Velcro USA Inc. 95 Sundial Avenue Manchester, NH 03103 USA Tel: (+1) 603 669 4880 - A new benefits decision maker is hired, and brings in a broker they had from a their prior organization. 17. What is your method or process in place to gauge client satisfaction? With many of our clients we use our Vendor Scorecard to track the quality of service and administration of vendors, including EBS. We would solicit feedback on a quarterly or semi-annual basis. The results would be presented to vendor partners to ensure every issue is noticed - although if an issue comes up between, we’ll work as a liaison between the client and the vendor to find a resolution. This scorecard is not currently in place with Velcro. Velcro and EBS have the type of relationship where if there is an issue of any type it is addressed immediately to find a resolution. for our sample Vendor Scorecard. This can be deployed at any point. In Please see exhibit D addition, carriers/vendors will be present as needed during regular check-in meetings with Velcro. 18. What is your service philosophy? Our service philosophy is to provide more than just the routine day-to-day support expected from our clients. As benefit plans and administration have become more complex over the past several years, we see our role as being educators to our clients when we advise them on the latest products, trends, regulations, and solutions that can impact our customers’ experience. Over the years the Velcro team has firsthand experience of EBS’ boutique, non-standard approach to customer service. As an extension of the Benefits Team, EBS has been there to conduct employee meetings, search for and find new vendor partners (no one will forget implementing Cigna in record time), providing compliance guidance & filings, communication guides & one-off custom pieces, partnering with the wellness person, assisting with complicated member claim issues, changing out voluntary benefits carriers, aligning the stop loss and administration renewals, performing a dependent audit, providing benchmarking data, etc. The collaborative nature of the relationship is at the top of the EBS book of business. 19. If your firm is selected, how would you propose we transition our account? As the in-force broker we would not need to transition your account, however we would propose that we connect immediately to discuss how we can better support Velcro Companies. EXPERTISE 20. Describe your approach to supporting our programs throughout the plan year. If we remain your broker, we will continue providing the following program support: Benefit Plan Review | We would perform a full analysis of the current level of benefits including the current insurance company/vendor relationships, the level of benefits in place, the current funding method of the benefits and the historical changes that have occurred. After our review and conversations on the vision you have for your benefits, we can begin to look at any potential changes to your programs and the timing of those changes. Service Calendar | Once we have had a chance to discuss your benefit program with you and evaluate your current level of benefits, then we can put a plan in place for the coming year to identify action items and milestones. We will establish a regular monthly meeting schedule with you and identify other relevant meetings throughout the year based on areas of need identified as important to you. We feel having regular meetings is important so we can keep a running dialogue with you on your benefit programs, keep you up to date on any developments with your programs 12