Consumer Insights Report

Confident and Wrong.

Your employees are getting AI benefits advice every day. Half of it is inaccurate. And when it costs them money, they expect you to cover it.

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90%

of employees already use AItools for health and money decisions

51%

say the advice they received was not completely right

57%

expect their employer to cover costs from an AI error

1 IN 4

faced unexpected out-of-pocket costs — some exceeding $2,500

The problem

AI didn't wait for HR's permission. It's already your employees' benefits advisor.

Before they call HR. Before they read the plan document. Before they visit the carrier portal, they ask ChatGPT. And while genuinely remarkable, general AI tools were never built for the complexity of benefits. They know how insurance generally works, not how your plan actually works. This gap is where the damage happens.

Key findings

What 1,121 employees and HR leaders told us about AI and benefits

of employees expect employer-provided AI to know their specific benefits.

say it's their employer's job to ensure that digital benefits tools are accurate.

of employees say an employer-provided AI benefits mistake would be their employer’s responsibility

What's inside

The evidence you need to move to purpose-built benefits AI

Right now, your employees are using general AI to make benefits decisions. And every wrong answer is a potential surprise bill, a missed deadline, or a coverage gap your HR team will spend hours cleaning up.

This report gives you the evidence and framing to take the next crucial step towards purpose-built benefits AI.

Why nearly all employees expect employer-provided AI to know their specific plan, and what happens when it doesn't

The real financial harm: what inaccurate AI guidance costs employees, and what that cost means for your HR team

What purpose-built benefits AI actually requires, and why plan-level intelligence and data orchestration is the only thing that closes the gap

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Download the full findings

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