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CIGNA survey says online benefits not meeting employee needs

PHILADELPHIA - A recent CIGNA survey finds that 80% of employees are not able to manage their benefits online. The survey, entitled "Online Disconnect: Matching Web Benefits To Real Employee Needs," sampled 1,000 employees over age 18 and 200 employers nationwide. According to Cigna Chairman/CEO H. Edward Hanway, employees want...

By Staff Writer | Updated on July 02, 2002

PHILADELPHIA – A recent CIGNA survey finds that 80% of employees are not able to manage their benefits online. The survey, entitled “Online Disconnect: Matching Web Benefits To Real Employee Needs,” sampled 1,000 employees over age 18 and 200 employers nationwide. According to Cigna Chairman/CEO H. Edward Hanway, employees want personalized information tailored to meet their individual health and retirement needs-not a one-size-fits-all Web page. Among the findings, the survey found significant gaps between what employers offer and what employees want in their online benefits. While 57% of employers surveyed offer Web-based benefits services online- most employees indicate they are still processing benefits by mailing paper forms (67%), interacting with a phone system (53%) or working with benefits managers (58%). In addition, nearly half of workers surveyed with online access are now interested in taking a more active role in managing their health care and retirement benefits. Surprisingly, the survey also found that life-savvy “Baby Boom” workers are the most interested and active users of the Web to manage health and retirement issues – even surpassing tech-savvy “Generation Y” workers age 18-29 in embracing online tools.

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