Poor Service and Inconvenience – DStv Insurance Claim

I would like to lodge a formal complaint regarding the unacceptable service I have received from DStv Insurance while trying to claim for a faulty decoder.

My decoder is very old and has stopped working. I contacted the DStv call centre to log an insurance claim, but instead of being assisted, I have been sent from pillar to post. I was advised to travel to Randburg or Edenvale for assessment, which is extremely far from me as I rely on public transport. I explained this to the consultant and was then told to visit my nearest DStv branch so they could test the decoder and load the report on the system.

I went to the DStv branch at Tembisa Mall, only to be informed that they cannot assist me because their system is different, and that I would need to pay for the decoder to be tested. This is very frustrating, as I am paying monthly for insurance specifically to avoid additional costs when a fault occurs.

I feel let down by the lack of coordination between departments and branches, the inconvenience of being referred to far locations, and now being asked to pay for a service that should be covered by my insurance.

I kindly request that DStv Insurance urgently intervene, arrange a proper assessment at a nearby branch, and process my claim without further delays or costs.