Unreliable service by Two mountain

I was disappointed by two mountains Lotus gardens branch in the west of Pretoria, not once but twice. First, we had a funeral my aunt passed away during the lockdown level 5, and we were supposed to bury her within 2-3days, I phone Two mountains and spoke to the consultant by the name of Dikeledi and give all the information and they promised to phone and get the directions to come and collect the deceased, but they did not show up until we decided to use another funeral parlor.

Secondly, six months later my mother in law passed away, before the passing of my mother in law, their pay point services from Pick n Pay or Checkers was not working I phone and assisted by the consultant named Lerato and she told me that their PayPoint services were cancelled and we were not even informed about that, my policy was behind with 2 months premium since I was unable to pay at the branch. I have asked Lerato how much do I owe them and she also confirm to me that I owe 2 months premium and she wanted me to pay more than I owe them, I asked her to refers me to the head office to speak to them. I was phoned by the guy called Jeff and rectify the mistake and told me how much to pay to bring the policy up to date , I did what I was told and send him POP to allocate the payment accordingly, I received the message that my policy was up to date. Unfortunately a day after my mother in law passed away I was so scapitical to use their service since I was disappointed previously. I only asked them for the condolence and brought all the papers required to claim and they told me that the money will be paid in two days but to my surprise they refuse to pay me and told me that my policy has lapsed. Two mountains is not trustworthy they will disappoint you at the last minutes, their services is so bad in such a way that you get different explanation from different consultant. I am really disappointment after being their client for so many years.