Nearly three-quarters of human resources professionals say their job responsibilities have grown in recent years as they navigate an increasingly complex employee benefits landscape driven by fragmented regulations and technology challenges, according to a new study from The Hartford.
The Hartford-based property and casualty insurer’s 2026 Future of Benefits Study found that 73% of the 500 employers surveyed reported increased day-to-day responsibilities, with state-level leave laws and multiple carrier relationships adding a significant burden.
The study, conducted between Oct. 21 and Nov. 2, 2025, surveyed HR professionals who manage or decide employee benefits at their organizations.
The shift from federal Family and Medical Leave Act mandates to state-level requirements has created what the study calls a “patchwork” of regulations consuming strategic bandwidth.
Sixty-eight percent of employers said state-level leave laws have added significant complexity to their work, while 60% worry about maintaining compliance.
Managing multiple insurance carriers has compounded the challenge, with 64% of respondents calling it “difficult.” Forty-two percent identified resolution times as their biggest hurdle when working with carriers. Only 42% of employers expressed high trust in their current non-medical benefits carriers to resolve technology issues promptly and effectively.
In response, at least two-thirds of employers cited simplicity and cost as top drivers for selecting a single non-medical carrier, while at least 65% said they expect carrier solutions to deliver a streamlined employee experience, simpler enrollment and consistent communication.
Technology’s role in benefits administration is expanding, though adoption levels vary.
While 85% of respondents said they are still exploring how to most effectively use artificial intelligence in the workplace, 82% reported comfort using AI for some job functions.
However, an overwhelming 95% said they want digital tools for simple, transactional tasks while preferring human support for sensitive and complex issues. The need for human-centered support is particularly acute during claims and leave events, with 65% saying access to knowledgeable and compassionate human support is critical — rising to 74% among employers with more than 5,000 employees.
More than one in three employers cited integrated or connected claims as a top priority, a figure that increases among mid-sized and large organizations.
When eligibility, leave and benefits data are integrated, both employees and HR teams benefit from reduced delays and clearer processes, according to The Hartford.
The study had a margin of error of plus or minus 4 percentage points at a 95% confidence level.
