Bereavement — House of Commons, 2021-02-03
Topic: Mixed Topics
Grahame Mark Morris (Labour, Centre-left): As always, the right hon. Gentleman makes eminently sensible points born out of his experience with the all-party group. The three suggestions or demands that I have put forward are those that are identified by the three charities I mentioned earlier, but certainly personally I do agree with him on vaccination, funeral arrangements and so on I would like to ask the Minister to look at the issue of cross-governmental co-ordination and improved focus on these issues. I understand that the hon. Member for Mid Bedfordshire (Ms Dorries) is often identified as the Minister for bereavement. I am delighted that we have the hon. Member for Sutton and Cheam (Paul Scully) as the Minister today, but we certainly need a clear ministerial lead on bereavement to ensure there is proper co-ordination on the issues raised by the right hon. Member for South Holland and The Deepings (Sir John Hayes) and others. Otherwise, bereaved families will continue to slip through the net and be passed from pillar to post, which is distressing and frustrating A bereavement standard would benefit business and the bereaved by providing a clear, concise and consistent process to close accounts when a loved one dies. A bereavement standard would establish, first, an agreed timeframe for companies to respond to bereavement enquiries and settle outstanding customer balances. Members will be aware that the existing arrangements, the Tell Us Once service to which the hon. Member for North East Fife (Wendy Chamberlain) referred, applies only to the public sector, and not to private companies, utilities and banks. Secondly, a bereavement standard would establish a dedicated bereavement customer care direct email channel for each company to handle such cases and avoid customers waiting on calls. Thirdly, it would establish the standardisation of paperwork needed to close an account, with a view to accepting—this is a really important point in the age we live in—digital documents wherever possible. I anticipate that the Minister will, in his reply, refer to the excellent bereavement standard that already exists in the public sector. The Tell Us Once service is working well, ensuring that bereaved people do not have to go through the trauma of telling every single Government Department that they have lost a loved one, but we need exactly the same in the private sector to cover banks, utilities, insurance companies and more: a standard process across all organisations and companies, with specifically trained staff dealing with bereavement and an agreed timescale to close accounts and resolve issues. There is nothing more distressing than when such inquiries drag on for months and months At one of the most challenging times in life, I hope we all agree—this is a cross-party issue; I am not seeking to make a party political point here—that families should not have to spend hours going back and forth with companies, waiting months to close an account. Research from Settld and Cruse Bereavement Care shows that the vast majority of bereaved people described the administration processes as time-consuming and stressful. A quarter found it traumatic, especially having to phone so many individual companies and repeat time and again, "My husband/wife/father/mother has died." The single most important action the Government can take to support families would be to introduce a digital death certificate. This would enable families to close accounts quickly, initiate probate and engage specialist services such as Settld to deal with the administration following a death. When asked to introduce digital death certificates, in a written response, a Home Office Minister responded: "There is currently no provision in law to issue a death certificate other than in a paper format."