FAQ

Bereavement - what do I do if the account holder passes away?

  • 30 June 2020
  • 0 replies
  • 216 views

We know it’s a difficult time when someone you’re close to passes away. When it comes to their Pure Planet account, you can be reassured there’ll be no interruption to the energy supply.

Whoever’s responsible for the estate will need to set up a new account. This can be done by downloading the Pure Planet app or going to purepla.net, entering the property and usage details to get a quote, and following the steps to sign up.

The wording will appear as if you’re applying to switch suppliers, although we already supply the property. Don’t worry - this is just the process to change the account holder details. Once it’s  been completed get in touch with our Member Services team by tapping ‘Help’ > ‘Ask WattBot’ and asking to ‘message the team’.

If you let them know the account holder has passed away they’ll then confirm some details with you, to close that account and ensure the new account is set up correctly.

They'll then create the final statement for the closed account and send this to you by email.

If you’d prefer not to download our app you can follow the moving-in form on our website at https://purepla.net/support/#moving-home - you’d just need to enter the postcode and complete the steps from there, and then contact the team via WattBot to inform them of the account holder’s passing.

The ‘moving in date’ is the date you need to open the new account. This will usually be the day after the existing account holder passed away.

We apologise for the wording on this form - it’s written for people who are moving into a new property. The underlying process is the same.
 


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