Today’s Economy: Maintaining Personal Balance Copyright 2008 CIGNA HealthCare – Confidential & Privileged – Not for Distribution

Seminar Objectives Identify signs of financial stress Learn potential effects of financial stress on you and your family Learn strategies for coping with the stress Know what you can do if your customers’ financial stresses are affecting you Discover additional resources that can help

How to Recognize If You Are Experiencing Financial Stress You spend a lot of time worrying about bills, the rising cost of living, the possibility of losing your job, etc. You dwell on worst case “what if” scenarios You feel guilty for not being able to give your family the things you would like to You and your spouse or partner argue over spending priorities You have overdue bills, resulting in late fees and additional charges You are unable to save enough for the important things

The Toll Taken by Financial Worries Increased conflict in the family Less intimacy and quality time together with partner and family Drifting apart from friends and family Physical symptoms continued

The Toll Taken by Financial Worries (continued) Mental and emotional symptoms Unhealthy coping behaviors Neglecting self-care

Financial Strategies for Tough Economic Times Do a “financial health exam” Track your spending Do a “money-values checkup” Put every purchase through the “value filter” Simplify your life

Stretch Your Health Care Dollar Use your preventive care benefits Call 24-hour nurse line Access home delivery (mail-order) of medications Use urgent care clinic vs. emergency room Ask for generic prescriptions vs. name brand Access in-network medical care Use your health plan price comparison tools Contribute to a health care flexible spending account or health savings account

When You Are Already Getting Behind Reduce or eliminate your use of credit except for emergencies Don’t ignore your creditors Keep paying something on your bills Consider debt consolidation if you can’t pay your bills

Make It A Family Affair Hold a family finance meeting, and monthly follow ups Keep the kids involved Get everyone’s ideas about how to cut spending Brainstorm “replacement activities” as a family

Resolving Financial Differences with Your Partner Get organized Schedule a time each week to discuss and manage finances together Defer discussion of money until that time Use a win-win negotiating approach, not an adversarial one

What If Your Customers’ Financial Stress Is Affecting You? A balancing act: empathy vs. sympathy or detachment Maintain professional demeanor and boundaries Stay task oriented, with focus on getting and conveying accurate information With angry customers: Stay calm and let them blow off steam Try to understand the meaning of the situation from the caller’s perspective Don’t take it personally—it’s not about you Practice self-care

Stress Management Strategies for Tough Economic Times Be thankful for what you do have Take care of yourself Focus on healthy choices Maintain routines Do what you can; accept what you must Thought-stopping and Here-and-now-focusing