How we are continuing to support your business and your clients
To ensure that we can continue to serve you and your business we have implemented a number of business continuity strategies. We are confident that the approach we have taken puts us in the best place possible to deliver against our commitments to you and to protect our people during these unprecedented circumstances.
What's changed?
- We’re now able to accept documents signed using approved e-signature solutions on our most frequently used documents, including new business and client instructions. We will still require wet signatures for some documents. Please read these quick guides for Wrap and Elevate for more details. At present the provider we are accepting e-signatures from is DocuSign.
- You can upload scanned copies of your client’s signature on documentation and scanned copies of original documents, with some exceptions where the transferring companyrequire originalforms with a wet signature. Photographs will be accepted
- You can complete key processes online that could previously only be done by telephone.
- Elevate customer services are currently operating from 9.00am to 5.00pm. There are no changes to Wrap customer services operating hours which are 9.00am to 5.30pm.
The best way to access support at this time
To protect our colleagues you may experience longer wait times than usual and we thank you for your patience.
As an alternative, you can access support by contacting us by email and self-servicing on our platforms. We also recommend sending money via bank transfer rather than cheque. You can find our bank details on our FAQ page.