1. Cigna Telehealth Connection overview
What is it?
Cigna provides access to two telehealth services as part of your medical plan – Amwell and MDLIVE.
Cigna Telehealth Connection lets you get the care you need – including most prescriptions – for a wide range of minor conditions.
Now you can connect with a board-certified doctor via video chat or phone, without leaving your home or office. When, where and how it works best for you!
Many of our Cigna Behavioral Health contracted providers are also available (not through MDLIVE or Amwell) for telehealth video consultations during the providers’ regular business hours.
If you are seeking a behavioral health provider, search the provider directory on Cignabehavioral.com using “Telehealth Specialty.”
All customers with Behavioral benefits will have access to this benefit starting January 1, 2017 regardless of whether Cigna Telehealth Connection medical telehealth vendors are implemented.
Availability of MDLIVE and Amwell services is expected for January 1, 2017 but may vary by location and is subject to change. Not all providers have video chat capabilities. Video chat is not available in all areas. Amwell/MDLIVE services are separate from your health plan’s provider network. Telehealth services may not be available to all plan types. A primary care provider referral is not required for Amwell/MDLIVE services. See your plan materials for costs and details of coverage, including other telehealth/telemedicine benefits that may be available under your specific health plan. Amwell and MDLIVE do not guarantee that a prescription will be written. Not all prescription drugs may be covered under your medical plan.
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2016 Cigna 1

2. How it works Medical telehealth
Register online Register online with one or both to use the service when needed
Register with one or both telehealth providers
Step 1: Call toll-free
Call the toll-free hotline available 24/7/365, including holidays. MDLIVE: Amwell:
By phone
By videoconference
Step 1: Visit website Visit the Amwell or MDLIVE website or download each mobile app* and log in with username and password.
Step 2: Speak with a coordinator A consultation coordinator locates the next available doctor and prepares you for the consultation.
Step 2: Find a doctor Search for a doctor by a criteria, such as specialty, language, gender, location or simply find the next available doctor.
Step 3: Speak with the doctor Once an available doctor is located, the system automatically calls and connects the doctor to you.
Step 3: See the doctor online Once an available doctor is located, the system automatically connects the doctor to you.
Post-visit
communication
Decide if the consultation history will be sent to your primary care provider.
Prescription services Amwell and MDLIVE doctors may prescribe medication when appropriate and send the prescription directly to your pharmacy.**
Health care services are delivered by Amwell and MDLIVE participating doctors and not by Cigna. Providers are solely responsible for the treatment provided. Availability may vary by location and is subject to change. See vendor sites for details. *The downloading and use of any mobile app is subject to the terms and conditions of the mobile app and the online store from which it is downloaded. Standard mobile phone carrier and data usage charges apply. **Amwell and MDLIVE do not guarantee that a prescription will be written. Not all prescriptions are available.
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2016 Cigna

3. Cigna Health Matters – Cigna One GuideSM
Reimagine the health care service experience with a solution that proactively engages the customer with clear ways to save money and stay healthy.
The One Guide solution is a personalized and proactive digital experience supported by a comprehensive service model focused on removing barriers, easing the way and building confidence.
Customer
Choose a plan
Pre-enrollment guidance on plan selection
Getting started
Minimize disruptions of care
Find care
Network navigation
Health program referrals
“Health Team” feature
Reduce surprises
Proactive messaging
One Guide – what is it?  
A quick reminder of the product DONE
Evolution from PSA to OG DONE
Current features – important to stress features can’t be unbundled, My Personal Champion is now part of the OG product
How to demo OG if necessary?  Do we show the video/demo? DONE
2:  One Guide – the build & launch
Enterprise wide product build – all segments, describe that this is not just national anymore DONE
Launch 1/1/17 Capacity limits – shared across all buying groups, gated DONE
Gating update and guidance for National – existing CLOSED, new remain OPEN with sales discretion. DONE
Future launch dates of 7/1/2017 and 1/1/2018 – pre-gate clients to those dates, capacity TBD. SPEAK TO IT
3:  One Guide – Migration of early models to OG
Review the current list of clients with PSA only models ( )
This is a different list from the new OG capacity of 380k
Discuss process for migration
Case Discovery will commence when? DONE
Review each client to determine PSA features/customizations DONE
Determine what each client will gain/loose as they move to OG on 1/1/17 PENDING
Above and beyond
Consultative support
Click to chat
Anticipating next steps
1:1 advocate support for complex situations
One Guide
Digital Experience
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2016 Cigna

4. Cigna One Guide® Cigna’s next generation service experience
2017 NA Market Message Health Matters Pres. - For Internal Use Only
4/12/2018
Cigna One Guide® Cigna’s next generation service experience
Personal Guide
Proactive education and support to optimize benefits and incentives
Guidance on cost-savings opportunities and programs
Holistic view of health information for personal guidance and engagement
Specialized support in highly complex medical situations
myCigna App
Live chat with Cigna One Guide team
My Health Team – Build a personalized list of your doctors, dentists and facilities
Personalized messages based on your Cigna One Guide analytics
Analytics Engine: Set of rules that takes in multiple sources of data from claims, medical utilization, health conditions and preferences and generates customer specific messages on actions they should be taking. Those actions are prioritized by One Guide score based on value impact on health and cost as well as likelihood to act
One Guide is used to to determine the specific content to deliver to customers and when
E.g. for Analytics Engine (e.g. customer who went to the ER for not emergent reason that could have been taken care of in urgent care facility would get a card that they could save money by going to ER
Confidential, unpublished property of Cigna. Do not duplicate or distribute. Use and distribution limited solely to authorized personnel. © 2017 Cigna