Annual Activity Report 2008

9/24/2009

The Relatório Anual de Actividades which allows the most relevant facts to be established for the management of the portfolio of its Institutional Clients.

By way of this Activity report relating to the year in question, we have sought to present in concise fashion, but simultaneously complete and serving as examples, an overview of the activities carried out during the course of the year by AdvanceCare, highlighting the most relevant facts in portfolio management of each of its Institutional Clients.

This report considers various items, including:

Market Share

• Evolution and orientation of the AdvanceCare portfolio vis-à-vis the main players;
  Positioning of the Insurer vis-à-vis the total portfolio managed by AdvanceCare;

Activity Data 2008

• Analysis of the performance of the various Managerial Departments/Departments as regards the evolution of competences and their work volume.

Performance Indicators

• General comments about performance indicators for the year of 2008 which allows the monitoring of service levels;
• Management Data
• Financial impact of pre-authorisations on the portfolio of the Insurer as regards the codes of surgical acts/days of hospitalisation/surgical teams;
• Surveys which seek to ascertain the quality of the service provided and which serve as progress filters such as:
  • Satisfaction Survey for Insured Parties;
  • Satisfaction Surveys for Institutional Clients;
  • Satisfaction Survey for Providers.

Products and Services
Products and services that AdvanceCare designs and makes available to its Institutional Clients, with a view to ongoing improvement, to wit:

• Well-being Network;
• Senior Product;
• HNA Network – Spain;
• Premium Centre Network in Spain;
• US ACCESS Network;
• Web Functionalities – Insurer Reserved Area;
• Client Portal;
• Sending of SMS's (Short Message System);
• Network excess.