A new Future of Benefits Study from The Hartford finds that many U.S. workers are unsure they are choosing the right employee benefits, and younger employees are increasingly looking to AI tools for help. The study found that 17% of workers used AI during open enrollment, with Gen Z making up more than half of those users.
For claims professionals, the trend matters because benefit confusion can affect expectations after a loss, illness or disability claim. Workers who rely on general AI tools may misunderstand plan limits, supplemental coverage, exclusions or out-of-pocket costs, especially when the tools do not have access to employer-specific plan documents.
The Hartford also found that financial pressure is driving more interest in supplemental health benefits. Many workers said they worry about future medical costs, daily expenses and unexpected health events. That may increase the importance of clear enrollment materials, accurate decision-support tools and accessible claims guidance when employees later file claims under accident, critical illness, hospital indemnity or disability coverage.
