AI search tools are starting to influence how some US workers choose their employee benefits, as inflation and higher medical costs put more pressure on household finances, according to the latest Future of Benefits Study from The Hartford.
The study found that 43% of US workers are never sure they are choosing the right benefits during enrollment, a level of uncertainty that is pushing some employees, particularly younger ones, to seek guidance from tools such as ChatGPT. Overall, 17% of workers said they used AI to help with benefits decisions during open enrollment, and more than half of those AI users were Gen Z.
This adoption is occurring even as other research suggests Gen Z's enthusiasm for AI is cooling. A recent Gallup-backed study found the share of Gen Z respondents who said AI makes them excited fell from 36% to 22% between 2025 and 2026, even though more than half still use the technology daily or weekly.
“American workers are getting benefits information from more sources than ever before – HR portals, colleague and peer advice, and now AI,” said Mike Fish, head of Employee Benefits at The Hartford. “Regardless of how they prefer to receive their information, we help our employer clients provide support that’s easy to access using AI-backed tools and clear, simple benefits communication.”
Among US workers who used AI tools in their most recent benefits enrollment, The Hartford found usage centered on comparison, education and decision support.
Ninety-four percent (94%) of Gen Z workers who said they used AI tools such as ChatGPT during enrollment reported that they trusted the recommendations they received.
Across all age groups who used AI during enrollment, respondents said they used these tools to compare different benefits options, get general information, obtain personalized recommendations, calculate costs or estimate expenses, and, in nearly a third of cases, to have “someone” tell them exactly what to choose or buy.
That reported level of trust highlights both opportunity and risk. Integrated, plan-specific decision-support tools could help employees navigate coverage choices more confidently, but reliance on general-purpose chatbots that lack access to employer plan details could increase the chance of confusion or inappropriate choices.
The findings also point to growing expectations, especially among younger workers, for digital, conversational and on-demand guidance, even as broader polling shows Gen Z is increasingly anxious and skeptical about AI’s long-term impact on work and creativity.
The Hartford’s research also underscored how day-to-day financial pressure is shaping benefits decisions. Half of US workers said they are unsure whether they will have enough money for future medical care.
That concern comes against a backdrop of medical costs continuing to rise faster than many workers’ wages. Federal data showed medical care prices increased 2.8% from December 2023 to December 2024, with medical care services up 3.4% over the same period, even as overall inflation cooled.
As premiums, deductibles and everyday living expenses increase, more employees are looking at supplemental health benefits as an added financial buffer. The Hartford’s study found that 44% of US workers are more worried about daily expenses such as food, housing, healthcare and unexpected costs than about their long-term financial future, and 38% said their financial situation is affecting their mental health.
The survey also showed differences by workforce segment. Seventy-three percent (73%) of blue-collar workers consider supplemental health benefits part of their overall financial plan, compared with 60% of white-collar workers and 54% of service-based workers.
When asked why they enrolled in supplemental health coverage, respondents most often cited peace of mind for unexpected health events, help with out-of-pocket costs and filling gaps in medical and pharmacy coverage.
“US workers want benefits that can help protect their paychecks – not just in a worst-case scenario, but in everyday life,” Fish said. “These findings reinforce why clear, easy-to-use guidance, backed by knowledgeable support, matters more than ever as people weigh their options and look for coverage that helps close gaps and manage daily expenses.”
