Specialist Support for Complex Death-in-Service Claims

The Challenge

The client had recently faced a surge in complex death claims involving overseas beneficiaries. This created:

• Unsustainable workloads for the client acting as trustee
• Operational and legal risks, including delays, incorrect payments, and potential legal recourse
• Negative employee impact due to slow and uncertain processes

Death claims were not an area of expertise for the client, making these challenges even more significant.

The Isio Solution

To de-risk and outsource trusteeship responsibilities, the client launched a tender process focused on robust governance and empathetic service—without compromising value for money.

Isio stood out by offering:

• Proven expertise in managing Registered and Excepted Master Trusts since 2015
• A straightforward onboarding process for new clients
• A dedicated claims handler team, combining technical rigour with a compassionate approach to families and beneficiaries
• Additional support, including free child trust provision

Our in-depth claims investigation and review process provided the reassurance the client needed.

Impact

As part of onboarding, Isio took on 14 existing death-in-service claims under the old trust—many of which had suffered delays and involved complex family dynamics and overseas beneficiaries.

We also managed new claims immediately after onboarding, ensuring continuity and confidence.

Outcome

At the six-month governance review, feedback was overwhelmingly positive. The client praised:

• Exceptional service from the Isio team
• A proactive approach that reduced risk and delivered peace of mind

By combining technical expertise with empathy, Isio helped the client navigate a sensitive and complex area with confidence.