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Press Release

WTW delivers exceptional open enrollment season results in challenging year

February 3, 2022

Benefits Administration and Outsourcing Solutions

ARLINGTON, VA, February 3, 2022 — WTW, a leading global advisory, broking and solutions company, announced that despite a year with unprecedented levels of disruption and uncertainty, it successfully navigated millions of employees and family members through the recently concluded health and insurance benefits open enrollment season.

Typically in the U.S., employees make benefit decisions in the fall for coverage the following calendar year. Employees need to make prudent decisions about healthcare plans and funding for themselves and their families, which can affect their everyday lives in a significant way. During this critical time, companies rely on benefit administrators like WTW to successfully execute these decisions.

"Our clients trust we will help their people and give them the clarity and confidence to make good health decisions," said Jeff Robbins, managing director, Benefits Outsourcing, WTW. "We are proud of the high-quality services we provided, which exceeded our clients’ expectations in this challenging environment."

WTW delivered exceptional service and support through its proprietary benefits administration technology and talented staff. The 2021 open enrollment season results demonstrate WTW's continued success in providing exceptional customer service:

  • 36 seconds: Average wait time for a caller to connect with a customer service representative was consistently short.
  • 99% resolution: Calls were resolved on first contact.
  • 97% satisfaction: Callers were satisfied with the service they received.

"Our purpose is more than words or simply a tagline; we are driven to help our clients succeed by delivering an exceptional employee experience in every interaction," said Jason Dalbec, managing director, Benefits Outsourcing, WTW. "It's one of the reasons 99% of our benefits outsourcing clients stay with us year after year."

About WTW

At WTW (NASDAQ: WTW), we provide data-driven, insight-led solutions in the areas of people, risk and capital. Leveraging the global view and local expertise of our colleagues serving 140 countries and markets, we help organizations sharpen their strategy, enhance organizational resilience, motivate their workforce and maximize performance.

Working shoulder to shoulder with our clients, we uncover opportunities for sustainable success—and provide perspective that moves you.

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