[July 24, 2002]

On July 19, 2002, more than 1,000 hourly employees in Delta's two primary Northern California claims processing offices who are covered by a collective bargaining agreement voted to go on strike. Here are several important Questions and Answers about how the strike will affect participants in the Delta Dental Plan.

WORK STOPPAGE at DELTA DENTAL: Frequently Asked Questions

Q. Why is Delta's union on strike?
A. Delta and the union negotiating team reached an agreement on a collective bargaining agreement. Union leadership also recommended approval of that agreement. However, that agreement was not approved by the union members.

Q. Is PMI going on strike?
A. PMI employees are covered by a different labor agreement and are not on strike. Business as usual continues at PMI.

Q. How long will Delta's strike last?
A. Delta would like to resolve this situation as soon as possible and stands ready to resume talks at any time. In the meantime, the company has reassigned its management staff to focus on claims processing. Professional review and claims auditing functions will continue as usual. Phone service for Delta dentists and enrollees will be limited during this period to automated systems and recorded messages that offer alternate channels for retrieving eligibility and benefits information.

Q. Will claims and dentists get paid during Delta's current work stoppage?
A. Delta's first priority during this time is to pay dental claims, and all its management staff has been reassigned to meet this responsibility. While Delta's inventory of claims to be processed is likely to increase during the work stoppage, the goal is to process as many claims as quickly as possible to minimize delay in payment.

Q. I can't reach Delta on their customer service line. How do I get Delta benefits and eligibility questions answered?
A. Delta has reallocated its resources to process claims and therefore does not have its phone lines open. While we realize this presents a temporary inconvenience, we also did not want to subject our customers to long "hold times" on the phone. However, dentists and subscribers can still get benefits and eligibility information in several ways: from Delta's website at www.deltadentalca.org; from our toll-free number at 888-DELTA CS (888-335-8227), or from Delta's Benefax fax-back system at the same number.

Q. What if a patient has an emergency situation and the dentist needs to verify eligibility and is not able to inquire by computer?
A. If a patient is covered by PMI, then there will be no change to the way emergency services are handled. PMI's phone lines will also remain open during our regular hours of 5 a.m. to 6 p.m., Monday through Friday. Delta patients simply need to visit a dentist for treatment, as no preauthorization is required.

Q. Where may I get more information about the status of Delta's work stoppage?
A. Delta will keep its customers up to date as necessary through mailings and other communications. Any vital information will be posted on Delta's website at www.deltadentalca.org.

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