Frequently Asked Questions About 2016 Annual Enrollment: Group 2 Employees (Agents & Non- Agents)

2016 Plan Year Frequently Asked Questions About 2016 Annual Enrollment: Group 2 Employees (Agents & Non- Agents) SYKES BENEFITS

SYKES ANNUAL BENEFITS ENROLLMENT 2016 GENERAL QUESTIONS When is Annual Benefits Enrollment? Annual Benefits Enrollment for the 2016 plan year is from October 22, 2015, to November 5, 2015. Coverage takes effect on January 1, 2016 for the new plans. If I have questions, who do I ask? If you have questions about SYKES benefit options or to enroll in 2016 benefits, please contact a licensed Mercer Marketplace representative once Annual Benefits Enrollment begins on October 22 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? Returning Enrollees to Mercer Marketplace: Username: Use the username you created in the past. If you have forgotten your username, please contact Mercer Marketplace at 1-855-543-4322. Password: Your password will be reset to your last name and the last four digits of your Social Security number (Example: Jones1234). First-Time Enrollees to Mercer Marketplace: Username and Password: You ll need your Social Security number, last name, and date of birth to identify yourself and then you will be prompted to select a unique username and password that you will use going forward. If you have any issues logging in, you can also click on the Can t access my account link or you may call the Mercer Marketplace Benefit Center at 1-855-543-4322. How should an employee who is eligible for company-sponsored benefits enroll? For SYKES-sponsored benefits for the 2016 plan year, employees will need to enroll via the Mercer Marketplace during the SYKES Annual Benefits Enrollment window of October 22 through November 5. The website address is www.mercermarketplace.com/sykes. More details are available in the Annual Enrollment 2016 presentation deck and in the 2016 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 or the local Aflac representative). 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) The Mercer Marketplace individual insurance solution, powered by GetInsured, during a special Open Enrollment window of November 1, 2015 January 31, 2016. The website address is: www.insurance.mercermarketplace.com or you may call 1-800-713-2859. Through the individual insurance solution, finding the right health plan is easy. Licensed benefits counselors will help employees review and enroll in an individual health insurance plan of their choice during the special 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. Do I have to go online to make changes to my benefits plan if I was enrolled last year? This year is a passive benefits enrollment for the 2016 plan year. If you don t want to make any changes to your SYKES plan elections, dependents, or beneficiaries from the 2015 plan year, then you don t need to take any action for most plans. However, you must re-enroll annually into spending accounts (Flexible Spending and Health Savings Account). Your elections, dependents, and beneficiaries from the previous plan year will carry over. Please note: There could be changes to the rates of which you ll need to be aware. To check premiums, please see the rate sheets, go online to the Mercer Marketplace (mercermarketplace.com/sykes) or contact your HR representative. 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. 2

NEW HIRES Do new hires who join SYKES late in the year have a longer period in which to select their benefits? Employees who join SYKES late in the calendar year have some special enrollment timeframes as follows: New employees hired 9/1/15 10/31/15 will need to enroll for both the 2015 and 2016 plan years. New employees hired 11/1/15 12/1/15 will only need to enroll for the 2016 plan year. These employees are given the full 30-day window to enroll and are not limited to the Annual Enrollment window only. WAITING PERIODS What are the waiting periods for benefits? The waiting period for Hourly Agents and Non-Agents is the first of the month after 60 days from the end of a 30-day orientation period, but in no case longer than 120 days from the hire date. ELIGIBILITY Who is eligible for company-sponsored benefits? Employees who regularly work at least 30 hours a week are eligible for company-sponsored benefits, as well as their spouse or domestic partner, and dependent children up to age 26. If an employee works fewer than 30 hours, he or she may still be eligible for some Transamerica medical plans and some voluntary benefits such as Aflac. As an alternative, employees can consider the Mercer Marketplace individual insurance solution, powered by GetInsured, during a special Open Enrollment window of November 1, 2015 January 31, 2016. The website address is: www.insurance.mercermarketplace.com or you may call them at 1-800- 713-2859. Through the individual insurance solution, finding the right health plan is easy. Licensed benefits counselors will help employees review and enroll in an individual health insurance plan of their choice during the special 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. As other options, employees can secure coverage through the health plan of the employee s spouse or domestic partner, as appropriate, or through government programs, such as Medicare or Medicaid (depending on your household income and family size). Medicaid can offer you better coverage, potentially cost less, and keep you safe from any tax penalties. To see if you qualify, you can contact a licensed benefits counselor at 1-855-543-4322, or go to healthcare.gov. 3

MEDICAL What are my medical plan options? You have three medical plan options: 1) A low limited benefit medical plan, 2) A medium limited benefit medical plan, and 3) A $2,500 deductible plan with HSA. What s the same between the plans? All plans satisfy your obligation under the ACA (Healthcare Reform) to have coverage. All plans cover essential benefits (preventive services) at 100% in-network. What s different between the plans? The cost of each plan varies as well as what services each plan covers. For the limited benefit medical plans, you have a fixed dollar benefit for covered services. For the $2,500 deductible plan with HSA, you pay the full cost for services until you meet the deductible after which the plan will cover a percentage of services. New for 2016, in the 2,500 deductible plan the family out-of-pocket maximum has been reduced from $12,400 to $6,850. 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 a fixed amount 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 medical carrier directly at any time for this information. 4

MEDICAL (continued) What are the co-pays for the medical plans? None of the medical plans operate with co-pays. The limited medical plans pay you a fixed dollar amount up to a maximum for covered services. The $2,500 deductible plan is offered on a co-insurance basis which means that you must first satisfy the annual deductible before the plan begins covering expenses at the co-insurance percentage. How does the deductible work in the $2,500 plan? Under the $2,500 deductible plan, if you cover any family member(s) in addition to yourself: The entire Family Deductible must be met before benefits begin to pay out for any family member. The entire Family Out-of-Pocket Maximum must be met before the plan pays in full for any family member. Example of True Family Deductible: o If you are enrolled into the $2,500 deductible plan for anything but Employee Only coverage, you MUST satisfy the annual deductible of $5,000 before the plan will begin paying benefits. For example: If you enroll into FAMILY coverage and one member of the family incurs $3,000 in covered expenses, as a family you still have to incur an additional $2,000 of covered expenses to satisfy the family deductible of $5,000. Any one family member or a combination of family member expenses count toward the deductible. Can I add a family member to my medical plan? You can add a family member during the SYKES Annual Benefits Enrollment period (October 22 through November 5, 2015) 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? Employees are only shown the plans and vendors for which they are eligible when they log into the Mercer Marketplace. Will there be a large increase in employee benefit costs this year? Costs change each year and total cost depends on the plan selected. We strongly recommend that you review your past use of medical benefits and select the plan that offers you the coverage required for the amount of payroll deduction you wish to pay. 5

MEDICAL (continued) 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 is no guarantee that if a doctor is participating on 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 in these carrier networks before you make a decision on which plan you would like to choose. Mercer Marketplace can also help you with looking up providers, if you choose. The Mercer Marketplace phone number is 1-855-543-4322. Mercer s 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. 6

CDHP/FLEXIBLE SPENDING ACCOUNT (FSA)/HEALTH SAVINGS ACCOUNT (HSA) 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. If I am enrolling in a CDHP, but I do not elect an HSA, can I elect to have a Healthcare FSA? Yes, a participant in a CDHP can elect a health FSA, but if they have elected the health FSA, they will be ineligible to make contributions to an HSA for the entire plan year. 7

PRESCRIPTION/PHARMACY Who is SYKES prescription plan provider? The prescription plan is administered by OptumRx, formerly known as Catamaran. There is coverage attached to the limited benefit medical plans, as well as the $2,500 deductible plan with HSA. How will prescription drug coverage work in 2016? We are utilizing a stand-alone pharmacy benefit manager, OptumRx, formerly Catamaran, in 2016. Once you enroll into either a BCBSFL or UHC medical plan, you are automatically enrolled into pharmacy with OptumRx and you will receive a separate identification card for prescription drugs. This ID card will be mailed to you in late December/early January. Where can I see the full pharmacy formulary list or obtain additional details? You may access the full formulary list and more information at: https://www.mycatamaranrx.com/portalcentral/ Are there still co-pays for prescription drugs? No. In the limited benefit medical plans, there is a $10 benefit for generic (30-day supply); insurance pays $10 and you are responsible for the remainder. For brand prescriptions, there is a $20 benefit (30-day supply); insurance pays $20 and you are responsible for the remainder. For the $2,500 deductible plan with HSA, you pay the full cost of prescriptions until you meet the deductible. Once you meet the deductible, the plan pays 70% coinsurance (in-network). 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? The $2,500 plan is the only medical plan with a deductible and it is a combined deductible including both medical and pharmacy. The limited medical plans do not have any deductibles; however, these plans only cover a limited scope of services and pay a flat dollar benefit. For the prescription/pharmacy plan, do we still have mail order? Yes. 8

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 as a courtesy and ARE NOT required to receive service. Tell your dentist s staff that you are covered by Delta Dental and they can verify your coverage directly with Delta Dental. ID cards will be mailed to your home address in late December/early January. 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 or you may check the Delta Dental website or call their customer service department. 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. Contact the Mercer Marketplace (1-855-543-4322) for more information. When is Open Enrollment for the dental plan? Open enrollment for the dental plan is part of SYKES Annual Benefits Enrollment (October 22 through November 5, 2015). Does the dental plan cover orthodontia? No, the dental plan does not cover orthodontia. 9

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. 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. VOLUNTARY What voluntary options are available for 2016? Through our voluntary partner, Aflac and The Hartford, you may wish to enroll in voluntary benefits to help protect you and your family in the event of illness or accident. The options available to you may 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 Life, Short-Term & Long-Term Disability, and AD&D Term life, Short-Term & Long-Term Disability, and Accidental Death and Dismemberment. Hospital indemnity - Provides coverage for hospital expenses not covered by your medical plan Group legal - Offers discounted legal services Transportation A Transportation Reimbursement Incentive Program (TRIP) allows you to lower commuting costs. Identity Theft Helps you assess your risk, deter theft attempts, detect fraud, and manage the restoration process in the event of identity theft. As another voluntary benefit, we also offer Perkspot, which provides shopping discounts on a variety of products. When will pet insurance be available? Pet insurance is available and you can elect it through the Mercer Marketplace website. If you elect this benefit, you will be direct-billed from the carrier for the coverage; no payroll deductions are taken for pet insurance. Please Note: Not all voluntary benefits will be effective January 1, 2016. Some will become available during the first quarter of 2016. Not all benefits are available in all states. 10

BENEFITS CARRIERS/VENDORS Who are the benefits carriers/vendors for 2016? 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 Benefits Contacts chart. 11