The employee benefits industry has long been capable of change. Employees, employers and carriers alike have adapted to the prevailing trends of what people value most at any given time.

Now, the changing nature of work and the shifting priorities of employees is being felt by the employer, the carrier and in the way these three entities interact. As a result, we are seeing the employee benefits industry adapting rapidly to meet these demands by providing a greater emphasis on integrated leave management, flexible benefits and digital customer experience.   Employers are battling for talent and the employee benefits they offer are an important attraction for their potential employees.

COVID-19 is pushing digital

Every facet of the benefits industry, from the employer, the employee, and the broker through to the carrier, has adapted to a new reality in the face of COVID-19. Namely, in the absence of in-person business taking place, every point of interaction needs to be available and quickly executable remotely. Some carriers have been working towards an all-digital transition for years,but COVID-19 has significantly accelerated the need for delivering an end-to-end solution and consistently superior digital customer experience – from quotations through to claims management.