It made me think: Why is it so easy to forgive Disney but so hard to forgive health care?

Part of the answer lies in how these institutions show up in our lives. Disney has continually evolved to meet people where they are, creating small moments of delight long before the big ones ever arrive. Health care, on the other hand, hasn’t built that kind of everyday trust; so when the big moments come, the gap is painfully clear.

When systems fail, we rarely “forgive and forget.” That’s because, unlike Disney, health care hasn’t earned our trust in everyday moments.

Research shows nearly 60% of employees don’t understand their benefits, and 40% of U.S. adults defer care, which only makes their health worse. As a result, by the time an employee reaches a “tentpole” moment like an ER visit or surger, they’ve often already delayed care, shouldered out-of-pocket costs, and struggled to navigate the benefits and health care options available. So by the time support finally does kick in, it’s too late to rebuild trust.

Health care benefits started with standard offerings: medical, dental, vision — basic coverage for all. The “cable” era came when we began offering point solutions targeting specific needs like mental health, diabetes and fertility.
While these programs offered more tailored support, they also introduced complexity — both for HR teams and employees. Managing a growing roster of niche vendors, each with its own unique platform, login, and integration requirements, has become a logistical headache. For employees, benefits often feel fragmented and confusing, leading to low awareness, low utilization, and high frustration.

That fragmentation becomes especially painful in the moments that matter most. But it doesn’t have to be this way.

When Disney introduced streaming on Disney+ to provide hyper-personalized, on-demand viewership, it didn’t undermine its parks or theatrical business. Instead, it deepened customer loyalty.

Similarly, employers and payers that move toward benefits that engage people throughout the health care journey and support people between the big medical moments will reduce complexity and build healthier, more loyal workforces — one small moment at a time.

Just as streaming services like Disney+ build allegiance between major theatrical releases and trips to the parks, health benefits should support people between their big medical moments. Benefits should feel seamless, accessible, and personal, so that people feel supported, not abandoned, especially when the big stuff hits.

Fortunately, there are ways to do this, including adding the element of time into the health care equation. By giving people more time to pay for care, particularly without interest or fees, it increases their ability to afford and access care when they need it, both for emergencies and for everyday life.

That’s the power of emotional equity — of building trust and delight every single day. Imagine if the long waits, big bills and uncertainty of health care could be met with that same sense of assurance. Imagine if the hurdles and complications could be softened — or even forgotten—not with the click of a remote, but with the swipe of a card.

That’s not just a better benefits model. It’s a better social contract.

Anne Hatfield is the Vice President of Growth at Paytient, where she helps employers connect more meaningfully with their people by expanding benefits to include simple, powerful levers that improve access and affordability.