Is it time to talk about you-know-what?

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2 Is it time to talk about you-know-what?

3 Let s get the conversation started We know that talking about death and funerals can feel a bit awkward. But, as a trusted adviser, you ll appreciate that dealing with awkward things now can often have important benefits for your clients in the future. In reality, starting the conversation about funeral planning is as simple as bringing up the need for life cover or discussing estate planning. With one big difference. A funeral plan is one of the few products that all clients will benefit from in the future. So it s not a just in case product, it s a definitely will need product. And that can mean it s often a lot easier for clients to see the value in having a plan. As a Golden Charter intermediary, you ll receive all the support and tools you need to raise the topic with your clients, promote our funeral plans effectively and sensitively, and provide the best possible service with nothing left unsaid. 2 3

4 The great divide between what people say......and what they actually do Golden Charter recently conducted a consumer poll* where 1,200 people aged over 30 were questioned about their attitudes to discussing funeral wishes, and what was important to consider when planning a funeral. 90% of those interviewed didn t want their family to have to bear the costs 86% said it was important to discuss their final wishes with family members or friends The statistics below from SunLife s Cost of Dying Report 2017, show just how little some families who had to organise a funeral in the past four years knew about the wishes of their loved ones: Only a very small percentage of people knew what their loved one s final wishes were Only 25% knew which funeral director to contact 45% did not know if their loved one wanted to be cremated or buried 63% did not know whether to hold a religious or a non religious service These are all important points you could use to help you introduce the subject of funeral plans with your clients. Peace of mind when it matters most As we demonstrate on page 6, a funeral plan is a wise financial decision. But it s also an emotional choice. It really is about helping to relieve stress, and having a plan in place genuinely means one less thing for a grieving family to worry about at a distressing time. With a Golden Charter Funeral Plan, your clients can have the peace of mind of knowing that they ll get the funeral they want and at the same time, save their loved ones from any uncertainty over their final wishes. *Research carried out by Golden Charter in February Sample size 1,

5 Don t just take our word for it At Golden Charter, we know how much having a plan in place can mean to our customers and their families. That s why we were delighted to find through recent research that 90% of our customers are satisfied or very satisfied with our service.* Plus, our customers are more likely to recommend Golden Charter to friends and family, compared with customers of other funeral plan providers.** *Based on independent research by CJM Research on plan holders levels of satisfaction between July and September 2017 (sample size 759). **Based on independent research by James Law Research Associates on levels of recommendation across providers, September 2017 (sample size 152). What our customers say I knew my mum had a Golden Charter Funeral Plan before she passed away but I didn t realise how much this would mean at a really stressful time. The whole process was so straightforward and uncomplicated. We visited her funeral director on the day she passed away and he talked us through her plan. The only thing we had to choose were cars and flowers. For me personally, it wasn t about the money. My brother and I would have been able to find the money somehow to give her a good send off. It was the fact that my mum had chosen what she wanted. It made me feel better to know that the key things were her choices that she had discussed with the funeral director. After personal experience of a Golden Charter Funeral Plan, I wouldn t hesitate to recommend them to anyone who was thinking about buying a plan. Lynn S Plan holder s daughter, Aberdeen 6 7

6 A big part of planning for later life Without a funeral plan, there could be a gap in a client s financial security. The good news is that a plan can work alongside the other products you recommend to your clients. So it s easy to make it part of their later life planning. Funeral costs are rising every year.* But with a Golden Charter Funeral Plan in place, no matter how much prices rise in the future your clients needn t worry. They simply choose the funeral they want, and freeze the funeral director services included in their plan at today s prices. We offer a wide range of plans, with flexible payment options to suit each client s needs. And all our plans are designed to help save your client s family worry and expense, making things easier at a difficult time. Many of our customers tell us this is a huge weight off their mind. With a choice of over 3,000 trusted, independent funeral directors across the UK, your clients can plan ahead with confidence. When the time comes, just one phone call to their chosen funeral director is all that s needed to activate their plan. Everything will then be taken care of, and carried out according to their wishes, relieving loved ones of the stress and financial worry they may otherwise have to face. The cost of funerals keeps rising, year after year SunLife s Cost of Dying Report, 2017 reveals that the cost of an average funeral is now 4,078. That s a jump of 112% since 2004, and a faster increase than any other costs such as petrol, electricity, house prices and weekly wages. At that rate, in another 10 years, the average cost of a funeral could be over 7,200**. A Golden Charter Funeral Plan offers an easy way for your clients to pay for the funeral director s services included in their plan at current prices. By planning ahead now, they can avoid the worry of setting funds aside later on or leaving the financial burden of the funeral costs to their loved ones. It also means they can get the funeral they want, with no uncertainty for their family over their final wishes. The rising cost of UK funerals Average funeral cost* Projected increase** 1, , ,298 13, *SunLife Cost of Dying Report **Projections by Golden Charter based on SunLife research. 8 9

7 You re there for your clients. We re here for you. Our aim is to help you deliver an excellent service for your clients, and create a valuable additional income stream for you. To say thank you for choosing Golden Charter, we offer an attractive introducer s fee for each funeral plan sold. We ll also provide you with tailored marketing materials, including sales aids and client-facing documents. You ll also have a dedicated Regional Account Manager and an experienced Sales Support Team who will provide product and process training and answer any questions you may have. We know you re busy. So we keep everything as easy and straightforward as possible right from the start. Our simple 2-page application form takes less than 30 minutes to complete on average. How we can help: Full support from one of the UK s largest funeral plan providers Full product and process training Tailored marketing and support materials New income streams from a reputable product that meets a genuine client need Ongoing support from your Regional Account Manager and Sales Support Team Based on recent market share of funeral plans sold. For details please see Funeral Planning Authority statistics 2017 at funeralplanningauthority.co.uk/ statistics and Golden Charter Annual Report 2016/17 at goldencharter.co.uk. Committed to the very highest standards For added reassurance for your clients, Golden Charter is registered with the Funeral Planning Authority (FPA) and we follow their Code of Practice. The FPA was established by the industry to regulate providers in the UK pre-paid funeral plan industry and protect the interests of their customers. The organisation s primary aim is to ensure that providers are operating in a manner that will result in customers getting the funeral they have paid for when it is needed. The FPA checks that all providers abide by a set of Rules and a Code of Practice, which go above and beyond the minimum required standards. Registration with the FPA is not obligatory, but being FPA registered gives your clients an additional level of reassurance that Golden Charter is compliant with a stringent set of rules and standards. To find out more, visit the FPA website funeralplanningauthority.co.uk In addition, our plans are recommended by the National Society of Allied and Independent Funeral Directors (SAIF)

8 As the UK s trusted provider of later life services, we go that extra mile. Everyone at Golden Charter and the independent funeral directors we work with believe we have a responsibility to go the extra mile for our customers. We make sure it s not only the departed who are cared for, but also those who are left behind. When the time comes, your client s nominated independent funeral director will be there to provide comfort, support and practical help. It means you can be confident your client s family will receive a truly personal service when it matters most. Golden Charter is owned by the people who understand your clients funeral planning needs best independent funeral directors We have been providing funeral plans for over 25 years Over 500,000 plans sold Our plans are accepted by over 3,000 local, independent funeral directors To protect your clients money, it is paid directly into The Golden Charter Trust* which is managed by a Board of independent Trustees. The Trust has over 1 billion of funds under investment We re registered with the Funeral Planning Authority and follow their Code of Practice * This excludes the fixed monthly payment option where money is paid to a UK life assurance company and managed by them. The widest choice of funeral directors in the UK Golden Charter works with over 3,000 independent funeral directors across the UK giving your clients the widest choice, and a genuinely personal service. 2 out of 3 funerals are carried out by independent funeral directors. These are often family-run businesses who have served their local community for generations. Your clients can let us know if they have a preferred funeral director or we will select one near to them. And if they move home, they have the comfort of knowing they will be able to choose a new funeral director in the local area if they wish. Golden Charter Network over 3,000 independent funeral directors, Co-op 1,017 branches Annual Report 2017, Dignity 826 branches Annual Report

9 Taking extra care of your clients For added reassurance With Golden Charter, your clients can plan ahead without worry and doubt. We know that means as much to you, as it does to them. That s why at the point of sale we select a specific independent funeral director for all new plans. Your clients can suggest the funeral director they want* or, if they don t have one in mind, we will choose one for them in their local area. The funeral director enters into an agreement with us confirming that they will provide the services, as laid out in the plan, at an agreed cost. * There is no guarantee that their preferred funeral director will accept Golden Charter Funeral Plans. It s very reassuring for clients to know in advance who their funeral director will be, and it gives them the chance to check that they are happy with the chosen funeral director. Some providers don t allocate a plan to a funeral director until the funeral itself is needed. This means a client will never know which funeral director will be chosen, whether the funeral director local to them will accept the plan, or even how local they actually are. Why funeral director allocation matters Selecting a specific funeral director at point of sale has a number of advantages: It confirms that the funeral will be carried out at the time it s required, and by whom If there are any issues or concerns with the allocated funeral director, it allows these to be dealt with now not at a distressing time If your client has any additional requests, we can contact the specific funeral director to discuss them and incorporate these into the plan With access to over 3,000 reputable independent funeral directors across the UK, your clients can plan ahead with confidence Each client s payments are protected and, when fully paid, are guaranteed to cover the funeral director s services included in their plan. The Golden Charter Trust The Golden Charter Trust is a separate legal entity from Golden Charter Ltd, and is run by an independent Board of Trustees. The Trust s purpose is to hold the payments made by plan holders, and to pay the agreed invoice value to the independent funeral directors when the funerals take place. The Trust is more than 100% funded. This means that there is sufficient cash available to pay for all plan holders future funerals, rising in line with the Consumer Price Index. There are currently eight Trustees responsible for protecting and growing The Golden Charter Trust. Their experience provides broad and in-depth knowledge to ensure that all decisions are made advisedly. It s an important area, and if you would like to know more about The Golden Charter Trust you can find full details online at goldenchartertrust.co.uk Golden Charter Review 2016/

10 Looking forward to a strong and rewarding partnership Helping your clients plan for the future with confidence A valuable new income stream from a large potential market Product and process training Marketing and support materials Attractive introducer fees Full support from your Regional Account Manager and Sales Support Team To register as a Golden Charter Intermediary call our Sales Support Team or visit our website goldencharterintermediaries.co.uk 16 17

11 It s time to talk about the elephant in the room To register as a Golden Charter Intermediary call our Sales Support Team or visit our website goldencharterintermediaries.co.uk Golden Charter Funeral Plans are provided by Golden Charter Ltd, a registered provider with the Funeral Planning Authority. Golden Charter Ltd, Canniesburn Gate, 10 Canniesburn Drive, Bearsden, Glasgow G61 1BF. Registered in England No Registered office: Golden Charter Ltd, One Fleet Place, London EC4M 7WS.