- New Express Claims promises eligible members benefits within three hours
BY THEMBA ZWANE
EZULWINI – The Eswatini National Provident Fund (ENPF), also known as Lidlelantfongeni, has launched three new initiatives aimed at making its services faster, more convenient, accessible and accountable for its more than 180 000 active members.
The initiatives are Express Claims, the Payment Gateway and the ENPF Service Charter, launched at Happy Valley Hotel in Ezulwini on Wednesday, 7 October 2026, during Customer Service Week, whose theme this year is “The Extra Mile”.
ENPF Chief Executive Officer Futhi Tembe said the three initiatives represented more than the introduction of new products, describing them as a new promise to members.
“Your time matters. Your convenience matters. Your experience matters. And, most importantly, you matter to ENPF. These initiatives demonstrate our commitment to putting members first and ensuring that this commitment is visible in the experience of every member,” Tembe said.
EXPRESS CLAIMS CUTS TURNAROUND TIME
The most immediate change for members is the Express Claims service, through which eligible claims can now be processed and paid into members’ accounts within three hours, subject to the fulfilment of all requirements.
The service is designed to reduce delays at a point when members may be going through significant life changes, including retirement or termination of employment.
Tembe said the initiative was about more than speed.
“Express Claims is about respecting our members’ time and improving their experience at a moment that matters. We are saying that efficient service should not be an exception. It should be the standard,” she said.
The development represents a significant acceleration from previous claim-processing performance. Government reporting has recorded average claim processing of about 1.60 days against a two-day target.
ENPF General Manager Operations Vusi Ngcamphalala said the new service would require discipline across the organisation to sustain the three-hour commitment.
“Express Claims is changing the way we think about turnaround times. The technology is important, but the real success will come from accurate information, efficient processes, teamwork and our ability to resolve issues quickly so that eligible members receive their benefits when they need them,” Ngcamphalala said.
PAYMENT GATEWAY BRINGS CONTRIBUTIONS ONLINE
The second initiative, the Payment Gateway, gives employers and members another convenient way to make contributions.
Available through the ENPF Portal, the gateway allows users to make contribution payments using debit cards. The system also supports voluntary contributions and provides a more convenient digital route for interacting financially with the Fund.
Tembe said digital transformation was not about introducing technology for its own sake.
“It is about using technology to remove barriers. We must continually ask ourselves how we can make it easier for a member to do what they need to do without unnecessary travel, waiting or administrative burden,” she said.
The Payment Gateway forms part of ENPF’s wider #MyENPF digital transformation programme, which seeks to increase voluntary compliance, promote voluntary contributions, improve the member experience and promote self-service.
Ngcamphalala said the gateway could also strengthen the contribution process.
“Making it easier for employers and members to make payments is an important part of improving the overall member experience. We want our systems to support compliance while giving members greater flexibility and convenience,” he said.
SERVICE CHARTER STRENGTHENS ACCOUNTABILITY
The third initiative is the ENPF Service Charter, which establishes clear service standards and gives members a clearer understanding of what they can expect when interacting with the Fund.
The Charter is built around four pillars: clear standards, customer rights, customer responsibilities and a route for redress.
Tembe said the Charter would make ENPF’s commitment to service excellence measurable.
“A Service Charter is more than a document displayed on a wall. It is a public statement of what our customers can expect from us and what we expect from ourselves as an organisation,” she said.
The Charter is also intended to ensure consistency across ENPF’s service points.
“Our service standards must be consistent. Customer service should not depend on which office you visit, which employee assists you, or what day you happen to come to ENPF,” Tembe said.
PART OF A WIDER DIGITAL TRANSFORMATION
The three initiatives form part of a digital transformation journey that began with the new Fund Management System, Reloaded, in 2019.
In 2021, ENPF introduced NPF Automation, the Portal and Mobile App. Receipt Automation and the Employer Wallet followed in 2022, while the Employer Compliance Certificate and online employer registration were introduced in 2023.
In 2025, the Fund introduced KYC and the *003# USSD service. Express Claims and the Payment Gateway now represent the latest digital milestones, supported by the Service Charter.
Before 2021, members and employers relied heavily on manual processes, including physical forms, payments at service centres, manual benefit claims and printed or posted statements.
ENPF said the transformation was designed to make saving and compliance more seamless while fulfilling its mandate of ensuring a dignified retirement.
In 2025, the Fund disbursed E383 million in member benefits, underlining the scale of the services it provides.
Tembe said the ultimate measure of the transformation would be whether members experienced a meaningful difference.
“Our members entrust us with a portion of their earnings and, ultimately, with an important part of their financial future. We have a responsibility to ensure that every interaction with ENPF reinforces confidence in the institution,” she said.
She said the three initiatives represented one direction for the Fund: becoming more accessible, responsive, accountable and customer-centred.
“This is #MyENPF: a Fund that puts its members first. We want to be an institution that our members can trust, access with ease and experience with confidence,” Tembe said.
The CEO officially launched the Express Claims Service, Payment Gateway and ENPF Service Charter at the media launch.
#ENPF #Lidlelantfongeni #ExpressClaims #PaymentGateway #ServiceCharter #MyENPF #CustomerServiceWeek #DigitalTransformation #Eswatini #CustomerExperience #FinancialInclusion
