InComm Benefits, a division of global payments technology provider InComm Payments, today released new research revealing a clear gap between what employees need from spending accounts, such as Health Savings Accounts (HSAs), and the support Human Resources (HR) teams receive from providers to deliver a positive employee experience. Based on a survey of more than 300 HR professionals*, the findings show that employee experience has become the primary factor driving how HR leaders evaluate spending account providers.

Key findings include:

• 73% of HR professionals said "employee feedback" is the top factor they consider when reevaluating spending account providers.
  
  
• Employee experience was the No. 1 frustration HR professionals cited with spending account providers.
  
  
• Nearly 6 in 10 HR professionals said they encounter concerns or challenges from employees regarding their spending accounts, with common questions focused on eligible purchases, claims submission, account usage, deadlines and rollover rules.
  
  
• 55% of respondents cited more flexible benefit options as an opportunity to improve the employee experience, while 52% cited simplified education and 52% cited better technology.
  
  
• 55% of HR professionals expressed enthusiasm about AI tools in their department, and 57% said they already use AI in education or training related to benefits administration.

"Employees are not necessarily disengaged from their benefits. Many are simply unsure how to use them," said Dave Etling, SVP and GM of InComm Benefits. "When employees need help understanding eligibility, claims or reimbursement rules, HR often becomes the default support channel. Spending account providers have an opportunity to simplify the experience, reduce administrative burden and help employees feel more confident using their benefits."

The research also shows that HR teams are managing broad responsibilities beyond benefits, including recruitment, employee communications, payroll, insurance offerings and compliance. As a result, organizations are looking for spending account providers that can deliver more than account administration, including responsive support, dedicated account management, intuitive technology and stronger employee education.

InComm Benefits helps organizations simplify and modernize the spending account experience through tools and support designed to reduce confusion, improve access and ease administrative burdens. The company's platform includes Automated Purchase Sorting technology, a simplified member experience, digital education resources, faster access to funds and reimbursements, innovations such as the HSA Backup Account and 2% Cash Back HSA**, and a designated account manager.

The full report, entitled "The Spending Account Experience Gap," explores how HR leaders are approaching spending account administration, where providers are falling short and how organizations can improve employee satisfaction, engagement and utilization. View the report by visiting www.incomm.com/benefits/2026-hsa-employee-research.

*Source: InComm Benefits 2026 HR Leaders Survey. Results based on over 300 HR professionals managing HSAs/Spending Accounts in April 2026.

**InComm is a financial technology company, not a bank. Banking services for HSA, FSA and HRA accounts are provided by Coastal Community Bank, Member FDIC.