For employees without deep benefits knowledge, open enrollment can feel like a pop quiz they didn't study for. Weighing premiums against deductibles, comparing plan types, and predicting healthcare needs for the next twelve months can feel daunting, especially when it's all happening within the open enrollment window time constraint.
Internal Gusto research gives us data to back this up.¹ In a survey of employees who'd just been through open enrollment, 37% reported moderate to high stress during the process. Possibly more telling: looking back, 59% of respondents said they had felt confident in their decision before enrolling, and 60% said they felt confident afterward. At the group level, confidence was essentially unchanged. It turns out that going through the motions of enrollment isn't the same as coming out the other side feeling sure about the choices made.
That gap matters for employers, because when employees aren't confident, their stress is apparent: in more questions asked, decisions delayed, or defaulting to the easiest choice. For small businesses, more employee requests land on your desk, and, in some cases, low benefit participation rates put your plan at risk of cancellation.
Gusto's employee enrollment experience is built to close this gap.
What "confidence" actually means to employees
It's important not to conflate high stress and stagnant confidence with inaction. Nearly half of surveyed employees switched plans this year, and 62% described their approach as "carefully comparing options to find the best fit."¹ The problem isn't effort. Employees are often juggling four or more cost figures (e.g., premium, deductible, copays, out-of-pocket max), and it can be hard to know how to prioritize them.
When asked what would actually help, employees asked for less noise and more clarity:¹
62% wanted to see plans compared side-by-side
59% wanted to know which plan fit their specific situation
52% wanted to understand what they'd pay in common scenarios
In other words: employees want help understanding the personal cost impact, not another PDF to read.
How our approach meets employee needs
We've built Gusto's open enrollment experience around what research says employees need, with a goal of building trust and boosting employee confidence.
We build comparisons into the enrollment flow. Employees can view plan comparisons and cost breakdowns as they move through enrollment, so they can weigh their options right in the product instead of in a separate benefits guide.
We meet employees on their phones. Most employees can enroll in benefits right from the Gusto app—no need to sit down at a desktop. This can help reduce the "I'll do it later" effect that can drive missed deadlines.
We treat waiving as an informed choice. Internal research on why employees waive coverage found that waiving coverage is usually an informed, deliberate choice.²
We give admins visibility, not busywork. You don't have to chase down enrollment status or manually track who's opted in or out.
The bigger picture
Many employees who waive benefits do so deliberately, while others would benefit from more guidance along the way. Gusto's enrollment experience is designed to support both groups: giving confident employees the comparison tools they want, and giving less-confident employees the clarity and nudges that build trust in their choice.
¹ Source: Gusto internal research, "Enrollment Experience Survey."
² Source: Gusto internal research, "Why Doesn't Jordan Enroll?"
This content is not to be taken as tax, legal, benefits, financial, or HR advice. Since rules and regulations change over time and can vary by location, consult a lawyer, tax, or HR expert for specific guidance. Insurance brokerage services are offered through Gusto Insurance Services, a licensed insurance brokerage.
