Family information often arrives over several conversations and from more than one relative. Keeping each request with the case helps staff see what has arrived, what needs checking and who to contact next.
Send each request to the right person
Confirm who will supply certificate information, who makes arrangement decisions and who handles payment. These may be different people. Check the recipient before sending photographs, documents or payment requests.
Keep the request short and specific. Name the information or document you need and include a deadline when it affects the arrangements. Share the tasks relevant to that person so they can see what to do next.
Give someone responsibility for the reply
Agree who checks incoming information and follows up on gaps. If an answer differs from the case record, clarify it with the appropriate person before making the change. When paperwork changes, make sure the family knows which version to review.
Check the case before sending a reminder. A relative may have replied to another member of staff or completed the request since you last looked. Follow up on the remaining work and offer a conversation when they need help.
Using the family link in Cortege
Staff can share selected tasks through a private link with an expiry date. Families can send details and photographs, review documents, sign and pay without creating an account. Staff can close access when needed.
Certificate answers come back for staff review before being added to the case. Online payments require the firm's connected payment account, and processing fees apply.
See the family experience or view the family communication features.