In recent years there has been a consumer expectation that legal services are completed efficiently and conveniently accessible for the service user. Whilst the use of technology is increasingly being utilised to ensure these consumer expectations are met, a huge amount of people still prefer human interaction and decision making.
According to a recent survey by law firm VWV, 70% of respondents would not be able to trust a Will that is completed using robots and legal tech.
Additionally, 90% would be extremely uncomfortable with the thought that their Will or a loved ones’ Will is completed using only AI, despite the level of self learning and sophistication of the technology.
Whilst the majority of respondents were clear that they still value human involvement and interaction with their Wills and Estate Planning issues, consumers still expect technology to be used to create a better service for them.
52% believe that amendments to the current system are needed to allow online Wills to become legal. Although some viewed new methods of document production and storage as unsafe, the majority were in agreement that current law of only using paper Wills poses similar problems; in particular the loss or unknown location of older, legitimate Wills.
48% thought that email Wills should hold legal validity, with only 5% in agreement with a recent Australian case that an unsent text message was considered the legally binding Will.
Many viewed technology as a crucial element in creating a more inclusive and efficient process for the consumer. However, as cyber fraud becomes more sophisticated and prevalent, 60% feared that their Wills could become susceptible to fraud.
Whilst the recent changes to probate fees have been met with overwhelming contention and resistance, 95% of respondents were clear that personal representatives and executors would appreciate the updated changes whereby they are no longer expected to take an official oath and are now able to complete probate applications online.
As the law continues to embrace modernity and adjusts to the complexity of modern living, the majority were also in agreement that serious overhauls were needed to the current Victorian laws that do not cater to the modern ways of living.
As the Law Commission completes their proposals to amendments to the 1837 Wills Act, it is clear that a balance between using technology and maintaining a human presence is needed.
How do you think technology should be used in Wills and Estate Planning? What should the Law Commission consider in their proposed amendments to the current law on Wills?
