CANCELLATIONS/TRANSFER OF FUNDS

Can funeral directors transfer existing contracts to another insurance company?
No transfers or refunds are being made at this time.


CUSTOMER PAYMENTS

Do contract holders continue making payments?
It is necessary to continue making payments to have claims paid in the face amount.

If I just stop paying, what will be paid at time of need?
When a plan lapses, it becomes an RPU - Reduced Paid Up. This value is usually somewhat less than the actual amount paid in. For example, the owner may have paid $2000.00, but RPU value is $1900.00.

I've noticed ACH hasn't been drafted for the last few weeks. Why?
We are changing banks and have hit a few speed bumps. We are diligently working to resolve this matter soon.

Do we continue to send payments to the same address? Payable to the same company?
Yes.


MISCELLANEOUS

I've heard that my favorite processor and others are no longer with the company. Is that true? Who is going to answer my questions?
We did have a significant staff reduction on Friday April 11, 2008. However, we are confident our remaining staff will be able to assist you with your needs. Call volume is very high at that moment and we are limited in staff. Please email us at customerservice@n-p-s-inc.com.

It seems like when I call, I can never get through to anyone and no one returns my calls.
We apologize for that. We are simply not able to get to every call at the time it comes in. We know how important communication is to you right now. We ask for your patience and understanding. Please know that we are doing everything possible to address your concerns.

What about change of funeral home providers?
We will continue to accept change of provider forms. The face amount of the contract or the amount paid in (depending on plan coverage) will be paid to the transferring home.