Frequently asked questions

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Does BeFrank also offer net pension schemes?

Yes, as an employer, you can conclude a net pension scheme at BeFrank for your employees who earn in excess of € 105,075 per year (2018). They can pay additional pension contributions from their net salary or take out supplementary insurance against the risk of death and occupational disability. We offer various possibilities for this. Please contact your account manager for more information.

What can we expect when our pension contract with BeFrank ends?

We would be pleased to serve you again in the following years. Therefore we will contact you or your pension adviser around six months before the end of the pension contract to discuss the available options. Should you require information before that time, that is of course also possible. Please contact your account manager, who will be pleased to help you.

Which information can I share with new employees?

If you have registered an employee for the pension scheme we will send your employee an introductory e-mail. The account number will be stated in that e-mail. The employee will receive the password in a separate e-mail. The employee can find the pension regulations, the administration agreement and more information on the pension scheme on the personal pension page. The portal also contains Pension 1-2-3, where the pension scheme is explained in simple terms.

How can employees submit their questions to BeFrank?

Your employees can always contact us by e-mail via klantenservice@befrank.nl. We can be reached by telephone on working days between 8:00 a.m. and 6:00 p.m. on +31 (0)20 – 562 11 00 and via WhatsApp on +31 (0)6 23 30 1910.

How can I reach you?

We can be reached in various ways on working days between 8:00 a.m. and 6:00 p.m. By e-mail via relatiebeheer@befrank.nl, by telephone on the general number +31 (0)20 – 562 11 00 or the number of your account manager.

What can I use the employer portal for?

The employer portal gives you access to the invoices, breakdowns of invoiced amounts, the legal documents (such as the pension regulations and the administration agreement) and the members overview. The members overview states the name and address details, the pensionable salary, percentage of the pension contribution and which members have or have not logged in on their personal pension page.

How can I notify BeFrank of changes?

You can notify us of changes, such as commencement of employment, termination of employment, salary changes and part-time percentages, via our Online Transaction Service. A status overview shows you the status of your changes. You can also notify us of the changes relating to commencement or termination of employment if these details need to be updated. Depending on the size of your organisation, you can also connect your payroll system with our pension records system to facilitate easy and automatic notification of changes.

When do you send the Uniform Pension Overviews (UPOs) to members?

Members in active employment receive a UPO each year. We will send the overview by 1 October of the following year at the latest. However, we would like to share this information with your members before that time. Therefore please inform us when you have provided notification of all changes for the preceding year. Following your approval, we will prepare the UPOs. We will place the UPOs on the employees’ portals. They will be informed of this by e-mail.

What can employees do with the risk profiles of BeFrank?

The standard risk profile for investments for members is neutral. However, they can diverge from this. To do so, they must fill in a risk profile on their personal pension page. On the basis of that questionnaire, we assess which risk profile is suited to the employee. This results in an advice. Your employee has the option of investing defensively (as little risk as possible), neutral (neither too much nor too little risk) and offensively (more risk). This choice can be notified to us directly online, following which we will adjust the investments for your employee in line with the chosen profile. Your employee can change this as many times as required and free of charge. If the pension scheme provides for the option of self-investment that is also possible. This does involve costs, however.

Do you also provide advice on pensions?

No, we do not provide advice on pensions. We do provide you, your employees and your adviser with all required information. And we offer guidance in making choices concerning the pension at BeFrank. Group pensions are a complex financial product. We believe that it is important that you receive sound advice on this. Comprehensive knowledge of your financial situation, risk appetite, experience and objectives is necessary in order to provide such advice. Therefore we refer you to a recognised pension adviser for all forms of advice.

How quickly do you respond to an e-mail?

We aim to respond to your e-mail within 24 hours. Depending on the complexity of your question, we always seek to respond within 5 working days.

Do I need to register the partner and/or child(ren) of an employee for the partner’s/orphan’s pension?

No, that is not necessary. We use the “onbepaalde partner” (unknown partner) scheme. This means that the partner’s and orphan’s pension is insured during the employment, but that the partner and child(ren) do not need to be registered for this. At the time of death or divorce, we check, on the basis of the Basisregistratie Personen (Municipal Personal Records Database) (former GBA), who the partner and/or children are. We will then contact any surviving dependents. Article 1 of the pension regulations defines who is within the scope of the definition of partner.

What should I do if I have lost my login details?

Please contact us if you no longer have your login details for the Transaction Service. You can do so by e-mail via relatiebeheer@befrank.nl, or by telephone on +31 (0)20 – 562 11 00. We will send a temporary password to the mobile telephone number that is known to us.You can request a new password for the employer portal via the login page of the portal. The temporary password will be sent to you by e-mail. You will need to state the user name and the e-mail address that are linked to this.