The chief executive of a superannuation administration platform has hit back at Cbus chair Wayne Swan’s claims that the “paucity of competent administrators” was to blame for super fund members waiting too long to receive their insurance payouts.
Fok called out high staff turnover at the third-party administrator as a reason behind the poor customer service, while Swan said the entire superannuation sector was grappling with issues stemming from MUFG. “It was during this challenging period where some members did experience delays. Since then, we have continued to collaborate with our clients on initiatives around member experience processes and resourcing … The issues highlighted recently are sector-wide and will require all stakeholders to collectively improve the experience that members receive.”
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