SureBridge | Proprietary and Confidential.

Creating an Email Address If the email is already taken, choose the next available suggestion. Go to www. Google.com Click on Gmail Click on New Account (will vary by web browser) Phone number is not needed. Type the security code in the box to proceed without it. Have your customer complete the requested information, then click on Next Step to complete account set up. ©2016 SureBridge | Proprietary and Confidential.

Electronic Delivery of Documents DON’T DO Check e-Delivery “yes” if the customer does not want e-Delivery. Check e-Delivery if the customer wants immediate access to their documents electronically. If the customer does not desire to get their documents electronically, NEVER check E-Delivery “Yes.” Choosing “Yes” is better for the environment, helps control costs, and gets your customer a copy of their policies sooner. However, it also means your customer will only get an email link to their documents. The customer WILL NOT get any paper copies in the mail! E-Delivery = Yes (preferred option) Immediately after the customer’s effective date, a link to the following documents is sent via e-mail: Policy Dental ID Card (if purchased) If the Vision plan is purchased, the ID cards are received by mail. E-Delivery = No Customer gets full welcome packet in the mail, including: Vision Card (if purchased) ©2016 SureBridge | Proprietary and Confidential.

Final Sales Conversation By the end of the sale, your customer should clearly understand the separate insurance companies that provide the coverages they have purchased, and the premiums that will be charged by each company – including Chesapeake. DON’T DO Allow the customer to leave without an understanding of what they bought and when they will be charged for the premiums. Recap the sale, using a script similar to this: “Your package we just discussed includes health insurance with <Company X> and the supplemental coverage that includes <Dental/Vision/Accident Plans/ Critical Illness, etc.> plans is with The Chesapeake Life Insurance Company. “Please be aware you will receive separate bank drafts from <Company X> and The Chesapeake Life Insurance Company.” “You should review all the plans upon receipt for applicable exclusions and limitations. Please be aware a ten day free look period applies.” (May be 30 days in some states.)” Tip: Set up a reminder to follow-up with the customer to ensure they understand everything they purchased. This is also a good way to discuss any new or additional products and potentially obtain another sale. ©2016 SureBridge | Proprietary and Confidential.

Other Tips for Compliant Sales Practices Your customers have a choice when it comes to insurance. The following tips will help ensure that your insurance sale is valid and that your customer will stay with You and Chesapeake for the long term. DO DON’T As the Agent of Record, complete the sale and the application with your customer. Allow a non-licensed person to sell, solicit or negotiate insurance (this includes completing your customer’s application). IN ALL CASES, have your customer sign their own application for insurance, either electronically or by voice signature. Sign an application for your customer, even if you have been given permission by the customer to do so. LISTEN to your customer and recommend only supplemental insurance products that are suitable for their situation. Assume all products are suitable for all customers, or sell what benefits YOU and not the CUSTOMER. Submit any cancellation request you receive from your customer to Chesapeake promptly. Tell your customer that you will submit a cancellation request to Chesapeake for them and then not follow through. ©2016 SureBridge | Proprietary and Confidential.

Attest to Your Understanding I hereby attest that I understand and will do my best to comply with the Agent Sales Practice guidelines outlined in this training. I also understand that my failure to follow compliant sales practices can result in disciplinary action, up to and including termination of my appointment to represent Chesapeake. ○ YES ○ NO ©2016 SureBridge | Proprietary and Confidential.