The care of Beneficiaries sits at the heart of everything we do
Beneficiary Care presents us with the opportunity to make a lasting difference in the lives of some of the country's most vulnerable individuals, which is why it is often referred to as the emotional anchor of our business. All decisions are taken with care in mind and are built on three core principles, simplicity, responsiveness and value.
In an industry where opaque fee structures are the norm, FedGroup boasts a transparent fee structure that ensures our beneficiaries always know what they pay for and what they get. No sub-minimums, no variable rates, no hidden costs. Because our Beneficiary Care is easy to understand, it assists guardians by taking the guesswork out of planning for the future. Our staff members are available to answer all their questions in all 11 national languages.
For FedGroup, responsiveness refers to not only responding to the needs of our beneficiaries, but also to do so in the shortest possible time frame, as delays in payments could impact materially on their wellbeing. We have therefore designed our own administration system in-house to ensure industry-leading response times. This provides our administrators with a single view of all the beneficiary’s relevant information in real time, to empower them to make quick decisions in the interest of the beneficiaries. This includes all previous correspondence, whether it was via fax, email, SMS, phone calls or physical mail. All queries are responded to within a day and valid requests can be paid out within 24 hours. Because of our real-time responsiveness, our dropped call rate is less than 1%.
Our value proposition flows from our commitment to providing real and lasting care. As such, we do not merely see our clients as numbers on a screen and numerous services are built into the product, at no additional cost. These include financial literacy training, social worker assistance and partner discounts. Because of our transparent fee structure, trustees of donor funds can gauge exactly what beneficiaries pay for the value that we provide.
Contact us to enquire about our Beneficiary Fund, which provides ongoing care, support and payment to minors. We also provide a range of other legacy services including will drafting, estate planning and administration.