CASE STUDY Simplifying Certification Improving Broker Management and

CASE STUDY: Simplifying Certification, Improving Broker Management and Streamlining Business Processing Dial in: 1 -866 -811 -7167 Code: 6410255 February 25, 2016 1

Presenters Melanie Watterberg Vice President Broker Development Cigna-Health. Spring Bob Sullivan President & CEO Pinpoint Global Communications Confidential | 2

Agenda • The Challenge • Solution Requirements and Development • Solution Delivery • Demonstration of the Solution • Benefits of the Solution Pinpoint Global Communications Confidential | 3

The Challenge Pinpoint Global Communications Confidential | 4

Situation Analysis— 2014 AEP Existing Medicare Broker Certification Flawed – Required > 15 hours to complete – Self-registration process for agents error prone – No way to “pre-determine” training track for agents/markets – No support for agencies to run reports on agent completions – No support to provide Agent tools/marketing in one location – No support to feed agent certification to the CHS CRM real time – No electronic method for accepting new contracts annually Pinpoint Global Communications Confidential | 5

Situation Analysis— 2015 AEP CMS Requirements – Annual Medicare Basics and FWA certification CMS and CHS Requirements – Certify > 13, 000 agents and home office personnel – Market specific training – Face-to-face training for all new agents – Accept multiple National Training providers – Certification and Re-contracting completions to feed real time into CHS CRM Pinpoint Global Communications Confidential | 6

Requirements to Improve Certification Process 1. Simplify and accelerate agent registration process 2. Certification process – Consolidate product course list – Permit agents to choose their markets – Enable agents to record a completion for any national provider 3. Provide a central, intuitive location for Broker Resources 4. Support certification running in parallel with agent re-contracting 5. Provide agency administrators system access – Real-time access to agent certification status & contact information – Agent status details Pinpoint Global Communications Confidential | 7

The Solution Pinpoint Global Communications Confidential | 8

Solutions Delivery—Agents and Brokers UTILIZE data feed to improve agent registration process – Pre-configure agent user information – Pre-configure training SUPPORT NPN validation to prevent user error when registering REDUCE overall certification duration by 75% – Promote 90 -minute Pinpoint National Medicare Training – Consolidate Product and In-person training PROVIDE Centralized Broker Resource Library in the system Pinpoint Global Communications Confidential | 9

Solutions Delivery—Agency Administration UTILIZE data feed to provide agency admins system access – Assign admins to specific agencies based on feed – Agency hierarchy (of agencies and agents) from feed – Pre-configure training by applying feed “rules” ENHANCE Client Administration – Designate National Medicare Training Provider – Update user markets – Approval of National Medicare Training completion certificates PROVIDE nightly agent certification feed to Pivotal system IMPROVE certification reimbursement program Pinpoint Global Communications Confidential | 10

Medicare Certification System Demonstration Pinpoint Global Communications Confidential | 11

The Results Pinpoint Global Communications Confidential | 12

Solution’s Measurable Benefits Streamline point of entry and registration for an agent (having designated training tracks help with streamline of entry) DECREASE user registration errors Branding to CHS – professional look and feel for the dashboard Reporting for agency partners reduced call volume and manual reporting requirements REDUCE requests from agencies/agents by 50% Automation with national training platform completions ELIMINATE manual uploads of national certifications by 70% REDUCTION of overall costs 1. Elimination of paper re-contracting process 2. Reduction of Onboarding employees from 25 to 7 Pinpoint Global Communications Confidential | 13

For More Information Bob Sullivan 603. 880. 8130 ext. 222 bsullivan@pinpointglobal. com Pinpoint Global Communications Confidential | 14