How to improve employee benefits utilization: What Canadian HR leaders need to know

Executive summary

Employee benefits utilization measures the percentage of eligible employees who actively use their plan. Low utilization is common: nearly 60% of Canadians with EAP access have never used it, even when coverage is available. The gap between access and use costs organizations money and leaves employees without support. This article covers why utilization rates fall short and how Canadian HR leaders can close the gap.

Last updated on September 29, 2026

When it comes to employee health and well-being benefits, does your organization clearly lay out what your workforce has access to?

According to Dialogue and Leger’s 2026 survey on 1,000 working Canadians and 200 HR leaders, 74% of employees report reduced productivity due to health and well-being challenges. 

Despite their availability, accessing benefits can often be intimidating for employees — impeding utilization and plan participation rates. Deterrents include a poor understanding of what benefits are available, how to access them, and insufficient coverage where it matters most.

This isn’t a new phenomenon, either. Previous studies have shown us that organizations need to promote awareness around employee benefits and reevaluate their providers because of barriers in the public system, awareness gaps, and access friction. 

Moreover, usage and value are not the same thing: Dialogue and Leger's 2026 State of workplace well-being report shows that among those who do use their benefits, only 20% say they were very satisfied with the experience.

Poor plan participation rates and subpar satisfaction waste corporate investments and seriously deteriorate employee well-being. So how can organizations increase benefits utilization and engagement among employees to drive positive health outcomes in the workplace?

What benefits that actually get used have in common

Benefits that consistently drive utilization and positive health outcomes tend to share four characteristics: they're easy to access, they're fast, they're integrated across health needs, and they follow up. Here's what each one looks like in practice.

1. They remove technological barriers

Employees are clear on what makes benefits feel effective: affordable coverage (45%), easy access (39%), understanding what's available (32%), and short wait times (22%). Technology is the lever that determines whether those criteria are met, and whether emplpoyers can track positive health outcomes for employees.

Plans that rely on in-person consultations or a 1-800 number create friction at exactly the moment employees need support. The right technology delivers care through secure video (with follow-ups via chat or phone) and closes the loop on every case, including those that require in-person care. 82% of working Canadians expect their employers to offer virtual care, and responding to that request might improve utilization rates, too, with 60% of Canadians claiming they would actually use their plan if it were offered virtually.

Speed matters as much as the medium. 39% of Canadians seeking mental health help waited eight days or more to see a mental health specialist, yet 52% wish they'd receive help the same day they need it. During that time, employees continue working while struggling, delay seeking support, or see their symptoms worsen. 66% of Canadians agree that the future of healthcare is virtual, and providers that offer flexible scheduling and 24/7 access make it far more likely that employees follow through.

The Dialogue difference: Dialogue provides consultations through secure video, and follow-ups for results or appointment confirmations are done via Dialogue's chat functionality or by phone. Taking mental health care impact as an example, timely, preventative mental health care from Dialogue is associated with a 5x ROI by avoiding disability leave, with short-term disability resolved in under six weeks in 70% of cases (compared to a Canadian average of only 30%).

2. They're integrated across multiple employee needs

The pressure employees are managing goes beyond any single health category. Survey data from the 2026 State of workplace well-being report shows that 38% of Canadian employees say their sleep quality has worsened, 35% say their mental health has worsened, 35% say their financial circumstances have worsened, and 1 in 2 are experiencing burnout or repeated cycles of burnout and recovery.

Why should benefits be integrated? Benefits designed around a single need miss most of what employees are actually carrying. A single platform that covers primary care, mental health, EAP, and wellness eliminates the confusion of navigating multiple portals and promotes awareness across the full range of available support. Dialogue’s internal data bears this out: employees are 77% more likely to seek help when benefits are unified, which means the investment actually gets used. A collaborative care model that spans physical, mental, financial, and legal wellness also casts a wider net of treatable issues, leading to faster resolution of complex cases and better member outcomes.

The Dialogue difference: Many market solutions are framed as integrated, but only serve as a collection of programs rather than a truly connected system of care. Dialogue's Integrated Health Platform (IHP) is built on this model, providing single access to Primary Care, Mental Health+, EAP, and Wellness with full continuity of care across programs. Our unique platform is proven to provide positive health and business outcomes, with an average of 4.2 hours of absenteeism saved for each episode of care.

3. They follow up in the way that matters

Benefits that generate real outcomes don't end at the consultation. When a member's care continues after their first visit — with follow-up to determine whether they got better, stayed the same, or got worse — issues get resolved before they become disability claims. For chronic or longer-duration conditions like anxiety or depression, that continuity is what keeps employees in treatment long enough to reach remission.

Integration comes in again here. This kind of longitudinal care is only possible when practitioners can communicate with one another. When an entire team is behind the practitioner — consulting on complex cases, adding expertise across specialties — the likelihood of finding the right answer for a difficult case goes up significantly. External provider networks, where practitioners may not be able to reach one another for quick peer-sourced input, can't replicate that.

The Dialogue difference: Dialogue's care team is an integrated, vetted and trained part of our workforce. In contrast, other virtual care providers use an external network of practitioners who may not be able to communicate with one another for quick peer-sourced input. Moreover, our Mental Health+ (MH+) program delivers true whole-person care via MH therapists and doctors who provide stepped care until functional remission under a per-employee-per-month (PEPM) cost model.

How to boost benefits utilization at your organization: The Dialogue way

We already saw why accessible, flexible, integrated, and continuous care helps drive employees' understanding and usage of benefits plans.

Whether you’re considering Dialogue's Integrated Health Platform™ (IHP) or planning changes to existing programs, read on to see what it looks like when benefits are designed for utilization and outcomes — not just availability.

An in-house care team that delivers better member outcomes and higher utilization

Longitudinal care manages high-risk, complex cases over an extended period of time. When a member consults with Dialogue, an entire team is behind the practitioner, increasing the likelihood of finding an expert on any topic. Our practitioners consult each other to add value to a case or consider additional insights. 

This is only possible because Dialogue’s care team is an integrated, vetted and trained part of our workforce. In contrast, other virtual care providers use an external network of practitioners who may not be able to communicate with one another for quick peer-sourced input.

Employee onboarding and engagement support that drives benefits utilization  

Dialogue's virtual care solution includes a tailor-made onboarding plan by our customer success team, ensuring employee engagement is set up for success. We offer in-depth reporting and insights into program participation, helping HR leaders and organizations determine if the platform is being used optimally or identify new communication opportunities.

Proactive onboarding and white-glove customer success

A dedicated Dialogue onboarding specialist will accompany your organization from pre-launch, to go-live, to post-launch, and equip you with all the tools and content you'll need to successfully promote our programs. This is part of our white-glove customer success approach—we don't just hand you a platform; we partner with you to drive engagement.

Our team tailors communication plans to your organizational needs and the overall preferred communication channels of the business. We customize the launch according to your organization's reality: for example, if emails may not be well received by employees, we offer alternative ways to connect and curate that content to fit the reality of your environment.

Targeted engagement planning, and knowing when and how to promote benefits

Dialogue's account managers know that not all employees necessarily need their benefits right away. We identify key moments in your organizational calendar where it may make sense to promote Dialogue and tie it back to real-life events (like flu season, back-to-school, or Mental Health Week).

Internal buy-in is the most effective way to boost plan engagement. We pay particular attention to who you would identify as your organization's internal ambassadors, since they would be best positioned to promote the plan among your employees. Should spreading the word about Dialogue come from the managers, C-suite, or the Heath & Wellness Committee members? We then deliver custom messaging based on what's worked in the past and your current reality, and make recommendations for the best ways of promoting and using Dialogue.

We'll also equip you with an onboarding and engagement toolkit, which includes:

• Onboarding webinars
• Marketing materials (emails, posters, computer background images, introductory videos)
• Communication materials for internal distribution
• Onboarding and monthly engagement emails about Dialogue and special health and wellness campaigns
• In-app resources
  

Benefits reporting and metrics to track program success

Our programs offer integrated wellness reporting (data availability dependent on client size to protect confidentiality) which can be used for a multitude of reasons.

• Our clients at Digital Extremes share our reports with their leadership team to provide insights into utilization, satisfaction and ROI. 

• PSP uses Dialogue’s tracking to keep an eye on employee well-being, with an 11x ROI on our mental health program alone. 

• At Via Rail, a team of internal ambassadors regularly communicates news or updates about Dialogue to employees, saving 3.8 hours away from work per employee per care episode.

Aggregated reporting allows easy monitoring of progress and provides insights into areas of improvement. You’ll monitor program performance, like member adoption and utilization rates, and work with your customer success account manager to implement strategies to continue generating positive results. These metrics are compelling indicators to share with your organizational leaders to illustrate return on investment.

Improving employee benefits plans participation rates is a win-win

Improving participation rates in benefits plans means employees get the help they need when they need it, and organizations benefit from the resulting renewed productivity. For HR professionals looking to promote corporate wellness, build healthy, productive teams, and offer competitive benefits packages, Dialogue can:

1. Decrease the time spent waiting to see a healthcare provider to 24 hours, reducing time spent away from the office as a result

2. Avoid confusion by centralizing all benefits in one single login platform to boost utilization rates and provide quick access to support

3. Reduce absenteeism and improve employee performance by saving an average of 4.2 hours of absenteeism for each care episode with Dialogue

Frequently asked questions

What is the difference between benefits utilization and benefits engagement?

Benefits utilization refers to the percentage of eligible employees who actively use their benefits. Benefits engagement refers to how meaningfully employees interact with those benefits—including awareness, understanding, and satisfaction. Dialogue focuses on both: by removing barriers to access (utilization) and creating positive member experiences (engagement), we ensure employees not only use their benefits but feel supported and get real outcomes.

Why do employees avoid using their benefits plans?

Common barriers include confusing plan documentation, long wait times to access care, outdated technology, unclear coverage, and not knowing what's available. Nearly 60% of Canadians with EAP access have never used it. Dialogue removes these barriers through intuitive technology, 24-hour access, transparent coverage, and unified platforms that consolidate fragmented benefits.

How do I get employees to actually use their benefits?

Low utilization is the most common benefits problem in Canada. The biggest drivers of benefits utilization are access speed, platform simplicity, and internal promotion. High-quality virtual care (e.g., primary care within minutes, mental health support within 24 hours) removes the friction that causes employees to delay or disengage. Unified platforms eliminate the confusion of multiple portals. And internal ambassadors, timed campaigns, and tailored communication plans turn awareness into action.

Why are so many employees dissatisfied with their benefits even when they use them?

Usage doesn't equal value. 67% of employed Canadians with workplace benefits used them in the past year, but only 20% say they were very satisfied with the experience, according to the 2026 State of Workplace Well-Being report by Dialogue and Leger. The gap comes down to access friction: long wait times, difficulty finding the right provider, and benefits that don't map to what employees are actually struggling with. Closing that gap requires faster access, a simpler entry point, and programs built around real employee needs.

What's a realistic utilization rate for benefits offerings?

Utilization rates vary by organization and industry, but Dialogue members consistently achieve higher engagement than traditional EAP models. Key proof points: 77% increase in help-seeking behaviour with unified access, 4.2 hours of absenteeism saved per care episode, and 70% of short-term mental health disability resolved in under 6 weeks (compared to a 30% Canadian average).

How does Dialogue’s Integrated Health Platform improve benefits utilization?

Dialogue's Integrated Health Platform puts all programs — Primary Care, Mental Health+, EAP, and Wellness — in one place with a single login. Beyond unified access, it offers a truly connected system of care that prevents loss of context between providers: practitioners share information across cases, members don't repeat their history at every visit, and complex issues get routed to the right support faster. That level of integration eliminates confusion, simplifies access, and increases member engagement. Dialogue's internal data shows employees are 77% more likely to seek help when benefits are unified. Dedicated account managers and custom engagement plans further boost adoption by ensuring promotion is tailored to your organizational culture.

Ready to discuss how Dialogue does benefits utilization differently?