FAQ
Questions, answered.
If you can't find what you're looking for, a Funeral Care Consultant is one call away.
Joining
You can join online in a few minutes. Choose a package, tell us who you want to protect, add any services you want, review your cover and complete payment. You can also speak to a Funeral Care Consultant who will guide you through it.
Yes. DFS is built for families in the diaspora. You can join online, pay digitally, and manage everything remotely while your family is covered in Zimbabwe.
Basic details for yourself and the family members you want to cover. The online application tells you exactly what is needed at each step.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
Eligibility
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
Payments
Premiums are paid digitally. Supported payment methods are configured for your country and shown at checkout and in your customer portal.
Yes. This is one of the core reasons DFS exists.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
Yes. Receipts and statements are available in your customer portal and sent to you.
Family & beneficiaries
Yes. You can request changes through your customer portal or your Funeral Care Consultant. Changes are reviewed before they take effect.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
When a death occurs
Contact us straight away — by phone, WhatsApp, or through your customer portal — and our team takes over the arrangements. If you are in the diaspora, we keep you informed at every step.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
For the diaspora
You receive SMS and digital updates throughout — from policy confirmation to funeral scheduling and service confirmations. You can also add livestreaming so you can be present at the service.
Yes. Our team coordinates the service on the ground while you remain informed and involved from wherever you are.
DFS is opening to the diaspora in stages. Tell us where you live during the application and we will confirm availability.
Add-ons & personalised services
Optional services you can add to any package — from photography and livestreaming to custom caskets, catering, travel packs and more. Start with your package, then make it yours.
It depends on the service. Some adjust your monthly premium, some are one-time funeral fees, some are priced per person or per item, and bespoke items are quoted individually. The price treatment is shown on every service.
You can add many services when you join and others at the time of the funeral. Your Funeral Care Consultant can help either way.
Bespoke & custom requests
Name it. Our Bespoke service exists for exactly this — tell us what you have in mind and we will prepare a plan and a quotation.
For bespoke items we scope the request with you, then prepare a written quotation before anything is confirmed.
Travel
The contents are configurable and we finalise them with you. They are designed around travelling home for a funeral — essentials, personal care, and funeral-related items.
Travel and attendance assistance is available as a service — logistics guidance and on-the-ground support.
Livestreaming & digital
Our team sets up an on-site crew and connectivity and provides a private link for family to watch live. A recording is provided afterwards. Connectivity can vary by location and we will tell you if there is any risk.
Yes. The link is private and shared only with the people the family chooses.
Grief & family support
Yes — confidential online grief support sessions, available to multiple family members including those abroad. This is general grief support and is distinct from clinical or medical care; we will refer you on where that is needed.
Yes. Post-funeral support includes follow-up check-ins and practical guidance in the weeks afterwards.
Will writing
Yes, guided will-preparation assistance is included with every DFS policy. It assists with will preparation and does not replace independent legal advice where that is required.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
Changes & cancellation
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
CONTENT REQUIRED FROM DFS — this answer depends on the funeral policy documentation and must be confirmed before publishing.
Customer support
Call us, message us on WhatsApp, or request a callback. Prestige and Bespoke customers have a dedicated Funeral Care Consultant.
CONTENT REQUIRED FROM DFS — support hours.
Answers marked with a dashed underline depend on the DFS funeral policy documentation and are placeholders until confirmed. We never publish policy rules, waiting periods or benefit limits we cannot stand behind.
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