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How to help a new client to go paperless
All new Elevate clients go paperless by default, unless you deselect this option as part of the new business process. For all clients that are happy to go paperless ensure:
How to help an existing client to go paperless
If your client is happy to go paperless, first make sure they have online access to Elevate. Next, you’ll need to arrange for them to opt out of receiving paper. Here are the steps to follow:
1. Set up online access
2. Set your client to go paperless
Frequently asked questions
Why are you contacting my client when they have not logged into their account?
Every three months we review which clients have logged into their account since selecting to go paperless. This is to make sure clients are able to access their account to view these important documents. Firstly we will send an email outlining the benefits of going paperless and request they login. This is why we ask that you provide us with the latest email address for the client under their read-only access.
If, in a further three months the client still hasn’t logged into their account, we will write to them providing details on how they can get their account login details. This means we can make sure they can view their important documents, such as regular statements and contract notes online. If clients have further enquiries, we are redirecting them back to their adviser.
Will my client need to accept online terms and conditions?
Yes they will, if it’s the first time they’ve used Elevate, or if the terms and conditions have changed since the last time they were on the platform.
When do temporary passwords expire?
Your client’s temporary password will last for 30 days. If you’re an adviser, your password won’t change.
Must new Elevate clients go paperless?
All new clients go paperless automatically, but you can change this if it’s not right for your client. All you have to do is untick the relevant box when you’re completing your client’s application.
Can holders of a joint account use the same personal email address?
Yes, they can.
Can people with a trust account go paperless?
Yes. If they have access to Elevate, they can opt out of receiving paper. If they don’t have online access, they should contact their adviser, or
Will clients who’ve gone paperless still receive letters in the post?
We may have to send letters to your client now and then, for example to confirm payments or a change of address. We’ll try to keep these to a minimum.
Will my clients receive pre-sales literature, such as key features documents?
Yes. These aren’t affected by going paperless, and we’ll continue to send them to your clients.
What about joint accounts?
If both account holders agree, the account can go paperless. The process is the same as for single account holders. We’ll send an email to each client email address we have for each client account.
What happens to other documents my clients need to sign?
All the documents we send you when you’re making an initial Elevate application will stay the same. These include customer charging agreements and statements of terms and conditions.
Let us know how we can make Elevate work better for you. Call us on 0345 600 2399.
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