Employees missing out on workplace health support due to benefits confusion

More than a third (35%) of employees say uncertainty over what is covered by their workplace health benefits is a barrier to using them, according to new research from Health Shield Friendly Society’s Britain at Work study.

The findings suggest many employees are missing out because they are unclear about how benefits work, how to access them or what costs may be involved.

The study of 2,000 UK employees revealed:

• One in three (33%) worry there may be hidden costs associated with their health benefits.
• Three in 10 (30%) say knowing how to access benefits is a barrier.
• More than one in five (22%) worry about data being collected when using employee health benefits.
• More than one in five (21%) do not want their employer to know about specific health conditions.
• One in five (20%) are not aware of the health and wellbeing support available through their employer, rising to 86% of employees under 44 who are more likely to say that they are aware of their benefits, compared to those over 44 (72%).
• 19% of employees thought products seemed too complicated and 18% cited too much hassle as a barrier.

Paul Shires, director at Health Shield, said: “We’re seeing a clear communication gap when it comes to workplace health benefits. A surprising number of employees are unsure what support is available to them, what it covers or how to access it.

“When employees do not fully understand their benefits, they are far less likely to use them when they need support. That means opportunities to address health concerns early can be missed, increasing the risk of issues becoming more serious and potentially affecting wellbeing, absence and productivity.

“Employers should not assume that simply offering benefits is enough. Clear, regular communication is essential to help employees understand what support is available and feel confident using it.”                                                 

Perry Timms, an HR influencer who is founder and chief energy officer of PTHR, added: “These findings show that employee wellbeing support only works when people feel comfortable using it.

“If employees are worried about costs, privacy or what information might be shared, many will simply avoid seeking help altogether. That can leave people struggling for longer than they need to.

“Building trust is just as important as providing benefits. Employees need to know that support is easy to access, confidential and there for them when they need it.”

The report contains broker insight from Emily Jones, head of workplace wellbeing at Broadstone Financial Solutions. She said: “Many employers have invested significantly in health and wellbeing support over recent years, so it's important they regularly review whether employees understand and engage with the benefits available.

“Clear signposting, simple access routes and regular reminders can make a significant difference to take-up. Employers should also be transparent about what is covered, how benefits work and the safeguards in place around personal data.

“Improving engagement with existing benefits can often deliver as much value as introducing new ones, helping employees access support earlier and making wellbeing investment work harder.”

To read the full Britain at Work Report please visit: www.healthshield.co.uk/britainatwork

Ends

Editors notes

The research was conducted by Censuswide on behalf of Health Shield Friendly Society across 2,002 UK employees between 27 March and 1 April 2026.

Censuswide is a member of the Market Research Society (MRS) and the British Polling Council (BPC). It is a signatory of the Global Data Quality Pledge and adheres to the MRS Code of Conduct and ESOMAR principles.

About Health Shield Friendly Society

Health Shield is an award-winning friendly society, dedicated to helping businesses stay in the best of health by providing employee health benefits. Founded in 1877 to support the health of railway workers, today the not-for-profit mutual provides employee health benefits to businesses across the UK, covering more than 500,000 people. Its award-winning product offering includes health cash plans and health screening services designed for prevention and early intervention.

For more information visit: https://www.healthshield.co.uk/