The Gap Between What You Offer and What Employees Experience

HSAs are one of the most powerful tools in the benefits ecosystem. Triple tax advantages, investment potential, and long-term savings flexibility make them a standout offering on paper. But what happens after open enrollment tells a very different story.

New research from InComm Benefits reveals a striking disconnect between how employers design and fund HSAs and how employees engage with them in practice. Employees are delaying care, skipping reimbursements, and leaving money on the table, not because they don’t value their accounts, but because friction, confusion, and low confidence are getting in the way.

This session unpacks what the research found and what it means for your benefits strategy.

What You Will Learn:

• Why employees underuse their HSAs, and the most common sources of confusion driving that behavior
• The hidden cost of card declines and reimbursement friction on employee satisfaction and financial wellbeing
• What employees say they want from their HSA experience versus what most programs deliver
• How delayed healthcare decisions connect to HSA usability, and what that means for overall plan performance
• Practical design and communication strategies employers can use to improve engagement, increase contributions, and drive better outcomes

Why This Matters Now

Despite growing employer investment in HSAs, utilization remains a persistent challenge. Research shows that half of HSA accountholders do not submit reimbursements for eligible expenses simply because the process feels like too much work. Meanwhile, most employees are using their accounts for near-term spending rather than building the long-term health savings they were designed for.

Benefits leaders are being asked to do more with tighter budgets and higher employee expectations. Understanding where your HSA program is losing employees, and how to fix it, is one of the highest-leverage changes you can make this year.

Your Presenters 

Agnes Fasano
Marketing Manager, InComm Benefits

Agnes Fasano is a Marketing professional with over 18 years of experience in multi-channel marketing and gift card program management. Agnes started her career in the travel industry with Royal Caribbean International where she was responsible for the growth and development of their B2B incentive gifting programs as well as sales and marketing initiatives to grow third-party and direct business in North America. Agnes joined InComm Payments as a Marketing Manager in the Healthcare division, where she leads the marketing strategy for the company’s Employee Benefits products.

Agnes resides in Miami, FL where she earned her bachelor’s degree at Florida International University, specializing in International Business and Marketing.

Bruce Sattley
Chief Product Officer, InComm Benefits

Bruce is a seasoned product and technology leader with deep experience in martech, advertising and fintech. Prior to joining InComm through the Zenda acquisition, Bruce was VP of Product and Strategy at Jyve, an on-demand labor marketplace startup with blue-chip customers in CPG and retail. Prior to Jyve, Bruce was VP of Product and Corporate Development at Quotient Technology – an advertising and promotions provider to Fortune 500 CPG brands and retailers. Bruce also ran Product and Engineering teams at Yahoo! as VP of Engineering during the formative years where modern big data concepts were being invented.

Bruce has been granted two patents and holds an MBA from the University of Chicago Booth School of Business and a degree in engineering from the University of Illinois-Urbana Champaign.

Who Should Attend

• HR and total rewards leaders responsible for benefits design and employee communications
• Benefits managers evaluating HSA program performance or vendor relationships
• Compensation and wellbeing teams looking to improve benefits utilization and employee financial health
• Anyone who suspects their HSA program is underleveraged and wants research-backed strategies to change that

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