Support Request and Evidence Policy

1. Compassionate first response

• Create one case reference and one named Case Review and Compliance Officer.
• Explain urgent next steps and distinguish required evidence from documents that may follow later.
• Offer accessible communication and avoid repeatedly asking a bereaved person for the same information.
• Never promise a grant or amount during first contact.

2. Minimum evidence

• Identity and contact details of the person making the request.
• Authority or relationship to the deceased.
• Official death evidence or a reasonable temporary alternative pending the certificate.
• Itemised funeral or repatriation estimate/invoice and verified provider contact details.
• Disclosure of other funding covering the same costs.
• Bank ownership evidence only where direct provider payment is not practical.

3. Enhanced checks

Enhanced manual review is used for an event within the first 45 days and may also be used for duplicate identities, recently changed household records, inconsistent documents, connected providers, unusual bank changes, overseas payment, repeated failed contributions or another documented risk signal. A signal is not proof of fraud and must not automatically reject the request.

4. Decision record

• Eligibility and participation status at the death date.
• Evidence received, verified and outstanding.
• Verified eligible costs and other assistance.
• Conflicts and recusals.
• Fund-position information considered.
• Recommendation, final decision, amount, conditions and reasons.
• Reconsideration instructions and communication dates.

5. Payment control

• Case Officer cannot release money.
• Scheme Lead records the decision.
• Finance Officer independently verifies recipient and bank details.
• Scheme Lead and Finance Officer authorise the bank release.
• Provider and webhook identifiers must be duplicate-safe and retained in the audit record.

6. Reconsideration and complaints

A family may provide new evidence or explain an alleged factual, procedural or fairness error. The original decision-maker cannot dismiss reconsideration alone. Urgent funeral deadlines must be prioritised, while complaint handling remains separate from the discretionary grant decision.