Two Mountains Insurance – extremely poor service and an unresolved insurance complaint

My aunt recently discovered that a Two Mountains insurance policy had been opened in her name. She did not knowingly apply for or agree to the insurance policy. She believed she was providing her personal details for a food parcel registration programme.

We requested cancellation of the Two Mountains policy in writing approximately one month before the scheduled deduction. Despite this, a premium was subsequently deducted from her SASSA grant.

I then contacted Two Mountains by phone and was verbally advised that the policy would be cancelled. Approximately two weeks later, the matter was still unresolved and we had still not received written confirmation of cancellation.

The service from Two Mountains throughout this process has been absolutely **** poor. Responses have been slow, repetitive and unhelpful, and we have had to repeatedly explain the same situation without receiving a straightforward resolution.

Two Mountains has also repeatedly requested a copy of my aunt’s ID and a bank statement in connection with the refund process. We have questioned why these documents are necessary, particularly as the deduction was made from her SASSA grant and the underlying issue is that she disputes knowingly consenting to the policy in the first place. Rather than properly addressing that issue, we continue to receive requests for documentation that we have already questioned the necessity of.

My aunt has now stopped the debit order through SASSA to prevent any further deductions.

At this stage, she is willing to let the initial deduction go if Two Mountains simply confirms in writing that the policy has been cancelled and that no further premiums or SASSA deductions will be taken.

The fact that this has had to be escalated to the National Financial Ombud because a basic cancellation request could not be resolved directly with Two Mountains is extremely disappointing.

This is not simply a complaint about a delayed refund. The core issue is that my aunt disputes knowingly consenting to the policy, requested cancellation before the deduction took place, had a deduction processed anyway, and has subsequently struggled to get a clear and final resolution from Two Mountains.

I am posting this because the level of service received from Two Mountains has been unacceptable, and I hope the company will finally take ownership of the matter and provide written confirmation that the policy has been cancelled and that no further deductions will occur.