DIFFICULT TO FIX PRICE OF FUNERALS
Funeral directors CNA spoke to – who were not part of the association – echoed Mr Hoo’s point on the diversity of client’s requirements, which made it challenging to list package prices.
Those who did list prices on their websites said that these were “standard” or “basic” packages, with extra costs likely to be incurred with add-ons.
Funeral director Vincent Ng pointed out that funeral arrangements were “quite personalised”.
“Many times, the family of the deceased added items to the standard packages during the process which resulted in actual payment differing from website prices,” the founder of funeral parlour A.LifeGrad said.
Costs may also change as the wake progresses. For example, the company provides clothes for bereaved family members. But some customers request more clothes for changing and exceed the amount provided, resulting in additional costs, Mr Ng said.
“Drinks are also included based on a fixed number of packets. However, consumption may increase if they have a lot of visitors. All these are also chargeable. You can’t really say that the ultimate price differs from the quote as all these are additional items,” he said.
Another funeral director Eugene Tan agreed, saying: “It really is not possible to have an all-in-one inclusive package because of the customisation.
“We try to be as transparent as we can. The way I design my packages is everything that can be expected, I have already included it. But there are some things we cannot expect until we meet the client,” said Mr Tan, who is the founder of Empathy Funeral Service.
Both Empathy Funeral Service and A.LifeGrad list the prices of the packages offered on their websites, along with a catalogue of what the package includes. A.LifeGrad even goes so far as to list what is excluded.
Passion Bereavement Care’s funeral director Deborah Kang said that while she understands and agrees with the study’s findings, these practices are due to the nature of the funeral industry.
“One reason funeral service providers might be reluctant to disclose package prices in advance on websites is that services often need to be customised based on the specific needs of the client,” she said.
Instead of listing prices, she prefers talking directly to the client to give them an accurate price based on their needs.
PROBLEMS WITH LISTING PRICES
Even with packages listed on their website, Mr Tan said some clients do not read the listing or focus only on the price.
“Even if they do read it … I don’t think (they) understand the things that are inside,” he said. “I tell you that this is a Buddhist table and set up, then you’re like okay. Do you really know what it means? You don’t really know.”
He cautioned customers against going for the cheapest funeral package when comparing prices between providers. These often come with additional costs that are not listed, he said.
If the funeral director fails to inform customers of possible additional costs, that would be a red flag, Mr Tan said, as it is very likely that packages listed only include basic products.
Basic products for a Buddhist funeral package, for example, include tentage, tables, chairs, chanting by monks and offerings, but may exclude post-cremation services.