"It would be nice if all carriers offered excellent customer service, but unfortunately, that's not the case," O'Brien says. Some insurers, like Evergreen Health, pride themselves on getting problems resolved on the first call, and follow up with customers to make sure everything is OK. But with others, employees might wait on the phone for 30 minutes and still not get their questions resolved. "If your employees are constantly on hold and constantly miserable, they'll complain to others," Sybor says. When employees complain in the lunch room and talk to HR about poor service, the company will be less likely to renew the plan the next year.