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:

“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.

American employers and employees face a pressing challenge: increasing workplace stress and burnout. This issue is compounded by rising healthcare costs, financial insecurity, and concerns about family well-being, as revealed in the 14th annual Aflac WorkForces Report. This long-running study, conducted by Aflac Incorporated, a leading provider of supplemental health insurance in the U.S., examines trends, attitudes, and experiences related to healthcare and workplace benefits.

Rising Workplace Stress and Burnout
The report highlights that nearly 60% of American workers experience burnout, with younger generations feeling its effects more acutely. Among millennials (ages 28-43), 66% report moderate to high burnout levels, compared to 55% of Gen X (ages 44-59) and 39% of baby boomers (ages 60-78). Additionally, the percentage of employees reporting high stress rose to 38% in 2024, up from 33% the previous year. Hispanic workers face disproportionately high stress levels, with 46% experiencing significant workplace stress compared to 37% in 2023. Burnout and stress are largely driven by heavy workloads (32%) and long work hours (27%), with some workers also reporting severe impacts such as post-traumatic stress and eating disorders.

Jeri Hawthorne, Aflac’s Senior Vice President and Chief Human Resources Officer, emphasized the importance of employers understanding the causes of stress and taking steps to support employees’ well-being both at and outside work.

Counterproductive Workplace Behavior
The report found that 50% of employees engage in at least one counterproductive behavior, often associated with "quiet quitting." These behaviors include neglecting tasks outlined in job descriptions and taking on unauthorized secondary jobs. Remote workers are more likely to exhibit these behaviors than their on-site counterparts, highlighting the need for employers to better manage workplace models to maintain productivity.

Financial Vulnerability and Anxiety
Financial insecurity remains a significant concern, with 70% of employees feeling anxious about the potential impact of a serious medical condition—up from 60% in 2023. Over half of employees cannot afford a $1,000 unexpected medical expense, with Hispanic (58%) and African American (59%) workers facing greater financial instability. Many employees underestimate the costs of serious medical conditions like cancer, with out-of-pocket expenses often exceeding $40,000—far higher than the $2,000 most anticipate.

Younger workers, particularly Gen Z (ages 18-27), are the most financially vulnerable, although there has been some year-over-year improvement in their ability to handle unexpected expenses.

The Role of Benefits and Supplemental Insurance
The report underscores the growing importance of comprehensive benefits packages in employee retention and satisfaction. A majority of workers (62%) would consider changing jobs for better benefits, even with a pay cut. The demand for supplemental insurance has reached its highest level in 14 years, with 93% of employees recognizing its role in financial stability and peace of mind.

Hispanic workers, in particular, value benefits that address family illnesses and health histories. These benefits significantly impact their productivity, job satisfaction, and overall loyalty to their employers.

Corporate Social Responsibility (CSR) and Employee Well-Being
Participation in employers' CSR initiatives positively impacts employee well-being, with 91% of workers reporting a beneficial effect. However, 25% of employees are unaware of their employer's CSR programs. Hispanic employees show greater interest in CSR efforts, with many viewing them as critical to their work experience. Improved communication about these initiatives can boost engagement, recruitment, and retention.

Conclusion
The 2024-2025 Aflac WorkForces Report highlights the crucial role of benefits in addressing stress, financial vulnerability, and workplace satisfaction. Employers are encouraged to adopt proactive measures, including enhancing benefits packages and implementing well-being programs, to better support their workforce in an increasingly challenging environment.

Click here to see additional survey findings.