1. UAI2032 0713 Top Reasons For Medicare Supplement Business Pending For Training Only © 2013 United American Insurance Company. All rights reserved.

2. UAI2032 0713 The Good News is … 80% of Medicare Supplement Applications issue in 5 days or less Based on Company records as of 0411

3. UAI2032 0713 Unfortunately … The average Issue time for the remaining 20% of applications is 30 days Based on Company records as of 0411

4. UAI2032 0713 Top Causes of Pended Applications Missing Termination Letter Missing Forms Invalid Medicare ID Other Based on Company records as of 0411

5. UAI2032 0713 Pending for Missing Termination Letter Problem: Prior coverage info not complete or no letter of termination of coverage Chargeback at 60 days Solution: Have customer request termination letter from provider. Provide the NAME of the prior coverage carrier as well as policy start and end dates. If possible, provide a copy of prior carrier ID card. If MA letter needed, the Customer may call Medicare at: 1-800-Medicare (633-4227) 5

6. UAI2032 0713 Pending for Missing Information Problem: Reason for voluntary or involuntary termination not answered Solution: Ask applicant and record answer on the application Using the eApp (FL) will help with these issues. The eApp will not allow a question to be skipped. 6

7. UAI2032 0713 Pending for Missing Forms Problem: Missing, incomplete, or incorrect forms submitted Chargeback at 21 days Replacement Form New Business Transmittal Form Standard / Disability Application (64 ½+ must be standard app) Solution: Review Compliance sheet for state where application signed and verify CORRECT forms are fully completed and submitted Use eApp when approved/released 7

8. UAI2032 0713 Pending for Invalid Medicare ID / Inaccuracies Problem: Application not fully or not correctly completed Solution: Triple check that the Medicare ID number is correct Make sure correct plan code is used as well as all questions answered and signed where appropriate Use eApp when approved/released 8

9. UAI2032 0713 Pending for Medicare Part B Effective Date Problem: Copy of Medicare ID Card showing only Medicare Part A is active Solution: Make sure both Parts of Medicare are effective. If one Part recently applied for, indicate on application 9

10. UAI2032 0713 How Long to Issue? How long does it take for Medicare Supplement business to issue? 10

11. UAI2032 0713 How Long to Issue? On average, 2 to 4 business days from the time it is received at the Home Office. From the time the app is mailed to the Home Office until the time the policy is received by the Agent – 2 to 4 weeks on average, depending on mail time Use FedEx Overnight Shipping with a tracking number; USPS Priority Mail is not overnight Guaranteed Issue with all documentation provided

12. UAI2032 0713 How Long to Issue? Underwritten applications On average, 7-10 days provided applicant answers QAC call Applications with missing information or underwriting requirements On average, 29 days 12

13. UAI2032 0713 Agent Notification of Underwriting Requirements Agent is notified via e-mail from Underwriting or Agency Service Underwriting looks up the e-mail address using the Agent number U1257’s (sample at right) are sent directly to the Agent’s e-mail If no e-mail address shown, or the correspondence is returned, the correspondence is sent to Agency Service 13

14. UAI2032 0713 Agent Notification of Underwriting Requirements E-mail Contains Agent’s name and e-mail address Applicant’s Name and Policy Number Outstanding requirement(s) Follow-ups are sent on day 7, day 14, day 21, then closed with “INSUFFICIENT OR INCOMPLETE UNDERWRITING INFORMATION” Requested items are returned to Fax:469-525-4210 E-mail:underwriting@torchmarkcorp.comunderwriting@torchmarkcorp.com 14

15. UAI2032 0713 View Pending Business Where do I check my Medicare Supplement pending business? 15

16. UAI2032 0713 UAOnline www.UnitedAmerican.com/logonwww.UnitedAmerican.com/logon

17. UAI2032 0713 To View Pending Business

18. UAI2032 0713 To View Pending Business 18

19. UAI2032 0713 To View Pending Business 19

20. UAI2032 0713 View Med-Supp Commissions Where do I check my Medicare Supplement commissions? 20

21. UAI2032 0713 To View Medicare Supplement Commissions

22. UAI2032 0713 To View Medicare Supplement Commissions 22

23. UAI2032 0713 To View Medicare Supplement Commissions 23

24. UAI2032 0713 Thank You! www.UnitedAmerican.com 24