We need to talk about DeathTech: Improving the Bereavement Journey Through Connected Technology

"In this world nothing can be said to be certain, except death and taxes." Benjamin Franklin

Around 650,000 people die in the UK every year, 649,000 in 2024 to be precise. That’s not an insignificant number. And yet, despite its inevitability, death remains one of the last great taboos.

We plan for holidays, retirement and even for the weather, but we don’t plan for death.

I work in an industry that supports legal and financial firms with probate cases. I spend much of my time thinking about estates, assets, accounts and administration. And still, my own wife doesn’t want to talk about what would happen to our bank accounts and pensions if one of us passed away.

It’s human nature to live for today and avoid conversations about our ultimate tomorrow.

Why the Bereavement Journey Remains So Difficult

Avoiding the conversation doesn’t make the problem disappear. Through my role, I’ve seen first-hand what happens when death meets outdated systems. Bereavement journeys across financial institutions are disjointed and inconsistent. Even within the same organisation, touchpoints can vary dramatically. Processes and communication differs, and even the level of empathy is inconsistent.

Even if one bank handles bereavement well, the wider experience is overwhelming for grieving people because when someone dies, a family member must contact an average of 21 separate organisations to notify them to begin managing the estate. Families are forced to repeat the same painful conversations again and again. It’s not good enough.

The Challenge of Bereavement Across Financial Institutions

Financial services have taken advantage of modern technology in recent years. Customers can open accounts online in minutes and money can be moved instantly. However, the bereavement journey has not changed.

Leadership teams don’t often want to discuss death. DeathTech doesn’t sit comfortably on the agenda in boardroom strategy sessions. However, it will affect every single family at some point.

One issue is that when someone passes away, they no longer have a voice. In many ways, they are at their most vulnerable and from a systems perspective, they often become little more than a number on a spreadsheet. The real burden then shifts to their family and friends. They become the vulnerable customers and they deserve better.

Why DeathTech Matters for Modern Estate Administration

That’s why we created EstateConnect. Our goal is to use technology, what we call DeathTech, to modernise estate administration and transform bereavement journeys for the better.

Creating a Better Bereavement Journey Through Connected Technology

Imagine a connected system where financial firms, legal representatives and families can upload relevant documentation, once. A secure, centralised digital footprint is created for the deceased which becomes one single point of reference.

Today, a death is registered against individual bank accounts. Staff must access each one separately to process it. Siloed information means call handlers don’t always have a complete view but our technology will change that.

A single point of contact will pull together relevant documentation and information, accessible to those handling the case. This will result in less painful conversations and greater consistency, enabling financial institutions to offer a more compassionate and informed experience for grieving families.

Improving Bereavement Outcomes for Families and Financial Firms

Our Unique Position

We haven’t arrived at this vision overnight. For years, we’ve supported legal teams with asset searches during estate administration. We’ve also worked closely with financial institutions through our customer tracing services. We sit in the middle and have seen the frustration, challenges and emotional toll from all sides. We understand the needs of financial firms and the pressures on legal representatives and most importantly, we understand the lived experience of families navigating loss.

We’ve now brought together leaders in their respective fields to help us deliver our solution to the market.

The fact is that no one wants to talk about death and even fewer want to talk about DeathTech. But it’s time we did. Death may be inevitable but poor bereavement experiences don’t have to be and we are on a mission to make that change. It’s time to connect systems and improve bereavement journeys for everyone.