Participant Confusion and Dissatisfaction from ADP/ACP Refunds and Retroactive Contributions

$10,000-$25,000 annually in accounting overtime and error corrections • $10,000-$25,000 annually in increased support call volumes, complaint handling, and turnover risk • $10,000-$40,000 per year in added HR workload and overtime or reliance on external advisors for case-by-case explanations, along with softer costs from disengaged or dissatisfied key staff (e.g., physicians, researchers).

Actuarial teams assemble extensive what-if analyses in Excel and PowerPoint to show testing outcomes and options, then draft bespoke memos and FAQs for sponsors; they track executive feedback and change requests through email and individual files instead of an integrated workflow or content library. • Actuaries export testing results into Excel and PowerPoint, manually build scenarios and talking points to help HR explain failures to executives and employees, and store these materials in local folders; follow-up questions are handled ad hoc via email and calls without a structured workflow or knowledge base. • Benefits and HR teams coordinate with the TPA via Excel files and email to identify impacted employees, then craft custom executive talking points and mass FAQs in Word/PDF; they track executive complaints and internal escalations using spreadsheets or generic ticketing tools and rely heavily on manual outreach by phone and Teams/Zoom meetings.