In the rapidly evolving landscape of employee benefits administration, companies face numerous challenges, from managing complex health and benefits programs to navigating the intricacies of compliance and regulatory requirements. Aptia, a company formed by the acquisition of the US health and benefits administration and UK pension administration segments of Mercer, a business of Marsh McLennan, addresses these challenges with a legacy of over 30 years of managing administration of employee benefit programs. The company leverages its extensive experience and innovative solutions to simplify benefits administration, providing unmatched service to deliver a superior experience and exceptional results. “We meet at the intersection of technology and talent to deliver a comprehensive solution and empower smarter plan choices,” begins Jeff Williams, US President & CEO, Aptia.

The contemporary business environment demands efficient and effective benefits administration to attract and retain talent, especially in competitive industries. Aptia’s expertise and focus on service enable better outcomes for clients and participants. With a team dedicated to the relentless pursuit of excellence, Aptia delivers unparalleled expertise and capabilities in benefits administration. The company’s employees are not only owners but also users of Aptia’s services, ensuring that the success of their clients is directly aligned with their own. As a pioneer in the industry, Aptia also offers multi-channel accessibility and engagement platforms that simplify complex messages, fostering greater engagement and appreciation for a differentiated benefits experience. This approach is crucial in industries facing skills shortages and high competition for talent, where health benefits play a critical role in attracting and retaining employees.

Digitalization is another major trend shaping the benefits administration landscape. There is a heavy focus on improving the employee experience through user-friendly, consumer-based technologies. Investments in AI, automation, and other HR/Benefits technologies are essential to streamline processes and enhance the employee experience. Aptia prioritizes ongoing investment in technology, ensuring that clients benefit from the most innovative and transformative solutions in the market. Their digital platform provides multi-channel accessibility, plan integration, and support for greater plan choices and optimized carrier networks. Current focus and investments are targeted at new AI applications that improve the participant experience and outcomes.

Simplification of benefits management is crucial as employees push for more choice and diversity in their benefits options. Managing benefits administration can be complex and time-consuming for employers. Aptia’s solution allows for flexibility and customization of benefit offerings, providing an omni-channel communication approach that enables employees to connect how and when they’d like. The use of AI through decision support tools offers personalization and simplification, allowing employees to make educated elections. This not only reduces the ongoing administrative burdens and operational risks for clients but also enhances the overall experience and engagement for employees.

Aptia’s commitment to unmatched service is evident in their industry-leading Net Promoter Score (NPS) of 79 for their contact center, far exceeding the industry average. The company builds real trust with personalized service, support, and seamless implementation, allowing clients to concentrate on running their businesses. Aptia’s thoughtfully designed solution meets the needs of businesses and participants, delivering a seamless enrollment process and dedicated support. Their decision support tool guides participants to the best enrollment decisions, resulting in exceptional year-over-year results, including 95% participant satisfaction, 96% client retention, and 91% health consultant satisfaction with new implementations.

In the realm of retiree benefits administration, Aptia offers full-service administration to deliver savings, reduce risk, and provide a best-in-class retiree experience. They leverage the individual market, including Medicare and the ACA, to reduce costs and provide retirees with flexibility. Aptia also offers personalized guidance services to help older employees understand their healthcare choices and address concerns. Their dependent eligibility verification services ensure the eligibility of dependents for benefits coverage, preventing ineligible dependents from receiving benefits. Additionally, Aptia provides operations support services tailored to meet the specific needs of organizations and customized total rewards statements to provide employees with a comprehensive view of their total compensation.

Aptia’s strategic approach is informed by a Client Advisory Board consisting of senior-level HR executives who partner with Aptia leaders to provide feedback on planned strategic initiatives. This includes product and service enhancements, new product development, capital investment plans, client governance, client satisfaction, and future client needs. The company also continually monitors the market, analyzing industry trends and maintaining relationships with independent third-party evaluators and market research companies. This comprehensive approach ensures that Aptia remains at the forefront of benefits administration innovation, delivering solutions that meet the evolving needs of clients and participants.

With a focus on personalized service, innovative technology, and exceptional outcomes, Aptia simplifies benefits administration, empowering smarter plan choices and delivering a superior experience for both clients and participants. The company’s commitment to excellence and continuous improvement positions them as a trusted partner in the industry, dedicated to enhancing the overall benefits experience and driving better outcomes for all stakeholders. “As we look into the future, we envision more comprehensive communications, improved integration and services with HCM providers, and continuous improvement of our overall eco system of point solutions,” concludes Williams.