ACEC/UHC Client Service Model Changes The Power of Partnership ACEC/UHC Client Service Model Changes June 26, 2019

To provide a consistent consumer experience… Simply Great Service! The Power of Partnership Why the change? To provide a consistent consumer experience… Simply Great Service! The need to assign a designated Dedicated Client Service Manager (DCSM) to all 100+ customers. To increase our customer’s awareness of UHC’s embedded services, value added programs, resources and tools through increased customer touch points. By utilizing technology we plan to conduct “virtual” training webinars for new and renewing groups on various topics such as; Admin Guide & Employer eServices Virtual Open Enrollment & Benefits meetings Member tools and resources Embedded programs (PHS 2.0, Cancer Support, etc.) Wellness programs & resources Notes: [Use Detailed Summary slide to recap what you've heard and learned about the prospect or client; share details of how you will be solving those concerns.]

Revised Service Model Overview: The Power of Partnership What is changing? Revised Service Model Overview: ACEC Service mailbox at acec_sb_service@uhc.com This service team will now be the 1st point of contact for all daily service needs and inquiries for groups in the 2-99 segment. Designated Dedicated Client Service Managers(DCSM’s) All 100+ customers (100 enrolled subscribers) will be assigned a DCSM. Field Account Managers (FAM’s) Will continue to own the service experience of their assigned customers by working with the DCSM’s and other matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer’s expectations. FAM’s will also maintain a customer touch point calendar to ensure web based meetings are scheduled on a variety UHC topics such as; Admin Guide & Employer eServices Virtual Open Enrollment & Benefits meetings Member tools and resources Embedded programs (PHS 2.0, Cancer Support, etc.) Wellness programs & resources Notes: [Use Detailed Summary slide to recap what you've heard and learned about the prospect or client; share details of how you will be solving those concerns.]

Revised UHC Team Structure for 100+ Groups Inspiring Healthier Revised UHC Team Structure for 100+ Groups (Customers with 100 enrolled subscribers) Field Account Manager (FAM) Primary role: The overall UHC service experience. Group and Member level support and education on UHC’s embedded programs, services, resources and tools. Ensuring escalated and complex issues or inquiries are resolved in collaboration with the DCSM. Dedicated Client Service Manager (DCSM) 1st point of contact for all daily service issues and complex inquiries. This includes but not limited to the following, Eligibility Claims Billing Network inquiries Strategic Account Executive (SAE) Broker/Group level Strategic renewal consultant. Delivery of renewal and strategic options. Facilitates all aspects of the renewal process. Name Name Name Notes: [Use team profile slides to highlight members of the presenting/service team.]

Overview of Dedicated Client Service Manager (DCSM) role (100 enrolled subscribers)

Overview of Field Account Manager Role (FAM)

Communication Plan and Deployment Strategy Our team will be actively communicating these exciting changes to our 100+ customers and scheduling introductory calls with their new Dedicated Client Service Manager (in collaboration with their agent). Transition to this new service model will begin in phases starting July 1, 2019 with an anticipated completion date of 8/1/19. Thank you for your business and we value your Partnership! Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without express permission of UnitedHealth Group.