Bereavement guide
What to do when someone dies
A simple, step-by-step guide for families. Take it one step at a time — and remember, our team is here to help day or night.
In the first few hours
Take a breath. You don’t have to do everything at once — the first step is simply to call us.
Call us, day or night
One call starts everything.
Our 24/7 consultants answer every call. We’ll ask a few gentle questions, explain what happens next and arrange to collect your loved one at a time that suits your family.
TipIt’s fine to call even if you’re not sure what you need yet. We’ll guide you.
If the death happens at home
Contact a doctor or clinic first.
A doctor or clinic needs to confirm the death and complete the medical certificate of cause of death. Our consultant can tell you who to contact in your area and what to expect.
TipIf the death was sudden or unexpected, see the next point before moving your loved one.
If the death happens in hospital
The hospital will look after your loved one until we arrive.
The hospital issues the medical certificate of cause of death and keeps your loved one in its mortuary. Let the ward know that Fidelity Funeral Services will be collecting.
If the death was sudden or unexpected
The police need to be informed.
For a sudden, accidental or unexplained death, the police must be notified. They will advise on the next steps, which may include a post-mortem. Our team can help you understand the process.
Documents you’ll need
Gather these when you can. Bring what you have — our team will help with anything missing.
Identity documents
For your loved one and for you.
Medical and police documents
These confirm how and when the death happened.
Registering the death
Needed before the burial can take place.
The death must be registered with the Registrar of Births and Deaths, who issues the death certificate and the burial order. Our branch team will explain the steps and help you prepare.
TipMake a few certified copies of the death certificate — you’ll need them for banks, employers and insurers.
Find your nearest branchPlanning the funeral
We plan everything together, at your pace, and honour the way your family wants to say goodbye.
Meet with your consultant
We’ll agree the details with your family.
At the branch or at your home, we’ll talk through the funeral and give you a clear quote before anything is confirmed.
Honouring tradition and faith
Every family says goodbye differently.
We work alongside your church, elders and family to respect religious and traditional customs, from the body viewing to the graveside.
On the day
We handle the logistics so you can be with family.
Our team coordinates the hearse, family cars, buses, tents, chairs and graveside arrangements, and stays with you until the end of the service.
Funeral plans & costs
Whether or not your loved one had a funeral plan, we’ll explain the costs clearly up front.
If there is a funeral plan
Share the policy details with us.
Give us the policy number and the name of the plan holder. If the plan is with Fidelity Life Assurance, we’ll liaise with them on your family’s behalf.
If there is no plan
We’ll give you a clear, no-obligation quote.
Ask any branch for a quote. We’ll explain exactly what each package includes so there are no surprises.
Bringing a loved one home
Distance shouldn’t stand between a family and a dignified farewell.
Local and international repatriation
Call us early so we can start the paperwork.
If your loved one passed away in another town or outside Zimbabwe, we can arrange to bring them home and guide you through the documents required.
Looking after yourself
Grief takes time. Be gentle with yourself and lean on the people around you.
Take time to grieve
You don’t have to carry this alone.
Lean on family, friends, your church or community. If grief feels too heavy, speaking to a counsellor can help. Our staff are always happy to listen.
We’re here whenever you need us
You don’t have to work through this list alone. Call us and we’ll guide your family through every step.
