Dear Associate, We would like to welcome you to Mutua Sicura, Mutual Aid Society. We remind you that Mutua Sicura promotes the protection of health through targeted prevention and well-being services. Our Customer Care Service will always be at your disposal, to provide you with any necessary information and assistance, but also to respond to any reports or suggestions. In order to allow you to take full advantage of the membership benefits, we provide the OPERATIONAL GUIDE, within which you will find the necessary references for: Receive useful information relating to associative life View the documentation made available Access the health services to which you are entitled Take advantage of reserved “utilities” Contact the dedicated Health Centre Contact Mutua Sicura and send us reports We once again give you our heartfelt Welcome to Mutua Sicura.

MutuaSicuraprovides its Members with aReserved Areacontaining all useful documentation relating to Association Life, as well as numerous functions for accessing the Mutua and Central Health Services. The Reserved Area is available on the Home Page of our website www.mutuasicura.it Click on the Reserved Area box Access for users who have signed up online If you have signed up for a health plan with Mutua Sicura online, your reserved area is already ready and the access credentials are those you chose during registration. If you have forgotten your password you can recover it by clicking on “Reserved Area” and on the “Forgotten Password?” link indicating the email address you used during registration. If you have forgotten your email or are experiencing other difficulties, contact us at info@mutuasicura.it. Access for offline subscribers If you have signed up for a health plan with Mutua Sicura online, you must wait for the registration confirmation email from our secretariat which you will receive on the email address you indicated during the subscription phase. After receiving the email you will be able to log in by following the steps below: Go to www.mutuasicura.it and click on “Reserved Area”. Click on “Forgot your password?” and enter the email address on which you received the previous communication. Choose your login password. Reserved area functionality Through the reserved area you can: View your data, contact details and IBAN for crediting refunds. View and edit the members of your family unit. N.B. It is not necessary to complete this section if you have signed up for health plans that cover only one person. The list of installments paid and still to be paid with relative deadlines. View your membership card to take advantage of the advantages reserved for Mutua Sicura members or the discounts reserved in all health centers in the Health Point network. View the starting and expiry dates, documents and regulations of your health plan. View the discount codes and other advantages you have obtained by subscribing to a plan with Mutua Sicura. View the communications you receive from Mutua Sicura. Contact Mutua Sicura. Access the Health Center from which you can submit reimbursement and collection procedures.

Mutua Sicura is always at your side to provide you with support and give you information relating to Association Life. We inform you that, for any need, in particular for requests or information relating to membership and administrative position, you can always contact our secretariat by email at info@mutuasicura.it.

This section contains the main information for correctly accessing healthcare services provided directly and indirectly. Access to services and the management of related reimbursements, as well as the Telephone Assistance Service, are provided by the HEALTH ASSISTANCE Health Centre, which operates as Service Provider of Mutua Sicura. For this reason, during acceptance at the affiliated facilities you are asked to always refer to the Health Assistance company. Mutua Sicura provides a Reserved Area from which it will be possible to access the platform. Below is some preliminary information for the provision of the services provided by your Health Benefit: How to contact the Health Centre The Health Center is the office dedicated to managing requests for reimbursement of expenses and requests for authorization for the direct form and is managed by operators with many years of experience in the sector. The Center has the task of providing all useful information and support to the Patients for accessing services. The Health Center can be contacted: By calling the toll-free number 800 511 311. The number is active from Monday to Friday from 8.30am to 5.30pm and on Saturday from 8.30am to 12.30pm; By sending a fax to the number 06 77607611 By filling out the Online Form available within the Online Health Claim in the Reserved Area (accessing from the Home Page of the Reserved Area, in the section click on “Access the Centre” / Request Information). What is Health Claim On line Requests for reimbursement or direct care are submitted by accessing the online functionality made available by the Health Centre. Patients will be able to access this functionality from their Reserved Area, from the institutional website www.mutuasicura.it, by clicking on the “Log in to the Center” box. The Web Information System, called Health Claim Online, allows Members to: Carry out online refund requests (indirect form) and take charge requests (PIC), directly uploading all the necessary documentation; Forward the medical and expense documentation requested for “integration” and necessary for the purposes of defining reimbursement requests already forwarded incompletely (in the case of practices in a “suspended” state); Check the processing status of requests forwarded both indirectly and directly (PIC acceptance requests); View all the documentation submitted and the justification notes for any suspended/rejected refunds and download the related communications; Check the reimbursed expenses, the non-reimbursable expenses (with explanatory note), the expenses remaining borne (according to the chosen Subsidy) with an indication of the invoices to which the reimbursements refer; Generate/download/print the summary “Settlement Statement” (selecting by year of competence and for the entire family unit or for the individual Patient), containing the analytical detail of all the expense invoices presented (with indication of number and dates invoices, requested amounts, refunded amounts, amounts remaining dependent on the Subsidy, non-refundable amounts, amounts already credited, etc.), also useful for tax return purposes; Send a communication to the Health Center (e.g. to request more detailed information on your practice, report a facility, receive clarifications on your subsidy, etc.). To find out in detail all the functions of the Health Claim Online, the Health Claim Online Operational Manual is available to the Patient in the Reserved Area. What is the “Direct Form” The “Direct Form” is access to healthcare services at facilities that are part of the Health Center Network, subject to authorization being issued by the Center itself; in this case, the Patient will not have to pay any amount in advance (with the exception of the expenses he/she may have to pay if foreseen by the chosen Health Subsidy). What is the “Indirect Form” The “Indirect Form” is access to healthcare services at affiliated or non-affiliated facilities and carried out by the patient without prior authorization from the Health Centre; in this case, the Patient will have to pay for the services to the Health Facility and subsequently request reimbursement from the Health Centre. What are Expense Quotas? The “Cost of Expenses Paid” are those expenditure amounts relating to healthcare services which, in any case, remain the responsibility of the Patient; the reimbursement of expenses, therefore, will be carried out by the Health Centre, net of these amounts. The expenditure quotas are normally indicated as a percentage or as a fixed quota; they are expressly indicated in the specific guarantees provided by your Health Benefit and may vary if the service is provided by an Affiliated Health Facility or by a non-Participated Facility. What is meant by Ceiling The “Ceiling” is the maximum overall sum within which the Mutua will bear the costs of the services provided by its Health Subsidy. This amount is reported in the specific guarantees, and refers to the set of services that refer to the guarantee (e.g. maximum for hospitalizations, maximum for high diagnostic services, etc.). The maximum amount is normally intended as a total for all members of the assisted family unit, and does not vary based on the number of family members (unless otherwise indicated in the specific guarantees). What are Deficiencies (expectation terms) The deficiency is a period of waiting, starting from the date of activation of the Health Subsidy, which underlies the operation of the guarantee (for example, some Health Coverages provide that the guarantee relating to childbirth operates starting from the 270th day of activation of the Subsidy same). In case of doubts, you can request preventive information from the Health Centre. What are Precedents By “Previous” we mean all pathologies or consequences of pathological states due to illnesses or injuries that have already occurred/known, diagnosed or treated before the date of joining the Health Benefit. Some Subsidies expressly provide for the exclusion of “Previous” health benefits from coverage, for which the related and consequent healthcare services are considered non-reimbursable/compensatable. We always invite you to check the definitions available to you in the introduction to the Health Benefit regulation. In cases of doubt, you can always request preventive information from the Health Center on the toll-free number 800 511 311. How to present your practices To send your applications you need to access the Central functions and upload your requests. Alternatively, if you do not have internet access or the ability to scan the necessary documentation, requests for reimbursement or direct care can still be sent to the Health Centre: by ordinary mail to: Centrale Salute Health Assistance, Via di Santa Cornelia n. 9 – CAP 00060 FORMELLO (RM) by fax, to the number 06 77607611

The direct form, as already mentioned, allows the Patient not to anticipate the costs of the services, choosing an affiliated healthcare facility and asking the Health Center for prior authorization. To activate the direct access to services mode, the Patient will have to follow a few simple activities which we report below. Choose the Healthcare Facility First of all, it is important to check that the chosen healthcare facility, as well as the medical-surgical team (and/or the other specialists involved) have an agreement with the Health Centre. Access to the direct form, in fact, is only possible through affiliated healthcare facilities. The Patient can carry out this check by consulting the List of Affiliated Facilities, available in their Reserved Area, on the website www.mutuasicura.it (in the “Access to the Centre” / “Facility” section). Attention: in the case of surgical operations and/or hospitalizations, it is always advisable to contact the Health Center (or the chosen healthcare facility) to verify that the medical-surgical team has also signed up to the agreement. Within the Section dedicated to Affiliated Centres, it will be possible to search for the Facility by clicking on the Region of interest and choosing the type of facility to search for (e.g. Nursing Home, Physiotherapy Centre, Dental Practice, etc.). At this point it will be possible to view the list of Structures in line with the search parameters entered. Book the Healthcare Facility after verifying the presence of the Healthcare Facility in the Network, the Patient will have to directly book their service at the Healthcare Facility; Request authorization from the Health Centre at this point it will be possible to request the Authorization to Take Charge (PIC) directly: Via fax at 06 77607611 2. By ordinary mail to the address: Centrale Salute HEALTH ASSISTANCE, Via di Santa Cornelia n. 9 – CAP 00060 FORMELLO (RM) By uploading the request directly to the Health Claim On Line portal (this procedure is recommended as it significantly reduces the time needed to define the procedures) To request authorization to take charge directly via Health Claim Online, it will be sufficient: enter your Reserved Area, in the “Access the Health Center” section, by clicking on “Take charge”; fill out the Form dedicated to Taking Charge; attach a photocopy of the medical documentation relating to the request (with the medical prescription indicating the diagnosis / diagnostic question, medical history form where applicable), by clicking on “Add Documents”. For specifications relating to the Health Claim On Line functionality, please refer to the Operational Manual (available in the Health Assistance Reserved Area). Attention! The request to take charge must be submitted to the Health Center at least 5 working days before the scheduled date for the service (for the purposes of calculating the useful days, Saturday is not considered a working day). Only in cases of proven urgency involving hospitalisation, which makes it impossible for the Patient to present his request within 5 working days before the service, he will still be able to request authorization directly, by sending the above documentation (directly or via the Healthcare Facility), within 5 days from the date of hospitalization, and in any case no later than the date of discharge from the Healthcare Facility itself. The documentation must also contain the certificate from the doctor or facility with the reasons for the emergency hospitalization. The authorization phase of the Health Centre once all the necessary documentation has been sent to the Health Centre, the latter, having carried out the necessary administrative checks, proceeds to evaluate the request received (e.g., verifies the correct activation of the coverage, analyzes whether the requested service is under guarantee and congruent with the diagnosis indicated, check the completeness of the documentation presented and the maximum capacity, etc.). Once the necessary checks have been carried out, the Health Center will proceed Authorize the request to take charge directly. In this case, it will communicate to the Patient (by sending an email communication) that the service has been authorized, indicating, where applicable, also the specifications relating to this authorization (e.g. maximum authorized amount, authorized service, etc. ). This authorization will be received within 48 working hours from the date scheduled for the service and only after complete documentation has been received for the purposes of assessing authorisation. At the same time, the Health Center will also authorize the chosen Healthcare Facility to provide the service with the direct payment service, indicating the amounts remaining to be paid by the Patient, in compliance with the provisions of the chosen Subsidy. Do not authorize the take charge request. The request for direct care may not be authorised, for example if the service is not provided for by your Health Plan, the maximum limit has been exhausted, it is inconsistent with the diagnosis indicated, sufficient medical documentation has not been provided to assess whether the case is covered or not. In this case, the Health Center will send the relevant communication to the Patient, via e-mail, indicating the reasons for the refusal; this communication will be received within 48 working hours. The service provision phase the Healthcare Facility, previously authorized by the Health Centre, will provide the service on the basis of what is indicated on the authorization form; will then ask the Insured to proceed with the payment exclusively of the amounts remaining to be paid by them, as provided for by the chosen Benefit (and indicated on the authorization form). The Patient must also take care to sign the authorization fax that the Health Center will have previously sent to the Healthcare Facility and which will be submitted to him by the Healthcare Facility itself. It will therefore be the responsibility of the Health Structure to send the medical and expense documentation relating to the service received to the Health Centre, in order to receive payment for the services and invoices. Please remember that the authorization constitutes a mere authorization to activate the service directly; in no case should the authorization be considered as a commitment and guarantee for the subsequent settlement which will take place only following further documentary evaluations and, therefore, only after the receipt of the complete documentation sent to Health Assistance by the Healthcare Structure, in compliance with the conditions of the Health Subsidy. We therefore invite you to read it before sending requests for acceptance (Pic).

The “Indirect Form”, as anticipated, is foreseen in cases in which the Patient has already benefited from the health/medical services, paying the related costs to the Health Structure, and requests reimbursement from the Health Centre. The indirect form is therefore foreseen in two cases: In all cases in which the Patient has chosen NOT to use one of the Affiliated Healthcare Facilities; In cases where the Member, despite having used an Affiliated Healthcare Facility, has not however chosen to access the direct form, but has decided to advance the cost of the services. To request indirect reimbursement of services, the Patient must send all the documentation through the following channels: By fax to the number 06 77607611 By ordinary mail to the address: Via di Santa Cornelia 9 – 00060 Formello (RM) By uploading the request directly to the Health Claim On Line portal (this procedure is recommended as it significantly reduces the time needed to define the procedures). Submit your refund request The indirect reimbursement request must be submitted to the Health Centre. To request a refund on the Health Claim Online, it will be sufficient: Enter your Reserved Area, in the Access to the Control Unit section, then click on “New Request”; Fill out the form dedicated to inserting the refund request; Attach a photocopy of the medical and expense documentation (invoices) by clicking on “Add Documents”. For specifications relating to the functionality of Health Claim OnLine, please refer to the Operational Manual (available in the Reserved Area of Coopsalute). Below is the documentation to be uploaded for the correct presentation of the case: Medical documentation, indicating medical prescription / diagnosis / diagnostic question / certified copy of the medical record, with specific indication of the healthcare services performed. It is advisable to always consult the Health Insurance to check which other documents are necessary. Documentation of expenses incurred, i.e. duly receipted invoices/receipts. The Network Access Form – duly signed by the Healthcare Facility – only if the services have been provided by an Affiliated Healthcare Facility. Certificates/reports/anamnesis/clinical record from which the onset of symptoms/diagnosis of pathology clearly emerges. Any other document relating to the services performed; If necessary, the Health Center may request the integration of documentation aimed at correctly verifying the reimbursement or disbursement of the reimbursement/economic contribution. All the aforementioned documentation may be sent in copy and the Health Center may, if deemed appropriate, request the sending of the original documentation. Attenzione! If the indirect services have in any case been carried out at affiliated healthcare facilities, and in order to obtain the application of the preferential rates, the patient is in any case required to qualify, at the healthcare facility where the services will be provided, as of Associato Mutua Sicura. To this end, at the time of provision of the service, you must present the Network Access Form to the affiliated healthcare facility or to the professional. This Form must be specifically completed in its entirety and signed by the Healthcare Facility/Professional at the time of provision of the service and then be sent to the Health Centre, together with the Reimbursement Request Form and the necessary medical and expense documentation, as per indicated. If the request for reimbursement of expenses is not accompanied by the Network Access Form completed and signed by the Healthcare Structure and the latter has not applied the preferential rates in favor of the Member, he will have the right to request reimbursement from Mutua Sicura of the expenses incurred within the limit of the Rates agreed between Mutua Sicura and the Healthcare Structure. The additional expenses incurred due to the failure to apply the Price List – determined by the failure to activate the agreement by the Member – will therefore be considered to be borne by the Member himself. The original invoices and receipts incorrectly sent will not be returned to the Member after the case has been settled, unless the Member demonstrates that they have received an express written request from the competent financial authority. In this case, the originals of the aforementioned invoices will be returned after affixing the payment stamp indicating the refunded amount and the relevant date. The Evaluation and Definition Phase of the Health Centre Once all the necessary documentation has been sent to the Health Centre, the latter, having carried out the necessary administrative checks, proceeds to evaluate the request received. Once the necessary checks have been carried out, the Health Center will be able to: Define the Refund Request with the payment. In this case, the Health Center will communicate to the Patient (by sending an e-mail communication) that the requested reimbursement has been positively defined, reporting in the communication the specifics of the reimbursement that will be made (amount that will be reimbursed, any expense quotas however remained the responsibility of the member, reference invoices, etc.). It may happen that the refund request is only “partially” defined. This can happen, for example, in cases where not all the benefits are provided for by the Patient’s Health Benefit or due to lack of capacity of the residual maximum amount, etc. The specifications relating to your practice will however be included in the communication sent by the Health Centre. Suspend the refund request due to lack of documentation. If the documentation sent by the Patient is not sufficient to carry out a complete assessment, the Health Center will suspend the Request and send the Member a communication (by e-mail), asking to proceed with the integration of the missing documentation. The Patient will have 60 days to proceed with integrating the documentation, including online; after 60 days, the authorization request will in any case be archived as rejected. Reject the refund request. The refund request may not be refundable, if e.g. the service is not covered by your Health Benefit, or the maximum limit has been exhausted, etc. In this case, the Health Center will send the relevant communication to the Patient, with an e-mail, indicating the reasons for the refusal. NB: the Client is advised to check the status of his/her case within the Reserved Area. In fact, all information is present in real time and makes it easier to define the position. Payment for the practice In the event that your request for reimbursement has been positively defined, the Health Center will proceed with the payment of the same in favor of the Patient. The refund will be made by bank transfer, to the bank details indicated by the Insured who holds the coverage. Within a few days of finalizing the case, the Customer will receive a refund of the amount owed to them.

Submission of copy of documentation All medical and expense documentation relating to direct authorization requests and expense reimbursement requests must be presented in photocopy and not in original. If the original documentation is presented, it will be returned to the Patient only upon express request. Documents to upload online The Patient will not have to attach the Reimbursement Request Form or the Acceptance Authorization Form, but only the medical and expense documentation (in the case of reimbursement for services provided by an affiliated facility, remember to also attach the Reimbursement Form Indirect access to the Network signed by the Structure). Filling out the online form replaces the paper form. Authorization to process data Always remember to authorize the processing of your data by correctly signing the Refund and Acceptance Forms. Failure to issue the authorization prevents the Health Center from managing the Patient’s data and, therefore, from defining the request. Treatment cycles In the case of a treatment cycle that gives rise to different therapies / tests, it is always necessary to provide evidence to the Health Centre, at the time of requesting reimbursement, that the services fall within a single event. This will allow the Center to correctly apply the cost quotas borne by the Patient, as well as to evaluate the requests presented more correctly and quickly. Indication of the e-mail and telephone numbers and the IBAN of the Patient It is important to always update your email and telephone numbers, as well as your IBAN, within your Mutua Sicura Reserved Area. This will allow Mutua Sicura and the Health Center to be able to communicate easily with the Patient, and to be able to send him the necessary information by e-mail. Regulation of your Health Plan This Guide represents an operational tool aimed at facilitating the Patient in accessing services and benefits. It does not replace the specific Health Insurance Regulation, which instead specifies in detail the benefits and guarantees provided by its Coverage. It is therefore always necessary to carefully consult the Regulations of the Health Plan that the Patient benefits from.