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1 Choice 50 Guidance Notes - Fixed monthly payment from start date until death or age 90 years Reference Helpful Guidance Page 2 About Choice 50 Contact details Page 3 Enquiries procedure Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Enquiries procedure contd Enquiry form Sample letter Agreement form Additional form Payment options Choice 50 vouchers Coffin/Caskets Upgrade easy reckoner, Promotional/Marketing materials Promotions/Marketing/Stationery Frequently asked questions Possible client questions Choice Office Tel: Page 1 29/04/2015

2 Choice50 Funeral Plan Guidance About Choice 50 Plan Fixed monthly payments that NEVER increase but the sum assured payout increases annually at a rate of 3.25% to help fight inflation FD fees set and guaranteed within the plan Contribution to disbursements within the plan Full cover for Funeral Director fees for the client after just 12 months and a contribution towards third party costs Choice 50 offers three types of funeral plans Immediate cover for accidental death refer to Terms and Conditions. Overpayment Rebate Benefit from Golden Leaves on any overpayment. Backed and partnered by Golden Leaves Ltd and underwritten by Sunlife Includes unique Funeral Partners benefits i.e. 10% discount on services provided by Funeral Partners at time of need, 100 voucher off the cost of a headstone or memorial purchased through us, 100 voucher off the cost of a will or legal services from our partner company Estate Planning Group. The Choice 50 Plan Types The Choice50 starts from just per month includes FD fees, Hearse direct to the crematorium (Same as Choice) The Choice50 Plus Plan starts from just per month includes FD fees, Hearse and one limousine for mourners (Same as Choice Plus) The Choice50 Plus Extra plan starts from just per month includes FD fees, hearse and one limousines for mourners as well as higher grade of coffin 250 allowance on upgrade refer to guidance on page 8 Each plan guarantees Professional Fees and a include contribution of 1,050 towards third party costs. All Fixed monthly premiums remain set for the life of the plan. Choice Office contact details Choice 50 - General enquiries & assistance Address: Choice Office, Wellswood House, 11 Babbacombe road, Torquay, Devon TQ1 3SB Tel: Lynne, Sam or Julie Mob: Lynne Parker info@choiceplan.co.uk Redemption queries Golden Leaves, Finance Dept tel: Golden Leaves Funeral Plans 16th Floor, No. 1 Croydon Addiscombe Road, Croydon CR0 0XT Page 2 29/04/2015

3 Enquiries Procedure 1. Record enquirer s details on an enquiry form whenever a request for a Choice 50 brochure/information is received whether enquiry is received via , branch visit, telephone etc. This will ensure all enquiries are followed up, with a call on an agreed date and time. Please note this is a compulsory procedure of the enquiry / advice / sales process. 2. When an enquiry is made, ensure that the client is informed that as a company, FPL offers two funeral plans, primarily based upon whether the individual wishes to make a single one-off payment i.e. Choice or whether they want to make regular small monthly payments for life i.e. Choice Ensure the client is fully aware of the following a) full payment of funeral plan i.e. Choice ensures immediate cover b) low monthly payment funeral plan i.e. Choice 50 offers cover after 6 months as long as regular payments are made. 4. If the client has questions at this stage, take time to discuss the options of each plan or if this is not convenient for the client offer to arrange a future time for a face to face meeting 5. Hand the client the relevant literature for their chosen plan and diarise a follow up call when a meeting or home visit can be arranged. 6. On completion of enquiry form Send copy of enquiry form to Choice Office using /scan/fax to Choice Office info@choiceplan.co.uk or fax File the enquiry form at branch 7. Each request for a brochure must include a branch comp slip or a branch business card and covering letter (sample attached) with the exception of a walk-in, please do NOT include an Application form unless specifically requested by the client as these are used at arrangement stage. 8. FA/FD to diarise and follow-up with enquirer one week from date of letter or walk in enquiry. This should be a courtesy telephone call to the named client only. Do not leave any voic messages, if necessary call back at a later time. Page 3 29/04/2015

4 Suggested format for call: If brochure posted out to client I am just calling to check you have received our Choice 50 brochure. If client collected brochure from branch I am just calling to ask if you have had an opportunity to look through the Choice 50 brochure yet? Is there anything we can help you with? Can I book an appointment for you to visit our office or would a home visit be more convenient for you? If you haven t had chance to read the Choice 50 information yet, can I call you back in a couple of days to give you more time to look through it? If it becomes obvious that the client does not wish to pursue the conversation, thank them politely for their time and apologise for any inconvenience. If the client wishes to proceed, set up a meeting if required and offer your assistance with paperwork etc. FA/FD to make notes of conversation, on the enquiry form from pad, include date and time of call and send outcome of contact to Choice Office. Page 4 29/04/2015

5 On completion please send copy to Choice office: or fax Page 5 29/04/2015

6 Sample letter: Customer name Customer address Date Dear Thank you for your enquiry; please find enclosed our brochure detailing our Choice50 pre-paid funeral plans. I will contact you in the next couple of weeks to see whether you have had an opportunity to look through the brochure and answer any questions you may have. In the meantime should you wish to discuss any aspect of the plan please telephone on the number below, or alternatively you may wish to call into the branch for an informal chat. Yours sincerely Name of Funeral Director/Arranger Title Branch name Page 6 29/04/2015

7 Agreement Form The Choice50 Agreement form is NOT produced in triplicate form, therefore it is important that on completion of the form that two copies are made and distributed as below: Original copy to Golden Leaves (using pre-printed Choice50 envelopes) 2 nd copy to Client 3 rd copy remains in branch Choice 50 - Additional form Please note: This form is only to be used to upgrade and/or add additional services or to record specific wishes. Although we offer a 10% discount on a coffin upgrade and any additional services provided directly by FPL no additional services can be paid for in advance and will only be calculated at the time of need. The Additional form is NOT produced in triplicate form, therefore it is important that on completion of the form that two copies are made and distributed as below: Original copy to Golden Leaves (using pre-printed Choice50 envelopes) 2 nd copy to Client 3 rd copy remains in branch Use for recording any particular wishes of the client. Payment options Please note: Payments can only be made by monthly Direct Debit. Choice50 is operated by Golden Leaves Ltd. Page 7 29/04/2015

8 Choice 50 Vouchers Vouchers are included in the welcome pack from Golden Leaves. 10% voucher can be used for discount on any additional services we provide ourselves or the cost of upgrading an element of the client s plan (See agreement form details for further information). NB: additional services can be recorded but only be paid for at the time of the funeral and not at the time of purchasing the Choice 50 plan. 100 voucher off the cost of a headstone or memorial (if purchased through us) is claimed simply by the client handing voucher into branch. When entering a memorial contract on FMS applicable at time of need there will be a product code on the financials page. NB: additional services can be recorded but only be paid for at the time of the funeral and not at the time of purchasing the Choice 50 plan. 100 voucher off the cost of a Will or legal services from our partner company Estate Planning Group. The Choice Office will log the client s details and if they have not opted out they will be contacted directly at a later date. All members of staff and their family can also take advantage of this offer. In the first instance please the Choice office providing: name, address, phone number and confirm their agreement to be contacted regarding a will or legal service. Please note: 10% discount vouchers are personal to the plan holder and lapse if the plan is cancelled; however the 100 off a headstone or 100 off a will remain valid even if the plan is cancelled. Samples of vouchers Page 8 29/04/2015

9 Coffin Reckoner for Choice Plans Heartwood Solid Coffins Standard price Choice Upgrade Price Westminster Surrey Selby Windsor Worcester Winchester York Heartwood English Caskets Buckingham 1,895 1, Canterbury 1,850 1, Heartwood European Coffins Royal 2,975 2, Equinox 2,250 1, Seneca 2,100 1, Imperial 1,450 1, Heartwood Requiem Religious Coffins Vatican 1,495 1, Turin Trinity 1,895 1, Reflections Personalised Picture Coffins Country Range - Alt Coffins & Caskets Somerset English Willow 1, Daisy Premium Woven Coffins Banana Leaf Water Hyacinth Premium Wicker Coffin Premium Bamboo Coffin Natural Legacy Woollen Coffins Swaledale Woollen Coffin Oasis Fair Trade Woven Coffins Natural Sea Grass Heartwood Woodland Coffins Brighton Woodland Coffin Whitby Woodland Coffin Cardboard Coffin Please note: Although we offer a 10% discount on a coffin upgrade and any additional services provided directly by FPL no additional services can be paid for in advance on a Choice 50 plan but can be calculated at the time of need. Page 9 29/04/2015

10 Promotional/Marketing/Stationery Requests Brochures, agreement forms, etc. are available from the Choice Office and your local Hub Branch. Please contact the Choice Office regarding posters, flyers, pop-up banners and promotional items. Ensure branch stock levels are topped up as re-ordering from the suppliers is expected to take up to three weeks before dispatch. Please inform the Choice Office of any planned promotional activity i.e. exhibitions, fetes, window displays as this will assist with the monitoring of such events and the information collated and shared to help other branches with any promotions. Choice 50 - Frequently Asked Questions Can the client pay a lump sum? No, payment is only available by monthly Direct Debit When does the staff commission get paid? Commissions are calculated by allowing the 30-day cancellation period to lapse, the relevant commission payments are requested via HR Dept. by the Choice Office approximately the 3rd of each month. Please note there may be a slight delay in payment of commissions if the commission time period is after the 3rd of the month. Please ensure the Agreement Form clearly states the full name of the employee completing the plan How do I apply 10% discount? Additional services provided by us i.e. coffins, limousines, scatter tubes, caskets. The 10% discount does not apply to obituary notices, order of service sheets, ceremonial vehicles other than limousines. These additional services can be noted but can only be paid for at the time of the funeral. How do I find out the redemption value of the plan? Contact Golden Leaves, Finance Dept tel: How long does it take for a Choice funeral plan to be processed? Golden Leaves aim to process Choice50 funeral plans within three days Who do I contact to obtain new supplies of marketing materials, i.e. posters, flyers and promotional items? Contact the Choice Office on Page 10 29/04/2015

11 What is the Cooling off period? If the client changes their mind and decides they do not want a Choice50 funeral plan within 30 days we will refund the money they have paid in full. If they cancel their plan after this 30-day period has expired they will not be refunded the premium they have paid but there will be no obligation to make any further payment. Possible client questions I ve signed the Application form, what happens next? The Golden Leaves Administration Dept. will send you two printed copies of the Information Bureau, the Certificate of membership, an invoice outlining the services requested, a receipt (where applicable), vouchers for the additional services included in your plan and a referral list with a pre-paid envelope if you would like to recommend friends to our services. What should my family do at the time of death? Your family should make contact with us and we will contact Golden Leaves on your behalf. Funeral arrangements will then be carried out as per an at need funeral request. Would it be better if I put my money in a Building Society? That would only produce a sum of money which may, or may not, be sufficient to pay for a funeral at the time of need. With a Pre Paid funeral plan the funeral will be carried to your wishes and all the cost of the Funeral Director s services chosen are guaranteed, even if prices rise in the future. Your money is safe. Should I take out a plan now or leave it a few years? Of course the choice is yours, but funeral costs rise continually. Once you have purchased a plan the funeral director s price is fixed, so there is no time like the present. I do have a health problem. Is that likely to prevent me taking out a Pre Paid Plan? Will it cost me extra? The answer is no to both questions. Whatever your age or state of health you may take out a Pre Paid funeral plan. Choice50, Choice50 Plus and Choice50 Plus Extra are only available to those aged I have power of attorney for an elderly relative; can I take out a plan on her behalf? Yes. Page 11 29/04/2015