Brace yourself. It's almost that time of year when many of you are scared out of your minds and deathly afraid of things that go bump in the night.

Appropriately enough, open enrollment begins on the day after Halloween. Human resources professionals will be squeezed among brokers loading them with information, management determined to hold the line on expenses and employees trying to figure out what it all means. No wonder so many of them will feel like zombies when it all ends next Jan. 31.

After Labor Day, most employees are energized from their summer vacations, are back into a routine with their kids in school and are looking forward to football and the upcoming holiday season. Then they see re-enrollment approaching like a freight train.

Many of them would rather visit their in-laws than face another open enrollment. Following are a few things that employees hate most. Savvy HR professionals will come up with a plan to head many of them off at the pass.

1. What do I Have Again?

HR people who live and breathe benefits may be surprised to learn how many employees are clueless about what they chose last year, or at least are not familiar with their voluntary benefits. It's helpful to provide them with a succinct benefit summary to review before re-enrollment opens (yes, they already should have this on hand). Be sure they review all costs for health care services, including spousal and dependent coverage.

2. Meetings, Meetings, Meetings!

Meeting season usually precedes re-enrollment season. Some employees may enjoy a brief break from their routines, but most would rather stay focused on the task at hand than be disrupted. One major problem with broker meetings is that the information can quickly become repetitive, conflicting or confusing. Even if the information is presented clearly and concisely, it is often tailored to a general audience and doesn't address an employee's specific needs. Always strive to reduce time spent in general meetings and increase accessibility to answer individual questions.

3. Too Many Choices

The good news in the benefits industry is that consumers have more choices than ever. The bad news is also that consumers have more choices than ever. Evaluating numerous options and reaching a decision can be time-consuming and confusing. No wonder some employees simply opt to continue the package they had the previous year, even if it means leaving possible benefits or cost savings on the table.

4. PPACA Misconceptions

Be honest. Do you fully understand the Patient Protection and Affordable Care Act and all of its ramifications? Neither do most employees. Many do not understand how it works or how it meshes with their coverage at work. Familiarize yourself with health care reform regulations and use open enrollment as a time to talk frankly about the potential impact of the law on your organization's health insurance coverage, eligibility and costs.

5. Too Much Paperwork

No matter how much brokers try to streamline the process, there is no way to avoid the reams of paperwork associated with re-enrollment. More than 30 percent of employees say there are too many forms to complete, according to a PlanSource survey. It gets even more complex when some forms must be reviewed and signed by a spouse. Remember, although you deal with paperwork every day, many employees do it only once a year. Be patient and willing to help them wade through the sea of forms.

6. Confusion

This is a catchall problem, but 20 percent of employees say the information they receive explaining their benefit choices is confusing. Survey after survey has found that consumers are confused about both the enrollment process and their own benefits. Many lack basic knowledge and fail to ask questions about what they're getting in their policy before they enroll. Create an environment where questions are welcome and employees are not intimidated to admit they need help.

7. Not Knowing The Lingo

HR professionals throw around terms such as deductibles, copay and voluntary benefits every day. Many employees rarely use them and may be hard-pressed to know what they mean. In addition, many employees don't understand the changes to their policies in the open enrollment process. Providing definitions and examples of co-payments, deductibles, co-insurance and out-of-pocket maximums is helpful. Avoid jargon and use language that everyone understands.

8. Technophobia

It's easy to assume that everyone is up to speed on technology in 2015. However, many employees don't work in high-tech positions and may find it intimidating to attempt online enrollment. Twelve percent of employees told PlanSource that the online enrollment system they use is difficult to navigate. Not only do they grow frustrated, but they are also wasting productivity while attempting to enroll. Provide the help they need without being condescending. Remember, they likely have other skills that you don't possess.

9. Cost Calculations

Re-enrollment always involves a trade-off between costs and benefits. Unfortunately, these can be difficult to calculate, especially if spouses or children are involved. For example, one survey found that only one in five consumers said they could correctly estimate the cost of a routine office visit. Take-home pay is the bottom line for many employees, and they may be hesitant to make changes that alter that amount, even if it saves money in the long run. Communicate clear cost information to employees so they understand what they will need to pay and how their benefit is changing.

10. Poor Communication

Stop us if you have heard this one before, but poor communication remains at the root of countless workplace issues. Be sure to communicate information about your company's benefits coverage, including the current level of premium that you cover, and any expected changes to benefits that you are making or considering. Your employees will appreciate an upfront and honest approach, even if the changes aren't necessarily positive.

Frustrated employees are less productive, while satisfied ones will run through a brick wall for their company—and this applies to the HR department just as much as any other. If employees grow frustrated and make the wrong decisions while re-enrolling, can you guess who they will come to for solutions?

Taking a few steps to make re-enrollment less painful this fall will go a long way toward making HR professionals happier next Feb. 1.

Instant Insights /

10 Things Employees Hate about Enrollment

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