Call to client checklist

If all the information needed to make a decision has been provided in the Funeral Support Payment application, you do not need to call the client. Instead, leave a note on SPM confirming the checklist call was not needed.

If the application is missing information, use this call checklist to ask the client relevant questions.

Let the client know that we cannot make a decision on their application until we have this information.

Scottish local authorities should not charge funeral costs for children under 18. This includes children who are stillborn.

Some clients tell us they would prefer to be contacted by letter. If you do not hear back from them after sending a letter, you can call them if they’ve included a phone number.

Steps for making the client checklist call

1. Begin the call by introducing yourself and tell them you’re calling from Social Security Scotland.
2. Ask the security questions to confirm you’re speaking to the client.
3. Explain you’re calling to discuss their application for Funeral Support Payment received on [date of receipt].
4. If the client is not able to talk and requests a call back, you should organise another time to call. You can also explain what information they’ll need to confirm on the call.
5. If the client has given consent for us to speak to the funeral director, let them know that the purpose of this call is to get details that we cannot get from the funeral director. This includes information like identity details, which only the client has. The client should also make sure the funeral director knows that they have permission to speak to us and that we will call them.
6. If the client has not used a funeral director, advise them of the costs evidence they’ll need to provide.
7. If you have not been able to verify that the person who died was resident in the UK, you’ll need to ask the client to upload or post residency evidence. To view a list of evidence we accept, go to Funeral Support Payment eligibility guidance..

Funeral responsibility questions

You do not need to ask some clients why they’re taking responsibility for the funeral costs.

Go to ‘Questions to ask clients’ below if the client is the person who died’s:

• partner
• child
• parent
• brother or sister

For other clients, you should confirm why they’ve taken responsibility for the funeral costs.

If the client has applied online or over the phone, check their answers to the questions:

• ‘Why is a nearer relative not covering the funeral costs?’
• ‘Please tell us why you, or your partner, are paying for the funeral?’

Go to Funeral Support Payment eligibility guidance to decide whether or not it was reasonable for the client to take responsibility.

If the client has provided enough information and it was reasonable for them to take responsibility for the funeral costs, go to ‘Questions to ask all clients’ below.

If the client has not provided enough information or they applied using a paper application form, ask the following questions:

1. What’s your relationship to the person who died?
2. Are you responsible for the funeral costs?
3. If someone else is responsible, can you tell me who and why?
4. Can you tell me why you’ve taken responsibility for the funeral costs?

Questions to ask clients

1. Where’s the funeral taking place? (Only ask this if the information is not in the application.)
2. Was there a particular reason for this location? (Only ask this if the funeral is in a different local authority to the address of the person who died and the client has not given a reason for this in their application.)
3. Did the person who died have a funeral plan?
4. If yes, is the funeral plan fully paid up or will it be honoured anyway?
5. If the funeral plan is not fully paid up, will it pay out a cash value and is this available to help pay funeral costs?
6. Have you gotten any financial support for this funeral from another government?
7. Are you happy for us to contact the funeral director? (Let the client know they must upload/post in the funeral bill if they do not agree.)
8. Has anything changed since you applied? For example, are there any funds that are available now to help pay funeral costs? This could include bank accounts or property from the estate.
9. If the client has said in their application or on the call that there are funds, ask if the money is available and accessible straight away to help pay for the funeral.

If the client says there have been changes since they applied, please read the following declarations and ask if they agree:

As far as I know and believe, I declare that the information I have given in this form is correct and complete.

I understand that I may be prosecuted if I provide details that are not complete or correct. I also understand money may be taken back from me if I’m paid too much.

I understand that any payment I get can be recovered from the estate of the person who died.