BrokerAgent Product Training Personal Care Insurance of Illinois

Broker/Agent Product Training Personal. Care Insurance of Illinois Medicare Advantage (MA) Coordinated Care Plans (CCP) 2012 CONFIDENTIAL Disclaimer: For Agent Use Only. Benefits are subject to approval © 2011 Coventry Health Care, Inc.

AGENDA • • • Top Performers Presentation 2012 Product Review Servicing the Member Servicing our Partners Q & A Review 2

Before we begin… Reminders: • Silence Your Phone • Handling Questions • Complete all 2012 Requirements PRIOR to Selling 3

PERSONALCARE IS GOING… GREEN! 4

Personal. Care’s Value Proposition • • Local presence and understanding National experience and infrastructure Products that are relevant and valuable to YOUR clients High quality network History of provider collaboration Patient-centered care model & case management Local and personalized for both members AND brokers Fastest growing MAPD in our service area for the past 3 years…and #1 in Coventry AEP sales 2011! • 4 -Star rated plans 5

2012 Product Information Disclaimer: For Agent Use Only. Benefits are subject to approval

Service Areas 2012 Counties: Adams, Boone, Brown, Champaign, Coles, Douglas, Marshall, Mc. Lean, Moultrie, Ogle, Peoria, Piatt, Sangamon, Stark, Stephenson, Tazewell, Vermillion, Winnebago, Woodford Network Highlights*: Rockford Memorial & Swedish American Hospital (includes Coventry Total Care) Freeport Memorial Hospital Peoria Methodist Medical Center & Proctor Hospital Pekin Memorial Hospital Bro. Menn Hospital Bloomington Advocate Eureka Hospital Kirby Hospital Monticello Provena Covenant and Carle Hospitals in Urbana United Samaritan Medical Center Sarah Bush Lincoln Health Center Blessing Hospital Quincy St. John’s Hospital & Memorial Medical Center in Springfield * Service area network only 7

Product Details - 2012 Benefit Monthly Premium MOOP Original Medicare (2011) Advantra PPO Total Care HMO $96. 40/$110. 50 $13 $0 N/A $3, 300 $180/day Days 1 -10 $0/day Days 11 -90 $175/day Days 1 -10 $0/day Days 11 -90 $1, 750 max/stay N/A 30% NONE PCP 20% Coinsurance $10 $5 Specialist 20% Coinsurance $35 $25 $0 Days 1 -20 $117/day Days 21 -48 $0 Days 49 -100 $0 Days 1 -20 $100/day Days 21 -53 $0 Days 54 -100 $40 Inpatient Hospital Out-of-Network $1, 100 for days 1 -60 $275 for days 61 -90 $550 for days 91 -50 $3, 315 IN $5, 100 IN & OON Skilled Nursing $0 Days 1 -20 $137. 50 Days 21 -100 Outpatient Mental Health 40% Coinsurance 8

Product Details – 2012…continued Benefit Original Medicare (2011) Advantra PPO Total Care HMO Preventive Services Annual Physicals 0 - 20% Coinsurance $0 (office visit copay may apply) Immunizations $0 Flu, Pneumonia 20% Hepatitis B $0 Flu, Pneumonia, Hepatitis B Gyn Exams 20% Coinsurance $0 Pap, Exam 20% Coinsurance $0 Pap $0 Mammograms 20% Coinsurance $0 $0 Bone Mass 20% Coinsurance $0 $0 Colorectal & Prostate Screenings 20% Coinsurance $0 $0 9

Product Details – 2012…continued Benefit Original Medicare (2011) Advantra PPO Total Care HMO Outpatient Surgery 20% Coinsurance 20% coinsurance Urgent Care 20% Coinsurance $35 20% Coinsurance for BOTH Doctor and facility $65 Waived if admitted 20% Coinsurance for x-ray $150 copay for diagnostic $10 $0 if preventive ER X-Rays/Diagnostic Radiology/Therapeutic Radiology 20% Coinsurance for diagnostic tests, x-rays, diagnostic radiology Labs 20% Coinsurance $20 $0 if preventive Physical Therapy 20% Coinsurance $35 $25 Cardiac/Pulmonary Rehab 20% Coinsurance $0 $0 10

Product Details – 2012…continued Benefit Diabetic Supplies Original Medicare (2011) 20% Coinsurance Advantra PPO Total Care HMO 20% Coinsurance $0 strips, shoes, inserts $0 copay $5 -$25 for additional Services ONE pair of glasses every (2) years Vision 20% Coinsurance $10 -$35 for additional services Hearing 20% Coinsurance $35 copay $25 copay $0 copay includes: 1 oral exam/year 1 cleaning/year 1 x-ray/year $500 annual limit $35 copay for Medicare-covered Silver & Fit Dental N/A $35 copay for Medicare-covered Fitness N/A Silver & Fit 11

Product Information Outpatient Rx Benefit Information Part D Prescription Drug Plan included in all products! Still No deductible – first dollar coverage! Tier 1: Preferred Generics with a 90 -day supply available through mail-order at discount Tier 2: Generics with 90 -day supply available through mail-order at discount Tier 3: Non-Preferred Brand, Non-Preferred Generic with 90 -day supply available Tier 4: Specialty Drugs - Mail order not available for Tier 4 • Pharmacy network made up of over 60, 000 contracted retail pharmacies across the United States. Large national and regional chains plus local pharmacies • Pharmacy network includes: • Retail, Mail Order, LTC • Home Infusion • Indian Tribes and Tribunal Organizations and Urban Indian Organizations (I/T/U) 12

Product Information Outpatient Rx Benefit Information The OTC Medications we cover as part of Step Therapy with no copay are as follows: n Loratadine, 10 mg Tablets (Claritin) n Loratadine, 5 mg/5 ml Syrup n Loratadine-D, 12 Hour Tablets n Loratadine-D, 24 Hour Tablets n Cetirizine, 5 & 10 mg Tablets and Chewable Tablets (Zyrtec) n Cetirizine, 1 mg/ml Syrup n Cetirizine-D, 5 mg, 12 Hour Tablets n Physician written prescription is needed for covered OTC drugs 13

Product Details – 2012…Rx Benefit Original Medicare (2011) Advantra PPO Total Care HMO N/A $5 copay $12. 50 copay for 90 days through mail order Tier 2: Preferred Brand Name N/A $40 copay $90 copay for 90 days through mail order Tier 3: Non-Preferred Brand Non-Preferred Generic N/A $80 copay $79 copay Tier 4: Specialty N/A 33% Coinsurance Coverage Gap N/A (On brand name drugs) 86% of the plan’s costs for generic drugs Outpatient Part B N/A 20% Tier 1: Preferred Generic 14

Personal. Care’s Value Proposition - Product Design 2012 • PPO – Advantra Silver® – Available in all 19 counties of the Personal. Care service area. – Designed to give the most provider freedom available for those who need a wide network. – Perfect for Medicare Supplement members who are tired of high premiums but want access freedom. – Offers BOTH financial freedom AND protection. – Everything in ONE package for one LOW price. 15

Personal. Care’s Value Proposition - Product Design 2012 • HMO – Coventry Total Care® – Available in Winnebago and Boone counties ONLY – Partnership with Swedish. American Hospital. • Co-branded – Coventry Total Care (HMO): A Partnership with Swedish American – Patient-centered care model/case management • Primary Care Physician becomes the member’s “Quarterback” of their health care team. – Designed to improve the overall quality and efficiency of care received by the member. • i. e. – keep the member healthy • Improved efficiencies mean lower costs for the member. 16

PRODUCT INFORMATION Value Added • Personal. Care is backed by the strength and stability of Coventry Health Care • Designed to save money – compare us to a Medicare Supplement and see how much money can be saved! • NO DEDUCTIBLES! • Rx Coverage included • Vision, Hearing, Fitness AND Dental! • Coordination with Illinois Cares. Rx • The AMA ranked Coventry #1 in the country in Claims Processing Accuracy in its 2010 and 2011 National Health Insurer Report Card (NHIRC) • Our support to you and your clients…local plan staff with proven commitment to helping you grow your business and support your needs. 17

Selling Medicare Advantage When Comparing Personal. Care to Other Plans… • APPLES to APPLES • Do the Math – how do the premiums and main copays impact the prospect financially for the YEAR. • Deductibles? • Network comparison – HMO/PPO • Financial protection? 18

Servicing the Member Disclaimer: For Agent Use Only. Benefits are subject to approval

Your Medicare Advantage Solutions Y 0022_2011_6002_092 a_FINAL 9 Disclaimer: For Agent Use Only. CMS Approval Date: Benefits are 04/14/2011 subject to approval 20 © 2011 Coventry Health Care, Inc.

SERVICING THE MEMBER Sales Presentation – How To Use The use of Coventry’s Sales Presentation, including the notes section, is MANDATORY for all sales events involving Coventry products. This includes Faceto-Face Meetings and Marketing/Sales Seminars. Latest version dated 8. 15. 11 Display Recommendations • Sales Seminar: print copies without notes for audience, with notes for presenter. • Face-to-Face Meeting: Use the presentation in a flip chart format by placing the visual slide facing the prospect and the notes facing the presenter (you). Notes Pages Instructions • To view the notes pages go to the Power. Point menu bar, click on "View, " and select "Notes Page. " • To print the Power. Point so that it displays the notes, click on "Print" and on the bottom left you will see "Print What" with a drop down underneath. Select "Notes" and your print out will display both the slides and notes. 21

SERVICING THE MEMBER Sales Presentation - Agenda • Do You Qualify? • Understanding Your Needs • Who We Are • How Medicare Works • Plan Benefits • Network • Member Rights/Responsibilities • Plan Value • Enrollment • What Happens Next (if you enroll) 22

Physician number needed for ALL HMO/HPN applications: PCP ONLY No Physician # = Pended App. 23

Servicing The Member Outbound Education and Verification Calls What Happens After an application is submitted? • A Coventry Health Care Representative will call your client within 10 days of receiving the completed Enrollment Form to: 1. Confirm their enrollment in the Coventry plan of their choice. 2. Review the plan rules and make sure they understand how their new plan works. • Coventry Health Care will make three attempts to reach your client by phone. If we are unable to speak with them after the first attempt, they will receive a letter outlining the plan rules. • Both the telephone calls and letters will cover the same information that your client has in their enrollment kit. 24

Servicing The Member Resources • Customer Service is open… – 7 am – 7 pm Central, 7 days/week – Closed Holidays – Telephone number on back of ID Card – (866 -784 -4916) • Customer Service for Rx (Medco) is open… – 24 hours/day, 7 days/week – Telephone number on back of ID Card • We will have extended hours during 2012 AEP • Website: www. coventry-medicare. com – My Online Services – Up-to-date provider directories – Current formularies 25

Servicing The Member ID Cards and New Member Kits • ID Cards will be mailed to the member’s home within 2 to 3 weeks of the date the application is received. NOTE: If a member requires assistance regarding their membership/member ID, the member MUST call Member Services. • New member kits will be mailed within 10 days of verification of eligibility by CMS. The new member kit contains: – Welcome letter. – Evidence of Coverage (gives members detailed information about the plan’s policies, procedures and benefits). – Formulary drug list. – Other health-related informational flyers. – Does NOT include a provider directory. Please leave a provider directory at the point of sale. • Newsletters to help members learn how to use their plan, including education on specific health-related topics. 26

Servicing The Member Appeals & Grievances • The member's treating provider can make a coverage request by contacting the number on the back of the member's ID card (called an Initial Coverage Determination). • An “appeal” is a type of complaint requesting us to reconsider and change a decision we have made about what services are covered for a particular member or what we will pay for (i. e. denied request for a Part D drug the member thinks should be covered, early discharge from the hospital, etc. ). • A “grievance” is a type of complaint the member can make if they have any other type of problem with Coventry Advantra or one of our plan providers (i. e. quality of care, accessibility issues, involuntary disenrollment, etc. ). • Detailed information on the initial coverage, appeal and grievance processes can be found in the member's Evidence of Coverage. 27

www. benefitscheckup. org/Coventry One-stop resource for determining eligibility for programs that can help with all types of expenses, including health care, prescriptions, taxes, utilities and more! 28

Servicing Our Partners Disclaimer: For Agent Use Only. Benefits are subject to approval

Broker Servicing Department • A dedicated Broker Servicing Department (BSD) in our operations department that will assist you with questions pertaining to: – Commissions / contracting questions, including attestation – Broker portal, website support • BSD Contact Information: – (866) 714 -9301 – Brokersupport@cvty. com – 7 am– 7 pm Central Time, Monday-Friday • Broker Portal: broker. cvty. com Please check here regularly for updated information and resources 30

Broker Resources Certification Process – Steps to become “Ready-to-Sell” • Complete the online AHIP Medicare Marketing Training and Test – Minimum passing score is 90% within 3 attempts • Successfully complete the Coventry Advantra CCP Overview Training and Test – Minimum passing score is 90% within 3 attempts • Successfully complete the Personal. Care Specific Power. Point and complete the online attestation. – No test component but you must attest that you reviewed the health plan specific presentation for EACH Coventry plan you wish to sell. • Must have State appointment –each state where you are licensed. (Illinois is not an appointment state. ) • Must Have Errors & Omissions Insurance • New Agents: Complete your online Coventry “contract package” • Receive “Ready to Sell” notification from Coventry and your Agent Writing Number (AWN) ID Card for the benefit year. 31

Scope of Appointment • The beneficiary must agree to the scope of products to be presented to them prior to the appointment date. • The agent must secure the Scope of Appointment documentation prior to the appointment. If it is not feasible for the scope of appointment form to be executed prior to the appointment, an agent may have the beneficiary sign the form at the beginning of the marketing appointment. However, CMS expects plans to record and maintain documentation on why it was not feasible to obtain the scope of appointment prior to the appointment. A new Scope of Appointment form is required if the beneficiary has requested to discuss another MA or PDP product type during a personal/individual appointment. However, a new appointment is not required. The additional product can be discussed as soon as the beneficiary request is documented. • • Per CMS< Agents cannot record Scope of Appointment. Only plan sponsors can record the Scope of Appointment. • If the beneficiary requests another line of business to be discussed during a personal/ individual appointment (i. e. , Med Supp, Long Term Care), agent may leave product information, excluding Enrollment Application, and a follow-up appointment cannot be scheduled until at least 48 hours after the initial appointment (cooling-off period). • The Scope of Appointment form should be documented with a CMS-approved Scope of • Please include the completed scope of appointment form with the paper enrollment application when submitted to Personal. Care®. Appointment form (either model or non-model); 32

Broker Resources Tools at Your Disposal… Directories Forms Other Helpful Tools • PPO Physician Directory • 2011 Disenrollment Form • CCP Fax Cover Sheet • PPO Facilities Directory • EFT Form • FAQ • HMO Physicians Directory • Life. Scan Form • Prior Authorization List • HMO Facilities Directory • MEDCO Part D Reimbursement • Who To Contact • Member Designated Form • Marketing Submission Form • Scope of Appointment Sales Presentations Tutorials and Procedures • Broker ONLY Version w/Notes • How to Use Apptracker • Prospect Version • Reading Your Commission Statements • Power. Point for Group Settings • Seminar Cancellation Procedures • Broker Training Presentation 33

How do you stay informed as to what the rules are so that your marketing activities are in compliance with CMS? • Monitor the release of new CMS regulations by signing up for the Federal Register List at http: //www. gpoaccess. gov/fr/index. html. • CMS marketing guidance can be found at http: //www. cms. hhs. gov/Managed. Care. Marketing/03_Final. Part. CMarketi ng. Guidelines. asp. • Watch for Coventry bulletins that include new guidance such as any updates on Medicare Marketing Provisions. Once published, bulletins will be posted on the Broker Portal. • Broker Portal • Adhere to Coventry Sales Presentation 34

IMPORTANT! After Completion of Each Application - Within 24 Hours Coventry Advantra has made it easy to meet the 24 hour time restraint Applications can be delivered to Personal. Care in the following ways: 1) ON-LINE: www. coventry-medicare. com (Select Enroll Now) Use CAPS & Tab Key 2) Fax: 866 -669 -2344 3) Deliver to Personal. Care Office: 2110 Fox Drive, Suite A Champaign 4) Self-Addressed, postage-paid envelope from enrollment kit 5) Scan and email application to Illinois. MAPDSales@cvty. com 35

Coventry Local Resources Personal. Care Insurance of Illinois Medicare Sales & Marketing Department Medicare Sales Manager Todd Brooks 309 -686 -3861 (office) 309 -791 -2808 (cell) twbrooks@cvty. com Broker Specialist Karen Bidner 866 -7658 (office) 217 -552 -9814 (cell) kmbidner@cvty. com Broker Specialist Angela Hauser 866 -7658 (office) 815 -922 -7577 (cell) ashauser@cvty. com 36

Q&A Questions on: - Scope Of Appointment? - SEP/ADP? - Premium Payment Methods - Referrals? - Member Materials (ID Cards, etc. )? - Marketing? - Seminars – Formal/Informal Sales Meetings - Member Meetings - Diabetic Supplies/DME? - Getting Supplies? 37

COMING 2012 COVENTRY HEALTH CARE OF ILLINOIS Same great company with a new name! 38

Thank you for attending the 2012 Kick-Off Training Class! Don’t Forget to make sure all Testing and Contracting has been completed online! Disclaimer: For Agent Use Only. Benefits are subject to approval