Human Interest Expands Customer Experience Guarantee

Human Interest has expanded its customer service guarantee, saying customers are now promised faster response times, quick processing of transactions and expanded compliance support, with credits provided if conditions are not met.

Under the terms of the guarantee, Human Interest said that if it fails to meet the standards it has set for customers, plan sponsors will get a 50% credit toward their next invoice. Participants also receive a $25 gift card for missed benchmarks.

Included in the 401(k) customer service guarantee is a goal of 100% adherence in the areas of response time, processing time and compliance support.

• Call hold times are guaranteed to be capped at three minutes (formerly five minutes) during business hours.
• Distributions and loan disbursements will be initiated within two business days via ACH, and contributions will be processed in three business days.
• Self-filing customers will receive Form 5500 data at least 30 days prior to the filing deadline. Where Human Interest serves as a 3(16) fiduciary, the company also guarantees on-time filing of Form 5500s on each customer’s behalf.

“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, in a statement. “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.”