Frequently Asked Questions
What can the Plan be used for?
It is to provide a payout to meet or contribute to the funeral and related expenses of each of your Named Person (people who are covered).
Can I take money out if I am short of money?
No. That is not how the Plan works. It is not a savings plan. There is no money “in your plan”. Rather, in return for the payments made to us we promise to make a payout, in accordance with the rules of the Plan, following the passing of each of your Named Person. That payout is only to pay funeral and incidental expenses of the deceased Named Person and is not to be used for any other purpose.
Can I use money for another person’s funeral expenses?
No. It is only for the funeral and incidental expenses of the Named Persons listed on your Plan.
What exactly does the Plan cover?
The Plan provides cover for funeral related expenses and is designed for the sole purpose of paying funeral and related expenses, including the directors account as well as any other associated costs, such as:
- Headstones and plaques to commemorate the named person’s passing.
- Clothing for the family to attend the service and associated functions.
- Travelling and accommodation costs to enable all those who cared for the named person to attend and celebrate their lives.
- Wake costs for a proper send-off.
- Repatriation to return the named person to their home.
How long does the Plan last for?
For as long as you wish it to, and for as long as you continue the regular payments (fortnightly, monthly, quarterly, annually).
Who can be a Named Person?
The Plan is open to all Aboriginal and Torres Strait Islander Persons who at the time application is made are under 70 years of age and have not been diagnosed with a terminal time frame.
What is a 'health level'?
Based on the information you provide, we assign a ‘level’ to each Named Person based on age and our assessment of the Named Person’s health.
How is this 'health level' used?
We use these levels to decide the benefit amount we will offer and the payment required.
How does a Named Person’s age affect classification?
Named Persons aged 65 to 69 will be classified as Level 3. All Named Persons under 65 will be classified as Level 1, 2 or 3 based on the information you provide in the health statement.
Do I need to let you know if the health of a Named Person changes?
Not unless the original information given by you at the time of application was wrong.
Payments and related matters
Can I pay more than my benefit amount?
Yes, though it will many years.
What methods can be used to make payments?
B-Point – using your Visa or Mastercard Debit/Credit Cards
Similar to Direct Debit – more information to come this year!
Direct Debit – from a bank or credit union account
If payments are made this way, it is important that there are sufficient funds in your bank or credit union account on the day your payment is debited, to avoid bank fees and missed plan payments.
Direct Deposit – either at a Commonwealth branch or via internet banking
If payments are made this way, it is important to maintain regular fortnightly payments for your Plan to avoid missing payments.
What will happen if not enough money is left in the account?
It is likely that the bank will charge the account holder a dishonour fee and automatically debit that amount to the account. This might result in the account being overdrawn, which might cause the bank to charge the account holder a further fee. Although the account holder’s bank statements might indicate that these fees have been paid to us, in fact the fees have been charged and taken by the bank.
How long do payments need to be made?
Payments must be made on the frequency you choose (fortnightly, monthly, quarterly, annually). for as long as you wish your plan to continue.
Funeral Plan holders may pay more than their benefit amount.
What should I do if a payment or payments are missed?
If payments have been missed or if you think a payment may have been missed, you should contact us to discuss the matter as soon as possible.
What needs to be done when a Named Person passes away?
When a Named Person passes away, someone should phone us as soon as possible on 1800 622 924 to let us know. Once notification of a Named Person’s passing has been received, our claims department will contact the payee and discuss with the payee what documents and/or other information are required to process the claim.
What documents do you require?
We will generally need at least the following documents to process a claim:
- An official document confirming the Named Person’s passing.
- An official document stating the cause of the Named Person’s passing.
- An undertaking signed by the payee that the payout will be used for the sole purpose of meeting funeral-related expenses.
When will a payment be made?
Once we have received payment from the insurer, we will confirm the identity of the payee and take steps to release the payout.
Can I change my payee at any time?
Yes. Just contact us and we can help you do this.
Can I cancel my plan?
Yes. If you no longer wish to be a Plan Holder, you can tell us that you wish to cancel at any time, although there is no payout available and there are no refunds.
How do I cancel my plan or change a named person?
Simply call 1800 622 924 and we will arrange for a member of the Admin team to call you back.
What happens if I cancel my plan?
If you cancel your plan, we will not give any money back and we will not make any payout on the passing of a person who was a Named Person.
When does a cancellation take effect?
A cancellation takes effect on the date we receive your request, by phone or in writing.
Under what circumstances would you cancel my plan?
If you missed 4 payments in a calendar year and failed to respond to our Customer Service team – who would call you and see if we could arrange an arrears-repayment programme which was affordable for you.
How much money do I get back if I cancel?
We will not give any money back and, we will not make any payment on the passing of any person named on your plan.
Is there a cooling off period?
Yes. The ‘cooling off period’ is 30 days, with a money back guarantee.
Removing Named Persons – Can I remove a Named Person? What happens if I remove a Named Person?
Can I remove a Named Person?
Yes. If you no longer wish some of your Named Persons to be included in your plan, you can ask us to remove those Named Persons.
What happens if I remove a Named Person?
If you remove a Named Person, we will not give any money back and we will not make any payout on the passing of the person removed.
Are there any limitations on payouts?
We will only make a payout by reason of a Named Person’s passing (when a named person passes) for the sole purpose of meeting or contributing to funeral-related expenses. We will require the payee to give a written undertaking that the payout will be used for that sole purpose and may impose other requirements on the payee to ensure that the payout is so used. We will only make a payout to the extent that the required undertaking is given and to the extent that any such requirements we impose are met.
We will only make a payout to the extent that the insurer pays us in respect of the passing of a Named Person.
If information provided to us about the Named Person’s age or state of health was incorrect or misleading, we can limit the payout to the amount we would have been required to pay if we had been given accurate information.
If incorrect or misleading information was given to us fraudulently, we are entitled to treat our agreement with you as if it never existed.
If a Named Person commits suicide or passes away as a result of intentional self-injury, then we have a different process. It is a sad part of life that with the added everyday pressures of modern times, some people take their own lives. We as a company recognise this tragic fact and, whereas many other funeral plans will not make payouts in suicide cases, we will cover named persons for such an eventuality, 12 months after the start of the plan. If the suicide was within 12 months, whilst we wouldn’t make a payout, we would, however refund the costs of the payments which had been made during this first 12 months.
How much will be paid when a Named Person passes away?
The amount depends on:
- Chosen Plan Amount
- Length of time covered
- Health of person at time of joining
Detailed information about what the Plan pays is set out on the Plan Holder Application Form signed by you and will be explained at time of application.
In the event of someone passing, how quickly will payment be made?
Once we have all of the receipts and the necessary documentation (you will be advised exactly what we need), the claim is then sent to our Insurer. Once approved, we will be authorised to make the payment by Bank Transfer. This is generally done very quickly.
Who receives mail relating to my plan?
Any letters or documents relating to you and your Named Persons will be sent to you as the Plan Holder. All mail will be sent to the address you gave us.
IMPORTANT! What do I do when I move or change my telephone number?
You should notify us immediately when you change your address or telephone number. We cannot tell you if you miss payments or anything about your plan if we do not know how to contact you.
What should I do if I receive a letter from you?
If we send a letter, it is important that you read them. If you do not understand any information which we send you, or if you are unsure of anything contained therein, please just call us. We are always happy to explain anything that appears in our letters.
How do I make a complaint?
Read our complaints policy
When will I receive my Plan Holder’s card?
We will endeavour to send your card to you within approximately 6 to 8 weeks after your application is accepted.
What should I do if I lose my card?
Phone us to order a new one. It may take up to 10 weeks before you receive your new card.
What happens in case of suicide?
Aboriginal Community Funeral Plan has always refunded all contributions in case of suicide. We don’t deduct any government fees or administrative expenses.
Aboriginal and Torres Strait Islander community leaders originally suggested that ACFP not pay a full benefit for suicide due to concerns that full benefit payments may be viewed as encouraging suicide.
In October 2017, based on community feedback, our new management decided to fully cover suicides from July 2017. This is a decision based on community feedback and our new management’s personal experience volunteering in the Aboriginal and Torres Strait Islander community.
Suite 216, Level 2, The Strand, 72-80 Marine Parade, Coolangatta QLD 4225
PO Box 1188, Coolangatta QLD 4225