A change to our Bereavement process

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  • PeterT_EONNext's Avatar
    Community Co-ordinator
    Afternoon everyone,

    I know that this isn't always an easy subject, but wanted to let you all know that we have changed the way our bereavement process works so that the process is much smoother for you.

    We understand that the last thing you'd want to be doing is hanging onto the phone, or waiting for someone to get back to you via email or social media.

    Why have things changed?

    Before now, you'd contact customer services and wait to speak to an Energy Specialist who would then ask you some questions so that we can get things sorted for you as quickly and as easily as possible.

    Whilst this process does work, the feedback we have on this shows that this isn't always the best way to go about reporting a bereavement due to wait times, which can lead to you receiving a poor service before you've even spoken to someone.

    What is the process going forward?

    We've now partnered with NotifyNOW, who are a service of Phillips & Cohen Associates (our probate and bereavement account specialists).

    NotifyNOW offers a service in which you can notify not only us, but other companies you may need to contact in order to get affairs in order for your loved one should you need to make changes to an account due to a bereavement.

    You'll need to register an account with them, and they'll walk you through the process to make things as easy as possible.

    You'll need the following information to hand:

    • The deceased's full name and address.
    • The date they passed away.
    • Meter readings from as close to this date as possible - we understand this would have been the last of your concerns, it’s just to help make sure their final bill is accurate. So don’t stress if you can’t get them, we can use estimated readings if needs be.
    • The name and details of the person who’s looking after their affairs. If there’s a will, it will likely be the Executor of their estate. If there isn’t one it will be an administrator. If they didn’t leave a will and you’re unsure who the administrator is, don’t worry, just provide any information you can - we’ll help you get this sorted.

    If you'd prefer to speak to someone on the phone, you can still call us and speak to us directly on 0808 501 5200 where an Energy Specialist will still be available should you wish to discuss anything in relation to the account.

    Who are Phillips & Cohen Associates?

    They are probate and bereavement account specialists, and they'll help you manage the energy account through the probate process until it can be settled. If you do contact us about a bereavement, Phillips & Cohen will be in touch with you to help you with the energy account, they'll also offer bereavement support if you feel you need it too.

    Last edited by PeterT_EONNext; 14-11-22 at 16:17. Reason: URL's
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  • 1 Reply

  • CMW's Avatar
    Level 1
    My experience of Notify Now is that it doesn't work. I notified them of a death on Jan 3rd. The account name has still not been changed as at 22 Feb!