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. We will contact you (by telephone). 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. You will receive the correct pension income from the month after we share our decision with you.
Pension not yet in payment
If your pension capital or pension entitlement with Zwitserleven has not yet come into payment, it still could be that the amount has not been correctly determined. We will correct your pension as soon as possible. You will receive confirmation from us about the adjustment, either by letter or e-mail depending on your preference.
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.
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.