InComm Benefits, the benefits division of global payments technology company InComm Payments, has published new research highlighting a disconnect between employees’ expectations for spending accounts, including Health Savings Accounts (HSAs), and the level of support HR teams receive from providers in managing those benefits effectively.
The study, which surveyed more than 300 HR professionals*, found that the quality of the employee experience has emerged as the leading consideration for HR decision-makers when assessing and selecting spending account providers.
Key findings from the research include:
The study, which surveyed more than 300 HR professionals*, found that the quality of the employee experience has emerged as the leading consideration for HR decision-makers when assessing and selecting spending account providers.
Key findings from the research include:
- 73% of HR professionals identified employee feedback as the most important factor when reviewing their spending account providers.
- Employee experience ranked as the biggest source of frustration for HR professionals when dealing with spending account providers.
- Almost six in 10 HR professionals said employees regularly raise questions or concerns about their spending accounts. Common areas of confusion include eligible expenses, submitting claims, using accounts, important deadlines and rollover policies.
- 55% of respondents said greater flexibility in benefit options could enhance the employee experience. Meanwhile, 52% pointed to clearer and simpler benefits education, and another 52% highlighted improved technology as areas for improvement.
- 55% of HR professionals said they were enthusiastic about the potential of AI tools within their departments, while 57% reported already using AI for benefits-related education or training.
“Employees are not necessarily disengaged from their benefits. Many are simply unsure how to use them,” said Dave Etling, SVP and GM of InComm Benefits. He noted that questions surrounding eligibility, claims and reimbursement requirements often lead employees to turn to HR teams for assistance.
According to Etling, spending account providers can play a greater role in making benefits easier to understand and use. By simplifying processes and providing stronger support, providers can reduce the administrative workload for HR departments while giving employees greater confidence in managing their benefits.
The findings also underline the wide range of responsibilities handled by HR teams, which extend well beyond benefits administration to areas such as hiring, internal communications, payroll, insurance programs and regulatory compliance.
With HR departments balancing these competing demands, organizations increasingly expect spending account providers to offer more than basic account management. Responsive customer support, dedicated account representatives, user-friendly technology and effective employee education are becoming increasingly important components of a successful benefits experience.
According to Etling, spending account providers can play a greater role in making benefits easier to understand and use. By simplifying processes and providing stronger support, providers can reduce the administrative workload for HR departments while giving employees greater confidence in managing their benefits.
The findings also underline the wide range of responsibilities handled by HR teams, which extend well beyond benefits administration to areas such as hiring, internal communications, payroll, insurance programs and regulatory compliance.
With HR departments balancing these competing demands, organizations increasingly expect spending account providers to offer more than basic account management. Responsive customer support, dedicated account representatives, user-friendly technology and effective employee education are becoming increasingly important components of a successful benefits experience.
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