Version 1.0
Prepared by: @Lorraine Sebata
Approved by: @Lashanda Mackey
Reviewed date: 2025-09-04
Next review date: 2026-09-04
This policy applies to all employees, agents, contractors, and third parties acting on behalf of Easyterms involved in account management and collections activities concerning clients who have passed away with outstanding debts
This Policy for Management of Delinquent Deceased Clients outlines Easyterms's commitment to managing accounts of deceased clients with outstanding debts in a respectful, efficient, and compliant manner. It establishes the overarching principles and responsibilities for handling such sensitive accounts.
This policy applies to all employees, agents, contractors, and third parties acting on behalf of Easyterms involved in account management and collections activities concerning clients who have passed away with outstanding debts. It covers all stages from identification of the deceased client to the final resolution and closure of the account.
Easyterms is committed to treating the families and estates of deceased clients with the utmost respect, empathy, and sensitivity throughout the debt resolution process.
All actions taken regarding delinquent deceased client accounts shall fully comply with all applicable national and local laws, regulations, and guidelines governing debt collection from estates, privacy, and consumer protection.
Robust procedures shall be in place for the timely identification and verification of deceased clients through official documentation. Accounts of deceased clients must be promptly flagged in the system to prevent inappropriate collection attempts.
Communication with the next of kin or estate executor shall be clear, compassionate, and informative, providing necessary details about the outstanding debt and the process for resolution.
The company shall diligently work with legal advisors or estate representatives to determine the solvency of the deceased client's estate and facilitate the settlement of the debt in accordance with legal requirements and company policy.
Comprehensive and accurate records of all communications, actions, and resolutions pertaining to deceased client accounts shall be maintained for audit, compliance, and legal purposes.
Upon resolution or write-off of the outstanding debt, the deceased client's account shall be promptly closed, and relevant stakeholders notified.
All employees involved in managing delinquent deceased client accounts shall receive appropriate training on this policy, relevant procedures, legal requirements, and empathetic communication practices.
Senior Management / Credit & Collections Department Head: Overall responsibility for approving and overseeing this policy and ensuring its effective implementation.
Account Management / Collections Team: Responsible for identifying and verifying deceased clients, communicating with next of kin/executors, facilitating debt resolution, and maintaining accurate records.
Legal Advisors / Department: Responsible for providing guidance on legal aspects of estate debt recovery and ensuring compliance with relevant laws.
All Employees Involved in Account Management: Responsible for understanding and adhering to this policy and related procedures, and for flagging potential deceased client accounts promptly.
This policy will be reviewed at least annually, or more frequently if there are significant changes in laws, regulations, business operations, or identified risks related to the management of delinquent deceased clients.