NIS to focus on efficiency, debt management, and customer care this year
Highlighting the “significant improvements” made in service delivery, the National Insurance Scheme (NIS), will focus this year on enhancing operational efficiency, debt management, and customer care.
During the 2025 National Budget Presentation, Senior Minister in the Office of the President with responsibility for Finance and the Public Service, Dr. Ashni Singh, said that NIS plans to expand its WhatsApp service to a mini call centre in New Amsterdam.
“Since its inception, the NIS has been Guyana’s foremost national institution in providing social security benefits for some of our most vulnerable,” Dr. Singh stated.
He added, “The optimal functioning of this agency is therefore paramount in ensuring that all those who rely on the NIS, whether it be for medical insurance or other services such as old age benefits or survivor’s benefits, have their claims processed swiftly and efficiently.”
According to the Senior Minister, a strategic plan aligned with the ninth Actuarial review is being developed to guide the Scheme’s efficiency and address long-term issues of sustainability.
“The number of backlogged claims, initially exceeding 20,000, was reduced to around 3,000 by the end of 2024. A comprehensive data cleanup resolved over 1.1 million outdated records, improving system accuracy,” the Minister stated.
He also disclosed that the introduction of WhatsApp services in 2021 enabled pensioners to submit life certificates and process other transactions without incurring travel or notary costs.
In 2022, Dr. Singh said that direct electronic transfers were launched, initially benefiting 750 pensioners and expanding to over 11,000 by 2024.
“NIS also introduced electronic submission of employers’ returns in 2023, which improved efficiency and network security. By the end of last year, over 2,000 employers utilised this online facility, and some 52,000 individuals accessed their statements electronically.”
He added that enforcement efforts led to the recovery of contributions for over 2,100 security guards, ensuring they now have access to benefits.
In 2024, the Government increased the minimum pension to $43,075, benefitting over 27,000 people and adding $2.6 billion to their disposable income. The Scheme has processed over 103,000 benefit claims and now serves more than 60,000 pensioners.
“These actions reflect a targeted approach to improve the efficiency of NIS operations and improve support for contributors and retirees,” Dr. Singh remarked.
To provide support for a better quality of life for a number of persons who have attained the age of 60 but have not met the 750 minimum contributions and are not entitled to receive old age pensions, the Government will inject $10 billion into the Scheme through this year’s budget.
The scheme will offer eligible persons with contributions ranging from 500 to 749 a full and final grant depending on the year the last contribution was made.
