Most families do not need to solve every decision immediately. The priority is the correct medical and official process, choosing the funeral director you want, and giving them authority to coordinate the next steps.
If the death is at home
The correct first call depends on whether the death was expected and whether a doctor is involved.
- Contact the appropriate medical or emergency service so the death can be medically confirmed.
- Do not move the person unless a medical professional or authority tells you to.
- Once the medical process allows, call Serenity so we can explain transfer and documentation.
If the death is in hospital or a care home
Staff will follow their own clinical procedure, but the family can normally state which funeral director they wish to use.
- Tell the facility that Serenity Funeral Services is your chosen funeral director.
- Call us so we can coordinate release and collection directly with the facility.
- Keep the deceased person's passport, DNI or NIE available if possible.
If the death is sudden or subject to investigation
Police, court or forensic procedures can take priority and may delay release.
- A post-mortem or judicial authorisation may be required.
- Do not make non-refundable travel or ceremony commitments until release timing is clearer.
- Serenity can remain in contact with the relevant offices and update the family.
What Serenity starts doing
After the first call we create a practical plan around the circumstances of death and the family's wishes.
- Coordinate collection when authorised
- Identify documents likely to be needed
- Discuss cremation, burial or repatriation
- Provide a clear point of contact for the family
What to have ready for the first call
You do not need a complete file before calling. A few basic facts help us identify the right next steps and the organisations we may need to contact.
- Full name of the person who died and where they are
- Passport, DNI or NIE if readily available
- Whether the death was expected and whether a doctor, hospital, police or court is already involved
- Your name, relationship to the person and the best number for updates
- Any funeral plan, travel insurance or death-benefit policy you know about
If close family are outside Spain
Tell us early if relatives need to travel or if decisions must be shared across countries. We can plan communication around that reality rather than forcing every decision into the first conversation.
- Nominate one main family contact if possible
- Tell us who must be consulted before cremation, burial or repatriation decisions are confirmed
- Avoid non-refundable travel bookings until release and likely funeral timing are clearer
- Ask for written summaries so relatives abroad receive the same information
What not to rush
The first hours are for getting the legal and practical process under control. Personal choices can usually be discussed once the immediate position is understood.
- Do not feel pressured to choose flowers, music or ceremony details immediately
- Do not move the deceased yourself unless instructed by the appropriate authority
- Do not assume a funeral plan or travel policy covers every item until it has been checked
- Keep passports and original documents safe and only hand them to an authorised professional when required
These guides are general information, not legal or medical advice. Procedures can differ according to the place and circumstances of death. Serenity will confirm the steps that apply to your family.
