Human Interest Doubles Down on Unique Customer Service Guarantee
401(k) provider Human Interest announced today it is doubling down on its distinctive customer experience guarantee.
Since the initial guarantee went into effect in March 2025 with specific, measurable service commitments, the company said in a press release today it has achieved near-perfect results. Out of nearly one million service interactions handled from Human Interest’s U.S. based call center during this time, only two customers reported a miss of the guarantee—which equates to a 99.999% adherence.
That success has led to a bold expansion of its Customer Experience Guarantee, which it bills as the first and only service-level guarantee of its kind in the retirement industry. Under the terms of the expanded guarantee, customers of Human Interest are now promised faster response times, quick processing of additional transactions, and expanded compliance support, with refunds provided if conditions are not met.
“We didn’t just set the bar for retirement plan service in 2025—we defined the gold standard. We believe that no other provider has the technology in place to deliver this level of amazing experience to both plan sponsors and participants,” said Rakesh Mahajan, Chief Revenue Officer at Human Interest. “Our customers are helping their employees to build a retirement nest egg, and, in turn, we are ensuring a standard of experience that is better than every other provider.”
Under the terms of the guarantee, failure to meet the standards for customers entitles them to a 50% credit toward their next invoice. Participants also receive a $25 gift card for missed benchmarks.
The guarantee sets a goal of 100% adherence to:
• Rapid response: Calls and questions to Human Interest are handled by Human Interest employees from its U.S.-based call center, quickly, and call hold times are guaranteed to be capped at three minutes (formerly five minutes) during business hours. The company’s speed to answer is already 60 seconds, and 80% of calls are answered in under 30 seconds.
• Precision processing: The provider guarantees that distributions and loan disbursements will be initiated within two business days via ACH, and contributions will be processed in 3 business days. As the first provider to eliminate transaction fees, Human Interest also won’t charge participants to access their own money.
“Approximately 50,000 companies were charged penalties in 2024 for delayed contributions—a driver of over $40 million in fines levied by the DOL,” Mahajan added. “With the Human Interest Customer Experience Guarantee, our customers gain peace of mind knowing 100% of employee contributions are guaranteed to be processed within three business days, making these penalties a thing of the past.”
• Expanded compliance protection: Compliance support is a new category of the Guarantee. Today’s release noted that thousands of retirement plans failed to meet Form 5500 filing deadlines last year, costing business owners roughly $15 million in penalties. Human Interest’s guarantee assures self-filing customers they will receive Form 5500 data at least 30 days prior to the filing deadline. For the 97% of customers where Human Interest serves as a 3(16) fiduciary, the company also guarantees on-time filing of Form 5500s on each customer’s behalf.
Survey: Employers frustrated by lackluster service
Human interest likens its guarantee to “a call to action for an industry that has been slow to innovate and respond to customer needs, particularly among small and mid-size employers.”
In a new report from the company, “The Experience Edge,” 500 business leaders surveyed about their retirement plans said 401(k) providers need improvement when it comes to dedicated account support (33%) and guidance with regulatory requirements (30%). Many said they would go so far as to switch providers for a better employee experience (41%).
“In our report, nearly two-thirds of small business leaders said they take pride in helping employees save for retirement, but many cite administrative burden and time management as major concerns that come with the role. Our guarantee is a commitment to these leaders and their workers to redefine their expectations of the 401(k) experience,” Mahajan said.
Founded in 2015 and headquartered in San Francisco, Human Interest has helped provide retirement benefits to employees at over 35,000 companies and counting. The company has earned the 2025 Fast Company Most Innovative Award and the 2025 Stevie Gold Award in Customer Experience.
SEE ALSO:
• First-Ever ‘401(k) Customer Experience Guarantee’ Starts March 1 from Human Interest
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• Capitalize, Human Interest Make ‘Most Innovative Companies’ List
Veteran financial services industry journalist Brian Anderson joined 401(k) Specialist as Managing Editor in January 2019. He has led editorial content for a variety of well-known properties including Insurance Forums, Life Insurance Selling, National Underwriter Life & Health, and Senior Market Advisor. He has always maintained a focus on providing readers with timely, useful information intended to help them build their business.
