The Future of Funeral Services Depends on More Than Technology

There is a familiar scene that plays out across Botswana every month. At post offices and payment outlets in villages and towns, people queue patiently to pay their funeral policy premiums. Among them are grandparents who have honoured this commitment for decades, parents making payments on behalf of elderly family members, and even young people who continue to rely on physical payment channels.

For many households, this monthly routine reflects the importance of ensuring that loved ones remain protected. Yet in an era where digital services have transformed the way we bank, shop and communicate, it also raises an important question:Why do so many people still pay for their funeral policies in person? As Chief Technology Officer at FSGLimited,I believe the answer lies beyond technology itself.

Botswana has made remarkable progress in building a digital economy. According to the 2024 Digital Report, more than 77percentof the population has access to the internet, while mobile connections exceed the country’s total population, reflecting widespread access to mobile devices. Yet national averages tell only part of the story.

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Internet access, affordability and digital confidence remain uneven, particularly in rural communities, meaning that technology may be available without being fully accessible or fully understood. I believe the answer lies beyond technology itself. It is easy to assume that customers who continue making physical payments are reluctant to embrace digital platforms.

In reality, the reasons are far more nuanced. Some customers value the reassurance of receiving a printed receipt, while others are concerned about making mistakes when transacting digitally. Many simply continue using the payment method they have always known because it is familiar and dependable.

This is not only true for older generations. Younger people often pay on behalf of parents or grandparents, while others continue using traditional payment channels because they have never been introduced to more convenient alternatives.

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