Training manual

For more information concerning this proposal, please contact your Aflac agent:

2015 Proposal Preparation Manual A General Guide to Responding to Requests For Proposals (RFPs)

AUTHORIZED BY: Brenda Bannister Manager, Sales Operations 706.243.5356 [email protected] POINT OF CONTACT: Benjamin Durden Proposal Writer PHONE NUMBER: 706.763.5617 E-MAIL ADDRESS: [email protected] DATE: March 11, 2015

Aflac herein means American Family Life Assurance Company of Columbus (Aflac) and Continental American Insurance Company (CAIC). All group plans underwritten by CAIC. This proposal is valid for 90 days, subject to the availability of the plans and services offered.

Table of Contents 1

Introduction � Who We Are

� Terminology

� Proposal Process Overview

Page 1

1

3

2

Upon Receipt of a RFP

� How to Log a RFP in Qvidian

� Bid/No-Bid Procedures

o Qualified RFPs

o No-Bids

� Initial Actions Needed:

o Coordination with Internal Departments

o E-mail Templates

6

9

9

10

11

11

12

3

Preparing the Proposal Response � Finding Answers to Most RFP Questions

o Qvidian’s Database of Answers

o The SharePoint Repository

� Our Most Common Deviations

� All Systems and Sites Used

13

13

16

17

20

4

A Typical Proposal Outline � What a Typical Bid Looks Like

o Cover Page

o Table of Contents

o Cover Letter or Executive Summary

o Section Divider

o Section Content

23

24

25

26

27

28

5

Finalizing the Proposal Draft � Check the Proposal Preparation Checklist

� Check the Proofreading Cheat Sheet

� Check the Proofreading Checklist

� Compile Bid Documentation

� Organize Bid Documentation

o Documentation Order

o E-mail Order

� Submit it for Review

29

31

35

37

38

38

38

39

� �

� � �

6 Submitting Bids to Communicorp 40

�

�

SECTION ONE

1 � Introduction

Who We Are

The Sales Proposals team has been serving in its present form since the fourth quarter of 2007. We have worked with Aflac agents and brokers to win and retain some of Aflac’s largest accounts. We take pride in our work, and our results can be directly measured by the amount of annual premium resulting from our bids.

What We Do

We are the point of contact for Aflac’s agents, brokers, and employees when an account has issued a Request For Proposals (RFP). Upon receipt of a RFP, we work with the submitter, internal departments, and third-party vendors to prepare Aflac’s proposal. We work to ensure our proposal is correct, compelling, and winning.

Terminology

These two terms are often used interchangeably by mistake, but mean different things:

� Bid/proposalo the response from Aflac that we create, that will be submitted to an

account � RFP

o It is what it is called, a request for a proposal (it is not a proposal). Usually issued by an account, but can also be initiated by an agent

We receive various types of RFPs. The following shows how we classify the requests. We call it this, when it has these characteristics:

Qualified Formal RFP

� Requests plans and services that Aflac-Columbus offers � Initiated by an account or broker � Usually has questionnaires and forms � Usually requires a company official to sign forms � Has a due date � We’ll prepare a proposal, regardless of account size

1

We call it this, when it has these characteristics:

Qualified Informal RFP

� Initiated by an agent/broker/internal employee for prospecting an account

� the account has 5,000 or more employees � Requests plans and services that Aflac-Columbus offers � No questionnaires or forms � No account-specified hard due date

Non-Qualified Formal RFP

Only requests plans and services Aflac-Columbus does not offer, and ours will be an “alternative” bid

No-Bid

A RFP that only requests plans and services Aflac-Columbus does not offer

� If applicable, we will forward the RFP to a partner company that offers the requested plans

2

1 � Introduction

Proposal Process Overview

1. Upon RFP receipt � Email and/or call the agent to confirm receipt

o Determine if we can provide the plans or services requested: � If Aflac cannot provide the plans/services requested, use the

SharePoint document titled “No Bid Procedures”1 to submit a no-bid request to team leadership

o If we can respond, read the entire RFP package thoroughly o Write down action items, and any specific requirements (page numbering,

rate guarantees, etc.) � Check Customer Information Services2 (CIS)to see if the account is existing or

potential � Who is the servicing agent?

o Check TPX/BlueZone3 to see if the agent is licensed in the account’s state � For informal RFPs, check Qvidian4 to see if a bid has been prepared in the

previous six months � Log the RFP in Qvidian5 � Create a folder6 on Drive A7 � Begin working through the SharePoint document titled “Proposal Checklist”8

2. Contact agents

� Establish who will be your point of contact (POC) for your questions about what plans/services to propose

� Discuss the bid outline with the POC (preferably via phone) o Use the SharePoint document titled “Call Script”9 to get account history,

shipping info, etc. o Provide guidance to the agents as needed o If applicable:

� Request references, SIC code10, agent bios/resumes, etc.

��1 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files > No Bid Procedures 2 CIS is at https://my.aflac.com/portal/server.pt?open=514&objID=1229035&mode=2 3 Start Menu > Aflac Apps > BlueZone Session 1 or 2 4 https://qpalogin.qvidian.com/Login 5�See Section 2,�“How to Log a RFP in Qvidian”�6�Use the folder templates located in my.aflac.com > … > Sales Proposals > Templates > Bid folders.

See also my.aflac.com > … > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files > Organization of A Drive Folders�

7 A:\MKTG_ADM\2015 Proposal Responses 8 my.aflac.com > … > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files 9 Ibid. 10 my.aflac.com > Field Force Srvcs > Selling Aflac > Prospecting > Prospecting Tools and Resources >

SIC Express �

3

� Discuss exceptions, if applicable o Request a Word version if RFP was only provided in pdf format o Request information to fill in any empty fields in Qvidian o Email a summary of the conversation to the call participant(s) o Enter the call summary into the SharePoint document titled “Sales Proposals

Call Log”11

3. Begin notifications and information requests � Request information/input as needed from the appropriate departments

(exceptions, legal, benefit services, etc.). Use the SharePoint template titled “Internal E-mail Notifications”12 to notify all applicable departments.

4. Begin proposal

� Download cover page and table of contents (TOC) templates13 � Complete the TOC first, if possible � Begin answering questionnaires14, completing forms, gathering reports, etc. � Download brochures and other applicable documents15 � Download, save, and print copies of applicable pages of the line of business

(LOB) charts16 � Download, save, and print rates from SmartQuote17. Transfer the rates to our

rate chart template(s)18. � In the proposal’s folder on drive A, number or letter the files so that they will

appear in the same order as they are listed in the TOC � Periodically check for possible RFP addendums

5. Finish bid draft

� Review RFP requirements and double check files for completion � Compare each file to proofreading checklist � Ensure all documents have been spell-checked and are consistent regarding

fonts, headings, etc. � Print files for self-review � Turn in proposal for review process

��11�my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales

Proposals > Sales Proposals Procedures > Proposal Manual Files > Sales Proposals Call Log 12�my.aflac.com > … > Proposal Manual Files > Internal E-mail Notifications 13 my.aflac.com > … > Sales Proposals > Templates 14�Answers are to be found in Qvidian’s answer database (https://qpalogin.qvidian.com/Login) 15�Plan brochures, applications, and rider inserts can be downloaded from

https://webordering.aflac.com/home.aspx�16�my.aflac.com > Workplace > Departments > Business Services Division > Departments > Support

Services > Shared Documents > DepartmentFolders > 03SPC > ProductComm > Form Number Charts by LOB

17�my.aflac.com > Field Force Srvcs > Selling Aflac > Prospecting > Prospecting Tools and Resources > Web SmartQuote

18�my.aflac.com > … > Sales Proposals > Rate Charts�

4

Download, save, and print copies of applicable pages of the line of business ,charts16(LOB)

4. Begin proposal

6. Finalization � Make corrections � Convert sections to PDF, add page numbering19 to the document and T.O.C.

(time permitting) � Upload files to Communicorp’s online print system20 � Email agent:

o PDF copy of proposal o Shipping confirmation from Communicorp o Tracking number

� Go to UPS and sign up stakeholders for e-mail updates and delivery confirmation � Enter tracking number in Qvidian21 � Change Qvidian status to “Pending” in both places22 � In the “Date Sent” field23, enter the date the proposal was submitted to

Communicorp � Set a reminder in your Outlook calendar to follow up on the bid’s result

��19�my.aflac.com > … > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files > How to

add page numbers�20�http://www.myccorp.net/adminsignon.cfm. Also see Section 6, “Submitting Bids to Communicorp”�21�The field is located in the created document as follows: Assemble > Project Information > Additional

Information (Aflac) > Shipping Tracking Number 22�The fields are located in the created document as follows:

1. Assemble > Project Information > Additional Information (Aflac) > Proposal Status 2. Manage > Document Properties > Status�

23�The field is located in the created document as follows: Assemble > Project Information > Additional Information (Aflac) > Date Sent

�

5

SECTION TWO

2 � Upon Receipt of a RFP

How to Log a RFP in Qvidian

1. Log on to Qvidian1 2. On the Qvidian home page, click on Create New Document

a. The Create a New Document menu should appear:

b. For type of document, select RFP Response (Aflac) c. For “Give this document a name”, enter the account name and click

Create

1 https://qpalogin.qvidian.com/Login

6

3. On the left-hand side of the screen, four navigation tabs should be visible:

4. In the Assemble navigation tab:

a. Click on Account Information (Aflac) b. The Account Information (Aflac) data entry screen should appear c. Complete all fields marked with a red asterisk d. Click Save e. Click Next f. In the Project Information section, a green check mark should appear next

to Account Information (Aflac) g. The Additional Information (Aflac) data entry screen should appear h. Complete all fields marked with a red asterisk, and as many additional

fields as possible i. Click Save j. Click Next k. In the Projects Information section, a green check mark should appear

next to Additional Information (Aflac) l. The Broker Information data entry screen should appear (If a broker is

not involved, skip to letter o.) m. If a broker is involved, complete all fields n. Click Save o. Click Next p. In the Projects Information section, a green check mark should appear

next to Broker Information q. The Line of Business Offered data entry screen should appear r. Mark all proposed products s. Click Save t. In the Projects Information section, a green check mark should appear

next to Line of Business Offered

Note: There will always be a green check mark next to Line of Business Accepted in the Projects Details box

7

5. In the Manage navigation tab: a. Click on Document Properties b. The Document Properties data entry screen should appear c. Click on the small Add icon next to the Owner(s) field d. Select Currently Unassigned Users e. Select yourself as the person the RFP will be assigned to; the line should

turn yellow f. Click Assigng. Click Close h. Click Home at the top of the page i. Under the Recently Created Documents box, verify that the project has

been assigned to you

8


Bid/No-Bid Procedures “To bid or no-bid? That is the question …” —Hamlet, by William Shakespeare

1. Find the RFP’s “Scope of Work” section. Does the RFP request plans/services Aflac and its third-party vendors provide?

2. If yes, proceed through the below checklist 3. If no, does it allow carriers to submit alternative proposals? If not, go to next page

Qualified RFPs Thoroughly read and analyze the entire RFP:

� Read every word in the RFP, and then read it again; be aware that information critical to the proposal may be scattered among different sections of the RFP

� Identify the RFP instructions, conditions, and notices to offeror � Identify and know your audience

o How is the bid to be written? � as “Here’s what we can do for you and your employees”? � or “Here’s what we can do for your client and their employees”?

� Research the account o What issues are they having? o What information can be learned from their website?

� Highlight, make notes, and mark up RFP as applicable � Identify requirements that may be difficult to satisfy or where competitors are

ahead of Aflac � Identify areas where Aflac has a competitive advantage � Identify competition and their strengths and weaknesses � Identify ways to differentiate from competition � Identify special contract requirements – ensure Aflac can meet them

o Some frequent requirement categories from which we usually deviate: � Indemnification/Hold Harmless � Auditing � Performance Guarantees � Financial Penalties

� Decode why a question is being asked � Compare the proposal instructions to the evaluation factors � Identify evaluation factors for award

9

No-Bids

� If the RFP is received from Aflac agents, the RFP confirmation e-mail1 is sent to acknowledge receipt of the request

� Upon determination that Aflac does not provide the plans and services requested: o Log the RFP into Qvidian2 o Send the No Bid Recommendation e-mail3 to team management.

Recommendation should include what the RFP is requesting and why the RFP should be a No Bid

� If a No-Bid is approved, send the agent the no-bid notification e-mail4 explaining why we are unable to prepare the proposal. Copy management and the requestor’s Market Director5 on e-mail

o Log the proposal out of Qvidian as a No Bid6 o Create a proposal folder for the account on Drive A7

� Save a copy of the No Bid E-mail and any related correspondence in the proposal folder on the Drive A.

1 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files > E-mail After Request Is Received 2 https://qpalogin.qvidian.com/Login. Also see Section 2, “How to Log a RFP in Qvidian”3 my.aflac.com > … > Proposal Manual Files > No-Bid recommendation to supervisor 4 my.aflac.com > … > Proposal Manual Files > No Bid E-mail for Proposal Requestor5 Market Directors can be found by looking up an agent’s hierarchy in BlueZone (Start Menu > Aflac Apps > BlueZone Session 1 or 2)6 The fields to change are located in the created document as follows:

1. Assemble > Project Information > Additional Information (Aflac) > Proposal Status* > No Bid 2. Manage > Document Properties > Status > No Bid3. Enter the day’s date in the Date Sent field, as follows: Assemble > Project Information >

Additional Information (Aflac) > Date Sent7 A:\MKTG_ADM\2015 Proposal Responses

10


Initial Actions Needed

Coordination with Internal Departments1

Here are the departments we notify/work with most frequently:

� Product/Process Exceptions o Rate guarantees o Approval to offer old plans o SIC codes

� Legal Department o They review any contracts/sample contracts in RFPs o They provide guidance on RFP requirements for which we don’t have an

answer � Aflac Group

o They provide group plan proposals for us to include in “dual” bids (bids that have both individually-issued and group plans)

� National Accounts o Notify them when the account has 5,000+ employees

Additional departments that we occasionally need to notify/work with:

� Account Relations o We notify them when a RFP is from:

� an existing account with $300,000+ in Annual Premium (AP) � a potential/new account with 1,000+ employees

� Benefit Services o We still provide Section 125 Cafeteria Plan Flexible Spending Accounts

administration to three clients. If we get a RFP from one of these, notify Benefit Services:

� City of Houston (we provide Dependent Day Care only) � Allegheny County � Clark County

o If the agent wants to offer WageWorks’ FSAs at no cost to the account � Agent must complete and send in the Aflac Wingspan Services Fee

Exception Request Form

1 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Proposal Manual Files > Internal E-mail Notifications

11

Additional departments that we occasionally need to notify/work with, cont.:

� Customer Service Center o To include claim reports, account-specific loss ratios, etc., in a bid, send

an e-mail request to [email protected] � Wingspan Services

o Notify them when proposing: � Wingspan enrollment services–

� AflacAtWork � Call Center � Web self-service

� COBRA Administration � Flexible Spending Accounts � HSA /HRA programs � Online Services � Automated Services � Consolidated Billing � Retirement Services

E-mail Templates The “Internal E-mail Notifications” SharePoint document2 has templates for notifying each department.

2 Ibid.

12

SECTION THREE

3 � Preparing the Proposal Response

Finding Answers to Most RFP Questions

Qvidian’s Database of Answers Qvidian1 has answers to almost every question an RFP can offer. The database is easily accessible from Qvidian’s home page, with its search field in the top right corner. While the database is easy to access, finding what you need can sometimes be a challenge. Feel free to contact the following for assistance:

Benjamin Durden � [email protected] � 706.763.5617

Our department’s inbox:

� [email protected] Example: One common RFP question/requirement is that proposers disclose information about their liability insurance. To find the answer, simply pull up Qvidian’s home page, type “insurance” in the search field, and then hit Enter:

1 https://qpalogin.qvidian.com/Login

13

A new window will open with the search results. Locate the result titled “Certificate of Insurance” and click on it:

14

A preview of the document will appear, allowing you to verify that the record is the one you’re looking for. Click on the pop-up menu titled “Actions”, then select “Save to Clipboard”:

The record will now appear as a Microsoft Word document. Select the part of the answer you need …

… And copy and paste it into your questionnaire. It’s that easy!

15

The SharePoint Repository2

While Qvidian contains text answers to questions, SharePoint is our repository of documents often required by RFPs, such as:

� Applications � Policies � Templates � Product Information, etc.

The search tool is located at the upper right corner of the page:

� Type in your search term(s) and hit Enter.� If the results don’t include your desired item(s), select “All Sites” from the search

drop-down menu (pictured below). The search will now include all of SharePoint.

2 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals

16


Our Most Common Deviations Actively At Work Almost all of our plans require employees to be actively at work if they wish to apply for coverage.

The Right to Audit Aflac � Individual plans – Yes, to the extent that it does not violate privacy laws. Access

to claims information cannot be granted without permission from the policyholder(s), as this information is protected under the Medical Privacy Act.

� Group plans – Yes (full access) � Cafeteria plans – Yes (full access)

Cafeteria Plans � We cannot agree to be plan administrator or plan sponsor of cafeteria plans � We do not give tax and/or legal advice � We do not complete appropriate regulatory forms, reports, returns, tax returns,

and/or or other material required by state and federal government agencies � If it’s not an existing account, the account must offer at least one Aflac product to

employees for service

Show Rates Net of Commissions � Not possible. Our rates are all-inclusive designed and filed with each state’s

department of insurance. To offer rates “net of commission” we would have to create new rates, and then get approval from each state’s department of insurance.

� Requirements for commissions to be paid in any other way than how Aflac traditionally pays them—we cannot comply.

Contract Required Our only requirement is that an account complete and sign a Payroll Account Acknowledgement form, then allows us to enroll three separate W-2 employees in at least one of our plans. Dedicated Toll-Free Line

� We can do it, but usually don’t � A potential alternative would be to use an existing toll-free number that is shared

among several clients that gives preferential (priority) treatment at the account level (not policyholder).

� If the account reaches $3 to $4 million in Annual Premium (AP), there will be a strong business case to consider assigning it dedicated toll free line.

17

Errors & Omissions Insurance (E&O) � Agents can carry E&O, and if the RFP requires it, the agent should provide a copy

to be included in the bid � Aflac Inc. does not carry E&O. We maintain a blanket fidelity bond in the amount

of $10,000,000 aggregate policy limit. We also maintain general liability1, automobile liability, and employer’s liability coverage as well as the proper Workers’ Compensation required for Aflac.

Indemnify or Hold Harmless the Account Aflac agrees to indemnify and hold the employer harmless from any claims by its employees who have applied for and been issued an Aflac policy or policies when the claim is attributable to the failure of Aflac to comply with the provisions of the policy or the disagreements between its employees and Aflac with respect to the coverage provided under the policy. This hold harmless shall not apply to any claims arising out of or related to any criminal misconduct by the employer or related to the employer’s responsibilities under any applicable state and federal laws. Insurance (account wants to be named as an additional insured) Can be named as an additional insured; Risk Management (Nelson Phillips) will provide Certificate of Insurance with account listed as an additional insured No Loss/No Gain Required Our plans are not duplicates of an account’s pre-existing plans, so our plans do not comply with this requirement.

Participation Requirements Our only requirement is that an account complete and signs a Payroll Account Acknowledgement form, then allows us to enroll three separate W-2 employees in at least one of our plans.

Performance/Surety Bonds � Cannot provide these types of bonds � Aflac can provide a proposal bond

o Rarely granted, only via an Exception Request

Performance Guarantees � We can do these, but usually don’t

o Standard answer is “If required, upon award of bid, performance guarantees will be established based on industry standards that are acceptable to both the account and Aflac.”

� Rarely granted, only via an Exception Request

1 A copy of our coverage can be found at my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Documents > Certificates of Insurance and Consent to Action Forms > Aflac Inc. certificate of insurance, expires 5.16.15

18

Rate Change Notifications � Aflac notifies payroll accounts 75 to 120 days in advance of a rate increase for our

voluntary insurance plans � Aflac policyholders receive 40 to 90 days notification.

Retirees

� Aflac’s plans require employees to be actively-at-work to apply for coverage � Employees may take their coverage with them when they retire � Retirees may be able to apply for the plans on a direct-bill basis

SubcontractingAflac does not subcontract or outsource the development, marketing, or sales of our proposed voluntary plans. Our agents are independent contractors.

Terminated Account References Our standard answer is “Aflac, as an insurance company, is primarily regulated by state law, and many states have laws that regulate how insurers may treat customers’ information. Due to privacy laws, Aflac is unable to provide the names of clients who have terminated their accounts.”

Third-Party Administrator (TPA) � Aflac is not a TPA and cannot propose TPA services � Aflac does not use a TPA for our policy administration or for claims. All policy

administration and claims processing for our individual plans are handled at Aflac Worldwide Headquarters in Columbus, Georgia.

19


All Systems and Sites Used

1. Qvidiana. Used to:

i. Log RFPs ii. Find answers to RFP questions/requirements iii. Record results

b. https://qpalogin.qvidian.com/Login

2. BlueZone Session 1 or 2a. Used to:

i. Verify agent license(s) ii. Find an agent’s contact information iii. Look up an agent’s hierarchy, determining the agent’s state

operation, finding contact information for the agent’s management b. File path: Start Menu > Aflac Apps

3. A: drivea. Uses:

i. Build proposals, contracts, vendor letters ii. The “Industry Codes and Business Objects” folder has the industry

codes we use when looking up potential references in SAP Business Objects (also called Business Intelligence, or just SAP)

b. File path: A:\MKTG_ADM

4. Customer Information Servicesa. We use it to:

i. View all available information for each Aflac account ii. Find whether or not an account has a SIC code (it shows any

existing SIC codes) iii. Look up Annual Premium iv. View employee count (but the count might be wildly out of date) v. See what product lines are in place, and how many policies (for

each plan line) are in place vi. View agent hierarchy, from agent to Market Director

b. https://my.aflac.com/portal/server.pt?open=514&objID=1229035&mode=2

5. SIC Express a. Uses:

i. Verify an account’s existing SIC code ii. Provide the link to agents when proposing accident or short-term

disability to an account that does not have a SIC code

20

b. File path: my.aflac.com > FIELD FORCE SRVCS > SELLING AFLAC > Prospecting > Prospecting Tools and Resources > SIC Express

6. SAP Business Objects a. Used to:

i. Look up reference possibilities, which we then provide to the agents for them to confirm

ii. Find how many accounts Aflac has in a given industry b. File path: my.aflac.com > AFLAC SERVICES > Technology > Business

Intelligence

7. Aflac’s Intranet a. Uses:

i. Can be searched for hard-to find documents, form numbers, etc. ii. Is the jump-off point for both SharePoint and Field Force Services

b. https://my.aflac.com/portal/server.pt

8. Aflac’s SharePoint a. Sales Proposals’ site

i. Is our repository of documents most frequently required by RFPsii. File path: my.aflac.com > Workplace > Departments > Marketing >

Departments > Worksite Marketing > Sales Proposals b. Entire site:

i. Can be searched for documents, form numbers, etc.ii. File path: my.aflac.com > Workplace button

9. Form Number Charts a. Used to find form numbers for plan information documents such as

brochures, rate charts, policies, applications, etc. b. File path: my.aflac.com > Workplace > Departments > Building Services &

Support > Departments > Support Services > Shared Documents > DepartmentFolders > 03SPC > ProductComm > Form Number Charts by LOB

10. Web Ordering

a. Uses: i. Look up plan information by form number

ii. Find and download plan information with the search toolb. https://webordering.aflac.com/Search.aspx

11. SmartQuotea. Used to find and download rates for our various plans b. my.aflac.com > FIELD FORCE SERVICES > SELLING AFLAC >

WebSmartQuote

12. Communicorpa. Used to upload the bids, for Communicorp to print and shipb. http://www.myccorp.net/adminsignon.cfm

21

13. GlobalSCAPE® Secure Ad Hoc Transfer Module a. Used to transfer files that are too large for e-mail b. https://fts.aflac.com:8443/EFTAdhoc/sendmail.aspx

22

SECTION FOUR

4 � A Typical Proposal Outline

What a Typical Bid Looks Like Our bids generally follow this outline:

� Cover page � Table of Contents � Cover Letter or Executive Introduction � Section 1 divider/tab

o Section content � Section 2 divider/tab

o Section content � And so on

Creating a proposal that follows this outline is demonstrated on the following pages.

23

Cover Page The typical bid will begin with one of the Cover Page templates1:

1 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Templates

24

Table of Contents

The Table of Contents2 follows the cover page:

2 Ibid

25

Cover Letter or Executive Summary

When possible, place a cover letter3 or executive summary4 after the Table of Contents:

3 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Templates > Cover Letters for Proposals4 my.aflac.com > … > Sales Proposals Procedures > Templates > Executive Summaries for Proposals

26

Section Divider

When submitting a bid for review, insert Section Divider placeholders5 for the reviewer’s benefit (Communicorp will insert an actual divider when the bid is printed):

5 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Templates > Section Dividers

27

Section Content

When possible, use the template titled “Template Page - Body of Proposal (April 2012)”6 to display section content:

6 my.aflac.com > Workplace > Departments > Marketing > Departments > Worksite Marketing > Sales Proposals > Sales Proposals Procedures > Templates

28

SECTION FIVE

5 � Finalizing the Proposal Draft

Check the Proposal Preparation Checklist �

RFP REVIEW, CONFIRMATION CALL, AND FOLLOW-UP E-MAIL After reviewing the RFP thoroughly, contact the agent, within 24 hours, to discuss your review of the RFP and request any additional information needed. At the conclusion of the call, send a summary e-mail to confirm and document what was agreed upon during the discussion. Be sure to save a copy of the e-mail and any conversation notes in the bid folder.

NOTE: Be sure to check the product introduction chart for the latest product introductions in the account’s state to make sure you are including the most current product(s) in the proposal.

Date of call: � � � � � �� Date follow-up e-mail sent:��

ORGANIZING � Create an electronic bid folder in the A: Drive. � Create a paper file to include RFP documentation and completed proposal. The entire folder will be turned in

for review once the bid is completed. Be sure to include the account name, state, and award date on the outside of the folder.

PROPOSAL PREPARATION

� Review the account’s Web site to learn about the account and what is important to them. You may find information to help you create a title for your cover page or information that would be appropriate to include in your Executive Summary.

� Prepare a cover page with a catchy title that speaks to the account’s needs. � Prepare a table of contents that includes all of the information being requested in the RFP or prepare one as

the account has specifically requested in the RFP. � When applicable, include a standard executive summary or prepare one that speaks to the account’s

needs/areas of importance. � Complete any special forms that are included in the RFP. � Complete any questionnaires by referencing PMAPS and other necessary sources. Be sure to use the most

appropriate answer for the question being asked. � Check account’s Web site for any issued addendums. Print out addendums, review, and then make any

necessary modifications to the proposal. Include addendums in the bid folder. � Print LOB charts and include in bid folder. � Print rate pages from Smart Quote and prepare rate pages for inclusion in RFP. � Pull all brochures, applications, and other documents and save a copy in the bid folder on the A: drive.

REVIEW

� Ensure all requirements have been met and nothing is missing. Make sure all documents have been spell checked and are reviewed for consistency with fonts, headings, titles, spacing, etc.

� Submit to Senior Proposal Writer for Review No. 1. � Review Senior Proposal Writer’s comments and make changes. � Submit to Supervisor for Review No. 2. � Review Supervisor comments and make changes.

Continued on next page

29

FINALIZE/SHIP � Load all files to the Communicorp print system. � Send a completion e-mail to the agent letting him/her know the delivery address, scheduled delivery date, and

that printing is underway. Be sure to attach an electronic copy of the completed RFP. � Complete the “Date Sent” and “Status” fields in PMAPS. � Make a note in your calendar, outlook, or whatever method works best for you to remind yourself to complete

your proposal follow-up at the appropriate time.

30


Check the Proofreading Cheat Sheet

� In General o Be consistent throughout the entire proposal with fonts, font size, verbiage, etc. o One space at the end of each sentence o Use voluntary not supplemental (unless the RFP specifically uses supplemental) o Use plans/policies not product/products o The main headings and sub-headings in the body of the proposal should match

the Table of Contents o “For Illustration” or “For Illustration only” must be included (on the first page of the

document only) on all sample applications, policies, reports, etc. used in a proposal

o Any word/term that follows Aflac is always capped � Example: Aflac’s Short-Term Disability plan pays excellent benefits;

Aflac’s Cancer plan pays benefits directly to the insured unless otherwise assigned.

o Specific product names, benefits, etc. should be capped � Examples: Aflac Cancer Care Plan, Cardiac Benefit Rider

� AudienceIdentify the correct proposal audience and tailor the proposal to that audience.

� AbbreviationsSpell the word/term out on its first use in the proposal; then it’s okay to use the word/term’s abbreviation thereafter.

� Aflac Group o Use CAIC in proposals; Aflac Group is an internal name and should not be used

in proposalso The rates for all group plans, with the exception of short-term disability, are

guaranteed for two years. The rates for the group short-term disability plan are guaranteed for one year. Longer rate guarantees can be requested, if required by the RFP.

o Time permitting, check all group proposals for grammar, spelling, and format consistency. Try to mirror them to the individual portion of the proposal as closely as possible, especially on questionnaires.

� Bulletso Only use bullet points when listing two or more items o Bullet point Styles

� Main bullet point o Secondary bullet point � Third bullet point

31

� Cancer and Critical Illness Plans o PCI and Maximum Difference Plans – cannot be offered in the same proposal

unless an exception has been granted o Maximum Difference and Lump Sum Cancer Plans – both can be offered in the

same proposal, but employees can only enroll in one (include disclaimer) o Maximum Difference and Lump Sum Cancer for Large Accounts Plans – cannot

be offered in the same proposal o Critical Care and Recovery and Lump Sum Critical Illness Plans – both can be

offered in the same proposal, but employees can only enroll in one (include disclaimer)

� Cafeteria Plans o Flexible Spending Accounts are provided by WageWorks o Proposing WageWorks requires approval from Aflac Benefits Services o Section 125 Cafeteria Plan is only capped when Section 125 or Aflac is in front

of the words� Examples:

� A Section 125 Cafeteria Plan can help reduce your FICA and FUTA taxes

� Aflac’s Cafeteria Plan can help your employees save money

� Exceptions that can be requested:

o ‘B’ to ‘A’ SIC Code Rating for Government Accounts

o PCI and Maximum Difference Plans � Cannot be offered in the same proposal unless an exception has been

granted

o ‘P’ Rates for the Aflac Short-Term Disability Plan � ‘P’ rates should be requested as an exception, in competitive bid

situations, for large government and health care accounts

o Rate Guarantees of 2, 3, 4, or 5 years � A disclaimer must be included with all rate guarantees.

� Example: Aflac agrees to a two-year rate guarantee on our proposed plans. We will review for additional 12-month guarantees in subsequent plan years. The plan availability and rates are only guaranteed while these plans are available for sale in the State of Georgia.

o Waiving 30-day Waiting Periods on Cancer Policies � Typically waived for school accounts

o Bid valid for more than 90 days � Sometimes required in RFPs

32

� Excessive Coverage Plans o Neither the Hospital Protector nor Voluntary Indemnity Plans may be offered with

the Personal Sickness Indemnity Plan. o Critical Care and Recovery, and Lump Sum Critical Illness, can both be offered in

the same proposal if an explanation is included, that the account can select only one of the plans

� Form Charts, Product Introduction Lists, & State Files Always check these resources to determine product availability as any unique product administrative guidelines.

� ListsWhen listing items, use periods at the end of complete sentences only.

� LogosDue to copyright and infringement laws, do not use the account’s logo on the cover page or in the body of the proposal.

� Numbers o 1 through 10 = spell-out (i.e., one, two, three, etc.)o 11 and up = write-out (i.e., 11, 12, 13, etc.)

� Online Services (includes Online Billing)Require 500 or less employees for existing accounts, and 1,000 or less employees for new accounts

� Percentages o Standalone = use % symbol (i.e., What percent does your accident policy pay for

fractures? 25%)o In sentences, paragraphs = spell-out (i.e., The Fracture Benefit on Jane Doe’s

accident policy pays 25 percent.)

� Previous Proposals It’s okay to use previous proposals as references points, especially if the RFP is for the same account. However, it’s your responsibility to ensure any information used is current and relevant for inclusion in the new proposal.

� Proposal Contact Information

o Cover Page� Use your phone number under the proposal signee’s name� Only use an agent or broker’s official Aflac e-mail address; no personal e-

mail addresses are permittedo Body of Proposal

� Use the agent’s/broker’s contact information when applicable; only use your information if the proposal specifically requests the name and contact information of the individual who prepared the proposal

33

� Proposal Forms o Review and complete forms first, if possibleo Leave forms in the Proposal Review Basket for reviewo Make any revisions to formo Submit to management for signature

� Include signed forms in the bid review folder so that reviewers know that forms requiring manual signatures have already been completed

� Proposal Validity Date

o Standard: 90 days o There are times when the RFP specifies the proposal validity date. In those

cases, use what the RFP states.

� Rates o A rate disclaimer must be included on rate pages.

� Rates are subject to change as allowed by the terms of the RFP.

� Spelling Use Spell-Check – there is no excuse for misspelled or incorrectly used words.

� Subject/Verb Agreement o Examples:

� Plural—The employees used their policies to collect benefits. � Singular—Jane Doe file a claim on her accident policy.

34


Check the Proofreading Checklist

1. Audience: a. Is the bid written to the correct audience (broker vs. account, etc.)? b. For ISDs, replace “employer” with “District,” etc.

2. Run the Spelling & Grammar tool on each document in the bid

3. Ensure the font size (of Aflac’s text) is the same throughout the bid (whenever possible) 4. Check Aflac’s text for double spaces at the beginning of sentences with the search tool

(ctr+f), and replace with a single space 5. Ensure each document/page has the same appearance, formatting, and line/paragraph

spacing

6. Verify that Aflac’s text font is the same throughout the entire proposal (whenever possible)

7. Make sure that page headings match the Table of Contents titles/headings

8. Replace “%” with “percent” a. Exception: the % symbol is part of the name of Flexible Spending Account tests

9. Replace any mention of “Aflac Group” with “CAIC”

10. When referring to employees with CAIC plans, replace “policyholders” with “Certificate

holders”

11. Replace “product” with “plan” or “policy” 12. Did you copy and paste from policies? If so, remove in-sentence capitalizations

a. Exception: full names of Aflac’s plans remain capitalized, as do the names of specific benefits (for example, “our plan offers a Wellness Benefit of $40”)

13. Check for - that need to be changed to —

Continued on the next page

35

14. Superscript ®, SM, TM, etc.

15. Rates pages: c. Do the headings on your premium pages match the rest of the bid’s headings? d. Did you print the SmartQuote page for rate confirmation?

16. Do testimonials match the plans proposed?

17. Did you include industry-specific information?

36


Compile Bid Documentation Before submitting your proposal for review, make sure you are including all necessary proposal documentation. This will help reviewers check your answers, rates, etc., while also informing them on the reasons for bid content and format. Documentation can include:

� Notes on the RFP � Notes resulting from conversations with the RFP submitter � A completed Proposal Preparation Checklist � E-mails pertaining to the RFP:

o RFP assignment e-mail o Consultative call follow-up e-mail(s) o Internal notification e-mail(s) o Exception e-mails

� Miscellaneous Files o SmartQuote rate pages (to verify that the correct rates were entered in the

rate chart templates) o Applicable pages from each plan’s Form Number Chart by Line of Business o Policies (if applicable)

E-mail notes: please submit only the most applicable pages of relevant e-mails. Do not submit lengthy e-mail chains running multiple pages when only one page has relevant information.

37


Organize Bid Documentation

Documentation Order:

� The original RFP document(s) � Proposal documentation, as follows:

o E-mails (see below) o Form Number Charts, in the same order as the plans in the proposal o SmartQuote Rates, in the same order as the plans in the proposal

� Proposal draft E-mail Order:

1. RFP assignment e-mail

a. This is the message in which Sales Proposals assigned the RFP to you 2. Plans to bid

a. Your confirmation e-mail to the agent, detailing what plans and services should be proposed

3. References from the agent 4. Exceptions granted for the bid by Aflac’s Exceptions Committee 5. Legal’s responses to pertinent information 6. E-mails documenting any non-Qvidian/non-SharePoint answers

a. Label these e-mails with the question/requirement #s to which the e-mails pertain 7. Third-party information as applicable:

a. WageWorks b. CAIC c. Paylogix

8. E-mails showing you submitted a bid draft to the agent(s) for their review

38


Submit it for Review

All proposals must be turned in a minimum of six business days before the due date, time permitting. Proposal Review Cycle

Days One & Two

Review Days for Senior Proposal Writer and Management

Submit proposal off for review (proposalmust be turned by 3:00 p.m. on initial review date)

� Senior Proposal Writer Review

� Management Review

Same-day turnaround to management depends on proposal length and other work on Senior Proposal Writer’s desk

Day Three � Getting feedback on the proposal � Making revisions

Day Four

Communicorp � Proposal should be loaded into the

RFP System1 by noon � Call Digital Print2 to advise proposal

has been loaded into the RFP System and is ready for print

Day Five Shipping Day Six Shipping

Proposal Due Date To find the Proposal Review Date, count six business days back from the due date. Do not count the actual due date as one of the days. For example:

� Proposal due date: 2/16/15o Initial proposal review date: 2/6/15 (six-day review cycle)

1 http://www.myccorp.net/adminsignon.cfm. Also see Section 6, “Submitting Bids to Communicorp” 2 (706) 596-3090

39

SECTION SIX

6 � Submitting Bids to Communicorp

Log In Access www.myccorp.net. Log in using your Aflac e-mail address and unique password. Select RFP Manager Locate the Aflac RFP Manager link and click on it.

Job Name To start, enter the account name into the blank field, like “City of Houston” Uploading Files You can upload basic MS Office documents; PDFs, images, etc. (Make sure landscape documents are redesigned as portrait documents)

1. Click on “Choose File”. 2. Select the file you wish to upload and click on the “Choose” button.

Submit the First Section

1. Once you have chosen a file, click on “Submit”. The file will appear in the right-hand box after the processing finishes.

2. After two files are uploaded, you will see a “Build Binder” button and binding style options below. Continue uploading files until they are all visible in the right-hand box.

Add Tabs

1. You can add tabs by clicking on the “Add Tab” button in the center. Once you click on this, complete the form on the left, type a tab name, and add notes if needed.

2. Once the tab has been created, it will be visible on the right side under the files you have submitted. You may add as many tabs as needed.

Add Blank Pages and Template Page To add a blank page or template page, click on the buttons in the center. You will see these options on the right. Put Files in Order The reorder feature is very useful if you have uploaded a file out of order. Simply click on the arrow in the order column up or down to change a file’s position.

Build Binder Now you are ready to build the binder. Click on “Build Binder”.

40

Download Binder to Preview After the binder is built, you can view it by clicking on “Download Binder”. This will open a new window in which you can preview the binder. PDF Preview Make sure all files are in order before you continue to the next step. If everything is in order, close the preview. Binding Style and Materials

1. RFP Binder – select Aflac RFP Binder. Under “Materials”, there will be two options, 11/2 inch D-Ring or 1 inch D-Ring.

2. RFP Coil Binding – select Aflac RFP Coil Binding. Under “Materials”, there will only be one option, Coils.

OutputSelect which output you want, Simplex or Duplex. Simplex is printed only on the front page and Duplex is printed on the front and back of the page.

Notes Enter any special instructions here

Shipping Information You may choose up to four different addresses to ship to. Fill out the shipping form indicating the shipping method. If a field is left blank, you will be prompted to fill it in before continuing.

� In the Binders field, enter the total number of proposals that must be printed. � The Ship Method drop-down menu has ten shipping methods to choose from.

Select the one which best fits your needs. Payment Information Enter our Budget Center number, 5044. LabelEnter any labels here

Date Due to Client/Agent Select the date on which you want the proposals delivered to the recipient

InvoiceSubmit the job and you will be redirected to the invoice. Here you can view all details from the job, including cost before shipping. History Queue Click on the “History” button at the top of the page to see the status of your job.

41

To Edit an Existing Job To edit an existing job, click on the NEW ORDERS link at the top of the page. Find the open job and click on Edit. Make your changes by following the preceding steps. Technical Issues or Questions? Contact Mike Lowell by e-mail at [email protected] or by phone at 706-763-5813.

42