Your guide to our four Prepaid Funeral Plans

Transcription

1 Your guide to our four Prepaid Fueral Plas I am ow i the happy positio of ot havig to worry, or ideed thik about, my fueral at all. I feel quite secure that my wishes will be followed while still leavig my childre with the freedom to fie tue the service as they wish with o fiacial worries. R Steele, Digity Plaholder

2 Welcome Our customers are costatly tellig us that it is importat to them to maitai cotrol over their affairs, keep their idepedece ad protect those aroud them from worry ad axiety. The Prepaid Fueral Pla from Digity helps to do this by relievig the ucertaity of who will take care of fueral arragemets ad pay the associated costs, givig real peace of mid. Takig out a pla is a simple ad straightforward way to esure the costs of a fueral are paid for as well as takig care of fueral arragemets i advace. Ad i today s ucertai ecoomic climate, as log as the pla has bee paid for, you ca rest assured that you will ot be leavig loved oes with a uexpected bill to cover the services icluded i the pla. I hope this brochure will show how a little thought ow ca help you prepare for the future, so you really ca get o with livig for today. If you have ay questios we ca help you with, please call us o Thak you for your iterest i our pla. Michael McCollum Chief Executive Cotets Page 3 Who is Digity? Page 4 What is the Prepaid Fueral Pla from Digity? Page 5 Why you should cosider a Prepaid Fueral Pla from Digity Page 6 Why a Prepaid Fueral Pla from Digity makes sese Page 7 What do the Prepaid Fueral Plas iclude? Page 8 What will Digity do with your moey? Page 9 Frequetly Asked Questios Page 10 Takig out a Prepaid Fueral Pla from Digity is easy 2

3 Who is Digity? Digity is a British ru compay that provides fueral services to families across the UK. We re oe of the UK s leadig provider of fueral related services, ad because we offer a flexible approach that ca accommodate idividual requiremets, we ca esure that your wishes ad those of your loved oes are met. We aim to give the very highest level of persoal care ad attetio to every family we serve. The UK s leadig fueral pla provider I 1985 we lauched the first fueral pla to be offered i the UK, ad we have bee the market leader ever sice. More tha 740,000 people have made provisios for fueral costs i advace with Digity. I 2016, we coducted over 70,000 fuerals*, with every service beig idividually arraged ad uique to the families cocered. This experiece really has give us a special uderstadig of our customers eeds ad has allowed us to create oe of the most fiacially secure fueral plas available i Britai today. Our plas guaratee to cover the cost of the services outlied o page 7, o matter how much costs rise i the future. Digity has more tha 3,000 dedicated employees workig to serve customers from our local offices i tows ad cities across the coutry. Our fueral directors have helped ad supported families for geeratios. It s *Digity Plc Aual Report & Accouts 2016 reassurig to kow that Digity Fueral Directors ca be relied o to give a carig, compassioate ad professioal service to all the families we serve. I fact, i our customer survey, early 99%* of our customers families said that we had met or exceeded their expectatios i terms of the quality of service that we had provided, ad early 98%* would recommed us to frieds ad relatives. We are a member of the Fueral Plaig Authority, the professioal body that oversees the operatio of registered providers offerig fueral plas. What s more, Digity s Cliet Service Cetre is regarded as oe of the best i the UK, ad has recetly bee awarded the BSI Kitemark for Customer Service ad Complait Maagemet the first compay i the UK to gai this. Our UK-based Customer Service Cetre is available 24 hours a day, 365 days a year. It is staffed by our friedly Customer Service Advisors who are o had to aswer ay questios you may have. Our people support hudreds of local commuity iitiatives ad charitable evets each year. I 2015 we raised 59,000 for our corporate charity, Marie Curie Cacer Care, ad sice Jauary 2012 we ve raised 274,000. Fudraisig iitiatives icluded charity car washes ad takig part i sposored walks, sky dives ad fu rus. I would strogly recommed the Digity Fueral Pla. Oce you have made the first call ad thaks to all kid ad uderstadig staff it was a very easy process, kowig you ca add requests at ay time is very reassurig. I am delighted with the service I received. M Rogers, Digity Plaholder If you have ay further questios or to take out a pla please call us o

4 What is the Prepaid Fueral Pla from Digity? It s a way to give yourself welcome peace of mid about the future Just like makig a Will, a Prepaid Fueral Pla from Digity is a sesible ad practical way of plaig for the future. It is a simple way for you to take cotrol of your affairs, gai peace of mid ad help your family at a difficult time. Decidig which arragemets are right for you is easy. There are four idividual fueral plas, each desiged to meet differet eeds. All of Digity s Prepaid Fueral Plas guaratee that, whe the time comes, all of the crematio fueral services icluded i the Pla will be covered, regardless of how much fueral costs may rise i the future. They also all guaratee that for a burial, fueral director services are covered, ad a cotributio of 1,200 is made towards burial costs. With the Prepaid Fueral Pla from Digity you ca rest assured that the moey you pay for your pla is held i a secure idepedet Trust Fud, which will esure the fuds are there to pay the fueral director whe the time comes. You ca read more about how your moey is protected o page 8. Ca I persoalise my pla? We appreciate that people may wat to iclude special requests, such as a favourite hym, piece of music or readig, ad with a Prepaid Fueral Pla from Digity we ca record these special requests for you, so we ca advise your loved oes whe the time comes. Ay costs icurred from these requests may ot be covered by the pla ad will have to be paid for at the time of the fueral. For all plas but the Limited, you ca alteratively pay a cotributio up frot towards ay additioal requests, meaig your loved oes wo t have to cover the full cost whe the time comes. We also kow that you may wat to chage your mid, so you ca update your list of requests at ay time, with o admiistratio fee beig charged. The Prepaid Fueral Pla does what savigs ad isurace policies ca t it guaratees to cover fueral costs Fueral costs have rise cosistetly faster tha both iflatio ad the rates of iterest that most people ear o their savigs or ivestmets. With iterest rates curretly lower tha they have bee for years it is eve less likely that your savigs will keep pace with the risig cost of fuerals. By takig out a Prepaid Fueral Pla ow, you are coverig the services i the Pla at the same cost you would pay if the fueral were arraged today, helpig to save you ad your loved oes moey. Who ca take out a pla? If you re aged 50 or over, you ca apply, cofidet i the kowledge that you will be welcomed to the pla. There are o upper age limits, o health restrictios ad o medical questios to aswer. It may be the last lovig thig you ca do for your family. They ca still be ivolved as much or as little as they choose to cope with, peace of mid for all. M Gilroy 4

5 Why you should cosider a Prepaid Fueral Pla from Digity We offer a choice of four fueral plas, all of which help to relieve the emotioal ad fiacial worry loved oes may face if they had to make ad pay for the arragemets themselves. It gives you fiacial peace of mid The pla fixes the documeted fueral costs at the price you would pay if the fueral was arraged today. This meas that o matter how far i the future the services are required, as log as the pla is paid for, there wo t be ay extra to pay for the arragemets icluded i the pla. You will have paid i full for the services covered i the pla, with your family oly payig for flowers ad other special requests at the time. Oce it s paid for, it s paid for. Fueral costs cotiue to rise Fueral costs have bee risig steadily ad are still icreasig. The graph shows what a fueral could cost i the future, if icreases cotiue as they have doe over past years. A Prepaid Fueral Pla from Digity guaratees that the cost of the fueral specified i the pla will be covered i full, o matter how much prices rise. 6,000 5,000 4,000 3,000 2,000 1,000 0 Risig cost of fuerals 2,225 2, Average fueral cost Projected fueral cost 3, , : Matter Commuicatios idepedet research : Forecast based o average aual compouded growth rate of 5.79% each year betwee 2011 ad It removes potetial worry about how your fueral will be paid for, especially whe savigs are ofte eeded to fud retiremet. Buyig a fueral pla may help reduce the amout of iheritace tax that may be payable o your estate. The moey you pay for your pla is paid ito the Natioal Fueral Trust a totally idepedet Trust Fud. Digity is the oly major fueral plaig orgaisatio to cosistetly publish a comprehesive Aual Trust Fud Report showig the Trust s performace, which is available o request. As a added reassurace, if you chage your mid or your circumstaces chage you have a full 28 days to get a refud of all the moey you have paid. However, a cacellatio fee is charged if you cacel after 28 days. It gives you persoal peace of mid You will have take care of the fueral arragemets i advace. No decisios will be left to stragers. You will have recorded your wishes i the pla. A well respected ad trusted fueral director will perform the service. It gives peace of mid for your family Your family or Fueral Orgaiser oly eeds to make oe call to Digity or your Nomiated Fueral Director to set your pla i motio. Your family will ot be left woderig exactly what type of service you would have wated, as the arragemets are set out i the pla. Digity pays the fueral director the amout of moey due from your pla. A 24-hour telephoe bereavemet advice ad cousellig service is provided for family members. The fueral director will provide your family with complete advice ad guidace. If you have ay further questios or to take out a pla please call us o

6 Why a Prepaid Fueral Pla from Digity makes sese A prudet way to pay for your fueral A Prepaid Fueral Pla from Digity could make more sese tha puttig moey i a buildig society or over 50s pla, because these wo t guaratee to cover the cost of the arragemets. What s more, oce you have a Prepaid Fueral Pla there is o eed to worry about the moey ot beig available, or about the problems of your family havig to gai access to the moey before the fueral ca be paid for. Also, ad very importatly, baks, buildig societies ad ivestmet compaies wo t orgaise your fueral. Digity will, ad our dedicated fueral directors esure that everythig is implemeted i accordace with your wishes, helpig to reduce some of the stress from your loved oes. The cost of the guarateed services i your pla will be covered i full Digity guaratees that whe the time comes, as log as your pla is paid for, either your family or your estate will be asked to pay a sigle pey more for the guarateed services icluded i your pla. Please refer to the Terms ad Coditios for further details, you ll fid these at the back of the brochure. ^There would be a extra charge if you spread the cost over more tha 12 moths It is simple ad easy to arrage Buyig a Prepaid Fueral Pla from Digity is simple. For a crematio fueral, our plas guaratee to cover the fueral director services ad a crematio service. For a burial, we guaratee fueral director services, ad provide a cotributio towards burial fees ad ay services provided by third parties, such as purchasig a plot. You wo t have to visit a fueral director or sped time cosiderig the exact details. The arragemets ca be made from the comfort of your ow home, ad the Applicatio Form is clear ad simple to complete. It s easy for your family too Whe the time comes, all that your family eeds to do is make oe phoe call to Digity. The fueral director will the see to the arragemets, cosult with your family at every stage ad offer helpful advice ad guidace throughout, leavig your family free to focus o their ow persoal tributes. There is a rage of flexible paymet optios Payig for your pla could t be easier. You ca: Make a sigle oe-off paymet by cheque, Postal Order, Debit or Credit Card. Spread the cost over 12 mothly paymets by Direct Debit, at o extra charge. Spread the cost over 5 years or a period to suit you by Direct Debit^. Please call us if you would like to discuss idividual paymet requiremets. 6

7 What do the Prepaid Fueral Plas iclude? Decidig which pla is best for you The table below shows you what is icluded i the plas we offer, with our most popular pla beig The Pearl. Each pla provides for a crematio fueral service ad will cover the cost of the services show below, o matter how much these prices may rise i Guaratees Covers all the required fueral director services with o more to pay for the services below, regardless of whe the pla is eeded or how much fueral costs rise i the future Medical certificatio fees. For death where a coroer ivestigatio is required, there are o medical certificatio fees. Also, chages to legislatio i May 2015 mea there will o loger be a charge for a medical certificatio for ay deaths registered i Scotlad. Similar legal chages are beig cosidered for the rest of the UK, so we do ot iclude provisio for these fees i our Plas. If the fueral takes place outside of Scotlad, ad a coroer is ot ivolved, the if applicable, the medical certificatio fees must be paid by the ext of ki or persoal represetative, whe arragig the fueral. Limited Pla additioal restrictios to those listed: There is a restricted choice from approx. 800 Fueral Directors. A restricted choice of date ad time for the fueral will be available. Typically this meas that with the Limited Fueral Pla the service will take place before 10.30am or after 3.30pm Tuesday-Thursday. You may ot make ay additioal cotributios towards the costs of ay special requests. Not available o the Isle of Ma. the future. If you eed ay help decidig which oe of the plas is right for you, or would like to discuss a burial fueral, please call oe of our friedly UK-based Customer Service Advisors o Limited Amber Pearl Diamod Yes Yes Yes Yes Covers crematio fueral costs ad Miister s or Officiat s fees Yes Yes Yes Yes Geerous cotributio of 1,200 towards burial costs, icreasig each year i lie with the Retail Price Idex (RPI) Makig the arragemets Support from a atiowide etwork of owed or approved Fueral Directors Persoal ad regular cotact with the family to provide advice ad guidace o all aspects of arragig the fueral Guidace o the registratio of the death ad collectio of all ecessary paperwork for the fueral to proceed Care of the deceased Collectio ad trasportatio of the deceased to the Fueral Director s premises, at ay time, 24 hours a day (withi a 50-mile radius, excludig ferry or air fares) Yes Yes Yes Yes Limited to approx. Over 1, fueral directors fueral directors Over 1,200 fueral directors 1 Some requests may icur a additioal charge ad may ot be covered by the price guaratee. Ay costs icurred from these requests will have to be paid for at the time of the fueral. Such as: Embalmig, burial plot, memorial or headstoe, flowers, caterig/wake. Costs for removig artificial limbs ad mechaisms such as pacemakers. This list is ot exhaustive, so please refer to the Terms & Coditios for further iformatio If you have ay further questios or to take out a pla please call us o Over 1,200 fueral directors Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Care ad preparatio of the deceased (embalmig ot icluded) Yes Yes Yes Yes The Coffi Basic Wood effect Quality wood effect Viewig of the deceased i a private chapel of rest by agreed appoitmet The service High quality wood veeer Yes Yes Yes Yes Fueral Director, driver ad pallbearers to atted the service Yes Yes Yes Yes Hearse Yes Yes Yes Yes Limousie for family/mourers Noe Noe Oe Two Fueral processio (Fees ad costs of a service at a separate locatio ot icluded) Mutual agreemet o the time ad day of the fueral durig ormal office hours Flexibility If you move home your pla moves with you to a ew Nomiated Fueral Director, at o extra cost Directly to the crematorium or burial site Directly to the crematorium or burial site To a service locatio, the oto the crematorium or burial site To a service locatio, the oto the crematorium or burial site Restricted days ad times Yes Yes Yes Yes Yes Yes Yes Persoalise the pla at ay time by documetig Special Requests such as hyms ad readigs 1 Yes Yes Yes Yes Ability to add additioal services to your pla, such as a extra limousie 1 No Yes Yes Yes Ability to make additioal cotributios towards Special Requests durig the lifetime of the pla. Ay cotributios will icrease each year i lie with Retail Price Idex (RPI) Additioal services No Yes Yes Yes 24 hour telephoe bereavemet advice ad cousellig service Yes Yes Yes Yes Complimetary thak you cards No No Yes Yes 7

8 What will Digity do with your moey? The Prepaid Fueral Pla is specifically desiged to cover fueral costs, so you ca be sure the moey is there whe it s eeded. Your family wo t have to worry about your moey beig froze i a bak accout ad there is o complicated claims process ivolved. May people assume that they will leave eough moey to pay for their fueral, but this may ot be the case, especially as more ad more people are usig their savigs for livig expeses or care fees i later life. This is why it makes such good sese to take out a Prepaid Fueral Pla from Digity ow. The most sesible way to cover fueral expeses The moey paid for each Prepaid Fueral Pla goes directly ito the Natioal Fueral Trust, which was set up i Here the moey required for the fueral is securely ad carefully maaged to esure that all of the services i the pla ca be paid for i the future. The Trust is idepedetly maaged by some of the most respected ames i the fiacial idustry to make sure that every Plaholders moey is properly protected. Your moey is held securely Perhaps most importatly, the Natioal Fueral Trust is legally separate from Digity. No-oe from Digity has access to the moey i the Trust ad o moey ca be paid to ay fueral director util after a fueral has take place. The Trust is maaged by some of the most reputable ames i the fiacial idustry, icludig M & G Ivestmet Maagemet Ltd, ad has the Royal Exchage Trust Compay as the Legal Custodia Trustees with some activities beig carried out by Capita Trust Compay. PricewaterhouseCoopers carry out a aual evaluatio of the Trust to esure that the Trust ca meet its obligatios, ad audited aually by Erst & Youg. The Natioal Fueral Trust esures that our members moey is secure ad allows us to meet our obligatio to provide the guarateed services i the pla to every sigle Plaholder. If you would like to receive a free copy of the Natioal Fueral Trust Aual Report please telephoe us o

9 Frequetly Asked Questios I have savigs ad life isurace, why do I eed a fueral pla? Firstly, because a Prepaid Fueral Pla from Digity will guaratee to cover the cost of the services icluded i the pla o matter how much fueral prices rise or how log you live. Other savigs or ivestmets wo t do this. Secodly, baks ad fiacial compaies wo t orgaise your fueral Digity will. Ca I choose my fueral director? Oly fueral directors who agree to the importat price ad service guaratees are available uder the pla. There are more tha 1,200 fueral directors throughout Britai who are either owed or approved by Digity. Whe you take out a pla, or if you telephoe us i advace, Digity will advise you of your Nomiated Fueral Director. If you choose the Limited Pla, there is a restricted choice of approximately 800 Fueral Directors. What if Digity goes out of busiess? No matter what happes to Digity i the future, your fueral arragemets are protected because all the moey is paid ito the totally idepedet Natioal Fueral Trust which o-oe at Digity ca access. I the highly ulikely evet of Digity goig out of busiess, the Fud s Trustees would appoit or create a ew compay to admiister all the plas ad esure that all the fuerals are performed. Are there restrictios I should kow about? There are restrictios o the Limited pla that do ot apply to our other three plas. There is a restricted choice from approximately 800 Fueral Directors ad a restricted choice of date ad time for the fueral. Typically this meas that with the Limited Fueral Pla the service will take place before 10.30am or after 3.30pm Tuesday Thursday. You may ot make ay additioal cotributios towards the costs of ay special requests. The pla is ot available o the Isle of Ma. What if I chage my mid, ca I have a refud? Yes, you ca have a full refud of the moey you have paid if you chage your mid or your circumstaces chage withi 28 days. If you cacel your pla after 28 days, a cacellatio fee will be deducted from ay refud due to you. The cacellatio fee has to be charged to protect the log-term stability of the Trust Fud ad to esure that we ca meet the guaratees we promise all our Plaholders. Please refer to the Terms ad Coditios for further details. What happes if I die before I ve fiished payig all the mothly istalmets? The arragemets ad price guaratees i your pla will remai i place provided that the perso arragig your fueral agrees to pay the remaiig paymets i full. A ivoice for the balace will the be raised after the fueral has take place. What happes if I move house? Our fueral plas are portable aywhere i mailad Great Britai, Norther Irelad, Jersey, Isle of Ma ad Isle of Wight. Simply tell Digity your ew address ad we will update our records ad advise you of your ew Nomiated Fueral Director, if required, without charge. The Limited Pla is ot available o the Isle of Ma. What happes oce I ve applied? We will process your applicatio ad sed you a Fueral Pla Documets folder withi 14 days. This will cotai all the iformatio you will eed, plus a secod copy of the details for your relatives or Fueral Orgaiser. Icluded will be istructios o how to implemet the pla whe the time comes ad cotact details so you ca get i touch with us at ay time. If you have ay further questios or to take out a pla please call us o

10 Takig out a Prepaid Fueral Pla from Digity is easy Just follow these four simple steps: Please tick 4 Step 1 Select the pla that suits your eeds from the table show o page 7. Step 2 Choose your preferred paymet method ad paymet period. You ca pay by cheque made payable to Natioal Fueral Trust; by Credit/Debit Card; or by Direct Debit. Please complete the appropriate sectio o the Applicatio Form or call us o for further paymet optios. Step 3 Sig ad date your completed Applicatio Form. Step 4 Retur your completed Applicatio Form ad ay cheques or Direct Debit istructios i the prepaid evelope provided (you do ot eed to use a stamp). Acceptace is guarateed for everyoe aged 50 or over. There are o medical checks or health questios, whe you apply for a Prepaid Fueral Pla from Digity. As the largest compay i the busiess well established with a prove reputatio the decisio to use Digity was a easy oe. Mr Mallet The testimoials are geuie ad are represetative of the may received from Digity s customers. Digity have prited them with the permissio of the writers. They are available for ispectio, o request. Photographs posed by models to protect customer privacy. 10 If you have ay further questios or to take out a pla please call us o /DIG/GUARPLAN4INNERS/0317

11 What do people thik about our fueral plas? I really appreciated how simple the process of orgaisig my pla was. Mrs Close Loved oes will oly have to make oe phoe call to receive all the help they eed, at the time they eed it most. Mr Larer A excellet service that takes ay worries or cocers away kowig that relatives were ot fiacially or emotioally affected at such a sad time. Mrs Barard FS IS Please recycle this brochure 11612/DIG/GUARPLAN4COV/0317 The Prepaid Fueral Pla is provided by Digity Pre Arragemet Limited. A compay registered i Eglad No VAT registered No Kig Edwards Court, Kig Edwards Square, Sutto Coldfield, West Midlads B73 6AP. Telephoe No Fax No Part of Digity plc. A British compay. Your call may be moitored ad recorded by Digity for traiig ad quality purposes. All calls to 0800 umbers are free of charge whether made from a ladlie or mobile phoe. Details correct at time of goig to press.

12 Prepaid Fueral Pla Terms & Coditios

13 Terms ad Coditios Digity Prepaid Fueral Pla The Digity Prepaid Fueral Pla (the Pla ) provides the fueral services set out i the Limited Pla, Amber Pla, Pearl Pla ad Diamod Pla so log that you make all of the paymets i accordace with the detail set out i your Pla. Defiitios I these terms: Additioal Special Requests Form meas the form, which we will sed to you after we have received your Applicatio for the Pla, which allows you to otify us of ay alterative or additioal Special Requests; Agreemet meas the writte agreemet betwee us made up of the Applicatio, the Fueral Pla Schedule, Fueral Pla Services Documet, Key Features Summary ad these Terms ad Coditios; Applicatio meas the Applicatio form you have completed ad either retured by post, submitted olie via a website or portal or completed over the telephoe; Fueral Pla Schedule meas the schedule settig out all the details of your Pla, which we will sed to you oce we have received your Applicatio for the Pla; Fueral Pla Services Documet meas the documet settig out the details of the services which are guarateed by the Pla, which we will sed to you oce we have received your Applicatio for the Pla; Iflatio meas a sustaied icrease i the geeral level of prices for goods ad services measured as a aual percetage icrease i lie with the Retail Prices Idex; Istalmet Charge meas the additioal paymet icluded i the price of ay Pla where istalmets are beig paid over a term beyod 12 moths; Key Features Summary meas the documet summarisig the key features ad beefits ad exclusios ad limitatios of the Prepaid Fueral Pla to allow you to assess whether it meets your requiremets; Nomiated Fueral Director meas the fueral director, the details of which are set out i the Fueral Pla Schedule, or such other fueral director as we may appoit to carry out your chose fueral; Plaholder meas the perso amed i the Fueral Pla Schedule whose fueral is covered by this Pla; Persoal Represetative meas your Persoal Represetative(s) after your death, as defied by the Admiistratio of Estates Act 1925; Pla meas the fueral Pla you have chose, as govered by the Agreemet; Price Guaratee meas the price guaratee i respect of the Nomiated Fueral Director charges or ay crematio fueral costs idicated as guarateed i the Agreemet; Special Requests meas ay persoal wishes as to how you would like your fueral performed which have bee otified to us i your Applicatio, Additioal Special Requests Form, by , i writig or over the telephoe; Trust meas the Trust described i more detail i the Care of your Moey sectio below; we or us or our refer to Digity Pre Arragemet Limited ad our details are set out below; ad you or your or applicat meas the perso applyig for the Pla. Do You Qualify For This Pla? This Pla is available to Plaholder s who are aged 50 or over at the date of applicatio. This Pla covers the cost of certai fuerals provided they are coducted i mailad Great Britai, Norther Irelad, Jersey, Isle of Wight or Isle of Ma (Limited Pla ot available o the Isle of Ma). The fueral must be coducted i the territories metioed above. The Pla does ot cover the costs of repatriatio. Your Pla Paymet As the purchaser of this Pla, the rights ad beefits set out i this Agreemet accrue to you ad you are resposible for makig paymets to us i accordace with this Agreemet. If you have amed a differet perso as the Plaholder o the Applicatio, the rights ad beefits set out i the Agreemet will evertheless accrue to you ad ot to the Plaholder. What the Pla Covers What Your Pla Icludes Subject to these Terms ad Coditios, ad as set out below, details of the services guarateed by your Pla are set out i the Fueral Pla Services Documet. Oce you have fully paid the amouts set out i the Pla, we promise to cover these goods ad services at o further charge to your Persoal Represetative. This Price Guaratee oly applies to the services set out i the What the Pla Covers sectio. Your Nomiated Fueral Director Your Pla covers the services of the Nomiated Fueral Director to provide the goods ad services described i your Agreemet after receipt by us of the Applicatio. If ay of the goods or services, which are to be directly provided by the Nomiated Fueral Director, are ot available at the time of the fueral we will provide a alterative of at least equal

14 quality ad value at o further charge. If your Persoal Represetative does ot agree to the alterative arragemets, we may cacel the Pla ad refud to your estate ay moies due less a 395 cacellatio fee. We will appoit the Nomiated Fueral Director to carry out your chose fueral. If the Nomiated Fueral Director caot for ay reaso perform your fueral, we will appoit a alterative Nomiated Fueral Director for you. Please ote that we reserve the right to appoit a differet or ew Nomiated Fueral Director to carry out your chose fueral for ay reaso. We will iform you before we do so. Chage of Address The Pla provides for your fueral to be carried out by the Nomiated Fueral Director. You must otify us at the address show at the ed of this documet of ay permaet chage of address so that, if appropriate, we will appoit a alterative Nomiated Fueral Director for you. Crematio Services If you choose or have chose a crematio fueral as part of your Pla, the price you have paid for your Pla will cover; 1. The crematio fee charged by the crematorium. We reserve the right to select the crematorium used. This will usually be a crematorium close to ad ormally used by the Nomiated Fueral Director. The crematio fee does ot iclude ay additioal charges made by the crematorium, for example, ay cost payable to the crematorium for use of a orgaist. 2. The Miister of Religio or a Offciat fee, equal to the amout paid for a stadard fueral service at the crematorium or cemetery as listed i the Church of Eglad Table of Parochial Fees. I the uusual evet that the, Miister or Officiat charges more tha this amout, the you or your Persoal Represetative will be resposible for payig that additioal amout to the Nomiated Fueral Director. Burial Fueral If you require a fueral with burial, your Nomiated Fueral Director will arrage certai services which are provided by third parties, for example, the provisio of a burial plot, diggig a ew plot or opeig a existig grave, ad cemetery fees ad fees for a Miister of Religio or Officiat may also be payable. However, as the cost of these services varies widely throughout mailad Great Britai, Norther Irelad, Jersey, Isle of Ma ad Isle of Wight, therefore your Pla does ot guaratee to cover these costs. Your Pla cotais a cotributio towards these burial costs ad other third party costs. The curret rate is 1,200, which will rise i lie with Iflatio. We will advise your Persoal Represetative of the value of the burial cotributio at the time of arragig the fueral. If the cotributio towards burial costs does ot cover the actual burial costs i full your Persoal Represetative will be required to pay the additioal sum at the time of the fueral. Where the actual burial cost is less tha the value of the cotributio towards burial costs, we will either repay the differece to your Persoal Represetative, or put it towards other fueral costs icurred at the time. What the Pla Does Not Cover The Pla icludes the services described i the Fueral Pla Schedule, which forms part of the Agreemet. The cost for other services, for example a memorial, headstoe, flowers, ad caterig are ot icluded i the Pla. If you have purchased a Amber, Pearl or Diamod Pla ad you would like to make a provisio for services ot already icluded i your Pla you may do so by makig a cotributio towards these costs. We will the make sure the value of that cotributio icreases i lie with Iflatio. However, if that cotributio does ot cover the the curret rate for those goods or services, you or your Persoal Represetative must pay the differece betwee the value of your cotributio (adjusted for Iflatio) ad the actual cost at the time of the fueral. Where the actual cost is less tha the value of your cotributio we will repay that differece to you or your Persoal Represetative. Ay fees payable to doctors or a coroer for the issue of death or crematio medical certificates, or coroers certificates will ot be icluded i your Pla ad if they are charged for they will eed to be paid for separately at the time of the fueral. Your Special Requests You may ask for Special Requests for your fueral, but if these icur additioal costs they will fall outside the Pla ad will ot be covered by the Price Guaratee. Oce you have otified us of ay Special Requests, we will sed you a Special Requests Certificate cofirmig these Special Requests. Your Special Requests will be used as a guide for your Persoal Represetative ad the Nomiated Fueral Director. If you have a Amber, Pearl or Diamod Pla you are etitled to make a cotributio paymet towards the cost of ay Special Requests ad ay cotributio you do pay towards Special Requests will be icreased each year i lie with RPI iflatio. But we do ot guaratee that your cotributios will cover the cost of all of the Special Requests. If you have a Limited Pla you may ot make cotributio paymets towards the costs of ay Special Requests. Your Persoal Represetative will be advised of the value of this cotributio at the time of arragig the fueral. If you have ay queries please call Digity Pre Arragemet Limited o There are a umber of commo requests which icur additioal costs which are ot icluded i the Pla. These might iclude (but are ot limited to): a additioal charge for coductig the burial, crematio or fueral service o a weeked or public holiday;

15 a religious or other service where the veue charges for the use of that veue, heatig, a orgaist, choir, etc; if the crematorium charges extra for music, choir or a orgaist, or ay other services (icludig ay levies). Extra Charges Save i respect of ay service specified as paid for i the Agreemet we may charge reasoable extra amouts for the followig requiremets: the removal of mechaisms such as pacemakers (which must be removed before a crematio); ay doctors or coroers fees that the fueral director is asked to pay o your behalf; providig a fueral which is ot a ormal fueral service; coductig the fueral, burial or crematio o a weeked, at a uusual hour or public holiday; or ay adjustmets to prices that reflect the additioal cost to us of ay chage i regulatios, tax, laws or geerally accepted practice, ad affect the coduct of the fueral. Repatriatio ad Trasport This Pla does ot cover the costs of repatriatio from outside mailad Great Britai, Norther Irelad, Jersey, Isle of Wight ad Isle of Ma (Limited Pla ot available o the Isle of Ma) to the Nomiated Fueral Director. If we eed to trasport the Plaholder to or from a distace of more tha 50 miles of the proposed fueral site, crematorium or burial place or if we eed to icur ferry or air fares, we may charge you reasoable additioal costs, less ay cotributio towards the cost of travel specified i your Pla. Care Of Your Moey All paymets you make are passed to the Royal Exchage Trust Compay Limited as custodia trustee of the Natioal Fueral Trust (the Trust ) to be held i accordace with the Trust deed of the Trust. Followig the trasfer of Royal Exchage Trust Compay Limited to Capita plc, some activities are carried out by Capita Trust Compay Limited uder a Power of Attorey. Paymets are made out of the Trust to us for fuerals whe they are performed, ad for the cost of offerig, sellig ad admiisterig the Plas, ad for refuds to purchasers of the Pla. Istalmet Paymets If you choose to pay for your Prepaid Fueral Pla by istalmets the followig rules will apply: If you choose to pay by istalmets of more tha 12 moths Where istalmets are beig paid over a term beyod 12 moths a Istalmet Charge is required because the Trust does ot have all the moey to ivest at the Plas iceptio. If the Plaholder dies before all of the istalmet paymets for the Pla have bee paid We will provide the fueral i accordace with this Agreemet. However, your Persoal Represetative will be resposible for payig the outstadig istalmets due at the time of the fueral. If you fail to pay all of your istalmet paymets If ay istalmet is ot paid withi 60 days of its due date, the Price Guaratee i your Pla will lapse. However, provided that the Pla has ot bee cacelled, your Persoal Represetative may request, ad we may agree, to arrage for the fueral to be carried out by the Nomiated Fueral Director. The cost of the fueral will the be charged at the Nomiated Fueral Director s the curret market rate ad we will credit ay istalmet paymets already made towards the cost of the fueral. For these purposes the value of the paymets made will be icreased aually i lie with Iflatio, from the date o which the Price Guaratee has lapsed to the date of the fueral. Your Persoal Represetative will be liable to pay the differece betwee the amouts paid (subject to Iflatio) ad ay outstadig amout to the Nomiated Fueral Director. If ay istalmet is ot paid withi 60 days of its due date ad the Pla has ot bee cacelled, you may reistate the Pla by restartig paymet. However, the total amout payable for the Pla will be icreased to the the curret price of the Pla you have chose. We will take accout of paymets already received, icreased by Iflatio from the date the Pla lapsed, ad we will adjust future istalmets accordigly. Cacellatio You have 28 days from the date you receive your Agreemet to decide that the arragemets you have made meet your requiremets ad that you do ot wish to cacel your Pla. If you do decide to cacel your Pla, you must: otify us by completig ad returig the cacellatio form etitled Notice of the Right to Cacel which will be icluded with the documets that make up your Agreemet or otherwise otify us i writig, by telephoe or by ; - Digity Pre Arragemet Limited, 4 Kig Edwards Court, Kig Edwards Square, Sutto Coldfield, West Midlads B73 6AP plaifo@digityuk.co.uk

16 Ay otificatio of cacellatio should specify all of the followig details: (i) the Pla umber; (ii) the full ame ad address of the Plaholder (iii) the Plaholders date of birth; ad (iv) a telephoe umber ad/or address for cotact purposes should there be ay issue with the cacellatio. There will be additioal security questios where the Pla is cacelled by telephoe or by . Provided we receive such otificatio withi 28 days of eterig ito the Agreemet, we will refud all the moey you have paid withi 14 days of us receivig otificatio of cacellatio. If you wish to cacel your Pla after the Cacellatio Period, we will refud ay moey you have paid, less a cacellatio fee of 395, withi 14 days of us receivig otificatio of cacellatio. I the evet that the Pla is ot used ad cacellatio is requested after the death of the Plaholder we may require additioal iformatio from the perso cacellig the Pla before we ca complete the cacellatio. Ay refud will be made to the perso who origially paid for the Pla or to the Plaholder s estate. We may cacel your Pla by givig otice to you if: a istalmet remais upaid more tha 60 days after it is due; a fueral director is appoited idepedetly by you who is ot a Nomiated Fueral Director; the fueral is to be coducted outside mailad Great Britai, Norther Irelad, Jersey, Isle of Wight or Isle of Ma (Limited Pla ot available o the Isle of Ma); or the fueral caot be performed because of circumstaces outside our cotrol or outside the cotrol of the Nomiated Fueral Director (for example war, terrorism, or riot). If we cacel the Pla, we will refud ay moey you have paid, less the 395 cacellatio fee, ad we will have o further obligatios to provide the beefits set out i the Pla. The Pla is desiged to cover fueral costs ad is ot a ivestmet product, ad we will ot pay iterest o moey refuded. Value Added Tax ( VAT ) VAT is ot curretly charged o a fueral service. However, if VAT or ay other form of tax becomes chargeable o a fueral service or part of it i the future, you or your Persoal Represetative must pay the VAT or additioal tax at the time of the fueral. If you are payig for ay Special Request as part of your Pla the ay third party suppliers who provide those goods or services may charge VAT, which we will pay ad recover from you, or your Persoal Represetative. The Agreemet Oce we have cofirmed your Applicatio for the Pla, the followig documets all make up the Agreemet: your Applicatio the Fueral Pla Schedule the Fueral Pla Services Documet the Key Features Summary these Terms ad Coditios Please keep these documets i a safe place for the attetio of your Persoal Represetative. You are advised to discuss your fueral arragemets with the perso who will be your Persoal Represetative. These documets together make up the Agreemet cocerig your fueral arragemets. Aythig which is ot documeted i writig i the Agreemet will ot be effective. If there is ay ambiguity betwee the documets, the terms set out i this documet take precedece over the others. Eglish law shall apply to this Agreemet. If aythig i this Agreemet is ivalid or ueforceable, the this Agreemet will be iterpreted as if that part were modified or deleted to make it valid ad eforceable, ad the rest shall remai i force. If we fail to exercise or delay i eforcig our rights (such as our right to cacel the Pla i the evet of upaid istalmets), such failure or delay will ot restrict our rights to do so, ad a waiver of ay such rights or of ay breach of ay term will ot be deemed to be a waiver of ay other right or ay later breach. You may propose a chage to the Pla, but o chage will take effect uless it is agreed i writig. If you wish to chage your Pla the this will take effect through a ew Agreemet. Please call Digity Pre Arragemet Limited o if you wish to chage the terms of your Pla. The Agreemet is persoal to you ad may ot be assiged (trasferred) or made the subject of ay trust, mortgage or charge give as security for ay obligatio to ay third party. Oly you or your Persoal Represetative is etitled to claim the rights or beefits set out i this Agreemet. The Nomiated Fueral Director may also claim the rights or beefits set out i this Agreemet. Otherwise, o other perso (icludig the Plaholder or their Persoal Represetatives) has

17 ay right uder the Cotracts (Rights of Third Parties) Act 1999 to eforce ay term of this Agreemet. This does ot affect ay other rights these people may have. These Terms ad Coditios apply to all Plas etered ito from 31/03/2017. How To Make A Complait We make every effort to excel i the service we provide. However, if you feel we have ot met your expectatios, please cotact our Cliet Liaiso Officer who will ackowledge your complait withi 2 workig days ad will do their utmost to esure ay complait is dealt with as quickly ad efficietly as possible. Cotact details are as follows: Cliet Liaiso Officer 4 Kig Edwards Court Kig Edwards Square Sutto Coldfield West Midlads B73 6AP Telephoe: clietrelatios@digityuk.co.uk If you are dissatisfied with the respose from us you ca take the matter further. Digity Pre Arragemet Limited is registered with the Fueral Plaig Authority (FPA), a idepedet orgaisatio whose Code of Practice we follow. The FPA ca be cotacted by; Telephoe: (Calls to this umber cost 5p a miute plus your phoe compay s access charge) ceo@fueralplaigauthority.co.uk Web: You also have access to a Olie Dispute Resolutio (ODR) platform which is provided by the Europea Commissio. It allows cosumers to submit complaits through the site ad the complait will the be allocated to a approved ad appropriate Alterative Dispute Resolutio (ADR). For more iformatio o this service visit The Fueral Plaig Authority whe hadlig complaits uses oe of the approved Alterative Dispute Resolutio providers ad you ca gai direct access to them by usig the FPA cotact details provided above. The Direct Debit Guaratee This Guaratee is offered by all baks ad buildig societies that accept istructios to pay Direct Debits. If there are ay chages to the amout, date or frequecy of your Direct Debit, Capita Trust Compay Limited Re Natioal Fueral Trust will otify you 10 workig days i advace of your accout beig debited or as otherwise agreed. If you request Capita Trust Compay Limited Re Natioal Fueral Trust to collect a paymet, cofirmatio of the amout ad date will be give to you at the time of the request. If a error is made i the paymet of your Direct Debit, by Capita Trust Compay Limited Re Natioal Fueral Trust or your bak or buildig society, you are etitled to a full ad immediate refud of the amout paid from your bak or buildig society. - If you receive a refud you are ot etitled to you must pay it back whe Capita Trust Compay Limited Re Natioal Fueral Trust asks you to. You ca cacel a Direct Debit at ay time by simply cotactig your bak or buildig society. Writte cofirmatio may be required. Please also otify us. The Prepaid Fueral Pla is provided by Digity Pre Arragemet Limited. A compay registered i Eglad No VAT Registratio No Registered office: 4 Kig Edwards Court, Kig Edwards Square, Sutto Coldfield, West Midlads B73 6AP. Telephoe No: Fax No: Part of Digity Plc. A British compay. Digity Pre Arragemet Limited is regulated by the Fueral Plaig Authority. Calls may be moitored or recorded for traiig ad quality purposes. All calls to 0800 umbers are free of charge whether made from a ladlie or mobile phoe /DIG/CCPTCS/4P/0317

18 Digity Prepaid Fueral Pla Key Features Summary About this Key Features Summary This documet is iteded to provide you with a summary of the key features ad beefits of the Digity Prepaid Fueral Pla to allow you to assess whether it meets your requiremets. Please refer to the Pla literature ad Terms & Coditios that accompay this documet for full details o the Pla. What is the Digity Prepaid Fueral Pla? Our Pla offers a choice of four Prepaid Fueral Plas, which let you pay for certai fueral costs i advace ad iclude the mai services for a fueral. Who is Digity Carig Fueral Services? Digity is the UK s leadig provider of fueral plas. Digity lauched the UK s first atioally available fueral pla i 1985 ad has helped over 740,000 people pla for their fueral i advace Digity plc is oe of the UK s largest operators of Fueral Directors ad crematoria ad is a British compay listed o the Lodo Stock Exchage. Who is the Prepaid Fueral Pla for? You ca have a Digity Prepaid Fueral Pla if the perso who the fueral is for is aged 50 or over ad the fueral is to take place i mailad Great Britai, Norther Irelad, Jersey, Isle of Wight or Isle of Ma (Limited Pla ot available o the Isle of Ma). What will the Prepaid Fueral Pla provide? The Digity Prepaid Fueral Pla will provide the guarateed services icluded i the Pla through a Digity Nomiated Fueral Director whe the time comes. Provided that the Pla is paid for i full there will be othig further to pay for the guarateed services covered by the Pla. All Plas guaratee to cover the followig services: Fueral Director Services; Advice ad guidace o all aspects of the fueral icludig the registratio of the death ad collatio of all ecessary paperwork for the fueral to proceed Trasport of the deceased to the Nomiated Fueral Director s premises withi 50 miles Third Party Crematio Costs; Preparatio ad care of the body The coffi provided withi the selected Pla Fueral Director ad staff to atted service Provisio of a hearse 24 hr telephoe bereavemet cousellig. The crematio fee Fee for a Miister or a Officiat equal to the amout paid for a stadard fueral service at the crematorium or cemetery as listed i Church of Eglad Table of Parochial Fees. Depedet o the Pla chose, the followig are also guarateed: Family viewig by appoitmet or at ay time Limousies to trasport the mourers Burial Fuerals Trasport to place of worship prior to crematio or burial Thak you cards. If burial is chose, the Pla will iclude a cotributio of 1,200 towards third party burial costs i place of the guarateed Third Party Crematio Costs listed above. We will icrease the value of the 1,200 cotributio each year i lie with the Retail Prices Idex (RPI) iflatio to help it keep pace with risig costs. What wo t the Prepaid Fueral Pla provide? The Plas do ot iclude: Embalmig The cost of special requests such as memorials, flowers, caterig, ewspaper obituaries etc.

19 Trasport of more tha 50 miles from the Nomiated Fueral Director. Ay charge for additioal miles will be payable to the Digity Nomiated Fueral Director at the time The cost of removal of mechaisms such as pacemakers (which must be removed before a crematio) Other Pla limitatios iclude: If the Pla is paid for by istalmets ad the fueral is required before the fial paymet has bee paid, your Fueral Orgaiser would have to pay the outstadig balace at the time of the fueral Costs for coductig the fueral, burial or crematio o a weeked, at a uusual hour or public holiday Ay additioal charges that are passed to us due to chages i regulatios, tax, laws or geerally accepted practice The cost of repatriatio from outside mailad Great Britai, Norther Irelad, Jersey, Isle of Wight or Isle of Ma (Limited Pla ot available o the Isle of Ma). Ay Doctor s fees & Coroer s fees. Ay taxes. Value Added Tax is ot curretly charged o a fueral service. However, if this or ay other tax becomes chargeable o a fueral service or part of it, your Persoal Represetative must pay the tax at the time of the fueral. Limited Pla limitatios: There is a restricted choice from approximately 800 Fueral Directors You may ot make ay fiacial cotributio paymets towards the costs of ay Special Requests What are the prices of the Plas? A restricted choice of date ad time for the fueral will be available. Typically this meas that with the Limited Fueral Pla the service will take place before 10.30am or after 3.30pm Tuesday Thursday Not available o the Isle of Ma. Digity s Prepaid fueral plas are desiged to meet our customers differet requiremets ad budgets. For example you ca make a sigle paymet or spread the cost of your Pla over 12 mothly istalmets. The prices for these optios are: Sigle Paymet 12 Mothly Istalmets There is o extra charge for 12 mothly istalmets Limited Pla 2, per moth Amber 3, per moth Pearl 3, per moth Diamod 3, per moth Loger fixed term istalmets are available should you wish to spread the cost of the Pla. Please ote that plas purchased over a period greater tha 12 moths will icur a additioal fee. Prices valid from 31/03/2017. Prices are subject to review by Digity. If at the poit of applicatio the Pla price has chaged for ay reaso, we will advise you of this before we set up your pla ad there will be o obligatio for you to cotiue. How ca I pay? Paymet methods iclude Credit or Debit Card, Cheque ad Direct Debit. You ca pay for your pla olie, over the telephoe by speakig with oe of our advisors or, by eclosig paymet with your paper applicatio form. How is the moey I pay protected? The moey that you pay for your Pla is paid directly ito the Natioal Fueral Trust. The Natioal Fueral Trust is completely separate ad legally idepedet from Digity. The Trust is ru by Maagig Trustees, the majority of whom are idepedet of Digity PricewaterhouseCoopers coduct a aual actuarial valuatio of the Trust Fud, which determies if there is eough moey i the Trust Fud for Digity to meet its liabilities ad promises to Plaholders Erst & Youg are the appoited auditors ad coduct aual audits of the Trust s accouts The Trust adheres to the rules of the Fueral Plaig Authority, who receive copies of the Trust s accouts ad valuatios ad other iformatio it requests.