‘Een deelnemer denkt anders dan wij’

The central message is that participants value relevant information most when they need it, rather than generic disclosure at fixed points. For compliance and conduct teams, this signals continued supervisory focus on the effectiveness of participant communications during the pension transition. There are no new rules or deadlines in the article, but firms should treat it as a useful indication of AFM expectations around timing, accessibility, clarity and participant understanding.

Practical actions include mapping participant decision journeys, testing whether communications are relevant at each stage, aligning messaging with transition milestones, and documenting how feedback and comprehension are monitored. Pension providers should also consider how digital channels, personalised information and proactive engagement can reduce confusion and complaints. The risk level is low in immediate regulatory terms, but poor communication can create reputational, conduct and trust issues.

The opportunity is to strengthen participant engagement and demonstrate good governance by making communications more timely, targeted and understandable. Compliance teams should review communication strategies and be ready to explain design choices to the AFM.