Calls for new industry-wide Bereavement Standard

End-of-life online account closure service offers pain relief to grieving families

June 23, 2020

PRESS RELEASE

Ministers are being urged to introduce a new UK-wide Bereavement Standard to speed up the often protracted and painful process of closing personal and household accounts when someone dies.

The calls come as Settld, a new online account closure service to help those dealing with the death of a loved one, has been awarded a UK Government COVID-19 grant. The automated service is due to launch at the end of next month.

As families continue to be affected by the mounting death toll from coronavirus, many face the added trauma of having to make repeated calls to numerous utility, mobile, broadband, TV subscription, and other household service providers, to close the accounts of those who’ve died.

Vicky Wilson, Founder of Settld, said: “Many families, who are already grieving for lost loved ones, are being put through additional unnecessary suffering because there is currently no single, centralised service to close accounts of all types. This means that bereaved relatives are forced to ring up multiple companies, sometimes several times, to state that their husband or wife, son, daughter, or grandparent, has died. It’s a process which can take weeks to resolve.

“Settld wants people to be able to grieve for their loved ones rather than deal with stressful bereavement bureaucracy. We will help lighten the load for families grappling with grief by dealing with some of the red tape, via this free automated account closure service.”

Campaigners, including Settld, are calling on the government to set an agreed Standard for bereavement case account closure, which service providers would have to meet. A petition calling on ministers to take swift action has been launched on Change.org and has the backing of the national charity Cruse Bereavement Care.

Steven Wibberly, CEO of Cruse Bereavement Care added: “In the aftermath of a close relative’s death, people should be able to spend time with their families grieving, rather than spending hours doing admin.

“Last year, we launched our ‘Bereaved Customers First’ campaign which aims to reduce the emotional burden bereaved people face when contacting businesses regarding the death of someone. It is vital companies are compassionate and simplify their processes to ensure they are fit for purpose and are not causing their bereaved customers further distress, at an already very difficult time.

“Unfortunately the coronavirus pandemic has left thousands more people bereaved. Anything that can be done to simplify this process for bereaved people will have a huge impact.”

Across the UK, more than 600,000 people die every year. Currently, there is no approved process for closing accounts when someone dies – some companies demand a death certificate before closing an account, others seek different proof and paperwork. It can take up to a month, with repeated calls, to close just one account. Without a Bereavement Standard, unnecessary delays by providers will continue.

Former BBC TV Watchdog presenter, John Stapleton, is also backing Settld’s call for a Bereavement Standard. He said: “As I discovered when my wife Lynn Faulds Wood died recently, having to deal with organisations such as utilities can be extremely harrowing, at a time when your emotions are already at a very low ebb. I would therefore welcome any initiative that eases what I consider to be an often unnecessary and time consuming burden.”

While the “Tell us Once” service allows people to close government related accounts, and the Death Notification Service informs most banks, there is no service which deals with all other accounts.

Online startup, Settld has received a Covid Relief grant from Innovate UK - the UK’s innovation agency - to help provide this much needed service which contacts multiple companies, in one go, via a simple web application.

Settld will also assist local authorities, who close accounts on behalf of vulnerable adults or those without next of kin, and law firms who often have to go through the same lengthy processes for probate clients.

At the end of last year when Vicky's grandmother died, Vicky and her mum Julie had to go through the stress that many COVID-19 victims’ families are facing at the moment. That experience led to the launch of this week's campaign.

Vicky said: "Settld will bring an end to some of that unhelpful bureaucratic pain. We hope to offer at least some pain relief to those who are dealing with loss and ensure that end of life affairs can be settled quickly.”

She added:“We have been selected from over 8,600 applicants for this UK Innovate government grant. Now, we urge ministers to heed our calls to introduce a Bereavement Standard which all service providers can get behind on behalf of their customers.”


For further details, or interviews, please contact:

Settld press office – Tim Reid - 07720 414205 Email: media@settld.care

Cruse press office - Ella Stanbrook - 07904 662 001 Email: Ella.Stanbrook@cruse.org.uk