Staff report shows mixed satisfaction with new health plan; prescription costs and HRA confusion top complaints

Town staff presented the initial results of a benefits survey completed by 195 employees (out of ~410 participants in the medical plan). The survey showed notable dissatisfaction: 29.7% of respondents reported being very dissatisfied and combined dissatisfied respondents represented a majority on some measures. Prescription coverage issues were the top reported problem (39% of respondents listed prescription concerns), and respondents also reported confusion about how to use Health Reimbursement Account (HRA) funds.

Staff described apparent contradictions in the data: while many respondents reported dissatisfaction, a smaller share wanted direct contact from HR or the insurance broker. Staff said they had already forwarded contact details for 26 employees who requested follow-up to Laura Woodard at Woodard Insurance; Woodard had begun contacting employees and had a strong record of resolving prescription and administrative issues in prior cases.

Examples discussed in the meeting included tier changes in prescription coverage that took effect Jan. 1 each year and that some employees experienced sudden price increases when tiers changed. Staff emphasized education, department-level liaisons and a newly formed employee engagement liaison committee to help explain HRA mechanics, claims processing and how to access reimbursements. The town expects to return with more detailed analysis within two to three weeks and to use September as a decision point on whether to continue with the current plan or seek alternatives.

Council members urged continued outreach and encouraged staff to make departmental contacts to reduce the share of employees who say they will not seek HR help.