Dear colleague Many of you were kind enough to complete our “Second Opinion” survey last year where we asked for your opinion on our service to and engagement with you.  As a Trustee of the Medical Scheme your input and guidance are crucial. Based on both the quantity and quality of the response we receive from yourself as well as our members and administrators we have decided to run this survey as an annual measurement tool. This input enables us to address queries and needs as well as track our performance in terms of service. It also helps us understand concerns with regard to the broader environment with regard to medical aid cover. I am also pleased to advise you that your input to the survey played a vital role in the SABC Medical Scheme being named the winner of a GOLD Stevie® Award in the Communications or PR Campaign/Program of the Year - Communications Research category. It is noteworthy that only the top entrant in a category is awarded Gold. The International Business Awards are the world’s premier business awards program. All individuals and organizations worldwide – public and private, for-profit and non-profit, large and small - are eligible to submit nominations. The 2024 IBAs received entries from organizations in 62 nations and territories. 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

1. Demographic variables 1.1 How long have you been a trustee of the SABC Medical Scheme?

0-2 years 3-5 years 6-10 years Longer than this

1.2 As trustee is your involvement:

From the employer Member-elected

Other (please specify):

2. Trustee induction processes 2.1 Please rate the induction process you experienced when appointed as a Trustee of the SABC Medical Scheme on the following variables:

Excellent Good Average Poor Not applicable Content (relevant to your needs) Process (How the induction was delivered) Overall experience

Is there any way we could have improved this induction process to better equip you as a Trustee?

3. Trustee knowledge and development 3.1 Please could you rate your knowledge and understanding of the following processes we employ as a Management Board. Please respond to each item.

Considerable Somewhat Not at all Fiduciary responsibilities Business ethics and conflict of interest Regulatory and legislative requirements Medical Scheme funding Communication roles and responsibilities Asset allocation Investment principles Actuarial principles and funding policies Financial reporting, controls and auditing Benefits administration Disability Vendor selection processes Administration processes Local and international best practices in the industry

4. Trustee Information and Development Platforms 4.1 In your opinion which delivery platforms would be effective in equipping our Trustees with the skills and knowledge they need to govern the SABC Medical Scheme?

Always Often Sometimes Never Induction processes Peer group appraisal Peer group mentoring Industry conferences and seminars A medium for regular briefing on industry and regulatory developments An electronic knowledge base/library A modular training/development programme delivered electronically Tools for skills assessment and personal development planning (self) Access to training and industry bodies in terms of short courses and conferences A list of accredited training providers

Please tell us of any other delivery platforms you believe could be effective.

5. Specific content and knowledge 5.1 Which modules/content do you think should be included in any Trustee development and support process?

Always Often Sometimes Never Occupational responsibilities and role as a trustee Appointment and management of service providers Monitoring and reviewing the performance of Scheme assets Compliance with regulatory and fiduciary requirements Medical Scheme legislation and regulation Principles of oversight and governance Scheme rules and policies Reading and interpreting financial statements Budgeting Specific Medical Scheme benefits Risk management processes Member dispute and conflict resolution Stakeholder relations and reputation management Interpersonal and stakeholder communication

What other content would you like to see when sourcing or developing trustee knowledge and skilling programmes?

6. Service variables 6.1 Please rate the Administrators of our Medical Scheme (Medscheme) on the following key elements of stakeholder service as experienced by yourself as a Trustee. Please respond to each item.

Strongly agree Agree Unsure Disagree Strongly disagree Personnel are always accessible when you have a query Personnel are responsive to your requests for information and service The staff and management are technically and professionally competent Your confidence and trust levels in management and personnel are high The Administrators is structured in such a way as to provide optimum service to all stakeholders Queries to are dealt with quickly and accurately

Do you have any suggestions on how we can improve service to yourself as a Trustee of the SABC Medical Scheme?

7. Communication 7.1 How would you rate our communication with yourself as a Trustee of the SABC Medical Scheme? Please respond to each item.

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

As a trustee do you have any specific communication or information needs that would assist you in performing your role?

7.2 Please rate the value of the existing 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 Member portal Trustee training programmes The Medical Scheme newsletter Benefit statements Call centre Client liaison consultants

Other (Please specify)

7.3 The Member Brochure The 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

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

7.4 With specific references to social media, which do you think would be the most useful 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?

8. Reputational indices 8.1. 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

Is there anything else we should do to facilitate your role as a trustee of the SABC Medical Scheme?