Frequently Asked Questions 2015 Annual Enrollment (Salaried and Corporate Hourly - Group 1)

2015 Plan Year Frequently Asked Questions 2015 Annual Enrollment (Salaried and Corporate Hourly - Group 1) SYKES BENEFITS

SYKES ANNUAL BENEFITS ENROLLMENT 2015 GENERAL QUESTIONS When is Annual Benefits Enrollment? Annual Benefits Enrollment for the 2015 plan year is from November 12 November 26, 2014. Coverage takes effect on January 1, 2015, for the new plans. If I have questions, who do I ask? If you have questions about SYKES benefit options or to enroll in 2015 benefits, please contact a licensed Mercer Marketplace representative once Annual Benefits Enrollment begins at: Phone: 1-855-543-4322 Online: mercermarketplace.com/sykes Where do I go to enroll? You will enroll through the Mercer Marketplace at mercermarketplace.com/sykes. What login credentials do I use? You will need to enter your Social Security number, last name, and date of birth. Then, you will need to set up a username and a password. If you forget your password, call the Benefit Center at 1-855-543-4322. If I have system issues or problems enrolling, please call the Benefit Center at 1-855-543-4322. Please do not use your 2014 login credentials; they will not work and will take you to last year s plans. How should an employee who is eligible for company-sponsored benefits enroll? For SYKES-sponsored benefits for the 2015 plan year, employees will need to enroll via the Mercer Marketplace during the SYKES Annual Benefits Enrollment window of Nov. 12 26. The website address is www.mercermarketplace.com/sykes. More details are available through the Annual Enrollment 2015 presentation deck and in the 2015 Benefits Guide. Licensed Benefits Counselors are available at 1-855-543-4322 to walk employees through the plans and to provide valuable assistance with the decision-making process. Even if the employee is not eligible for some coverage, such as medical or dental, they may still be able to enroll in some voluntary plans, like accident or critical illness coverage (via the Mercer Marketplace). 1

GENERAL QUESTIONS (Continued) What about an employee who is not eligible for company-sponsored benefits? If the employee is not eligible for SYKES-sponsored benefits, he or she can enroll in benefits the following ways: 1) Individual health insurance plans through Mercer Marketplace, powered by GetInsured, during a special Open Enrollment window of November 15, 2014 February 15, 2015. The website address is: www.getinsured.com/sykes. Through GetInsured, finding the right health insurance plan is easy. Licensed benefits counselors will help employees review and enroll in an individual health insurance plan of his or her choice during the individual insurance open enrollment period. With the tools that are provided, one can: Find out if he or she qualifies for tax credits to help pay for health insurance. Understand what plans are available. Compare plans and determine what plans best meets the individuals needs and budget. Enroll in a plan with confidence. 2) Through the health plan of the employee s spouse or domestic partner, as appropriate. 3) Through government programs such as Medicare or Medicaid. Employees may visit www.healthcare.gov to determine eligibility. Are the SYKES benefits linked? (For example, if you don t take medical, can you elect vision and dental)? SYKES benefits are not linked together. You can elect vision and dental without electing medical coverage. NEW HIRES Do new hires, such as those hired around mid-november, have a longer period in which to select their benefits? If, for example, an employee was hired on November 14, he or she would still need to follow the same waiting period guidelines to enroll (for Salaried and Corporate Hourly employees, the waiting period is the first of the month following 30 days). However, if he or she is able to enroll by the Annual Enrollment deadline of November 26, 2014, then the individual will receive his or her ID cards when everyone else receives them. WAITING PERIODS What are the waiting periods for company-sponsored benefits? The waiting period for Salaried & Corporate Hourly employees is the first of the month following 30 days. 2

ELIGIBILITY Who is eligible for company-sponsored benefits? Employees who are salaried or Corporate hourly are eligible for company-sponsored benefits, as well as their spouse or domestic partner, and dependent children up to age 26. MEDICAL What is a deductible? A deductible is the amount of money you pay before your health plan will pay its share. For example, if you have a health plan with an $800 deductible, you must reach that amount before your health plan begins paying. Your deductible can be found on your medical plan Benefit Summary. Please contact the Mercer Marketplace at 1-855-543-4322 if you need more information. Do I have to meet my medical plan deductible annually? Yes. Medical plan deductibles are reset to $0.00 at the start of every plan year (January 1st). How can I tell if I ve met my medical plan deductible? Your Explanation of Benefits (EOB), which you will receive approximately two weeks after service, states how much you have paid toward your deductible. You may also contact the carrier directly at any time for this information. Can I add a family member to my medical plan? You can add a family member during the SYKES Annual Benefits Enrollment period (November 12 November 26, 2014) or when you experience a qualifying life event as defined by IRS Section 125 regulations such as marriage, divorce, birth or adoption of a child, loss of coverage, etc. Will there be a state listing of the available medical carriers prior to Annual Enrollment? This will not be necessary for this year, because the employee will only be shown the plans and vendors for which they are eligible when they log into the Mercer Marketplace system. Will there be a large increase in employee benefit costs this year? It depends on which plan an employee chooses. An employee can maintain their benefits expense, or reduce it, depending on the plan which he or she chooses. For salaried and Corporate hourly, the $800 PPO is the most expensive, and it does represent an increase from the 2014 High plan. If the employee moves to a $1,500 CDHP with HSA, he or she will be able to save money. When both BCBSFL and UHC plans are offered, what the differences, besides price? Both the UHC and the BCBS plans were set up the same for deductibles and co-insurance. That is where the plans are identical. There may be a difference in what you pay out of pocket when you see a provider on one plan versus the other because of the contracted rate between the healthcare plan and the provider. Those rates are not decided upon by SYKES; they are contracted rates between the doctor and the insurance company. SYKES does not have access to those contracted rates. The network of doctors can also vary between UHC and BCBS; again, these are contracts between the providers and the insurance company. UHC and BCBS both have extensive provider networks, but there 3

MEDICAL (Continued) is no guarantee that if a doctor is participating in one plan that he or she is a participating provider on the other plan. There are additional plan documents available to you on the Mercer Marketplace website at mercermarketplace.com/sykes. We encourage you to go online to the UHC and BCBS websites to check to see if your doctors are participating before you make a decision on which plan you would like to choose. A contact list is also attached to this email. Mercer Marketplace can also help you with looking up providers if you choose, instead of looking them up yourself. Mercer's phone number is 1-855-543-4322. Their licensed benefit counselors can assist you with any detailed questions you have and can help you choose a plan to fit your needs. What medical services are covered under preventive? Specific preventive services that must be covered without cost-sharing include: Items or services that have an A or B rating in the recommendations of the U.S. Preventive Services Task Force (USPSTF) Immunizations recommended by the Advisory Committee on Immunization Practices (ACIP) of the Centers for Disease Control and Prevention (CDC) Evidence-informed preventive care and screenings for infants, children and adolescents as per Health Resources and Services Administration (HRSA) guidelines, including the Periodicity Schedule of the Bright Futures Recommendations for Pediatric Health Care Evidence-informed preventive care and screenings for women supported by HRSA This list will be updated on an ongoing basis. The complete and current list of preventive services covered without cost-share under the health reform law can be found at: https://www.healthcare.gov/what-are-my-preventive-care-benefits For additional information, we recommend that you contact the healthcare plan directly. What are the co-pays for the medical plans? All plans offered by BCBSFL and UHC are offered on a co-insurance basis and no longer have co-pays in their plan designs. This means that you must first satisfy the annual deductible for the plan you select before the plan begins covering expenses at the co-insurance percentage. For example, in the CDHP $1,500 deductible plan, you must first satisfy your deductible of $1,500 ($3,000 if two or more people are enrolled) and then the plan will cover eligible expenses at 80%, leaving the 20% balance to be paid by you. 4

CDHP/HEALTH SAVINGS ACCOUNT (HSA) Tell me more about the Consumer-Directed Health Plans (CDHPs) and the Health Savings Account (HSA). During Annual Benefits Enrollment (November 12-26, 2014), you ll have three medical plans to choose from a PPO plan and two consumer-directed health plans (CDHPs). The CDHPs can be paired with a health savings account (HSA), which provides you with a way to contribute pre-tax dollars to pay for your out-of-pocket health care expenses while satisfying your annual deductible. You may wish to switch from the PPO plan to one of the newly CDHPs. In a changing health care market, CDHPs are growing more popular. A CDHP offers the following advantages: Pay lower premiums. Get a triple-tax-advantage. Get a one-time company-paid contribution of $250 when you choose an HSA. You get to choose which expenses will be covered by your HSA dollars. You re covered from catastrophic medical care costs with the out-of-pocket maximum in your CHDP. Your HSA belongs to you and you decide how and when to spend it. Best of all, the money is yours and it travels with you even if you decide to leave the company. How do the CDHP deductibles work? You must first satisfy your deductible prior to receiving any benefit coverage. Pharmacy expenses are part of your deductible. After you have satisfied your deductible, the plan will begin covering expenses at the co-insurance rate for the plan you select. Please be aware that in a Consumer-Directed Health Plan (CDHP), if more than one person is enrolled, you must satisfy the FAMILY deductible before the plan begins covering expenses. (For example, a family has a $3,000 deductible. This means they need to reach $3,000 as a family to start their benefit coverage. The family deductible could be met by one or more family members; it doesn t matter.) What is the difference between a Flexible Spending Account (FSA) and a Health Savings Account (HSA)? Flexible Spending Account (FSA) is good for the current plan year. An employee sets aside money pre-tax and he or she has to use that money during that plan year. In other words: Use it or lose it. HSA is similar in that it is pre-tax money that is set aside, but with an HSA, the money is yours and you can spend it during that plan year or the next year. You can also take the HSA money with you in the event you leave the company. Last, but not least, unlike the FSA, there is no documentation required for HSA. However, we do suggest that you maintain copies in case you are ever audited. 5

DENTAL Who administers SYKES Dental program? Dental benefits are administered by Delta Dental. How can I get a dental card? Dental cards are distributed by the carrier. If you do not receive a dental card within 10 days to two weeks of enrolling in the plan, please call member services for the carrier and they will send you a new card. If you do not have a dental card, you can still obtain services by telling your dentist s staff that you are covered by Delta Dental. The office should be able to verify your coverage. Who do I call if I have questions about a dental claim? You can contact Delta Dental s member service number for any questions about a dental claim. You can also see your claims online at the dental carrier's website. Do I have to meet my dental deductible annually? Yes. How can I tell if I ve met my dental plan deductible? Your Explanation of Benefits (EOB) will state how much you have paid toward your deductible. Can I add a family member to my dental plan? You can add a family member during our Annual Benefits Enrollment period or when you experience a qualifying life event as defined by IRS Section 125 regulations, such as marriage, divorce, birth or adoption of a child, loss of coverage, loss of COBRA, etc. When is Open Enrollment for the dental plan? Open enrollment for the dental plan is part of SYKES Annual Benefits Enrollment (November 12 November 26, 2014). Does the dental plan cover orthodontia? It depends on the plan; the Enhanced dental plan includes coverage for orthodontia. Does the dental orthodontia cover adults? Yes. VISION Who is SYKES vision provider? Our vision program is administered by EyeMed. What is the eligibility for vision? Vision benefits are for all benefits-eligible employees and their dependents, including children up to age 26. 6

DENTAL (Continued) Do I receive an ID card for vision coverage? No, you will not receive an ID card for EyeMed vision coverage. Just tell your provider you have EyeMed and they will confirm your benefits. 7

PRESCRIPTION/PHARMACY Who is SYKES prescription plan provider? The prescription plan is administered by Catamaran. How will prescription drug coverage work in 2015? We are utilizing a stand-alone pharmacy benefit manager, Catamaran, in 2015. Once you enroll into either a BCBSFL or UHC medical plan, you are automatically enrolled into pharmacy with Catamaran and you will receive a separate identification card for prescription drugs. Where can I see the full pharmacy formulary list or obtain additional details? You may access the full formulary list and more information on the Catamaran website: https://ctrx.benefits.catamaranrx.com/rxpublic/portal/membermain?customer=mrcrmx - Select the Catamaran National Formulary - Depending on your needs, select either Drug Lookup or Locate a Pharmacy. Are there still co-pays for prescription drugs? In the BCBSFL and UHC $800 plans you have a co-insurance percentage to pay depending on the type of prescription; however, you have a minimum and maximum dollar amount that would not be exceeded for the cost of the prescription. In both the $1,500 and $2,500 plans, you must first satisfy your annual deductible for the plan and then the plan would beginning covering prescriptions at the co-insurance percentage amount. There is no minimum or maximum dollar amounts that you could be charged under these plans. Do I have to enroll in prescription coverage separately? No, you do not have to enroll in prescription coverage separately; when you enroll in a medical plan, you are automatically enrolled in prescription/pharmacy. Do I have to pay a separate deductible for medical and pharmacy? No, you only have to pay a single deductible for both medical and pharmacy benefits. For the prescription/pharmacy plan, do we still have mail order? Yes, we now have a different provider, Catamaran, and the vendor will offer mail-order services just like today. 8

VOLUNTARY What voluntary options are available for 2015? The voluntary benefits offerings that are available to you are dependent upon your eligibility. These might include some or all of the following: Accident insurance - Provides financial protection for non-work-related accidents or injuries Critical illness insurance - Provides financial protection for critical illnesses, such as cancer Hospital indemnity - Provides coverage for hospital expenses not covered by your medical plan Group legal - Offers discounted legal services Please Note: Not all voluntary benefits will be effective January 1, 2015. Some will become available during the first quarter of 2015. Not all benefits are available in all states. When will pet insurance be available? Pet insurance will be available in the first quarter of 2015. You will be provided with information when it becomes available. Will pet insurance be less expensive through SYKES? We believe pet insurance coverage through SYKES should be less expensive than an individual pet policy, an enrollee would need to double-check prior to enrollment. BENEFITS CARRIERS/VENDORS Who are the benefits carriers/vendors for 2015? You ll find many details about the SYKES benefit plans on the Mercer Marketplace website. For more information, or to contact a carrier or plan administrator directly, please refer to the attached Benefits Contacts chart. 9