Our News

If you’ve tried to get help from almost any company lately, you’ve probably noticed a frustrating trend: customer service seems harder and harder to find.

You call with a question and are greeted by an automated system. Press 1 for this. Press 2 for that. After navigating a maze of prompts, you’re directed to a chatbot or an online help article. What you really needed was a knowledgeable person who could listen, understand the situation, and help solve the problem.

Instead, you’re left repeating the same question to a system that doesn’t quite understand what you’re asking.

While technology has certainly made many things more efficient, it has also quietly replaced the human element that once defined good customer service.

And nowhere is that more frustrating than in healthcare.

Healthcare Isn’t a Simple Customer Service Issue

In many industries, automation works well for routine tasks. But health insurance questions are rarely simple.

Employees may be trying to understand a denied claim, locate an in-network provider, clarify a prescription issue, or figure out what their plan actually covers. These are often situations that require explanation, context, and sometimes advocacy.

In other words, they require a real person.

As Jason Gard, CEO of J Gard Benefit Consultants, recently shared in a Linkedin post,  the growing excitement around artificial intelligence and automation in healthcare raises an important question:

“When someone’s dealing with a denied claim… or can’t find a provider… or is navigating something serious… do they want a bot?”

Most of the time, the answer is no.

Healthcare decisions are rarely made at convenient moments. Employees are typically accessing their benefits when something is wrong—when they’re sick, worried about a family member, or dealing with a stressful medical or financial situation.

At those moments, a chatbot isn’t always the right solution.

The Rise of Automation in Healthcare

There’s no question that technology has value in healthcare administration. Online portals, mobile apps, and digital tools can make it easier to access ID cards, check deductibles, or find general information.

Used correctly, technology can absolutely improve the experience.

But replacing human support entirely is a different conversation.

As insurance carriers and healthcare vendors continue to focus on efficiency and cost reduction, automation is becoming more common in customer service operations. While lower operating costs may sound appealing on paper, the tradeoff can often be reduced service and more frustration for employees trying to navigate their benefits.

And when employees can’t get answers from the carrier, those questions often land on the employer’s desk.

Why Employers Should Pay Attention

For employers offering health benefits, the quality of service behind the plan matters just as much as the plan itself.

If employees cannot easily access support when they need it, even a well-designed benefits package can become difficult to use. That can lead to confusion, delayed care, billing issues, and unnecessary stress for employees—and additional administrative burden for HR teams.

Technology should support service, not eliminate it.

Because when employees are navigating something complicated or stressful, access to knowledgeable guidance can make a significant difference.

Expect More From Your Partners

As Jason noted in his post:

“As carriers lean harder into automation and cost efficiency, employers need to pay attention. Lower operating costs sound great—until service disappears.”

Employers should expect strong service from their healthcare partners. They should expect support when issues arise, and access to people who can help solve problems—not just automated systems that redirect them somewhere else.

Because once human service disappears, it can be difficult to get it back.

At J Gard Benefit Consultants, we believe technology can improve the benefits experience—but it should never replace the human support employees and employers rely on.

In healthcare, the human element still matters.