Deceased or Ex-Clients

Deceased or Ex-Clients

There are many tasks to be handled after a client passes away or leaves your firm. Below are tips and recommendations to help you properly process some of these details in AdvisorEngine CRM.

Full Record

Use the following if the entire Record is no longer doing business with the firm. This could include a death with no surviving spouse, or if a single person or couple end business.

Record Summary changes:

  • Remove Classification of Client, add classification of Ex-Client.
  • Remove Classification of Email if listed.
  • Add a Record Tag of Deceased ‑ Client if applicable.
  • Select the No Mail checkbox.
  • Review all Tags and remove any that no longer apply.
  • Remove the Service Level from the Record if using the Service Monitor.
  • Add a Reminder to the Record calling attention to the deceased or ex-client status.

Action Changes

  • Review Recurring Action Definitions (RAD) and set the End By date so they no longer recur. Do not delete the RAD as this will remove history from the Record.

Profile > Contact Info > Basic Information changes:

  • Clear the Birthday List checkbox if selected.
  • Select the Deceased checkbox if applicable and enter Date of Death (shows only after checkbox is selected).

Profile > Engagement changes:

  • Enter the Termination Date as date client ended business with the firm or date of death.
  • Enter a Termination Reason (if deceased, set to Deceased).
  • Enter the Termination Amount.

One Person

Use the following if only one Person on a Record is no longer doing business with the firm. This will likely be due to a death as outlined below. In the case of a divorce, we recommend a different procedure. See Divorced Clients for more details.

Record Summary changes:

  • Update the Record Name to include (deceased) after the deceased’s name. Example: Andrews ‑ George & Sally (deceased).
  • Add a Reminder to Record noting which spouse deceased.
  • If using the Service Monitor, review the services on the Record and adjust anything specific to the deceased.

Action Changes

  • Review Recurring Actions Definitions (RAD) related specifically to the deceased and set the End By date so they no longer recur. Do not delete the RAD as this will remove history from the Record.

Profile > Contact Info > Basic Information changes:

  • Change Relationship to Record to Deceased.
  • Clear the Birthday List checkbox if selected.
  • Select the Deceased checkbox and enter Date of Death (shows only after checkbox is selected).
  • Change the Marital Status for the surviving spouse.
  • If Person 1 is deceased, move Person 2 to the Person 1 spot on the Record. Use the Make Person 1 link at the bottom of Person 2 while editing Basic Information.

Profile > Contact Info > Phone, Mailing Address, Email changes:

  • Update the Dear field and Mailing Name field for Record Addresses so correspondence is no longer addressed to the deceased.
  • You will want to edit or remove any email addresses, phone numbers, or addresses that were specifically for the deceased, including making the surviving spouse’s contact information primary for the Record.

Remarriage

In the event that the surviving spouse remarries, we recommend loosely following the procedure for Divorced Client - When Only One Remains a Client, and adding the new spouse onto the new Record created in this process.

Tip: For added automation, create a Workflow Template or two that delegates and tracks all tasks that need to be completed when a client passes away so nothing is overlooked.
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