11/14/2025

Navigating Telephone Inquiries Under the FTC Funeral Rule

The Federal Trade Commission’s Funeral Rule has long served as a cornerstone of transparency, consumer protection, and ethical practice within our profession. While many funeral directors are well-versed in its requirements, recent activity has brought renewed attention to a specific part of the Rule: telephone inquiries.

Across the state, several OKFDA member funeral homes have reported receiving phone calls from Everest Funeral Concierge requesting pricing information. When those firms do not mail a General Price List (GPL) or provide more information than what is required, the company has followed up with threatening letters, implying non-compliance with the Funeral Rule. This has caused understandable frustration and concern within our membership.

OKFDA wants to address the facts clearly and provide guidance to ensure our members remain compliant while also avoiding unnecessary exposure.

What the FTC Funeral Rule Requires for Telephone Inquiries

The Funeral Rule states that funeral providers must give certain information over the telephone, including:

1. Price Information Upon Request. Funeral homes must provide accurate price information from their GPL, Casket Price List, Outer Burial Container Price List, or specific service pricing *if asked about it over the phone.

• You may give the price verbally.
• You are not required to read the entire GPL.

2. No Identification Required

This is often misunderstood. Under the Funeral Rule, you CANNOT require the caller to:

• Give their name
• State their relationship to the deceased
• Provide their address or phone number
• Explain why they are calling

The caller may remain completely anonymous, and you must still answer their pricing questions.

What the Funeral Rule Does NOT Require. The Rule makes clear that funeral providers are not required to:

• Mail or Email a Price List to the Caller. There is no requirement to send a physical or digital copy of your GPL to someone who calls. A verbal response satisfies the Rule.
• Provide Additional Documentation or Materials. You do not have to send service brochures, contracts, disclosures, or any other printed or electronic material.
• Answer Questions Beyond Pricing. The Rule applies to price inquiries only. You are not obligated to provide:
• Policy explanations
• Competitor comparisons
• Third-party verification
• Internal procedures

Answer the pricing question clearly and accurately—and that is all.
3. Recent Everest Funeral Concierge Activity

Several members have reported similar experiences:

• Everest calls the funeral home and requests pricing.
• Funeral home staff verbally provide the price information required under the Funeral Rule.
• The funeral home chooses not to mail a GPL—which is completely within their rights.
• Everest sends a threatening letter implying the firm violated the Funeral Rule because a GPL was not mailed or additional information was not provided.

These letters can be intimidating. However, they are misleading.

4. OKFDA Guidance for Members

Our recommendation is simple:

• Follow the Funeral Rule exactly. Provide verbal pricing information upon request, no more and no less.
• Do not mail or email a GPL unless you choose to. It is not required, and you are not obligated to comply with Everest’s request.
• Do not require identification from the caller. The Rule expressly prohibits you from asking for it as a condition of giving pricing.
• Keep documentation for your records.

When unusual calls occur, note:

• Date and time
• Who answered
• What questions were asked
• What was provided

  This protects your firm should questions arise later.

5. If you receive a threatening or misleading letter, notify OKFDA.

We will assist, provide guidance from our legal counsel and continue to protect the interests of our membership.

6. Standing Together in Compliance

The Funeral Rule exists to protect consumers and ensure fairness, but it also protects funeral providers from being pressured into giving more information than the law requires. Everest’s recent tactics—calling anonymously and then issuing threatening letters—are designed to intimidate, not to ensure compliance.

OKFDA stands firmly with our members: Follow the Rule. Provide pricing when asked. And do not allow anyone to coerce you into giving more information than federal law requires.

If you receive one of these letters or have concerns about a telephone inquiry, please contact the OKFDA office. We are here to help support, guide, and protect our funeral homes across Oklahoma.