You should have not just a normal customer service rep, but someone else who works directly with your benefits manager and is used to taking questions from that person. If the level of service is not up to your standards, you may want to look at finding another vendor. You have the lowest unemployment since the 1970s, so it is easier to move from job to job and not suffer consequences. As a result you have five-year pension vesting where a lot of pension vesting used to be 10 years. You also have work-life benefits coming down the pike.
Day care is much more prevalent.
You also see elder care, long-term insurance, tuition reimbursement. Those all are becoming mainstream. But those things don't come cheaply. A lot of companies are emphasizing flexibility. The company will pay for all these benefits, but sometimes they can save money by tailoring the offerings around individual needs.