At the same time, 95% of employers said they want digital tools for simple or transactional tasks, and a human for sensitive and more complex issues. That suggests strong appetite for self‑service for routine changes, claims status checks and basic inquiries, but a continued expectation that complex disability, leave and health claims will have access to experienced case managers and claims handlers. Insurers that lean too far into automation at the expense of human support risk misalignment with buyer expectations, particularly around high‑stress claims events.