RFP No. R P1 Group Prepaid Legal Insurance Services Performance Guarantees Matrix Page 1 of 6

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1 Group Prepaid Legal Insurance Services Guarantees Matrix Page 1 of 6 Measure Implementation Guarantees 1. Implementation Commitment: Implementation meetings will be held with the County to discuss program details and implementation strategy. Implementation will be managed in accordance with a customized implementation plan, that will include: Time parameters Pertinent steps Agreed upon timeframes for each step Plan adjustments made from time to time as mutually agreed upon by Policyholder and Vendor 95% premium, but we put a max of 3% at At least 95% of action items assigned to Vendor will be completed or delivered by the due date indicated in the implementation plan

2 Group Prepaid Legal Insurance Services Guarantees Matrix Page 2 of 6 2. Measure Fully implement the plan by the effective date (1 st year of contract only). 3. Provide a Certificate of Coverage within 60 calendar days of approval from County (1st year of contract only). 4. Distribution of welcome kit and Benefit Summary within 10 business days after receipt of electronic eligibility file. 5. Implementation Satisfaction: Benefits staff will be satisfied that the service delivered by the assigned Implementation Team qualifies as a solid performance that generally meets requirements (3.0) or higher as defined in the survey defined below. Based on average Score: = = ½ = ¾ 1.9 & below = all of category penalty., but we put a max of 3% at, but we put a max of 3% at, but we put a max of 3% at, but we put a max of 3% at

3 Group Prepaid Legal Insurance Services Guarantees Matrix Page 3 of 6 Measure Guarantees 1. Speed to Answer calls: 90% of incoming calls will be answered by customer service within 35 seconds. (Measured quarterly) 90% quarterly, but we put a max of 3% at 2. Abandonment Rate: 95% of all telephone calls in queue will connect to a customer service representative. (Measured quarterly) 95% quarterly, but we put a max of 3% at 3. Positive Response Rate: Obtain a positive response rate of 80% or above on annual Member satisfaction survey of enrolled members. 80% satisfied or very satisfied, but we put a max of 3% at

4 Group Prepaid Legal Insurance Services Guarantees Matrix Page 4 of 6 4. Measure Open Enrollment Meetings: COUNTY will schedule open enrollment benefit information sessions at various locations and times. COUNTY will provide Vendor with a complete list of locations and time at least two (2) weeks prior to the commencement of the first enrollment briefing. COUNTY requires that at a minimum one (1) representative participate in every information session requested by COUNTY to explain benefits and plan information. Representative must have excellent knowledge of the COUNTY s Group Prepaid Legal Insurance benefits and plan information., but we put a max of 3% at

5 Group Prepaid Legal Insurance Services Guarantees Matrix Page 5 of 6 Measure 5. Financial Fairs: COUNTY will schedule financial fairs at various locations and times. COUNTY will provide Vendor with a complete list of locations and time at least two (2) weeks prior to the commencement of the first enrollment briefing. COUNTY requires that at a minimum one (1) representative participate in every information session requested by COUNTY to explain benefits and plan information. Representative must have excellent knowledge of the COUNTY s Group Prepaid Legal Insurance benefits and plan information. Providing valuable legal and financial education resources can help your employees be better prepared and make informed decisions. Your Hyatt Legal Plan includes access to PlanSmartâs Retirewise program, an award winning, no cost, on-site workshop series that offers comprehensive retirement and financial education., but we put a max of 3% at Account Management: 6. Reporting: Provide quarterly and annual reports within forty-five (45) days after the end of the reporting period. (Measured quarterly).50% of quarterly quarterly, but we put a max of 3% at

6 Group Prepaid Legal Insurance Services Guarantees Matrix Page 6 of Measure Service Meetings: Semi-annual meetings will be prescheduled to review plan performance and service delivery. (Measured ) Renewal Notification: Renewal notice will be provided to Policyholder 270 days before rate guarantee expiration date. Plan analysis and current experience reports will accompany renewal, providing explanation of proposed rate action. (Measured beginning 4th year of contract) premium, paid, but we put a max of 3% at, but we put a max of 3% at 9. Client Annual Satisfaction: Benefits staff will be satisfied that the service delivered by the Account Management Team qualifies as a solid performance that generally meets requirements (3.0) or higher as defined in the survey defined below. (Measured ) Based on average Score: = = ½ = ¾ 1.9 & below = all of category penalty., but we put a max of 3% at HAVE YOU ANSWERED EVERY QUESTION?