Doubling Probate Recoveries: The Operational Shift Behind the Results

At a Glance

For years, a leading motor finance lender managed its deceased notification and follow up process internally. While their staff was highly empathetic and experienced, they lacked formal grief-support training, an estate deficiency process, and probate compliance.

Realizing the need for a more structured and supportive approach, the lender partnered with Phillips & Cohen to build a process that optimized internal operations and oversight, while serving customers and their families with compassion.

The operational shift delivered measurable results: probate recovery rates more than doubled, and the lender was able to reallocate 100% of their internal resources to other areas of the business—all without impacting customer satisfaction.

“We lacked the tools and training to properly support families during their difficult times. Working with Phillips & Cohen, we now have a structured, compassionate approach that’s better for us, our customers and their families.” ~Head of Risk Strategy