tech roundup
As open enrollment season is underway for employees across the U.S., a new study released by New York Life Group Benefits Solutions found that despite the growing availability of AI solutions, employees still prefer human-centric guidance to close the benefits knowledge gap.
The study found that 62% of respondents have an especially strong preference for human support when discussing sensitive life events such as bereavement, caregiving, childcare, mental health and pregnancy. Additionally, 54% of respondents expressed a notable preference for human support when working to resolve a billing or claim matter.
“These results make clear that despite the proliferation of AI and digital benefits tools, when it comes to life’s most personal and sensitive moments, people want to feel supported by another human being,” said Orla Nixon, head of Claim Operations at New York Life Group Benefit Solutions. “Technology plays an important role in creating efficiency and expanding access, but it should not replace the compassion and empathy employees rely on during critical times.”
When it comes to navigating benefits options, the survey found that 70% of employees favor human-only support while 39% opted for a combination of AI, digital and human support in understanding time-off policies. Additionally, 68% of employees said they favor human support, and 37% opted for a combination of AI, digital and human support when enrolling in new benefits.
According to the survey, less than 10% of employees said they would be interested in AI-only support in attempting to address their various benefits-related needs.
The survey also tracked the top five benefits that employees are most interested in receiving from their employers including employer match on a 401(k) or other retirement savings plan, (70%), supplemental health insurance (46%), flexible work arrangements (44%), mental health support and access to resources (41%) and finally “add on” life and disability insurance (32%).
While the first four results remain primarily consistent with the 2024 survey, “add on” life and disability insurance replaced long-term care insurance as the fifth most desired benefit. Additionally notable, the desire for financial education support increased from 22% to 28% as financial wellness continues to become a growing topic of importance within the workplace.
The survey also points to a continuing knowledge gap among employees, consistent with last year’s survey results. Less than half of employees (43%) report knowing how to enroll in benefits through their employers and barely one-third (36%) feel extremely knowledgeable about which benefits they need to enroll in to cover their needs.
“Open enrollment is just the starting point,” said Nixon. “When employers prioritize closing the knowledge gap and creating a benefits experience that fits their employees’ unique needs throughout the year, they’re fostering a culture of wellbeing that prepares people for the moments that matter most.”
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