Enhancing Self-service Enrollment

Voluntary benefit participation was predictably low due to the lack of understanding that can be association with self-service enrollment.

Facts of Enrollment

A 3,000-life consumer finance group across multiple cities in over thirty states instituted its first Self-Service implementation - Benefits Connect. We anticipated that voluntary benefit participation might be low due to the lack of understanding about the new benefits.

The Challenge

  • Onsite communication was not feasible

  • Company instituting its first self-service enrollment but with it wanted a 2nd point of

    engagement and confirmation within 24 to 48 of each employee’s respective elections

  • Finding a solution to increase the appreciation of the new voluntary benefits

The Solution

  • Outbound courtesy calls to each employee who had self-served within 24 to 48 hours of their online election, confirmation of benefits with a consent to record with each employee and delivery of a secure folder with all MP3 files at end of the project for the benefits team to refer to as and if needed

  • A double confirmation of benefit elections for each employee

  • Our call center counselor assisted employees with any questions they had on the new benefits: accident and whole life.

The Result

  • Wrote $320,000 in annual premium on voluntary benefits

  • Educated employees on the value of the voluntary benefits offered

  • Successful courtesy confirmation for all employees who elected the core and voluntary benefits.