Empower Customers Through Life’s Key Transitions

Imagine this: a young couple walks into their bank, excited about securing their first home and planning their family’s future. Years down the track, they’re not just managing mortgages or savings—they're thinking about the legacy they want to leave. This natural progression highlights a vital opportunity for banks: supporting customers through life’s milestones right up to legacy planning. Legacy planning is the quiet, crucial wrap-up to a life well-lived, often overlooked but deeply valued. It’s about trust, care, and a bit of foresight—an extension of the bank’s role beyond finances into multi-generational wellbeing.

Life Changes Banks Already Support

Across Australia, banks have long played a pivotal role in guiding customers through the major life transitions that shape their financial and personal wellbeing. From the excitement of buying a first home to the responsibilities of growing a family, and the careful planning required for retirement, banks are trusted partners at every stage. These milestones are not just financial transactions—they are deeply personal events that require both practical advice and emotional support. As the landscape of life transitions planning evolves, managing one’s legacy and essential documents emerges as the logical, final piece of this comprehensive lifecycle support.

Guiding Customers Through Key Life Milestones

For most Australians, life’s major transitions are closely linked to financial decisions. Banks are already central to these moments:

Buying a Home: Mortgage specialists and financial advisors help customers navigate property purchases, from saving for a deposit to securing the right loan structure. This support extends beyond paperwork, offering reassurance during what can be a stressful process.
Planning for Children: Whether it’s opening a savings account for a newborn or updating insurance and budgeting for education, banks provide practical tools and advice. These services help families plan for the future, reinforcing the bank’s role as a trusted advisor.
Approaching Retirement: Retirement planning is a significant transition, involving superannuation advice, pension management, and estate considerations. Banks offer tailored solutions, ensuring customers feel secure as they prepare for the next chapter.

Building Trust Through Holistic Support

Research consistently shows that customers expect their banks to offer holistic support across all life stages—not just during financial transactions. By providing guidance during these pivotal moments, banks build lasting relationships founded on trust and loyalty. Real-world examples highlight how customers feel genuinely cared for when their bank anticipates needs beyond the obvious, such as assisting with the emotional aspects of downsizing or helping families adjust to new financial realities after a major life event.

Tailored Engagement: Retail and Premium Banking Models

While the core goal remains the same, engagement models differ between retail and premium banking:

Retail Banking: Digital self-service tools empower customers to manage their financial planning transitions independently. These platforms add value to the banking relationship, fostering loyalty in an increasingly competitive market.
Premium/Private Banking: High-touch, personalised services demonstrate a deep, holistic commitment to the client and their family. Advisors work closely with clients, often supporting multi-generational wellbeing and complex needs.

Legacy Planning: The Next Step in Lifecycle Service

As customers move through these life transitions, legacy planning emerges as a natural extension of the bank’s support. Managing wills, essential documents, and end-of-life wishes is the final, crucial step in a customer’s financial journey. By offering this service, banks demonstrate a commitment to supporting customers—and their families—beyond the transactional, reinforcing their role as a lifelong partner.

Evaheld: The Perfect Light-Touch Partner

With Evaheld, banks can seamlessly integrate retail banking legacy support into their existing offerings. The white-label capable B2C app—branded as “YourBank’s Legacy Secure” or similar—provides customers with a secure, user-friendly platform for managing their legacy documents. For banks, the partner dashboard offers valuable insights into customer engagement, all with minimal development or compliance overhead. This approach positions legacy planning as a service, not a product—building trust and deepening relationships without a sales agenda.

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Legacy Planning: The Final Life Transition

Legacy planning services represent the natural culmination of a bank’s commitment to supporting customers through life’s most significant milestones. From the first home purchase to welcoming children and navigating retirement, banks have long played a central role in helping individuals and families manage change. The next logical step is to empower clients to organise their legacy—ensuring their wishes, essential documents, and values are preserved for future generations. This approach not only completes the lifecycle of customer support, but also addresses a profound emotional and practical need for security and continuity.

Comprehensive Support for Every Stage of Life

Modern banking is about more than transactions; it’s about building relationships that last a lifetime—and beyond. As clients accumulate wealth and responsibilities, their focus naturally shifts towards safeguarding their family’s future. Legacy planning services, including will preparation, estate organisation, and end-of-life considerations, are now seen as essential elements of holistic financial care. By offering these services, banks demonstrate a genuine commitment to multi-generational wellbeing, helping clients manage the transfer of wealth, values, and family governance across generations.

Legacy Planning as a Service—Not a Product

Positioning legacy planning as a service, rather than a product, is key to building trust. Customers are increasingly wary of sales-driven conversations, especially when it comes to deeply personal matters like estate planning. By providing access to digital estate planning tools and legacy organisers, banks can offer valuable support without the pressure of a sales agenda. This approach fosters loyalty and strengthens the bank-customer relationship, positioning the institution as a trusted partner in life’s most important transitions.

Tailored Solutions for Premium and Retail Banking

Premium and Private Banking: For high-net-worth clients, legacy planning is about more than documents—it’s about family continuity, governance, and bespoke wealth transfer strategies. Offering exclusive, high-touch legacy planning services signals a deep understanding of clients’ multi-generational needs. Personalised support, combined with secure digital tools, empowers clients to create a legacy plan that reflects their values and aspirations.
Retail Banking: In a competitive market, digital self-service legacy organisers add meaningful value to the everyday banking relationship. User-friendly apps make it simple for customers to store, update, and share essential documents, increasing engagement and loyalty. Research shows that clients appreciate tools that help them preserve both wealth and values for their families, making digital legacy planning a powerful differentiator.

Evaheld: The Light-Touch Banking Partner

Evaheld stands out as the ideal partner for banks seeking to offer sophisticated legacy planning services with minimal operational overhead. The white-label, B2C app can be seamlessly branded as “YourBank’s Legacy Secure” or similar, providing customers with a secure, intuitive platform for managing their legacy. For banks, the partner dashboard delivers valuable insights into customer engagement, while the app’s compliance-ready architecture ensures a smooth rollout with minimal development effort. This low-maintenance solution enables banks to deliver a modern, non-financial service that enhances their value proposition and deepens customer trust.

Industry Leaders Emphasise Holistic Care

“Legacy planning is no longer just about assets—it’s about empowering families to thrive across generations. Banks that offer estate planning tools and digital legacy organisers are redefining what it means to care for clients.”

By integrating legacy planning into their suite of services, banks can fulfil their promise of holistic, relationship-driven support. This empowers customers to take control of their future, ensures multi-generational wellbeing, and positions the bank as a true partner in every stage of life’s journey.

Tailoring Legacy Support for Premium and Retail Banking

Modern banking is about more than just managing transactions—it’s about supporting customers through every stage of life. From buying a first home to welcoming children and planning for retirement, banks play a pivotal role in guiding customers through key transitions. The next logical step in this lifecycle support is helping customers manage their legacy and essential documents. By tailoring legacy planning services to the unique needs of premium and retail banking segments, banks can strengthen relationships, build trust, and enhance loyalty in a competitive market.

Premium Banking Services: High-Touch Legacy Planning

For premium and private banking clients, legacy planning is not just an add-on—it’s an expectation. These clients seek premium banking services that demonstrate a deep, holistic understanding of their family’s multi-generational wellbeing. Legacy support in this context is framed as an exclusive, high-touch service, delivered with the same care and discretion as wealth management or estate planning.

Personalised Engagement: Relationship managers can offer one-on-one consultations, guiding clients through the process of organising wills, trusts, and other critical documents.
Integration with Wealth Transfer: Legacy planning is seamlessly integrated with broader wealth transfer and estate tax strategies, ensuring a comprehensive approach to protecting family assets.
Multi-Generational Focus: Services extend beyond the individual, considering the needs of children, grandchildren, and even charitable interests.

Research shows that tailored legacy planning approaches in premium banking improve client satisfaction and foster long-term loyalty. By positioning legacy support as a luxury, relationship-driven service, banks can reinforce their role as a trusted banking partner for life’s most important decisions.

Retail Banking Legacy: Scalable Digital Solutions

In the retail banking segment, customers value convenience, accessibility, and control. Here, legacy planning is best delivered as a digital self-service tool—empowering customers to organise their essential documents securely and efficiently, without the need for heavy manual involvement from bank staff.

Digital Legacy Organiser: A straightforward, secure platform allows customers to upload, store, and share important documents such as wills, insurance policies, and powers of attorney.
Accessible Anytime, Anywhere: Customers can manage their legacy planning at their own pace, from any device, increasing engagement and satisfaction.
Loyalty Through Value-Added Services: Offering a digital legacy organiser as part of the retail banking relationship helps differentiate the bank in a crowded market, driving customer loyalty without a sales agenda.

Legacy planning in retail banking is positioned as a service, not a product—building trust and demonstrating care for customers’ long-term wellbeing.

Evaheld: The Flexible, White-Label Legacy Partner

Evaheld’s platform is the ideal solution for banks seeking to offer tailored legacy support across both premium and retail segments. As a white-label capable B2C app, Evaheld can be branded as “YourBank’s Legacy Secure” or similar, providing a seamless extension of the bank’s digital offerings.

Minimal Development and Compliance Overhead: Evaheld’s ready-to-deploy solution allows banks to launch sophisticated, non-financial services quickly and efficiently.
Partner Dashboard: Banks gain visibility into customer engagement, enabling data-driven insights and proactive relationship management.
Customisable Experience: The platform adapts to both high-touch premium banking and scalable retail banking legacy needs, ensuring the right level of support for every customer segment.

By partnering with Evaheld, banks can position themselves as a trusted banking partner for every stage of life—delivering tailored legacy planning services that meet the evolving expectations of both premium and retail customers.

Why Legacy Planning Is More Service Than Product

Legacy planning services represent a natural evolution in the way banks support their customers through life’s most significant transitions. From helping customers buy their first home, to guiding them through the arrival of children, and supporting them as they plan for retirement, banks have always played a central role in life’s key milestones. Managing one’s legacy—organising essential documents, wishes, and instructions for loved ones—is the logical, final piece of this lifecycle support. Yet, what sets legacy planning apart is that it is fundamentally a service, not a product, and this distinction is crucial for building trust and deepening relationships.

Building Trust Through Service, Not Sales

Legacy planning services focus on the wellbeing of clients and their families, rather than on selling a financial product. This approach aligns with modern client expectations, where trust and genuine care are valued above transactional interactions. When banks offer legacy planning as a service, they demonstrate a commitment to supporting customers through some of life’s most challenging and emotional moments—such as the loss of a loved one or the transfer of family wealth. This service-first mindset fosters authentic conversations and positions the bank as a trusted banking partner rather than a salesperson.

Supporting Families Through Difficult Transitions

Life’s transitions can be complex and stressful, especially when it comes to legacy matters. By providing legacy planning services, banks can help families navigate these periods with confidence and clarity. For premium and private banking clients, this can take the form of a high-touch, exclusive service that demonstrates holistic care for the client and their family’s multi-generational wellbeing. For retail banking customers, a digital self-service tool can empower individuals to manage their legacy at their own pace, adding meaningful value to the banking relationship and increasing customer loyalty in a competitive market.

Differentiation in a Competitive Market

In today’s crowded banking landscape, service-based legacy planning is a clear competitive advantage. Research shows that trust-centric services increase customer satisfaction and retention. By offering legacy planning as a service, banks can differentiate themselves as relationship-oriented partners who care about the whole customer journey—not just their financial transactions. This approach enhances the bank’s reputation and builds long-term loyalty, as clients feel supported, not sold to.

Evaheld: The Perfect, Light-Touch Banking Partner

Evaheld’s white-label capable B2C app is designed to seamlessly integrate with a bank’s existing offerings. Branded as “YourBank’s Legacy Secure” or similar, it enables banks to provide sophisticated, non-financial legacy planning services with minimal development or compliance overhead. The partner dashboard gives banks visibility into customer engagement—such as document uploads and milestone completions—without the need for intrusive selling or pressure. This light-touch approach allows banks to offer meaningful support while respecting client privacy and autonomy.

Enhancing Relationship-Oriented Banking

Service-oriented legacy planning aligns perfectly with the shift towards relationship-oriented banking. By avoiding product sales language and focusing on genuine support, banks can open new avenues for client engagement. The non-financial nature of legacy planning allows for deeper, more personal conversations, strengthening the bond between bank and customer. Ultimately, this approach positions the bank as a holistic, trusted partner—one that stands by its customers through every stage of life, including the most sensitive and important transitions.

Leveraging Evaheld: The Light-Touch Partner

Banks have long been trusted partners in guiding customers through life’s most significant milestones—buying a first home, welcoming a child, or planning for retirement. As expectations for holistic banking lifecycle support evolve, managing one’s digital legacy and essential documents has emerged as the logical next step. To meet this growing demand, banks require a solution that is both sophisticated and seamless. Evaheld stands out as the ideal light-touch partner, enabling banks to offer digital legacy organiser and legacy planning services with ease and minimal disruption.

White-Label Simplicity: ‘YourBank’s Legacy Secure’

Evaheld’s white-label B2C app can be fully branded as ‘YourBank’s Legacy Secure’ or tailored to suit any institution’s identity. This approach allows banks to introduce a unique, non-financial service that complements their existing suite of offerings. Customers access a secure, intuitive platform for organising wills, insurance, digital assets, and personal wishes—directly under their bank’s trusted banner.

Minimal development and compliance effort: Evaheld’s platform is designed for rapid deployment, requiring little to no technical integration or additional regulatory burden.
High customer value: By providing a secure digital legacy organiser, banks enhance their role as a trusted banking partner, deepening relationships without a sales-driven agenda.

Partner Dashboard: Insightful Engagement

Evaheld’s partner dashboard gives banks real-time visibility into customer engagement and uptake of legacy planning services. This data-driven approach enables banks to:

Monitor usage trends and identify customer segments most engaged with legacy planning
Tailor future initiatives and communications based on actual customer needs
Demonstrate ongoing value to both customers and internal stakeholders

This level of insight is particularly valuable for customer experience leaders seeking to refine and personalise the banking journey.

Supporting Both Retail and Premium Banking Models

Evaheld is uniquely suited to serve both retail and premium/private banking segments:

Retail banking: The self-service digital legacy organiser empowers customers to manage their affairs independently, adding tangible value to their everyday banking relationship. This differentiates the bank in a competitive market and supports long-term loyalty.
Premium/private banking: For high-net-worth clients, Evaheld’s legacy planning services can be positioned as an exclusive, high-touch offering. Relationship managers can introduce the service as part of a holistic, multi-generational wealth and wellbeing strategy—demonstrating deep care for the client’s family beyond financial products.

Balancing Privacy, Security, and Accessibility

Evaheld’s technology is built with privacy and security at its core, ensuring that sensitive customer information is protected at every step. At the same time, the platform is designed for ease of use, making legacy planning accessible to all customers—regardless of their technical proficiency or life stage.

“Technology partners like Evaheld enable banks to meet growing legacy planning demands efficiently, without the need for costly in-house development or complex compliance projects.”

Enhancing the Banking Lifecycle with Minimal Overhead

By partnering with Evaheld, banks can offer sophisticated legacy planning services as a natural extension of their existing lifecycle support. The solution is easy to integrate, requires minimal ongoing management, and delivers significant value to both the bank and its customers. This approach positions the bank as a forward-thinking, trusted advisor—ready to support customers through every chapter of life.

Wild Card: A Hypothetical Journey Through Legacy Planning

Legacy planning services are becoming an essential part of how banks support customers through life’s key transitions. Traditionally, banks have guided clients through buying their first home, welcoming children, or planning for retirement. Now, managing one’s legacy and essential documents is emerging as the logical, final piece of this lifecycle support. By offering legacy planning, banks position themselves as a trusted banking partner—not just for financial milestones, but for every stage of life.

Meet Sarah: Premium Banking and Peace of Mind

Sarah is a long-standing premium banking client who has recently begun preparing for retirement. She’s worked hard to build her wealth and wants to ensure her family is protected, not just financially but also in terms of shared values and wishes. Her bank introduces her to its exclusive legacy planning service, powered by Evaheld and offered as “YourBank’s Legacy Secure.”

Through a high-touch, personalised experience, Sarah is guided by her dedicated relationship manager. Together, they use the white-label legacy planning platform to:

Organise her will, enduring power of attorney, and insurance documents
Record her wishes for charitable giving and family heirlooms
Store messages and stories for her grandchildren

Sarah appreciates the holistic care her bank provides—not just managing her finances, but supporting her family’s multi-generational wellbeing. She feels a deep sense of peace, knowing her legacy is protected and her loved ones will have clarity and guidance when it matters most. For Sarah, this is more than a service; it’s a story of care that strengthens her trust in her bank.

Across the City: Tom’s Digital Legacy Journey

On the other side of town, Tom is a retail banking client in his early thirties. He’s recently married and just welcomed his first child. With life moving quickly, Tom values convenience and digital solutions. His bank offers a digital legacy organiser—also powered by Evaheld—that he can access through his online banking portal.

Tom uses this self-service tool to:

Upload and update his will and insurance documents
Nominate guardians for his child
Store important family contacts and instructions

The process is simple, secure, and available whenever Tom needs it. He appreciates that his bank is thinking ahead, helping him prepare for the unexpected and protect his growing family. This digital-first approach adds real value to Tom’s banking relationship, increasing his loyalty in a competitive market.

Blending Human Touch with Technology

These two stories—Sarah’s bespoke, high-touch experience and Tom’s digital self-service journey—highlight how legacy planning services can be tailored to meet the needs of different customer segments. For premium and private banking clients, legacy planning is an exclusive offering that demonstrates deep, holistic care. For retail customers, it’s a modern, accessible tool that fits seamlessly into their busy lives.

Evaheld’s white-label solution enables banks to offer these sophisticated, non-financial services with minimal development or compliance overhead. The partner dashboard gives banks visibility into engagement, helping them understand and support their customers’ evolving needs.

“My bank helped me organise my legacy, not just my money. I feel truly understood.” – Hypothetical Customer Story

Legacy planning emerges not just as a service, but as a story of care and connection—bridging generations, blending technology with the human touch, and reinforcing the bank’s role as a lifelong, trusted partner in every customer’s journey.

Bringing It All Together: Legacy Planning as Banking’s Human Touch

Legacy planning strategies represent the natural evolution of a bank’s role in supporting customers through life’s key financial planning transitions. Traditionally, banks have stood by their clients during pivotal moments—helping them purchase their first home, prepare for a growing family, or navigate the complexities of retirement. Each of these milestones is a testament to the trusted support network that banks provide. Yet, as clients look beyond these events, the question of how to secure their legacy and safeguard their family’s future becomes paramount. This is where legacy planning completes the chain of support, aligning financial organisation with emotional wellbeing and responsible family governance.

For premium and private banking clients, legacy planning is more than just a service—it is a demonstration of holistic, multi-generational care. By offering tailored legacy planning support, banks can show clients and their families that their wellbeing is valued not just today, but for decades to come. This high-touch approach, delivered through exclusive consultations or seamless digital experiences, strengthens the bond between the bank and its most valued clients. It signals a commitment to the client’s entire life journey, extending beyond traditional financial products to encompass the emotional and practical aspects of legacy.

In the retail banking space, the opportunity is equally compelling. Here, legacy planning can be integrated as a digital self-service tool—accessible, intuitive, and designed to empower customers at every stage of life. By embedding legacy planning strategies into everyday banking, institutions can add meaningful value to the customer relationship. This not only increases loyalty in a competitive market, but also positions the bank as a forward-thinking partner invested in the customer’s long-term peace of mind. Importantly, offering legacy planning as a service, rather than a product, builds trust without the pressure of a sales agenda. It is a genuine gesture of care that resonates with today’s values-driven consumers.

Modern, white-label digital solutions make it easier than ever for banks to deliver these services at scale. Platforms like Evaheld offer a light-touch, B2C app that can be branded as “YourBank’s Legacy Secure” or similar, seamlessly integrating into the bank’s existing digital ecosystem. With a partner dashboard, banks gain valuable visibility into customer engagement, while clients benefit from a sophisticated, secure environment to manage essential documents and wishes. This approach allows banks to offer a high-value, non-financial service with minimal development or compliance overhead, making legacy planning both feasible and scalable.

Research shows that holistic legacy planning improves client retention and satisfaction, offering banks a strategic advantage in building lasting relationships. By embracing legacy planning as a core part of their trusted support network, banks can deepen trust, foster loyalty, and truly stand out in a crowded market. Ultimately, legacy planning is about more than just paperwork—it is about securing peace of mind for clients and their families, ensuring that their wishes are respected, and their loved ones are protected.

In conclusion, legacy planning ties together the life-cycle banking services that form meaningful, enduring client relationships. It is the final, vital piece in the journey of financial planning transitions, aligning practical organisation with emotional security. Banks that champion this human-centred approach will not only meet the evolving needs of their clients, but also set themselves apart as leaders in genuine, relationship-driven banking. Now is the time for banks to embrace legacy planning—not just as a service, but as a powerful tool for building trust, loyalty, and long-term success.

Future-Proof Your Family’s Story with the Evaheld Legacy Vault

Imagine a single, permanent home for your life's most precious layers: the laughter in your stories, the wisdom in your wishes, and the clarity of your care plans. The Evaheld Legacy Vault is that home—a guaranteed sanctuary for your legacy, designed to outlive the digital noise and ensure your voice is heard for generations.

This is more than storage; it's the one account your family will thank you for creating.

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Get Your Vault Running in Minutes with Charli, Your AI Legacy Preservation Assistant

Stop feeling overwhelmed. Charli is your proactive guide who simplifies every step—from setting up your vault and inviting family members to sending smart content requests and helping you articulate your stories. She doesn't just help you write; she helps you build, ensuring your entire legacy is preserved efficiently and authentically.

Your All-in-One Legacy Solution

Preserve a Rich, Living History: Build a first-person narrative with video messages, audio recordings, legacy letters, and recipes—a digital heirloom where your wisdom and memories are kept safe and searchable.
Co-Create in Family Rooms: Spark conversations and gather memories together in shared, collaborative spaces. It’s a living scrapbook that grows with every contribution from your family.
Simplify Every Step with Charli, Your AI Legacy Preservation Assistant: From onboarding and inviting family to sending content requests and articulating your stories, Charli provides proactive guidance throughout your entire legacy-building journey—ensuring nothing is forgotten while keeping the process effortless.
Honour Your Care Wishes: Complete your legally valid Digital Advance Care Directive with our intuitive tool. Grant loved ones and clinicians instant, secure access, ending frantic document searches for good.
Grant Emergency Access in Seconds: Share or print your unique QR Emergency Access Card. A single scan gives first responders immediate access to your directives, enabling faster, better-aligned care when every second counts.
Safeguard Every Essential Document: Consolidate your will, power of attorney, superannuation details, and more in one bank-grade encrypted vault. Your family will always find what they need, securely.

How to Secure Your Legacy in Minutes

Start Your Free Vault: Claim your personal, secure space in under a minute. No cost, no commitment.
Add Your People & Open Rooms: Invite family to shared Rooms to begin co-creating your story and sending content requests.
Build Your Legacy: Use your built-in AI assistant to help capture memories and refine your messages. Upload documents and record your care wishes. Your voice, preserved forever.

Why Thousands Are Choosing Evaheld

By starting your free Evaheld Legacy Vault, you gain:

A Living Time Capsule — preserve your family’s identity, values, and care choices in one lasting digital home.
With Charli, Your AI Assistant, Preserving Your Story is Effortless
Ease & Organisation — everything important, easily shared and always up to date.
Peace of Mind for All Generations — loved ones know exactly what you wish, and where to find it.
Free to Begin, Forever to Keep — create your vault now and secure lifetime access

Watch our Cofounder's Story to learn why we’re so passionate about Legacy Preservation and Advance Care Planning

The Best 3 Resources to Get Started

Start Your Vault — It’s Free and Forever Yours

Building your Evaheld Legacy Vault takes minutes — and protects your stories, care plans, and family legacy for generations. Give your loved ones the greatest gift of all: peace of mind that never expires.

TL;DR: Banks can deepen relationships and increase loyalty by integrating legacy planning support as a seamless part of life transition services, tailored for retail and premium clients alike.

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Supporting Customers Through Life’s Key Transitions