> might theoretically benefit the customer.
As with any for-profit business, benefit to the customer is not a goal in and of itself, but rather an incidental side-effect of obtaining money from the customer, in that it is how the customer is convinced to give up their money.
I would caution against assuming systems such as what you described are intended to help the customer. It sounds like instead, it is intended to help the company, by causing you to have to spend your (not their) time and potentially miss an appointment, saving the insurance company money.
After all, what are you going to do, leave your employer for another one with a different insurance company over an insurance paperwork headache?