Plan Administrator Research
The role of the plan administrator/benefits manager has greatly
expanded these days. Not only do they play a role in deciding
which benefits to include in their company’s package but
handle grievances, take suggestions, and act as intermediaries
between benefits providers and employees. They are key constituencies
in the voluntary market and a segment that should not be overlooked.
Eastbridge’s plan administrator research focuses on customer
satisfaction. This includes looking at how your services measure
up against your competitors and whether or not plan administrators
you work with are your “fans” or consider you another
problem. We also pay particular attention to service issues such
as lapsation to determine what can be done to prevent it.
To better understand our plan administrator research services,
below are some examples of projects we’ve recently completed.
Explored plan administrator interest in a web-based tool
for enrolling and administering a voluntary program.
This project involved determining if benefit managers of companies
with 10,000 or more employees would be interested in a web-based,
electronically administered product that allows employees to learn
about and enroll in voluntary life products directly on the web.
It involved collecting information on how these companies currently
administer their group and supplemental life programs and if they
would be willing to switch carriers to get the services offered
by our carrier client. The research also involved reviewing competitive
offerings currently in the marketplace.
Determined service issues causing whole account lapses.
A major insurer wanted to reduce the number of whole groups/accounts
it was losing and looked to us to find out what was really happening.
We interviewed plan administrators and were able to get past the
“we just weren’t interested anymore” responses
and to the real issues.
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