Frequently Asked Questions (FAQs)

As you prepare your own or your loved one’s final journey, you may have numerous queries you want to clarify. Let us guide you!

The purchaser must have the mental capacity to make purchase.

A beneficiary could be the purchaser or any one named person or any one of purchaser’s immediate family members.

A nominee is one named person to inform the death of the beneficiary to the company. 

No, a beneficiary will have to be identified at the point of purchase.

Instalment period is 6/12/24/36 months period only.

Yes. In the event that any of the Funeral Goods and Services is not available at the time of performance of this Agreement by the Company, the Company will have the right to substitute funeral goods and services similar in style and at least equal in quality of material, workmanship and service level as the Funeral Goods and Services specified in this Agreement. 

No, the contract does not expire. Contract will only end under the termination clause or when the contract is being utilised. 

There is no minimum age. But a person aged 21 years and below will need to provide written guardian’s approval. 

No, the beneficiary is fixed once the agreement is signed. TLG-Family will allow the beneficiary to be anyone of the purchaser’s immediate family only (at the point of activation or when).

Cheque, Bank transfer, Paynow, credit card or GIRO.

Credit card or GIRO only.

No. The instalment period is fixed once the contract is signed. 

When more than 2 instalment payments are outstanding, and payment has not been made within 1 month after written notification by the Company, the contract will be terminated. 

No. Once the contract lapse, it will be treated under the termination policy. 

If the demise of the Beneficiary before the instalment payment is paid, all such unpaid instalments will accelerate and become due and payable prior to the provision of the Funeral Goods and Services by the Company.

If the demise of the Beneficiary is within 7 days from date of agreement, the contract will need to be paid with at–need price. Any other additional or upgrade of service or product not stated in schedule 2.

The nominee will have to inform the company on the death of the beneficiary as soon as possible and provide the following to activate the contract service:  

  1. Nominee to inform the company on the death of the preneed contract beneficiary as soon as possible.  
  2. (TLG-Family) Proof of immediate family relationship between beneficiary and purchaser. 
  3. Death certificate of the beneficiary. 
  4. If death occurred overseas, a Coffin (Import) Permit in relation to the demise of the Beneficiary (the company can provide the service to obtain such permit).
  5. In some cases, additional regulatory certificates, permits and/or approvals in connection with the provision. 

Parents and children: Birth certificates with both parties’ names; Siblings: Both parties’ birth certificates to verify same parents; Spouse: Marriage certificate.

Our subsidiary company, flying home provides repatriation service to bring loved ones back to Singapore. Services such as documentations, permit application and transport arrangement. Once your loved one is in Singapore, we can activate the preneed and arrange for the funeral in Singapore with all the necessary documents provided. 

Contract covers the intended beneficiary does not matter if the purchaser is alive or not. Intended family member is based on the purchaser’s family tree at the point of contract activation or before the purchaser’s demise. 

The preneed contract can be used on deceased with infectious disease, however, there will be additional service charge.

Yes, so long as he/she is a valid beneficiary of the preneed contract. 

Yes, you can. Subjected to additional charges (if applicable) and administrative charges. 

No. Any additional charges from changing the service or product and admin charge will have to be paid full in a separate invoice for it to be updated in schedule 2 of the contract. 

Yes, you can still downgrade the plan. However, no reduction or refund of the Payment Amount will be made in connection with any reduction or amendment to the Funeral Goods or Funeral Services. 

Yes, you can still downgrade the plan. However, no reduction or refund of the Payment Amount will be made in connection with any reduction or amendment to the Funeral Goods or Funeral Services. 

Yes. With a written notice to us within 7 days from date of purchase, you will get a full refund on the base plan and add-on products and service. 

Yes, you may terminate the contract, however the company will retain 20% of total payment and refund you the balance of what has been paid on the base plan, add-on products and service.

  1. Written notice to the company on the request to terminate contract.
  2. Once termination is processed, the contract will terminate with a written confirmation from the company.
  3. The company will retain the 20% of total payment.
  4. Balance of what has been paid for products and services will be returned. Refund may take up to 4 weeks to be processed.  

No.

All preneed contracts will be fulfilled by a nominated third-party funeral director should the company ceases operations. For partially paid-up contracts, full payment must be made to the nominated third-party funeral director before fulfilment of the contract.

So long as the funeral procession is executed in mainland Singapore (excluding outlying islands). 

Force majeure.

Force majeure. 

Contents accurate as on 25 September 2024. Please contact our consultant at 8500 1000 for more updated information.

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