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Employee complaints cited as top driver for switching HSA providers
In a survey of more than 300 HR professionals, 41% pointed to employee experience as the main frustration, with technology limits also cited by 40%.
Employee feedback is emerging as the leading reason HR teams reevaluate and potentially switch health savings account (HSA) and flexible spending account (FSA) providers, according to a survey cited by Insurance Business.
The study by InComm Benefits found that 73% of more than 300 HR professionals said employee feedback is the top factor when assessing spending account providers. Among the specific sources of dissatisfaction, the employee experience ranked first at 41%, followed by technology limitations at 40%, integration issues at 33%, and customer service at 31%.
The outlet also highlighted how those gaps translate into workload for HR teams. More than half of respondents, 58.5%, said they regularly field employees’ questions about spending accounts, most often related to eligible purchases, claims submission, account usage, and rollover rules.
Insurance Business said faster support response times were the top requirement HR professionals want from prospective providers, with dedicated client support management second and the ability to engage employees third. On product improvements, 55% called for more flexible benefit options, while 52% each cited simplified education and better technology to improve the employee experience.