Spending on a benefit is easy – knowing whether it works is the rarer discipline. With group insurance, luckily, you do not need a research institute: four simple indicators and one five-question pulse survey a year say more than any gut feeling.
Four indicators that actually say something
Awareness is the entry level: if half the team does not know they are insured, the benefit's retention power is zero – that is a communication problem, not a product problem. Perceived value shows how much it matters to them – it can differ by life situation and gives you pointers for fine-tuning the tiers. The number and topics of questions can be read from the notes of the programme's internal owner – we wrote about this in the article on the internal champion. The fourth indicator is the strongest: how did those who filed a claim experience the process? Ask for that feedback on a voluntary basis and without probing into health details – ask about the experience, not the diagnosis.
The annual pulse survey: five questions, two minutes
Anonymous, short, and it works on paper for shift teams too:
- Did you know that our company maintains group life, accident and fixed-sum health insurance for the team? (yes / no)
- How valuable do you consider this benefit? (1–5)
- Do you know where to turn with a question, and where to file a claim? (yes / no)
- How clear has the information been so far? (1–5)
- What would you change about the package or the communication? (free text)
One piece of advice on method: measure with identical questions year after year – comparability is worth more than a survey polished to perfection.
What to do with the results
Low awareness: repeat the elements of the launch campaign and strengthen the onboarding thread. Low perceived value: it is worth rethinking the package composition – the covers may be fine, they just may not speak about what matters to the team. Many recurring questions: the internal FAQ is missing or outdated. A poor payout experience: look at where the case got stuck – a routine claim is fastest on the insurer's own channel, and in stuck or disputed cases I help the client, as a broker, where I can. Take the numbers to the review on request: that is where measurement turns into decisions.
An honest yardstick to close with
The best signal is not in the survey: if colleagues mention the benefit unprompted – in a job interview, in an exit conversation, in the kitchen – the programme is alive. The most common questions and answers are also collected on the FAQ page; for the retention case we recommend the article on retention and recruiting.
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