Employers and intermediaries are not able to submit exit claims on behalf of members. However, they can assist members with registering on Secure Services and to guide them through the claim process. We also encourage employers to distribute to members the infographic that explains the process and the Member Guide, as well as any other information that may be useful to members.

If a member does not have a computer, the employer can assist the member by providing access to a computer to enable them to submit their MyClaim. Alternatively, members can access MyClaim on a mobile device.

Members can initiate the MyClaim process once they have submitted their resignation. It is important to remember that Old Mutual cannot commence with the claim payment until the employer has (i) confirmed the exit and (ii) submitted the final month’s contribution.

As soon as a member submits a MyClaim, this will be visible on the My Corporate Services. In addition, a weekly email notification will be sent to the employer advising them of any MyClaim submissions awaiting employer confirmation. This email will be sent to the Claim Servicer linked to the specific pay point (i.e. bill group) of which the member is part.

The MyClaim process only impacts the few members who exit employ each month. Employers play a valuable role in supporting members to make sense of the Two-Pot Retirement System and the supporting changes. We believe that by equipping employees with the knowledge needed for the Two-Pot Retirement System, members will be better equipped to understand their options on exit from employ. Our Financial Wellbeing Programme aims to do ongoing member education throughout the member life cycle, not only at claim stage.

A member who is not exiting the fund does not need to know the exit process. This process should be communicated to them on their resignation, retirement or retrenchment as part of the employer offboarding process.

In addition, members will receive a step-by-step Guide on how to complete the claim on MyClaim.

Our staff change bank accounts quite often. The system allows for in-transaction validation of the bank account with all the major banks. If the bank account cannot be validated, only then will the member be prompted to upload a bank statement for manual verification. MyClaim allows for earlier submission and validation potentially shortening the cycle time of the claim process; so this reduces the risk of bank account changes post submission.

Once the payroll has been submitted notifications will be sent to the member prompting him/her to complete a MyClaim. If the member does not complete this within 90 or 120 days (depending on which Fund they belong to) of the date of exit, their benefits will be retained in the Fund’s Preserver/Paid-Up option. Once in Preserver/Paid-Up, the member will be able to exit from Preserver at any time in the future. It is critical that payroll files are updated with members’ contact details so that we can communicate with them directly and promptly.

The death and disability process remains unchanged and will be a manual process submitted by the employer via email to the dedicated mailboxes for death and disability claims. Employers are encouraged to follow the current process which entails submission of forms for assessment and decision.

Employers play a valuable role in supporting members to make sense of the Two-Pot Retirement System and the supporting changes. We encourage employers to assist members with registering on Secure Services and to guide them through the MyClaim withdrawal process. We also encourage employers to distribute to members the infographic that explains the process and the Member Guide, as well as any other information that may be useful to members.

If a member does not have a computer, the employer can assist the member by providing access to a computer to enable the submission of their claim. Alternatively, members can access MyClaim on a mobile device.

If the values in the Vested Pension Pot and the Retirement Pot are less than R165 000 are eligible to take these funds in cash at retirement.

A MyClaim can either be created by the member or a draft MyClaim will be automatically created when the member’s exit is received via payroll. Thereafter, the member will be notified that we have received an exit notification from their employer and that they need to submit their MyClaim online.

Members should submit claims on MyClaim only if they pertain to retiral, ill-health retiral, resignation, retrenchment or dismissal. Death and disability claims will continue to be processed manually. These will require completed forms to be submitted via dedicated mailboxes for death and disability claims. Employers are encouraged to follow the current process which entails submission of forms for assessment and decision.

During the claim process, members will be kept up- to-date via SMS notifications. If a claim is generated via the payroll, the cell-phone details provided on the payroll file will be used for communication. If a claim has been initiated by the member, we will use the cell-phone details provided on MyClaim.

Old Mutual Branch walk-in centres cannot support members with MyClaim. Members first point of support is the employer and if they cannot assist, members can call the Call centre on 0860 20 30 40.

If the member submits and an exit date or reason that differs from what the employer has on record, it will notify the member that the employer has disputed their exit date and/or reason and that they will have to liaise with the employer to resolve it. Once resolved, the member will be required to amend the details on their digital form and resubmit their MyClaim. Ultimately, the employer ‘owns’ the exit date and reason. If the member does not change the details or resubmit, the employer details on payroll will be accepted and claim processed.

When a member transfers to another Employer, the total benefit will be transferred to the new Employer’s Retirement Fund. The Receiving Fund will be advised of the breakdown per Pot, and they will record the breakdown in their system per the information supplied by the Transferring Fund.

If a member does not have their own email address, they can submit the email address of a family member or their financial adviser. The email is used when additional verification or an updated document is required. The reason for email submission of additional information is to allow for a single reference to link back to the case for immediate processing once the response email is received. All other in-transaction messaging will sent via SMS.

No. The ID number field is used for verification purposes. However, should a member need to make a change to the information at hand, the member must call the Old Mutual Call Centre on 0860 20 30 40 to assist with the changing of the ID number.

Employers can submit the payroll first if that is the Employer’s preference. Once the payroll is submitted, a draftclaim will be created and the member will be notified viaSMS to complete and submit their MyClaim online. Commencing a claim early provides members more time to consider their options and engage with a financial adviser before they submit it. This may be preferential for members who are due to retire.

Yes, members can access MyClaim on a mobile device.

Employers play a valuable role in supporting members to make sense of the Two-Pot Retirement System and the process changes. We encourage employers to assist members with registering on Secure Services, to equip them with the Infographic and MyClaim guides and to support them through the claim withdrawal process. We include the secure services registration process in all our communications to members.

If the intermediary serves the role of Payroll Servicer, they will be notified and required to confirm and/or approve members’ MyClaim submissions. However, if they now want the employer to perform this step in the process, then the necessary application for the Claim Servicer role must be made. This is critical to allow the employer to confirm the exit and for the claim to be validated before the final contribution is submitted. The aim is to minimise any delays in processing once the final contribution on payroll is received.

Employer representatives that require Claim Servicer access can contact Payroll Support Services on PSS@oldmutual.com or 0860 009 007 and be guided through the relevant process.

Invitations to this training session were sent out to all the current payroll and e-Claim servicers who are authorised to submit claims for employers. In future, please feel free to forward the invitation to the relevant employer representatives so that they can attend of any upcoming sessions. We thank you for your support.

Anyone who has been granted the Claim Servicer role will be able to authorise a claim on behalf of employers. Current e-Claim Servicers will also be able to authorise claims.However, if there are Employer representatives that require Claim Servicer access, please can contact Payroll Support Services on PSS@oldmutual.com or 0860 009 007 and be guided through the process.

Where there are documents that are outstanding, Old Mutual will contact the member directly via email and SMS to obtain the documentation required. The employer does not need manage the outstanding requirements on claims.

The member’s three pots will remain intact and will transfer over with the same splits.

Claims on MyClaim can be initiated in two ways:

1. The member can submit their claim on MyClaim.
2. A draft MyClaim is created once the member has been exited on a submitted payroll. Thereafter, the member will be notified that the employer has confirmed their exit and that they can go online and submit their MyClaim.

There are no changes. In the event of an internal transfer, the member does not leave the Fund. The employer continues to code the Internal Transfer on the payroll file indicating the date of transfer.

Employers play a valuable role in supporting members to make sense of the Two-Pot Retirement System and the supporting changes. We encourage employers to assist members with registering on Secure Services to access MyClaims and to guide them through the claim withdrawal process. We also encourage employers to the infographic and Member Guide to members so that they can be familiar with the process and decide on their options before they go online.

If a member does not have a computer, the employer can assist the member by providing access to a computer to enable the submission of their claim. Alternatively, members can access MyClaim on a mobile device.

Yes, members will need to provide the details of the Fund and upload supporting documents onto MyClaim.

Anyone who has been granted the Claim Servicer role will be able to authorise a claim on behalf of employers. Current Claim Servicers will also be able to authorise claims. Employer representatives that require Claim Servicer access can contact Payroll Support Services on PSS@oldmutual.com or 0860 009 007 and be guided through the relevant process.

This will need to be agreed upon by the client and the intermediary. If agreed upon, a Claim Servicer form will need to be completed and signed by the employer, permitting the intermediary to authorise claims on the employer’s behalf.

No. The member will be kept informed throughout the process via SMS notifications.

No. Employers can continue to submit member exits via their payroll files and authorise member claims once members have submitted their MyClaim.

As soon as a member submits a claim, this will be visible on the My Corporate Services. In addition, a weekly email notification will be sent to the employer advising them of any submissions. This notification will be sent to the Claim Servicer authorised for a specific pay point (i.e. bill group) to which the member belongs. The employer claim servicer is encouraged to regularly check for claim submissions based on known exits registered on the employer system.

No. Once a claim is submitted, it will have to move through the various stages of the claims process. If a claim has been fully submitted, but the member wishes to no longer proceed with it, we encourage employers to contact their consultant urgently to discuss what options are available regarding the claim.

Employers cannot transact as a member. However, employers can assist members with the submission of claims. This is particularly encouraged for unconnected members (e.g. have no digital devices) or are not able to understand the fund benefit payment options.

It depends on where in the process the claim is. The employer will have to contact Fund as the claim may have progressed too far to reverse the claim.

When a member is dismissed, the process for handling their claims is the same as that of resignation. Upon submitting a claim through MyClaim, they are offered a range of withdrawal options. One such option is to receive the maximum allowable cash payout while preserving the remaining balance in the fund.