A practical framework for an important client conversation

Help clients take the first step on their Will Journey.

Conversations about wills, family changes and estate planning can feel difficult to introduce. The Will Journey gives advisers a practical preparation framework before a client speaks with an appropriately qualified will writer or solicitor.

For advisers who want to show thoughtful client care when a wider family or estate-planning conversation may be relevant, without stepping beyond their own professional role.

Designed around your practice

Talk through the workflow, implementation and support that will make the most useful difference.

Adviser listening carefully to a mature couple

The value in practice

Built to support a higher standard at every step.

The aim is not to create more work. It is to give the right person the right information at the moment it becomes useful.

Create a calm, structured way to recognise and introduce a sensitive conversation

Help clients consider the information and questions they may want to raise at a specialist appointment

Demonstrate proactive client care while keeping the adviser’s role and the specialist’s role clear

A practical route

How the conversation becomes a consistent next step.

Recognise the conversation

Identify when a life event, family circumstance or client concern makes a wider planning conversation relevant.

Help the client prepare

Use practical prompts and supporting materials to help the client think through the matters they may want to discuss.

Refer appropriately

Guide the client towards a suitably qualified will writer or solicitor for the legal advice and service they require.

What is included

Clear scope, before the conversation begins.

The detailed product inventory and delivery approach are confirmed before implementation. This protects the practice from assumptions and keeps the solution aligned with its actual working priorities.

The Will Journey is a client-preparation and adviser-support resource, not a will-writing or legal-advice service.
It does not provide legal, tax or regulated financial advice, nor a recommendation about a client’s legal arrangements.
Where specialist advice is needed, the client should be referred to an appropriately qualified professional.

Current availability

A conversation-led introduction.

A conversation will clarify where the Will Journey fits within your client-service process, the people involved and the practical support required for a thoughtful introduction.

The focus is a better-prepared client conversation: helping the adviser raise an important topic appropriately and helping the client understand the next professional step.

Make the next step clear

Talk through the opportunity in your practice.

Start with the priority you can see today. The conversation can then focus on the right tool, the people involved and the most useful way to introduce it.

Talk through the opportunity

Ask about The Will Journey for your practice.

Share the service issue, workflow or client-experience priority you would like to improve. The enquiry will be securely recorded against this solution.

Your enquiry is securely recorded in the Trusted Connections workspace. Please do not include unnecessary sensitive personal information.

What happens after you enquire

A clear route from enquiry to next step.

Acknowledge and review

We aim to reply within 24 hours during service hours, Monday to Friday, 9am–6pm.

Understand the priority

We review the workflow, client-service issue or information-collection challenge you have raised.

Agree the right next step

A focused conversation identifies the most useful tool, implementation approach and people to involve.

Enquiry FAQ

Implementation and information handling, clearly explained.

How is a workflow introduced?+

We start with the client task or information-collection problem you want to improve. Before implementation, the relevant document, client wording, people who need access and review points are agreed with the practice.

Do we need to replace our existing systems?+

No. Trusted Connections is designed to support the practice processes you already use. It does not replace a firm’s CRM, compliance, suitability, consent or record-keeping responsibilities.

How is information handled in the workspace?+

Please do not include unnecessary sensitive client or financial details in an initial enquiry. In a live workspace, information is kept within the protected process, with authenticated access, client isolation and private documents available only after the relevant access checks.

Where can we read the data-handling details?+

The Privacy Policy explains how enquiry information is used and the available data-rights route. The final workflow is agreed with the practice so that document access and collection reflect the intended service process.

For more detail, read the Privacy Policy or use the data-rights request route.