Mthunzi Funeral Services Revolutionizes End-of-Life Care in Malawi
The state-of-the-art facility, which began operations three months ago, represents a leap forward in the funeral industry for the southeastern African nation.
LILONGWE, Malawi — In a country where funeral services often strain families' resources and emotions, a new facility in Malawi's capital is aiming to redefine the experience of laying loved ones to rest, writes Winston Mwale.
Launched in December 2020, Mthunzi Funeral Services Limited, a subsidiary of Old Mutual (Malawi) Limited, has opened its doors to a comprehensive funeral service centre in Lilongwe, marking a significant milestone in the nation's approach to end-of-life care.
The company’s Lilongwe state-of-the-art facility, which began operations three months ago, represents a leap forward in the funeral industry for the southeastern African nation.
With its blend of modern amenities and compassionate service, Mthunzi is setting a new standard for funeral care in Malawi.
During a media tour of the facility in Lilongwe Friday, Patience Chatsika, Marketing and Corporate Affairs Executive for Old Mutual, provided insights into the centre's operations and philosophy.
"When a customer comes through or they give us a call that there's been a death, our undertakers go to the place to collect the body," Chatsika explained.
"We make sure that they have time with our consultants to understand their needs. And if they are a policyholder, we also post-check the requirements that they have put in the policy."
The centre's approach is designed to ease the burden on grieving families, providing a one-stop solution for all funeral-related needs.
From body collection to the final service, Mthunzi aims to handle every aspect with professionalism and care.
"We make sure that they are comfortable in making their choices, and then we make sure that the body is also prepared to their satisfaction," Chatsika added.
This attention to detail extends to every aspect of the funeral process, reflecting Mthunzi's commitment to excellence in a deeply personal service.
One of the standout features of the new centre is its 250-seat auditorium, a spacious venue that allows families to conduct funeral services on-site.
This option provides a convenient alternative to traditional venues, especially for those who may not have access to a suitable location for a service.
"We do have an auditorium that seats 220 people, and the customer can also make an option to have their funeral service conducted at the centre," Chatsika noted.
The auditorium is just one part of a comprehensive facility designed to meet diverse needs.
Understanding the need for privacy during such a sensitive time, Mthunzi has incorporated dedicated spaces for family consultations and viewings.
"After the consultations with the consultant, the family is taken to a private room where they can discuss their needs," Chatsika explained.
"As you know, there are a lot of decisions that need to be made when a funeral occurs."
The centre also features a peace garden for reflection, a coffee shop, and a family room, all aimed at providing comfort and support to clients during their time of grief.
These amenities represent a significant departure from traditional funeral services in Malawi, offering a more holistic approach to end-of-life care.
"We've got a family room where they can discuss," Chatsika said.
"But soon after we have also finished preparing the body, we also have a separate room where the immediate family of the deceased can also funeralize their loved ones before the main service."
This attention to the needs of the immediate family reflects Mthunzi's understanding of the cultural significance of funeral rites in Malawi.
By providing a space for private viewings and intimate gatherings, the centre allows families to honour their traditions while benefiting from modern facilities.
The launch of this facility marks a significant milestone for Mthunzi Funeral Services, which began operations in December 2020.
In just a few years, the company has established itself as a pioneer in the Malawian funeral industry, with fully operational service centres now in Blantyre and Lilongwe, and offices in Mzuzu.
Despite its short time in operation, the Lilongwe Center is already seeing significant demand for its services.
"Currently, we've been handling about 20 bodies a month, but it's a trend that is also increasing," Chatsika revealed.
This growing demand has prompted expansion plans, with the centre looking to increase its mortuary capacity from 22 to 66 bodies shortly.
The centre's parking facilities, which can accommodate 120 vehicles, further underscore the scale of Mthunzi's operations.
This ample parking space ensures that even large funeral gatherings can be accommodated comfortably, addressing a common challenge in urban funeral services.
While the facility's modern amenities and comprehensive services are impressive, questions of affordability naturally arise in a country where economic challenges are prevalent.
Chatsika addressed these concerns, emphasizing the range of options available to clients.
"Our Mthunzi funeral plan is very affordable," she stated. "We've got minimum premiums that are payable monthly."
The company offers three tiers of funeral plans, with monthly premiums ranging from K3,500 to K7,200.
These plans, named Mthunzi Lite, Mthunzi Standard, and Mthunzi Premier, are designed to cater to different budgets and needs.
The flexibility of these plans allows policyholders to make changes, including adding dependents, ensuring that the coverage can evolve with families' changing circumstances.
However, Mthunzi's services are not limited to policyholders.
"Mthunzi Funeral Services caters for everyone," Chatsika affirmed.
Walk-in customers can also access the centre's services at competitive prices, making quality funeral care accessible to a broader segment of the population.
The company's commitment to accessibility extends beyond its pricing structure.
With offices in multiple locations across Malawi, including Zomba, Mangochi, and Kasungu, Mthunzi is working to ensure that its services are available to as many Malawians as possible.
As with any new venture, particularly one dealing with such sensitive matters, challenges are inevitable.
Chatsika acknowledged this reality, noting, "We have diverse customers with diverse needs. We've tried as much as possible to make sure that for all the needs that our customers have, we have a charter."
This customer charter sets out clear expectations for service delivery, including timelines for various processes.
For instance, Chatsika mentioned that "normal embalming and dressing up would take about one and a half hours."
By setting and adhering to these standards, Mthunzi aims to provide consistency and reliability in its services.
The company's approach to customer complaints further reflects its commitment to service excellence.
"Customer complaints form part of our customer service delivery," Chatsika explained.
"So any other complaint that comes through, we make sure that we address it according to the customer expectations."
As Mthunzi continues to grow and evolve, its impact on Malawi's funeral industry is becoming increasingly evident.
By offering a comprehensive, modern approach to funeral services, the company is not only providing practical solutions but also challenging traditional norms around end-of-life care.
The significance of this shift cannot be overstated in a country where funeral traditions hold deep cultural importance.
By blending respect for these traditions with modern amenities and professional services, Mthunzi is carving out a unique position in Malawi's cultural landscape.
Looking to the future, Chatsika expressed optimism about the company's trajectory.
"The uptake is good and exciting for us as a business," she said.
"I can assure you that from the first day that we opened this facility, we had our first service. So the uptake is very encouraging."
As families in Lilongwe and beyond grapple with loss, Mthunzi's new centre stands ready to offer a blend of compassion, professionalism, and modern amenities.
In a country where economic challenges often compound the emotional toll of bereavement, this innovative approach to funeral services may well set a new standard for honouring the departed.
The message from Mthunzi is clear: they are open and ready to serve.
As Chatsika put it, "Our message to our customers, to all Malawians, is that Mthunzi is open. Please feel free to come and get your service from Mthunzi Funeral Services."
In a nation where saying goodbye to loved ones has often been a process fraught with logistical and financial challenges, Mthunzi Funeral Services is offering a new way forward.
As the company continues to expand and refine its services, it may well reshape the landscape of funeral care in Malawi, bringing comfort and dignity to families during their most difficult times.
*George Sambo, General Manager of Mthunzi Funeral Services Limited, was leading the media tour