Upcoming Group Plan Opportunities | 4-15-24 Meeting

We announced a new agency manager for SSN and discussed a little-known impact of the "Inflation Reduction Act" that will impact millions of seniors for AEP at the end of 2024. Don't miss this (around 36 minutes into the video). See the notes under the video: AGENDA Welcome Caroline! Time management for phone calls - every phone call has a goal we are working toward. Keeping that purpose or goal front of mind will help keep the call on track and efficient. What is the purpose of the call? Schedule Appointment/Onboarding a new lead Gather info & determine if we can help Schedule a future call or transfer to Agent Deflect questions and detailed explanations for agents to answer Customer Service/Solving a Problem Determine the issue - ask questions to draw out needed information Lay out steps/plan to resolve their issue Fitting Clients/leads into our processes Know when to be flexible and meet them where they are vs forcing them into our processes because it’s easier for us. Delivery matters EX - The client wants us to schedule them next year for their renewal call We could say: “We don’t do that. Our calendar doesn’t allow appointments that far out. You will get a voicemail drop and email and have to call us back to schedule” – technically the correct process, but it sounds dismissive to the clients. We SHOULD say: “We got you taken care of! You’ll get a call and an email from us a month or so before your policy anniversary so we can set up a dedicated time with one of our agents based on your best availability. Terminology & Vocabulary when talking with Clients Avoid industry jargon (Carrier vs Company; underwriting vs health questions; PDP vs drug plan; etc) Avoid our internal office jargon (T65 vs turning 65; VM drop vs phone call/voicemail; call queue; etc) Overtime - Privilege extended during high volume times such as AEP/OEP. Now that AEP and OEP are over, we will return to our regular policy. Overtime will no longer be offered - Exceptions made for leads/clients who need appointments outside of normal business hours SALES Cross Sales Training - Joe… will do HI and Cancer training tomorrow. Come ready to learn and implement new sales pitches. Lunch will be provided tomorrow Create secure email with Humana Login to Humana portal Top right - choose “Secure Mail” & enter SSN email address Verify email Reminder - The client must have enrolled in Part B to apply for Humana (they will cancel the app if they can’t get proof of Part B within 30 days). Cigna - Pay Clarification The Intention of waiving the standard compensation plan was to ensure our clients affected by the CHLIC announcement are taken care of while also ensuring our agents are being compensated for their work and not unfairly punished for circumstances outside their control. We must balance the desire to care for our agents with the bottom line of what’s best for the business. CHLIC (closed risk pool moving to Medco) Renewal pay for all apps No chargebacks on previous policy All other Cigna brands - normal application pay 6 months on policy is a renewal < 4 months on policy chargeback New Lead Type on Client Sheet - “Rewrite” (clients who move policies after less than six months) CHRIS: Discussion: Can Cigna re-write communication process? Should we now do Accendo the same way? Improvements? US Fire and Prosperity? Update from Mutual of Omaha Business Meeting: STATE OF THE MARKET

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