The crucial role of implementation in employee benefits package

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With a focus on partnership and adaptability, Beneva helps advisors and clients navigate the complexities of modern benefits, building trust from day one

A competitive employee benefits package is more than a perk; it’s a strategic tool for attracting and retaining top talent. A well-designed program makes employees feel valued, increases retention, and boosts job satisfaction. Yet the real value of these benefits depends on the success of the implementation stage – a critical phase in which the program is introduced, communicated, and adapted to the needs of each organization. Beneva, with its structured and adaptable approach to implementation, recognizes that even the best benefits package can fall short if employees don’t fully understand or appreciate what’s available. “The plan implementation is like the start of a relationship,” says Keven Bédard, senior director for new business. “It sets the tone for everything that follows. A smooth transition is essential because if it goes poorly, it affects everyone – the advisor, the plan sponsor, and the employees who rely on these benefits.” Beneva’s emphasis on a thorough and well-communicated implementation helps ensure that employees not only know about their benefits but can make the most of them. This client-centered approach reflects Beneva’s commitment to genuine care, which has remained constant from its early days as La Capitale and SSQ Insurance to its evolution as Beneva. The company’s ethos is rooted in putting clients first, ensuring that each implementation – whether for a large corporation or a small family-owned business – proceeds with clear communication and expertise. Bédard notes that Beneva’s dedication to clients is “not just words on a web page but genuinely lived,” highlighting the company’s focus on customer-oriented service.

Created by the coming together of La Capitale and SSQ Insurance, Beneva is the largest insurance mutual in Canada with more than 3.5 million members and customers. Beneva employs over 5,500 dedicated employees: people looking out for people. Its humane approach is rooted in mutualist values that are shared by its employees: caring, collaboration, client focus, performance, and innovation for the future. With $25.2 billion in assets, Beneva positions itself as a major player in the insurance and financial services industry.

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“Our responsibility is to evolve in a way that continues to support clients. Responsibilities may shift over time, but our goal is to simplify the transition while keeping employees and clients at the center”

Keven Bédard, Beneva

Recognizing the complexities of implementing group benefits, Beneva has developed a process that simplifies this often-overwhelming task, especially for smaller businesses. Many of these clients are new to group benefits and may lack the time or resources to fully grasp the intricacies involved. “They often don’t have the time or understanding of what the process entails,” Bédard explains. Beneva steps in as both guide and partner, providing plan sponsors with the clarity and structure they need to feel confident in their choices and the assurance that they will be well-supported at every step. In addition to a clear implementation structure, Beneva

adaptable in order to meet specific client needs. Bédard recalls a recent example where a client requested trilingual communications, including Spanish – a level of customization that many insurers might have declined as too complex, especially for a group of this size. Instead, Beneva assessed the feasibility and delivered a solution tailored to the client’s requirements. “We’re not saying yes to everything,” Bédard explains, “but we assess the feasibility before simply declining.” For Beneva, successful implementations are built on a foundation of strong partnerships and consistent communication, especially between the insurer and advisors. “Whenever we need to untie knots, communication is key,” Bédard emphasizes. The company's implementation team maintains close contact with both plan sponsors and advisors, offering support at critical points to prevent small issues from escalating into significant setbacks. This proactive approach enables advisors to focus on their clients’ long-term needs, rather than logistical hurdles, enhancing the advisor-client relationship and keeping the implementation process on track. By setting a positive tone from the beginning, Beneva not only strengthens trust but also lays the groundwork for a lasting relationship. If an implementation goes smoothly, it reflects well on the advisor and builds the client’s confidence in their benefits program. However, when problems arise, it can strain relationships, affecting both the advisor and Beneva in future opportunities. This is why Beneva places such importance on managing expectations and addressing challenges early, ensuring a seamless and rewarding experience for everyone involved.

Beneva’s approach is a carefully structured four-step process, designed to clarify expectations and simplify each stage of the transition. “We break down what clients and their employees can expect from the very beginning,” Bédard explains. This process is not just about logistics; it’s about creating a positive experience that instills trust and confidence in the benefits program. The process begins with a thorough “collecting phase” in which Beneva gathers information about the client’s needs and expectations. This phase is essential to ensure that the benefits package aligns with the company’s culture and employee demographics. “Every client is different, and understanding their unique needs allows us to customize our approach,” says Bédard. Throughout the implementation, Beneva assigns an “implementation partner” – a dedicated expert who serves as the main point of contact for both the plan sponsor and the advisor. This partner is available to answer questions, provide guidance, and address concerns as they arise. “Having a consistent point of contact is especially valuable during the early months when new questions and challenges are more like to emerge,” Bédard notes. “We want clients and advisors to know they have someone to turn to for support.” To further support plan sponsors, Beneva provides a toolbox that includes different types of templates and educational materials to help employers better understand and communicate the value of the benefits package to employees. “Many employees, especially those new to group benefits, may not fully understand how valuable these resources are,” Bédard explains.

“Having a consistent point of contact is especially valuable during the early months when new questions and challenges often emerge”

Keven Bédard, Beneva

With more flexible and customizable plans now available, both advisors and insurers must work together to simplify the experience for clients and their employees. “The range of services on offer is becoming increasingly diversified, and therefore complex,” says Bédard. “The key is making that transition simpler in a complex environment. Technology, too, is shifting the industry, and it might eventually redefine the responsibilities of both insurers and advisors.” By staying focused on client needs and adapting to industry

changes, Beneva aims to remain a trusted partner for plan sponsors and advisors. “Our responsibility is to evolve in a way that continues to support clients,” Bédard remarks. “Responsibilities may shift over time, but our goal is to simplify the transition while keeping plan sponsors at the center.” For Beneva, the implementation phase is about much more than introducing a benefits package –it’s an opportunity to build relationships grounded in trust, clarity, and reliability. By ensuring employees understand and appreciate the resources available to them, Beneva helps companies create a positive, lasting impact on their workforce. Bédard sums it up: “Our role isn’t just to hand over a benefits package. It’s about making sure our partners and clients feel supported from the start, and that employees feel valued.”

Meeting unique challenges with agility and people-centered solutions

A partnership-driven approach in an evolving benefits landscape

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Published Dec 06, 2024

Beneva’s structured and supportive implementation process

4 insurer pitfalls to avoid to guarantee a good implementation experience

1. Underestimating the initial phase Ignoring the importance of a good start can create lasting misunderstandings. A sloppy start can compromise deadlines and damage the confidence of all parties involved. 2. Lack of clear communication Employees don't understand their benefits or how they work, and instructions for joining are poorly communicated. 3. Lack of flexibility Neglecting customers' specific needs can lead to long-term dissatisfaction. 4. Lack of ongoing support The absence of a dedicated partner can complicate problem-solving and slow down the implementation of necessary adjustments.

1. A structured, transparent process Beneva's four-step model sets clear expectations from the outset to ensure a smooth transition. 2. Tools and support Educational resources such as templates and guides support employers in the transition and enable them to support their employees effectively in the same transition.

4 essential criteria to look for in an insurer to guarantee a good implementation experience

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3. Customization and flexibility Beneva has the ability to adapt to each customer’s specific needs and expectations with tailored solutions. 4. A dedicated partner Beneva offers a single point of contact to ensure a smooth transition and rapid response to questions.

Meeting unique challenges with agility and people-centered solutions

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