More than two-thirds (70%) of employees chose to enroll for their 2003 benefits via the Internet, exactly the same percentage as last year, according to the Lincolnshire, Illinois-based consultant. However, that is a dramatic increase from just 51% in 2001, and a mere 36% in 1999.
In 1999, Internet usage was a near-equal partner with sister enrollment mediums, interactive voice response (IVR) and call centers, which at the time were used by 30% and 34%, respectively. However, the expanding use of the Internet has led to a sharp decline in the alternative mediums. Just 8% used an IVR this past enrollment season, and only 23% used a call center for the 2003 enrollment season, according to Hewitt.
The expanding use of the Internet is not just a participant phenomena, however. Hewitt notes that the number of companies offering Web enrollment has increased by 36 percentage points since 2000, and has nearly tripled since 1999. Roughly one-in-five companies that offered enrollment had more than 90% of their employees choose the medium. And, of those firms offering Internet enrollment, nearly three-quarters (72%) don’t bother with paper confirmation statements.
Hewitt’s data found that the vast majority, some 93%, of workers enrolling for benefits online were satisfied with the overall enrollment process, while:
- 95% were satisfied with the ease of enrolling and the time it required
- 80% felt they had access to all of the information necessary to enroll.
Additionally, Hewitt found that 26% of retirees used the Internet during enrollment.
Hewitt enrolled more than 9 million employees and their dependents on behalf of nearly 115 companies this past enrollment season, which typically takes place between late September and early December.