Participants don't fail WTP transitions because of technical complexity—they fail because they didn't understand what was happening. We design and deliver AFM-compliant communication that participants actually read, understand, and act on.
The AFM requires you to inform participants clearly and in time. But "comply with the rules" isn't the same as "participants actually understand." Many funds issue technically correct letters that sit unread in participant mailboxes. Result: confusion, complaints, and avoidable disputes at transition.
Worse, poor communication erodes participant trust at the exact moment you need it most. A participant who feels kept in the dark is more likely to challenge transfer decisions, refuse to sign, or file complaints they wouldn't have filed with better information.
We start from the participant perspective: What do they need to know? In what order? Using which channels? Using language they actually use at home, not in boardrooms. This is AFM B1 compliance that works because it's built for comprehension, not coverage.
Phased roadmap aligned to your transition timeline. We define key moments (decision, announcement, go-live), audience segments, channels, and content themes. AFM-mapped to keep you compliant without guesswork.
We draft (or review your drafts) of all participant-facing materials: decision letters, transition guides, portal content, FAQs, email sequences. Every piece tested for plain language clarity and regulatory fit.
We facilitate council briefings, handle Q&A preparation, and design council-to-participant communication. Councils become your communication allies, not blockers.
We coordinate with employers and internal HR teams to ensure employer communications align with yours. Participants hear one story from benefits admin, their employer, and your fund.
We design complaint workflows and response templates. If participants do complain, responses are timely, clear, and AFM-defensible. We also track complaint themes to improve communication proactively.
We review all materials against AFM B1 standards before publication. Post-transition, we audit your communication archive to ensure it stands up to regulator review.
We map your transition timeline, participant segments, key decision moments, and channels. We define success metrics: comprehension rates, council feedback, complaint themes. We draft AFM-compliant strategy that's practical to execute.
We create templates, review drafts, test language for clarity. Every material goes through rounds of simplification. We ensure consistency across channels (letters, email, portal, council briefing). AFM compliance checks built into every iteration.
We support your team through each phase: decision announcement, transition briefing, go-live communication. We prepare council talking points, help with Q&A rehearsal, monitor early participant response, and adjust messaging if needed.
We track complaint themes, council feedback, and participant questions. If communication gaps emerge, we diagnose them and propose targeted improvements. Post-transition, we compile communication audit for regulator readiness.
You're a pension fund running a WTP transition and you know that clear participant communication isn't a "nice-to-have"—it's core to avoiding disputes, keeping costs under control, and protecting your reputation. But you also know that writing AFM-compliant materials that participants actually understand isn't something most in-house teams are trained to do.
You may already have internal comms expertise. That's good. We don't replace them—we work alongside them, bringing pension-specific and AFM expertise to ensure every message hits both compliance and comprehension targets.
We follow AFM's published B1 standards: simple sentences (15-20 words), common words, active voice, no jargon (or explain it). We test every piece of content against these standards. We also know which pension-specific terms can't be simplified—and we explain those carefully. It's compliance that reads naturally.
Yes. Most funds have in-house comms capability. We act as subject-matter advisors and quality gatekeepers. We help your team draft materials, review drafts for AFM fit, and ensure consistency across channels. You maintain control; we add pension and regulatory expertise.
We can't change minds for you, but we can prevent communication from fueling resistance. We design materials that explain the "why" clearly, address common concerns proactively, and provide legitimate ways for participants to ask questions or lodge complaints. Better communication often turns down the volume on pushback.
Yes. If you have significant non-Dutch participant groups, we can design multi-language strategy and work with specialist translators to ensure plain language standards hold in each language. We also adapt materials for different audience segments (e.g., inactive vs. active participants).
Let's talk about your communication roadmap. We'll review your transition timeline, identify key communication moments, and discuss how to keep participants informed without overwhelming them.
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