USER GUIDE

PRE-RETIREMENT LUMPSUM BENEFIT CLAIM

Version 1.1
Table of Contents
STEP 1: ACCESSING THE PORTAL ......................................................................................................... 3
1.1. HOW TO ACCESS THE PORTAL ............................................................................................. 3
1.2. HOW TO LOGIN ......................................................................................................................... 4
1.3. PORTAL DASHBOARD ............................................................................................................. 5
STEP 2: ACCOUNT MANAGEMENT ....................................................................................................... 6
2.1. UPDATE/CONFIRM PAYMENT MODES ................................................................................ 7
2.2. UPDATE/CONFIRM BENEFICIARIES ..................................................................................... 9
2.3. UPDATE EMPLOYMENT HISTORY ...................................................................................... 10
STEP 3: CONTRIBUTION MANAGEMENT .......................................................................................... 14
3.1. VIEW/DOWNLOAD CONTRIBUTION STATEMENT .......................................................... 14
3.2. REPORT OVER/UNDERPAYMENTS ..................................................................................... 16
STEP 4: BENEFIT MANAGEMENT ........................................................................................................ 17
4.1. CLAIM ESTIMATOR ................................................................................................................ 18
4.2. INITIATE CLAIM...................................................................................................................... 18
STEP 5: PROFILE MANAGEMENT ........................................................................................................ 23
5.1. RESET SECURITY QUESTIONS ............................................................................................. 23

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Table of Figures
Figure 1: National Pension Scheme Authority Website URL ........................................................................ 3
Figure 2: National Pension Scheme Authority Website home page ............................................................. 3
Figure 3: NAPSA e-Services Access Webpage ............................................................................................... 4
Figure 4: Pre-Retirement Lumpsum Benefit Claim Portal Login page. ......................................................... 5
Figure 5: Pre-Retirement Lumpsum Benefit Claim Portal Home Page. ........................................................ 6
Figure 6: Pre-Retirement Lumpsum Benefit Portal Manage Account Page ................................................. 7
Figure 7: Pre-Retirement Lumpsum Benefit Claim Payment Modes Window. ............................................ 8
Figure 8: Pre-Retirement Lumpsum Benefit Claim Payment Bank Details Update Window........................ 9
Figure 9: Pre-Retirement Lumpsum Benefit Claim Payment Beneficiary Details Confirmation Window .. 10
Figure 10: Pre-Retirement Lumpsum Benefit Claim Employment History Update Window ...................... 11
Figure 11: Pre-Retirement Lumpsum Benefit Claim Employment History Submission Success Window .. 12
Figure 12: Pre-Retirement Lumpsum Benefit Claim Flagged Issues Window............................................. 13
Figure 13: Pre-Retirement Lumpsum Benefit Claim Flagged Issues Resolution Window .......................... 14
Figure 14: Pre-Retirement Lumpsum Benefit Claim Contributions Page ................................................... 15
Figure 15: Pre-Retirement Lumpsum Benefit Claim Member Statement Pop-up Window ....................... 15
Figure 16: Pre-Retirement Lumpsum Benefit Claim Member Statement Generation Page ...................... 16
Figure 17: Pre-Retirement Lumpsum Benefit Claim View Amount Paid By Employer Page ...................... 17
Figure 18: Pre-Retirement Lumpsum Benefit Claim Under/Overpayments Submission Success Window 17
Figure 19: Pre-Retirement Lumpsum Benefit Claim Estimator................................................................... 18
Figure 20: Pre-Retirement Lumpsum Benefit Claim Initiation Page ........................................................... 19
Figure 21: Pre-Retirement Lumpsum Benefit Claim Computation Page .................................................... 20
Figure 22: Pre-Retirement Lumpsum Benefit Claim Initiation Security Questions Page ............................ 21
Figure 23: Sample of where to find the NRC Card Number ........................................................................ 21
Figure 24: Pre-Retirement Lumpsum Benefit Claim Initiation Payment Mode Selection Page ................. 22
Figure 25: Pre-Retirement Lumpsum Benefit Claim Initiation OTP Initiation Page .................................... 22
Figure 26: Pre-Retirement Lumpsum Benefit Claim Initiation Confirmation Page..................................... 23
Figure 27: Initiate Security Questions Reset ............................................................................................... 23
Figure 28: Window for capturing the new security questions. .................................................................. 24
Figure 29: Window for capturing the security questions amendment OTP. .............................................. 24
Figure 30: Security questions and answers update confirmation. ............................................................. 24

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STEP 1: ACCESSING THE PORTAL
1.1. HOW TO ACCESS THE PORTAL

A) Open any web browser on an internet-enabled gadget being used (e.g., laptop, desktop, tablet,
or mobile phone) and go to the NAPSA website www.napsa.co.zm. (See Figure 1 below)

Figure 1: National Pension Scheme Authority Website URL

B) On the NAPSA website, click on the “Online Services” button on the top right corner of the
page (See Figure 2 below).

Figure 2: National Pension Scheme Authority Website home page

C) On the NAPSA e-Services access webpage (see Figure 3 below), click on the “Member
Services” tab. You’ll find two buttons (i.e., “eNAPSA Member” and “Claim Pre-Retirement
Benefit”).
D) If you’re a first-time user or you had signed up before 26th March, 2023, click on
“eNAPSA Member” button and proceed to sign-up on the eNAPSA portal (see Figure 3
below). Refer to the sign-up user guide on https://www.napsa.co.zm/guides/

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E) If you have already signed up on eNAPSA, proceed to click on the “Claim Pre-retirement
Lumpsum Benefit” button (see figure 3 below) to access the Pre-Retirement Lumpsum Benefit
claim login page.

Figure 3: NAPSA e-Services Access Webpage

1.2. HOW TO LOGIN

F) Figure 4 below shows the Pre-Retirement Lumpsum Benefit login page. Please proceed to
enter your eNAPSA login details (i.e., username and password obtained after signing up on
eNAPSA) to login to the portal.

G) For members who signed up on eNAPSA after 26th March 2023 but have forgotten their
password, click on “Forgot Your Password” link and proceed to reset the password from the
eNAPSA portal.

H) For members who may have not signed up on eNAPSA or signed up on eNAPSA before 26th
March 2023 but have reached the Pre-Retirement Lumpsum Benefit login page. Please click
on “Don’t have an account? Sign Up” link and proceed to sign-up from the eNAPSA portal.

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Figure 4: Pre-Retirement Lumpsum Benefit Claim Portal Login page.

1.3. PORTAL DASHBOARD

I) Once a member successfully logs in, you should be able to see the Pre-Retirement Lumpsum
Benefit portal landing page (see figure 5 below). Please Make sure you can view the portal
dashboard with the following information:
1. “Total Contribution Amount” as per your contribution statement
2. “Total Contribution Count” indicating the number of months reflecting on your member
statements.
3. “Flagged Issues” showing the number of issues to be resolved on your account based on
the extent to which you have updated your details (Know Your Customer – KYC Status).
4. “Claim Benefit” reflecting the eligible amount to be claimed based on your contribution
statement. Note that the “Claim Amount” will be zero if:
a. There are any flagged issues.
b. Your KYC status is not at 100% (i.e., some items are still in ‘red’)
c. You do not qualify for any claim at the time of logging in.
d. You have submitted or been paid another NAPSA claim (i.e., retirement
pension/lumpsum, invalidity, or survivors claims).
5. “KYC Status” showing the extent to which a member’s details have been updated. Note
that any items indicated in “red” will need to be updated to bring the KYC status to required
100% rate and turn “green”.

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 6. “Claim Estimator” enables the member to project their estimated pre-retirement lumpsum
benefit payable by entering their current gross salary.

Figure 5: Pre-Retirement Lumpsum Benefit Claim Portal Home Page.

STEP 2: ACCOUNT MANAGEMENT

This step gives a clear guide on how to manage (i.e., verify and/or update) some key customer
details on the member’s account that are a critical requirement when processing a benefits
including the pre-retirement lumpsum benefit.
J) To update any incomplete customer details, navigate to the “Manage Account” page by
clicking on the “Review” link against each detail indicated in “red” or click on the “Manage
Account” menu item on the left menu bar (see figure 5 above).

K) On the “Manage Account” page (see figure 6), take note of the following:
1. Payment Modes: This button allows a member to initiate the update of their bank details
by simply clicking on it.
2. Beneficiaries: This button allows a member to verify, confirm, and/or update their
beneficiary details by simply clicking on it.
3. Employment History: This button allows a member to initiate the update of their
employment history by simply clicking on it.

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Figure 6: Pre-Retirement Lumpsum Benefit Portal Manage Account Page

2.1. UPDATE/CONFIRM PAYMENT MODES

L) From figure 6 above, click on “Payment Modes” button to initiate the update a member’s bank
details. A pop-up window will display (see figure 7) showing the payment modes available.
Note the following:
1. The member’s verified account name and mobile phone number will pre-populate on the
screen under the mobile money account details.
2. The member’s names, as verified on the NAPSA system will equally auto-populate on the
screen under the Bank Account section. To update the bank details (i.e., Bank name,
branch, and account number), click on the “Submit Bank Details” button.

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Figure 7: Pre-Retirement Lumpsum Benefit Claim Payment Modes Window.

M) To complete the bank account update, select your bank and branch names from the drop-down
list, enter your 13-digit account number, tick the consent checkbox, and then click on the
“Update Bank Account” button (see figure 8 below). The user will then receive a one-time
pin on their registered mobile phone number which they should enter (numbers only) to
confirm the bank account details update.

N) Please note the bank account details validation will fail for any of the following reasons:
1. The registered names at NAPSA differ from the account names at the bank. Ensure your
names registered on your bank account are as per your NRC.
2. The bank account number provided is invalid or inactive.

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Figure 8: Pre-Retirement Lumpsum Benefit Claim Payment Bank Details Update Window.

2.2. UPDATE/CONFIRM BENEFICIARIES

O) From figure 6 above, click on the “Beneficiaries” button to initiate the Beneficiary update
process. Please take note of the following.
1. If the member already updated their details via eNAPSA and what has been displayed
under list of beneficiaries (see figure 9 below) is correct, click on “Confirm Beneficiaries”
button to affirm the correctness of the details.
2. If the list of beneficiaries displayed (see figure 9 below) is blank and the member does not
have any beneficiaries to add, click on the “Confirm – Do not have Beneficiaries” button
to affirm the correctly of the details.
3. Otherwise, click on the eNAPSA link that is above the list of beneficiaries (see figures 9)
to update the list of beneficiaries. Refer to the sign-up user guide accessible on
https://www.napsa.co.zm/guides/ and follow the steps on how to update beneficiaries.

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Figure 9: Pre-Retirement Lumpsum Benefit Claim Payment Beneficiary Details Confirmation Window

2.3. UPDATE EMPLOYMENT HISTORY

P) From figure 6 above, click on the “Employment History” button to initiate the employment
history update process. A pop-up window below will display (see figure 11).
Q) Enter details as per screen shot in figure 11 below for all the employers you work for (i.e.,
Employer name, town you worked in, start data, and end-date).
R) Use the “Add Employment History” button to add more employers on the list (see figure 11).
S) To remove any employer from the list, click on the red icon against each employer record.
Note that you can only remove an employer from the list before the final submission.
T) Once all the employers have been entered, click on the “Submit Employment History” to
submit your employment record.

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Figure 10: Pre-Retirement Lumpsum Benefit Claim Employment History Update Window

U) The success message in figure 12 below will be displayed upon successful submission of the
employment history.

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Figure 11: Pre-Retirement Lumpsum Benefit Claim Employment History Submission Success Window

V) Please take note of the flagged issues arising from your submitted employment history (see
figure 13 below). Click on each of the flagged buttons to proceed to initiate their resolution
by indicating whether you worked in the flagged months or not.

W) Please indicate which months you worked for by picking the appropriate option on the
dropdown list against each month (see figure 14 below). Click on the submit button once done.

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Figure 12: Pre-Retirement Lumpsum Benefit Claim Flagged Issues Window

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Figure 13: Pre-Retirement Lumpsum Benefit Claim Flagged Issues Resolution Window

STEP 3: CONTRIBUTION MANAGEMENT

This step gives a clear guide on how to manage (i.e., verify and/or update) some key contribution
details on the member’s account that may be a critical factor when processing a benefits including
the pre-retirement lumpsum benefit.
3.1. VIEW/DOWNLOAD CONTRIBUTION STATEMENT

X) Please navigate to the contributions page (see figure 15) by clicking on the “Contributions”
menu item on the left menu item.

Y) To access your member statement, click on either the “Total Contributions” or “Contributions
Count” buttons to open the member statement pop-up window (see figure 16).

Z) Click on the “Member Statement” Button to proceed to view your statement. Specify the date
range and utilize the “Download” button to download a PDF copy of the statement (see figure
17 below).

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Figure 14: Pre-Retirement Lumpsum Benefit Claim Contributions Page

Figure 15: Pre-Retirement Lumpsum Benefit Claim Member Statement Pop-up Window

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Figure 16: Pre-Retirement Lumpsum Benefit Claim Member Statement Generation Page

3.2. REPORT OVER/UNDERPAYMENTS

AA) This section allows the member to report any under-payments and over-payments on their
statement (see figure 18).

BB) The member will be required to verify all the records on the statement against the actual
deductions on their pay-slips. Any anomalies noticed; the member can update the “NAPSA
deduction on pay-slip” with the actual amount deducted on their pay-slip (see figure 18).

CC) Once submitted, a success message will be displayed and the “Underpaid/ Overpaid
Contributions” sections under flagged issues (see figure 13) will display the number of months
affected.

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Figure 17: Pre-Retirement Lumpsum Benefit Claim View Amount Paid By Employer Page

Figure 18: Pre-Retirement Lumpsum Benefit Claim Under/Overpayments Submission Success Window

STEP 4: BENEFIT MANAGEMENT

This step gives a clear guide on how to manage some key benefits functions on the member’s
account and ultimately facilitate for the initiation of the pre-retirement lumpsum benefit.

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4.1. CLAIM ESTIMATOR

DD) The Claim Estimator (see figure 20) allows a member to make projections on how much
their pre-retirement lumpsum benefit payable would be for the current year and for the
subsequent years up to a period of five (5) years ahead.

EE) To estimate, the member will simply enter their current (or last received) gross pay and
click on “Calculate Estimates” button.

FF) Please take not of the disclaimer displayed that explains the assumptions that the estimator
takes into consideration.

Figure 19: Pre-Retirement Lumpsum Benefit Claim Estimator

4.2. INITIATE CLAIM

GG) To initiate a pre-retirement lumpsum benefit claim, navigate to the “Benefits” page by
clicking on the “Initiate Claim” button on the dashboard or click on the “Benefits” menu item
on the left menu bar (see figure 5 above). You should be able to see the “Benefits” page as
shown in figure 21 below.

HH) Proceed to click on the “Claim Benefit” to initiate the claim (see figure 21 below).

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Figure 20: Pre-Retirement Lumpsum Benefit Claim Initiation Page

II) Figure 22 shows the claim eligibility page displaying the payable amount. Please proceed to
click on the “Initiate Claim” button to initiate the claim.

JJ) Please note that if there are any incomplete verifications on the KYC status (i.e., items in red),
the “Initiation Claim” button will not be available.

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Figure 21: Pre-Retirement Lumpsum Benefit Claim Computation Page

KK) To complete the claim initiation process, each member will be required to respond to the
security questions that they had setup at the time of sign-up (see figure 23 below).

LL) Further, note that the member will be required to enter their card number (i.e., the number
is clearly labeled at the back of the NRC card. Please do not enter NRC number) as part of
the claim initiation process (see figure 24 below).

MM) The member will also be required to select their mode of payment based on what they had
initially defined in their profile (see figure 25 below). Please note that the mobile money
payment mode will not be display if the amount payable is above K20,000.

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Figure 22: Pre-Retirement Lumpsum Benefit Claim Initiation Security Questions Page

Figure 23: Sample of where to find the NRC Card Number

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Figure 24: Pre-Retirement Lumpsum Benefit Claim Initiation Payment Mode Selection Page

NN) At this stage, the member will receive a one-time pin (OTP) on their registered mobile
phone. Please proceed to enter the digits of the OTP and click on “Verify OTP” (see figure
26 below).

Figure 25: Pre-Retirement Lumpsum Benefit Claim Initiation OTP Initiation Page

OO) A successful message will then be displayed on the system (see figure 27 below) and the
Member will receive an SMS as proof of claim submission. Congratulations. Your payment
will be ready within 24 hours.

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Figure 26: Pre-Retirement Lumpsum Benefit Claim Initiation Confirmation Page

STEP 5: PROFILE MANAGEMENT

This step gives a clear guide on how to manage some key user profile configuration functions on
the member’s account and ultimately facilitate for the initiation of the pre-retirement lumpsum
benefit.
5.1. RESET SECURITY QUESTIONS

PP) The Reset Security Questions functionality allows members to reset their security questions
and answers in an event that they have forgotten any of them. This feature can be accessed by
clicking on “Manage Profile” on the left menu or “My Profile” that’s next to the logout button.
When on “My Profile” page, member can click on the “Reset Security Questions” button and
then enter their account login password (see figure 27).

Figure 27: Initiate Security Questions Reset

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QQ) As shown in figure 28 below, the member will then select their preferred security questions
and provide the respective answers and then proceed to click on the “Save Answers” button.

Figure 28: Window for capturing the new security questions.

RR) The member will then receive a One-Time-Pin (OTP) on their registered mobile phone
number, enter the numeric digits of the OTP as shown in figure 29 below.

Figure 29: Window for capturing the security questions amendment OTP.

SS) A successful message will be displayed as shown in figure 30 below and a confirmation SMS
will be sent to the member’s registered mobile phone number.

Figure 30: Security questions and answers update confirmation.

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<<End of Document>>

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