Updates
Being Responsive to Change
Continuous Improvement
At TrustUs we are all about continually pushing forward, educating, myth busting and simplifying. Testing and adjusting to provide clarity and reduce pain and inconvenience for our customers.
We work on a regular update cycle for improvements from what we are hearing in the market place and from our customers.
Online Learning
Professional Development
Trusted Referrer Feedback
How can we quickly learn about Asset Protection and Estate Planning?
Situation: Is TrustUs going to provide online learning that supports Professional Development for Advisers?
[18-Mar-18] Update: We have now built an online learning environment that is Adviser-Centric: with engaging, interactive, practical and readily-accessible ongoing learning. Initially containing Trusts, Wills and EPAs modules (with 8 units) the course covers general principles of estate planning right through to specific tools and sample client conversations. Subject Matter Experts from within the estate planning, risk insurance, legal and accounting fields have shaped the content. In addition, the wealth of information within legal and government websites, industry articles and statistics has been drawn on...
Shareholder Insurance Trusts
Helping Business Clients
Trusted Referrer Feedback
Complicated Buy-Sell Agreements
Situation: Buy-Sell agreements are cost prohibitive, there is lots of confusion and there always looks to be problems when it comes to claim time. Can TrustUs provide a better solution?
[04-Mar-18] Update: We understand setting up shareholder cover for funding is one thing. But it's about more than just cash. You need a solution that provides for the right amount, right time, right hands, right thinking, the right protection and right process. This solution is now available with our Shareholder Insurance Trust.
Animated Videos
Easy Online Learning
Trusted Referrer Feedback
Watch, Learn and Share
Request: We would like a central page that provides the video animations we are then able to share with our clients.
[18-Feb-18] Update: We now have a dedicated page to be able to share our animated videos. The animations cover creditors, relationship property, creating a legacy and more...
For Advisers
Understanding Client Situations
Trusted Referrer Feedback
Supporting Online and Offline Referrals
Request: We would like a central page that provides all the support material we need to help with our conversations and fact find needs analysis.
[04-Feb-18] Update: We now have a page dedicated to adviser support with links to online learning, order forms. giving advice and needs analysis. The page also provides links to social media, digital collateral and branding material.
Blended Families
Understanding Estate Planning Concepts
Customer Feedback
How to Guide
Situation: I have a complicated family situation. How do I protect the interests of both sides of the family?
[21-Jan-18] Update: We now have a tool that helps explain how Trusts, Wills and Life Insurance is used with new relationships and blended family situations.
[Learn More]
Assisted Service
Providing Support
Customer Feedback
Is there someone available to help?
Situation: I like the approach and pricing, however I don't feel I am a strong computer user. Do you have anyone available to help support me through the process if I have questions?
[07-Jan-18] Update: It is important to feel confident and supported. TrustUs work with a number of Trusted Referrers covering many specialist areas. We have made this database visible to you to select and request support.
[Learn More]
Document Maintenance
Codicil for a Complex Existing Will
Customer Feedback
Adding to my Wishes
Situation: I already have a complex (and expensive) will I do not want to revoke.
[27-Aug-17] Update: We now have a Codicil adding a Backup Trustee and Forgiveness of Debt for the New Family Home Trust, so you do not need to revoke your will.
Codicil to an Easy Will for Guardianship
Customer Feedback
Deciding on Guardians
Situation: It has taken me some time to decide on Guardians for my children. I now wish to add Guardianship to my Easy Will.
[27-Aug-17] Update: We now have a Codicil adding Guardianship clauses to your Easy Will.
When setting up a Trust Bank Account
Customer Feedback
Complex Trust Questions
Situation: My current bank has a really complex form to complete. I am not sure how to answer some of the questions to set up a trust bank account and deposit $10 into it. Can you help me?
[27-Aug-17] Update: We have checked the processes across all major banks. Where complex forms are being used, we can now prepopulate the information and answers you need to set up your trust bank account.
Blog Posts
Community Knowledge Building
[27-Aug-17] Topics requested by our users
Family Trusts have been around for hundreds of years, why are they still so useful today?
Why are family trusts so useful with asset protection and estate planning?
What are some of the reasons why parents set up family trusts?
What are some of the hidden costs within estate administration?
Assisted Service Order Form
Referrer Branded Dynamic Order Forms
Referrer Feedback
Operational Approach to Referrals
Situation: I prefer to work from a no-advice order form. Can you build a branded online order form to fit within my business and website? This is so I can educate and support my customers with solving their own estate planning and asset planning needs easily.
[13-Aug-17] Update: We have now designed and tested an online experience to help you manoeuvre your way through a potentially complex subject with your customers. You can order a branded experience if you are a Trusted Referrer with the link below.
Mobile Responsive Order Forms
Customer Feedback
Breaking Down Complexity
Situation: I don't believe that every situation is so complex that I need expensive advice to solve my needs. Can you help firstly breakdown common situations, so I can determine if my situation is complex? Secondly, educate me on what is needed in these different situations?
[02-Jul-17] Update: We now have an improved on-boarding and education process for our customers, using online forms based on different situations. The order forms take advantage of all our online innovations, including our explainer videos.
Blog Posts
Community Knowledge Building
[02-Jul-17] Topics requested by our users
Have you ever thought about protecting your wealth and leaving a legacy for your children?
Is expert advice needed in every situation?
How has the digital age changed the landscape for family trusts in New Zealand?
Search Usability
Exact Match User Search
Customer Feedback
Easy Access to Information
Situation: I want to be able to search the TrustUs site using an exact search for fact finding.
[30-Jul-17] Update: We now have an exact match within the search function by using "quotes".
Blog Posts
Community Knowledge Building
[16-Jul-17] Topics requested by our users
Have you ever wanted to know the basics around setting up a family trust?
What are some of the asset protection tactics young families are using today?
What are some of the benefits of setting up a family home trust?
Are you someone that plans for the worst, but hopes for the best?
Offering Support when Registering
Welcome Text Message
Customer Feedback
Offering Support
Situation: I want to know there is someone available if I have any questions, or want support.
[16-Jul-17] Update: We now send a text on registration, introducing customers to our support. Help is now only a text, call or email away.
Blog Posts
Community Knowledge Building
[02-Jul-17] Topics requested by our users
Why is a Family Trust better than a will on its own?
How can a Deed of Nomination be used to save you money?
What is lifestyle asset protection?
What are some of the key things new business owners should know about?
Understanding Your Trust Deed
Adding a Q & A Section
Non-Professional Trustees
Rule Book
Situation: There is currently an industry issue around many trustees not understanding the terms of their trust deed. What does a high quality trust deed look like?
[02-Jul-17] Update: We have added a Q & A section to our website covering off a range of practical well written clause examples in plain English.
Blog Posts
Community Knowledge Building
[18-Jun-17] Topics requested by our users
What are some of the important asset protection tips for someone starting their own business?
When is it the best time to set up a Family Trust?
What is your legacy going to be?
Why do entrepreneurs protect their homes from business risks?
Adding to the Help Section
Understanding Tenancy in Common Property Ownership
Customer Feedback
Knowledge Building
Situation: What is the difference between Tenancy in Common and Joint Tenancy?
[18-Jun-17] Update: We have added an explanation and examples to our Help section of the website.
Blog Posts
Community Knowledge Building
[04-Jun-17] Topics requested by our users
How can I protect my legacy from high cost estate administration?
Why are family trusts so useful to have in place well before a business fails?
30 Second Survey
Adding a Retirement Qualification Question
Referrer Feedback
Right Timing
Situation: I have customers whom want to use the Family Home Trust solution, only to find out as they step through the process their time horizon is too short. What I mean by this is they are about to retire, or have retired already.
[04-Jun-17] Update: We have added a qualification question to our 30 Second Survey (on our main page) to help prevent this from happening in the future.
Blog Posts
Community Knowledge Building
[21-May-17] Topics requested by our users
Is your lifestyle worth protecting?
Why do contractors use family trusts?
How strategic are you when it comes to your family and legacy?
Education Microsite
Wills, Trusts and the Administration Act
Referrer Feedback
Knowledge Building
Situation: I would like to have a branded education site that helps me explain what happens when someone dies without a will. I also want to be able to explain why having a will is important, as well as explaining family trusts when a customer owns a family home in their personal capacity.
[21-May-17] Update: We have now designed, built and tested an online experience to help you manoeuvre your way through this potentially complex subject with your customers. You can order a branded experience if you are a Trusted Referrer with the link below.
Proof of Concept
Industry Training Feedback
Customer Engagement
Situation: Industry Trainers are wanting tools and solutions available to help explain in an engaging way the implications of dying without a Will, The Administration Act, Being a Home Owner and how to safeguard ones future.
[09-Apr-17] Update: We now have a mobile responsive site built. Explaining the implications of dying without a Will. The Administration Act. Being a Home Owner and how to safeguard ones future. The site takes advantage of our other online innovations, including whiteboard animations.
Blog Posts
Community Knowledge Building
[09-Apr-17] Topics requested by our users
When tragedy strikes, could you cope?
Do you want to know how you can save thousands when setting up your family trust?
What are some of the asset protection mistakes you want to avoid?
What are some of the wealth protection projects you would want to start right now?
eBrochure for Email and Text
Being One Click Away
Referrer Feedback
Customer Convenience
Situation: I want to have a eBrochure that allows me to easily email (or text) a customer the information they need. I also want to ensure that any purchases that are achieved are tracked and recorded against me.
[07-May-17] Update: We have designed, built and tested our eBrochure so material (video, blogs and registration...) is only one click away for customers. We have also embedded unique tracking so any registration is linked directly to the referrer.
Blog Posts
Community Knowledge Building
[07-May-17] Topics requested by our users
What are some of the myths about family trusts?
How easy is it to set up a family trust today?
Brochure for Printing and Sending
Marketing and Education Collateral
Referrer Feedback
Sharing and Recognition
Situation: I want to have a Brochure that allows me to easily print and send a customer the information they need in the post. I also want to ensure that any purchases that are achieved are tracked and recorded against me.
[23-Apr-17] Update: We have designed a Brochure with a PROMO CODE where the customer is able to achieve a discount when a code is used on purchasing. This code links the referrer to the purchase for reporting and tracking.
Blog Posts
Community Knowledge Building
[09-Apr-17] Topics requested by our users
Are you a home owner? What can you achieve in as little as 15 minutes right now?
What are some of secrets surrounding family trusts you should know?
What are the 3 main reasons to use family trust for wealth protection?
Education Explainer Videos
Short Whiteboard Animations
Industry Training Feedback
Understanding Why
Situation: Industry Trainers are wanting tools and solutions available to help explain in an engaging way the fundamental elements of Asset Protection and Estate Planning.
[09-Apr-17] Update: We have created a range of short animations (with captions) to help answer these questions for trainers, advisers and customers alike.
- Creditor Protection: Understanding Business risks as a Business Owner, Entrepreneur or Start Up. [Learn More]
- Property Disputes: Understanding who gets what and the protections you can put in place prior to a new relationship. [Learn More]
- Estate Planning: Understanding what you can do to protect your kids legacy if something were to happen to you. [Learn More]
- Deed of Nomination: Understanding how existing home owners can hold real property as nominee until their next purchase (or refinance) to save thousands on conveyancing costs when they set up a Family Trust. [Learn More]
- Dying leaving a partner with children: Explaining how in certain circumstances it is smart to have a Professional Backup Trustee. [Learn More]
- Dying leaving children without parents: Explaining how in certain circumstances it is smart to have a Professional Backup Trustee. [Learn More]
- Transferring life insurance into a trust: Preserving a customers legacy and protecting the interests of their children for years into the future. [Learn More]
Blog Posts
Community Knowledge Building
[23-Mar-17] Topics requested by our users
How much would 5% of your estate be in dollars terms?
How can grandparents leave a practical legacy?
Samples of Documents
Example Signed Documents
Customer Feedback
Signing Documents Correctly
Situation: I would like material that clearly shows me how I should be signing, dating and having documents witnessed.
[23-Mar-17] Update: We have created a range of sample signed documents (using fictional characters) and added these to our user guide section of the website:
Resolution - Transferring the Family Home
Resolution - Transferring Life Insurance
Draft Documents
Customer Feedback
Look and Feel
Situation: I need to have confidence in the quality of the documents being created. Please provide sample documents I can download and look over?
[12-Mar-17] Update: We have created a range of example draft documents (using fictional characters) and added these to our user guide section of the website:
Blog Posts
Community Knowledge Building
[26-Feb-17] Topics requested by our users
How do online solutions reduce costs?
Why have backup copies of important documents?
Why protect your home for your family?
Why does a family trust give you greater peace of mind than a will on its own?
YouTube User Guides
Online Best Practice
Industry Feedback
Supporting the Hearing Impaired
Situation: Best Practice: Screen capture, voice over and captioning to account for different learning styles.
[26-Feb-17] Update: We have updated out User Guides to include captioning for the hearing impaired.
Guide 01 - Family Home Trust
Loading Your Children’s Details
Family Home Address and Valuation Details
Requesting a Family Trust IRD Number
Secure Storage of Important Documents
Guide 02 - Easy Wills
Guide 03 - Transferring Life Insurance
Transferring Term Life Insurance to your Family Home Trust
Guide 04 - Secure Online Storage
Blog Posts
Community Knowledge Building
[12-Feb-17] Topics requested by our users
Does every will need to be complex?
What are the elements of a well written trust deed?
Why do you set up a family trust if you have no children?
Why do you set up a a family trust well before problems occur?
Identity Footprint
Personalising Your Settings
Customer Feedback
My Digital Footprint
Situation: I want to be able to store my digital footprint details in one place securely. This makes sense to be TrustUs if I am storing important back up copies of my documents on your site.
[12-Feb-17] Update: We now have updated our settings tab to include your digital footprint details on our secure platform.
Blog Posts
Community Knowledge Building
[18-Dec-16] Topics requested by our users
What is estate administration?
Why do people separate our their personal assets from their business risks?
Assisted Service with Financial Advisers
Adviser Approach
Industry Compliance Feedback
Referral Business
Situation: There is a lack of clarity in the industry around understanding the differences between referring, recommending and giving advice.
[18-Dec-16] Update: We now have Supporting Material from IDS on best practice.
Blog Posts
Community Knowledge Building
[09-Oct-17] Topics requested by our users
What's stopping you from getting your will sorted?
What are some of the reasons why you don't want a complex will?
Why do recruiters have family trusts?
You don't have to compromise anymore get quality at an affordable price
Offering Consumer Finance
Weekly Payment Options
Customer Feedback
Family Budget
Situation: I have a young family and a mortgage to pay, so I have little disposable income at the moment. I see the need and want to protect my family, are you able to offer payment plans over say 12 months?
[09-Oct-16] Update: We have updated our payment plans and have partnered with Finance Now to build in consumer financing into our platform. So your first 12 months costs come down to less than $6 a day.
Blog Posts
Community Knowledge Building
[20-Oct-17] Topics requested by our users
Has your Adviser got your best interests at heart?
How do mums protect their family and lifestyle today?
Identity Verification
Proof of Identity
Industry Standard
Honesty & Transparency
Situation: The industry has concerns around the potential for Money Laundering and Fraud and requires Proof of Identity for financial transactions.
[20-Oct-16] Update: We now have API verification with the Department of Internal Affairs to provide proof of identity validation on our customers Drivers Licence and Passport details.
Blog Posts
Community Knowledge Building
[15-Oct-16] Topics requested by our users
Why is estate planning important for young families?
Should you protect the value of your home?
Expectation Setting
T & C's, Code of Conduct and Privacy Policies
Rules of Engagement
Shared Beliefs
Situation: We wanted to ensure we have clear and strong policies clearly setting out expectations.
[15-Oct-16] Update: We have had a review and recommendations made by AJ Park Intellectual Property Experts and have updated our policies accordingly.
For Referrers
For Customers
Blog Posts
Community Knowledge Building
[09-Oct-16] Topics requested by our users
What are some of the smart steps homeowner can take to keep themselves safe?
Why should you talk to your parents about end of life planning?
What happens in the event I pass away without a will?
How do you get the conversation started with estate planning and asset protection?
Sharing of Information
Giving Permission and Encrypted Sharing
Online Security
Safe Environment
Situation: There is a clear need to provide permissions for the user to link and share documentation securely with their referrer (if they choose to and have one).
[09-Oct-16] Update: By linking a referrers unique code to a users privacy permissions we are able to provide secure encrypted sharing: being the transfer of files directly through our site as HTTPS, which is secured by our SSL certificate. Pretty Smart Right!
Online Security
Industry Best Practice
Regular System Updates
Maintenance
eCommerce: For Online Payment Processing using DPS Payment Express.
User Access: With a 2 Step password change. Initiating a request to re-establish access to the users account. Involving getting users to the page that enables them to reset their password, only by an encrypted link sent to the users secure email address.
Secure Website Certificates: For Encryption. SSL Certificates are small data files that digitally bind a cryptographic key to TrustUs details. When installed on a web server, it activates the padlock and the https protocol and allows secure connections from a web server to a browser.
Digital Usability
Moving to Responsive Design
Adapting to User Preferences
New Technology
Situation: Moving to providing solutions that match the technology being used by our customers. For greater reach and an all-round nicer digital experience across mobile, tablets, iPads and desktops.
[25-Sep-16] Update: We have moved the experience from less layers to responsive design looking at speed of upload and downloads right through to flexibility across different screen sizes.
Blog Posts
Community Knowledge Building
[11-Sep-16] Topics requested by our users
How do business owners protect themselves?
Why is it beneficiaries take their trustees to court?
Service Offer
Changing to Bundled Services
Industry Feedback
Ongoing Compliance
Situation: There is a clear need to combat the risks around ongoing compliance for family trusts.
[11-Sep-16] Update: We pivoted and changed from a product focus to an ongoing service focus to provide industry best practice (support and coaching) for non-professional trustees.
Agreement to Proceed
Product Exclusions
Fit For Purpose
Right Solution
Situation: Confirming users have looked at all the information and have made their own investigations. That they have sought legal and other advice, as they have felt necessary. So they are able to proceed on their own judgement with the Deed of Trust and Deed of Nomination.
Update: Providing Industry leadership with a clear opt out (can not proceed) under certain circumstances.
Product Offer
Products & Services
Document Output Focus
Product Enhancements
Situation: Document Pricing Model that allows a user to pick and mix the documents they want, covered Trust Establishment, Easy Wills, Transfer of Life Insurance and Secure Online Storage.
Update: We have now created the below product sets:
- Trust Establishment: Including checklist instructions, Letter of Wishes, Trust Deed (in plain English), the Deed of Nomination (Holding the Family Home as Nominee) and Trustee Resolution for the Family Home.
- Easy Will: Covering Executor, Funeral Wishes, Gifts, Rest of Estate, General Powers and Trustee Powers.
- Transfer of Life Insurance into Trust: Including checklist instructions, Trustee Resolution - Transfer Insurance Policy, the Memorandum of Transfer and the letter to the Insurer.
- Secure Online Storage: Providing a digital backup service for storing important documents to account for a lack of transparency and visibility for beneficiaries.
Offline Complex Advice
When Situations do not fit the Digital Experience
Complex Referrals to Experts
Exception Management
Situation: Sourcing specialist partners to help solve problems for the general public that do not fit the TrustUs solution.
Update: We now have a range of experts we can refer complex situations to.
Quality Assurance
Checks and Balances
Industry Leaders
Expert Testing
Situation: Multiple reviews of our online processes, systems and documentation completed by Chris Kelly [Barrister] Trust & Estate Expert [1st Legal Opinion]. Second Review undertaken by Chris Corry [Barrister] for a Conservative Legal Opinion [2nd Opinion]. Third Review by Alan Campbell [Solicitor] to be able to offer Conveyancing Services.
Update: We now have a quality assured online process, systems and documentation for creating and managing a Family Home Trust online for non-professional trustees.
- Family Situation: Relationship status, children and intentions.
- Fit for Purpose: Can not proceed if immediate creditors, looking for rest home subsidies, trying to minimise tax or transfer a leaky home.
- Main Reason: Clear intentions.
- Trust Name: Providing naming conventions.
- Structure: Confirming Settlor(s), Trustee(s) and Primary Benficiary(ies).
- Beneficiaries: Final Beneficiaires.
- Family Home Details: Current value less than 6 months old.
Digital Usability
Moving from Desktop to Tablet
Adapting to User Preferences
Adjustments
Situation: Moving to providing solutions that match the technology being used by our customers for greater reach across tablets, iPads and desktops for greater reach.
Update: We now have a commercial grade build of our solution from HTML to HTML5 CMS with cloud storage, encryption and with e-Commerce.
System Testing
Product Development
User Testing & Refinement
Learning
Situation: Undertaking User Acceptance Testing (for variations and adjusting for lessons learnt) to create elegant simplicity of our processes and systems as well as understanding "right timing" to introduce human contact with user pain points. It isn't all about zero friction to purchase.
Update: HTML full site and user testing was completed. As well as refinement of online processes for the establishment of a family trust, wills, enduring powers of attorney, deeds of sale, conveyancing and annual gifting including web chat and e-commerce using PayPal. Additional video, screen capture and multi-media supporting content built also uploaded to the platform.
Process Improvement
Online Estate Planning Detailed Build
Prototyping and Product Development
Practice
Situation: Full Service Build figuring out fish hooks and pain points, scope, likelihood and right timing for system enhancements.
Update: Full prototype build in HTML Interact CMS. Trademark and brand design development. Construction of online establishment of a family trust, wills, enduring powers of attorney, deeds of sale, conveyancing and annual gifting including web chat and e-commerce with PayPal. Including video, screen capture and multi-media supporting content.
Documentation
Prototyping & Product Development
Detailed Design
Theory
Situation: Full Service wire frame and requirements specifications. SWOT Analysis and Market Sizing of the Opportunity.
Update: Detailed Concept Design and Prototyping. Development of User Flow using Adobe Flash and Online Forms to construct Trust Deeds, Deeds of Sale, Conveyancing Documentation, Wills, Enduring Powers of Attorney and Conveyancing when Establishing a Family Trust.
