Zwitserleven ensures that your pension is recorded correctly in our pension records. Although Zwitserleven makes every effort to avoid errors, it can happen that something goes wrong. The amount of your pension may differ from the pension promised in your pension scheme rules. For example, because we received incorrect data. How Zwitserleven deals with these errors is explained below. We always start from the provisions in the pension scheme rules.
Too much pension received
You may have received more pension income from us than you are entitled to. We assess each situation personally to see if you need to repay pension. We always reclaim in cases involving gross negligence or intent.
We will deduct the excess pension received from the future pension income you will receive from us. If we are not able to do this, we will ask you to repay all or part of the excess pension you have received. We will take account of your personal situation. If there are very small differences, we can waive the set-off. In those cases, you may keep the excess amount received. This way, you will not have to deal with administrative hassle for a small amount.
If you have received too much pension, we will contact you. You will then receive confirmation from us about the settlement and/or repayment by letter or e-mail, depending on your preference.
We will also make sure you receive the correct pension income going forward. We will adjust your pension income from the month after we share our decision with you.
Too little pension received
If you have received too little pension, we will make it up to you as soon as possible. We usually pay the underpaid pension in a lump sum to the bank account number known to us. This may affect the tax you have paid and/or your supplements. We will therefore contact you (by phone) about this first to come to a good solution. You will then receive written confirmation of the subsequent payment from us. In the case of a very small difference, by which we mean a one-off amount of up to € 50,-, we can waive the additional payment. This way, you will not have to deal with administrative hassle for a small amount. If the error continues in your periodic benefit payment, you will receive the correct pension income from the month after we have shared our decision with you.
Still building a pension?
We can also make a mistake that leads to your pension capital or pension entitlement being too high or too low when you are still accruing pension. We will adjust this as soon as possible. If the adjustment has a major impact, you will receive confirmation from us about the adjustment, either by letter or e-mail depending on your preference. If there are small differences, we will change it as soon as possible, but we will not inform you.
Not building a pension with Zwitserleven anymore?
We can also make a mistake leading to your pension capital or pension entitlement being too high or too lo if you still have a non-contributory pension with Zwitserleven. If so, we will correct this. If there are small differences, we will change it as soon as possible, but we will not inform you.
Have you transferred the value of your pension with Zwitserleven to your new pension provider? If so, we will transfer the adjusted amount to your new pension provider. If there is a very small difference, by which we mean a one-off amount of up to € 50,-, we can waive the additional payment.
Careful solution
We always strive for a careful solution. We will investigate how the error occurred, to avoid making the same mistake in the future. We look at who is responsible, what we can do about it and how to prevent it in the future.
Making an objection
If you are still not satisfied with our solution, please let us know. This gives us the opportunity to help you properly. If you wish to make a complaint, here how to report a complaint is explained.
Hardship clause
If you believe that our correction rules have an unreasonable or undesirable effect on in your situation, you can apply for application of the hardship clause. You will then request Zwitserleven to deviate from the rules set out in the pension scheme rules. The hardship clause can only provide a solution in certain exceptional situations.
Exceptional circumstances
It is possible to deviate from the above policy. This concerns, for example, situations in which there is no longer any pension capital, pension entitlement or current benefit at Zwitserleven. We will look for a suitable solution in such cases, such as when there is no longer a beneficiary, for example.