How we work: a clear process from start to finish
The principles behind the way we work, and what they mean for you.
Every household we look after goes through the same clear process, whether it's retirement planning, aged care or a village. It's how we keep track of a lot of detail for you, so you don't have to, and it means you know what comes next.
You know the cost before we start
We're independent, and we take no commissions. Once we know what you need, we tell you the service and the cost, start to finish, in writing, before anything is agreed.
Every step has a "done when"
Each step has one clear finish line, and we record the date it's reached. A step is either done or it isn't, and we can tell you which. The steps sit inside the three parts of your year: see Your year with us: Set Up, Run It and Wrap Up.
We collect once, then you sign
Everything we need is gathered in onboarding. After that, the forms come to you already filled in from what you've told us, so you aren't asked for the same thing twice.
Send us anything
A letter you're not sure about, a statement, a form that's turned up: scan it or take a photo on your phone, and send it to us. You don't need to work out what it means first. That's our job.
Meetings are for talking
Most meetings are by Zoom. It's easiest for everyone, and family can join from wherever they are. Nobody signs anything in a meeting. After your advice presentation meeting, everything to sign comes in one DocuSign envelope, to read at your own pace.
Payment starts your engagement
Your engagement starts on the day we receive your payment, not the day you sign. Set Up, and for the Concierge your 12 months, run from that day.
One record, one team
Everything about your household is kept in one record, and our team works to written steps. Whoever picks up your message can see where things are up to, and nothing depends on someone remembering.
No surprises on timing
Some steps depend on others, such as a fund processing a form. If a step is going to take longer, we tell you before it does, not after.
Questions? Text us on 0489 274 766 or email admin@primeyears.com.au.