Your Questions Answered

Your local Funeral Director will be able to answer any questions you have at any time, or don’t hesitate to call us, we’re here to help and support. However we’ve also put together some answers to the questions we’re most frequently asked below to help you.

What happens after I take out my plan?

Our Team will send you a Documents Folder containing:

– A covering letter.

– Two copies of your Plan Summary with details of your Plan.

– Important information on next steps.

– Further information for clients with Burial Plans.

– A Funeral Requests Form (if you have purchased a Set Funeral Plan).

- If you are paying by Direct Debit over 6-12 months or by low cost monthly instalments over 2-25 years, the covering letter will confirm the set period you are paying over, the amount of the payment and the date of your first Direct Debit payment. If you are paying by Fixed Monthly Payments, the covering letter will confirm the amount of your Fixed Monthly Payment and the date that the first payment will be made.

 

 

How is my money invested and what protection do I have?

Plans paid for by a single payment or monthly Direct Debit or low cost monthly instalments.

In accordance with the relevant law, all of your funeral plan monies will be invested in individual whole of life insurance policies managed by a reputable financial institution authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. By way of additional protection, your money (and the benefit of your respective policy) is held by an independent trustee on trust for when it is needed, subject to the terms and conditions. The funds are released to The Co-op Funeralcare when your funeral has been provided or in certain other limited circumstances in accordance with the terms and conditions applying from time to time to your Pre-paid Funeral Plan.

Plans paid for by Fixed Monthly Payments

If you are paying by Fixed Monthly Payments, the money is invested in a Whole of Life policy with AXA Wealth Ltd.

The Funeral Planning Authority

The Funeral Planning Authority (FPA) also have arrangements for resolving disputes between customers and FPA registered providers. You can call the FPA on 0845 601 9619 or visit www.funeralplanningauthority.com for more information.

 

 

What if I want to cancel my Plan?

If you change your mind and want to cancel within 30 days of purchasing your Plan, you will be entitled to a full refund of all payments made with no Cancellation Charge to pay, regardless of how you have paid for the Plan. If you wish to cancel after 30 days and you have paid for your Plan in full or are paying by Direct Debit over 6-12 months or by low cost monthly instalments over 2-25 years, you will receive a refund of all monies paid, less a Cancellation Charge. The Terms and Conditions give details of the current Cancellation Charges.

Further information on your right to cancel and how to exercise your right to cancel are set out in the Terms and Conditions of your Plan. If you wish to cancel after 30 days, and you are paying for your Plan by Fixed Monthly Payments, your Plan has no cash value and you will not receive a refund of any payments made. A Cancellation Charge does not apply in this case.

What if I change my mind and want to amend my Plan?

If you choose a Tailor-made Plan you can amend or add to your Plan at any time, by contacting your local Co-op Funeralcare Funeral Home. There is no administration charge for making amendments. If you add any services to your Plan, these will need to be paid for in full at the time of making the amendments.

A Set Plan cannot be amended or added to. However, if you have a Set Funeral Plan you can choose to upgrade your Set Plan to one which provides additional services (e.g. upgrade from a Bronze Plan to a Silver Plan). If you would like to make any other changes to the content of your Set Plan, you will have to cancel your original Plan and purchase a Tailor-made Plan.

What happens if I die abroad?

Our Plans are for funerals in mainland Great Britain and Northern Ireland. If you were to die abroad, then your Co-op Funeralcare Funeral Director can assist with arranging repatriation (which you may be insured for). We can’t include this service in any of our Plans due to its uncertain nature, so it will need to be paid for at the time. Once repatriated to Great Britain or Northern Ireland, your Plan can then be used to arrange the funeral as normal.

What happens if I stop paying for my Plan?

If you are paying by Direct Debit over 6-12 months or by low cost monthly instalments over 2-25 years, and you miss a payment, we will give you 30 days of grace in which to make the payment and keep your Plan in place.

If the overdue payment is not received within 30 days, we will cancel the Plan and return the money you have paid us, less the Cancellation Charge. (For details see the Terms and Conditions). If you are paying by Fixed Monthly Payments, and you miss a payment, we will give you 30 days of grace in which to make the payment and keep your Plan in place. If the overdue payment is not received within 30 days, your Plan will be cancelled and you will not get any money back.

What happens if I die before I have finished paying for my Plan?

If you are paying by Direct Debit over 6-12 months or by low cost monthly instalments over 2-25 years, and the Plan Holder dies before the Plan has been paid for in full, the person arranging the funeral can either:

Pay any amount still owed as a single payment. This must be paid before the funeral can be arranged,

or

Cancel your Plan by writing to us. If this happens, a refund of all payments will be made to the Plan Purchaser or to the Plan Holder’s estate as appropriate, less a Cancellation Charge. (See the Terms and Conditions). If you are paying by Fixed Monthly Payments and you die within two years of taking out the Plan, then we can’t honour the Plan. An amount equal to 120% of the payments made will be paid to your estate. If your death is beyond the first two years, you are entitled to the full Plan Benefits.

Will there be anything else to pay for at the time of the funeral?

All Funeral Plans are fully guaranteed and there will be nothing more to pay for the services included in your Plan.

*A Set Plan for Burial does not include the grave purchase.

What personal touches can be arranged by my family at the time of the funeral?

The person arranging the funeral may wish to include further services such as flowers, additional limousines, newspaper notices, or burial or scattering of ashes which are not included in your Plan. The Funeral Director will help to arrange these services and they will need to be paid for in full at the time of the funeral by the person who arranges them.

How can I include my personal requests in my Funeral Plan?

A Tailor-made Plan, available only from one of our Co-op Funeralcare Funeral Homes, is specially designed to allow detailed Funeral Plan Arrangement Requests such as where you would like the funeral service to take place or a unique type of coffin or casket from our range. With a Set Funeral Plan you can use our Funeral Requests service form to record your personal requests.

How will the person arranging my funeral know what to do when the time comes?

When you take out a Plan with us, you receive a Documents Folder which has a Plan Summary for you to give to the person who is most likely to arrange your funeral e.g. a loved one. The folder contains useful information explaining exactly what to do with the documents in it as well as what the person arranging your funeral will need to do when the time comes.

Can I purchase a Plan for a headstone?

Yes, you can take out a Tailor-made Memorial Masonry Plan. This Plan is specifically designed to allow you to arrange and pay for both new headstones and additional inscriptions in advance. The Tailor-made Memorial Masonry Plan has the added benefit that it can also be arranged as a Joint Plan, allowing the headstone to be provided on the first death. Full details of occasional charges are in the Terms and Conditions

Can I take a Plan out for somebody else?

Yes, all of our Plans and payment options allow you to buy a Plan for someone else. If you do this, as the Plan Purchaser you will receive all of the correspondence about the Plan and you will have all of the rights to the Plan and be responsible for paying for it.

Do I need a medical to buy a Co-op Funeral Plan?

No, there are no medical questions and there is no medical required when applying for any of our Funeral Plans, whether or not you have any existing medical conditions.

Are there any age restrictions on purchasing a Funeral Plan?

Our Plans are available to anyone over the age of 18. The only exception is if you choose a Set Plan and pay by Fixed Monthly Payments you need to be between 50 and 80 years old when the Plan is taken out. If you choose instalments over 2-25 years, you need to be aged 80 years or under at the end of the payment term.

Which services will be covered by my Funeral Plan?

All Co-op Funeralcare Plans are fully guaranteed, which means that all of the services included in our Plans are covered and there will be no more to pay for them, no matter how much prices rise.

If you choose a Tailor-made Plan, the Funeral Director will help you to choose the services that you want the Plan to cover and will record the details and prices of these services for you on the Application Form.

I would like to buy one Plan for the funeral of either myself or my partner. Can I do this?

Yes, if you take out one of our Plans, you can choose to make this a Joint Plan. Two Plan Holders are named on the Application Form, and the Plan can be used for the funeral of either of the Plan Holders.