Memo No.

1: New senior manager Core letter components Managers name, title, responsibilities and reporting relationship If needed, explanation of associated management or organizational changes Managers background and special skills/experience Start date, work location, contact information for manager and assistant Welcome to Ovations Instructions for cascading the message, if needed Sample Memos for Internal Messages To: Ovations Management Team Date: June 3, 2003

Subject: Welcoming John Smith

I am pleased to announce that John Smith has agreed to join the Ovations Management Team as a senior vice president reporting to me. John joins us as we explore additional strategies relating to our Evercare business, including end-of-life care and the comprehensive health services that are needed to assist terminally ill individuals and their families.

We are very fortunate to have Johns leadership as we expand our scope for growth. John has demonstrated strong leadership in creating and implementing business strategies, medical practice management and new business development. He has been with UnitedHealthcare for four years, where he was responsible for developing and enhancing new provider networks within UHN. Prior to joining UnitedHealthcare, John worked in Colorado and Tennessee with publicly traded and faith based growthoriented health services companies.

As senior vice president, John will collaborate closely with all of our Ovations businesses as we develop services offering excellent clinical, spiritual and social support to terminally ill individuals and their families. John will transition from UHN to Ovations beginning April 14 and work from our Minnetonka headquarters. I will forward the contact information for John and his assistant as soon as it is available. Please join me in welcoming John in this new endeavor.

Please share this announcement with your employees immediately.

Memo No. 2: Management change (promotion) Core letter components Managers name, title, responsibilities and reporting relationship If needed, explanation of associated management or organizational changes Managers background and special skills/experience Effective date, work location, contact information for manager and assistant Congratulations on this accomplishment Instructions for cascading the message, if needed

To Date:

All Ovations Employees May 20, 2003

Subject: Congratulations to Mary Brown

Im pleased to announce that Mary Brown has agreed to lead the Ovations Human Capital organization, effective May 26, in addition to her current responsibilities. Mary has been a valued part of our leadership team for the past two years, serving as Ovations general counsel and more recently working with our Compliance and Communications organizations. In addition, her work with the Communications Task Force has been successful in identifying ways to improve areas addressed in our recent employee survey.

Mary is very knowledgeable about all Ovations businesses and has also had experience with Human Capital management during her career prior to joining Ovations. In order to create additional capacity for the Human Capital role, Mary will be expanding the legal team.

Mary will continue to report to me and work from our Minnetonka headquarters. If you have questions about the Human Capital organization, feel free to contact Mary at [phone] or [email] or contact her assistant, [name], at [phone] or [email].

Marys strong core values and leadership skills will definitely ensure success in these important areas. Please join me in congratulating Mary and forward this message to your employees.

Memo No. 3: Staff change (promotion) Core letter components Employees name, title, responsibilities and reporting relationship If needed, explanation of associated management or organizational changes Employees background and special skills/experience Effective date, work location, contact information Congratulations on this accomplishment Instructions for cascading the message, if needed

To: cc: Date: Subject:

Ovations Minneapolis Managers Administrative Assistants June 3, 2003 Congratulations to Mary Brown

As Ovations continues to grow in size and complexity, there is a need for more formal coordination of the fifth floor administrative staff and Ovations-wide projects. To this end, I am pleased to announce that, effective immediately, Mary Brown has been promoted to office manager. In her new role, Mary will: 1. Directly supervise the fifth floor administrative staff. Currently, Mary is involved in assisting in the selection and evaluation of fifth floor administrative staff, balancing workload and coordinating schedules. While administrative staff will continue to retain a strong relationship with the executives they support, this new arrangement will enable Ovations to more easily realign administrative support assignments as business needs change. Over the last year and a half, Mary and the administrative staff have developed into a strong team; I applaud them for this. I am confident that Marys direct supervision of the administrative staff will further build this team as well as enable Mary to support the development needs and interests of the administrative staff. 2. Work with senior leaders on projects that span Ovations business lines or require cross-functional coordination and response. Initially this will include the Department of Defense TriCare Proposal and other projects related to new or expanded business opportunities. To assist Mary in this broader responsibility, an additional administrative assistant will be named to provide my principal support. Mary will remain involved in prioritizing key issues that require my attention and consulting with our leadership on how to best address these needs. Mary will continue to work from her current office and can be reached at [phone] or [email]. During her two and a half years with Ovations, Mary has demonstrated an unwavering work ethic, sound judgment, enormous flexibility and, above all, outstanding performance. Please join me in congratulating Mary on her expanded responsibility and forward this message to your employees.

Memo No. 4: Staff change (departure) Core letter components Employees name and functional group Explanation of associated management or organizational changes Effective date Thanks and best wishes Instructions for cascading the message, if needed

To: Date: Subject:

Evercare and Senior and Retiree Services Leadership June 3, 2003 Career news for Mary Brown

I am sorry to announce that Mary Brown has accepted a position with [company] and will leave UnitedHealth Group as of [date]. Mary has been with Ovations for six years and most recently led the Performance Improvement and Grievance and Appeals services for Evercare, Senior and Retiree Services and AmeriChoice. Throughout her career, she has been a significant contributor to our success. Among her accomplishments are the successful consolidation of the Grievance and Appeals unit, regionalizing and integrating the quality, administrative and clinical components of operations into the SRS Quality Improvement structure, and the leadership of Evercares Medical Expense Reduction initiative. Although Marys official last day is

Tuesday, she has agreed to support the upcoming CMS Site Review the week of June 23, representing the Quality component for both SRS and Evercare. As we evaluate our current structure, we have decided not to replace Marys position at this time and instead will realign the Performance Improvement team across Evercare, Senior and Retiree Services and Ovations Operations as follows. The Grievance and Appeals unit led by [name] will now report to Ovations Operations and will continue to support SRS and Evercare. The Quality Improvement team will continue to support both Evercare and SRS and will report to [name]. The Performance Reporting and Analytics team led by [name] will continue to support SRS and Evercare and will report to [name], Evercare chief administrative officer. [name] will join Evercares Program Management team, reporting to [name]. Evercare Administration will continue to support the AmeriChoice ASO business as it transitions to AmeriChoice over the next several months. 4

This new functional alignment builds on the organization that Mary developed and will help to strengthen the relationships across Ovations Operations, Senior and Retiree Services and Evercare.

Memo No. 5: Business strategy change Core letter components Announce the change Explain the rationale Outline any associated organizational or staff changes Provide resources for additional information or questions Instructions for cascading the message, if needed

To: Date:

Ovations AARP Division Employees June 3, 2003

Subject: Name Change for AARP Division of Ovations

Effective immediately, the AARP Divisions of Ovations are adopting new internal names. The three divisions will be known collectively as Ovations Partner Solutions, and each division name is changing as follows.

The AARP Insurance Division will be called Insurance Solutions. AARP Pharmacy Services will change its name to Pharmacy Solutions. Our catalog business will become Consumer Health Products.

Were making this change because, at times, the placement of AARP in our division names has caused confusion for external audiences. This change will clarify to regulators, policymakers and other businesses that we are part of Ovations and, while we serve AARP members, we do not work directly for ASI or AARP.

The name change also strengthens our ties to Ovations and helps support the Ovations brand. As Ovations embarks on enterprise-wide initiatives to accelerate growth, we will continue to be a critical part and vital source for that success.

To ensure continuity and avoid any concern, we will still use our AARP marketing names with AARP member and customers, including AARP Pharmacy Services and AARP Health Care Options.

Please begin using the new names immediately for internal and corporate communication. More details will follow as we develop a new layout for business cards and letterhead using the Ovations logo. If you have any questions, please feel free to contact [name] at [phone] or [email]. 6