People Still Want to Talk to People: Why Our Call Center Enrollment Support Matters

There’s this myth that because everything’s online now, people don’t want help—they just want speed. Click, click, done.

And sure, some do. Especially when it works.

That’s why we built our online enrollment platform to be clean, intuitive, and easy for employees to use—any time, from any device.

But let’s not kid ourselves.

When it comes to something as important and personal as healthcare benefits, a lot of people still want to talk to a real person.

Not a chatbot. Not a help article. A human.

That’s why every client in our program gets access to our dedicated enrollment support team—real people, trained to walk your employees through their options, explain how the plan works, and even enroll them over the phone if they want help.

And it’s not an extra cost. It’s just part of how we do things.

Benefits Are Complicated. Help Shouldn’t Be.

Even the best plan in the world won’t work if employees don’t understand it—or don’t use it.

Let’s face it: benefits are full of confusing terms, unfamiliar choices, and a bunch of acronyms no normal person wants to decode. Now layer on the pressure of making those decisions for your whole family… while sitting in a break room on your lunch break… trying to enroll on your phone.

Here’s what the research says:

• 57% of employees say open enrollment is stressful and confusing (MetLife, 2024).
• 2 in 3 workers say they’re not confident in choosing the right health plan (LIMRA, 2023).
• Only 35% of employees say they fully understand their benefits (Edelman Trust Survey, 2023).

And that’s why just having a good platform isn’t enough. Support matters. A lot.

What We Do Differently

When a new hire joins or open enrollment rolls around, here’s what our clients get:

✅ A friendly, knowledgeable team member ready to walk their employees through the process
✅ Phone support for employees and family members, not just the person on the plan
✅ Clear explanations, plain English, and help navigating complex choices
✅ The option to enroll right over the phone, with no extra steps or systems
✅ No extra cost—it’s all part of the program

Whether it’s a single parent with questions about pediatric coverage, a new employee comparing plans for the first time, or a spouse who’s not sure what documents are needed—we’re there to help.

This isn’t just good service. It’s smart business.

Because when employees understand their benefits, they’re more likely to use them wisely—and avoid costly surprises down the road.

Human Support, Scaled

We know that not every employee wants or needs to talk to someone. Some folks love the platform, fly through it, and never look back.

But for those who do need help—or just want someone to confirm they’re making the right choice—it makes a world of difference to know there’s a real person they can call.

We built our model to offer the best of both worlds:
Tech when you want it. People when you need them.

And that approach consistently earns us high marks from the clients and employees we serve.

Bottom Line

At Kennion, we believe benefits should be clear, accessible, and human.

Our enrollment support team is just one more way we bring that belief to life—making sure your people aren’t left alone with a confusing system and a deadline.

Whether it’s a brand-new hire or a 10-year employee reviewing their options again, they deserve real help.

And that’s what they get. At no extra cost. Just part of doing it right.

If you’re tired of doing the same thing and getting the same results, maybe it’s time to think differently. That’s what we do here at Kennion. We bring options, experience, and a commitment to actually fixing what’s broken. Want to know if it could work for your business?