At our September All Hands, we reviewed the work underway across UnionHub and focused on a shared goal: making benefits easier to access, administer, and support. The day brought together customer impact stories, team updates, and working sessions on the product and operational priorities that will guide the months ahead.
Recognizing team growth
The meeting opened by recognizing colleagues who have stepped into new leadership roles across engineering, quality assurance, product design, benefits and claims, communications, payments, member management, and perks. Those promotions reflect the depth of expertise within the team and give each product area clearer ownership as the platform continues to develop.
Building one connected member experience
Several customer stories showed how teams are bringing work that once lived across separate systems into UnionHub. Recent migrations have moved enrollment, coverage management, and payments into a more connected experience. That gives groups and members a clearer view of their information and reduces the handoffs that can make routine tasks harder than they need to be.
The Self Access Portal is also being redesigned around the reasons members actually sign in. Instead of directing everyone through an enrollment path, the updated experience will provide a home page where members can review coverage and reach available benefits and perks. Updated registration and simpler navigation will make it easier to find the right service without unnecessary steps.
Making support faster and more reliable
Teams are improving the systems behind member communication and support. Work has begun on a new failed payment communication service that will monitor events as they arrive, distinguish between first and consecutive failures, and record each communication in UnionHub. Moving these messages to the updated email templates will also make the process easier to test and troubleshoot.
A major disability claims integration is another step toward managing claims within one platform. UnionHub can already create eligible profiles, initiate claims, and send supporting documents. The team is testing the return of claim status information and planning enhanced workflows through the ticketing framework. Future portal work will also give members a way to start a claim themselves.
Internal support tools are changing as well. A standardized intake form now captures the details agents need, while automated tickets remain visible in the member profile. Communication can stay inside UnionHub, giving agents a clearer record of each issue. The planned use of AI-assisted triage will help summarize requests and prepare a proposed response, with development work reserved for issues that require an engineering change.
Preparing client onboarding for 2027
A major afternoon discussion focused on onboarding new clients in 2027. Today, new group setup still depends on manual steps and one-off spreadsheets. The team is defining a consistent standard for what each client needs before launch, supported by self-service setup, common data validation, an internal onboarding health dashboard, and a shared readiness playbook.
UnionHub is also preparing to work alongside Benovant, its third-party administrator partner, to support payment-processing compliance and reporting. Product teams are scoping the broader onboarding work now, with an initial rollout targeted for early 2027. The aim is a repeatable process that gives clients and internal teams a clearer path from setup to launch.
Turning ideas into working plans
The Basecamp Builds session moved these priorities from discussion into team-level proposals. Groups explored how to reduce manual effort in plan setup, add AI assistance to support tickets, bring perk administration into the platform, connect Claims One with UnionHub ticketing, and define the information an onboarding health dashboard should show. Teams could present a working demo or a clear proposal, keeping the emphasis on customer impact and practical improvements.
Growing our voice in the benefits space
The All Hands also covered UnionHub’s online presence. Work is underway on the marketing site’s backend, including improved tagging and a more complete sitemap. The team plans to build on those changes through search optimization, partnerships, testimonials, and a steady stream of useful articles.
That effort depends on people across UnionHub sharing what they know. Employees can contribute ideas for articles, add thoughtful commentary when sharing company updates, and participate in employee profiles that show how the work happens. Original perspectives from the people closest to members, clients, and the product will help explain UnionHub’s role in the benefits space with greater clarity and credibility.
The work ahead
Across the day’s conversations, the same practical priorities kept returning: simplify the member experience, give support teams better tools, connect claims and communications, and make client onboarding more consistent. The September All Hands gave teams time to recognize progress and define the next pieces of work. Now the focus shifts to turning those plans into everyday improvements for the people who use and support UnionHub.
