NFDA members often receive price inquiries by phone. Sometimes these requests are clearly from families who are searching for a funeral home. Other times, the calls come from businesses, such as a funeral concierge service or other commercial entity that compiles pricing information and sells it to funeral consumers. Regardless of who is making the call, funeral homes may not refuse to provide price information over the telephone.
Under the Funeral Rule, funeral providers must give out pricing information to all persons who call – not just consumers. Your obligation includes:
Disclosing Prices Over the Phone
The Funeral Rule requires funeral directors to answer telephone inquiries regarding funeral services and prices. Therefore, if you receive a call from a business or consumer asking about the cost of various goods and services, you MUST provide that information over the telephone. This requirement applies even though the company is not a consumer.
Mailing or Faxing a Price List
The Funeral Rule only requires funeral homes to distribute a GPL if there is a face-to-face discussion involving funeral prices, arrangements, services or goods. Therefore, you are not required to mail or fax your GPL to a consumer, business or anyone else who calls and requests a price list. It is up to you to determine whether you want to honor that request, but you are not required to do so.
If you have questions about your responsibilities under the Funeral Rule, as an NFDA member you may contact NFDA General Counsel Scott Gilligan for a complimentary consultation (firstname.lastname@example.org or 513-871-6332).