Think about the state of the software rolled out for HR. i.e. speed, UX, cross platform support.

I think from that alone you can safely conclude that HR departments don’t or can’t deliver things that employees need.

Employees are not the customers of HR departments and they won’t or can’t fix your health insurance.

Let's say HR really does care about employees interests. It could be that they chose an insurance program that is best for 90% of employees, but is a terrible choice for you. HR is unlikely to change anything because of a few outliers.