Updating Beneficiary Details - What to Tell the Client
Overview
Clients may request to add or change a nominated beneficiary on their account or investment product at any time. This article provides the approved response and process steps for handling this request.
Approved Agent Response
"Absolutely, I can help with that. To update your beneficiary details you'll need to complete a Beneficiary Nomination Form. I can arrange for one to be sent to your registered email address or mailing address — whichever you prefer.
Once completed and signed, you can return the form by dropping it into any of our branches or by mailing it to our client services team. For security reasons we aren't able to accept beneficiary changes over the phone.
Processing typically takes three to five business days from when we receive the form, and we'll send you a confirmation once the update is complete.
Is there anything else I can help you with today?"
Process Summary
| Step | Detail |
|---|---|
| Form required | Beneficiary Nomination Form |
| How to send form to client | Email or mail — confirm client preference |
| How client returns form | Branch drop-off or mail only |
| Accepted via phone? | No |
| Accepted via email? | No |
| Processing time | 3–5 business days |
| Client confirmation | Sent automatically upon completion |
Important Notes
- Do not advise the client on who to nominate as a beneficiary. If asked, direct them to their Relationship Manager or a qualified financial adviser.
- If the client has recently experienced a life event such as marriage, divorce, or bereavement and is distressed during the request, escalate to the Relationship Manager before proceeding.