Charges for Services For employers

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1 Charges for s 2016 For employers

2 Introduction Charges for services This document lists the two groups of charges for services offered by Delta Lloyd: s where the charge is included in the administration fee for your pension product s where you have to pay extra as the charge is not included in the administration fee for your pension product. What service levels can you expect from us? If there is a service level we have listed it with the service. If none is listed, there is no service level. What do we expect from you? All of the service levels rely on you properly supplying the correct information. The delivery period and criteria for your organisation are set out in the legal documentation with your pension product. If you do not properly supply the correct information, we will probably not be able to meet our service levels although we will always do our utmost to assist you as quickly as possible. We may charge you for any extra work this involves. 2

3 Pension administration (no additional charge) Delta Lloyd views pension administration simply as part of the service. The list below shows all the services that we include under pension administration. These services are covered by the administration charges for your pension product. Your relationship manager is the first point of contact for your pension adviser. Rest assured that all our relationship managers have been selected for their customer-oriented approach as well as their training and expertise. You are also welcome to contact us directly, for which charges may apply in certain circumstances. The charges are set out from page 5 onwards. Pension scheme commencement Creating and submitting legal documents (pension implementation agreement, pension rules, pension introduction letter), in accordance with standard texts Individual introductory letters for employees Sending the pension statement to the employee, employer and adviser, after the legal documents have been signed Level (after receipt of signed proposal) < 3 months (after receipt of signed administration agreement) < 3 months (after receipt of signed administration agreement) Relationship management A fixed point of contact for the employer and adviser to provide support and answer any questions. Your relationship manager will also be happy to explain how the online system works. Level 3

4 Communication and information Provision of the statutory periodic communication to members, including: Provision of the non-recurring communication with members, including in the following circumstances: Submission of data about individual employees to the pensions register Stichting Pensioenregister Provision of information for employers and employees on the Delta Lloyd website Sending pension statements on a regular basis to members, employers and advisers Providing standard member s specifications on request Introductory letters for new members under an existing administration agreement the Uniform Pension Statement (UPO) for active members every year the annual benefit accrual statement (Factor A) for active members the annual statement of pension benefits for pensioners the Uniform Pension Statement (UPO) for deferred members and former partners once every five years Annual statement of value sent to members (model 3 BPR) Retirement Termination of employment Divorce - Letter explaining the effects - Letter with new arrangements Value transfer of accrued benefits - Proposal for income value transfer - Statement to new administrator for outgoing value transfer Emigration Level 3 months (after start of employment, or registration date if later) By 1 October By 1 October By 1 October By 31 December At least 6 months before the retirement date < 30 days (after notice of leaving) - < 30 days (after notice from Municipal Personal Records Database or by member) - < 90 days (after notice from Municipal Personal Records Database or by member) - 5 months - 3 months By agreement 4

5 Changes Updating employee details as supplied by the Municipal Personal Records Database Updating employee details as entered using an online tool (including Employee Benefits portals with a link to Delta Lloyd) Changes notified by post/ that cannot be handled by an online tool. Changes in employee details include: Processing an employer s change of address Updating an employer s bank account number Commencement and termination of employment Marriage and divorce Birth of children Death Work disability Incoming and outgoing value transfer of accrued benefits (including transfer value calculation) Change of salary Change of retirement date Change of part-time percentage Change of personal details and address Change of billing group Indexation of accrued benefits Taking or cancelling optional cover Additional payment for extra pension Level Investment records (if applicable) Performance of a switch order from self-managed investments to a Life Cycle, or to a different Life Cycle Investment mix within a Life Cycle in connection with advancing age Maintaining investment records Level 5

6 Financial accounting Paying pension benefits Issuing current account statements Paying out the credit balance on the current account Performing internal transfers of a balance to a different current account, on request Level By agreement By agreement Calculations Annual calculation of the technical result (if applicable) Provision of annual settlement of surplus interest (if applicable) Performance of a non-recurring order to bring forward or postpone the standard retirement date on employee request for a Garant, Balans or Kapitaal Pensioen Plan Assessing whether a member s policy meets the conditions for commutation of a small pension One-off calculation and issue of statement of benefits for retirement pension and/or partner pension in connection with a pension exchange request Level Processing of legislative changes Interim pension scheme changes pursuant to changes in the law, in accordance with the standard Delta Lloyd proposal Level The number of online pension services is growing We are giving high priority to the continued development of the online platform that is open to you and your employees. The key words are clarity and convenience. You are now also able to enter most changes directly in an online environment. 6

7 Extra services (for an additional charge) The services that are outside our pension administration are shown below. These are concerned with nonstandard or exceptional situations in your company that are incompatible with our standard package, such as mergers and acquisitions, or interim changes to your pension scheme. If you have engaged an independent pension adviser for management tasks, then any questions and requests you have should normally be addressed to that adviser. You should make arrangements with your adviser about the services he will provide and the costs involved. If you have not engaged an independent pension adviser for management tasks, we at Delta Lloyd would be pleased to answer any questions and handle any requests you may have directly. We will then charge you on the following basis. Changes Kosten Level Manual processing of changes that could have been entered using an online tool At your request, the division of business units (applicable to Garant, Balans and Kapitaal Pensioen Plan) At your request the addition of a separate current account to divide financial flows per company (applicable to Persoonlijk Pensioen Plan) Incoming collective value transfer (applicable to Garant, Balans and Kapitaal Pensioen Plan) Outgoing collective value transfer Interim changes to the pension scheme (subject to agreement with Delta Lloyd) Pursuant to a change in the law, issuing a new proposal and/or interim change of the pension scheme, if you deviate from the standard Delta Lloyd proposal Premature pension contract termination (in exceptional cases and subject to agreement with Delta Lloyd, except in the event of insolvency) Interim value transfer from a DGA policy to selfmanagement 116 per hour 1,510 one-off By agreement 460 one-off 1,222 one-off and 39 per policy 1,222 one-off and 39 per policy 183 per hour 183 per hour 116 per hour 230 one-off 7

8 Calculations Kosten Level Calculations for individual contracts and policies 183 per hour Performing calculations and providing the cash values for each member in accordance with IFRS, IAS19 and RJ271 Declarations / GSB database input: Issuing statements to the Dutch central bank DNB, or statistics to Statistics Netherlands Rebinding and sending legal documents that have already been issued Providing copies of documents that have already been issued or which are available online Translation of documents 183 per hour 183 per hour 25 per set 10 working days 25 per copy 10 working days Translation agency s quotation Providing non-standard statements at your request 116 per hour Amending, annotating and/or answering questions on signed or unsigned legal documents beyond a reasonable limit Visits (actual time incurred) by Delta Lloyd legal, administrative or actuarial specialists Additional calculations interim value transfer from a DGA policy to selfmanagement 183 per hour 183 per hour 183 per hour Hourly rates for Delta Lloyd specialists We will provide you with an estimate of the overall cost in advance if an hourly rate is used. You will pay the agreed sum and Delta Lloyd will bear the difference if the actual number of hours is greater. Is the actual number of hours smaller than the agreed sum? Then you will pay the smaller number of hours. We will send you an invoice at the following hourly rates: Relationship manager 116 Specialist (actuarial, legal) 183 VAT is not charged on any of the above rates. Customized quotation The list has been compiled from our standard range of services and is as complete as possible. We will provide a customized list of services and rates for specific situations at your request. Provision of data All of the above services rely on you properly supplying the correct data needed by Delta Lloyd. We may charge you for the extra time involved if this is persistently not the case with the result that we have to perform an unreasonable amount of additional work. 8

9 What else can you expect from us? Quality Hallmark for Customer-Focused Insurance Delta Lloyd has been awarded the Quality Hallmark for Customer-Focused Insurance (Keurmerk Klantgericht Verzekeren), the first quality label for the insurance industry in the Netherlands or elsewhere. It guarantees an insurance company s quality of service and customer-focus and gives customers the assurance that the insurance company will stand by its promises and provide high-quality service. The requirements for the label can be summarized in five themes: Information is clear and easily understood by the customer is prompt and provided with care Good accessibility Customer satisfaction Quality policy and management Personal Data Protection Act It is not possible to insure pensions without using personal data. We ask for personal information when providing our services and use it when we enter into and administer the pension insurance and for other financial services such as managing the relationship. We also use the information for activities designed to increase our customer base, for statistical purposes, to meet our statutory obligations and in the context of ensuring the security and integrity of the financial sector, our organization, employees and customers. Please write to us at Delta Lloyd, Commercial Division, P.O. Box 1000, 1000 BA Amsterdam, if you do not wish to receive information about other financial products or services that may be of interest to you. Delta Lloyd processes your information and that of the members in accordance with the Personal Data Protection Act (Wet Bescherming Persoonsgegevens) and the Code of Conduct for the Processing of Personal Data by Financial Institutions. The Code specifies the rules in the Act for use by banks and insurance companies. The full text of the Code can be obtained from the Dutch Association of Insurers and is also available on its website Pursuant to Section 62 of the Act, Delta Lloyd has registered the processing of your personal data with its data protection officer, who ensures that the processing complies with the law and codes of conduct. The privacy statement on our website provides further information on personal data and how we treat such data. 9

10 Disclaimer Although this brochure has been prepared with the greatest care, typographical errors may occur. Delta Lloyd may also revise the charges stated from time to time. Consequently, no rights may be derived from this brochure. Compliments or complaints You can give us a compliment or make a complaint online. Go to Deltalloyd.nl/klantenservice, which also sets out our complaints procedure. If you would prefer to make your complaint in writing, please send it to: Delta Lloyd NV Complaints Department P.O. Box BA Amsterdam Questions If you have any questions after reading this brochure or cannot find the service you are looking for, please contact your pensions adviser or relationship manager. P This translation is provided for information purposes only. In the event of a difference of interpretation or a dispute, the original Dutch version of this document is binding. No rights may be derived from this brochure

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