AFSPA – Caring For Your Health Worldwide

1. Why did you select the FSBP as your health plan in the previous year? Please mark all that apply.

Premiums Benefits Programs Reputation

Other reasons

2. Has the Plan met your expectations? *

Yes No

3. If you submitted claims to us, do you believe that your claims were processed timely? *

Yes No

4. If you submitted claims to us, do you believe that your claims were processed as stated in the Brochure? *

Yes No

5. Have you called or emailed our office for assistance? If no, please skip to question #6 *

Yes No

a. If yes, what method did you use to contact us?

Call Email Both

b. What was the reason you contacted us?
Please check all that apply.

Benefit questions In-network provider questions Claim payment questions Pharmacy benefit questions Currency conversion questions Electronic Funds Transfer (EFT) questions Explanation of Benefits (EOB) questions

Other :

c. Did we fully answer your questions and
was our response clear?

Always Usually Sometimes Never

d. Did you find our Health Benefits
Officers professional and courteous?

Always Usually Sometimes Never

6. Have you visited our website or the Aetna Secure Member website? *

Yes No

If yes, which website did you visit?
Please check all that apply

www.AFSPA.org/FSBP Aetna Navigator Member Portal (https://secure.myafspa.org)

7. Did you find our web offerings easy to use? *

Always Usually Sometimes Never

8. (U.S. only) If you saw a doctor, did you try to locate one in the Plan's Provider Network?

Yes No

9. Which FSBP Benefit do you value the most?

Massage Therapy Wellness Incentives Pharmacy Benefits Telehealth Services Direct Billing Arrangements with Overseas Providers Livongo Diabetes and Hypertension Programs In Touch Care (ITC) Program Health Benefits Available Worldwide

Other:

10. Please select the area(s) in which you would like to see improvement (check all that apply) *

Other

11. Will you choose the FSBP as your health plan for next year? *

Yes No

If no, please note your reasons below:

12. How did you find out about the FSBP?

Friend/Colleague My agency's HR department Health fair OPM's website Brochure or other marketing material Social media Email communication

Other:

13. Do you have any additional comments to share with us regarding the services you've received?

14. Please note your name, preferred contact information and topic you would like to discuss, if you would like one of our HBOs to contact you