Infographic: Benefits Navigation

IBI's Benefits Navigation research examines how employees access, understand, and make decisions about workplace health and wellness programs using analysis of survey data from 807 employed adults. The study quantifies navigation challenges, identifies employee preferences for support models, and establishes the business case for integrated benefits navigation platforms.

Highlights from IBI's study:

• More than 70 percent of employees report negative consequences from navigation difficulty, including stress, delayed care, and overpayment
• Support preferences are clear: only 16 percent prefer AI-only assistance, while 78 percent want some degree of human involvement
• Generational differences matter: Boomers strongly prefer personal advisors, Gen X shows highest openness to AI, and Gen Z favors hybrid models
• The expectation gap persists: satisfaction trails importance by 16 to 19 percentage points for price transparency and provider quality information
• Organizations can maximize impact through tiered support: AI for routine questions, human-assisted digital for moderate needs, and dedicated advisors for complex situations