An eligible member has to submit all required information to enable their benefits to be processed. However, even after receiving all the required information, it took the NSSF an average of 105 days to pay the member. This high turnaround time to pay benefits led to a distrust of the NSSF and tarnished its image.

Consequently, there was need to review the processing of benefits. Benefits process flows were re-engineered to reduce the claim handling time and to become more efficient. A one stop Benefits Processing Centre responsible for handling all claims was created, moving away from the previous inefficient decentralized system.

This practice has led to a significant reduction in the benefit processing turnaround time to 18 days and it is still reducing to our target of 5 days. The monthly amount paid in benefits has also significantly increased and the NSSF is regaining members’ confidence.