December 22, 2002

Dear Atlantis member or friend:

Thank you for visiting our Website.

As we look toward the new year, we see tremendous progress toward our goal of having both our members and our providers value their relationships with us.

We particularly see vast improvements in our customer service. In one recent representative week, the average wait time for a representative to handle a member's problem was under 3 minutes, down from 17 minutes six months ago. Only 6% of callers did not wait for a representative, down from almost 50% six months ago. The better response rate is a result of additional staff, better staff training, and better systems that we have implemented.

Our providers have also seen a dramatic improvement. All claims properly submitted this month are being paid within 30 days, and the backlog of unpaid claims is down to the hardcore cases that require more information to settle. In all, we have reduced the backlog by more than 100,000 claims.

If you would like to email me, I may be reached at [email protected].

Sincerely,

Sidney Meyer

Chief Operating Officer