Extremely Disheartening Experience with DSTV Funeral Insurance

I am beyond disheartened by the service (or lack thereof) we received from DSTV Funeral Insurance during an incredibly difficult time.

On Friday, 28th March 2025, we called to notify DSTV of the passing of a loved one. On Monday, 31st March, all required documents were sent via email, and a reference was assigned. However, when we followed up on Tuesday, we were incorrectly told that an ID copy was missing, despite confirming everything had been submitted.

On Wednesday, we heard nothing. On Thursday, we called and were informed that payment would be made between 14:00 and 15:00 that same day, with a promise of a follow-up from someone in claims. This never happened.

At 15:30, we called again and were kept on hold repeatedly. Eventually, we spoke to a representative who seemed helpful initially but then put the phone down to have a conversation with a colleague in Zulu, saying, “What must we do? We can only FastTrack. Let’s see what we can do...” After this, we were placed on hold for an extended period and had to hang up.

On the day of the funeral, we called again but received no real assistance—just a lot of listening. What baffles me is why there is no access to a team leader or manager. Why is it so difficult to escalate the issue? Why was there no sympathy or urgency throughout this entire process?

We called again today, but the call was cut off, and we were told they are still “looking into it.” The lack of communication, support, and empathy throughout this experience is beyond disappointing.

Had we known that this is how DSTV Funeral Insurance operates, we would have never chosen to trust you in such an important and sensitive matter. To say the send-off was undignified would be an understatement.