Every claim tells a story.
Sometimes it’s about an employee recovering from a serious illness. Sometimes it’s about a family navigating the loss of a loved one. Sometimes it’s about protecting financial stability after an unexpected disability.
But from where I sit leading claims operations, claims often reveal another story—one that begins long before a claim is ever filed. Too often, employees discover they don’t fully understand the benefits they’ve elected, overlook coverage they already have, or realize too late that they declined protection they now wish they had.
Those experiences have led me to think differently about employee benefits.
I call it the Benefits Activation Gap: the disconnect between enrolling in benefits and confidently using them when life happens.
