Request for proposals: Customer satisfaction and the nature and extent of abuse of insurance provided by funeral parlours in South Africa (Open)

FinMark Trust has supported research on the funeral insurance landscape and regulatory implications in South Africa since 2005. The research findings of various studies were incorporated in, among other documents, a 2011 Policy Document entitled "The South Africa Micro Insurance Regulatory Framework". 

 

Before the regulatory framework is finalised, questions still remain as to how best to approahc formalisation and enforcement with regards to currently informal funeral parlours. Despite abundant anecdotal evidence of abuse, currently there is no clear picture of the nature and extent of customer abuse in the informal funeral parlour industry, as experienced from the customer's perspective.

 

FinMark Trust wishes to now conduct a follow-up project to address this gap. This study will take a multi-pronged quantitative and qualitative demand-side research approach to investigating abuse in the informal funeral parlour industry in South Africa. This Terms of Reference addresses the qualitative component of the study.

 

This ToR is issued by the Centre for Financial Regulation and Inclusion (Cenfri) on behalf of the FinMark Trust.

Project Objectives

 

The objectives of this study are to:

  • explore the value to the consumer of financing funerals through informal channels (e.g. burial societies and funeral parlours);
  • assess the scale and nature of abuse in informal funeral parlours and current market factors mitigating such abuse.

Project Scope

  • Customer experience of informal funeral financing: This aspect will explore the use of, perceived value/satisfaction with and potential negatives of all forms of informal financing of funerals, including but not limited to burial societies and policies from informal funeral policies.
  • Customer satisfaction. Customer satisfaction with funeral parlours should be assessed by considering whether the customer received the quality of services promised, whether services were provided in a timely manner and whether the customer generally felt that the service accessed met their needs or provided the desired value.
  • Nature and extent of abuse. Abuse could include instances where the funeral parlour defaulted, services were not delivered as agreed (e.g. only the coffin was provided, but not the service or function), where substandard services were provided (e.g. a coffin was provided that was of lesser quality than expected); where significant delays were experienced in accessing the services and whether a cash pay-out option was offered/available
  • Market mitigating factors. It will be important to assess if there are factors that currently mitigate abuse by informal funeral parlours (e.g. standing in local community)

 

Click here to download the full Terms of Reference (PDF 0.27MB) 

 

Contact

 

Questions or comments in respect of these terms of reference should be directed to Louise De Villiers at This email address is being protected from spambots. You need JavaScript enabled to view it.  or +27 21 913 9510. 

 

In line with Cenfri’s policy of transparency, answers to queries from one candidate will be circulated to all who indicated their intention to submit a proposal. For this purpose, please send an email Louise de Villiers by 13 November 2015 to indicate whether you intend to submit a proposal.

 

Request for proposals: Customer satisfaction and the nature and extent of abuse of insurance provided by funeral parlours in South Africa (Open)

FinMark Trust has supported research on the funeral insurance landscape and regulatory implications in South Africa since 2005. The research findings of various studies were incorporated in, among other documents, a 2011 Policy Document entitled "The South Africa Micro Insurance Regulatory Framework". 

 

Before the regulatory framework is finalised, questions still remain as to how best to approahc formalisation and enforcement with regards to currently informal funeral parlours. Despite abundant anecdotal evidence of abuse, currently there is no clear picture of the nature and extent of customer abuse in the informal funeral parlour industry, as experienced from the customer's perspective.

 

FinMark Trust wishes to now conduct a follow-up project to address this gap. This study will take a multi-pronged quantitative and qualitative demand-side research approach to investigating abuse in the informal funeral parlour industry in South Africa. This Terms of Reference addresses the qualitative component of the study.

 

This ToR is issued by the Centre for Financial Regulation and Inclusion (Cenfri) on behalf of the FinMark Trust.

Project Objectives

 

The objectives of this study are to:

  • explore the value to the consumer of financing funerals through informal channels (e.g. burial societies and funeral parlours);
  • assess the scale and nature of abuse in informal funeral parlours and current market factors mitigating such abuse.

Project Scope

  • Customer experience of informal funeral financing: This aspect will explore the use of, perceived value/satisfaction with and potential negatives of all forms of informal financing of funerals, including but not limited to burial societies and policies from informal funeral policies.
  • Customer satisfaction. Customer satisfaction with funeral parlours should be assessed by considering whether the customer received the quality of services promised, whether services were provided in a timely manner and whether the customer generally felt that the service accessed met their needs or provided the desired value.
  • Nature and extent of abuse. Abuse could include instances where the funeral parlour defaulted, services were not delivered as agreed (e.g. only the coffin was provided, but not the service or function), where substandard services were provided (e.g. a coffin was provided that was of lesser quality than expected); where significant delays were experienced in accessing the services and whether a cash pay-out option was offered/available
  • Market mitigating factors. It will be important to assess if there are factors that currently mitigate abuse by informal funeral parlours (e.g. standing in local community)

 

Click here to download the full Terms of Reference (PDF 0.27MB) 

 

Contact

 

Questions or comments in respect of these terms of reference should be directed to Louise De Villiers at This email address is being protected from spambots. You need JavaScript enabled to view it.  or +27 21 913 9510. 

 

In line with Cenfri’s policy of transparency, answers to queries from one candidate will be circulated to all who indicated their intention to submit a proposal. For this purpose, please send an email Louise de Villiers by 13 November 2015 to indicate whether you intend to submit a proposal.