Responsible business practices
At PFA, we create value for our customers via long-term and responsible growth, based on fair and decent business practices that are reflected by all of PFA’s business activities. At PFA, customers will get a qualified recommendation based on their own individual needs and circumstances via a process that is reasonable, fair and transparent.
Sometimes, a customer has a bad experience with PFA when they have had a complaint processed. Some customers might need to talk to someone who can push things along or offer some good advice on how they can move forward. Other customers just want to let PFA know of their bad experience so that PFA can learn from its mistakes.
Therefore, we have a Customer Representative at PFA who is tasked with maintaining or restoring customer trust if something has not been handled correctly.
Focus on payouts being correct
Customers have an interest in there not being unwarranted or incorrect payouts from PFA. Payouts must be processed on a correct basis, as incorrect payouts negatively impact the other customers in the form of higher insurance premiums and smaller pensions.
Therefore, PFA has established an internal investigation unit which looks at cases where there may be doubts as to the basis of, for example, insurance payouts. The unit is anchored in PFA’s insurance department and reports to PFA’s Head of Insurance.
PFA follows the pension and insurance industry’s code of ethics for investigatory work.