Marsh U.S. Consumer Business Process Outsourcing Solutions For the Insurance Industry

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Heighten focus on core business activities — with industry expertise, scale, speed, technology, and reliability, Marsh U.S. Consumer combines financial stability with industry-recognized customer care.“The best implementations are the result of putting together the right team of professionals who have a thorough understanding of the process.”

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Marsh U.S. Consumer Business Process Outsourcing Providing access to our award-winning platforms, processes, and marketing support services allows business operations executives and staff to focus on their core activities. We help our clients benefit from top line growth by providing a complete and comprehensive outsourcing alternative that enables them to improve technology, administrative services, and customer service to core operations while often reducing costs. With our services, clients can reduce the need for investment when the available resource pool is stretched and, instead, leverage economies of scale and best practices for specific activities. By engaging Marsh U.S. Consumer, a service of Seabury & Smith, Inc., strategic and tactical outsourcing pays off with operational excellence.

Marsh U.S. Consumer provides firms with the structural elasticity needed to streamline administrative processes while shifting from fixed to variable costs. Our processing capabilities are embedded in a scalable financial services-focused infrastructure.

Insurance Industry Knowledge and Leadership

�� Accident

�� Accidental Death and Dismemberment

�� Auto/Homeowner

�� Background Checks

�� Business Overhead

�� Business Owner Policy

�� Cancer Care

�� Commercial Auto

�� Critical Illness

�� Deferred Compensation

�� Dental Coverage

�� Directors and Officers

�� Disability

�� Discount Services

�� Employment Practices Liability

�� Executive Life/Disability

�� Executive Long-Term Care

�� Executive Retirement Plans

�� Financial Planning Services

�� Group Universal Life

�� Health Insurance

�� Hospital Indemnity

�� Identity Theft

�� International Insurance

�� Key Person Life/Disability

�� Legal Services

�� Life Insurance

�� Limited Benefit Medical

�� Long-Term Care

�� Long-Term Disability

�� Major Medical

�� Medical Malpractice

�� Medicare Supplement

�� Motor Vehicle Reports

�� Personal Excess Liability

�� Pet Insurance

�� Prescription Drugs

�� Professional Liability

�� Property

�� Retiree Medical

�� Retirement Planning Services

�� Short-Term Disability

�� Survivor Support

�� Term Life

�� Vision Services

�� Workers’ Compensation

We support insurance companies with outsourcing programs worldwide — bundled or à la carte — with focused solutions for marketing, underwriting, enrollment, insurance, customer service, billing, reporting, claims administration, and servicing. Marsh U.S. Consumer maintains over 100 insurance and health plan insurer relationships, supporting a wide range of products, including:

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We benefit your business with:�� Advanced technologies, proven processes, and access to our economies of scale

�� Speed-to-market without the delays of building systems and protocols to support new product introductions

�� Highly trained, knowledgeable, and dedicated customer service specialists to ensure a positive customer experience

�� Marsh U.S. Consumer has the unparalleled reach, experience, and resources to:

�- Respond to more than 3 million customer service calls annually

�- Provide service and support to more than 7 million customers every year

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For the COOAll of our services are an outside resource to extend operational capacity, lower costs, and provide technology alternatives.

For the CFOWe provide renewed focus for core revenue-generating operations and expedited speed to market for new products. Our services help to maximize financial returns by avoiding large capital investments for new products and reducing fixed costs without compromising quality.

For the CIOWe offer technology and infrastructure improvements while conserving precious capital resources. Our services provide an alternative technology platform for emerging products and for those that can be diverted as run-off business.

For the CMOWe offer expanded capacity, service differentiation, and highly effective sales support programs that can include communication strategy and direct marketing.

Marsh BPO Administrative Solutions for the Insurance IndustryMarsh offers comprehensive, “private label” back-office services and marketing support services to insurers of all sizes, including leading national providers. We integrate technology and business knowledge to best meet the needs of members, clients, and policyholders, identifying the specialized strategies specifically tailored to the dynamics of each organization. With more than 50 administrative services managed in-house, we deliver a broad menu of services.

• Data Management • Eligibility Managem

ent • Communication • Billing • Claims • Customer

Ser

vice

• C

onsu

ltatio

n •

Prog

ram M

anagement

1 Discovery 2 Map

& G

o 3 D

efine and Develop 4 Te

st

5 Im

ple

men

t 6

Go Live

Call CenterCapacity

Technology

Products

CustomizedReporting

Marketing

Project Leadership

Customer Advocacy Program

Implementation

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Marsh U.S. Consumer provides services that augment the capabilities of our clients.

�� New lines of business that benefit from our speed-to-market capabilities when fast-growing businesses experience demand that exceeds capacity

�� Stable blocks of business utilize our platforms to access new technologies, achieve improved efficiencies, and transition from high fixed cost to variable costs

�� Closed books of business that require tighter cost management benefit from our discipline and efficiencies

At Marsh U.S. Consumer, our best-practice business processes deliver distinctive value. Every day, our core activities are focused on customer service via face-to-face meetings, call centers, or on the Web — disbursing benefit payments, enrolling participants, designing plans, pricing products, marketing, selling, and consulting with clients.

With heavy investments in training, licensing, and technology, the quality of our services exceeds that of the typical third-party administrator. We strive to stay current on the various trends and details of compliance and regulation. Our capabilities include sophisticated scanning technology, cutting edge tracking, automated adjudication, and a state-of-the-art check writing and distribution system.

�� We answer over 3 million calls annually

�� Our average response time is 10 seconds

�� We resolve 95 percent of all issues on the first call

�� We maintain one of the lowest call abandonment rates in the industry at less than 1 percent

Businesses benefit from our scale, size, industry knowledge, and expertise. All programs are delivered with quality, efficiency, and cost-effectiveness, while assuring creativity and innovation in marketing, communication, technology, call center services, Web solutions, and back-office administration.

BPO Solutions Provide a Wide Variety of Critical Business Services

Reporting and

Data ManagementEnrollmentCollectionBillingCustomer ServiceMarketing

System of RecordPaper FulfillmentPayment

ReconciliationPayroll DeductionToll-Free NumberIntegrated

Comprehensive

ReportingWeb Functionality

Electronic Funds

Transfer

Individual/Ported

PopulationAdvanced IVRPersonalized

Service Level

Reporting

Census File

Management

Credit Card

Transactions

Group/Individual

BillingWeb IntegrationAward-Winning

Client Management/Dedicated Client Contact

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Marsh U.S. Consumer BPO Solutions for the Insurance IndustryWith Marsh you get more than business process outsourcing — you get a business performance optimization solution that improves your bottom line with enhanced product design, marketing, communication, and sales support to optimize growth.

Our greatest value is the ability to deliver consistent, high-quality service that can support any size insurer and is scalable to support our clients’ aggressive growth strategies.

Comprehensive Administration and Program Management

�� Marsh U.S. Consumer embraces the Six Sigma quality assurance program

�- Multiple Six Sigma Black Belts

�- All Project Managers have professional designations

�� Proven technologies and processes streamline the implementation and management of customized solutions

�� Structured, time-tested client on-boarding methodology improves speed to market

For More InformationDennis Mulligan Managing Director

Marsh U.S. Consumer Two Logan Square, 21st Floor Philadelphia, Pennsylvania 19103

Office: 215-246-1183 Cell: 215-370-6822 E-mail: Dennis.Mulligan@MarshPM.com

Copyright 2011 Marsh Inc. BPO-BR-857

All rights reserved. Revised: 8/19/11

Visit us on the Web at: www.marsh.com

The information contained in this publication provides only a general overview of subjects covered, is not intended to be taken as advice regarding any individual situation and should not be relied upon as such. Insureds should consult their insurance and legal advisors regarding specific coverage issues.Statements concerning legal matters should be understood to be general observations based solely on our experience as insurance brokers and risk consultants and should not be relied upon as legal advice, which we are not authorized to provide. All such matters should be reviewed with the client’s own qualified legal advisors in these areas.Marsh is part of the family of Marsh & McLennan Companies, including Guy Carpenter, Mercer, and the Oliver Wyman Group (including Lippincott and NERA Economic Consulting).Marsh’s Association, Employer Benefits, Sponsored Program & Franchise, and Business Process Outsourcing businesses are a service of Seabury & Smith, Inc. Arkansas Insurance License #245544. In California d/b/a Seabury & Smith Insurance Program Management, California Insurance License # 0633005.