Benefits Administration, Benefits Technology, Open Enrollment

2020 Open Enrollment Statistics Recap

January 7, 2021 | Winston

The past year has been challenging for everyone in the HR and benefits industry, and we want our clients and partners to know how we continued to invest in our services to ensure the 2020 open enrollment was a success. Therefore, as open enrollment has come to a close, and we have kicked-off 2021, our team shares a recap of enrollment statistics from our client’s employees’ 2020 Open Enrollment Period. 

First and foremost, at Winston, we are delighted to have helped several thousand employees navigate open enrollment to make more informed benefits decisions, seeing an increase of 13% from 2019 Open Enrollment. We had 85% utilize our HRally® platform to enroll and 15% through our call center. 

2020 Open Enrollment Statistics Recap:

Technology Services

In October, we launched our HRally® fully mobile app experience in time for the open enrollment season, giving employees access to benefits information wherever and whenever. As a result, we saw an over 100% increase in mobile use for enrollment by providing this timely need for our clients. 

• 20% of All Online Enrollments Were Mobile

Call Center Services

Each client has a team of dedicated, licensed counselors ready to answer all benefit-related questions to fill in the gaps for HR teams. Our Benefits Service Center saw an increase in employees utilizing the services up 13% from 2019.

• 17% of Calls for Benefits Explanations
• 53% of Calls for Open Enrollment Assistance
• 11,062 Total Call Hours

Benefits Participation

Due to the pandemic, we saw an increase in overall benefits enrollments from last year, up 12% from 2019, as employees took a more proactive role in their health and wellness coverage. Options like health-related Voluntary Benefits coverage (Critical Illness & Hospital Indemnity) and Flexible Spending Accounts (FSA) also saw increases with employees electing greater coverage and contributions due to these uncertain times.

$937 Avg. Annual FSA Contributions, +65% from 2019
• 10% Increase in Voluntary Benefit Elections from 2019

While the 2020 open enrollment season looked vastly different from those in years past, we value every opportunity to deliver customized benefits solutions for our clients to help their employees’ coverage needs.

Here are what employees said about the experience with our 2020 Open Enrollment Benefits Service Center:

“I had one of the most pleasant experiences speaking with my representative. She helped me navigate my benefits enrollment and not only was she incredibly knowledgeable and helpful throughout the process, but she added a personal and caring touch to the conversation…which is lacking elsewhere in our lives these days.”

“I just wanted to tell you what a great experience I had with my representative. I scheduled an appointment online and she called right on time. I asked her my questions…she was so pleasant and helpful. I have contemplated switching to another medical plan …she got back to me in a timely manner and I now feel reassured that I made the best decision for me and my family.”

• 94% of Employees Reported an Excellent Experience
92% of Employees Said they would Recommend our Services
93% of Employees Said the Call Center helped them Better Understand Benefits Options

Are you looking to streamline your year-round and open enrollment process?

Contact us to schedule a consultation to learn about how our platform and full capabilities can help your company in 2021.


Disclaimer:  This content is strictly informational and should not be used as specific advice on insurance products, legal, accounting, and/or tax related matters. Insureds should always contact the appropriate licensed professional for their insurance, legal, accounting, or tax needs.