Point of view: the promise and pitfalls of digitising South Africa’s Master of the High Court

South Africa’s Master of the High Court is inching towards digital modernisation, but despite early signals of progress, the journey remains uneven, and for many families navigating deceased estates, frustratingly slow.

After years of dysfunction and a near standstill at six Master’s Offices due to vacant leadership posts, the Department of Justice’s 2023 rollout of a new online portal seemed like a long-overdue shift. Yet, as practitioners and families alike quickly discovered, digitisation has not automatically translated into delivery.

Stacy Rouchos, managing director of Bannister Trust and estate planning advisor to Hobbs Sinclair Advisory, says that while the portal represents a step forward, it falls short of transforming estate administration in a meaningful way.

“The digital system makes it easier to access and submit documentation, which is a win,” Rouchos acknowledges. “But in practical terms, we’re still seeing turnaround times for Letters of Executorship stretch to six weeks or more, far beyond the Department’s stated 21-working-day target.”

Digital upgrades like SMS and email updates, improved retrieval of scanned files, and the addition of QR codes to Letters of Authority and Executorship offer real potential. Rouchos says these enhancements are necessary, and more should follow.

“It’s a simple but powerful feature. It’s also the kind of change we need more of, changes that reduce risk, increase transparency, and eliminate unnecessary back-and-forth," she says.

Still, the portal only supports new deceased estate and inter vivos Trust registrations. Amendments to existing Trusts and older estate matters must still be handled in person. This disconnect between digital policy and actual practice continues to impose delays, and for families in financial limbo, those delays are deeply consequential.

“Clients are understandably frustrated when they hear about a new digital system and assume it means speed and efficiency, only to find that half the process is still offline and beyond their control. We see families waiting months just to be granted formal authority to manage their loved one’s affairs," says Rouchos.

The inconsistency across provincial Master’s Offices adds further complexity. “In Johannesburg, we’re seeing encouraging traction. But in Cape Town and Pretoria, processes can be significantly slower and less reliable. The lack of standardisation undermines confidence in what could otherwise be a transformative platform," she warns.

It’s not just about convenience, it’s about financial wellbeing. Estates in South Africa can take two to five years to wind up, leaving beneficiaries without access to funds. Add delays at institutions like Sars, where post-death tax clearance certificates take months, and you have a system that many families simply cannot afford to navigate, she says.

Rouchos believes the right intentions are there, but the execution requires more commitment. “There’s no question this system has potential. But potential alone isn’t enough. It must deliver in practice, across all provinces, all file types, and all users," she says.

* Maleke is the editor of Personal Finance.

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