Improve benefits outcomes through better service.
Quick takeaways
For many employers, controlling benefits costs is an important priority. But when service challenges begin to disrupt enrollment, administration, and employee experience, the lowest-cost option may not provide the greatest value. One manufacturing company discovered that a service-first approach helped strengthen employee confidence, improve benefit participation, and uncover additional protection opportunities for key employees.
The employer’s benefits strategy was heavily focused on controlling costs. While the existing carrier initially appeared to meet that objective, ongoing service issues began to frustrate both leadership and employees.
Recurring installation errors, billing discrepancies, delayed service responses, and limited employee education negatively affected the overall benefits experience. A technology-only enrollment strategy further reduced employees’ opportunities to understand their options and make informed benefits decisions. As confidence in the program declined, the employer began searching for a different approach.
- Enrollment and administration issues were creating inefficiencies and employee frustration.
- Employees lacked sufficient education and support during the enrollment process.
- Leadership wanted a more dependable long-term benefits partner, even if costs were higher.
Based on a recommendation from a trusted colleague, the employer evaluated Principal® as an alternative carrier. Although pricing exceeded that of the incumbent provider, the organization prioritized operational reliability, dedicated support, and a long-term partnership over cost alone.
The implementation focused on creating a seamless experience from onboarding through ongoing administration. The Principal team worked closely with the employer to help ensure accurate installation, coordinated enrollment support across both locations, and provided continued training and service after enrollment ended.
- Precise onboarding and installation support to reduce administrative errors
- Dedicated service team engagement from implementation forward
- On-site enrollment meetings at both locations
- Clear, employee-friendly enrollment materials and personalized assistance
- Enrollment results reporting and service platform training
- Ongoing payment administration support
- Implementation of Principal Absence Management within 90 days to support leave administration and tracking
The results exceeded expectations across multiple measures. Premium volume surpassed initial projections by more than 45%, while revenue exceeded expectations by 57%, totaling approximately $65,000. Employee engagement also increased substantially, with 81% of employees enrolling in at least one voluntary benefit.
Participation increased across several benefit offerings, including dental, vision, voluntary term life, critical illness, accident, and hospital indemnity insurance.
The enhanced employee engagement also uncovered additional planning opportunities. During the review process, highly compensated employees were identified as being underinsured through existing long-term disability and group life insurance coverage. Because Principal provides both group and individual protection solutions, the employer was able to implement individual GSI disability income insurance and GI term life insurance to help address those gaps.
- $457,000 in premium, exceeding estimates by more than 45%
- Revenue exceeded projections by 57%, totaling approximately $65,000
- 81% employee participation in at least one voluntary benefit
- Increased participation across multiple benefit offerings
- Additional executive benefit opportunities identified and implemented
Whether the goal is to improve participation, simplify administration, enhance employee education, or identify additional protection needs, Principal can help brokers and employers create benefits strategies designed for long-term success.