BALTIMORE — Despite all the attention on benefits and conversations about what's wrong with the industry, there's still one common theme: frustration and confusion.

"Benefits are still very fragmented and frustrating to figure out and sort through," Howard Lapsley, consultant and partner at Oliver Wyman, said Thursday during a session at LIMRA's 2014 Group and Worksite Benefits Conference in Baltimore. "It's very much of a frustrating feeling for consumers and employers."

But with a surge of consumerism — driven in part by private exchanges — Lapsley anticipates that confusion will die down eventually.

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