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Frequently Asked Questions

To help provide you with the information you need quickly, here you’ll find answers to some of the questions we’re often asked. Of course, if you’d like to speak to us, we’re always happy to help.

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Who will be providing my funeral?

Your funeral will be carried out by The Co-operative Funeralcare, the UK’s leading Funeral Directors. All of our Plans allow you to record which of our funeral homes you would like to entrust with your funeral arrangements, if you have a preference. If you move house later, it’s easy to change this information.

Which services will be covered by my Pre-paid Funeral Plan?

All The Co-operative 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.

• If you choose one of the Set Funeral Plans, the services covered by each Plan are detailed in this brochure.

Are there any age restrictions on purchasing a Pre-paid Funeral Plan?

Our Plans are available to anyone over the age of 18.

Do I need a medical to buy a Co-operative Funeralcare Pre-paid 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.

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.

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 Tailor-made 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. The only stipulation is that the Plan Purchaser (the person who is paying for the Plan) has to be one of the two Plan Holders.

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 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.

You don’t need to hold a Funeral Plan with us to purchase a Memorial Masonry Plan, but you may benefit from purchasing a grave in advance as the type of headstone you will be allowed will depend upon the regulations operated by the cemetery you have chosen. Your local Co-operative Funeralcare Funeral Director will give you all the help and advice you need to arrange your Memorial Masonry Plan.

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

Once your application has been processed, we will send you a Funeral Plan Documents Folder which includes two copies of your Funeral Plan. Your local Co-operative Funeralcare Director will give them all the help and support they need and can be contacted at any time if you or the person who will be arranging your funeral has any questions.

How can I include my personal requests in my Pre-paid Funeral Plan?

A Tailor-made Plan, available only from one of our Co-operative 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 what you would like to happen to jewellery or other personal items.The Funeral Director will discuss and record all of your requests for you and any costs will be included in the Plan price. You can also add to or amend your Funeral Plan Arrangement Requests at any time and as often as you like by contacting your local Co-operative Funeralcare funeral home. If you choose a Set Funeral Plan, you also have the opportunity to record Funeral Requests. We provide a form for you to complete and you can do this either when you arrange your Plan or at any time in the future. On this form, you can record:

• Requests to personalise the services already included in your Set Funeral Plan such as choices of hymns, music and readings.

• Requests for services which are not included in your Set Funeral Plan, such as additional limousines, a newspaper notice, or a memorial. These services will need to be paid for by the person arranging your funeral at the time.

Any extras can be added and paid for at the time of changing/updating your plan.

At the time of the funeral, the Funeral Director and the person arranging the funeral will be provided with details of all of your requests. We can’t guarantee your Funeral Requests but we will work closely with the person arranging the funeral to make sure it is exactly as you would have wanted.

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.

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

All Co-operative Funeralcare Funeral Plans are fully guaranteed and there will be nothing more to pay for the services included in your Plan. Sometimes we will be charged for third party services at the time of the funeral which will need to be paid for. Such as if the person arranging the funeral wants it to take place during a weekend or on a Bank Holiday, and as such these costs are not included within the prices unless specified. If you have a Set Funeral Plan and we need to transport the deceased further than the 30-mile radius allowed for in the Plan or by a route which involves a ferry crossing or tolls, then these costs will need to be paid for by the person arranging the funeral.

For all Plans, any additional services ordered by the person arranging the funeral which are not covered by the Plan will need to be paid for in full at the time of the funeral. If you have a Set Funeral Plan, and the person arranging the funeral includes additional services which you have asked for in your Funeral Requests, these will also need to be paid for in full at the time of the funeral.

How can I pay for my Pre-paid Funeral Plan?

We offer a choice of payment options available according to the type of Funeral Plan you arrange.

These plans can either be paid for in full with a single payment, or by Direct Debit over a set period of 12, 24, 36, 48 or 60 months. You can call our funeral planning team on 01543 887 631 to discuss other payment options or download our
brochure and application form here

.

How can I purchase a Pre-paid Funeral Plan?

Download the Pre-paid brochure here, fill in the application form and post it back to:- Funeral Planning, Central House, Hermes Road, Staffordshire, WS13 6RH.

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

If you are paying by Direct Debit over 12, 24, 36, 48 or 60 months,and the Plan Holder dies before the Plan has been paid for in full, the person arranging the funeral will be required to pay any amount still owed as a single payment. This must be paid before the funeral can be arranged.

What if I arrange a Funeral Plan for burial but don’t already own a grave?

If you choose a Burial Plan and you don’t already own a grave, we would recommend that, where possible*, you purchase a grave in advance. This allows you to choose a particular grave and ensures that you will be buried in the cemetery you choose. It is important to consider the benefits of purchasing a grave in advance where possible, as otherwise the person arranging your funeral will need to purchase one at the time of the funeral.

Your local Co-operative Funeralcare Funeral Director will be able to give you any information you require on the cost and availability of graves in your local area to help you with this decision. (*Not all Local Authorities allow graves to be purchased in advance.)

How do I arrange my personalised design for my Colourful Coffin?

Colourful Coffins​ Pre-Design service offers you one to one support to choose your design, this can be from the current brochure range or personalised to you. Once you have received your Funeral Plan documents, contact Colourful Coffins

on 01865 779172 quoting your Funeral Plan number. Your design can also be amended in the future by contacting Colourful Coffins.

What happens if I passed away abroad?

Our Plans are suitable for funerals in mainland Great Britain and Northern Ireland. If you were to die abroad, then your Co-operative Funeralcare Funeral Specialist could 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 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-operative 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 Stanford or Malvern Set Plan you can choose to upgrade your Set Plan to one which provides additional services (e.g. upgrade from a Stanford Plan to a Malvern 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 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 over 12, 24, 36, 48 or 60 months by Direct Debit, you will receive a refund of all monies paid, less a Cancellation Charge of £100 and the admin fee which was paid at the point of purchase will be retained.

Prices quoted include a non-refundable one-off administration fee which covers Plan set-up and administration of the Plan and its funds. The balance is invested in a whole-of-life policy authorised by The Financial Conduct Authority (FPA.).

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

The Co-operative Funeralcare Plans are invested in a whole-of-life insurance policy, authorised by the Financial Conduct Authority (FCA) and complying with the Rules & Code of Practice of the Funeral Planning Authority on safeguards for such investments. These rules and guidelines around investments offer clients the protection that their money is invested in line with these guidelines and ensures:

That funds are applied towards a contract of whole life insurance on the life of the customer. 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 http://www.funeralplanningauthority.com for more information.

What about The Co-operative Membership Share of the Profits?

The Plan Purchaser is entitled to Membership points on the purchase of a Funeral Plan, as long as a valid Membership number is recorded on the application form at the time of taking out the Plan. To find out more about the benefits of Membership and to become a member call 0810 050 1601 or 01543 201494, alternatively visit www.members.coop.