“Help us improve our services”. Here is the invitation launched by the National Old Age Insurance Fund (Cnav) to its policyholders. Organized by the Cnav but also the Carsat (pension and occupational health insurance funds) established in the regions, Agoras made it possible to collect the comments of retirees who had made complaints to the services less than a year. The theme was rather broad: processing times. “This reason comes out strongly in the complaint analyzes that we do. We suspected that, behind this question of processing times, many things were hidden”, points out Frédéric Birrittieri, director of insured relations at the Cnav of Île-de-France.
And the director’s analysis was very quickly confirmed by the comments made by the participants. Thus, more than the question of processing times, it is in particular that of the redundancy of requests for information that has appeared, particularly with regard to the transmission of information between the basic pension and the supplementary pension. If the process is well established with the Agirc-Arrco, supplementary pension for former private sector employees, this seems to be a little less the case with the other funds, where communication can be less fluid.
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The problem is not ultimately the delay but having to provide the same information several times. Even if the single online pension application avoids this pitfall, the question still arises for those who apply by post. “There are a few internal action plans that will evolve, particularly on the subject of the relationship with supplementary pensions because we pay, on the satisfaction side of pension insurance, which is a malfunction in the transmission of information”, sorry manager. An action that is all the more important as, in the coming years, more and more active people who have had multiple careers with career paths combining the private sector as well as the public sector or independent work will be retiring.
Another development that could soon be in the pipeline is that of the information sent to people who apply for retirement. A retiree noticed that after this deposit, for several weeks, on his personal online space, his request was displayed as “in progress”. “It could suggest that at some point his file was gathering dust somewhere, which was not the case”, recognizes Frédéric Birrittieri. To avoid this feeling of abandonment, the CNAV is considering the possibility of giving more precise information according to the stages of the request. It could thus be indicated, via the online portal or the sending of an SMS, when the career elements are well certified, when the pension is liquidated or finally when a letter has been sent to inform that the pension will be well paid. .
The non-use of rights
Finally, another avenue for improvement, the fight against non-recourse. Due to a lack of information or quite simply because they do not want to claim aid, some people do not receive benefits even though they are eligible. Already, automations are put in place to avoid a shortage of resources. This is the case for beneficiaries of the Disabled Adult Allowance (AAH), who now automatically receive their pension when they reach retirement age. The CNAV announces that it pays particular attention to these audiences. “We have to go to these people, says Frédéric Birrittieri. For example, with regard to the minimum old age, we are starting to contact policyholders who we sense could claim this minimum and who do not take the approach”, he illustrates.
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