Growing up an Army brat, I experienced a rude awakening after getting my own insurance. The world of civilian healthcare was nothing like base where things felt predictable and I didn’t pay anything when I arrived. In fact, my first visit to a doctor was a house visit. Not the kind you’re thinking about, though.
I selected my primary care doctor without thinking to search their office or read reviews. There were 3 options. One was closest, so easy choice. That one. It was all good until I actually had to use the doctor. The day of my appointment, the GPS directed me to pull into a long driveway. This is back in the days of Garmin and MapQuest. I was sure I had the wrong place. But after triple checking the number and street name, I was in fact there.
When I walked in, I knew I had made a mistake. There was a living room turned lobby with a lot of coughing people. The doctor’s “office” was the master bedroom and included an exam table and a makeshift desk that looked a lot like the ones at my high school. After getting my prescription, I quickly left. I also did a little more research to get a new primary care doctor.
Reality: Health Insurance Can Be Confusing
It’s not just Army brats that are confused by benefits programs. Most people don’t quite understand what they’re getting when they sign the dotted line to participate in your health insurance program, whether they end up on a creepy house call or not. According to a 2023 survey conducted by Employee Benefit Research Institute (EBRI), 22% of employees acknowledged they did not understand their benefits at all. Over 40% said they had little understanding. That adds up to 60% of the workforce that doesn’t get those complex plan details.
When people don’t understand the benefits program, it doesn’t matter how good those benefits were - they wouldn’t use them to take care of themselves. That’s why 30% of benefits offered by employers go unused (SHRM, 2023). The problem with that? Healthy people are more satisfied and productive.
A study by the National Business Group on Health (NBGH) found that companies with high levels of employee benefit utilization saw a 10-15% increase in overall employee satisfaction and productivity (NBGH, 2023). That means that better education and communication about benefits could not only improve employee engagement but also improve the business outcomes.
Provide Resources & Examples
Thinking back on my naive self, I really wish there were more resources to help folks that don’t understand beyond the standard packet and an open enrollment meeting. It starts during recruiting. Everyone says “we offer benefits,” but I’ve never had someone talk to me about them before I signed an offer letter beyond a high level overview that sounded like buzzword bingo.
Then, talk about benefits at onboarding. It’s more than “you select them here.” Provide health insurance and benefits education sessions that are focused on utilization, not just awareness. Show them how easy it is. Talk about the ways you know employees use those benefits.
Education isn’t one and done. Provide ongoing education sessions and get more basic than you think. Remember, you influence benefits for an entire company. Most people don’t have the intel you do. Look into leveraging tools, too, like personalized benefits portals and on-demand educational materials. It doesn’t have to all be manual heavy lifting.
