BY THEMBA ZWANE
EZULWINI – Know Your Customer (KYC) verification has been identified as a key safeguard in protecting members’ benefits as the Eswatini National Provident Fund (ENPF) rolls out faster and more convenient digital services.
The Fund says accurate and up-to-date member information is critical to ensuring that services such as Express Claims and MyENPF deliver greater convenience without compromising the security of members’ funds.
Express Claims, which is currently being piloted for claims of up to E5 000, relies on accurate KYC information to establish that a claim is being submitted by the legitimate member and that the benefit is paid to the correct person and bank account.
ENPF Chief Executive Officer Futhi Tembe said speed and security had to go hand in hand as the Fund transformed its services.
“We want our members to experience faster and more convenient services, but that convenience must be built on secure and accurate information. KYC is therefore not simply a compliance exercise. It is part of protecting the member and protecting their benefit,” Tembe said.
She urged members to ensure that their personal and banking information held by ENPF remains current, particularly when there are changes to identity documents, names, contact numbers or banking details.
“If your identity details, contact information or banking details have changed, it is important that you update them with ENPF. Having the right information allows us to serve you more efficiently when you need us,” she said.
Tembe said KYC was also central to the Fund’s broader digital transformation, as platforms such as MyENPF depended on reliable member records and secure identification.
She stressed that the shift towards digital services should not be interpreted as the removal of safeguards, but rather as an opportunity to strengthen the systems used to serve and protect members.
“Digital transformation is about making the member’s experience easier. But for that to work properly, we need to know that the person accessing the service is genuinely the member and that the information we have is correct,” Tembe said.
The E5 000 ceiling for Express Claims forms part of the pilot phase, allowing ENPF to test the new process, identify teething issues and strengthen its controls before considering a wider rollout.
Tembe said the Fund would use lessons from the pilot to improve the service while maintaining strong protections for members’ money.
“This is a pilot, and like any new service, we will learn from the experience and improve it. Our objective is to make the process faster without compromising the security of members’ money,” she said.
For ENPF members, maintaining updated KYC information is therefore more than an administrative requirement. It is an important part of ensuring that legitimate claims can be verified, processed and paid efficiently and securely when benefits are needed.
The Fund’s digital transformation seeks to improve the member experience by reducing delays and making services more accessible, while ensuring that convenience is supported by systems capable of protecting members and their benefits.
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