How escalation works
You control when and how your trusted people are contacted.
When escalation happens
Escalation only begins after a check-in is not confirmed and your chosen escalation buffer passes. All timing is measured from your scheduled check-in time.
Your check-in is not confirmed
You do not confirm within the Response Window (8 hours from your scheduled check-in time)
Your chosen escalation buffer passes
The 8, 16, 24, or 48 hours you have selected, measured from your scheduled check-in time. Note: If you choose 8 hours, Delegates may be contacted at the same time as your first reminder.
Example: If your check-in is due at 09:00 and you set escalation to start after 24 hours, Delegates may be contacted from 09:00 the next day if you have not confirmed.
Two-phase escalation timing
Phase 1 (Pre-escalation): Reminders are anchored to the missed Check-in at 8-hour intervals within the chosen buffer.
Phase 2 (Post-escalation): Communications switch to a daily cycle anchored to the Account Holder's original scheduled time.
Escalation modes
You can choose how your Delegates are contacted:
Staged
We contact your first chosen Delegate when escalation triggers. If the check-in is still unresolved, we contact the rest 24 hours later.
The 24 hours is counted from when the first Delegate is contacted.
All at once
We contact all accepted Delegates together when escalation triggers.
Best for: situations where you want multiple people aware simultaneously
Escalation is enabled while your plan is active. You choose when it starts (8, 16, 24, or 48 hours from your scheduled check-in time) and how Delegates are contacted. Delegates who were contacted may receive follow-up updates indicating whether action is still needed.
What Delegates can do
When contacted, Delegates can:
- See that a check-in was not confirmed and when it was due
- Confirm they have made contact with you and all is well
- Request a Care Pause for 15 or 30 days if there is a valid reason
- Escalate further if they cannot reach you
- Receive follow-up updates indicating whether action is still needed
Privacy note: Delegates never see your messages, attachments, or personal account details, regardless of escalation status.
Starting a Status Check
Delegates can also start a Status Check at any time from their dashboard, even without a missed check-in. This is a neutral flow with three options:
Request a Check-in
Sends an informal check to you without notifying other Delegates. If you do not respond within 72 hours, it auto-escalates to Branch B.
Raise a Concern with other Delegates
Notifies all Delegates so they can respond. Requires step-up authentication (email OTP). Does not require identity verification.
Report a Passing
Begins the formal verification process. Requires step-up authentication, identity verification (Persona), and a death certificate upload within 30 days. The certificate can be uploaded by a Delegate, or by a solicitor or notary Special Delegate enabled by the Account Holder.
Key points to remember
- Escalation only happens if a check-in is not confirmed
- You control the timing and the mode
- You can check in at any point to stop the escalation
- Successful check-ins never trigger escalation
- Delegates can start a Status Check at any time
- Contacted Delegates may receive follow-up updates when action is no longer needed
- Want fewer check-ins? Change your frequency in Settings
Continue learning
Explore related guides to understand the full picture.