4 September 2024
Dear clients
We are currently experiencing technical issues affecting the AF Connect online member platform due to the high volume of savings withdrawal claims under the new two-pot retirement system. This is causing delays for online savings withdrawal claim submissions. Despite extensive preparation and testing by us and the industry, the demand has exceeded all expectations.
We are diligently working to improve the client experience. We apologise for the inconvenience caused and appreciate your patience during this time. We will provide regular updates to keep you informed.
Important reminder
Fund members can make a claim at any time during the tax year, but only once per tax year. If there is no claim this tax year, a claim can be made in the following year. The seed capital and ongoing one third of monthly contributions to the savings pot will continue to be invested and grow for when a member needs to submit a savings withdrawal claim.
Temporary switching off of certain services on AF Connect: To manage the high volume of claims, we are temporarily suspending the following services on AF Connect:
- Profile statements, savings, FAQ, graphs, tax documents, detailed balances, nomination of beneficiary details and updates, external products and useful documents.
However, we will continue to prioritise two-pot savings claims to ensure timely processing.
Thank you for your understanding and cooperation.
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