FREQUENTLY ASKED QUESTIONS
Deceased Account Management
What happens after I submit the required documents?
How can I follow up on a deceased account request?
What file formats are accepted for document submission?
What is the difference between an executor and next of kin?
What is an executorship letter?
How long does it take for the R5,000 claim benefit to be paid?
Can the R5,000 funeral benefit be paid to a next of kin, family member, or third party?
What banking proof is needed for the benefit payment?
What if there is no late estate account or the account has been closed?
How long does prepaid conversion take?
How long does contract cancellation take?
How long does transfer of ownership take for a mobile line?
What happens after I submit the required documents?
After the documents are submitted, an automatically generated reference number will be sent by email. The email will also include important information about the request. A Vodacom consultant will contact you within 3 working days to provide feedback and explain the next steps for the account.
How can I follow up on a deceased account request?
You can reply to [email protected] and include your service request reference number in the email subject line. If you would like to speak to a consultant, contact 0821905 and have your reference number available.
What file formats are accepted for document submission?
Documents submitted to Vodacom should be in .JPEG or .PDF format.
What is the difference between an executor and next of kin?
An executor is the person appointed to administer and carry out the requirements of the deceased person’s estate. Next of kin refers to the deceased person’s closest living relatives through blood or legal relationships, such as marriage.
What is an executorship letter?
An executorship letter helps confirm that the executor has been appointed to manage the deceased person’s estate and assets after death.
How long does it take for the R5,000 claim benefit to be paid?
How long does it take for the R5,000 claim benefit to be paid?
Can the R5,000 funeral benefit be paid to a next of kin, family member, or third party?
If the customer had Contract Cover Plus, a lump sum benefit of R5,000 may be paid to an eligible beneficiary. Payment may be made to the surviving spouse; if there is no living spouse, to the children equally; if the children are minors, to the legal guardian; or, if none of these beneficiaries are available, to the late estate.
What documents are required for the R5,000 benefit pay-out?
The required documents depend on the beneficiary. A surviving spouse must provide a marriage certificate or proof of relationship. Surviving children must provide an unabridged birth certificate or proof of relationship. For minor children, an unabridged birth certificate and proof of guardianship, such as adoption papers or a letter of guardianship appointment, are required. Late estate account details must also be provided where applicable.
What banking proof is needed for the benefit payment?
Proof of banking details must accompany the supporting documents. The bank account details must match the name and surname of the eligible beneficiary shown in the supporting relationship documents.
What if there is no late estate account or the account has been closed?
If there are no eligible beneficiaries and the deceased does not have a late estate account, the executor must open an account at the bank so the R5,000 benefit can be paid. If the late estate account has been closed, it must be reopened for the benefit to be paid into it.
How long does prepaid conversion take?
A prepaid conversion is usually completed within 48 hours, provided that all required documents and information have been received.
How long does contract cancellation take?
Contract cancellation is usually completed within 48 hours, provided that all required documents and information have been received.
How long does transfer of ownership take for a mobile line?
The timeframe depends on the outcome of the credit vetting application. Please enquire with the store where the transfer of ownership was applied for.
How long does transfer of ownership take for a fibre line?
If there are no eligible beneficiaries and the deceased does not have a late estate account, the executor must open an account at the bank so the R5,000 benefit can be paid. If the late estate account has been closed, it must be reopened for the benefit to be paid into it.
Key Information & Contacts
- Find out more here about Deceased Account Management.
- Download the deceased account form.
- Email: [email protected].
- Subscriber Collections: 082 1946 (If the account is in arrears) .
- Customer Care: 082 135 (If the account is not in arrears or if contact is made after hours) .