Employees Strongly Prefer Human Support in Benefits Guidance Despite Growing Introduction of AI and Digital Tools, New York Life Group Benefit Solutions Survey Finds

Business Wire

Employees especially favor human support when discussing sensitive life events (62%) and resolving billing or claim matters (54%)

Less than half of employees (43%) know how to enroll in employer-sponsored benefits

NEW YORK--(BUSINESS WIRE)--
As open enrollment season for employees across the U.S. is underway, New York Life Group Benefit Solutions today introduced results of an annual survey on the benefits preferences of employees. The findings suggest that human-centric, technology-enabled benefits guidance is key to meet the needs of American employees and close the benefits knowledge gap.

Human guidance still central in benefits support

Sixty-two percent of respondents have an especially strong preference for human support when discussing sensitive life events. Examples include bereavement, caregiving, childcare, mental health and pregnancy. Fifty-four percent express a notable preference for human support when working to resolve a billing or claim matter.

Other findings suggest employees want options, with human support consistently ranking at the top:

70% of employees favor only human support (39%) or a combination of artificial intelligence (AI), digital and human support (31%) in understanding time-off policies
68% favor only human support (37%) or a combination of artificial intelligence (AI), digital and human support (31%) when enrolling in new benefits
Less than 10% are interested in AI-only support in attempting to address their various benefits-related needs

“These results make clear that despite the proliferation of AI and digital benefits tools, when it comes to life’s most personal and sensitive moments, people want to feel supported by another human being,” said Orla Nixon, head of Claim Operations at New York Life Group Benefit Solutions. “Technology plays an important role in creating efficiency and expanding access, but it should not replace the compassion and empathy employees rely on during critical times.”

Employees’ five leading workplace benefits

The second annual survey tracked the top five benefits employees are most interested in receiving from their employers. While the first four remain consistent with 2024 results, “add on” life and disability insurance replaced long-term care insurance as the fifth most desired benefit. Additionally, responses for financial education support increased from 22% to 28%, as financial wellness becomes a growing topic of importance within the workplace:

Employer match on a 401(k) or other retirement savings plan (70%)
Supplemental health insurance (46%)
Flexible work arrangements (44%)
Mental health support/access to resources (41%)
“Add on” life and disability insurance (32%)

Ongoing need for education

The survey points to a continuing knowledge gap among employees, consistent with last year’s survey results. Less than half of employees (43%) report knowing how to enroll in benefits through their employers. Barely one-third (36%) feel extremely knowledgeable about which benefits they need to enroll in to cover their needs. The knowledge gap is further displayed by only 32% feeling extremely knowledgeable for what each benefit offers and 32% having an understanding of individual benefit cost. With new and evolving solutions and increasing market complexity, education remains key.

“Open enrollment is just the starting point,” said Nixon. “When employers prioritize closing the knowledge gap and creating a benefits experience that fits their employees’ unique needs throughout the year, they’re fostering a culture of wellbeing that prepares people for the moments that matter most.”

Survey Methodology: This survey was fielded between August 23-25, 2025 among 858 adults who receive health insurance through their own or spouse’s employer or union. The interviews were conducted online and the data were weighted to approximate a target sample of adults based on gender, age, race, educational attainment and region. Results from the full survey have a margin of error of plus or minus three percentage points.

ABOUT NEW YORK LIFE

New York Life Insurance Company (www.newyorklife.com), a Fortune 100 company founded in 1845, is the largest mutual life insurance company in the United States¹ and one of the largest life insurers in the world. Headquartered in New York City, New York Life’s family of companies offers life insurance, disability income insurance, retirement income, investments, and long-term care insurance. The company holds the highest financial strength ratings currently awarded to any U.S. life insurer by all four major credit rating agencies². Groups Benefits Solutions is a business group within New York Life.

1 Based on revenue as reported by "Fortune 500 ranked within Industries, Insurance: Life, Health (Mutual)," Fortune magazine, 6/2/2025. For methodology, see https://fortune.com/company/new-york-life-insurance/

2 Individual Third Party Ratings Reports as of 9/30/2025: A.M. Best (A++), Fitch (AAA), Moody’s Investors Service (Aa1), Standard & Poor’s (AA+).