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BVV Customer Service Processes - Coggle Diagram
BVV Customer Service Processes
Special Cases Team
Evaluation for Disability Pension/ Benefit Eligibility
An insured person telephone to ask about procedure
Customer Service (CS) informs the insured person to fill out the application form (written)
CS sends the form per post (for data protection reasons)
the insured person fills out and signs the form and sends it back
post/email
the completed application form might include attachments
medical insurance data
doctor's statement /assessment/evaluation
description of regular tasks at work (employee)
the application period (average) - 1 month
BVV follows up in monthly intervals
after 2 months - BVV reminder is issued for a deadline
2 more items...
might take a year or two on average (im durchschnitt)
Retired Persons/Pensioniers
Insured persons informs about upcoming retirement (letter)
Insured person requests preliminary /estimated pension amount
CS insured persons department makes necessary /requested calculations and sends it out (letter)
Letter includes the pension application form
the forms must be filled out and returned 2-3 months before planned retirement
Pension Applications Form is mailed back (signed) to CS
Applications Form includes additional documents
birth certificate
bank statement
bank info/data
medical data from health insurance
family members data (age, residence, etc)
CS processes the application
2-3 months
New Pensioner's data is entered in BVV CS system for automatic pension payments
Pensioner receives a notification for a monthly pension
1 more item...
In case the application is incomplete, letters are sent for additional documents
Reminder is sent every 4 weeks
at the age of 62
Possible Problems with Pension
Social Security payments might change reducing pension
Tax Authority requests higher contributions for social security from BVV
BVV CS makes deductions from the existing pensions before transferring the pension amount to the pensioners
Unhappy with processing time
In case of health problems, pensioners are referred to special cases department at CS
Retired Persons Decease
In case of a death of a retired person
a phone call from a surviving dependant (widow, widower, orphan, minor (under 18), family member)
BVV CS requests a death certificate and will /testament
no deadline
CS processes the documents (up to 14 days or longer)
Upon the completion of the process, CS sends out a form (registration form) asking for bank data / information for surviving dependants
no deadline
Upon the receipt of the registration form from the surviving dependants the data is entered electronically into CS system
CS check on the contribution payments to see the payments processes after the day of the death
Process the payments to the surviving dependants depending on the contract conditions
3 more items...
check the contract conditions
1 more item...
per post or email
sent per post
if no surviving dependants, the amount of contributions goes into a collective BVV pension pot and is redistributed to penners
foreign country notifications can be submitted to relevant German authorities (city hall), which issue then a death certificate
no will
a surviving dependant must procure the certificate of inheritance (court)