Death communications

On behalf of a client we are looking at best practice in the ways that
organisations [primarily financial, i.e. Banks etc.] communicate with
customers, at various stages in the process from application forms and
packs, to welcome letters, pass books, account change requests, statements,
etc.

One area that is especially interesting is how best to communicate with
customers in the context where the policy owner has recently died, and the
company needs to communicate sympathetically, yet efficiently, to ensure
that the policy is closed, reinvested, paid out, or whatever.

As it's rather difficult to lay hands on examples of these (so to speak), I
wondered if members of the café might have some pointers/best practice
suggestions, or indeed have good examples, that are worth sharing. I am sure
there must be some quite amusing examples ... ?

Andrew Boag

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Boag Associates
T  +44 (0)20 3008 6491
F  +44 (0)20 3008 7759
http://www.boag.co.uk


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