F A Q

The Eternity Tree Funeral Plan FAQ

Below are the most popular ones but if you have others please call us on 03300 583290 or email us at info@theeternityfuneralplan.co.uk.

We pride ourselves on our transparency and our honest approach to answering the many questions clients have put to us over the years.

The Eternity Funeral Plan is a Private limited company situated at 555 Smithdown Road, Liverpool, England, L15 5AF.

We are a pre-paid funeral plan provider and are registered in England and Wales under company number 13041258.

In order to protect yourself from the rising cost of funerals in the UK, you have the option of taking a plan out with Unique Funeral Plan which will lock in the price of your funeral today. The cost of a funeral is rising rapidly and Eternity Funeral Plan is the only provider that is able to refund your plan money and pay for your funeral in full after 15 years.

Any UK resident over the age of 18 is able to purchase one of our plans. None of our plans have medical or age restrictions.

Yes. You can buy a joint plan and will have this option at checkout.

Joint plans qualify for a 5% discount on the total price. Unlike most other providers who offer little to no incentive for couples, we believe that this should not be the case and have tried to reduce the burden for you just that little bit more.

Absolutely not. The price you pay when you take out a plan with us is final. There will be no extras, or service charges charged either at the time of purchase or at a later date. There are of course, optional extras that we can accommodate should you wish for something extra special at your funeral however these are entirely at your discretion and no salesperson will call regarding these.

Depending on your request, these options may be supplied either through us or your Nominated Funeral Director. Your request may be covered through your Plan. If it isn’t this cost would have to be made from either your loved ones or your estate.

Your next of kin, agent or representative must contact Eternity Funeral Plan immediately.

Please note that no arrangements should be made without first contacting us as this could result in a delay and could result in cancellation of your plan.

If you have chosen a specific funeral director then we will contact them, but in most cases, we will use one of our high-quality Funeral Directors from our UK network to fulfill your plan for you.

Upon contacting us, we will talk over the plan with your loved one, representative and/or agent and if there are no monies owed, we will take care of all the necessary arrangements with your Nominated Funeral Director.

Please note that no funeral can go ahead without the registrar’s certificate and so we ask that this is passed onto us or your Nominated Funeral Director as soon as we have agreed upon fulfillment.

Any extras that were not included in your plan at the time of purchase can be paid for at the time as well.

Here at Eternity, we understand how difficult it is to lose a loved one and realise that the last thing you need to be doing is settling bills and invoices, this is why all monies are settled between ourselves and your Nominated Funeral Director directly all except for third party allowances which are settled directly between Eternity and your family, agent or representative. If there are extras in your plan, such as the acquisition of a burial plot (which neither our nor any of our competitors’ plans cover) then they will have to be settled between yourself and the relevant third party.

We have a number of Eternity Funeral Plans for you to choose from and each one comes with its own special set of features. We have tried our utmost to make our plans as inclusive as possible however there are some extras that you will need to cover when the time comes, these are carefully outlined below:

All of our plans cover the Nominated Funeral Director’s fees, that means that all the essential parts of your funeral will be taken care of regardless of what plan you take out with no further costs to your loved ones. Your plan also includes an allowance towards disbursements costs. The Nominated Funeral Director and the disbursements allowance are stated in your plan certificate. Your plan will also include any additional services you’ve selected and have made payment for or are making payments for.

Your Eternity Funeral Plan can be called upon at anytime after the first 12 months of its creation.

Eternity Funeral plans does not include additional services that you may have requested but have not or are not making payments for (such as obituary notices, memorials or a wake).

The Prestige Plus plan does include both a catering and floral contribution as standard

For The Prestige and The Prestige Plus, there is a Third-Party Disbursement Allowance of £1,350 and £1,500 respectively which will increase annually in line with the Consumer Price Index (CPI).

For The Essence, there is a Third-Party Disbursement Allowance of £850 which will increase annually in line with the Consumer Price Index (CPI).

For the Exclusive, there is a Third-Party Disbursement Allowance of £500 which will increase annually in line with the Consumer Price Index (CPI).

If you opt for a funeral, your plan does not include the purchase of a burial plot.

If you die outside the UK mainland or Northern Ireland, your plan does not include repatriation, although this can be arranged at an additional cost.

Our Purity Plan is a simple unattended plan, with provision for a service or mourners. The Purity Plan includes the collection of the deceased in a suitably dignified vehicle from the place of death and the provision of a standard coffin.

All of our funeral plans are Eternity in that they offer a 15-year Plan Fee Refund and Funeral Pledge. This means that if your plan has not been called upon within 15 years of you taking it out, Eternity will refund your plan money and your plan will remain active. We believe that we are the first, and only, company that is able to do this.

Once your plan has become activated, you will receive your Redemption Certificate, with a Eternity plan reference number on the front. Please store this certificate in a safe place as without it, your claim may be delayed and you may be liable to pay a £75 admin fee in order to receive a replacement. The procedure for obtaining your refund is as follows:

  • 15thyear as a Eternity Funeral Plans customer lapses
  • You locate your Redemption Certificate and send it to us by post (please send it recorded delivery) as we only accept originals
  • Our team will carry out any necessary security and anti-fraud checks (this may include a phone call)
  • Once we are satisfied that all requirements have been met, your refund will be processed and sent out to you by bank transfer
  • Your original plan certificate will stay valid for the plan that you have purchased
  • You will receive your refund within 30 days
 

If the plan is called upon before the 15thyear, we will fulfill our obligations as outlined in your plan terms and conditions and pay for your funeral as normal. The key features document in your welcome pack will outline all of our plans and your plan literature will outline the exact features of what you have purchased. You will still benefit from a funeral plan that is up to 18% cheaper than other providers.

When you take out a plan with Eternity, you will have 30 days to cancel your Plan with a full refund being made to you within 30 days of you notifying us of your decision. Your plan benefits are valid from exactly 12 months after your purchase. For example, if you were to take out a plan on January 1st 2024, your plan would be valid from January 1st 2025. If you decide to cancel the plan after your 30-day cooling off period, there may be a small administration charge to pay.

Your plan money is 100% safe. All customer funds are transferred to an independent trust, in our case, the Sterling Trust, which then manages money on our behalf. Plan money is 100% ringfenced (kept separate) from Eternity Funeral Plans and so, in the unlikely event of Eternity Funeral Plans going out of business, your refund and your funeral are 100% safe and secure. The Sterling Trust only uses trusted, regulated investment managers in order to ensure that your funds are being used to the best of their ability.

When you purchase a plan from Eternity you will have the option to nominate a next of kin on your application form online. Once this has been confirmed and, if the plan is called upon, we will, in the first instance expect contact from that named party in order to use the plan’s benefits. Please note that you must inform a member of our team if your next of kin changes at any point.

You can purchase any Eternity Funeral Plan either upfront or, you can choose to spread your payments over 1, 2, 3, 4 or 5 years. Please note however that the 15-year Personal Refund and Funeral Pledge will only start after the final payment has been made, for example, if you take out The Prestige Plus and opt to pay over 2 years, your refund will be made to you in 17 years. This is why we always recommend paying for our plans upfront if you can afford to.

Yes. This will, of course, reduce the balance you owe. If you would like to make an overpayment at any time, please contact a member of our team on: 03300 583290 or email us at team@theeternityfuneralplan.co.uk.

We understand that everyone’s circumstances are Eternity, just like us and so we ask that you contact us as soon as you realise there may be an issue with you fulfilling your obligation to us.

We can usually reach a resolution over the phone and will hopefully come to a financial agreement, however if you miss 3 consecutive payments, we will be forced to cancel your plan and send only what has been paid to us so far (minus our £249 cancellation fee) to your Nominated Funeral Director.

If you do miss a payment or consecutive payments, any obligation to fulfill your plan will be at our absolute discretion.

Yes. In order to upgrade your plan, you will need to contact a member of our team on: 03300 583290 and they will be able to arrange this for you. You will only pay the price difference of the plan at the time and your 15-year Personal Refund and Funeral Pledge will remain intact.

Yes. Whenever you choose to spread your payments over a period, you will need to pay a deposit in order to start your agreement. This amount is deducted from your term payment automatically and is reflected in your monthly debits to us. The deposit is currently £249 per plan purchased.

We accept all major credit cards and if you want to spread your payments over time, then this is done by a simple Direct Debit.

In the highly unlikely event that we are unable to fulfill your plan for any reason, we will contact you in writing to inform you of this. We will then refund your plan money within 30 days. We will have no further obligation to fulfill your plan and no interest will be paid out.

We feel that it’s important that you feel comfortable with every aspect of your Eternity Funeral Plan so we have different payment date options that will allow you to choose the most convenient date for you. Our default is the 1stof every month, but please feel free to let us know if this does not suit you.

If you cancel within 30 days of the start date of your plan you will not have to give a reason and you will receive a full plan refund.

If you cancel after 30 days of the start date, Eternity will refund your plan in full less a cancellation fee of £249.

In the case of any cancellation, Eternity is under no further obligation to fulfill your plan. All cancellations must be made in writing and all refunds will be due within 30 days of receiving your request.

Please also note that no interest is payable on any plan monies at any time as a funeral plan is not an investment product.

Yes. You can transfer your plan to anyone you wish at anytime. We will need to receive your request in writing however as we will need to issue a newplancertificate and Redemption Certificatetoenable them to receivetheir 15-year Personal Refund and Funeral Pledge. Alternatively, you can choose to retain the Redemption Certificate to receive the refund yourself.

Please feel free to contact us at anytime using either the Contact Us link on the website or emailing us on: team@theeternityfuneralplan.co.uk. Alternatively, you can call us on: 003300 5832903.

If you do not end up using your plan up to 3 months after the date of your death, your plan will be considered null and void and we will not repay any monies owed. 

If you would like to make a complaint, please let us know in the first instance. You can write to or call us at any time. We ask that you have your plan certificate to hand when you call or email so that we can assist you as efficiently as possible.

We will contact you within 7 working days in order to aim to resolve your dispute and have a target of 14 days in order to have your case closed to your satisfaction.

If you are still unsatisfied with our response, then you are encouraged to go via the Online Disputes and Resolution Platform in order to proceed further. They are available via this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Eternity Funeral Plan will only ever collect your data for the purposes of providing you with a funeral plan service. We will never sell your data on.

Our agreement is governed under English Law and only yourself or your nominated next of kin / representative party as stated on your application form is authorised to contact us. If you have not authorised or named another party on your account, we will not be able to liaise with them for safety and security reasons.

At Eternity Funeral Plan, we understand that this is an extremely distressing time for both yourself and your family and so have made sure that calling upon your funeral plan when the time comes, is as simple as possible. Upon the passing, your representative or family member only needs to call one of our dedicated team on: 03300 583290 and we will handle everything, right down to the last detail that you requested. We will also be in touch throughout, and after, the process in order to ensure that everything runs as smoothly as possible.

Yes. At Eternity, we are so confident in our ability to provide you with the best possible option for your money, that not only will we refund your plan in full on its 15thanniversary but we will also pay for your funeral, in full. That is our Eternity promise. There is no catch.

Of course, at Eternity, it is your funeral, your choice. We offer a number of options when it comes to funeral directors; you can either nominate one on your sign-up form, or, allow us to choose one for you. Regardless of how your preferred director is chosen, our quality assurance team will be in constant contact with them throughout the life of your plan in order to ensure their continued financial health and to ensure that they still meet our rigorously high standards. If for any reason, during the course of our ongoing due diligence, we were to identify a problem with your chosen director, such as a fall in their standards or reputation, we would inform you and recommend a different director or, choose one at our own discretion, with your permission of course.

Any money paid towards into a Eternity Funeral plan is exempt from inheritance tax (currently 40% of your estate minus your tax-free allowance), which is very helpful if your estate is liable. The other bonus of taking out one of our plans is that money paid now may not count in care home assessment calculations by your local council, please do check what savings limits your council sets however if this is of concern to you.

At Eternity, we understand that a burial and funeral is a distressing time and so, once you are aware that the burial has taken place, please inform us immediately on: 03300 583290 and a dedicated team member will make all necessary arrangements to pay for your plan in full. Please note that if we are not informed about the plan being in place more than 3 months after your passing, we will be under no obligation to fulfill your plan and any monies paid to your nominated Funeral Director will solely be at our discretion.

If the passing were to happen outside the UK, you would be responsible for any repatriation costs however our team can help arrange this. Eternity would then arrange for your plan money to be paid to your Nominated Funeral Director in the UK.

In the unlikely event that we are unable to fulfill your plan due to circumstances beyond our control, we will cancel your plan and offer you a full refund of any payment that has been made to us. We will be under no further obligation to fulfill your plan once your refund has been issued.

All Eternity Funeral Plans, except for Purity, come with an allowance for 3rdparty payments. These are usually additional costs which, depending on your chosen plan, are not covered as standard.

They can include (but are not limited to): Doctor’s fees, Celebrant and/or Minister’s fees, Burial Plots, flowers and any other special requests you may have for the day.

We kindly ask that you check your plan documentation thoroughly before ordering anything as we are only able to reimburse you, up to the amount that we have agreed upon. We also ask that you order these items through your registered funeral director, or our team can do this for you, as, for security, we are only able to reimburse you for items purchased through VAT registered companies. Once you have purchased your disbursement, kindly send us the receipt and we will transfer the money to you within 30 days. We also ask that all receipts are sent recorded delivery and we are only able to accept originals. Unfortunately, we are unable to pay out for lost receipts and invoices. 

We believe that we have the best value funeral plans in the market and that our 15-year Plan and Refund Pledge is unbeatable. With the above in mind, we have seen that a number of customers have been kind enough to leave their current provider and have elected to choose one of our plans instead. If you would like to transfer your plan over to Eternity, we will cover your cancellation fee for you. All you need to do is, inform your current provider that you are cancelling, purchase one of our plans in full and we will refund your cancellation fee within 30 days. Please not that we are only able to cover your transfer cost if you purchase a Eternity Plan in full.

Depending on which Eternity package you have, your plan will cover a repatriation distance of between 25 to 100 miles. Any distance more than what has been specified in your documentation will be charged for at the Funeral Director’s standard rate and will need be settled directly between your family and them.

As soon as your Eternity Funeral plan has been activated, our nominated will writer will be in contact with you to arrange your basic will. We are constantly updating our list of writers to ensure that only those that meet the highest standards are able to work with Eternity and our customers. If you have any questions about this, please do not hesitate to contact us.

We are seeing a growing number of people electing to create a bespoke funeral package for themselves and here at Eternity our team are highly experienced with this. In the past we have had requests for everything from doves and bagpipes to celebrity speeches and so please feel free to contact our team and we will do our very best to accommodate your request.

This isn’t an issue at all. We do ask however that you advise us of the move and supply us with your new address as soon as possible. This is to ensure that we speak to the best local funeral director in your new area in order to ensure that your service will go as planned. If you do not advise us of your move, and you pass away a further distance than that which is included in your plan, as a resultant of your move alone, then Unique will not be able to fulfill its travel distance obligation. This is why it is essential that you get in touch as soon as you know you are moving. It goes without saying that there is no charge for moving your plan if you move house.

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