2020 Agency Partner Playbook - Humana

Retail ProductsPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONRetail ProductsMedicare Advantage plans — Many Humana Medicare Advantageplans come with added benefits and resources. Our membershave access to services such as a mail-delivery prescriptionpharmacy and fitness programs.Click the link below to find out about plans with their premiums,copays, benefits and participating doctors and pharmacies.Introduction More info about Medicare Advantage plansTable of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program Prescription Drug plans —Humana offers several options forstand-alone prescription drug coverage to help meet themedication needs of your clients. Our plans vary based ondeductibles, medications and copays. umana Walmart Value Rx Plan (PDP) New for 2020!HOffers low monthly premium Humana Premier Rx Plan (PDP) Redesigned for 2020!Rich formulary and benefits umana Basic Rx Plan (PDP) Features low copays (afterHdeductible) for most generic drugs at network pharmaciesMore information about Prescription Drug PlansSales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Medicare Supplement Plans — The benefits from plan to planare the same from every insurance company (some companiesmay offer innovative benefits), so a Plan C from one companyhas the same medical coverage as a Plan C from any other.The difference is in the company, the quality of service andthe price. These features are what make Humana MedicareSupplement plans stand out from the rest.More info about Supplement Medicare plans9Playbook for Humana Agency Partners

Retail ProductsPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONRetail Products (continued)Dental plans — Humana offers a variety of dental plans inmany states. omplete Dental (PPO) Individuals who want robustCcomprehensive coverage. Richest benefits availableimmediately for those who provide proof of prior eligibledental coverage.Introduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program oyalty Plus (PPO) Individuals who want immediateLcomprehensive coverage even if they haven’t had priordental coverage.P reventive Plus (PPO) Individuals who know the importanceof preventive dental care and want some coverage forunexpected dental needs. A great balance to maintainhealthy teeth and gums. ew Preventive Value (PPO) Budget-conscious individualsNwho know the importance of preventive dental care, andappreciate a straightforward plan covering preventive andbasic services. ental Value DHMO Budget-conscious individuals whoDwant comprehensive coverage, and want to know theircosts upfront. ental Savings For individuals who want some savings inDdental care, but don’t want to invest in dental insurance.Click for More InformationSales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Vision plans — Humana’s affordable vision coverage offersan annual routine eye exam for a low copayment, pluscoverage for contact lenses or eyeglass lenses and framesand discounts on laser services, like Lasik.More info about Humana’s Vision plansThis product guide provides details on Humana’s Dental and Vision plans.Click this link for more information.10Playbook for Humana Agency Partners

2020 Humana First LookPLAYBOOKHumana First Look2019 HUMANA FIRST LOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program Sales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Get ready to ignite your road to success with our Humana First Look.This guide provides Humana’s network highlights, competitiveadvantages and value propositions for each market, helping youuncover new and unique ways to boost sales. This guide makes iteasy for you to compare information such as premiums, copays andadded benefits and services for Humana Medicare plans in yourarea. Reminder: it is prohibited to share 2020 plan information withthe public prior to October 1st, 2019.View 2020 Humana First LookAs a reminder, Agents can access the current Humana First Look when they certify or recertify.11Playbook for Humana Agency Partners

Agent ContractingPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONAgent ContractingExternal Partner Contract TypesIn the external partner channel, Humana supports two typesof agencies. Each type has specific Agent-contracting andcommission-paying processes.Strategic Alliances (SA) consist of field agencies, call centers and -vendors. The Agent contracts are held at the partner level, meaningeAgents must first go through the partner to establish an agreementwith Humana. Most often, the Agents are considered employees ofthe SA agency, and the agency owns the block of business, receivesAgent-level commissions and is responsible for compliance oversight,because the agency also receives administrative compensation.If the Agent’s employment ends with the SA partner, their Humanacontract will be terminated. Any business written by the Agent will beretained by the agency. After an Agent terminates or is released bythe SA partner, they must re-contract with Humana to begin sellingagain, either directly with Humana or through another external partner.Introduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program Sales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Marketing General Agencies (MGA) or Field Marketing Organizations (FMO) and MarketPoint Brokerage consist mostly of field Agents,often referred to as External Agents. These Agents are individuallycontracted. Because of this, the Agent is primarily responsible foradherence to all policies, procedures and compliance requirements.The partner must also reinforce all requirements put forth in theiroverride agreement, including education and oversight on compliance.Agents are independent in this channel and may choose to contractdirectly with Humana or affiliate with an FMO partner in exchange forbusiness services provided by that partner. In these instances, the FMOdoes not own the agent contract; however, they have the right to retainan Agent within their hierarchy for 90 days if they choose to not grantan immediate release. Agents may or may not be captive to an agency,meaning they could be paid directly or have an agreement to get paidby an agency with the execution of an Agent Business Transferal Form(ABTF). The ABTF identifies the payee relationship and determines whoreceives the compensation and who owns the business.Agent Business Transferal Form (ABTF)12Playbook for Humana Agency Partners

Agent ContractingPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products Agent Contracting (continued)Immediate Release PolicyTo receive an immediate release, external Agents must secure a release letterfrom their current upline. It is at their discretion whether or not to release anAgent prior to 90 days (see Delayed Release Policy below). The current uplineis required to formally communicate the release of the Agent in writingusing company letterhead, signed by the principal, with a current or futureeffective date of the release. Release letters must be sent to Humana’sAgentSupport@humana.com. If the immediate release is accepted, it will beprocessed within five business days. Humana will notify the agent via emailwhen the release has been processed.Delayed Release Policy: In instances where an immediate release is not granted,the Agent may request a delayed release. The delayed release will take effect90 days after the Agent’s request is received.* Such requests must be in writingand sent to Humana’s Agent Support at AgentSupport@humana.com.Agent Release Timeline2020 Humana First Look Received 90-day Immediate ReleaseAgent Contracting 1/2 through 7/10Effective 90 days post requestProcessed within fivebusiness days7/11 through 9/30Effective 1/2Processed within fivebusiness days10/1 through 1/1Effective 4/1Effective 1/2Enrollment Methods Training MarketPoint University Marketing Elite Agent Program MGA Hierarchy Release TimelineSales Compliance Received 90-day Immediate ReleaseAgency Management 1/2 through 7/10Effective 90 days post requestProcessed per standardcontracting turnaround time7/11 through 9/30Effective 1/2Processed per standardcontracting turnaround time10/1 through 1/1Effective 4/1Effective 1/2Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms *The delayed release will be effective 90 days after the Agent’s request is received. Agenciescan realign one time per year.Next Page13Playbook for Humana Agency Partners

Agent ContractingPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONAgent Contracting (continued)Agent’s Status Upon Release:Introduction Once an Agent is released, they will be free to align themselves withanother upline. The Agent must notify Humana in writing indicatingwhat upline they wish to be aligned with. The name of the new uplinecan be included in the original release request. It will be the agent’ssole responsibility to maintain all license, training, certification andappointment requirements with Humana. (There are specific situationsunder which an Agent cannot align themselves. Please contact yourexternal partner for more information.)Table of Contents New:The Vantage Portal Any business submitted to Humana while the Agent was alignedwith the previous upline will result in the appropriate overrides andcommission being paid as indicated by the contracts and schedulesin place.Retail Products Renewal:A Message to our Partners Local Staffing Support 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program Any renewals earned while the Agent was aligned with the previousupline will result in the appropriate overrides and renewals being paidas indicated by the contracts and schedules in place.The release ONLY affects business that occurs after the date ofthe release.There are three actions that will trigger a request for a release:MGA Assignment submitted to ASU by the new upline.Sales Compliance ABTF submitted to ASU or Agency Management with a payeeto a new upline.Agency Management Email from agent to ASU requesting to be moved.Book of Business Transfers Commissions Frequently Used Forms For Agents who want to make a contract change (e.g., HumanaBrokerage Agent to Strategic Alliance Agent or an IndependentAgent), the same release policy applies; however, at the conclusionof the 90 days, the Agent will be terminated and must re-contract.General Topics Glossary of Terms Next Page14Playbook for Humana Agency Partners

Agent ContractingPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Agent Contracting (continued)The External Agent Assignment FormRe-contractingHumana offers different contract types and sales channels. If anAgent wants to move from one sales channel to another, they maybe required to re-contract. In some instances, an agent’s contractmay be terminated or closed out. Depending on the reason for thetermination, the Agent may or may not be allowed to re-contract.Examples below: Closed Out—Agent contracted with Humana, but did not movefrom Pending Execution status (by quoting or certifying) within180 days. Must re-contract. ack of Production—Agent did not make a sale within 12 monthsLof contracting. The Agent is eligible for re-contracting at any time. Inactive—Agent is eligible to receive non-Medicare commissiononly. For the Agent to re-contract, the Agent must reimburseHumana for the applicable appointment fees. Ineligible—Agent was involuntarily terminated for a compliancereason and is ineligible to re-contract. In rare instances, the Agentmay be able to appeal after 12 months from their termination date.Training MarketPoint University Marketing Elite Agent Program Sales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Next Page15Playbook for Humana Agency Partners

Enrollment MethodsPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Training MarketPoint University Marketing Elite Agent Program Sales Compliance Agency Management Book of Business Transfers Commissions Enrollment MethodsElectronic Enrollment Tools: Enrollment Hub—Enrollment Hub helps Agents serve their client needs at a higher level than ever before. Enrollment Hubhas many benefits, including auto-populated application data,to save Agents valuable time; the ability to start and stop anapplication at any point in the process; access to additionalforms used during the post-enrollment process; and accessto the tool across multiple devices and browsers. FastApp—An enrollment tool for Agent use via an Internet connection. MAPA—MAPA is Humana’s Medicare Advantage Paperless Application system, and it allows field agents to submit MA,MAPD, Med Supp, PDP, OSB and FSB enrollments in a portabledigital platform. Agents may also take member authorizationsand scopes of appointment digitally through the MAPA tool.Consumer Self Enrollment Tools Digital Marketing Materials—A better, more productive way for agents to turn prospects into clients. With this new tool,Agents can email prospects custom marketing materials for upto three plan options after meeting with them to meet theirneeds. After the sales presentation, if the prospect is ready tomake a decision, they have the ability to enroll online directlyfrom the personalized Digital Marketing Materials sent themby the agent. Plus, the Agent will still get credit for the sale if the client enrolls from the Direct Marketing Materials sent to them bythe Agent. Digital Marketing Materials are all-inclusive of theprinted materials that an Agent would normally use duringa sales presentation. By using Digital Marketing Materials,Agents can start going paperless!Frequently Used Forms General Topics Glossary of Terms Next Page16Playbook for Humana Agency Partners

Enrollment MethodsPLAYBOOKFOR HUMANAAGENCY PARTNERSCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal Retail Products 2020 Humana First Look Agent Contracting Enrollment Methods Enrollment Methods(continued) Agent Online Application A consumer-driven enrollment process, the Agent OnlineApplication (AOA) provides Agents with a custom URL thatallows prospects to enroll themselves into a Dental, Vision, MedSupp or Medicare plan the Agent discussed with them. Aftermeeting with a prospect and completing a sales presentation,your prospects can choose to enroll themselves. Agents willget the credit as long as the prospect is enrolling in a plan yourAgent presented to them and confirm this on the form withinthe URL. Agents will receive an email indicating that anapplication has been completed. Go to Vantage to access all paperless of self-enrollment toolsPaper Application Resources Transmitter App Streamline submission of paperwork to Humana’s workflowprocess. This allows the Agent to quickly snap pictures ofMedicare enrollment documents and securely transmit theinformation to Humana.Training MarketPoint University Marketing Elite Agent Program Sales Compliance Agency Management Book of Business Transfers Commissions Frequently Used Forms General Topics Glossary of Terms Next Page17Playbook for Humana Agency Partners

Enrollment MethodsPLAYBOOKFOR HUMANAAGENCY PARTNERSEnrollment Methods Email through the Vantage upload linkCLICK BELOWTO JUMP TOA SECTIONIntroduction Table of Contents A Message to our Partners Local Staffing Support The Vantage Portal (continued) Benefits of emailing ap

Humana Vantage is a portal on Humana.com that offers single-point, streamlined access to a digital dashboard with customer management sales tools and critical information to help you complete business tasks. There are separate views within Humana Vantage for agents and agencies, and both