I think you need a dedicated faq for bereavement, there could be a way of picking this up as those who have to deal with such unfortunate events could be asked to send an email to help@purepla.net with the word bereavement in the subject line. Your staff would then deal with this on a human level as your systems will be made to flag any such emails.
This will help reduce the stress for those unfortunate souls whose family member (or otherwise) has passed. It’s a stressful enough time as it is.
The faq could include details of what the emailer can expect to be asked or what action they will be expected to take.
