in
Reaching out to Imperial annuitants and their families VOLUME 9 | ISSUE 1 | FALL 2012
Manage your benefits online: Online tools for the Pension and Benefits Centre available to help • If you have forgotten your password, you can either respond to the online challenge questions, which will provide you with a new random password, or you can call the Pension and Benefits Centre. • For all other access issues, please call the Pension and Benefits Centre and a customer service agent will be available to help.
HEALTH BENEFIT CONTACT LIST page 3 SHARP IMPLEMENTATION UPDATE page 4
(Also see: Who to call reference guide, page 3)
• Once the website loads, enter your benefits number and password and then click “Enter.” Hint: Your benefits number is the same number you used as an employee or were given when you were first set up with benefits. You can find it in the upper right-hand corner of your pension pay statement.
Publications
• Log on to MYB at www.iolemcbenefits.ca
Mail Agreement
With annual re-enrolment soon underway, we’re offering some tips to ensure you can make any changes with ease.
• Annual re-enrolment will be open from November 1, 2012 to November 30, 2012, with coverage taking effect on January 1, 2013.
No. 40064421
Dates to remember Many of you have already visited the Managing Your Benefits (MYB) website (www.iolemcbenefits.ca), administered by Morneau Shepell, the primary point of contact for all pension and benefit inquiries that are not handled by Sun Life. MYB can be used for re-enrolment in health and dental benefits, reporting address and banking changes, adding/ removing dependents from your health and dental plans and more.
– As in previous years, if you do not re-enrol, you will continue with the same coverage and options that you had in 2012. – An online tutorial (“Enrol and make changes”) is available on MYB that will walk you through the steps required during annual re-enrolment. – If you will be away during this period, please call the Pension and Benefits Centre to make alternative arrangements. • Pension pay statements will be mailed to all annuitants at the end of November (December 1 deposit).
• If you have not yet tried logging on to MYB, your account may be locked. In order to access MYB, you will need to call the Pension and Benefits Centre for Imperial Oil and ExxonMobil companies in Canada at 1-866-769-8524.
I MPERIAL O IL _I N T OUCH N EWSLETTER _F ALL _2012 | 1
health
benefits
Out-of-country emergency coverage – Don’t get caught holding the bill: know when to call for medical travel assistance If you have an unforeseen medical emergency (and not a pre-existing or chronic condition*) while out of the country or out of your home province, it is important that you call the travel assistance service provider, Europ Assistance, prior to seeking treatment or as soon as reasonably possible. Europ Assistance is available 24 hours a day by phone or email. “When travelling, it’s important to know the plan rules for medical expenses or you could end up paying out of your own pocket,” says Senior Benefits Adviser Kathryn Hodgson. “If a phone call could have been reasonably made to Europ Assistance before medical treatment, then payments could be limited or denied for all expenses related to the emergency.” A phone call to Europ Assistance will: • help to direct you to the most appropriate medical care • define what medical expenses are eligible (e.g., Europ Assistance medical staff must pre-approve all invasive and investigative procedures – such as MRIs, CT scans – prior to being performed to determine whether they are emergency services) • ensure that providers are paid upfront at time of treatment • co-ordinate payment with your provincial plan • provide ongoing monitoring of medical treatment if a family member is hospitalized • if necessary, coordinate transportation arrangements home by ground or air ambulance once you are stabilized When calling the 24-hour helpline, be ready to give your policy number (25212), benefits number and the provincial health card number of the person having the medical emergency. In the U.S. and Canada: 1-800-511-4610 * A “pre-existing” medical condition is one where symptoms appeared (regardless of whether a diagnosis is made) or required medical attention, hospitalization or treatment (including changes in medication or dosage) during the 90-day period prior to the person leaving his/her home province. When a person has a chronic condition, emergency services do not include treatment provided as part of an established management program that existed prior to the person leaving home.
2
I mperial O il _I n T ouch N ewsletter _F all _2012
Life insurance – Am I covered by life insurance and what impact is it having on my pension pay statement? The Pension and Benefits Centre (P&BC), which is operated on the company’s behalf by Morneau Shepell, receives a number of inquiries from annuitants each month about life insurance matters. Questions concern what, if any, life insurance coverage they have, who the beneficiaries are, and the reflection of associated premiums or taxable benefits on their pension pay statement. While annuitants are welcome to call the P&BC at 1-866-769-8524 at any time to address these issues, here is some information that might save you a call: There are two categories of life insurance, and the amount of coverage you may have under each depends on when you retired, what elections you made at the time of retirement, and your present age: • ‘Basic’ life insurance is company-paid and is automatically provided to most annuitants (exceptions apply to certain annuitant groups). Coverage in most cases is one times your final annual salary up to age 65, at which time it drops to 0.5 times salary. On the January 1st following your 65th birthday, this coverage declines by 10 percent and it drops by another 10 percent each subsequent year, until it reaches 30 percent of the age 65 amount, after age 71. • ‘Optional’ life insurance is offered as part of retirement sign-up packages, subject to policy maximums, and may or may not apply in an individual case. If elected, the amount of coverage is subject to a 10 percent/year declining schedule after age 65, similar to what happens to basic coverage as noted above. At any time you can see your basic or optional life insurance coverage and review your beneficiaries by using the MYB (Managing Your Benefits) website (www.iolemcbenefits.ca) and reviewing your personal profile. If you have trouble accessing the site, you can still contact the Pension and Benefits Centre by calling 1-866-769-8524. A pension and benefits administrator will be available to help.
Benefits Contact Reference Guide
Who are you going to call?
Pension and Benefits Centre
Please use the following table to identify the appropriate contact for making updates, confirming coverage or handling your specific questions and concerns. For summary information on HR policies, programs, guidelines, and benefits, please refer to the documents on the Managing Your Benefits website at www.iolemcbenefits.ca or contact the Pension and Benefits Centre. Please note that the Pension and Benefits Centre and the Sun Life Customer Care Centre can also be accessed by calling the Benefits Helpline at 1-800-387-0621 and selecting the appropriate menu option.
Sun Life Customer Care Centre
Europ Assist
Phone
• 1-866-769-8524 • Monday to Friday, 9:00 a.m. to 5:00 p.m. (ET)
Mail
IOL Pension and Benefits Centre 895 Don Mills Road, Suite 700, One Morneau Sobeco Centre Toronto, ON M3C 1W3
Website
www.iolemcbenefits.ca
Phone
• • • •
Website
www.mysunlife.ca
Phone
• In the USA and Canada: 1-800-511-4610 • Elsewhere, call collect: 202-296-7493 • In Mexico: 001 800 368-7878 • Fax: 202-331-1528
Within Canada or the US, call toll-free 1-866-896-6976 Outside North America, call toll-free 800-2527-3211 or collect 514-866-2562 Monday to Friday, 8:00 a.m. to 8:00 p.m. (ET) Automated health and dental claim status inquiry 24 hours/day, 7 days/week with your policy number (25212) and your member ID (your benefits number)
Email
[email protected]
ACE/INA Insurance
Phone
1-800-668-7326
AUCC
Phone
613-563-1236 ext. 224 or toll-free 1-866-848-7299
Email
[email protected]
What do I need to do?
GENERAL
PENSION
HEALTH AND DENTAL
Contact
• Update your bank account data for direct deposit of pension and benefit claim reimbursements • Update your address for pension payroll statements or any pension/benefit-related mailings • Advise of annuitant/survivor deaths (triggers issue of estate settlement package) • Review/confirm or change (if permitted) your benefits coverage, or dependents or beneficiaries information
Pension and Benefits Centre (P&BC) 1-866-769-8524 or www.iolemcbenefits.ca
Help with: PIN and/or password for accessing Managing Your Benefits application Managing Your Benefits application (including annual re-enrolment)
P&BC 1-866-769-8524
ESSO five percent purchase discount program
1-800-567-ESSO (3776) or email:
[email protected]
• Inquire about amount of pension, any adjustments/corrections, etc. • Inquire about pension payroll matters and tax withholding
P&BC 1-866-769-8524
• Defined contribution (DC) pension account disposition (only for ExxonMobil Canada retirees with historic DC pension accounts not yet closed out)
Sun Life 1-866-896-6976
• • • • • • •
Sun Life 1-866-896-6976
Clarify coverage details, eligibility rules, coordination of benefits protocols Confirm status of specific claims; request review/explanation of claim denials Obtain information about prescription drug formulary (coverage and alternatives) Verify eyeglass or dental recall exam eligibility dates Print/obtain personalized out-of-country travel card Print/obtain personalized claim forms Request a prescription drug card
• Complete annual re-enrolment and ask any related questions re options/costs • Ask questions regarding pension payroll deductions associated with benefits coverage OUT-OF• Claims questions PROVINCE/ OUT-OFCOUNTRY • General questions EMERGENCY HEALTH COVERAGE LIFE INSURANCE
P&BC 1-866-769-8524 or www.iolemcbenefits.ca Europ Assist 1-800-511-4610
Sun Life 1-866-896-6976
• Clarify coverage, verify/change beneficiaries • File claims (or for estates to make claims) ACCIDENT INSURANCE CLAIMS HIGHER EDUCATION AWARD
P&BC 1-866-769-8524 ACE/INA Insurance 1-800-668-7326 Association of Universities and Colleges of Canada (AUCC) 1-866-848-7299
I mperial O il _I n T ouch N ewsletter _F all _2012
3
across
Imperial Oil
SHARP Implementation Update A message from Brian Hallamore, Vice-President, Human Resources Just over one year ago, Imperial implemented two changes that have impacted how annuitants interact with the company on pension and benefits matters. These changes include the implementation of SHARP, the company’s new HR information and payroll system, and engaging Morneau Shepell to manage certain aspects of pension and benefits administration on the company’s behalf.
experienced in this transition, specifically in the area of customer service, and we are appreciative to those who have brought these issues to our attention. We are continuing to work very hard with all of our service providers to ensure that issues are addressed in a timely manner and that the overall customer service experience for our employees and annuitants remains a positive one.
The main impact to you, our annuitants, is that questions related to pension and benefits matters (outside of those that get handled by Sun Life) are now directed to the Pension and Benefits Centre, operated by Morneau Shepell. Changes to your benefits coverage, when applicable, can now be done through the Internet. You can find more details on how to do this in the cover article of this newsletter.
We sincerely appreciate your patience as we continue to work through these changes. We value your input and continue to welcome your feedback.
Overall, the implementation of these changes has been very successful and has provided employees, annuitants and managers with access to more efficient and user-friendly tools to manage their benefits. Our recent experience with the Pension and Benefits Centre has shown they are answering over 7,000 calls a month. However, we are also aware of the challenges that some annuitants have
Do you have these Imperial publications? The Glenbow Museum in Calgary is seeking the following Imperial Oil publications for its archives. If you have any of the titles listed below, or have other publications that might be of interest, please contact Lynette Walton, archivist (Imperial Oil Collection), Glenbow Archives, 130 – 9th Avenue SE, Calgary, Alberta T2G 0P3 or email her at
[email protected] • Imperial Dealer (published from 1934-1962). Seeking issues for 1935, 1943-1944 and 1958. • The Salesmotor (published from 1917-1960). Seeking issues from 1917, 1919, 1943, 1945 and 1960. • Imperial Oilways (published from 1941-1967). Seeking Volume 16, 1957. • Esso Air World (published from 1947-1991). Seeking Volume 1, 1947-1948 and Volume 2, 1949-1950.
Touch
in
In Touch is published for Imperial annuitants and is designed to keep them up to date on company news, health benefits and annuitant activities. It is available online at www.imperialoil.ca/intouch
Key numbers Pension and Benefits Centre 895 Don Mills Road, Suite 700, One Morneau Sobeco Centre Toronto, ON M3C 1W3 416-441-7606 1-866-769-8524 Hours of operation: Monday to Friday, 9 a.m. to 5 p.m. (ET) Sun Life Customer Care Centre 1-866-896-6976 www.mysunlife.ca
4
I mperial O il _I n T ouch N ewsletter _F all _2012
WB00261 12 09
