AI-driven approach improves death services

More than half a million people die each year in the UK, and the aftermath can be a daunting experience for families. The current system offering support during this vulnerable time remains fragmented, slow, and difficult to navigate, leaving bereaved individuals overwhelmed amid their grief. Recognising these challenges, Octopus Legacy, the UK’s second-largest estate planning provider, is expanding its services through the acquisition of the private client team from NewLaw Solicitors. This strategic move, which sees its estate planning and bereavement business growing significantly, aims to provide families with a comprehensive and cohesive approach to the legal issues they face after a death.

By expanding its SRA-regulated arm, Octopus Legal Services, the company aims to increase efficiency in the probate and estate administration market, boosting its live caseload by an impressive 348% and welcoming over 50 experienced staff members to its team. Sam Grice, founder and chief executive of Octopus Legacy, commented on the new direction by stating, “When someone dies, families should not have to learn how a system works.” By directing its efforts toward administrative improvements through artificial intelligence, Octopus Legacy distinguishes itself from other companies that lean towards replacing customer interaction with chatbots. Instead, the focus is on using AI to handle repetitive tasks, such as document management and case coordination, which traditionally bog down the process.

“This is where AI comes in, but not in the way people often talk about it,” Grice added. The intention is to create a seamless experience for families that allows for faster response times and increased clarity throughout the probate process. With clearer fixed fees replacing percentage-based pricing, families can expect better communication and a more straightforward navigation of the estate planning landscape. Grice highlighted the need for accountability stating, “One provider should take responsibility for the whole experience, not pass people between services,” thereby positioned to help families avoid the frustration of being shuffled between various services.

The landscape surrounding bereavement services has become increasingly complex as conversations about death gain prominence amidst rising property values and more intricate family arrangements. Through its recent expansion, Octopus Legacy not only hones in on administrative efficiency but offers a broader range of services that encompass wills, estate planning, probate support, and practical assistance in the wake of loss. As a result, families can manage their legal affairs, paperwork, and logistical arrangements, such as procuring a funeral director or organizing house clearance, all through a singular platform.

The company's growth trajectory has been notable, with the number of people supported by Octopus Legacy increasing from approximately 200,000 in 2023 to over one million today. This contrast presents a significant evolution in how society confronts issues surrounding death and planning for the future. Since joining the Octopus Group in 2022, customer numbers have surged by over 340% and staff numbers by 160%. Now, through incorporating AI into its core services, Octopus Legacy seeks to redefine the bereavement support experience, ensuring that families receive not just guidance but the empathetic, human-centered care they deserve during life’s most challenging moments.