Dear SABC Medical Scheme Member Many of you were kind enough to complete our “Second Opinion” survey over the past 2 years where we asked for your opinion on our service to and engagement with you. Using the results of those surveys, the SABC Medical Scheme became the first Medical Scheme ever in South Africa to firstly be awarded a bronze medal in 2023 and a GOLD trophy in 2024 for Research, at the International Business Awards – known as the Stevie Awards. Based on both the quantity and quality of the response we receive from you, our valued members, we have decided to run this survey as an annual measurement tool. Your input enables us to address your queries and needs as well as track our performance in terms of engagement with and service to you. It also helps us understand your concerns with regard to the broader environment with regard to medical aid cover. Please take a few moments of your time to complete this online survey. Results of the survey are being analysed by our external research partners and you will not be identified by name. Anonymity and confidentiality are assured. Thank you for keeping up the conversation. Anthony Williams Chief Executive Officer

Section One: Demographic variables 1.1 Are you...

Male Female Prefer not to answer

1.2 Please tell us your age group

18-25 26-35 36-45 46-55 Older than this

1.3 Where do you live?

Gauteng Kwazulu/Natal Mpumalanga Eastern Cape Free State Western Cape North West Limpopo Northern Cape Other (please specify)

1.4 Are you?

Employed A pensioner

1.5 Please tell us your income group

Under R10 000 per month Between R11 000 and R 20 000 per month Between R21 000 and R 30 000 per month Overt R30 000 per month

1.6 How long have you been a Member of the SABC Medical Scheme?

0-5 Years 6-10 Years 11-15 Years Longer than this

Section Two: Engagement Processes 2.1. Please rate the value of the SABC Medical Scheme information and communication channels. Please respond to each item.

Very valuable Valuable Unaware of this Somewhat valuable Not valuable The Member Brochure Member induction Personal e-mails The Medical Scheme website The member portal Monthly member statements Call centre Client liaison officers Trustee training programmes The Medical Scheme newsletter Other (Please specify

Other (Please specify)

2.2 Which of the following items/topics are important to you as a member?

Very valuable Valuable Unaware of this Somewhat valuable Not valuable Specific benefits Changes to benefits Claims procedures Payment Processes Management of the Scheme Administration of the Scheme Other (please specify)

Other (please specify)

2.3 How would rate SABC Medical Scheme communication with its stakeholders?.

Always Often Sometimes Never Timeous/on time Relevant to stakeholder needs Understandable Accessible Regular

Is there anything you would like to tell us with regard to communication and information about the Medical Scheme with yourself as a valued member?

2.4 The  Member Brochure The new Member Brochure is one of the most important mediums we use in explaining our benefits and procedures to our valued membership base. Please give us your opinion on this medium.

Strongly agree Agree Unsure Disagree Strongly disagree Explains all our benefits well Outlines claims procedures in detail Includes all exclusions Is understandable Uses plain English not jargon Is legible Is well designed Covers most of your queries

Is there anything we could do to improve the  Member Brochure?

2.5 With specific references to social media, which do you think would be the most useful in communicating about the SABC Medical Scheme and its processes in the future? Please rate the value of each.

Very Valuable Valuable Of no value Uncertain SMS's Zoom meetings Our website Facebook and other social media

Do you have any further suggestions on how we can improve Medical Scheme engagement with all stakeholders.

Section 3: Member service 3.1 Have you ever made contact with the administrators (Medscheme)?

In the past 6 months In the past year In the past 2 years Longer that 2 years ago Never

3.2 If you have had a need to contact the administrators (Medscheme) how would you rate their service? Please respond to each item.

Excellent Good Average Poor Medical Scheme personnel are accessible when you have a query Medical Scheme personnel are responsive to your requests for information and service The staff and management are knowledgeable and competent As a result of contact with personnel you have confidence in Medscheme staff It is easy to find the right person to help you Queries are dealt with quickly and accurately

3.3 Please rate the performance of the SABC Medical Scheme on the following reputational variables: Please respond to each item.

Excellent Good Average Poor Very poor The expertise of Medical Scheme administrators The financial performance of the Medical Scheme Medical Scheme governance structures Management of the Scheme and its assets Member benefits Compliance and ethics Credibility within the Medical Aid environment Contribution to society

4. Which of the following factors are of concern to you?

Yes Maybe No Not sure Any possible ongoing impacts of Covid 19 or similar pandemics Any possible future legislation for Medical Aid Schemes The proposed National Health System

Which other factors with regard to your medical aid cover are of concern to you?

5. Is there anything you would like to add that would help us improve our engagement with and service to you?

Please leave your name and telephone number if you wish to be entered into a draw for a WOOLWORTHS GIFT CARD.