If you have any questions about our plans, don’t hesitate to call our friendly UK based funeral planning specialists on 0800 014 9112

Avalon provides a range of pre-paid funeral plans designed to take care of the details so your funeral will be just as you wanted, when the time comes. We’re always here to provide ongoing help and support to all our clients. Here we answer some of your most frequently asked questions.

What does my plan include?

Your plan guarantees the Funeral Director’s services at no extra cost to you or your next of kin, providing your plan is fully paid and the funeral is carried out by the Funeral Director allocated by Avalon. Your plan also includes an allowance towards the disbursements cost. The Funeral Director and the disbursements allowance are stated on your plan certificate. Your plan will also include any additional services you’ve selected and have made payment for or are making payments for.

If you purchased a plan with a Fixed Monthly Payment (insurance policy) your payments must be up to date and you must have had your plan for a minimum period of 2 years to use the plan.

What's not included?

Avalon’s range of funeral plans does not include additional services that you may have requested but have not or are not making payments for (such as funeral flowers, obituary notices, memorials or a wake).

For our Balmoral, Highgrove and Windsor Way funeral plans, there is a disbursement allowance of £1,000 plus annual uplifts in Consumer Price Index (CPI). The funeral plan does not include disbursement costs above this allowance.

If you choose one of our funeral plans for burial, the plan does not include the purchase of a burial plot.

If you die outside the UK mainland or Northern Ireland, the plan does not include the cost of repatriation.

Our Cremation Only Plan does not include a service. It is a simple, unattended send-off without a service or mourners. The Cremation Only Plan includes the collection of the deceased in a suitable dignified vehicle from the place of death, the provision of a standard coffin, and all third-party costs covered.

How much does an Avalon plan cost?

We have three standard plans (Balmoral, Highgrove and Windsor Way) that vary in price depending on what kind of funeral you want and the features you require. We also offer a Build Your Own plan and the price will be dependent on the level of services and benefits you have selected. Please refer to our price list for further details.

How do I pay for my Avalon plan?

You can pay in full with a single payment or by instalments. Instalment plans are available with a fixed term of up to 15 years. Instalment charge of 5.2% per annum is charged on instalment plans with a term greater than 12 months.

Are the plans flexible?

Yes, you can add items to our three set plans and Build Your Own plan for an extra cost, e.g. a church service. Our Cremation Only plan is a set price plan only available online and cannot be added to.

What are Funeral Director's fees?

Funeral Director’s fees cover all the elements of the funeral that are provided by the Funeral Director directly. They include but are not limited to, the provision of Funeral Director services, supply of a coffin, and care, preparation and transport of the deceased.

Can I choose my Funeral Director?

We have an extensive UK-wide network of reputable Funeral Directors to fulfil the funeral arrangements in the future. When you purchase your plan we will allocate a Funeral Director. If you have a preferred Funeral Director we will do our best to allocate your plan to them, but this is not always possible. If it has not been possible to allocate your plan to your preferred Funeral Director we will choose an alternative one for you. If the Funeral Director we have nominated is not acceptable, please contact us to discuss alternative Funeral Directors who could provide the funeral.

What are Disbursements?

Disbursements are the payments associated with the funeral that the Funeral Director makes on your behalf. They include the cremation or cemetery fee, Doctor’s fee and Minister’s fee. Your plan covers Disbursement Costs up to a pre-determined limit. Please see our price list for the current amount of this limit. This allowance will increase annually on 1st July in line with increases in the Consumer Prices Index (CPI). There may be a balance to pay at the time of need if the actual disbursement costs paid on your behalf by your nominated Funeral Director are more than the limit plus the annual uplifts in CPI. This could happen if you live in an area where disbursement costs are high or disbursement costs rise much more than increases in the CPI.

How do I cancel my plan and will I get a refund?

We hope that every Avalon customer is happy with their funeral plan. However, if your circumstances have changed and you want to discuss your options, please get in touch by calling 0161 486 4544.

If you do decide to cancel your plan in writing within the first 30 days, you will receive a full refund. If you cancel your plan after 30 days, you will receive a refund minus a cancellation fee of £395. If you have a Cremation Only plan and cancel after 30 days, you will receive a refund minus a cancellation fee of £95. Our cancellation policy is set out in full in your Key Features document and Terms & Conditions. For more information, please email info@avalon-trustee.co.uk.

Can I make changes to my plan after I have taken it out?

Yes, just contact us to make changes to your plan. If you wish to add extra services, additional costs may apply. This option is not available on our Cremation Only plan.

Where is my money invested?

Your money is securely invested in the Avalon Funeral Trust No.3. The funds in Trust are held separately to the Company and managed by Independent Trustees to ensure your money is protected. An actuarial valuation is performed annually to ensure there are sufficient assets to meet the future payments to Funeral Directors.

Will there be anything more to pay at the time of need if my plan is fully paid?

If the plan is fully paid, the plan will cover the Funeral Directors Fees & Services in full. If the actual disbursements paid via your nominated Funeral Director are less than pre-determined limit plus the annual uplifts in CPI, the disbursements will also be covered. If the actual disbursements paid via your nominated Funeral Director are more than pre-determined limit plus the annual uplifts in CPI your next of kin will be asked to pay the difference between the two amounts.

What happens if I die before all my instalment payments have been made?

For extra peace of mind, if you choose to pay for your funeral plan by instalments over two or more years, you can benefit from our Avalon Promise. It means that if you die before all your instalments have been made, Avalon can cover the costs of all the services included in your chosen plan.

If you’ve bought a Balmoral, Highgrove or Windsor Way funeral plan, or a Build Your Own plan online, on or after 1st January 2019 in the UK, and you’ve chosen to pay over two years or more, you’ll benefit from the Avalon Promise. The Avalon Promise comes into effect when your plan has been in place for 12 months.

If your plan is not covered by the Avalon Promise and you die before all instalments have been paid, your representative will have two options. They can either pay the outstanding balance before the funeral, or cancel the plan in writing and we will return all payments, less a cancellation fee of £395 for standard plans or £95 for our Cremation Only plan.

Find out more about the Avalon Promise.

Can I buy an Avalon plan for someone else?

Yes, you can buy an Avalon plan for someone else, and many of our customers have bought a plan for another family member.

Will I be asked questions about my health?

No, there are no health questions. Your Avalon plan is guaranteed to be accepted.

How do I let Avalon know about a change of address?

Avalon can change the address on your plan at no extra cost, as long as you let us know before the time of need. If necessary, we will assign you a new nominated Funeral Director. Please contact us by emailing customerservice@avalonfuneralplans.com or calling 0161 486 2020. Please provide your Avalon plan number, previous address and the new address you have moved to.

What happens if I move to another country?

If you move to one of the European countries that Avalon operates in, you can take your plan with you. Please contact us by emailing customerservice@avalonfuneralplans.com or calling 0161 486 2020. Please provide your Avalon plan number, previous address and the new address you have moved to.

Can I change my nominated Funeral Director?

Yes, you can choose another Funeral Director from the reputable Funeral Directors that partner with Avalon to fulfil your funeral plan. However, on occasion this may not be possible. This option is not available for our Cremation Only plan.

Can I specify personal requests for my funeral?

Yes, you can make a record of any personal requests, such as music, dress code and personal themes you may like at your funeral, and we will pass these on to the Funeral Director at the time of need. This option is not available for our Cremation Only plan.

Are all disbursements costs covered by the plan?

Disbursements are funeral costs that are not Funeral Director fees. This may include things like doctor’s fees, minister’s fees, the costs of cremation or burial. Avalon funeral plans come with a contribution towards disbursements which increases in value every year in line with the Consumer Price Index.

We cannot guarantee that your disbursements contribution will cover every cost associated with your funeral. On average, families only pay £146* extra on top of the pre-paid disbursements contribution for cremation related disbursements.

*average paid from January to June 2018

Does all the money I pay go towards my funeral?

When you buy an Avalon funeral plan, the money for your funeral goes into an independently-held Trust. The money is kept securely in the Trust until the time of your funeral.

We only sell funeral plans. Part of the cost of your plan helps us cover things like team member salaries, our 24-hour bereavement line, marketing our plans on behalf of local, independent Funeral Directors, and managing your plan until you need it.

What is the Avalon Promise?

For extra peace of mind, if you choose to pay for your funeral plan by instalments over two or more years, you can benefit from our Avalon Promise:

  • If you pass away before you have completed paying for your funeral plan, we will cover the costs of all the services included in your chosen plan
  • The Avalon Promise comes into effect when your plan has been in place for 12 months and all instalments payments are up to date
  • Your family can focus on celebrating your life, without worrying about the cost

Find out more about the Avalon Promise for more details and the full terms and conditions.

Am I eligible for the Avalon Promise?

If you’ve bought a Balmoral, Highgrove or Windsor Way funeral plan in the UK on or after 1st January 2019, or bought a Build Your Own plan online, and you’ve chosen to pay over two years or more, you’ll benefit from the Avalon Promise.

The Avalon Promise comes into effect once your funeral plan has been in place for 12 months, as long as the instalment term would have been paid no later than by your 80th birthday.

Find out more about the Avalon Promise for more details and the full terms and conditions.

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Why choose Avalon

Peace of mind with the Avalon Promise

For extra peace of mind, if you pass away before your plan is fully paid, Avalon can still provide all the services outlined in your plan. We’re the only provider that works with local independent Funeral Directors to offer this security.

The UK’s most trusted funeral plan provider

We have over 2,000 reviews on Trustpilot and are rated 'Excellent' by our customers. For over 25 years we’ve helped over 70,000 people feel reassured their funeral is planned and paid for.

Safe and secure

Your money is kept in an independent Trust and we are regulated by the Funeral Planning Authority.

Local Funeral Directors

We work with over 1,800 local, independent Funeral Directors – that’s more than the Co-op (1,079) or Dignity (1,200) which means you can feel reassured you and your family will have support close by.