Leading legal technology provider Estatesearch has revealed the results of its annual customer satisfaction survey, with 100% of respondents confirming they would recommend Estatesearch.
Estatesearch provides Asset & Liability Searches in the UK and has been pioneering new data and technology to help private practitioners identify assets and liabilities since 2018. Estatesearch also provides Will Searches, Trustee Notices, Overseas & UK Bankruptcy Searches, Unoccupied Property Insurance, Early Distribution Insurance and Share Valuations. With no registration or subscription fees, customers simply pay for the disbursements they need, when they need them.
Ben Furlong, Customer Services Director, Estatesearch commented: “We listen to feedback from our customers and aim to provide services which save them time, while also helping them to meet their due diligence obligations. Over 200 clients responded to our recent customer survey, and we are delighted that 98% rated their overall experience with Estatesearch as excellent or good, and 100% would recommend us. Based on the responses, our NPS score is now 96, a significant increase from last year’s 74.”
Estatesearch’s most popular product is its Financial Profile Service which provides a clear audit trail to demonstrate the steps undertaken to identify all assets and liabilities in an estate. The search includes AML and identity trace, Liability Search, Financial Asset Search, and, in the Financial Profile Premium, a search of Company Directorships to identity private shares and pensions and an Unclaimed Asset Search which makes enquiries of around 40 additional pension and insurance providers to help locate forgotten accounts, policies and shareholdings. All subjects are automatically enrolled with the Vulnerability Registration Service to prevent fraud and financial abuse against the estate too.
The survey revealed that 85% of respondents believed that Estatesearch’s Financial Profile Search added value to the service they provided to their clients and 63% said the search helped identify assets they would have been otherwise unaware of. These statistics highlight the importance of implementing an asset and liability search into your estate administration processes, to enable you to correctly calculate inheritance tax. One respondent confirmed they recently uncovered a building society ISA valued at a six-figure sum. Another identified a life insurance policy worth £350K on an estate which was previously believed was going to be insolvent. Not only do these discoveries help to ensure that the estate is correctly administered, it also protects the executor against the risk of assets coming to light after the estate is distributed.
Placement of statutory notices is another popular solution provided by Estatesearch with 100% of respondents rating Estatesearch’s Statutory Notices as excellent or good in relation to ease of ordering.
Estatesearch’s secure online portal also proved popular with 83% of survey respondents rating the free ordering portal as excellent or good in terms of ease of use.
Ben Furlong continues: “We are always focused on providing excellent customer service and so we were delighted when 78% of the survey respondents rated our customer service team as excellent or good for responsiveness, with the team being described as outstanding, proactive, approachable, knowledgeable and responsive.”
Survey respondents’ comments included:
“The entire team at Estatesearch are extremely helpful and they are constantly thinking of new products and services to assist us probate practitioners. The portal is incredibly easy to use and saves us a huge amount of time in valuing and locating assets within the many estates that we administer.” Natalie Payne, Morrisons Solicitors, Partner.
“Estatesearch are a harmonious support system to the work we do as probate lawyers”. Sophie Donovan, Thursfields, Director & Head of estate administration.
Ben Furlong concludes: “While the excellent survey feedback demonstrates we are really adding value for our legal customers and their clients, we are always looking forwards. Over the next year we plan to launch further services to support private client practitioners involved in estate administration as we continue to leverage data and technology to streamline processes. We will continue to be led by our clients’ feedback, developing new services that support them in meeting their due diligence obligations and, most importantly helping them to provide better outcomes for their own clients.
Originally published in Today’s Wills and Probate, 3rd November 2023