401(k) Customer Support
Setting a new standard with our Customer Experience Guarantee.
As a Retirement Industry Disruptor™, we’re raising the bar by launching a first-of-its-kind guarantee. If we don’t deliver the exceptional service you deserve, we’ll make it right.
See what’s guaranteed
Measurable service standards
Clear benchmarks define exactly what you can expect.
Compensation if we don't deliver
Financial compensation gives our commitments real weight.
Continued investment in service excellence
Proactive development proves our ongoing dedication.
Raising the bar for the 401(k) industry
Setting a new standard by ensuring excellence in key service areas, including contribution processing, loan and distribution requests, response times, and compliance protection for admins.
First-of-its-kind service standards
Plan administrators:1
100% of inquiries submitted through the Human Interest Support Center will receive a non-automated response within four business hours.
100% of a plan’s contributions will be processed within five business days of running payroll.
100% of Form 5500s are guaranteed to be filed on time for customers where Human Interest serves as a 3(16) fiduciary. For self-filers, 100% of customers will receive Form 5500 data at least 30 days prior to the filing deadline.
Plan participants:2
100% of a participant's ACH distributions, including loan disbursements, will be initiated within two business days after the date of the distribution request.
100% of a participant’s calls to Human Interest’s Support line will be answered within three minutes during business hours.
100% of a participant’s initial inquiries submitted through the Human Interest Support Center will receive a non-automated response within four business hours.
Putting money where our mouth is
If we fail to meet our guaranteed service levels:
Plan administrators are eligible for 50% off next month's bill - and if we miss our 5500 commitment, Human Interest will cover a customer’s late filing penalties1
Plan participants are eligible to receive a $25 gift card.2
Gain peace of mind with ongoing support
Our award-winning customer support team promises ongoing updates to its commitments.
Human Interest was awarded the “Gold Stevie Award" medal in the 2025 Stevie AwardsⓇ for Sales & Customer Service in “Customer Experience.” The company was awarded a “Silver Stevie Award” in “Customer Service Employer of the Year.” Winners were determined by the average scores of more than 170 professionals worldwide in the three-month judging process. Read more about the winning organizations here and criteria for the award here. American Business Awards are registered trademarks of Stevie Awards, Inc. Stevie Awards, Inc. is not affiliated with Human Interest. This recognition is not indicative of Human Interest’s future performance.
Human Interest received the Dalbar Plan Participant Service award in April 2025. The award was based on an independent review of 100 phone calls to the Human Interest Support Center. The calls happened on days randomly selected by Dalbar. Human Interest redacted personally identifiable information from call recordings. For additional information on the award, please visit https://www.dalbar.com/Awards/ServiceAwardWinners
If we miss a promise3
Submit a request through our Customer Support Center.
Our team will review the claim and ensure resolution within the scope of the guarantee.
Human Interest will resolve the claim and issue compensation.
I can say without a doubt that the experience has been very, very good here. So much so that I refer all of our clients to Human Interest when they are looking at setting up a 401(k).
Derek Schriver, CPA
Partner
Frequently asked questions
