Client Overview
The client is a national financial services organization that also supports benefits enrollment for large employers. They work with varied workforce populations and complex plan structures. Enrollment is a recurring, high-volume period that requires processes that are organized, predictable, and easy for employees to follow.
The Challenge
During enrollment, employees were asked to complete dependent verification in a separate workflow after they believed they were finished enrolling. Many were unsure where to go next or what documents to provide, which led to repeated questions and delays. HR teams were spending time explaining steps, following up with employees and tracking documentation manually. The process worked, but it required ongoing intervention and attention. The organization wanted to make the experience easier to complete, easier to guide and easier to sustain during busy enrollment periods.
The Strategy
Lumelight integrated dependent eligibility verification directly into the enrollment workflow using iVerifyPro. When an employee added a dependent, the verification step appeared in the moment, with straightforward guidance and the ability to upload documents from a phone or computer. HR teams could monitor progress in one place instead of tracking it manually across email or shared spreadsheets. The aim was not to redesign the system. It was to make the process feel like one continuous experience, rather than a hand-off to a separate task.
The Impact
Employees now complete verification as part of enrollment, rather than as a follow-up. HR teams spend less time answering the same questions or requesting documents. The process is easier to explain, easier to follow and easier to maintain during high-volume periods. Lumelight’s iVerifyPro simplified the workflow, and that shift removed friction for everyone involved.
