Settld provides a single online channel through which bereaved individuals can initiate the notification process across multiple service providers. We manage the notification process and the associated exchange of information with each service provider on behalf of the bereaved individual. Settld also provides the bereaved individual access to the Settld portal to: (i) provide real-time status tracking; (ii) communicate with service providers through one channel; and (iii) access key information and documentation such as condolence letters, date of death balances and account closure forms. 

Settld helps service providers:

Enhance customer experience – No matter how good a particular service provider’s bereavement processes are, from a customer’s perspective it is one of many service providers that needs to be engaged following a bereavement. Customers value a single online notification process across all service providers that is quick and easy to complete. By partnering with Settld, service providers can help to relieve their customer’s administrative burden rather than add to it. 

Improve operational efficiency – Reduce bereavement support costs by achieving faster case resolution with fewer contact points. We provide all the necessary information you require at the outset, in a standardised format via our Service Provider Portal. Furthermore, by digitising the process, we eliminate postage costs and the delays associated with the exchange of physical documentation.

Reduce financial and reputational risk – There have been numerous examples of bereavement process failures in the media over the last few years, related to slow response times, administrative errors and delayed payments. Mishandling of bereaved customers can give rise to significant complaint volumes which take time and effort to investigate, resolve and redress. Settld mitigates brand risk, pay-outs and negative press by providing a simple, efficient and effective way to manage and action bereavement notifications.

In February 2021 the FCA published “Guidance for firms on the fair treatment of vulnerable customers”, which includes those impacted by life events such as bereavement. The guidance advocates “having systems in place that minimise the number of times a customer must inform firms about their vulnerability. For example, a “Tell Us Once” style process where customers can notify a firm of a bereavement just once.”  This is exactly what Settld does, across multiple service providers.

In general, we remain involved in the process until the notification request has been actioned, however the exact point varies given the circumstances of each case and the type of service in question. As part of our engagement with you, we will map out the various scenarios and expected outcomes to determine the best point at which we remove ourselves from the process and leave you to engage with the notifier directly.