We recently conducted a third-party survey with some of our advisors where we asked what they liked and disliked about myHSA. Many advisors shared that they appreciate the self-serve access to client information, and how their clients and plan members can do the same. After a bit of digging I now understand that this is a bit of an anomaly. Since the survey, this topic has really been top of mind, and a recurrent theme in many conversations I am having. I can’t help but feel that it should be obvious, people should understand the coverage and have access when they want or need it, yet the idea remains foreign to most providers. Even with all the technology introduced to the insurance world, little effort has been put toward making information more accessible and understood.

Funnily enough, I used to think that the advisor actually wanted the provider to do it all. I now know that is not the case. In most cases, the information is just so hard to access, that asking the provider is the only option. Without a self-serve option to resolve a client or plan member inquiry, advisors can’t offer their client the level of service they want to, as they contend with 1-800 numbers, emails, and voicemail. Even the simplest tasks and questions can often take days to resolve. At the end of the day though, nobody is asking for the most beautiful interface, they just want to be able to access the information they need.

It’s difficult to understand why the insurance industry forgot about the employee, as without them there’s no need for the insurance. Why do they have to go through hoops to get a simple answer about their coverage? It’s no wonder why nearly every day there’s a story on the news of a person with their insurance claim denied. At what point will the employee understand their insurance and have access to find the answers themselves?

Tim Kane CEO & Founder myHSA