NIB employees need to be more sensitive

People have been calling me to complain about the treatment they are receiving from some employees.

I sent someone to a NIB office to submit a retirement benefit claim. She was told by a disgruntled employee that she did not have any money to get. She has 400 contributions so is entitled to a retirement grant.

Her claim was late so she provided a letter explaining that she thought she had to have 750 contributions to submit her claim.

They refused the claim. I advised her to take it back to the office and submit again.

I sent another person to submit a survivors benefit claim. She was told she cannot make a claim, even though she received a funeral grant. She is over 60 years old.

Someone complained to me about a sickness benefit claim that was not honoured. This person suffered three strokes in two years, so the claim was late.

Instead of advising him what to do, he was told he cannot make a claim for sickness benefit.

What is really going on at NIB? These people have contributed to the system. Some of these seniors decided not to submit their retirement claims because of the treatment they are receiving from some employees. They are frustrated and fed up.

These new employees have to learn to empathise and be sensitive to claimants’ needs.

I hope the executive director looks into these complaints and the behaviour of these employees, and have them trained in public relations.

They cannot be disrespectful and insensitive to the public.

They must show respect and be courteous and also provide accurate information. Make them do their jobs professionally and to the best of their ability. You need to fix this, Madam ED.

MODICIA MARTIN via email