FAQs


Decoder Insurance

This is a short-term insurance policy offered to MultiChoice, DStv customers by NMS Insurance Services (SA) Ltd.

You will need to take out a separate insurance policy for each decoder you wish to insure. One decoder insurance policy insures one specified serialised decoder.

NMS Insurance Services (SA) Ltd is the authorised FSP for DStv Decoder Insurance. License 48754. MultiChoice (Pty) Ltd and MultiChoice Support Services (Pty) Ltd are juristic representatives of NMS Insurance Services (SA) Ltd for DStv Decoder Insurance..

You can insure your decoder by following any of the easy steps below :

  • Email your request to [email protected]
  • SMS the word INSURE to 32445
  • Call us on (011) 369 4000
  • Visit any of our Service Centres

If you need to change your payment method, please contact us either by phone, via our email address or at any of our Service Centres.

  • Decoder insurance policies are only applicable to MultiChoice approved serialised decoders in South Africa.
  • Damage caused by misuse, negligence or abuse.
  • Fault claims within 3 months of activation of decoder insurance.
  • Accessories i.e. remote control units, keyboards, modems, USB cables, TV LINK etc.

* Please visit our terms and conditions to access more information.

  • Debit order,
  • EFT,
  • Online credit card,
  • Retailers (PEP, Pick n Pay, Shoprite, Checkers, Spar and Ackermans),
  • ATM,
  • Direct deposit at an Absa branch,
  • Our service centers

NOTE: Your subscription account will reflect the monthly decoder insurance premium. Your monthly decoder insurance premium will be included in your monthly subscription deduction. You will need to use your customer number as reference when making payment.

Our agencies aren’t allowed to sell, activate, cancel or collect decoder insurance payments as they’re not authorised Financial Services Providers.

It’s not like our DStv packages, so while you certainly can pay for the whole year, we can’t offer you the 12th month free (this discount doesn’t apply to our insurance products).

No, the insurance for your decoder doesn’t affect your DStv subscription services.

However, if your premium hasn’t been paid for your decoder insurance, your claim will not be processed. In addition, you risk your policy being cancelled if it remains unpaid.

*Please do pay your DStv subscription to continue enjoying our world-class entertainment.

If you’re claiming for theft, lightning, fire, flood or explosions:

You’ll need to either come into one of our MultiChoice Service Centres (Randburg, Cape Town, Durban Central, Umhlanga and Centurion); email the claim through to us ([email protected])  with subject line decoder insurance claim or contact us on 011 369 4000.

*If you visit a MultiChoice Service Centre a new decoder of the same or similar type will be issued to you immediately. However, it may take 4 – 7 working days to have this replacement decoder delivered to you.

If you’re claiming for a faulty decoder i.e. mechanical or electrical malfunctions :

These claims are processed at MultiChoice Service Centres in Randburg, Cape Town, Durban Central, Umhlanga and Centurion or at any MultiChoice Agency.

You will receive a replacement decoder from our service stock of same or similar type.

Our agencies can’t process replacement claims as they’re not authorised Financial Services Providers.

We have a three-month waiting period so we can keep your premium expenses to a minimum. Our underwriting agreement is based on a three-month waiting period.

Decoder Description

Premium

1.

Explora

R35.00

2.

HD PVR 2Tuner

R29.50

3.

HD DStv decoder

R20.00

4.

Single view decoder (DSD1110, DSD1131, DSD1132)

R20.00

*All prices include VAT

NOTE: Decoders not listed in the above table cannot be insured anew. However, we still support active policies linked to decoders not listed here-in

Read more about the Decoder Insurance Code of Business Ethics, Conduct and Conflict of Interest Management outlined by NMS Insurance Services (SA) Limited in the document below:

Trade-in your SD PVR today!

Take your insured SD PVR to any of our service centres or agencies and we’ll replace it with two DStv Explora’s plus installation (at no cost to you).

It’s time to make the move!

What’s this about?

In November 2014 we announced that we would no longer be supporting the SD PVR decoder. This meant that repairs and software updates for this decoder would no longer be available even though the decoder could continue to be used. Now we’ve announced that insurance for this decoder model will end on 31 March 2019.

What does this mean to me?

If your SD PVR is insured with us, you have the option of replacing it at any of our service centres or agencies before 31 March 2019. We’ll replace it with two DStv Explora’s and installation (at no cost to you). Your insured SD PVR does not need to be active or faulty for you to take up this offer.

When does this offer end?

This offer ends on 31 March 2019.

What happens if I don’t replace my SD PVR before 31 March 2019?

The insurance on your SD PVR will be cancelled and your SD PVR will no longer be covered. Any replacement of the SD PVR after this date will then be at your own cost. You can however continue to use the SD PVR for as long as it works.

Does my SD PVR have to be faulty for me to take up this offer?

No, the only requirement is that it has active insurance with us and that it is returned to one of our service centres or agencies before 31 March 2019.

Does my SD PVR have to be active for me to take up this offer?

No, the only requirement is that it has active insurance with us and that it is returned to one of our service centres or agencies before 31 March 2019.

I don’t have HD TVs. Will these new decoders work on them?

Yes, these decoders will work with older TVs, however you’ll miss out on being able to see the HD content in high definition (it will be displayed in standard definition on older TVs).

Does this mean my monthly cost will increase?

The monthly cost will only increase if you link three decoders together in XtraView (this requires payment of an additional Access Fee each month).

What’s included in the installation?

The installation includes a total of 25km travel, an 80cm dish, DStv Smart LNB, 50m cabling, connection of each decoder to one TV, connection of the two decoders in XtraView and activation of your services. If you already have an existing DStv Explora, we’ll link it in XtraView to your 2 new decoders. Installation by our accredited installers also includes a 3-month guarantee on workmanship and a 12-month guarantee on equipment.

How do I find an installer?

Once you have your new decoders you will need to contact one of our DStv Accredited Installers to make a booking. You can find your closest one here.

Can I get the replacement decoders directly from my installer?

No, this replacement is only available when you bring your SD PVR to any of our service centres or agencies before 31 March 2019.

Can I take out insurance on my new decoders?

When you take up this offer, we’ll automatically move the insurance from your SD PVR to one of the new DStv Explora’s. You also have the option of taking out insurance on your other DStv Explora. Please contact us on (011) 369 4000 .

Who do I contact if I have queries?

Our team is able to assist you on (011) 369 4000.

Trade-in your Dual View decoder today!

Take your insured Dual View decoder to any of our service centres or agencies and we’ll replace it with a DStv Explora, a DStv HD single view decoder PLUS installation with an 80cm dish and DStv Smart LNB (at no cost to you).

It’s time to make the move!

What’s this about?

In November 2014 we announced that we would no longer be supporting the Dual View decoder. This meant that repairs and software updates for this decoder would no longer be available even though the decoder could continue to be used. Now we’ve announced that insurance for this decoder model will end on 31 March 2019.

What does this mean to me?

If your Dual View decoder is insured with us, you have the option of replacing it at any of our service centres or agencies before 31 March 2019. We’ll replace it with a DStv Explora, a DStv HD single view decoder and installation with an 80cm dish and DStv Smart LNB (at no cost to you). Your insured Dual View decoder does not need to be active or faulty for you to take up this offer.

Does this mean I will lose the ability to access two channels at the same time?

No, you will still be able to access two different channels at the same time. And because one of the decoders in this offer is a PVR, you’ll also be able to record your favourite shows, use Catch Up, pause live TV and more.

Does this mean my monthly cost will increase?

No, the monthly cost to make use of these two decoders is the same as when using your Dual View decoder, that is - your normal DStv subscription plus an Access Fee.

When does this offer end?

This offer ends on 31 March 2019.

What happens if I don’t replace my Dual View decoder before 31 March 2019?

The insurance on your Dual View decoder will be cancelled and your Dual View decoder will no longer be covered. Any replacement of the decoder after this date will then be at your own cost. You can however continue to use the Dual View decoder for as long as it works.

What’s included in the installation?

The installation includes a total of 25km travel, an 80cm dish, DStv Smart LNB, 50m cabling, connection of each decoder to one TV, connection of the two decoders in XtraView and activation of your services. Installation by our accredited installers also includes a 3-month guarantee on workmanship and a 12-month guarantee on equipment.

Can I get the replacement decoders directly from my installer?

No, this replacement is only available when you bring your Dual View decoder to any of our service centres or agencies before 31 March 2019.

Does my Dual View decoder have to be faulty for me to take up this offer?

No, the only requirement is that it has active insurance with us and that it is returned to one of our service centres or agencies before 31 March 2019.

Does my Dual View decoder have to be active for me to take up this offer?

No, the only requirement is that it has active insurance with us and that it is returned to one of our service centres or agencies before 31 March 2019.

I don’t have HD TVs. Will these new decoders work on them?

Yes, these decoders will work with older TVs, however you’ll miss out on being able to see the HD content in high definition (it will be displayed in standard definition on older TVs).

How do I find an installer?

You will need to make use of one of our DStv Accredited Installers. You can find your closest one here.

Can I take out insurance on my new decoders?

When you take up this offer, we’ll automatically move the insurance from your Dual View decoder to the DStv HD single view Decoder. You also have the option of taking out insurance on your new DStv Explora. Please contact us on (011) 369 4000 to take out insurance on your new DStv Explora.

Who do I contact if I have queries?

Our team is able to assist you on (011) 369 4000 or [email protected]