DA
Dina A
1 reviews | Active since Dec 2024
10 May 2025, 06:56
Hypocrites: A painful experience with two mountains
Here's my story: After my mom passed away at home, we contacted Two Mountains since she had a policy with them. They confirmed coverage after checking their system, which reassured us. They collected her body and stored it in their mortuary from Good Friday until the long weekend ended. On April 22, 2025, we visited Lotus to make arrangements, and Mashudu assisted us. She printed the necessary documents, and one of their drivers even accompanied me to Home Affairs to obtain a death certificate. We also selected a casket for my mom.
However, after completing what we thought were all the necessary steps, we were shocked to learn that my mom's policy wasn't covered due to a 6-month waiting period. This was despite knowing that her policy was reinstated in November, and she had been paying premiums since then. We understood that reinstated policies typically don't require waiting periods. This experience was disappointing and stressful. I hope others can learn from my experience with Two Mountains company. My story doesn't end hear, there's a lot of bad things they have done in that small period of time.
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Replies (6)DA
Dina A's updateReviewer Update
10 May 2025, 22:00Their clause
Continuation of Cover 7.1. Should the policy lapse because of failure to pay premiums and the policyholder request that the policy be reinstated within two months from date of lapsing, the following will apply: 7.1.1. The policyholder does not have to pay the arrear premiums. 7.1.2. If a waiting period was still running before the policy is restarted, the balance of that waiting period will continue to apply after the date of restart. 7.1.3. If the policy is out of waiting period before the policy is restarted, no waiting period will apply from the date of restart. 7.2. If the policy is reinstated after two months from the date of lapse, the following will apply: 7.2.1. The policyholder does not have to pay the arrear premiums. 7.2.2. The waiting periods will start again. 7.2.3. Premiums will be calculated based on the age as at the restart date.
But with us they made us to pay Cash imagine, not to mention the tent chaos they sent us a small pyramid tent with 100 chairs not fitting inside only 25 chairs fitted, when we enquired about that they told us that we must pay R2000 for a big one and it won't be delivered to us, still on that they printed wrong dates on the obituary yhoooo this two mountains join it at your own risk shame.
Continuation of Cover 7.1. Should the policy lapse because of failure to pay premiums and the policyholder request that the policy be reinstated within two months from date of lapsing, the following will apply: 7.1.1. The policyholder does not have to pay the arrear premiums. 7.1.2. If a waiting period was still running before the policy is restarted, the balance of that waiting period will continue to apply after the date of restart. 7.1.3. If the policy is out of waiting period before the policy is restarted, no waiting period will apply from the date of restart. 7.2. If the policy is reinstated after two months from the date of lapse, the following will apply: 7.2.1. The policyholder does not have to pay the arrear premiums. 7.2.2. The waiting periods will start again. 7.2.3. Premiums will be calculated based on the age as at the restart date.
But with us they made us to pay Cash imagine, not to mention the tent chaos they sent us a small pyramid tent with 100 chairs not fitting inside only 25 chairs fitted, when we enquired about that they told us that we must pay R2000 for a big one and it won't be delivered to us, still on that they printed wrong dates on the obituary yhoooo this two mountains join it at your own risk shame.
DA
Dina A's update10 May 2025, 22:00
Reviewer Update
Their clause
Continuation of Cover 7.1. Should the policy lapse because of failure to pay premiums and the policyholder request that the policy be reinstated within two months from date of lapsing, the following will apply: 7.1.1. The policyholder does not have to pay the arrear premiums. 7.1.2. If a waiting period was still running before the policy is restarted, the balance of that waiting period will continue to apply after the date of restart. 7.1.3. If the policy is out of waiting period before the policy is restarted, no waiting period will apply from the date of restart. 7.2. If the policy is reinstated after two months from the date of lapse, the following will apply: 7.2.1. The policyholder does not have to pay the arrear premiums. 7.2.2. The waiting periods will start again. 7.2.3. Premiums will be calculated based on the age as at the restart date.
But with us they made us to pay Cash imagine, not to mention the tent chaos they sent us a small pyramid tent with 100 chairs not fitting inside only 25 chairs fitted, when we enquired about that they told us that we must pay R2000 for a big one and it won't be delivered to us, still on that they printed wrong dates on the obituary yhoooo this two mountains join it at your own risk shame.
Continuation of Cover 7.1. Should the policy lapse because of failure to pay premiums and the policyholder request that the policy be reinstated within two months from date of lapsing, the following will apply: 7.1.1. The policyholder does not have to pay the arrear premiums. 7.1.2. If a waiting period was still running before the policy is restarted, the balance of that waiting period will continue to apply after the date of restart. 7.1.3. If the policy is out of waiting period before the policy is restarted, no waiting period will apply from the date of restart. 7.2. If the policy is reinstated after two months from the date of lapse, the following will apply: 7.2.1. The policyholder does not have to pay the arrear premiums. 7.2.2. The waiting periods will start again. 7.2.3. Premiums will be calculated based on the age as at the restart date.
But with us they made us to pay Cash imagine, not to mention the tent chaos they sent us a small pyramid tent with 100 chairs not fitting inside only 25 chairs fitted, when we enquired about that they told us that we must pay R2000 for a big one and it won't be delivered to us, still on that they printed wrong dates on the obituary yhoooo this two mountains join it at your own risk shame.
Two Mountains's replyOfficial
12 May 2025, 08:00Good morning Dina ADM
Thank you for reaching out to us. We acknowledge receipt of your review and sincerely apologize for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards,
Two Mountains Complaints Department
Thank you for reaching out to us. We acknowledge receipt of your review and sincerely apologize for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards,
Two Mountains Complaints Department
Two Mountains's reply12 May 2025, 08:00
Official
Good morning Dina ADM
Thank you for reaching out to us. We acknowledge receipt of your review and sincerely apologize for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards,
Two Mountains Complaints Department
Thank you for reaching out to us. We acknowledge receipt of your review and sincerely apologize for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.
Kind regards,
Two Mountains Complaints Department
DA
Dina A's updateReviewer Update
15 May 2025, 02:25Why do people avoid answering directly? Can you please outline the procedure for collecting a deceased person from home after contacting a funeral parlour?
Even when you send your drivers you undress the body naked of a decease in front of us while we're in pain, those are the things you should have done in the mortuary not in front of us. I think your company should be investigated thoroughly cause when I got to the mortuary few days after to check on my mom, her face was swollen and bruised when I asked they told me it was because she stayed too long but her legs was fine, you know two mountains has really traumatized me and my family. I will never keep quiet until this matter is resolved and I'm compensated for all the damages one of their consultant has created.
Even when you send your drivers you undress the body naked of a decease in front of us while we're in pain, those are the things you should have done in the mortuary not in front of us. I think your company should be investigated thoroughly cause when I got to the mortuary few days after to check on my mom, her face was swollen and bruised when I asked they told me it was because she stayed too long but her legs was fine, you know two mountains has really traumatized me and my family. I will never keep quiet until this matter is resolved and I'm compensated for all the damages one of their consultant has created.
DA
Dina A's update15 May 2025, 02:25
Reviewer Update
Why do people avoid answering directly? Can you please outline the procedure for collecting a deceased person from home after contacting a funeral parlour?
Even when you send your drivers you undress the body naked of a decease in front of us while we're in pain, those are the things you should have done in the mortuary not in front of us. I think your company should be investigated thoroughly cause when I got to the mortuary few days after to check on my mom, her face was swollen and bruised when I asked they told me it was because she stayed too long but her legs was fine, you know two mountains has really traumatized me and my family. I will never keep quiet until this matter is resolved and I'm compensated for all the damages one of their consultant has created.
Even when you send your drivers you undress the body naked of a decease in front of us while we're in pain, those are the things you should have done in the mortuary not in front of us. I think your company should be investigated thoroughly cause when I got to the mortuary few days after to check on my mom, her face was swollen and bruised when I asked they told me it was because she stayed too long but her legs was fine, you know two mountains has really traumatized me and my family. I will never keep quiet until this matter is resolved and I'm compensated for all the damages one of their consultant has created.
Two Mountains's replyOfficial
15 May 2025, 08:03Good morning Dina ADM,
Thank you for the reply. We sincerely apologize for the service experience you encountered. The investigation is almost done in this matter. You will hear from us soon.
Kind regards,
Two Mountains Complaints Department
Thank you for the reply. We sincerely apologize for the service experience you encountered. The investigation is almost done in this matter. You will hear from us soon.
Kind regards,
Two Mountains Complaints Department
Two Mountains's reply15 May 2025, 08:03
Official
Good morning Dina ADM,
Thank you for the reply. We sincerely apologize for the service experience you encountered. The investigation is almost done in this matter. You will hear from us soon.
Kind regards,
Two Mountains Complaints Department
Thank you for the reply. We sincerely apologize for the service experience you encountered. The investigation is almost done in this matter. You will hear from us soon.
Kind regards,
Two Mountains Complaints Department
DA
Dina A's updateReviewer Update
15 May 2025, 09:14I hope this situation is thoroughly investigated to determine the root cause. It appears that your consultants require proper training. Considering the damage they've caused, I'm certain I'm not the only one who's experienced pain and trauma. I hope steps are taken to prevent similar situations in the future.
DA
Dina A's update15 May 2025, 09:14
Reviewer Update
I hope this situation is thoroughly investigated to determine the root cause. It appears that your consultants require proper training. Considering the damage they've caused, I'm certain I'm not the only one who's experienced pain and trauma. I hope steps are taken to prevent similar situations in the future.
Two Mountains's replyOfficial
15 May 2025, 10:00Good day Dina ADM,
We sincerely appreciate you bringing this to our attention. We regret that your experience did not meet expectations, and we truly apologize. We will contact you regarding the outcome of the complaint within 24 hours. Ensuring excellent service is our priority, and we appreciate your patience as we work to resolve this.”
Kind regards,
Two Mountains Complaints Department
We sincerely appreciate you bringing this to our attention. We regret that your experience did not meet expectations, and we truly apologize. We will contact you regarding the outcome of the complaint within 24 hours. Ensuring excellent service is our priority, and we appreciate your patience as we work to resolve this.”
Kind regards,
Two Mountains Complaints Department
Two Mountains's reply15 May 2025, 10:00
Official
Good day Dina ADM,
We sincerely appreciate you bringing this to our attention. We regret that your experience did not meet expectations, and we truly apologize. We will contact you regarding the outcome of the complaint within 24 hours. Ensuring excellent service is our priority, and we appreciate your patience as we work to resolve this.”
Kind regards,
Two Mountains Complaints Department
We sincerely appreciate you bringing this to our attention. We regret that your experience did not meet expectations, and we truly apologize. We will contact you regarding the outcome of the complaint within 24 hours. Ensuring excellent service is our priority, and we appreciate your patience as we work to resolve this.”
Kind regards,
Two Mountains Complaints Department