FAQ2020-12-08T06:25:56+11:00

Frequently Asked Questions

Who is Phillips & Cohen Associates?2020-12-05T05:54:01+11:00

Phillips & Cohen Associates, Ltd. was formed in 1997 as a financial recovery services company. We manage estate accounts referred to us by our clients. Our business has achieved national and international prominence by providing compassionate support to those handling the final affairs of an estate.

How can you help me?2020-12-05T05:54:32+11:00

Our clients refer estate accounts to us because of our compassionate and sensitive approach to financial recovery. We understand that managing the final affairs of a loved one while coping with your personal loss can be a daunting task. We’re here to help assist you in understanding the estate management process.

What makes Phillips & Cohen Associates different from other financial recovery companies?2020-12-05T05:55:07+11:00

We are proud of our compassionate and sensitive approach to resolving financial matters. We have built a reputation for service and trust around the world and strive to provide a ‘best in class’ service to consumers.

How is COVID-19 affecting your service?2020-12-05T05:56:50+11:00

As the Coronavirus and its impact continue to evolve, we remain focused on the health and safety of our employees and commitment to our customers. We are here to assist you and are working hard to ensure Phillips & Cohen Associates team members can continue to provide support during this challenging time. Our agents will continue to support inbound calls during our normal hours of operation. We also encourage you to visit our online self-service portal. (Login details are available on our initial contact letter or can be obtained by calling us.) Contact us.

Why am I receiving a letter or phone call?2020-12-05T05:57:16+11:00

If we contacted you recently, Phillips & Cohen Associates received information from a creditor client that links you to an estate account.

What if I don’t recognise this account?2020-12-15T04:34:26+11:00

If you feel we have contacted you in error, please contact us, and we will update our records.

How do I sign in to Estate-Serve℠?2020-12-15T04:35:00+11:00

Login information for Estate-Serve℠ is available on our initial letter or by contacting us.

How do I contact Phillips & Cohen Associates?2020-12-05T06:00:10+11:00

You can contact us online, by email or phone.

What are your business hours?2020-12-05T06:01:03+11:00

For Australia:

Monday through Thursday – 8:00 a.m. to 8:00 p.m.
Friday – 8:00 a.m. to 6:00 p.m.
Saturday and Sunday – Closed

 

For New Zealand:

Monday through Thursday – 9:00 a.m. to 8:00 p.m.
Friday – 9:00 a.m. to 6:00 p.m.
Saturday and Sunday – Closed

How can I pay?2021-01-14T03:31:16+11:00

We offer three convenient options for payment: online, phone and mail.

For Australia:

Phone – Call 1 800 457 675 to make a payment or to discuss alternative payment options. Payments can be made over the phone through our automated system 24/7, or you can speak with an agent during normal business hours.

Online – Please visit our online portal for estate accounts, which gives you access 24/7 to account information and payment options.  Visit Estate-Serve℠. This secure management tool allows you to manage an estate at your convenience. Please use the reference number and PIN provided on our letters.

Direct deposit into our Westpac bank account including the reference number: BSB 033-161; Account 231 716

Mail Make a cheque payable to Phillips & Cohen Associates and send to Level 5, 1 Southbank Boulevard, Southbank Vic 3006. Please include the reference number on the back of the cheque. For certain accounts, additional instructions apply so please see our letter for details.

 

For New Zealand:

Phone – Call 0800 004 338 make a payment or to discuss alternative payment options. Payments can be made over the phone through our automated system 24/7, or you can speak with an agent during normal business hours.

Online – Please visit our online portal for estate accounts, which gives you access 24/7 to account information and payment information.  Visit Estate-Serve℠. This secure management tool allows you to manage an estate at your convenience. Please use the reference number and PIN provided on our letters.

Direct deposit into our Westpac bank account including the reference number:  BSB: 031-707; Account # 0103331-001

Mail –Make a cheque payable to Phillips & Cohen Associates and send to PO Box 13145 Christchurch 8141. Please include the reference number on the back of the cheque. For certain accounts, additional instructions apply so please see our letter for details.

How can I provide feedback or file a complaint about your service?2020-12-05T06:06:25+11:00

We are committed to providing a positive consumer experience through professional and honest communication with every consumer interaction. If we have exceeded your expectations or if you have concerns with our service, please contact us.

How can I get support if I’m struggling with the loss of a loved one?2021-01-14T03:32:07+11:00

Continued Path  is an online survivor support resource provided by Phillips & Cohen Associates for those dealing with a loss of a loved one or a friend.

Phillips & Cohen Associates partners with  Griefline, Australia’s only dedicated grief helpline. You can call them at 1 300 845 745 or go to http://griefline.org.au.

Organisations such as The Samaritans  offer guidance and support for New Zealand.

Can you define the most common estate terms?2020-12-05T06:08:51+11:00

Common estate terms that you’ll need to know include estate, probate, Executor and Administrator.

An estate is all the property and belongings owned at the time of passing. Not all of a decedent’s assets become part of his or her estate.  Certain assets pass outside the estate, while other assets become part of the estate and are used to pay certain expenses and outstanding obligations.

Probate is the legal process of gathering a decedent’s assets, paying estate obligations, and distributing the remaining assets. The determination of whether probate is required depends on the nature of the decedent’s assets and applicable state laws.

An Executor is the person named in the decedent’s will to carry out the provisions of that will, and whose responsibilities include managing and distributing the estate.

An Administrator is the party appointed by the court to manage the estate if there isn’t a will or an executor named in the will.

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