Year 2002 Annual Reporting Requirements for Massachusetts Health Plans
*information based on 2001 statistics

Insurance Provider                                                   Sources of Independent Studies
 Regarding satisfaction and quality of services
AETNA Life Insurance Company               URAC's Directory of Accredited Organizations & Resource Guide
Medical

Dental

AETNA U.S. Healthcare, Inc.                                               NCQUA / HEDIS CAHPS 2.0H
Altus Dental Insurance Company                                          The Link Agency (March 2002)

Ameritas Life Insurance Corporation                Study by outside research firm every 3 years.  Next in 2003.

Reliance Standard Life Insurance Company                                                      None
Baystate Health Systems (PPA)                                                                None

Blue Cross & Blue Shield of Massachusetts                                                     NCQA
A.M. Best Health Care
Industry Consultants:  Watson Wyatt Worldwide
William M. Mercer, Hewitt Associates, and Towers-Perrin

Blue Cross & Blue Shield of Rhode Island                                                     CAHPS

CIGNA Health Care of Massachusetts                   HEDIS/CAHPS 2.0H Member Satisfaction Survey, 2002

Conn. General Life Ins. (PPO, DPP, DPPO)                   Gallup Organization performs satisfaction surveys

Columbian Life Ins. Company                                                                 None
ConnectiCare, Inc. & Associates                                          JD Power and Associates, 2001
RAND Corporation, Health Plan Performance Reports for 2002
NCQA HEDIS 2002 CAHPS 2.0H
Corvell (PPA for OHU-Compcare)                                                               None

Massachusetts Department of Public Health                              Office of Patient Protection

Year 2002 Annual Reporting Requirements for Massachusetts Health Plans
*information based on 2001 statistics

Insurance Provider                                                   Sources of Published Info.
 Re: satisfaction and quality of services
Delta Dental Plan of Massachusetts                                                        None

Fallon Community Health Plan                        New England HEDIS Coalition (www.nehedis.org)
Fallon Health & Life Assurance Com.                   New England HEDIS Coalition (www.nehedis.org)
Fortis Insurance Company                                                               None

Fortis Benefits Insurance Co.                                                             None

John Alden Life Insurance Co.                                                            None

GE Group Life Insurance Company                                                        None
(Medical)

(Dental)                                                                               None

Great West Life & Annuity Insurance Company                                              None

One Health Plan of Massachusetts, Inc.                                                    None

New England Life Insurance Company                     Their own 6 question customer service survey

Metropolitan Life Insurance Company                                             Same as above

Guardian                                      Managed care comparison Published by North Carolina
and Connecticut Insurance Departments

Massachusetts Department of Public Health                              Office of Patient Protection

Year 2002 Annual Reporting Requirements for Massachusetts Health Plans
*information based on 2001 statistics

Insurance Provider                                                           Sources of Published Info.
 Re: satisfaction and quality of services
Harvard Pilgrim Health Care, Inc.                                                                CAHPS
HEDIS
NCQA (www.ncqu.org for results)
Pilgrim Health Care, Inc.
First Return Insurance, Inc.
Harvard Pilgrim Insurance Company                                                      Same as above
Harvard Pilgrim Health Care of New
England                                                                              Same as above
Health New England                                                                HEDIS CAHPS 2.0H

Managed Comp (PPA)                       Will use NCQA guidelines to assess satisfaction and quality of service

MEGA Life & Health Insurance Company                                Reviewed and Rated by: A.M. Best and
Fitch (previously Duff&Phelps)

Mid-West National Life Insurance                                                         Same as above
Company of Tennessee
Chesapeake Life Insurance Company                                   Reviewed and Rated by: A.M. Best and
Fitch (previously Duff&Phelps)

Metropolitan Life Insurance Company                                                              None
(Dental)

Neighborhood Health Plan                                                                 CAHPS 2.0H
HEDIS

Pioneer Health Network- The PPO                                              Currently performing CAHPS

Combined Insurance Company of America                                                         None
Principal Life Insurance Company (Dental)                                                          None

ReliaStar Life Insurance Company                                                                 None
(Superior Vision Plan)

Massachusetts Department of Public Health                              Office of Patient Protection

Year 2002 Annual Reporting Requirements for Massachusetts Health Plans
*information based on 2001 statistics

Insurance Provider                                                           Sources of Published Info.
 Re: satisfaction and quality of services
Trustmark Insurance Company                                                                   None

Tufts Associated                                          CareData (a division of J.D. Power and Associates)
Health Maintenance Organization                                                                NCQA
Consumer Reports (August 1999)
UniCare                                                          Marylander Marketing Research (for GIC)
Directions Research (for non-GIC)
A Comparison of MC Organizations in Conn. (by Insurance Dept.of Conn)
United Healthcare Insurance Company
United Healthcare of New England Inc.                                                 NCQA HEDIS 2001

Vision Services Plan Insurance Com.                                                              None

Massachusetts Department of Public Health                              Office of Patient Protection