Looking after our funeral plan customers during Covid-19 outbreak

As the number of Covid-19 cases increases in the UK, we would recommend all members of our association take the following steps to make sure we are able to continue to look after our Golden Charter funeral plan customers in the weeks and months ahead.

  • Check you can login to mygoldencharter.co.uk
    Access live plan information and funeral director invoice amounts (FDIAs) at any time, with no need to call or email. If you can’t remember your password, simply reset it by clicking ‘Forgotten my login details’ and following the instructions. If you need further support to access mygoldencharter.co.uk, call 0800 833 800 and select option 1 or email sales.support@goldencharter.co.uk

  • Make sure Golden Charter has your bank account details on file
    If you normally receive payment from Golden Charter by cheque, email your bank account name, account number and sort code to fdia@goldencharter.co.uk and note the email address you would like to receive the payment advice. In the event that all Golden Charter employees are required to work remotely, the company will be able to make payments by BACS transfer only.

  • Email invoices and proof of death documentation instead of sending by post
    Email financial paperwork to fdia@goldencharter.co.uk to avoid any potential delays caused by disruption to the postal service or access to their head office.

Golden Charter has also identified the following ways they can support our businesses and help us to meet our customer needs.

  • Enquiry handling
    The company is developing a process that will enable its contact centre team to deal with customer enquiries on our behalf, with resulting sales attributed to our businesses. During particularly busy periods, this could allow us to focus on our at-need customers while making sure we also meet the needs of those looking to make future arrangements. Speak to your Golden Charter business manager to find out more.

  • Paperless applications
    Submitting funeral plan applications electronically through mygoldencharter.co.uk means the information is received by Golden Charter’s system immediately. This provides a faster and more efficient service for our customers without any reliance on post. For login support or to find out about introducing paperless applications to your business, contact the Business Support team on 0800 833 800, selecting option 1, or email sales.support@goldencharter.co.uk

If you have any feedback on the current situation, please contact secretary@saifcharter.co.uk