ESCALATION PROCESS FOR RETIREMENT ADMINISTRATION

Any Retirement Fund member that has a query (be it in respect of a claim they’ve lodged, or for any other reason) is strongly encouraged to contact us directly rather than via their company HR or Payroll colleague. Our Interactive Client Centre can be reached at 0861 222 588, or a query can be logged here. This query mailbox is constantly monitored. The vast majority of queries are able to be resolved at this point.

Members are specifically requested not to email or call individual Claims Administrators directly, because we cannot monitor all such emails and calls, and this may result in unnecessary delays or frustration.

If more convenient, and particularly for Two-Pot Savings Claims, the member can contact us on the NMG Benefits M1 (Member First) WhatsApp number at +27 66 478 3605 (available 8am - 5pm).

In the event of a member issue or concern that cannot be resolved at the initial point of contact, the following escalation process should be followed:

1. First Line of Escalation:

• Contact Person: Your Fund's Operations Manager

2. Second Line of Escalation:

• Contact Person: Rizwana Amod, Head of Retirement Fund Administration
• Email: ramod@nmg.co.za
• Contact Number: 011 509 3024

3. Final Line of Escalation:

• Contact Person: Siphamandla Buthelezi, Head of Platforms
• Email: sbuthelezi@nmg.co.za
• Contact Number: 011 509 3298