When it comes to benefits communications, employees mostly prefer electronic options. But just in case, they still desire that human touch.
That’s the latest findings of a report by Avon-based Eastbridge Consulting Group, a marketing advisory firm serving insurance and financial services organizations. It found the types of communication most commonly used by employers are emails and newsletters, information provided via the employer website or mobile app, and group meetings. However, employees consider emails and newsletters, group meetings and one-on-one meetings with a sales rep or benefits counselor to be most helpful.
Eastbridge said employees, when asked which of several ways they prefer to learn about voluntary benefits, top response was “on my own through information sent by my employer (emails, newsletters, etc.),” followed by “speaking with someone in person” and “on my own via Internet or intranet.” In addition, employees want to be able to access standard benefits information (i.e., networks, deductibles, etc.), to file a claim and then to track the status of a claim electronically.
The study also found that:
- Nearly half of those surveyed completed their enrollment form or application via the Internet or intranet, compared to less than a third of those surveyed in the 2013 survey.
- Employees who enrolled on their own via paper or with a rep on paper had the lowest levels of satisfaction; however, the presence of a rep along with a paper application process is still viewed as a significant improvement by employees versus doing it on their own.
- Employees who enrolled with a benefit rep via a laptop indicated the highest level of satisfaction with the enrollment process.
