Docstoc

Sending out an

Document Sample
Sending out an Powered By Docstoc
					                                                                                                           BENEFITS




   Sending out an



     S S
      By Anna Sharratt                Talk to any group insurer and they’ll tell you that 2004 was all about
                                      service: improved service, call-centre service and self-service. Talk to a plan
                                      sponsor and they’ll tell you a slightly different story—about wanting better ser-
             Despite its residual
                                      vice and about the need for more offerings in an industry that has spent a lot of
      consolidation challenges,
                                      time amalgamating.
   the group insurance industry          Last year was that kind of year—one of contradictions. On the one hand, some
  had a tall order in 2004: throw     insurers looked inwards, continuing to integrate and merge the operations of their
                                      newly-acquired partners. On the other hand, there was new focus on developing
   a lifeline to sponsors seeking     disability management solutions and a variety of new providers and new offerings
disability management solutions       entering the market. That duality has left sponsors both jaded yet hopeful.
                                         Blair Richards, chief executive officer for Halifax Port International Longshore-
  while providing a high level of
                                      man’s Association and Halifax Employers Association in Halifax, Nova Scotia,
service. Sponsors need help and       spent 2004 going through his third insurer transition—the result of yet another
  they’re not afraid to ask for it.
                                      merger—and feels his options have been reduced. “I’m optimistic on the one hand
                                      that we’ve basically seen all we’re going to in the consolidation game. But I’m
                                      unhappy for a second reason, which is I see a true decline in my options when it
                                      comes to going to market.”
                                         What Richards wants is an end to the consolidation game. But more importantly,
                                      like so many plan sponsors, he wants insurers to concentrate their energies on solv-
                                      ing his biggest obstacle: disability management. With mental health claims soaring
                                      and short–term (STD) and long-term disability (LTD) rates escalating dramatically,


  www.benefitscanada.com                                                                                      APRIL 2005     15
     he needs help keeping his employees on the job.                                             cult, employers are recognizing the benefits of keeping
        “The nature of claims has changed. We were having a                                      their staff members healthy. “It’s still a leap of faith—it’s
     tough enough time managing the broken legs—now we’re                                        hard to put concrete numbers in front of somebody and
     seeing a dramatic increase in the number of mental                                          say: ‘You’ll get this outcome,’” says Jacques Latour, Stan-
     claims,” he says.                                                                           dard Life’s vice-president, sales, group insurance in
                                                                                                 Montreal. “But intuitively, if you have a healthier work-
     DISABILITY FOCUS                                                                            force, if you train your managers to be better managers
        Plan sponsors have certainly woken up to the ugly reali-                                 so they don’t create additional stress for their employ-
     ty of disability claims and their ever-increasing costs.                                    ees—it will be better.”
     While in the past studies linking employee mental health                                       With this realization has come a call for help. And
     and absenteeism largely went unheeded, employers realize                                    many insurers have spent a lot of energy developing prod-
     they need to take action now. And though the cost con-                                      ucts that can address the problem from its start through to
     nection is still a tricky case to make, the financial implica-                              the employee’s successful integration back at the office.
     tions of not taking action are becoming apparent to senior                                     According to Brigitte Parent, vice-president, Group Ben-
     management.                                                                                 efits at Sun Life Financial in Toronto, the company spent
        “There has been an increase in disability,” says Joseph                                  last year—in post-consolidation mode—looking at ways of
     Ricciuti, national practice director, Group and Health-                                     integrating the disability management process. It has creat-
     care, Watson Wyatt Worldwide in Toronto. “These issues                                      ed a product that combines health and wellness coaching,
     are now boardroom issues.”                                                                  absence management and a return-to-work strategy.
        While illustrating the costs of disability is still diffi-                                  “One of the keys in managing your disability costs is


       TOP 20 ADMINISTRATIVE SERVICES ONLY PROVIDERS
       Manulife had the biggest jump in non-insured deposits, rising to third spot with $1.7 billion from sixth place with $882.3 million in 2003.

                                                                Non-insured deposits (millions) as of Dec. 31, 2004
      Rank Company                                                                            2004                  2003               $ Difference               % Difference
      1       Sun Life Financial, Group Benefits                                        $2,222.3                $2,040.6                         $181.7                      8.9%
      2       Great-West Life Assurance Co.                                             $1,990.1                $1,982.7                           $7.4                      0.4%
      3       Manulife Financial 1                                                      $1,693.5                  $882.3                         $811.2                     91.9%
      4       Alberta Blue Cross                                                        $1,055.0                  $927.0                         $128.0                     13.8%
      5       Pacific Blue Cross                                                          $704.4                  $684.9                          $19.5                      2.8%
      6       Green Shield Canada                                                        $647.4                  $548.0                           $99.4                     18.1%
      7       Medavie Blue Cross, Atlantic & Ontario Divisions 2                          $346.2                  $299.1                          $47.1                     15.7%
      8       Manitoba Blue Cross                                                         $121.2                  $114.2                           $7.0                      6.1%
      9       Industrial Alliance Group                                                    $96.2                   $98.9                          -$2.7                     -2.7%
      10      Standard Life Assurance Company                                              $76.0                   $74.0                           $2.0                      2.7%
      11      Medavie Blue Cross, Group Insurance, Quebec 3                                $59.3                   $57.1                           $2.2                      3.9%
      12      SSQ Financial Group                                                          $22.3                   $13.1                           $9.2                     70.2%
      13      Desjardins Financial Security                                                $46.8                   $40.2                           $6.6                     16.4%
      14      Co-operators Life Insurance Company 4                                        $31.4                   $28.3                           $3.1                     11.0%
      15      Saskatchewan Blue Cross                                                      $22.1                   $21.4                           $0.7                      3.3%
      16      Blue Cross Life                                                              $21.4                   $19.7                           $1.7                      8.6%
      17      Equitable Life of Canada                                                     $11.0                    $9.9                           $1.1                     11.1%
      18      Empire Financial Group                                                        $7.3                    $5.8                           $1.5                     25.9%
      19      Assumption Life                                                               $5.4                    $1.6                           $3.8                    237.5%
      20      La Capitale assurances et gestion du patrimoine 5                             $4.8                    $4.3                           $0.5                     11.6%
              Top 20 Total                                                             $9,184.1                $7,853.1                      $1,332.0                      17.0%
              Industry Total                                                           $9,187.6                $7,855.6                      $1,332.0                      17.0%

              Note: 1. 2004 figure includes Manulife’s post-merger with Maritime Life (May 1 - Dec. 31). 2003 figure includes Manulife only. 2. Formerly listed as Atlantic Blue Cross
              Care. 2003 figure has been revised. 3. Formerly listed as Quebec Blue Cross Group Insurance. 4. 2003 figure has been revised. 5. Formerly listed as La Capitale
              Assurances de personnes inc.

              Source: Firms participating in BENEFITS CANADA’s 2005 Group Insurance Survey.




16    APRIL 2005                                                                                                                                      www.benefitscanada.com
making sure there’s a continuum
right from the time of the
                                        PRODUCT LEADERS
                                        Supplementary hospital premiums increased the most, rising to $239.4 million.
absence all the way to recovery,”
says Parent. “If you are able to                                                         Insured premiums (millions) as of Dec. 31, 2004
manage it in a more integrated
                                                                                                               $2,311.9
way, then you’re much more                                                                                $2,279.4
                                                  Dental                                                $2,233.7
effective in your ability to help                                                                     $2,110.7
an employee return to work.”
   Parent says all parties on the                               $172.7
                                                                        $565.6
                                                    Drug             $449.3
benefits side need to be involved                                  $337.0
in making such a product suc-                                                                                                      $3,956.2
cessful. She says EAP providers               Extended                                                                               $3,654.3
                                                  health                                                                            $3,622.1
and claims intervention staff                                                                                   $2,499.4
need to work collectively to track
                                                                  $239.4
and manage absences. But she              Supplemen- $34.4
                                          tary hospital $36.4
most firmly believes that foster-                            $39.5

ing a healthy work environment                                                                                       $2,883.7
can go a long way in preventing a           Long-term                                                                $2,891.7
                                               disability                                                          $2,612.6
disability claims nightmare. For                                                                                $2,487.9

example, having such tools as                                          $523.4
health risk assessments for mem-                 Weekly                  $566.3
                                             indemnity                  $548.2
                                                                        $529.9
bers is one way of preventing                                                                                                 2004
LTD claims.                                 Accidental $143.6                                                                 2003
   Manulife Financial, though in          death & dis- $151.7   $170.3
                                                                                                                              2002
                                        memberment             $155.1                                                         2001
the midst of a merger with U.S.
insurer John Hancock, is also                             $0        $500 $1,000 $1,500 $2,000 $2,500 $3,000 $3,500 $4,000
wading into disability manage-
                                        Note: All totals subject to a +/-0.1% variance due to rounding.
ment waters. It recently launched
                                        Source: Firms participating in BENEFITS CANADA’s 2005 Group Insurance Survey.
a STD product which assists
employers in lowering the level of
absenteeism. According to Rick Brunet, Manulife’s                     harder trying to get a piece of the market,” says
senior vice-president, Group Benefits, in Waterloo,                   Latour of these new players.
Ont., it has been well-received.                                          That increased choice in providers makes sponsors,
   The service targets managers, assisting them in                    such as Halifax Port’s Richards, very happy. “The
monitoring sick or temporarily disabled staff mem-                    more niche players, the better. If they can come in,
bers. “Beyond five days, we would actively work with                  specialize and do a better job—I hope there’s a place
a manager where an employee has called in sick, in a                  for them in the market.”
productive way, trying to get them back into a pro-                       But he wants to send a message to the big players
ductive work environment,” he says.                                   about their service level and disability offerings.
   While the big players are focusing on developing                   “What I want to see is the big boys providing the
larger-scale, integrated disability solutions, many                   same level of service on a regional basis that’s allow-
smaller companies are rising up to meet the need for                  ing those niche players to develop.”
disability services. They include Toronto-based EAP
providers such as Warren Shepell and FGI, Montreal-                   RAISING THE BAR
based health solutions firm Medisys and North York,                   Plan sponsors certainly want more from their
Ont.-based ATF Oncidium, as well as consulting                        providers. Having been through four years of turbu-
firms across Canada. These companies offer special-                   lence, and still experiencing communication problems,
ized services, often targeting one aspect of disability               new provider contacts, processes and contracts, they
management—such as a lack of access to rapid med-                     want solid service. Some are voting with their feet.
ical care or absence tracking.                                            “Through consolidation, some customers have
   “I think some of them are trying to push a little bit              been pretty battered and [insurers] have no choice


www.benefitscanada.com                                                                                                          APRIL 2005      17
                                                                                                                                      (Pension cash flow excluded)
     LEADERS OF THE PACK
     Great-West Life continued to sit in top spot; Manulife came third with 76.5% growth in insured premiums to $4.4 billion.

                                             Premiums/contributions (millions) as of Dec. 31, 2004
     Rank Company                                                              2004                  2003             $ Difference               % Difference

     1      Great-West Life Assurance Co.                                  $5,331.2               $5,130.6                     $200.6                        3.9%
     2      Sun Life Financial, Group Benefits                             $4,705.5               $4,448.5                     $257.0                        5.8%
     3      Manulife Financial 1                                           $4,391.0               $2,487.4                   $1,903.6                       76.5%
     4      Alberta Blue Cross                                             $1,220.0               $1,084.0                     $136.0                       12.5%
     5      Desjardins Financial Security                                  $1,120.4               $1,012.8                     $107.6                       10.6%
     6      Pacific Blue Cross                                               $898.1                 $872.7                       $25.4                       2.9%
     7      Green Shield Canada                                              $844.0                 $732.6                     $111.4                       15.2%
     8      SSQ Financial Group                                              $599.4                 $547.7                       $51.7                       9.4%
     9      Industrial Alliance Group                                        $549.5                 $525.7                       $23.8                       4.5%
     10     Medavie Blue Cross, Atlantic & Ontario Divisions 2 $501.5                               $448.7                       $52.8                      11.8%
     11     Standard Life Assurance Company                                  $438.0                 $414.0                       $24.0                       5.8%
     12     Co-operators Life Insurance Company 3                            $293.3                 $274.3                       $19.0                       6.9%
     13     Empire Financial Group                                           $198.7                 $173.4                       $25.3                      14.6%
     14     La Capitale assurances et gestion du patrimoine 4 $195.4                                $176.6                       $18.8                      10.6%
     15     RBC Insurance 5                                                  $193.2                  $58.8                     $134.4                     228.6%
     16     Manitoba Blue Cross                                              $184.5                 $169.0                       $15.5                       9.2%
     17     Equitable Life of Canada                                         $147.0                 $135.5                       $11.5                       8.5%
     18     Medavie Blue Cross, Group Insurance, Quebec 6                    $146.3                 $142.3                         $4.0                      2.8%
     19     Blue Cross Life                                                    $63.4                 $56.3                         $7.1                     12.6%
     20     Saskatchewan Blue Cross                                            $46.5                 $40.7                         $5.8                     14.3%

            Top 20 Total                                               $22,066.9              $18,931.6                     $3,135.2                       16.6%
            Industry Total                                             $22,167.3              $19,028.9                     $3,138.4                       16.5%

            Note: Previous group insurance surveys included pension cash flow amounts; this year’s survey excludes pension assets.
            All totals subject to a +/-0.1% variance due to rounding. 1. 2004 figure includes Manulife’s post-merger with Maritime Life (May 1 - Dec 31). 2003
            figure includes Manulife only. 2. Formerly listed as Atlantic Blue Cross Care. 2003 figure has been revised. 3. 2003 figure has been revised. 4. Formerly
            listed as La Capitale Assurances de personnes inc. 5. 2004 figure includes RBC Insurance’s post-merger with Unum Provident - Provident Life and
            Accident Insurance (May 1 - Dec. 31). 2003 figure includes RBC insurance only. 6. Formerly listed as Quebec Blue Cross Group Insurance.

            Source: Firms participating in BENEFITS CANADA’s 2005 Group Insurance Survey.




 but to turn around and correct the service,” says                                     had positive effects in the industry. She adds they
 Latour. Adds Ricciuti, “Overall, insurers are becom-                                  have spawned more creative approaches to product
 ing more customer-focused. They’re recognizing                                        development and delivery. “I think that’s good—
 dollars come from clients.”                                                           because it’s brought to market some innovation.”
    Parent says although some rocky patches are to                                        Some of that innovation has manifested itself in
 be expected, clients need to be made aware of                                         new self-service roll-outs and online employee pro-
 what will happen in a merger process. “I think                                        grams—a direct response to sponsors’ requests for
 realistically when you go through significant con-                                    increased day-to-day administration of their benefits
 solidation, you will run into some challenges with                                    programs. According to Parent, larger employers
 some plan sponsors. What becomes key is your                                          have been looking at holistic programs that can
 ability to understand the needs of your client,                                       reduce the amount of paperwork they need to
 respond to them quickly and really help them                                          process and that can administer group benefits—as
 through this situation.”                                                              well as defined benefit and defined contribution
    Parent says sponsors’ demands for service have                                     plans—while providing seamless access to their


19   APRIL 2005                                                                                                                     www.benefitscanada.com
  TOP 20 GROUP HEALTH PROVIDERS
  There was an increase among group health providers, with total insured premiums rising to $10.7 billion from $9.3 billion in 2003.


                                               Premiums/contributions (millions) as of Dec. 31, 2004
  Rank Company                                                                 2004                    2003              $ Difference                % Difference
  1      Great-West Life Assurance Co.                      $2,647.0                               $2,574.0                        $73.0                        2.8%
  2      Manulife Financial 1                               $2,165.7                               $1,264.9                       $900.8                       71.2%
  3      Sun Life Financial, Group Benefits                 $1,955.8                               $1,882.7                        $73.1                        3.9%
  4      Desjardins Financial Security                       $950.7                                 $857.8                         $92.9                       10.8%
  5      SSQ Financial Group                                  $518.7                                 $480.4                        $38.3                        8.0%
  6      Industrial Alliance Group                           $387.9                                 $363.3                         $24.6                        6.8%
  7      Standard Life Assurance Company                      $317.0                                 $296.0                        $21.0                        7.1%
  8      Co-operators Life Insurance Company 2                $213.4                                 $200.2                        $13.2                        6.6%
  9      Green Shield Canada                                  $196.6                                 $184.7                        $11.9                        6.4%
  10     Pacific Blue Cross                                   $191.1                                 $185.2                         $5.9                        3.2%
  11     Empire Financial Group                               $176.9                                 $153.8                        $23.1                       15.0%
  12     RBC Insurance 3                                      $176.0                                  $53.6                       $122.4                      228.4%
  13     La Capitale assurances et gestion du patrimoine 4    $168.1                                 $153.5                        $14.6                        9.5%
  14     Alberta Blue Cross                                   $165.0                                 $157.0                         $8.0                        5.1%
  15     Medavie Blue Cross, Atlantic & Ontario Divisions 5   $155.3                                 $149.6                         $5.7                        3.8%
  16     Equitable Life of Canada                             $123.8                                 $113.8                        $10.0                        8.8%
  17     Medavie Blue Cross, Group Insurance, Quebec 6         $81.8                                  $80.4                         $1.4                        1.7%
  18     Manitoba Blue Cross                                   $63.3                                  $54.8                         $8.5                       15.5%
  19     The Citadel General Assurance Company                 $29.1                                  $32.7                        -$3.6                      -11.0%
  20     Saskatchewan Blue Cross                               $24.4                                  $19.3                         $5.1                       26.4%
         Top 20 Total                                                   $10,707.6                $9,257.7                     $1,449.9                         15.7%
         Industry Total                                                 $10,784.0                $9,327.6                     $1,456.4                         15.6%

         Note: All totals subject to a +/-0.1% variance due to rounding. 1. 2004 figure includes Manulife’s post-merger with Maritime Life (May 1 - Dec. 31). 2003 figure
         includes Manulife only. 2. 2003 figure has been revised. 3. 2004 figure includes RBC Insurance’s post-merger with Unum Provident - Provident Life and
         Accident Insurance (May 1 - Dec. 31). 2003 figure includes RBC insurance only. 4. Formerly listed as La Capitale Assurances de personnes inc. 5. Formerly
         listed as Atlantic Blue Cross Care. 2003 figure has been revised. 6. Formerly listed as Quebec Blue Cross Group Insurance.

         Source: Firms participating in BENEFITS CANADA’s 2005 Group Insurance Survey.




members via one password.                                                                some local support—face to face support—in some of
   But in the quest for integration, basic communi-                                      our centres to try and front some of that issue.”
cation—the ability to talk to a real person—should-
n’t be forgotten. So believes Richards, who through                                      RISE IN PREMIUMS
three consolidation periods with his carrier, has                                        Group insurers must have been doing something right
watched service levels decline. “Every time we made                                      last year, as all of the top 20 firms experienced growth
a change, some part of the business moved away. The                                      in insured premiums. Performance was slightly weaker
ability to talk to somebody here was very impor-                                         than in 2003: percentage growth in insured premiums
tant.” He finds it ironic that with each transition                                      among the top 20 fell two percentage points to 16.6%
phase, the benefits of self-serve systems are marketed                                   from18.6% last year, as of Dec. 31, 2004 (see Leaders
to him. “We’re [being] sold on the enabling aspects                                      of the Pack, page 19). The industry overall also had a
of the technology.”                                                                      decline in its growth in insured premiums, dropping
   But Brunet feels the communication problems are                                       to 16.5% from 18.6% the previous year.
being addressed. He says one approach Manulife has                                          Great-West Life Assurance Co. found itself at the
taken is to feed as many questions or problems through                                   top of the list in terms of total insured premiums, with
its call centre, which he says has a solid record of prob-                               $5.3 billion—a 3.9% increase over last year’s total of
lem resolution. He adds another tactic has been to rein-                                 $5.1 billion. Sun Life again took second spot, with
tegrate staff into smaller regions. “One of the things                                   $4.7 billion in premiums and Manulife Financial took
we’re trying to do to mitigate that little bit is to put                                 third place with $4.4 billion.


www.benefitscanada.com                                                                                                                                    APRIL 2005        22
      TOP GROUP LIFE PROVIDERS
      The total insured premiums collected by the industry's group life providers grew by 19% in 2004.

                                                          Insured premiums (millions) as of Dec. 31, 2004
      Rank Company                                                                 2004                     2003             $ Difference                % Difference
      1      Great-West Life Assurance Co.                                        $694.1                   $573.9                     $120.2                       20.9%
      2      Manulife Financial 1                                                 $531.8                   $340.2                     $191.6                       56.3%
      3      Sun Life Financial, Group Benefits                                   $527.4                   $525.2                       $2.2                        0.4%
      4      Desjardins Financial Security                                        $122.9                   $114.8                       $8.1                        7.1%
      5      Industrial Alliance Group                                             $65.4                    $63.5                       $1.9                        3.0%
      6      SSQ Financial Group                                                   $58.4                    $54.2                       $4.2                        7.7%
      7      Co-operators Life Insurance Company 2                                 $48.5                    $45.8                       $2.7                        5.9%
      8      Standard Life Assurance Company                                       $45.0                    $44.0                       $1.0                        2.3%
      9      La Capitale assurances et gestion du patrimoine 3                     $22.6                    $18.9                       $3.7                       19.6%
      10     Blue Cross Life                                                       $18.0                    $15.5                       $2.5                       16.1%
      11     RBC Insurance 4                                                       $16.7                     $4.7                      $12.0                      255.3%
      12     Empire Financial Group                                                $14.5                    $13.8                       $0.7                        5.1%
      13     Equitable Life of Canada                                              $12.2                    $11.8                       $0.4                        3.4%
      14     Assumption Life 5                                                      $7.2                     $8.3                      -$1.1                      -13.3%
      15     Medavie Blue Cross, Group Insurance, Quebec 6                          $5.2                     $4.8                       $0.4                        8.3%
      16     Wawanesa Life Insurance Company                                        $4.0                     $4.0                       $0.0
      17     Pacific Blue Cross                                                     $2.6                     $2.6                       $0.0
      18     Cigna Life Insurance Company of Canada                                 $0.4                                                $0.4

             Industry Total                                                   $2,196.9                 $1,846.0                      $350.9                        19.0%
             Note: All totals subject to a +/-0.1% variance due to rounding. 1. 2004 figure includes Manulife’s post-merger with Maritime Life (May 1 - Dec. 31). 2003 figure
             includes Manulife only. 2. 2003 figure has been revised. 3. Formerly listed as La Capitale Assurances de personnes inc. 4. 2004 figure includes RBC Insurance’s
             post-merger with Unum Provident - Provident Life and Accident Insurance (May 1 - Dec. 31). 2003 figure includes RBC insurance only. 5. 2003 figure has been
             revised. 6. Formerly listed as Quebec Blue Cross Group Insurance.
             Source: Firms participating in BENEFITS CANADA’s 2005 Group Insurance Survey.




        Mergers accounted for the biggest insured premium                                    LOOKING AHEAD
     surges. RBC Insurance had the highest percentage                                        If 2004 was indicative of anything, it was that sponsors’
     growth in insured premiums at 228.6%—the result of                                      needs—and demands—are intensifying. With an aging
     its merger with Unum Provident-Provident Life and                                       workforce and growing number of mental claims, bene-
     Accident Insurance. Manulife Financial also had a                                       fits costs will continue to escalate.
     76.5% increase in premiums through its acquisition of                                      That’s why, in the post-consolidation period that will
     Maritime Life.                                                                          occur near the end of this year, employers will be look-
        Amongst group health providers, Great-West Life                                      ing for improvement: higher levels of service and better
     again held the top spot with $2.6 billion in insured pre-                               disability management products that can reduce their
     miums; Manulife Financial moved into second place                                       STD and LTD costs. While group insurers work on
     with a 71.2% increase in premiums to $2.2 billion and                                   building HR hubs and make increasing technological
     Sun Life fell to third place with $2 billion. The Citadel                               investments, communication with sponsors will be key
     General Assurance Company had the largest decrease in                                   in ensuring their loyalty—and keeping them.
     insured premiums to $29.1 million from $32.7 mil-                                          Richards—who still wants greater product options
     lion—an 11% drop, on the group health side.                                             and a higher number of quotes—has stayed through
        As for providers of administrative services only,                                    three transitions. And he’s pleased with what he’s seeing
     Sun Life held on to top spot with $2.2 billion in                                       on the disability side. “The reality is that disability
     non-insured deposits. Great-West Life had $2 billion                                    management is one [area] where I think they’ve done a
     in non-insured deposits, putting it in second and                                       really good job.”                                      BC
     Manulife jumped from sixth place in 2003 to third
     place with $1.7 billion from $882.3 million—a                                           Anna Sharratt is associate editor of BENEFITS CANADA.
     91.9% increase.                                                                         anna.sharratt@bencan-cir.rogers.com


24     APRIL 2005                                                                                                                           www.benefitscanada.com

				
DOCUMENT INFO
Shared By:
Categories:
Tags:
Stats:
views:4
posted:4/13/2012
language:simple
pages:6