Follow-Ups After Initial Results

Overview

After Sunset completes the initial account discovery and begins the closure process, the real work of coordination and follow-up begins. Estate settlement isn't a "set it and forget it" process - it requires ongoing communication, status updates, additional documentation, signatures, and responses to institution requests as your case progresses through various stages.

Sunset proactively keeps you informed throughout the entire journey through multiple communication channels. You'll receive updates when accounts are discovered, when institutions respond, when we need something from you, when issues arise, and when funds are successfully transferred. You're never left wondering what's happening or what you need to do next.

This article explains how Sunset communicates with you, what types of follow-ups to expect, how often you'll hear from us, and how you can check status or ask questions at any time.

How Sunset Communicates With You

Sunset uses multiple methods to keep you informed and ensure you never miss important updates:

Email notifications:

Primary communication method for most updates:

Types of email notifications you'll receive:

Check your spam folder: Sunset emails sometimes get filtered to spam, especially if your email provider is aggressive about filtering. Add [email protected] to your contacts to ensure delivery.

Phone calls (for urgent matters):

For time-sensitive issues or important updates:

When to expect calls:

If you miss our call:

In-app notifications:

When you log in to your Sunset account:

Real-time status available:

Chat/messaging (if available):

Some Sunset accounts may have access to:

Text messages (SMS) - limited use:

Rarely used, primarily for:

Types of Follow-Ups You'll Receive

Here are the specific situations where Sunset will reach out to you:

1. Account Discovery Results

When it happens:

What the communication includes:

Example email: Subject: "Accounts Discovered for Robert Peterson"

Body: "We've completed the initial account search and discovered the following accounts:

Log in to your Sunset account to review details and request closure for any accounts you'd like us to handle. We'll continue monitoring for additional accounts over the next few weeks."

What you should do:

2. Documents Ready for Your Signature

When it happens:

What the communication includes:

Example email: Subject: "Documents Ready for Your Signature - Chase Bank"

Body: "We've prepared the account closure documents for Chase Bank. Please review and sign the attached forms:

Please review for accuracy, sign where indicated, and return within 48 hours if possible. Reply to this email with scanned/photographed signed documents, or upload through your Sunset dashboard.

If anything looks incorrect, contact us before signing."

What you should do:

3. Status Updates on Closure Process

When it happens:

What the communication includes:

Example email: Subject: "Status Update: Fidelity 401(k) Closure in Progress"

Body: "Update on the Fidelity 401(k) account closure:

Current Status: Documents received and under review Last Contact: November 15 - Fidelity confirmed receipt of all documents Next Step: Fidelity will complete review and approve distribution within 2-3 weeks Estimated Timeline: Funds should transfer by early December

We'll follow up with Fidelity next week and provide another update. No action needed from you at this time."

What you should do:

4. Additional Information or Documentation Needed

When it happens:

What the communication includes:

Example email: Subject: "Additional Information Needed - Wells Fargo Account"

Body: "Wells Fargo is requesting additional documentation for the account closure:

Required: Medallion Signature Guarantee on the distribution form

This is similar to notarization but must be done at a bank or financial institution. Here's how to obtain it:

Most banks provide this service free to account holders. If your bank doesn't offer it, try a credit union or brokerage firm.

Let us know if you need help with this process."

What you should do:

5. Verification Issues or Questions

When it happens:

What the communication includes:

Example email: Subject: "Verification Issue - Please Update Information"

Body: "We encountered an issue during verification. The date of birth you entered (04/15/1953) doesn't match the date on the death certificate (04/15/1952).

Please:

We'll automatically retry verification once you update. This should resolve within 1-2 business days.

If the date on the death certificate is incorrect, please contact us and we'll advise on next steps."

What you should do:

6. Institution Responses or Decisions

When it happens:

What the communication includes:

Example email: Subject: "Update: State Farm Life Insurance Claim Approved"

Body: "Good news! State Farm has approved the life insurance claim:

Policy Number: 12345678 Death Benefit: $50,000 Processing Time: 10-15 business days Distribution Method: Direct deposit to estate bank account

State Farm confirmed all documentation was in order and the claim has been approved for payment. You should see funds in the estate account by December 1st.

We'll notify you when funds arrive."

What you should do:

7. Funds Transferred Successfully

When it happens:

What the communication includes:

Example email: Subject: "Funds Transferred: Chase Bank Account Closed"

Body: "The Chase Bank account closure is complete:

Amount Transferred: $12,347.58 Transfer Date: November 20, 2024 Estate Account New Balance: $62,347.58

The Chase checking account is now closed and funds are in your estate bank account. You can view the transaction in your estate account dashboard.

One account down, two more in progress!"

What you should do:

8. Issues or Delays Requiring Attention

When it happens:

What the communication includes:

Example email: Subject: "Delay: Additional Review Required for MetLife Policy"

Body: "Update on the MetLife life insurance claim:

Issue: MetLife is conducting an extended review because the policy was issued less than 2 years ago (issued March 2023, death October 2024). This is standard procedure called a 'contestability period review.'

What this means: MetLife will review medical records and application to ensure no misrepresentation occurred. This is routine and doesn't indicate a problem.

Timeline: Extended review typically takes 4-8 additional weeks Our action: We've provided all requested documentation to MetLife Your action: None required at this time

We'll update you when MetLife completes their review. While frustrating, these reviews are standard insurance industry practice and usually result in claim approval."

What you should do:

Proactive vs. Reactive Communication

Sunset's approach combines proactive updates with responsive support:

Proactive (we reach out to you):

You don't need to ask "what's happening?" - we tell you automatically.

Reactive (you reach out to us):

You can always contact us anytime for any reason - we're here to help.

How to Check Status Anytime

You don't need to wait for our updates - you can check status whenever you want:

Option 1: Log in to your Sunset account

Most comprehensive view of your entire case:

What you'll see for each account:

How often to check:

Option 2: Email support

For specific questions or detailed updates:

Email: [email protected]

What to include:

Example: "Hi, I'm checking on the status of the Fidelity 401(k) closure for my father Robert Peterson. The last update I received was November 10th saying documents were submitted. Any new developments?"

Response time:

Option 3: Chat with support (if available)

Some Sunset accounts have access to chat:

How to access:

Advantages:

Business hours for chat:

Option 4: Phone support

For urgent matters or if you prefer talking:

When to call:

How to initiate:

Note: We don't have a public support phone number to prevent high call volume. Requesting callbacks ensures you get dedicated time with support team.

What You Should Do When You Receive Follow-Ups

Best practices for responding to Sunset communications:

1. Read emails promptly

2. Respond quickly when action is needed

Fast responses from you = faster overall process

3. Review carefully before acting

4. Keep organized

5. Communicate openly

6. Check spam folder regularly

Communication Frequency

How often should you expect to hear from Sunset?

Early stages (first 2-3 weeks):

Active closure phase (weeks 3-12):

Later stages (months 3-6):

Overall:

You'll never be bombarded, but you'll never be left in the dark.

What If You Don't Hear From Us?

If it's been longer than expected without updates:

Normal silence periods:

When to reach out:

What to do:

Remember: Most of the time, "no news" means "institutions are processing, nothing new yet."

But you can always ask for updates anytime.

Follow-Up Communication Examples

Here are real-world examples of follow-up communications:

Example 1: Multiple accounts discovered over time

Email 1 (Week 1): "Initial search complete. Found Chase Bank checking account and Fidelity 401(k)."

Email 2 (Week 2): "Additional results: Northwestern Mutual life insurance policy discovered."

Email 3 (Week 3): "Extended search complete. No additional accounts found. Ready to proceed with closures."

This shows how discovery happens in stages, with multiple updates as different searches complete.

Example 2: Closure process from start to finish

Email 1: "Documents ready for signature - Chase Bank" Email 2 (2 days later): "Documents submitted to Chase Bank" Email 3 (3 weeks later): "Status update - Chase processing closure, 1-2 weeks remaining" Email 4 (2 weeks later): "Funds transferred - Chase Bank closure complete!"

This shows the progression of a single account closure with updates at each major milestone.

Example 3: Issue resolution

Email 1: "Additional documentation needed - Fidelity requesting medallion signature guarantee" Email 2 (your reply): "I obtained the medallion signature, signed form attached" Email 3: "Thank you! Resubmitted to Fidelity with medallion guarantee" Email 4 (3 weeks later): "Fidelity approved - distribution processing"

This shows the back-and-forth when issues arise and how we work together to resolve them.

Setting Communication Preferences

Let us know if you have specific preferences:

Frequency preferences:

Method preferences:

Availability:

How to communicate preferences: Email [email protected] with your preferences. We'll note on your account and adjust our communication style accordingly.

The Bottom Line on Follow-Up Communication

Sunset's commitment to communication:

We will:

We won't:

You can:

Estate settlement requires ongoing coordination and communication. Sunset makes sure you're always informed, never surprised, and always know what's happening with your case. We're partners in this process, and good communication is essential to successful estate settlement.

Need to Contact Us?

For any questions about your case, status updates, or help with anything related to your estate settlement:

Email: [email protected] Include: Your name, deceased's name, and specific question

Or log in: hellosunset.com to check status, send secure messages, or review account details

We're here to help, and we're committed to keeping you informed every step of the way.