understand speaking or writing. The affected individual may also be unable to respond. Various forms of aphasia exist. It is most often caused by strokes or head injuries; in these cases, speech therapy can help. It can also result from neurological disorders, such as brain tumors or Alzheimer’s disease. There is also a rare, unrelated disorder called “primary progressive aphasia.” This condition typically begins with difficulty speaking and progresses to a near inability to speak. However, the person can still comprehend most information. Suggestions for communicating with a person with aphasia include the following: ● Be patient. Allow plenty of time to communicate. ● Be honest with the person. The provider or agent must let the person know if he or she cannot comprehend what the individual is saying. ● Allow the aphasic to try to complete his or her thoughts, to struggle with words. Avoid being too quick to guess what he or she is trying to say. ● If the customer can write, encourage him/her to do so and read it aloud. ● Use gestures or point to objects in supplying words or adding meaning. ● Use touch to aid in concentration, to establish another avenue of communication, and to offer reassurance and encouragement. For seniors with hearing trouble, aphasia, or cognitive difficulty, consider making a pictogram. Pictograms replace written language for people with limited hearing, speaking, reading, writing, or comprehending. A pictogram is a chart with pictures that represent objects or situations. Some pictograms even include symbols to indicate emotions or verbs, such as hearts for “love” or frowns for “dislike.” Pictogram developers suggest that one may use black and white only, to increase contrast. Besides symbols representing immediate needs, such as a glass for water, the pictogram could include pictures of kinds of services and events, such as open or closed casket funerals, places for a memorial services or receptions, pictures of caskets, urns, and other containers. The provider or agent can begin a sentence, such as “I need” or “I want,” and the customer need only point to the appropriate picture.
A customer in the early stages of dementia may be able to make his or her own funeral planning decisions. Most states have laws, such as “The Colorado Disposition of Last Remains Act,” which specify that competent adults have the right and power to direct the disposition of his or her remains after death. These laws state that the competent adult should be protected from interested persons who may try to impose their wishes regarding such disposition that are contrary to the deceased’s desires. The exception to this is if a person has died, leaving an unreasonable declaration (or is inappropriate regarding finances, for example). Note that the decision maker must be competent and must be able to think rationally. If the customer cannot do so, someone else must make the decisions for him or her. When it comes to medical treatment, the issue of incapacity has been discussed extensively. In these cases, procedures are in place to ensure that patients can make decisions while unimpaired or can appoint persons of their choice to make these decisions if the patient cannot. Persons can execute advance-planning directives, durable powers or attorney, or living wills. Perhaps the impaired customer has already appointed a proxy decision-maker who can make the funeral plans. What should you do if you think your customer isn’t capable of independent choices, but he or she has not specifically appointed a decision maker? How can you protect the customer from others imposing their own wishes? Or, since the customer isn’t competent, does this statute even apply? Is the family the customer? Opinions vary: One could follow the wishes of the family, hoping that they choose what their loved one would have wanted, recognizing that they control the pocketbook. The legal procedure that declares someone incapacitated involves various steps: A state court probate judge will examine the person and decide as precisely as possible what the person can and cannot manage for him- or herself. The judge then appoints a guardian who has authority over the person’s affairs, financial affairs, or all affairs—depending on the extent of impairment. The judge must act according to two basic ethical directives: “First, do no harm” and “do good.” In some cases, it is difficult to communicate with the individual because he or she has aphasia—an inability to
PART IV: CONSUMER INFORMATION
contracts, and (2) insurance funded preneed contracts. In some states, all preneed sellers who offer trust funded preneed contracts and/or insurance-funded preneed contracts must be licensed as preneed contract sellers. Although anyone can become a licensed preneed contract seller, the majority of licensed preneed contract sellers are funeral homes, mortuaries, and cemeteries. Some states also permit licensed insurance agents to be preneed contract sellers. In the preneed industry, these individuals are referred to as preneed brokers. Do not purchase a preneed contract from a funeral home, mortuary, cemetery, or insurance producer that is not licensed with your state as a preneed contract seller. Q: If money remains after the funeral, who receives it? A: Some states allow the provider to retain any remaining funds, while others specify that the beneficiaries do; many states do not specify. The state receives any money leftover if the customer was on Medicaid.
Please note that each state differs in its specific regulatory requirements. This information should be used as a general guide only; be sure to check with your individual state for the specific regulations that pertain to you. Advanced funeral planning Increasingly, people are making the choice to preplan their funeral arrangements. One choice is to pay funeral or burial expenses in advance. This relieves family members of the need to make these decisions and arrange the contracts. It can also provide heirs or the estate with specific information regarding burial wishes. Most insurance statutes currently permit two methods of funding preneed funeral needs: (1) trust-funded preneed Common questions concerning preneed contracts Q: Who receives the interest on the trust funds? A: Although most states limit the funds’ access by the provider until the customer dies, the interest earned is the property of the preneed contract seller, who uses it to offset price increases between the signing of the preneed contract and the funeral.
EliteLearning.com/Funeral
Book Code: FAR0626
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