By Elizabeth Martin
When financial institutions ask Arkline to locate potential beneficiaries of a deceased customer’s estate, our role is to make a sensitive process clear, secure and humane – Beneficiary Tracing. While these individuals are not direct customers of Arkline, it is essential that we offer them the same high standard of service and respect we provide to all our clients as a leading tracing agent.
What Beneficiary Tracing Involves
After our tracing investigations, we:
- Confirm identity and relationship to the deceased
- Contact individuals who may be entitled to funds from an estate
- Provide accurate and verified information to our client so the estate can be administered correctly
Building Trust from the First Contact
Our focus when contacting beneficiaries as tracing agents is to guide them through the process with clarity, sensitivity and professionalism. Our initial contact typically includes:
- An informative letter from Arkline
- A concise explanation of the reason for contact and next step instructions
- Dual branding if required, displaying both the client’s logo and Arkline’s to reinforce legitimacy
- Dedicated helplines for support
We understand that unexpected communications can naturally cause concern, particularly in light of the increasing risk of scams. That is why the clarity and tone of the letter is so important. Whether someone is familiar with tracing agencies or engaging with a tracing agent for the first time, we ensure the language is clear and understandable to all beneficiaries.
To make the process fully accessible, we also provide:
- A physical form with a pre-paid return envelope which ensures individuals without digital access, or those less confident online, can easily and securely share their details with our UK trace team
Why Telephone Support Matters
In an age where customer service is increasingly automated and impersonal, Arkline’s approach as a leading UK trace agent is deliberately different.
Many organisations prioritise efficiency and quick resolutions through tools such as chatbots, focusing on resolving surface-level queries without truly understanding the underlying need of the customer. At Arkline, identifying and responding to the real need of each beneficiary forms the foundation of our approach.
As a tracing agency, we understand that these needs go beyond simply answering general questions or explaining how to use the online portal form. Beneficiaries who receive our letters may be:
- Surprised by the unexpected contact
- Concerned about the legitimacy of our communication
- Elderly or less confident using online portals
- Coping with emotions which accompany a bereavement
In these cases, beneficiaries often need patience, reassurance, or simply someone to listen. That is why telephone support is a vital part of our service. It allows our team to provide not only clear guidance but genuine understanding, helping those who may feel confused, shocked, or anxious navigate the process with clarity and compassion.
Outcome
The result is a process that feels understandable and respectful for beneficiaries and dependable for clients. We help turn a potentially overwhelming situation into a managed, secure pathway to the right outcome.
To find out more about our beneficiary tracing services click here.
Arkline also offers debtor tracing, process serving and means reports. Click here for further information.
Contact Pauline Belt at Arkline to discuss further on p.belt@arklineuk.co.uk or telephone 01937 831290.
