It is unacceptable that a long-standing, paying customer should have to fight this hard to access a service they have

The handling of my DStv insurance claim has been extremely disappointing and unacceptable. Despite having paid my insurance premiums faithfully for more than ten years, I have experienced poor communication, unnecessary delays, conflicting information and a complete lack of accountability when submitting my very first claim.

Since my decoder stopped working on 25 September 2026, I have been sent from one office to another, repeatedly forced to follow up on my own claim, and provided with the details of an installer who does not even handle insurance claims. Ultimately, I was told to find my own installer because DStv was struggling to find one in my area.

What is particularly concerning is that DStv had no difficulty accepting my insurance premiums for all these years, yet when I finally needed assistance, I was left to navigate the process myself. There has been no proactive communication, no satisfactory explanation for the delays and no clear indication that anyone has taken ownership of resolving the matter.

This experience reflects a serious failure in customer service and claims management. Instead of receiving the support and peace of mind that insurance is supposed to provide, I have been subjected to unnecessary frustration, wasted time and repeated inconvenience. It is unacceptable that a long-standing, paying customer should have to fight this hard to access a service they have been paying for in good faith for more than a decade.

I am deeply dissatisfied with how this matter has been handled and expect DStv to take accountability, provide a clear explanation for these failures, and urgently resolve my claim without placing further responsibility on me to do their job.