Telephone application for Funeral Support Payment

Make sure the caller knows that the client needs to meet the eligibility criteria to be eligible for Funeral Support Payment.

Only one person can get Funeral Support Payment for the funeral. The client will not be eligible if government support has already been paid for the funeral. This includes:

• Funeral Expenses Payment from the Department for Work and Pensions
• Northern Ireland’s Funeral Payment.

To be able to get Funeral Support Payment the client must have access to public funds. If you’re subject to immigration control and have no recourse to public funds, you will not be able to get Funeral Support Payment.

If they do not meet the criteria, tell them that they may not be eligible, however, we can continue to process the application.

A caller may apply for Funeral Support Payment over the phone.

Before applying, the caller should:

• register the death of the person the funeral is for
• check that they're eligible for Funeral Support Payment by completing the eligibility checker
• consider giving their funeral director consent to speak with us about the application
• get details of the assets belonging to the person the funeral is for, if they are over 18

These assets could be:

• up-to-date bank statements for any private bank accounts belonging to the person who died
• details of any cash left by the person who died
• details of any money due from life insurance policies
• details of any money due from pensions or burial clubs

If the caller is unable to provide information about the person who died’s assets, let them know we can still carry on with the application. We will look to obtain details about the assets and may need to write to them to verify some information. If the person who died had assets, once these become available, they may need to be used to repay any Funeral Support Payments before any inheritance is paid. See more in the Recovery of funeral costs from a person’s estate guidance.

Advise the caller that the application should take between 10 and 30 minutes to complete, and, in order to process the application, we will need the following information:

• their National Insurance number
• the National Insurance number of the person who died, if available
• details of the funeral director
• any travel receipts or funeral bills they have so far

National Insurance Number

If the caller does not know their National Insurance Number (NINO), advise them they can find this on any correspondence they have received from the Department for Work and Pensions.

Let them know we can still complete their application, but tell them it’ll take longer to process.

Appointee or power of attorney

The caller may have a legal right to apply for someone else, for example, if they’re an appointee or have power of attorney for someone who cannot manage their own affairs.

The appointee should be able to provide all the necessary information in relation to the client and their details will be captured.

Where do you live?

Ask the caller if the client lives in Scotland, England, Wales, Northern Ireland or a country outside of the UK.

To be eligible for Funeral Support Payment, the client must be ordinarily resident in Scotland.

If the caller tells us they live in Scotland, then you can progress the application.

If the client lives in England, Wales or Northern Ireland

The following message will appear on screen which you should read to the caller:

‘Based on what you have told us you may not be able to get Funeral Support Payment. This is because you said you do not live in Scotland.

If you have a life set around an address in Scotland but live elsewhere some of the time, you may be able to get Funeral Support Payment. For example, your children go to school here, you have a registration with a doctor or another purpose for being in Scotland.’

If the client confirms that they are ordinarily resident in Scotland, progress the application.

If the client lives in England or Wales, advise them they may be able to get Funeral Expenses Payment, or if they live in Northern Ireland, they may be able to get Funeral Payment.

If the client lives outside of the UK

The following message will appear on screen which you should read to the caller:

‘Based on what you have told us you may not be able to get Funeral Support Payment. This is because you said you do not live in Scotland.

If you have a life set around an address in Scotland but live elsewhere some of the time, you may be able to get Funeral Support Payment. For example, your children go to school here, you have a registration with a doctor or another purpose for being in Scotland.’

If the client confirms that they are ordinarily resident in Scotland, progress to the application.

If the client confirms that they live elsewhere, ask if they wish to continue with the application.

You should also advise the client of support which is available to them:

• support or someone to talk to, contact Cruse Bereavement Care on 0845 600 2227
• if you'd like any advice or information about what to do when someone dies, visit what to do after a death in Scotland
• if you'd like help with your application, call us on 0800 182 2222 or direct them to their nearest Citizen's Advice Bureau
• if they live in England, Wales, or Northern Ireland, they can apply for Funeral Expenses Payment, if they meet the eligibility criteria

Age of the person who died

Ask the applicant the age of the person who died, select the relevant response:

• 18 or over
• 16/17 years
• 0-15
• stillborn (more than 24 completed weeks of pregnancy)
• pregnancy loss (less than 24 completed weeks of pregnancy)

If the caller advises that the death refers to a pregnancy loss (less than 24 completed weeks), advise the caller that Funeral Support Payment cannot be paid for pregnancy loss.

Stillborn

If the caller informs us there was a stillbirth, we should ask the caller:

1. 'What was the date of the stillbirth?'
2. Enter the date they give you
3. 'Did the hospital arrange and pay for all funeral costs?'

If the caller says the hospital did not pay all funeral costs, go to the next question. For example, the client may have paid for flowers or a headstone.

If the client tells us the hospital did pay for the funeral and they did not have any other costs, the following message will appear on screen which you should read to the caller:

'Based on what you’ve told us, you may not be eligible to get Funeral Support Payment. This is because you’ve already had help from your hospital to arrange and pay everything for the baby’s funeral.

If you incurred any costs that were not covered by the hospital, for example a headstone or flowers, you may be able to get Funeral Support Payment.'

Ask the caller if they wish to continue with the application.

You can also advise the client of support available for them:

• to talk to someone, contact Cruse Bereavement Care on 0845 600 2227 or see Stillbirth and infant death guidance for more specialised support
• if you'd like any advice or information about what to do when someone dies, visit what to do after a death in Scotland
• if you'd like help with your application, call us on 0800 182 2222 or direct them to their nearest Citizen's Advice Bureau

Relationship to the person who died

We need to determine if it was reasonable for the client or their partner to have accepted responsibility for the costs of the funeral.

Ask the caller their relationship to the person who died.

Qualifying benefits

We need to know what qualifying benefits the client or their partner receives.

Ask if the client has a partner first before asking further questions about benefits.

• ask if the client or their partner (only if partner is not the person who has died) are receiving any of the benefits on this list or
• have recently applied for, but not received, an award decision

If the client’s only benefit is Housing Benefit, advise that the client will need to send in a copy of their Housing Benefit Award letter (they will have received this from their local council).
If the client or their partner are not in receipt of any benefits (or claim made), they will not be eligible.

Ask the caller if they wish to continue with the application.

Responsible for Funeral Costs

Ask the caller if they or their partner are responsible for the funeral costs.

This usually means the client will be named on the funeral bill, but this may not always be the case.

Advise that the client or their partner must provide information to show that they, or their partner, are responsible for the funeral costs.

See Funeral responsibility guidance for more information.

If the caller answers ‘No’, then the system will show the following message:

‘Since you (or your partner) are not responsible for the funeral costs, you may not be able to get Funeral Support Payment.

Usually, it is reasonable for the nearest relative of the person who died to accept responsibility for the funeral costs. A nearest relative could be a partner, child, parent or sibling.

If you or your partner are not the nearest relative, you’ll need to explain to us why it’s reasonable for you to have accepted responsibility.’

Ask caller if they wish to continue with the application.

Where did the person the funeral is for live?

Ask the caller if the person who died lived in the UK (Scotland, England, Wales or Northern Ireland) or a country outside the UK.

To be eligible for Funeral Support Payment, the person who the funeral is for must have been ordinarily resident in the UK on the date of their death.

Advise the client that if the person who died was not ordinarily resident in the UK, then the application may not meet the eligibility criteria. Ask the caller if they wish to continue with the application.

When the funeral took place

Ask the client when the funeral took place or, if it still has to take place, if they know the planned date.

Ask the caller for the client's:

• first name
• last name
• date of birth
• National Insurance number

Your address

Ask the client for their postcode.

If the client does not have a postcode, select ‘No postcode’.

If the client does not have a permanent address, select the appropriate box.

Ask the caller for the following details about the person who has died:

• first name
• last name
• date of birth
• date of death
• National Insurance number, not relevant where deceased is less than 16 years old

Deceased person's address

Ask the caller:

• where did the person who died live?
• is it the same address as the client?
• confirm deceased person’s postcode
• if the address does not have a postcode, select ‘No postcode’
• if the person who died did not have a permanent address, select the appropriate box

Partner details

​You will have confirmed if the client has a partner when you asked at the qualifying benefits stage. If they confirmed they had a partner, you should ask further questions and record the answers:

1. Ask ‘Does your partner live with you?’
2. Ask for partner’s details
   1. partner’s first name
   2. partner’s last name
   3. partner’s date of birth
   4. National Insurance number, not relevant where partner is less than 16 years old

Ask the caller ‘​Has the funeral taken place?’

Ask the caller ‘What’s the date of the funeral (if you know it)?

Ask the caller ‘Did the person who died have a funeral plan or funeral insurance?’

Ask the caller ‘Did you use a funeral director?’

Ask the caller ‘What country did/will the funeral take place in?’

There are limited circumstances where a client can get Funeral Support Payment for a funeral held outside the UK.

Ask the caller ‘Was it a burial or cremation?’

If burial:
Ask ‘Is a pre-purchased burial plot is being used?

If cremation:
Ask ‘Did the client had to pay for the removal of medical devices?

If the client is using a funeral director to arrange the funeral, they would tell us this in the funeral details section.

Ask the caller if they consent to Social Security Scotland contacting the funeral director to get details of the funeral costs.

Explain that if they give this consent, the client will not need to send in verification of costs and this means that their application can be processed faster. Ask the caller to inform the funeral director that they have given Social Security Scotland consent to contact them.

Ask for funeral director’s details. Record in appropriate fields:

• name, company name (not an individual’s name)
• town or city, client may not know full address but should know town/city
• postcode, if known
• phone number, if known

Ask the caller if they consent to Social Security Scotland paying the full Funeral Support Payment award directly to the funeral director.

Ensure the client is fully aware that consent means the full award (including any costs the client has already paid for) will be paid to the funeral director towards the funeral bill.

Ask ‘Do you need to pay for travel costs?’

If ‘No’, carry on with the application.

If ‘Yes’, ask if the client has or will incur travel costs for either of these journeys:

• to arrange the funeral (this is likely to be travel from the client’s home address to the funeral director’s premises)
• to attend the funeral (this is likely to be from the client’s home address to where the funeral is taking place)

Only the costs of one of these journeys are allowed.

If you deem the costs for this journey reasonable, then evidence will not be requested.

Ask how the client made the journey/what costs they incurred.

Enter the cost or miles travelled (for car) against the relevant mode of transport.

Documentation costs are payable for:

• additional death certificates required to release funds from the deceased’s estate (i.e. to release money that can be used towards funeral costs)
• medical certificates (does not apply in Scotland)

If the person who died was under 18, then these costs do not apply.

Ask if the client has or will incur costs to buy additional death certificates required to release funds from the estate.

This is likely to be required to provide to banks, insurance companies, or others. Record the costs.

Standard costs to buy additional death certificates when registering death are:

Ask if the client had to pay for a medical/doctor’s certificate and record the cost. This cost is not relevant if the death occurred in Scotland.

The amount is variable dependant on area in England/Wales/Northern Ireland where death occurred. Record costs.

You now need to ask for information on the estate of the person who has died. The client may need to have paperwork available in order to answer these questions.

The client may also need a call back in order to collect the relevant information required here.

This is not relevant where the person who died is under 18 years old.

Ask if the deceased has left any funds that are accessible and available without confirmation to be used to pay towards funeral costs.

Refer back to the question about costs for documentation to release funds from deceased estate. If the caller has requested costs in this question, it would suggest there are funds to be released.

1. Ask if the person who died left any money in bank accounts. Do not take the details of any money held in joint accounts.
   
2. Ask if the person who died left any cash not in bank accounts.
   
3. Ask if any money has been received from an insurance policy in the deceased's name. This does not need to have been received by the client.
   
4. Ask if any money has been received from the person who died’s occupational or work pension. This does not need to have been received by the client.
   
5. Ask if any money has been received from a burial club in the name of the person who died.
6. Ask if any money has been received from a war pension funeral grant in the person who died's name.

You now need to ask for information about whoever is managing the estate of the person who died. This person is known as the executor or administrator.

You may also need to call the client back in order to collect the required information.

This is not relevant where the person who died is under 18 years old.

Who is managing the assets of the person who died?

In this section, you need to find out if someone has been appointed to manage the estate of the person who died.

Ask the caller 'Has someone applied to the courts for permission to collect any assets, pay any debts or sort out any remaining assets belonging to the person who died?’.

Details of the person managing assets

If the answer to the previous question was ‘A solicitor’ or ‘Someone else’, then you need to collect the name and contact details for whoever is managing the assets of the person who died.

Ask the caller for the following details for the person managing the assets:

1. First name
2. Last name
3. Phone number
4. Full address

Appointee Details

Ask the caller for the following details about the appointee:

• first name
• last name
• date of birth
• National Insurance Number

Appointee Address

Ask the caller for the following:

• postcode
• appointee address
• if the address doesn't have postcode, select 'No postcode'

Ask how the client would like to be contacted about their application.

Select the appropriate option:

• BSL video call
• letter
• phone call

If phone call:

• ask for the client’s phone number
• ask what type of phone number this is

If mobile or mobile and text:

• ask if the client wants to get text updates about their application
  

Ask what the client’s preferred language is (all decisions will be notified in writing, so we need to know this regardless of contact preference).

Ask if the client requires letters sent in a different format:

• Audio
• Braille
• Easy Read
• Large Print
• No Alternate Format

Only ask for this information where the client has not provided consent to pay the funeral director.

Advise the client that Social Security Scotland only makes payments into UK bank or building society accounts.

The account used does not need to be in the client’s name.

However, the client must have the account holder's permission to receive the payment into that account.

Funeral Support Payment cannot be paid via iMovo, it must be paid into a bank account.

You should ask the client if they have any other information to support their application.

Use the summary page to reflect or confirm information provided by the caller.

Read back and confirm the details with the client.

Amend the relevant information if any of the details captured are incorrect or the applicant wishes to change the response.

The equalities monitoring survey questions have moved into telephone applications. The survey is optional.

Remind the client that:

• their survey answers will not be considered as part of their application
• their survey answers help us to make our services fair and equal
• they have the right to say ‘prefer not to say’ to any of the questions.

If the client does not want to answer the survey questions

If the client does not want to answer the survey questions, remind them they can use ‘prefer not to say’ for all questions.

1. Read the declaration statements as they appear.
2. Ask for the client’s agreement to each statement.
3. Tick the boxes beside each statement on the client’s behalf.

If they agree to all the statements, submit the form.

If the client does not agree with the declaration statements, let them know that you cannot submit the application. This is because these statements represent the client’s signature on the application form.

After the application submission, thank the client for their call.

If the client asks how long the application process takes, you can say:

“If you gave us a mobile number, you’ll get text confirmation to say your application has been submitted. We need all of the information and documents we’ve asked for before we can start processing your application. We aim to send you a letter telling you whether you’ll be paid Funeral Support Payment within 10 working days of getting everything we need.

We'll contact you using the method of contact you chose in the application, if we need to ask you:

• any questions about your form
• for any supporting information.

After the application has been submitted, do this:

1. Thank the caller for their time
2. Tell them the application will now be reviewed
3. Advise them that someone will be in touch
4. Tell the caller that if they stay on the line they have the opportunity to complete a short automated survey about their experience