In wake of hundreds of complaints…NIS promises to boost investigative, other capacities

Dec 01, 2019 News

In wake of hundreds of complaints and queries the National Insurance Scheme, (NIS) has promised to boost investigative and customer care capacities of the Scheme.

NIS’s General Manager, Holly Greaves

General Manager of NIS, Holly Greaves, spoke to Kaieteur News recently following reports that the Scheme has seen notable complaints particularly as it relates to payments of senior citizens.
Greaves noted that NIS is cognizant of the concerns, and has moved to boost the capacity.
“We have a lot of complaints but NIS has been putting systems in place to address the queries and complaints. We have a customer care department, a public relations department, and our investigative unit is also in place. NIS also has a website where people can live chat with a customer service representative and even check on their contributions.”
Greaves said however that given the amount of complaints NIS receives on a daily basis the Scheme challenged to address the concerns as promptly as the costumer may desire.
“For instance, NIS has two investigative officers to deal with queries about benefits and pension and the information is not always readily available so that is challenge,” Greaves said in response to concerns over cases recently publicized in the news.
She stressed nonetheless that the Scheme continues to work to change the situation.
“NIS is aware of the shortcomings and we are working to address them.”
At present (NIS) has 52, 944 pensioners on roll.
Of this amount, 39,008 are in receipt of old age pension; this number consisted of 11,736 overseas old age pensioners and 27,272 local old age pensioners.
In an interview earlier this year, Greaves noted that 25,590 old age pensioners were in receipt of a minimum pension–$32,100 which represents 50 percent of the minimum wage, as at August, 2019.
Giving a breakdown, Greaves had explained that the scheme also comprised of 79,852 short term claims and 2,577 long term claims.
“Of the amount received 78,504 or 95.2% were processed and paid. Of the $1.7 billion budgeted for short term benefits in 2019, the Scheme has already expended $960M. The main contributing factor to this expenditure line is the $391M already spent on Medical Care expenses as at August 2019,” the General Manager said.

She related that of significance is the rising cost to the Scheme for some Non Communicable Diseases (NCDs) such as Hypertension, Diabetes mellitus, Cancer, Degenerative Heart Disease and Respiratory Infection. As at August 2019 reimbursement for these five categories totaled $262,663,459, she added.
Greaves, nevertheless added, “There is hardly a family, in Guyana which does not have one or more members receiving benefits, usually an aging parent or grandparent. It is evident that the safety net provided by this institution plays an important role in the socio-economic fabric of our society.”
“The challenges we face are real and will not be met easily in a short space in time. But we will continue to reaffirm our commitment to provide the best service to the contributors and pensioners.
“We have before us the task to ensure that this institution is not only maintained, but developed to meet the future needs of the society.”