Holly’s story: making a Will from the comfort of her home
When Holly and her partner Chris* were ready to make a Will in 2020, they didn’t realise the challenges they were about to face. Video conference appointments were a silver lining amidst the pandemic, lockdowns and long wait times.
Holly and Chris are based in Sydney and experienced unexpected events that led them to decide a Will was exactly what they needed to protect their loved ones.
Chris had children from a previous marriage so it was important for him to know his children would be looked after when he passes away.
Holly, originally from the US and currently working in Australia, made a US Will a few years ago. However, it didn’t apply in Australia and she wanted to ensure her Australian assets would also be protected.
The couple initially booked in for an in-person appointment at the start of 2020.
‘We were traveling and trying to coordinate across various locations. With increased COVID-19 cases and our urgency to get this done, not having government authority for digital transactions was frustrating.’
NSW government had later passed a regulation the same year under the Electronic Transactions Act 2020 to allow certain legal documents to be witnessed using video conference technology.
‘When the changes came through, we were all ecstatic,’ recalls Holly, who proceeded to consult NSW Trustee and Guardian’s Wagga Wagga team for a video conference appointment.
‘The team made the shift to digital super easy. They were one of the first organisations I dealt with that quickly adapted to digital. The process was completed in days, when – without digital – it was looking like months … they provided excellent guidance that made it even feel like we were face-to-face’, says Holly.
NSW Trustee and Guardian launched video conference appointments in July 2020 as a commitment to be flexible and accessible. Customers provide instructions for their Will via video conference without having to attend any office or pop-up locations.
‘Throughout the whole process, the team were extremely efficient and thorough. It's obvious they have your well-being and best interests in mind,’ says Holly.
‘It's not easy to plan for the worst case, but they handle it with the utmost respect. Now with the ability to have digital engagements, they are even more proactive and efficient.’
Holly’s experience with NSW Trustee and Guardian led her to encourage her friends to consider their Will and estate planning. “I recently referred my best friend to them, as I was shocked she hadn’t considered her future with her family and asset structure.”
There was an immediate uplift in customers choosing video conference appointments when the legislation passed. NSW Trustee and Guardian continue to offer video conference appointments so that access to Will and estate planning services are available for all NSW residents.
* Holly and Chris provided their testimonial on 8 February 2022 and has given permission for it to be published.
Definitions
- assets
All of a person’s property including real and personal e.g. bank accounts, realty, shares in companies, cash etc.
- estate planning
Preparing to protect and transfer assets after you pass away in the most financially efficient and tax effective way.