Pension claims process is now faster - SSNIT Boss assures pensioners

The Director-General of the Social Security and National Insurance Trust (SSNIT), Kwasi Afreh Biney, says the institution's digital transformation efforts have significantly reduced the time required to process pension claims, with most applications now completed within seven days.

Speaking on Joy News, Mr. Biney explained that pension claims that previously took much longer to process can now be finalized within an average of one week, provided all required documents are submitted and verified.

“So let’s say you’ve gone on pension now, all your documents are right, and you’ve submitted them to us. On average, now it takes us seven days to process your request to be put on the pension payroll to the very end, because remember, we need to do some investigations, we need to pick files, do some validations, and all that,” he said.

According to the SSNIT Director-General, the improvement has largely been driven by investments in automation and digital service delivery systems, which have streamlined administrative processes and enhanced efficiency.

Despite the progress, Mr. Biney noted that the success of digital transformation depends not only on technology but also on the willingness of customers to embrace digital platforms.

“Automation has really helped, but one of the things that I believe we need to work on is the mindset shift as to the use of our digital channels,” he stated.

He observed that many institutions invest heavily in technological solutions but often overlook the importance of encouraging users to adopt and consistently utilize those systems.

“If you’ve invested in technology but you haven’t gotten people to accept it and use it, you will not get the benefits that you seek,” he said.

To address this challenge, Mr. Biney disclosed that SSNIT has established a dedicated department responsible for improving digital engagement, gathering customer feedback, and ensuring that online services remain user-friendly and responsive to customer needs.

“That is why we have currently set up a department whose core job is to look at our digital channels, to get people to use it, to get feedback and ensure that consistently we are nimble and improving for people to use with ease and convenience,” he explained.

He further revealed that SSNIT has adopted a deliberate strategy to make digital platforms the preferred channel for service delivery while maintaining physical interactions as a complementary option for customers who require additional assistance.

“We also made a conscious decision that we wanted digital to be the default, and once digital is the default, we need to go out there, let people know the convenience and ease that our digital channels bring, so that people use it, and then face-to-face becomes complementary to the digital use,” he said.

Mr. Biney emphasized that modern service delivery must align with the increasingly digital lifestyles of customers.

“You wake up in the morning, and probably the first thing you pick up is your phone. You probably will go on WhatsApp. Let’s look at how we live our lives and offer solutions that mimic that way of living. And through that, we bring convenience and service to the people,” he stated.

He reiterated that increasing digital adoption remains central to SSNIT’s efforts to provide faster, more efficient, and customer-focused pension services for contributors and retirees across the country.