Your Questions, Answered
What are demands and needs?
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Demands and needs is a legal term that refers to what a customer needs from a product or service to meet their expectations. We are committed to giving you the right product for your demands and needs and will confirm it is right for you before you choose it.
What happens if I move?
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We will place your plan with a new funeral director if you move home.
Can I personalise my plan?
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You can personalise an attended funeral with readings, songs, hymns, flowers, donations to charity and more.
How can I pay for my funeral plan?
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You can pay for your funeral plan by credit or debit card, or if you are paying monthly, you can also pay by direct debit or standing order.
What happens if I die on holiday or away from home?
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If you die abroad, your family may be charged repatriation costs. Please check if your travel insurance policy covers repatriation as funeral plans do not. If you die on holiday on the mainland UK, your funeral plan will cover collection. However, there may be additional costs incurred in the Highlands and Islands.
What if I want a burial?
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You can choose a burial funeral plan using our 'Build Your Own Plan' service. Please note the price of burials varies from location to location and these costs aren't included in our plan.
What if I would prefer the cremated remains of my loved one sent back to me instead of collecting them?
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Cremated remains can be returned to you or someone else. Our direct cremation plans already include these costs, but for attended funerals, you can collect remains at the crematorium. There will be a charge for cremated remains to be returned.
Can I request a local funeral director?
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Yes, but we can't guarantee your director will agree to oversee your funeral. In this case, our network of local funeral directors can provide a local service close to where you live.
Am I guaranteed to be accepted?
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There are no medical exclusions, health checks or questions. If you choose to pay for your plan monthly, the maximum term is five years and payments must be completed before your 80th birthday.
How is my money kept safe?
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We use a Trust to protect your money. This Trust is overseen by Trustees and managed by experienced professionals who make sure your funds are only used to pay for your plan. We are also regulated by the Financial Conduct Authority and your money is protected by the Financial Services Compensation Scheme. Find out more about how your money is protected here.
What if my family want to change my plan?
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Your family can upgrade your plan at any time. Your family will need to pay any difference in the price of the funeral they upgrade to and the price paid for the funeral plan.
Can I buy a funeral plan for my partner or parent?
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You can buy a funeral plan for anyone.
Will my family have to pay more?
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With a pre-paid funeral plan, you fix the cost of the funeral so your family won't need to pay a penny more. Anything not included in your plan, like catering and flowers, will need to be paid for separately.