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Heartland’s new eSign portal

28 June 2021

As Australia’s leading reverse mortgage provider, Heartland is committed to continuing to improve our processes to meet the needs of our customers.

As part of our innovation commitment, we are excited to announce a new eSigning portal is now launching for our customers, and their solicitors, to electronically sign their loan documents.

Introducing eSigning means that there will be lower postage delays, quicker access to view and sign loan documents, and faster processing times. This will provide for a more efficient, speedy fulfillment process and settlement, which ensures best consumer outcomes.

How does signing electronically work?

Once your loan has been approved by Heartland, each party to the loan, including your nominated solicitor and any relevant signatory if the loan is being signed under Power of Attorney, will receive via email a direct, personalised link and login to the eSign Portal.

When the link is opened, you will be prompted to request an SMS authentication code. Once you have made this request, an authentication code will be sent to your mobile.

This code can then be used to log into the eSign portal and securely view, download, and electronically sign (eSign) your documents. There is also availability to upload any supporting documents required to complete settlement. You can log out at any time and your progress will be saved for when you return until the submit button is selected.

Once the documents have been submitted by all the required parties, the verification and processing of your loan documents will take place.

After all parties have completed signing the documents, an electronic copies of these will be provided to you for your records and for safekeeping.

What are the requirements for eSigning?

The security of e-signing and your private information is our priority. Heartland will require a mobile phone number and email address for each party signing the loan, including solicitors and powers of attorney. If you do not have these details up front you can provide them at any time prior to settlement, and they must be unique for each individual. The signatories cannot share contact details (email/mobile).

For those that are unable to use eSign, or if you prefer to sign your documents using paper, we will still have our paper signing option available to all customers. We will also be able to email your documents, for your solicitor to print, for your signature and return, on request.

However, please note that using a method other then esigning could cause delays in accessing your funds due to postage times (sending to you and return to Heartland).

Are my loan documents secure online?

Yes, the eSign portal uses the Nuvola Group Digital Acceptance platform. The Nuvola platform is used in several top tier Australian banks and financial service providers and is compliant with Australian, New Zealand and relevant International Electronic Transaction Legislation (ensuring that the e-signature contracts provide the highest levels of legal admissibility, security, and compliance).

The portal has a two-factor authentication, with one time passcode used, to establish the identity of each user prior to accessing the portal.

All transactions result in a digitally signed PDF document using an Adobe Approved Trust List (AATL) PDF signing Certificate to provide a tamper resistant artefact (encrypted digitally signed document) which ensures content cannot be altered after signing.

How do I ensure that my documents are sent via eSigning?

All loan documents will be sent electronically via the eSign portal unless you have requested paper or documents from our team, which we will confirm during our conversations with you.

Please make sure you have advised your nominated solicitor that they will be receiving the documents electronically via the portal.

If you have any questions please get in touch. We are here to help you.


Information provided is accurate as of 28 June 2021 and may change from time to time.