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Getting started
An overview of the first steps to take when someone passes away, including who to contact, what happens next, and how we support you through the initial arrangements.
What should I do first when someone passes away?
If the death has just occurred, your first step is to contact us and we will guide you through what to do next. We’ll help with contacting the doctor, arranging transfer into our care, and answering any immediate questions you may have.
Do I need to use the closest funeral home?
No. You are free to choose any funeral home you feel comfortable with, regardless of location. Many families choose us because of our approach and facilities, even if they live outside our immediate area.
How quickly do we need to make decisions?
Some decisions, like choosing where your loved one will rest, are usually made within the first day or so. Other details—such as flowers, music, and printed material—can follow. We’ll walk you through each step so you don’t have to do everything at once.
It’s important to note that timing can vary. If your loved one is embalmed, you’ll generally have more time and flexibility to make decisions. If they are not embalmed, we may need to proceed with a little more urgency to ensure their care is handled respectfully and appropriately.
Can we still have a funeral if our loved one did not belong to a church?
Certainly, we can help you design a service that reflects your loved one’s beliefs and personality. Whether its at home, a cemetery chapel, our whanau rooms, another meaningful location or none at all.
Costs & payments
A clear breakdown of how funeral costs work, what influences pricing, available grants or assistance, and the payment options we can offer to suit your circumstances.
How much does a funeral cost?
Funeral costs vary depending on choices such as burial or cremation, venue, casket, flowers and catering. We can provide itemised estimates for Direct, Basic, Traditional and Bespoke options so you can see exactly what is included.
Can I get a written quote before deciding?
Absolutely. Once we understand your wishes, we’ll provide a clear, written estimate that breaks down all fees. You can adjust options to suit your budget before you make any final decisions.
Are WINZ funeral grants or other assistance available?
Some families may be eligible for a Work and Income funeral grant or other support. We can explain the criteria, help you with forms, and advise what documentation you’ll need at no extra cost.
If funeral expenses create a financial strain, some of the following options may be eligible, KiwiSaver Significant Hardship Withdrawal, Estate Withdrawl Kiwisaver Deceased, WINZ Funeral Grant, or the ACC Accidental Death Grant.
Can KiwiSaver be used to help with funeral costs?
There are two instances of Kiwisaver withdrawl, either through a Deceased Estate application or an Living Kiwisaver Hardship Withdrawal. Both options are available, but the correct process depends on criteria such as whether there is a will, the total value of the estate, and other legal requirements. We can guide you on which option applies and help you understand what is exactly going on, who to contact and what documents you’ll need.
What payment options do you offer?
We accept most standard payment methods. If you’re concerned about costs, talk to us early so we can discuss options. We generally require payment within 7 days of the dressing, any cemetery or cremtoria costs are due 2 days before the funeral service, any casket upgrades will be upfront.
Burial & cremation
Helpful explanations of the differences between burial and cremation, how each process works, what’s required, and how to choose the option that best reflects your loved one’s wishes.
How do we decide between burial and cremation?
This is often guided by personal, cultural or religious beliefs, or by what your loved one expressed they wanted. We can explain the differences, practicalities and costs to help you choose what feels right.
Are burial plots forever?
Burial plots are managed by individual cemeteries and councils, and conditions can differ. We’ll explain what applies for your chosen cemetery, including ownership, maintenance and any future use of the plot.
What happens at a cremation?
The funeral or farewell service may be held in a chapel or other venue, after which the casket is taken to the crematorium. The cremation itself is private and conducted respectfully by trained staff according to regulations.
What can we do with the ashes?
Ashes can be placed in a cemetery or memorial garden, scattered in a meaningful place (where permitted), kept at home in an urn or repatriated overseas.. We can suggest options and provide guidance on local rules.
Viewings & services
Guidance on spending time with your loved one, setting up a viewing, choosing a venue, and creating a personalised service, from simple gatherings to traditional ceremonies.
Can we spend time with our loved one before the funeral?
Many families find comfort in spending time with their loved one. We offer private viewings and can also arrange for your loved one to rest at home if that is your preference.
Do we have to have a formal service?
Not at all. You can choose a full traditional service, a simple gathering, or no formal service with a private cremation or burial. We’ll help you create something that feels genuine for your family.
Can we play our own music or show photos and videos?
Yes. Personal touches like music, photos and video tributes are encouraged. Our team can help with audio-visual setup, streaming and guidance on timing and format. All chapels displayed in our venues section provide these options.
Can we livestream the service for family overseas?
We can arrange livestreaming or recording so whānau and friends who cannot attend in person can still take part in the farewell. We do this inhouse for the venues on site and help liase with your chosen venue providng links and recordings.
Paperwork & legal
A straightforward guide to the forms, certificates, approvals, and legal responsibilities involved in arranging a funeral, including what we handle on your behalf.
What paperwork is involved in arranging a funeral?
There are several forms relating to the deceased determined by each situation. General documents include death certificate registration, cremation or burial authorities, and sometimes estate matters or grants. We handle most of this with you and explain each step in plain language.
Who registers the death?
The funeral home organises the registration of death and obtains the official death certificate on your behalf, using information you provide about your loved one.
Can you help with insurance, KiwiSaver or estate forms?
Yes. We regularly assist families with insurance claims, KiwiSaver documents and other estate-related paperwork, so you’re not navigating it all alone.
Repatriation & travel
Information on transporting your loved one locally or overseas, covering documentation, airline requirements, timelines, costs, and how we coordinate the entire process for you.
What is repatriation?
Repatriation is the process of returning your loved one to another city or country for burial or cremation. It involves specialised care, documentation and coordination with airlines and overseas funeral providers.
Are flights included in your repatriation service?
Flights are not included in our service fee. We arrange preparation, documentation and transfer to the airport, and work with you or a repatriation agent to coordinate flight bookings and related costs.
What other costs can be involved in repatriation?
Additional costs can include airline charges, consular or embassy fees, translation of documents, and local funeral expenses at the destination. We’ll outline likely costs at the start so there are no surprises.
Can you repatriate within New Zealand as well as overseas?
Yes. We can arrange transport to other regions within New Zealand, as well as to international destinations, working with trusted partners where needed.
Children & baby funerals
Compassionate guidance for families navigating the unique processes and options surrounding stillborn, baby, or child funerals—including support, venues, and available assistance.
Is there a different process for a child’s funeral?
The legal requirements are slightly different, but our approach is always gentle and family-focused. We help you create a farewell that honours your child’s life in a way that feels right for you.
What is a stillborn or baby funeral?
A stillborn or baby funeral is a service or private farewell for a baby who has died before or shortly after birth. It can be as simple or as detailed as you wish, and our team will guide you through options with care.
Is there any financial assistance for children’s funerals?
In some cases, reduced cremation or burial fees apply, and there may be support available through government agencies. We can advise what may be available in your situation.
Planning ahead
Details on how pre-planning or pre-paying a funeral works, the benefits of documenting your wishes early, and how it can provide clarity and financial relief for your family later on.
Can I plan my own funeral in advance?
Yes. Pre-planning allows you to record your wishes and, if you choose, set funds aside so your family has fewer decisions and financial worries later. This is encouraged for the clarity of the family. We can meet with you to talk through options and document your preferences.
Do I have to pay in full when I pre-plan?
Not necessarily. You can simply record your wishes, or you can set up a prepaid funeral plan if that suits you. We’ll explain how each option works and what protections are in place for your money.
Can my plan be changed later?
Yes. Your wishes can be updated if your circumstances or preferences change. Just contact us and we’ll help you make the adjustments. It’s important to know that funeral plans are not legally enforceable — your next of kin or the executor of your estate has the legal authority to make final decisions about your funeral arrangements once you pass. This means they can update your plans if they need to. For this reason it is vitally important to choose someone you trust to proceed with arrangments that matters most to you.
If you need more clarity on this subject feel free to give us a acall on your specific situation.
