April 2018 Via Benefits Plan Sponsor Calls

April 2018
Via Benefits Plan Sponsor Calls

Agenda
• Name Change • 2017 Annual Reviews (New!) • Operations and Satisfaction • 2018 Roadmap, including Gateway Portal • Medicare and Regulatory Updates • 2019 HRA Increases—Timeline

Wespath Benefits and Investments

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OneExchange Rebranding—Via Benefits®

• No changes to services or functionality • Effective March 1, 2018 • New URL: my.viabenefits.com/wespath • Automatic redirect to new site from former sites
– Medicare.OneExchange.com/Wespath – OneExchange.com/Wespath
• Participant communications
– Sent from Wespath and Via Benefits in February – Via Benefits materials to note change through 2018

Wespath Benefits and Investments

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Why the Name Change?
• Refresh look and feel • Refresh approach,
with focus on:
– Journey to a more secure retirement
– Consultative service combining a marketplace and concierge service

Wespath Benefits and Investments

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New! 2017 Annual Reviews—Distributed
• Global overview: today
• Detailed individual reviews: contact Megan to set up individual plan sponsor meeting

Wespath Benefits and Investments

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2017 Annual Reviews—Overview
• Call stats by quarter • Enrollment
summary (including recent changes) • HRA summaries • Satisfaction scores • Process refreshers (appendix)

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Achievements in the Last Year
• Plan Sponsor Outreach
– 2018 Open Enrollment Reports
 Part of 2017 Annual Review  Open Enrollment Review Stats  Funding Statistics
– Updates to HIPAA forms – Updates to Population Funding Summary – Part B, long-term care, and
Part B recurring and recurring form audit

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Achievements in the Last Year

• Participant Communications
– Funding newsletter, as a reminder of the funding program and how things work—will change to targeted communications in 2018
– Funding balance reminder mailing – Q1 and Q4 – Funding qualification reminder —mailed with fall newsletter – Medicare Part B Premium Recurring Reimbursement Form—mailing in Q4
for 2018 (some plan sponsors opted out) – Recurring Premium Reimbursement Form—mailing in Q1 for 2017 – Allocation increases/decreases – Barcoded Reimbursement Form Announcement letter – Barcoded forms
• Website
– Medicare prescription comparison tool introduced during open enrollment

Wespath Benefits and Investments

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Voice of the Customer Results

100%

4.7%

90%

5.9%

80% 11.3%

70%
23.3%
60%

50%

40%

30%

54.8%

20%

10%

0%
Q1-Q4 2015

5% 4.3%
9.6% 20%
61.1%
Q1-Q4 2016

3.1% 4%
8.3% 17%
67.6%
Q1-Q4 2017

1-very unsatisfied 2unsatisfied 3-neutral
4-satisfied
5-very satisfied

Overall satisfaction continues to improve

Wespath Benefits and Investments

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Open Enrollment Period—Call Statistics

UMC
Total Inbound Calls Total Outbound Calls Average Handle Time Average Speed to Answer

2017 4,257 698 30.01 0.50

2016 2,358 436 31.84 0.71

IVR/Telephony Improvements: Stability testing resulted in expanded capacity, faster response times and fewer unnecessary transfers
Staffing Improvements: Increased staffing levels through earlier hiring and better retention; initiated training earlier
Handle time remained stable or slightly improved despite higher call volume. Top 5 days of the season made up 19.7% of the call volume for the whole season.

Wespath Benefits and Investments

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