1. HEALTH & DENTAL COVERAGE FOR INDIVIDUALS
Presented by:
Sadie Mohajer Senior Consultant, Aon Hewitt 
Health and Benefits Practice

2. AGENDA HEALTH ASSIST - TARGET MARKET PRODUCT INFORMATION
WHY IS HEALTH ASSIST DIFFERENT?
THE SALES AND APPLICATION PROCESS
THE REFERRAL PROCESS FOR ADVISORS
For internal use only

3. PROSPECTS TO TARGET
Small businesses with less than 3 employees (97% of the total number of business in Canada have less than 50 employees)
Independent Contractors
Seasonal Employees
Temporary or Part time workers
Self employed individuals
Retirees (5.6 M Canadians are over the age of 65 and this number will double to 10 M by 2036)
Surviving Spouses
Overage Dependents and Post Secondary graduates
For internal use only

4. THE PRODUCT

5. HEALTH ASSIST SIMPLE APPROACH 6 pre-packaged plans
Straightforward eligibility criteria
Affordable coverage
Tax advantages - Individual health plans are eligible medical expenses under the Canadian Federal Income Tax Act
For internal use only

6. SIMPLE PROCESS PLANS 1,2 &3 PLANS 4,5,6 & SEMI-PRIVATE OPTIONS
Guarantee Acceptance
PLANS 4,5,6 & SEMI-PRIVATE
Medical questionnaire only
OPTIONS
Approve
Approve with exceptions
Decline (rare cases)
For internal use only

7. HEALTH ASSIST SIMPLE ELIGIBILITY CRITERIA Canadian resident
Covered by provincial government health plan - designed to provide services that supplement each province’s government health plan.
Single, couple/single parent, and family coverage
Applicant must be between the ages of
No termination age
For internal use only 7

8. PLAN FEATURES Y N ü Single, Couple & Family Coverage
No termination age*
No waiting period - even for dental
Pay Direct Drug Card
Plan Member Online Services
Vision network (discounts up to 30%!)
Out-of Province/Country Travel Coverage
Legal Assistance
Wellness Resource Library
Increasing maximums**
*MUST apply and be approved for coverage prior to age 75
** The longer your client remains on the plan, the better their coverage gets!
For internal use only 8

9. WHY IS HEALTH ASSIST DIFFERENT?
ACCESS TO LAWYERS TO GUIDE PLAN MEMBERS THROUGH:
Family law
Criminal law
Civil litigation
Landlord and tenant issues
Residential real estate transactions
Wills and estates
Services are unlimited, bilingual, and include local lawyer referrals at preferred rates
For internal use only 9

10. WHY IS HEALTH ASSIST DIFFERENT?
TOOL-KIT OF PERSONAL RESOURCES FOR:
Retirement transitioning
Health and well-being
Parenting and child care
Financial management
Stress management
Crisis ready programs
Career management
Addiction and recovery
Referrals to a network of community resources
For internal use only 10

11. SALES & APPLICATION
THE PROCESS

12. TWO OPTIONS FOR SALE OPTION 1– DIRECT PURCHASE:
Go directly online to the HA link:
Review the product options available
Choose the appropriate option
Apply online
Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 12

13. RATE SHEET PLAN COMPARATOR APPLICATION
PLAN INFO – QUOTE – APPLICATION ONLINE
RATE
SHEET
PLAN COMPARATOR
APPLICATION
For internal use only

14. SERVICE YOUR WAY
Pre-Sale Inquiries: or call
Website:
Online claims submission
Claims history
Direct deposit
Benefit booklet
Confirmation of premium statements us
Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 14

15. TWO OPTIONS FOR SALE OPTION 2 – REFER TO A CLIENT:
Forward a copy of the Referral Template to your prospect
Be sure to complete the Prospect information as well as your advisor code at the bottom of the Referral Template
BCC the GSC address: so that they are able to track your referrals
Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 15

16. Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 16

17. For Internal Use Only (By WFG Advisor)
What are you waiting for? APPLY NOW
Simple to understand—simple to apply for—simple to use. Click here to apply for GSC Health Assist today!
For Internal Use Only (By WFG Advisor)
Advisor Details
Applicant Details
Code:
WFG123
Name:
Joe Smith
John Do
Telephone Number:
License Type:
A&S
Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 17

18. REFERRAL PROCESS Use the template provided by Aon for Referral
Fill in your information at the bottom of the template
Complete your client’s information at the bottom of the
Forward the template to your client
Blind Carbon Copy the Green Shield provided so that Green Shield can keep track of your referral at the time of sale
GSC for referral:
Our call centre is very technologically advanced, with state of the art telephony applications. This is a photo of the original Green Shield office – hopefully you will be able to see our call centre later today to see how much we have changed!
The Green Shield Customer Service Centre hours are 8:30 a.m. to 8:00 p.m. and we receive calls from employees, Plan Administrators, Benefit Representatives, TPA’s and Brokers, as well as Service Providers. Calls are answered in Canada’s 2 official languages and are routed to the agent who has the skills associated with the line of benefit related to the caller’s inquiry, such as Dental. The majority of our agents are trained to answer all lines of benefit inquiries. We experience very low turnover of staff and the average length of service in CSC is 3 years. In fact in the 5 years I have worked here I can recall only one person leaving the company from our department and that was because she was moving out west to be with her new love!
Some facts:
We answer 4,000 + calls per day
Respond to s per day
Serve 100+ visitors at front counter each day
50% of our staff work in call center / claims
CSR logged 7,000 hours of training in 2008
For internal use only 18

19. FREQUENTLY ASKED QUESTIONS
How do I apply?
You can apply online or submit a completed and signed paper application
Remember to send a VOID cheque if you are planning to pay via pre- authorized debit.
When will coverage take effect?
All plans are effective on the first day of the month following approval. For plans that do not require medical underwriting, coverage will be effective on the first of the month following application processing.
For internal use only

20. FREQUENTLY ASKED QUESTIONS
How are premiums paid?
Premiums are paid monthly either by pre-authorized debit or credit card. Your first payment covers the first two months of coverage and is due on your effective date.
So, for example, if your coverage is effective on March 1, premiums for March and April will be taken on March 1. Subsequent payments will be taken 30 days in advance of the month for which coverage is to be provided. Continuing with this example, premiums for May coverage will be taken on April 1.
What happens with the medical questionnaire?
GSC will review the medical information provided, and may:
1. Approve full coverage, or
2. Provide a counter offer, or
3. In rare cases, decline coverage.
FREQUENTLY ASKED QUESTIONS
For internal use only

21. FREQUENTLY ASKED QUESTIONS
A counter offer may consist of one or more specific drug category exclusion(s) or a full drug exclusion for one or more covered person(s), due to pre-existing conditions. A letter outlining the terms of the counter offer will be sent and you will then have the option to either continue with the modified coverage or cancel your application.
What will l receive when coverage is approved?
A Health Assist ZONE information kit will be mailed within 10 business days of approval. This includes a welcome letter, the Health Assist ZONE Benefit Plan Contract (which details your coverage), your new GSC Identification Cards and claiming information.
For internal use only

22. FREQUENTLY ASKED QUESTIONS
When can I make a claim?
There is no waiting period so you can start claiming for medical and basic dental expenses that are incurred as of your effective date.
Can I change my coverage?
You can upgrade your plan at any time, subject to medical underwriting if required. Requests to downgrade your plan will be accepted after you’ve been covered for one year on your current plan.
How do I terminate my coverage?
You can terminate your coverage by providing GSC with written notice 10 business days prior to your next scheduled preauthorized payment, which is forty days.
For internal use only

23. QUESTIONS?
For internal use only