Take a look behind the scenes
On behalf of TNO Pension Fund, AZL sees to the entire administration and payment of pensions. So if you call 'us', you'll get someone from AZL's customer service on the line. And if you send an e-mail, AZL will reply to it. Much more is currently going on behind the scenes. Read all about it...
Better service, faster response
Our customer service has been redesigned over the past few months, which may have reduced the level of service you're accustomed to. We're very sorry if that has affected you! Together with AZL, we're working hard to bring the pension administration and customer service back up to standard. And even to make improvements! Our goal is optimal accessibility and e-mail response within 24 hours. We're happy to take you behind the scenes and tell you more about it
Together with AZL, we're working hard to bring the pension administration and customer service back up to standard. And even to make improvements!
Changes behind the scenes
Our aim is to provide a perfect service at an acceptable cost. To continue to make this happen in the future, a number of changes have been made to the organization of AZL. Since 1 January this year, all of AZL's activities have been moved from Utrecht to Heerlen. In the new location the administration is based on processes and there is now a central customer service. This makes the whole more agile and cost-efficient. Future developments can therefore be dealt with more flexibly. Examples include the pension agreement and further digitization or robotization.
Measures have been taken and our handling of e-mails is back up to scratch.
How will this affect you?
Ultimately, the service level will improve, but we also know that the changes at AZL over the past six months have had an impact on the level of service we want to provide. The handling of questions by e-mail, telephone, or post was not all that it should have been. Once again, our apologies for that inconvenience. Measures have been taken and our handling of e-mails is back up to scratch.
How much longer will this take?
However, we expect that we will need a bit more time to optimize the pension administration. It will take at least another six months. Unfortunately, it is what it is. We have to be realistic. We as a pension fund maintain close contact with AZL. However, should you encounter any urgent problems due to delays in our service, please let us know. We'll be pleased to look at how we can solve the problem together.
We hope we can count on your patience and understanding. The most important thing to us is that you, as a member or pensioner, benefit from a high-quality pension service and top level administration. Not only for the short term, but also for the future. That is why we need to make these changes now.
We're going for a high quality pension service and administration. That is why we need to make these changes now.