Una M

Decreased Benefits-TU44023 (Complaints Reference Number - TMU004920)

My mother has been with Two Mountain Funeral Services for over 12 years. She was on Plan F with a R30,000 benefit, plus an extended member benefit of R15,000, paying R150 per month. On 29 December 2025, I went to pay the policy and was assisted by Mercy. She told me the payout is now only R11,500 and she couldn’t even see the extended member details on the system. No one can explain why the benefit dropped, yet the premium has increased to about R172. Mercy said she would query management and call me back. Weeks later, no feedback, no documents, no resolution. Another consultant said it “could be a system error”, but that’s not acceptable when people’s money is involved. I was also told to take a new policy if we want a higher payout — which is ridiculous because we already have a policy. Warning to the public: Please check your Two Mountain policy benefits and request updated documents. Based on what we are experiencing, this company is starting to look like a **** and people must be very careful — your benefits can change without notice, and you may only find out when it’s too late.