As you know, United Church Funds recently launched a new client portal, Innovue, featuring enhanced security and greater account functionalities. While we are confident that the new portal will ultimately make for a greatly improved client experience, we are also aware that some of you have experienced frustrating delays in retrieving account statements or are having difficulty navigating the new system, as well as delayed responses to your questions from our Client Services team.
For that, we sincerely apologize. As your trusted partner, we are committed to ensuring that you always receive first-rate service in a timely manner. And during the migration from our old account system to Innovue – which started on Dec. 1, several weeks before the Christmas and New Year’s holidays (during which the office was closed for several days) – we failed in that commitment. We are truly sorry, and we want to let you know what we have done and are doing to ensure that we never fail you again.
We understand that some of you may still have questions about how to log on to and navigate the Innovue client portal. To that end, we have created multiple resources, including a video tutorial on using the portal, a step-by-step downloadable guide and a list of FAQ with corresponding answers. You can find all of those on our website here.
Delayed Statements and Income Distributions
We are aware that some of you experienced a delay in being able to access your account statements for November and/or December 2022, or in receiving your income distributions for the fourth quarter of 2022. These delays were due to an unforeseen error that occurred in migrating client information from the old portal to Innovue. We have identified the cause of the issue and are working around the clock to have all client statements available and all income distributions paid as soon as possible.
We are also doing everything possible to ensure that these delays do not happen again. Please note that even with a delayed account statement, clients can always view the value of an account as of a given date (e.g. 12/31/22). This is explained in the the video tutorial, beginning at around 2:23.
Once again, you have our sincerest apologies for any inconvenience or difficulty you have faced in the past several weeks, and we remain steadfast in our commitment to ensure we deliver first-rate service to all clients going forward. Should you have additional questions or concerns, please don’t hesitate to contact us at [email protected] or 877-806-4989.