How to Bridge the Employee Benefits Knowledge Gap

A detailed dental plan? Check. A Healthcare Spending Account (HCSA)? Also check. But without the right understanding, these benefits are just text on a page. If employees don’t know how to use their benefits, they’re essentially walking around with a toolbox but with no instructions on how to use the tools inside.

A recent survey found that 70 per cent of professionals aren’t satisfied with their benefits package. On the flip side, 72 per cent of employers admit they don’t understand which benefits are most valued by their teams. Yet, over half of employees say their benefits impact their loyalty, satisfaction and productivity at work. In fact, 59 per cent believe that effective workplace benefits contribute to supporting their work-life balance.

The issue isn’t that employees don’t appreciate their benefits, it’s that many don’t know how to make the most of them. In fact, a recent survey found that over one-quarter of working Canadians (26 per cent) aren’t sure if they even have employer-provided benefits. Another 24 per cent admit they don’t understand their coverage well, and only five per cent of those with benefits rely on them as their main source of support for well-being needs.

Fortunately, there are ways to bridge the knowledge gap and make sure employees are not only aware of their benefits but also know how to use them. Closing this knowledge gap involves clear communication, education and reminding employees that benefits are important tools and resources that can improve their health.

Closing the Knowledge Gap

Here are a few steps employers can take to close this knowledge gap:

• Create a Communications Plan: Over 93 per cent of employers say they take a deliberate approach with their internal benefits communication, but only a quarter claim to have implemented a comprehensive benefits communications strategy. It’s easy to assume employees will read through lengthy benefits packages or fully digest the content of an employee handbook. However, in workplaces where many employees are multitasking, employers shouldn’t assume employees are sitting down with a fine-toothed comb to parse through all the text and fine print. Make it your objective to simplify, clarify and break down the information so it’s easy to read and understand. Use plain language, clear visuals and bullet points to outline important benefits. Rather than providing a lengthy document, consider creating a one-page summary or infographic that highlights the most important aspects of your benefits offerings. Also, keep in mind that pictures often speak louder than words. Consider adding visuals to make the content more engaging. A simple breakdown of how to access health coverage or what steps to take when filing a claim will go a long way in helping employees feel more confident about using their benefits.
  
• Offer Education Sessions: Providing employees with easy-to-read documents is a great start, but there’s a more proactive approach you can take by offering education sessions. These sessions don’t have to be long. Instead of a one-off, formal benefits presentation, consider hosting quarterly “Benefits 101” webinars, lunch-and-learns, or even informal office hours where employees can ask questions and get clear answers about their coverage. Cover things like how to access various benefits, the process of submitting claims, when to use specific types of coverage and common mistakes employees might make when using their benefits. When employees feel educated about their benefits, they’re more likely to participate in them, with participation rates for programs like Healthcare Savings Accounts (HCSAs) being three times higher among educated employees compared to those who feel uninformed.

• Make Benefits Accessible: Provide your employees with easy access to their benefits information online. Over 75 per cent of employers are using digital platforms to manage enrollment, which is a 24 per cent increase over the past three years. Whether it’s through a benefits portal or a mobile app, employees should be able to access their information anytime and anywhere. A self-service platform would allow employees to track their claims, check eligibility and understand the details of their coverage without needing to go through HR each time.
  
• Gather Feedback: Only 51 per cent of professionals say they’re satisfied with communications around their workplace benefits. Don’t wait until annual reviews to gather feedback on benefits satisfaction. Encourage employees to provide regular feedback on how well they understand their benefits and what areas they’d like more information on. You can do this through anonymous surveys or one-on-one check-ins. This will enable you to spot any issues or challenges before they become larger problems.

Helping Employees Take Advantage of Their Benefits

Employers have a responsibility to provide benefits packages, but also to make sure employees know how to make the most of them. When employees see that you’re actively supporting them in understanding their benefits, they’ll feel more engaged and will be more likely to take full advantage of the coverage available to them.

Contact us so we can work together to create strategies that work best for you and your team.

Suggested Reading

What Gen Z Really Wants from Employers

Canadians with a Benefits Plan Report Better Health: Survey

3 Ways to Make Retirement Benefits Work for Your Team

Additional Resources

Benefits wasted – 77% don’t fully utilize workplace benefits