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SSI Agent Town Hall IIIWe are here for you

April 8, 2020

Aetna Confidential & Proprietary – For Aetna Training Use Only

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Today’s Topics

We are here for you!

Executive Spotlight

Guest Speaker: Managing Change in Uncertain Times

Service Ops Update - Announcements

What's CVS/Aetna doing?

Upcoming Webinars: Training, Tools, & Resources

Open Forum - Ask us questions!

Tori Fehringer Sales Manager

Kevin Moore RVP - South

Emily Rohrig VP Reinsurance

Today’s Hosts

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Support

We are here for you!

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Purpose

Why are we doing this?• Unique challenges• Create opportunities• Support you in growing your

business

What are sales forums all about?• Transparency• Platform for you• New ideas & feedback

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Message from Ty Wooldridge

Ty WooldridgePresident

Aetna Senior Supplemental Insurance

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SSI Sales Team Support & Engagement

SSI Sales Management Team

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Sales Support

Our sales management team offers product training and support to help grow your business.

Regional Vice PresidentTony Clark

Tony.Clark@aetna.com804-381-1068

Regional sales managerDan Memory

MemoryD@aetna.com224-813-2260

Regional sales specialistTonya Addison

AddisonT@aetna.com959-299-4659

Regional Vice PresidentGeorge Pelekanos

George.Pelekanos@aetna.com615-785-2599

Regional sales managerRick Huemmer

HuemmerR@aetna.com615-917-2873

Regional sales specialistRose Faulkner

Rose.Faulkner@aetna.com615-807-7515

WESTAK, AZ, CA, CO, HI, IA, ID, IL, KS,

MT, ND, NE, NV, OR, SD, UT, WA, WY

MIDWESTKY, MI, MN, MO, NJ, PA, TN, WI

Regional Vice PresidentJeff Nasser

NasserJ@aetna.com317-910-2830

Regional sales managerPaul Ericson

EricsonP@aetna.com615-202-9731

Regional sales specialistColleen Trayser

TrayserC2@aetna.com615-807-7517

EASTCT, DC, DE, FL, IN, MA, MD, ME, NC, NH, NY, OH, RI, SC,

VA, VT, WV

Regional Vice PresidentKevin Moore

MooreK7@aetna.com615-927-1089

Regional sales managerJustine Sawyers

SawyersJ@aetna.com214-789-4284

Regional sales specialistSuzanne Guillebeau

GuillebeauS@aetna.com959-299-4655

SOUTHAL, AR, GA, LA, MS, NM, OK,

TX

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Support from our Medicare Advantage Team

Medicare Advantage questions?Email: brokersupport@aetna.comor

Call Aetna Medicare Broker Services at 1-866-714-9301Monday through Friday, 8 a.m. to 8 p.m. ET.

Med Supp/Ancillary questions?Email: aetssiinformation@aetna.com or Call Agent Services at 1-866-272-6630Monday through Friday, 8 a.m. to 5 p.m.

You can also contact your Aetna Med Advantage representative.Med Advantage Broker Manager Contact List: https://www.aetna.com/producer/Medicare/documents/Broker_Manager_contact_information.xlsx

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Managing Change in Uncertain Times

COVID-19 Impact on the Industry

• Consumer access to health insurance, including seniors, is heightened

• Difficulty in accessing non-essential care

• Flu season was already bad, will we see high medical inflation?

• How will testing and treatment be paid?

• Agents unable to meet clients face-to-face Special Guest Dwane McFerrin

CLU, CFP, RHU, LLIF

VP, Medicare Solutions, Senior Market Sales, Inc.

Former Chair, NAHU Medicare Working Group

(7 years)

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Managing Change in Uncertain Times

COVID-19 Impact on the Industry

• Many agents are enjoying sales success throughout March

• Senior health insurance industry sales are up especially for

- Sales by phone

- Self-enrollment tools

- E-apps and enrollment via email

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Medicare agents have faced adversity before

• Standardization of Medicare SupplementLate 80’s to early 90’s

• Medicare Plus Choice disenrollment'sLate 90’s to early 00’s

• CMS Marketing Guidelines for MAPD and PDP~2009

• Call centers competing with face-to-face agentsLate 2010’s

• Recession2008 – 2009

• Consumers willing to purchase online2018

• CMS Plan Finder Changes2019

• MACRA removed Plans C & F from new Medicare enrollees2020

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Good news is happening

• Tools are available to help an agent compete with call centers and offer consumer self-enrollment

• Many CMS marketing guidelines have been relaxed and NAHU is having success lobbying on behalf of agents

- FEMA-declared disasters not excluding agents

- OEP reinstated for MAPD

- Wet signatures being relaxed during COVID-19?

- OEP extended to end of June?

• With change comes opportunity with new carriers and plan types

Aetna is adapting to change; SMS has seen growth year-over-year. Are you adapting to change?

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Service Operation Updates

• Temporary Process Changes during the COVID-19 epidemic• COVID-19 Task Force Commitment • Staying Connected

Tracy AdamsBusiness

Consultation Manager

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March 12

March 13

March 17

March23

April 6

COVID-19 CVS Health & Aetna Response Timeline

Business Continuity80% of in-office employees are now working remote.

75,000 VPN users in comparison to 15,000 -20,000.

Broke a webex record with 4,000 concurrent meetings.

Even launched Accendo Medicare supplement!

Free Home Delivery of MedicationsLed the industry in providing customers a safer way to receive medications.

Now over 100,000deliveries per day!!! Up 1,000%

Telemedicine & Care Packages for MAIndividual and Group Medicare Advantage, encouraged to use free telemedicine to alleviate some hospital constraints.

Healing Better Program: sending care packages for those on MA plans diagnosed with COVID-19.

Hiring 50,000 PositionsInnovation during this trying time has created jobs to help our communities.

Already hired 5,000 people!

Drive Thru TestingLearned from March pilot in Shrewsbury, MA.

3 Drive Thru sites testing 1,000 daily in GA, RI, and MA.

Positive results within as little as 5 minutes, negative in as little as 13 minutes.

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Helpful Links

AetnaMedicare.com: What you need to know about the coronavirus (COVID-19)

(March 17) Medicare telemedicine update from Aetna President Karen S. Lynch

https://cvshealth.com/covid-19

Centers for Disease Control & Prevention

World Health Organization

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Additional Training Webinars

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Update your profile and turn on your email alerts

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SSI Quote & Enroll tool on-demand training video

https://www.aetnaseniorproducts.com/assets/aqeTool/Quoteandenroll_trainingvideo.htm

Use Internet Explorer and NOT Chrome

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Quotes-on-the-go Mobile Rate Quote App

Get quotes on the go, straight from your phone

• All SSI Products, One Place

• All SSI Products, In Your Pocket!

• App Store, or scan QR code to get started!

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Q & A – Open Forum

Thank You