As open enrollment season ramps up across the U.S., New York Life Group Benefit Solutions released results from its annual survey exploring employees’ benefits preferences. The findings reveal that while AI and digital tools are gaining traction, employees still strongly prefer human support—especially for life’s most sensitive and complex situations.
Human Guidance Still Rules
The survey shows a clear pattern: employees lean on humans when handling personal or high-stakes issues.
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62% prefer human support for sensitive life events such as bereavement, caregiving, mental health, pregnancy, or childcare.
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54% favor human guidance when resolving billing or claims issues.
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Less than 10% want AI-only assistance for benefits-related needs.
Even when combined with technology, human support remains central:
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70% prefer either human-only (39%) or hybrid human + AI/digital (31%) for understanding time-off policies.
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68% want human-only (37%) or hybrid support (31%) when enrolling in new benefits.
“These results make clear that despite the proliferation of AI and digital benefits tools, employees still want empathy and support from real people during critical life moments,” said Orla Nixon, Head of Claim Operations at New York Life Group Benefit Solutions. “Technology should enhance, not replace, the human touch.”
Top Benefits Employees Value
The survey also tracked the five benefits employees most desire, with minor shifts from 2024:
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Employer match on a 401(k) or other retirement savings plan – 70%
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Supplemental health insurance – 46%
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Flexible work arrangements – 44%
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Mental health support/resources – 41%
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“Add-on” life and disability insurance – 32% (up from long-term care insurance)
Interest in financial education also grew, with 28% of respondents citing it as a key workplace benefit, up from 22% last year.
Knowledge Gap Persists
The survey underscores a persistent benefits knowledge gap:
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Only 43% know how to enroll in benefits.
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36% feel extremely knowledgeable about which benefits cover their needs.
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Just 32% understand each benefit’s features or cost.
“With new and evolving solutions, education remains key,” said Nixon. “Open enrollment is just the starting point. Employers that help close the knowledge gap year-round foster a culture of well-being and prepare employees for the moments that matter most.”
Survey Methodology
The survey was conducted online from August 23–25, 2025, among 858 U.S. adults with employer- or union-provided health insurance. Data were weighted to match demographic targets for gender, age, race, education, and region. The margin of error is ±3 percentage points.
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Business Wire, a Berkshire Hathaway company, is the global leader in press release distribution and regulatory disclosure. Public relations, investor relations, public policy and marketing professionals rely on Business Wire for secure and accurate distribution of market-moving news and multimedia. Founded in 1961, Business Wire is a trusted source for news organizations, journalists, investment professionals and regulatory authorities, delivering news directly into editorial systems and leading online news sources via its multi-patented NX network. Business Wire’s global newsrooms are available to meet the needs of communications professionals and news media worldwide.
