How to Manage Client Contacts After a Client’s Death

When a client passes away, it is important to update their contact record and assign an appropriate point of contact to ensure continued communication and proper account management.

Overview

Firm360 allows you to update client records to reflect a deceased individual while maintaining the client relationship through an executor, family member, or other responsible party.

This ensures accurate records and appropriate access moving forward.

Steps to Update the Client Record

1. Update the Deceased Contact

1. Open the existing contact record
2. Edit the contact
3. Update the contact type to Deceased
4. Save changes

The system will display the contact as deceased within the client record. 

2. Add and Assign an Alternate Contact (if applicable)

Create a new contact for the individual who will manage the account going forward (e.g., executor, spouse, or family member).

1. Navigate to the Client record
2. Select Edit on the Main tab
3. Update the Alternate Contact field with the newly created contact
4. Save changes

This ensures communication and responsibility are directed to the appropriate individual.

What to Expect

• The original client name will remain unchanged
• The Contact will be labeled as Deceased
• The newly assigned contact will serve as the active point of communication

Best Practices

• Add the executor or responsible party as soon as possible
• Clearly document the relationship of the new contact (e.g., executor, spouse)
• Ensure portal access and communication settings are updated as needed
• Review associated documents and permissions for accuracy