Frequently Asked Questions (FAQs)

Go to SuccessFactors and click the My Benefits tile. 

If you are logging into SuccessFactors for the first time or have trouble logging in, please call the Service Desk at 833-75PRIMO.

All eligible dependents you want to cover must be added during your new hire enrollment, during Annual Enrollment, or within 30 days of a qualified life event like marriage or the birth/adoption of your child.

For each dependent over the age of three months, you must provide a Social Security number when you enroll.

If you add a dependent who hasn’t already been verified, you’ll also need to provide documentation to prove the dependent’s relationship to you—such as a marriage certificate, birth, or adoption certificate, or joint tax return. If the Primo Brands Benefits Service Center does not receive the requested verification documents from you by the deadline stated in your verification notice, your dependent(s) will be removed from coverage retroactively.

If you have already provided verification documentation for currently covered dependents, you do not need to provide verification again.

Because you and your dependents must enroll in the same option, you may want to consider one of the national insurance carriers (Aetna, Anthem, Cigna, or UnitedHealthcare). These national carriers offer national provider networks, so you and your dependents will have access to in-network providers in most locations.

Regional insurance carriers may offer in-network coverage outside of their regional service area through partnerships with other carriers. Contact the insurance carrier for details.

While health care costs continue to rise at a very high rate, Primo Brands pays a generous amount toward your health care premiums. On average, the company pays 82% of the premium cost, while the benchmark for other employers in our industry is closer to 80%.  

Your specific individual costs for medical coverage depend on a number of other factors as well, including the coverage level you choose (Bronze, Bronze Plus, Silver, Gold, or Platinum), the insurance carrier you choose, and your ZIP code.

If you or your covered spouse/domestic partner use tobacco (including e-cigarettes), an additional $50 per month Tobacco User Surcharge will be added to your cost of medical coverage. If both you and your spouse/domestic partner use tobacco, $100 per month will be added to your cost of medical coverage. If a tobacco user is enrolled in an approved tobacco cessation program, their surcharge will be waived.

When you enroll, you’ll be able to see the specific employer contribution amount from Primo Brands and your cost for each option. You’ll also be able to indicate if the Tobacco User Surcharge applies to you.

You pay for coverage through benefit deductions from your paycheck:

It depends. Each insurance carrier has its own network of preferred providers (e.g., doctors, specialists, hospitals). If you want to keep seeing your current doctors, select an insurance carrier that includes your preferred providers in its network. If you are comfortable changing doctors, select an insurance carrier whose network includes providers critical to your care.

Also, keep in mind that provider networks can change, so always check the provider directories before choosing a carrier and when you access care.

Do not rely on your provider’s office to know if they are in-network. Instead, to confirm that a provider is in network:

• Use the provider search tool on the insurance carrier’s pre-member website.
• When you enroll through the Primo Brands Benefits Service Center enrollment platform, check the network of each insurance carrier you’re considering. You can access this information by clicking Find Doctors when you’re selecting your medical plan. For the best results:
  • Search for your provider by name, not by medical practice.
  • Check only the office location(s) you are willing to visit.
  • When searching for a facility, use the complete facility name and confirm whether the specialty of the facility is covered in-network.

Using in-network providers saves you money and ensures your care is covered at the highest benefit level. In-network doctors, hospitals, and clinics have agreed to discounted rates with your insurance carrier, so you’ll pay lower copays, coinsurance, and deductibles. You’ll also avoid unexpected bills that can happen when seeing out-of-network providers, who may charge more than your plan will cover.

Yes. When you enroll in medical coverage through Primo Brands, coverage is guaranteed, regardless of whether you and/or your eligible dependents have pre-existing conditions.

You may be eligible for a “transition of care,” which allows you to continue treatment with your current provider—often at in‑network rates—even if they aren’t in the new carrier’s network. This applies to situations such as pregnancy, ongoing treatment for chronic or serious conditions, upcoming or recent surgery, and other complex care needs. To request it, reach out to your new insurance carrier as soon as possible and have your provider submit any required documentation. This Transition of Care Worksheet can help.

Call your new insurance carrier as soon as possible (do not wait!) to let them know about the procedure and to confirm how the procedure will be covered under your new benefits. Make sure your doctor and other involved health care providers know about your new coverage and obtain prior authorization for the procure on your behalf, if needed.

Keep any paperwork from your current plan, including any prior authorization approvals, letters from your prior administrator, etc.

When you enroll, make sure you choose a dental plan that covers the orthodontia care you need. Call your new dental insurance carrier as soon as possible to ask for help with transition of care.

If you enroll in a medical plan through Aetna, Anthem, Cigna, or UnitedHealthcare, your prescription drug benefits are provided through CVS Caremark. If you enroll in a regional medical plan carrier,  your prescription drug benefits are provided directly through that carrier.

Each prescription drug program has its own rules about how prescription drugs are covered, and prescription drug coverage can change each year even if you plan to stay with the same carrier. It’s important to find out how your medications will be covered before choosing an insurance carrier.

• For CVS Caremark, look up your medications online.
• As you enroll, use the prescription drug checker in the Primo Brands Benefits Service Center enrollment platform.
• Call CVS Caremark (or the regional carrier)—see carrier contacts.

Use the Prescription Worksheet for questions to ask.

A long-term medication is one you take regularly for 3 months or more to treat an ongoing condition, such as high blood pressure, high cholesterol, or diabetes.

If you or a covered family member regularly takes a prescription drug(s), check to see how your prescription drugs will be covered before you enroll.

• For CVS Caremark, look up your medications online.
• As you enroll, use the prescription drug checker in the Primo Brands Benefits Service Center enrollment platform.
• Call CVS Caremark (or the regional carrier)—see carrier contacts.

Use the Prescription Worksheet for questions to ask.

You’ll save money by filling 90-day supplies of your long-term medication at a CVS retail pharmacy or through the Caremark Mail service (or through the carrier’s mail-order home delivery pharmacy if you choose a regional carrier).

A formulary is a list of generic and brand name drugs that are approved by the Food and Drug Administration (FDA) and are covered under your prescription drug plan. Call CVS Caremark (for Aetna, Anthem, Cigna, or UnitedHealthcare) or the insurance carrier (for regional carrier options) to make sure your drug is listed on the formulary before you fill it. If it isn’t, you’ll pay more. See "How will my prescription drugs be covered next year?" above for details on how to check your medications.

For retail pharmacies: As long as your medication is covered under your new pharmacy program, you will not need to get a new prescription to receive refills at a retail pharmacy in the CVS Caremark network (which includes Costco, CVS, Rite-Aid, Walgreens, and many other pharmacies). When you fill the prescription for the first time under your new coverage, simply provide the pharmacy with your new CVS Caremark ID card.

For home delivery through Caremark Mail: If you are new to CVS Caremark, you will need to get a new 90-day prescription from your doctor. Mail order can take a few weeks to establish. It’s a good idea to ask your doctor for a 30-day prescription to fill at a retail pharmacy in the meantime. Log in to your medical plan carrier account or app in January for instructions on how to set up your mail-order prescriptions.

If you choose a regional medical plan carrier, you may not need a new prescription to use a retail pharmacy if that pharmacy is in the carrier’s network. But you may need a new 90-day prescription to use their mail-order pharmacy. Check with the carrier to confirm.

It depends on how your medication is classified by your pharmacy benefit manager—Tier 1, Tier 2, or Tier 3. Typically, the higher the tier, the more you’ll pay. While generic drugs typically cost less than brand-name drugs, pharmacy benefit managers can classify higher-cost generics as Tier 2 or Tier 3 drugs. This means you’ll pay the Tier 2 or Tier 3 price for certain generic drugs. You can find this information by using the prescription drug search tool when you enroll. 

Your prescription drug cost and coverage also depends on the medical coverage level you select.

• Bronze, Bronze Plus, and Silver: You pay the full cost for prescription drugs until you reach the annual medical deductible. Then you pay coinsurance. Once you reach the out-of-pocket maximum, you pay nothing.
• Gold and Platinum: You pay a copay for all prescription drugs. Once you reach the out-of-pocket maximum, you pay nothing.

Generic drugs meet the same standards as brand-name drugs, but they typically cost less. And, because brand name drugs can be expensive, some pharmacy benefit managers don’t cover them at all if a generic is available. Ask your doctor if a generic drug is available for you. 

Because many brand name drugs are so expensive, you will pay the copay or coinsurance of a higher tier—plus the cost difference between brand and generic drugs—if you choose a brand when a generic is available. 

HSA dollars can be used for qualified medical, dental and vision expenses for yourself, your spouse and your tax dependents.

• Doctor bills
• Prescriptions
• Orthodontia
• Physical therapy
• Glasses and contacts
• Fertility care

See IRS Publication 502 for a complete list. 

Visit the HSA page on this site. 

Once you enroll in the HSA, you’ll receive a welcome email from Optum Bank with instructions to register your account online and with the mobile app. 

If you a have any questions, contact Optum Bank at 1-866-234-8913.

• Health Care FSA: eligible medical, prescription drug, dental, and vision expenses — see IRS Publication 502 to learn more or visit fsastore.com
• Limited Purpose FSA: eligible dental and vision expenses — see IRS Publication 502 to learn more
• Dependent Care FSA: daycare or elder care expenses incurred while you are at work — see IRS Publication 503 to learn more

FSA funds are subject to an IRS “use it or lose it” rule which means any funds left at the end of the calendar year are forfeited. 

Visit the FSA page on this site. 

The FSAs are managed by Alight Smart-Choice Accounts. You can log in and manage your FSA through SuccessFactors (select My Benefits).

You can also contact Alight Smart-Choice Accounts through the Primo Brands Benefits Service Center at 1-833-75PRIMO (1-833-757-7466), option 2, 8 a.m. to 8 p.m. ET., Monday – Friday.

It depends. You’ll only receive a new ID card when you enroll for the first time or change insurance carriers or coverage levels.

• If you enroll in Anthem or Cigna, you will not receive a print ID card. You can access your digital ID card when you set up your Anthem or Cigna account online or by app. You’ll receive a separate prescription drug ID card from CVS Caremark.
• If you enroll in Aetna, UnitedHealthcare, or one of the regional carriers, you will receive a print ID card. If you'd like to use a digital ID card, you can access that when you set up your Aetna, UnitedHealthcare, or other carrier account online or by app. For Aetna and UnitedHealthcare, you’ll also receive a separate prescription drug ID card from CVS Caremark.

For dental and vision (except VSP*), some carriers provide physical ID cards while others provide digital only. After you enroll, watch for instructions from your carriers about your ID cards.

* VSP provides no ID card—simply let your vision care provider know you are a VSP member.

If you don’t receive your physical ID cards by January 1 (from carriers that provide physical ID cards as noted above), you can access a digital ID card through your online carrier account and through the carrier’s app. You can find carrier contact information here.