Senior K

First, call your vendor (e.g. CIGNA, Blue Cross Blue Shield, Hewitt, etc.) direct or use the People Services Center phone menu. If your question is unanswered, or your issue remains unresolved after calling the vendor, then call your PSC representative. Back to Top

Do I call the People Services Center for things I used to call my vendors for?

Your vendors will continue to play the role that they have in the past. If you called your vendor for something in the past, continue to call that vendor. Back to Top

Why do you ask for my Social Security Number when I call?

Your Social Security Number enables the People Services Center to access your benefits information in a secure and timely fashion while we are on the phone with you. It also helps to differentiate between an employee who has the same name as another employee. Please note that our HR professionals are very aware of the security and privacy concerns that accompany the usage of Social Security Numbers. Back to Top

I don't like using phone menus. How do I speak to a live person?

You have two options for being connected to a live representative. You can press zero at any time during the call or you can hold on the line until after all of the menu options have been announced. Back to Top

Do you record all calls?

All calls are recorded for quality assurance, training, and security purposes. Back to Top

Why can't I have a PSC reps direct telephone line?

The People Services Center Representatives have had extensive training on Kellogg/Keebler benefits. Any representative should be able to help you with the majority of your questions. If you have called previously, that information has been captured in the call tracking system, so you won't have to start over by explaining your issue. Also, this protects you from running into a situation where an individual resource is not available when you need a timely response to a benefits question or issue. Back to Top

What is the turn-around time on e-mails?

The People Services Center is committed to responding to e-mails and voicemails within one business day. Although it may take longer to resolve the issue than one business day, we will respond within that time frame to provide our current status. Back to Top

What are the hours the PSC will be open?

The People Services Center will be open Monday through Friday from 9:00 a.m. Eastern Daylight Time to 6:00 p.m. Eastern Daylight Time. You can also leave messages, send a fax, or send an e-mail to the PSC during off hours. Back to Top

What do I do if I am using a rotary phone?

Stay on the line and you will automatically connect to a People Services Center Representative after the menu options have been announced. Back to Top

I am concerned about how long I will be put on hold. What's the average length of time I will be put on hold?

We are committed to a service level agreement that would result in all calls being answered within 30-45 seconds. Currently, we are meeting or exceeding that goal. Back to Top

What if I have trouble with English as a first language?

Don't hesitate to contact the People Services Center. We are able to employ the services of a third-party interpreter who can translate during the call. Back to Top

I've heard I have to pay more for Medicare Part B in 2004 -- is that true?

Yes. Medicare Part B premiums will increase to $66.60 in 2004 (from $58.70 in 2003). This is about a 13.5% increase and one of the largest increases in the history of the program. According to media reports, the government says the rise resulted from increases in Medicare spending on doctors' services, outpatient hospital care and medical equipment used at home by beneficiaries.

Medicare Part B helps pay for doctors' services and outpatient care for individuals over 65 years of age -- if they have signed up for Part B. As a reminder, once an individual turns 65, he or she must sign up for Part B. Signing up for Medicare Part B will enable you, at 65 years of age and older, to get the highest level of payment on your medical claims. Once you are 65, the Kellogg plan becomes the secondary payor on medical claims and Medicare becomes primary.

Generally, the government deducts the Medicare Part B premium directly from social security payments. If you are signed up for Medicare Part B, you will likely be notified by the government of the increase. Back to Top

Does BCBS participate in Medicare's electronic crossover program?

Yes. This means that medical bill will be submitted electronically to both Medicare and BCBS, which makes it easier for employees or retirees with Medicare coverage. Back to Top

Does the deductible count against the out-of-pocket maximum?

Yes. Back to Top

Do copays apply to other services besides office visits?

Most other services are subject to deducible and co-insurance (percentage of the fee), including lad, surgery, therapy. Back to Top

Where should I call for specific coverage information?

You may contact Blue Cross Blue Shield directly for General questions about plan coverage, to nominate doctor for network, for PPO directories and ID cards at:

1-800-482-5980 Back to Top

How do I find out if a claim was paid?

First call Blue Cross Blue Shield directly at 1-800-482-5980 to check on the status of the claim. You will need to know the date of service, dollar amount of the claim, and the physicians name. Back to Top

I am an hourly retiree and just retired in March. I received my BCBS card and information that I should start using the card on April 1. Should I use this card or wait for a retiree BCBS card? When do I switch to BCBS -- in April or in July?

You should start using the BCBS card as of April 1, 2003 because you were an active employee during part of the month of March and thus brought in to BCBS along with other active hourly employees. Back to Top

Do I have to notify BCBS or my doctor if I use emergency care?

No, the emergency care provider is required to contact BCBS. You no longer have to make the call. If you wish to confirm that the event or condition is a true emergency, call your doctor. Back to Top

What if I don't enroll in Medicare Part B?

You must sign up for Medicare Part B when you first become eligible at age 65. Then, the Kellogg plan becomes secondary payor. If you don't sign up, the Kellogg plan will not pay for the portion of the bill that woul have been paid by Medicare if you had signed up for Part B. Back to Top

Who determines medical necessity - my doctor or BCBS?

Your doctor makes the determination of what medical care is delivered. Your health plan makes the determination of what is reimbursed under the terms of the plan. Any claim denials can be appealed to Kellogg via the ERISA appeals process. Back to Top

How do I enroll my new spouse in my health care plan?

Any new dependent (spouse, baby, adopted child) needs to be enrolled in your health care or life insurance plan within 31 days of this life event (marriage, birth, etc.) By enrolling a new dependent within 31 days, coverage for the new dependent will be effective on the date of the status (life event) change.

If you wait 31 days or longer to notify the PSC, coverage changes are effective on the date you notifty the PSC and may result in a gap in coverage for your new dependent. Back to Top

In 2002, I received the information from the company about the "caps" on the annual premiums for Kellogg salaried retirees -- where do we stand on reaching those caps?

Despite rising health care costs, Kellogg's annual cost to provide medical coverage for each salaried retiree is still well below the annual premium caps that have been set. (The premium cap is the annual limit that Kellogg will pay for your retiree heatlh care coverage.) Details are provided in an October 1,2003 letter sent to those retirees affected by caps.

Premium caps were established last year for employees from Kellogg heritage locations who retired between April 1, 1990, and March 31, 2002. Retirees from Keebler heritage locations and retirees from Kellogg heritage locations who retired after March 31, 2002, are subject to different premium caps. Back to Top

Though imported prescription drugs may represent cost savings over drugs produced in the U.S., these drugs are not approved by the Food and Drug Administration (FDA)," says Anne York Paterra, director, benefits planning.

"Kellogg supports only FDA approved and tested drugs, dispensed over the counter or from a U.S. Licensed Pharmacy -- either retail or mail order. Until the FDA has approved the use of imported drugs, Kellogg will not support the use of such products." Back to Top

BCBS currently uses the Social Security number as the participant unique identifier for all claim-related correspondence and processing. There are plans to move away from using the Social Security number for this purpose. However, in the interim, please be assured that BCBS does not publicize your Social Security number for any other purpose than for health plan-related activities. Back to Top