Contact – Main2021-08-25T10:15:57+00:00

Contact Us

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    What problem are you trying to solve?

    What does Settld not do?2021-08-18T10:38:07+00:00
    1. Settld will not request the release of funds from the stated accounts.
    2. Settld will not collect payment of any monies owing to an account holder at any time.
    3. Settld will not visit Notifier, Deceased, Client, Agent or Service Provider premises to take meter readings or act on any information that has been provided.
    4. Settld does not take replace a Service Provider’s own internal processes. Meaning, we will not responsibility for verifying the details provided by the Notifier to make the necessary changes, or providing details, on the stated accounts.
    5. Settld has no control over the contents of Service Providers sites, resources, or necessary interactions with and communications to customers.
    At what point does Settld’s involvement in the bereavement notification process cease?2021-08-11T08:50:30+00:00

    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.

    How does Settld allow us to improve treatment of vulnerable customers?2021-08-11T08:50:20+00:00

    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.

    Why should service providers work with Settld?2021-08-18T10:00:12+00:00

    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.

    What services does Settld provide?2021-08-18T09:57:38+00:00

    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. 

    What is Settld?2021-08-11T08:52:49+00:00

    Settld was formed in 2020, following the personal experience of our co-founders grieving the loss of their grandma/mother-in-law. The administrative process of notifying all her service providers (utilities, banks, insurance, phone, broadband, TV licence, subscription services etc) was complicated, stressful and time consuming. Such was the stark contrast to the public sector ‘Tell Us Once’ service, that Settld was born with a mission to deliver an automated, secure bereavement notification platform for all non-government accounts.

    Can I go back and add more accounts after I have submitted the form?2021-08-11T08:51:26+00:00

    Once a form is submitted, it cannot be edited. If you wish to add additional information, please email support@settld.care and we will add it in for you (you can check the accounts you added on your case review page).

    I don’t have the death certificate yet, can I still proceed?2021-08-18T16:22:06+00:00

    If you have not received the death certificate yet, please upload the coroner’s interim certificate.

    Why do you need to verify my identity?2021-07-28T07:55:58+00:00

    This ensures that you, and the Service Providers we notify, are protected against fraud. Onfido, the identity verification provider that we work with, will verify that your identity documents are authentic and have not been stolen or tampered with. We only ever send these details to Service Providers who actively request them (normally financial institutions). Otherwise, your data remains locked safely in SOC 2 Type II and ISO 27001 digital vaults.

    What happens once the notifications are sent?2021-07-28T07:55:40+00:00

    You will see an update on your Settld Accounts Progress page showing the status of each account request. Until the account is ‘Settld’ according to your demand (closed, frozen, transferred) the account will be in pending status.

    Why do I need to upload a copy of the will?2021-08-18T16:20:59+00:00

    If there is a written will, it is best to upload it (the title page, the page with the executor details and the signature page). We will only ever send the will out to service providers who ask for it as part of the probate process (normally financial institutions). Sometimes service providers will want to check the details of the executors listed in the will, as they are the point of contact for settling outstanding credits and debts against each account. For service providers who do not request or need a will, we do not send it out.

    Why do you need a picture of the original death certificate?2021-08-18T11:08:57+00:00

    We ask for a picture or scan of the original death certificate because a lot of companies require this for their records. The death must be matched against the General Register Office (GRO) data to prove that the death occurred and to prevent fraud.

    Some companies may still request that a physical death certificate is sent to them. In that case, we will let you know the postal address to send it to.

    Do I have to pay anything to use Settld?2021-07-28T07:54:15+00:00

    No. We do not charge members of the public to notify companies of a death.

    How long does it take to achieve ‘Settld’ status on the accounts?2021-07-28T07:53:42+00:00

    Settld makes it quick and easy to send out notifications and tell companies how you would like the account to be handled (i.e. closed / transferred / amended). However, each Service Provider has its own internal systems and processes to follow. You can generally expect it to take between 2-4 weeks to settle accounts but some Service Providers will take longer. In the meantime, Settld will follow up with the companies for updates on your behalf, so you do not need to spend hours sitting on call lines or keeping on top of emails.

    Is this service secure?2021-08-18T16:17:25+00:00

    Yes. Settld is compliant with all data laws and requirements. We use industry best practices to ensure data security both in storage and in transmission, and we run our service on Cloud based products that have the highest privacy and security protection. Onfido, the identity verification provider that we work with, will verify that your identity documents are authentic and have not been stolen or tampered with.

    How do I fill in the form – what’s involved?2021-08-18T16:16:21+00:00

    Go to the Get Started button and fill in your email address and phone number on the registration page. You will then receive an email with a link to the form: there’s a step-by-step guide on every page, and you can save the form and come back to it at any point.

    Details: when you start the form, you’ll be asked to give Settld permission to notify companies on your behalf. You’ll then need to provide your details, details of the person who has died, and the contact details of any other executors of the estate.

    Documents: we’ll ask you to provide a number of scans or photographs of the documents companies will need in order to process your requests. These include: proof of your address; the death certificate; and the title & signatory pages of the will (if there is one).

    Accounts: then you can select all of the accounts you want to notify and add them one by one.

    Once you have completed  the form, you will be asked to complete an identity check. The identity check is carried out to protect you against fraud and you must complete it in order for us to start processing your notification.

    Please note: 

    • You can save progress at any point and return to the form later using the original link provided
    • Once you’ve submitted the form you can’t edit it. If you realise you’ve made a mistake, or need to add additional information / another account at any point, just email support@settld.care
    • Settld is constantly updated so you can check the progress of your different accounts at any time on your case page

    If you have questions at any point, we’re here to help – please just send us an email (and if you’d prefer to speak in person, request a call back and we’ll call you right back).

    Who can I notify?2021-07-28T07:30:16+00:00

    Settld can currently notify over 750 different organisations on your behalf. These include household services (utilities, TV, phone, broadband, loyalty cards), digital services (social media, digital entertainment, online shopping) and financial services (banks, building societies, credit card companies, pension providers and insurers).

    Please note that we will do our best to notify and streamline the communication with each Service Provider, but there may be some companies that will request to speak with you. For those companies, we will hand over that notification to you directly.

    To notify government agencies such as the Department of Work and Pensions or the DVLA, you can use the public sector Tell Us Once service.

     

    What documentation will I need to upload?2021-08-18T11:19:47+00:00

    For all documentation, you will need to upload either a scanned copy or a photograph. Photographs should be clear and should capture the information required – we won’t be able to work with blurry images

    • Proof of your address: a recent utility bill is preferred, a council tax bill is also acceptable. If you don’t have either of these, a credit card, bank or building society statement issued in the last 3 months will also be accepted by most companies
    • Proof of your identity: your passport, driving licence or residency card
    • Death certificate: if this is not available, please upload the coroner’s interim certificate
    • Will: if a will exists, you need to upload the title page, the page with the Executor details and the signature page
    • Account numbers and recent statements: if you have them
    • Customer reference numbers: if you have them

    What are the benefits of using Settld?2021-08-18T10:58:51+00:00

    Settld automates death notifications, and makes it easier for you to request account closure or transfer. Rather than contacting companies individually, with Settld you only need to provide your details and documents once and we can notify all the companies you’ve listed in one go.

    So that you always know where you stand, once you’ve submitted your form, you can check back in online to see progress updates.

    In some cases, we may also be able to save you money by notifying Service Providers and quickly stopping direct debits for subscription services you no longer need.

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