Frequently asked questions

How to claim

  • Obtain a claim form from your nearest Two Mountains branch/or satellite office
  • The Two Mountains consultant will assist you with documentation to complete for claims processing
  • Alternatively, you can Email to
  • List of documents required for a claim to be processed for burial or payout.
  1. Confirmation of Bank account details (statement or Bank account confirmation letter).
  2. Notice of Death (BI-1663 4 pages)
  3. Computerized Death Certificate
  4. Certified ID copy – Deceased
  5. Certified ID copy – Applicant (Certified)
  6. Certified ID copy – Claimant (Certified)
  7. Burial Order
  8. Confirmation letter
  9. Proof of Marriage: Lobola letter/marriage certificate
  10. Police Report and Police statement: Unnatural causes
  11. Affidavit where applicable


Financial FAQ's

The policy holder is the main member of a policy and is the person who enjoys the benefits on the policy. Someone else can be the policy payer but they have no rights on the policy, only the main member has.

Yes, Foreign nationals can be covered if they meet the requirements included in the policy wording.

  1. All lives covered must be in possession of a valid work/refugee/ residence permit within a valid passport that allows them to live within the country and must normally reside in South Africa to qualify to be added onto the policy
  2. The main member and beneficiary must have a South African bank account
  3. Benefits will be paid in South African Rands to a South African bank account
  1. They can be added to the Single parent, Family funeral  if they are within the qualifying age
  2. Still born children of the Main member are covered under the policy.
  3. Children under the Single Parent, Family policy will remain as children up until their 21st or 25th* birthday
  4. Children qualify to be covered up to 25 years of age if they are unmarried and attending a tertiary institution. As well as if they are physically or mentally disabled.
  5. When the child passes the qualifying age (i.e. turn 21 or 25) they must be added as an adult child under the extended family benefit to remain on the policy.

This is the date when the client pays their first premium and cover commences.


  1. As soon as the first premium is paid, all members under the policy are automatically covered for accidental death.
  2. When the policy incepts waiting periods for natural causes and suicide will also commence
  3. If new benefits or additional members are added to the policy premium will be recalculated and waiting periods and cover for the additional members and benefits will start when the New recalculated total premium is paid.

A policy will automatically end if there is non-payment of two (2) total premiums after the policy has incepted.

  1. A lapse occurs when a customer does not pay their TOTAL premium or makes partial payments of their total premium that adds up to two (2) full premiums.
  2. When a policy lapses the policy holder and their member will no longer have cover under their policy.
  1. Cover ends for all lives assured
  2. The client can elect to keep the policy and  benefits on the policy by reinstating the policy.

If your policy lapses you can come back to us and request that we reinstate your policy with the same benefits or additional benefits. This can be done within 90 days from the last date a premium was received.

When the customer first takes out the policy

  • Waiting periods apply when the customer first takes out the policy and pay’s their first premium i.e. incepts the policy
  • Cover for death by natural causes for all lives on the policy will start after the policy has been active for 3/6 months, has finished its waiting period of 3/6 months depending on the product selected and complete premium received
  • Cover for death by suicide for all lives on the policy will start after the policy has been active for 12 months in a row from the policy/ benefit start date and we have received and complete premium received.

There are specific events that are not covered on this policy and if they occur, we will not pay a claim even if the customer is out of their waiting period. These excluded events are stipulated in the policy wording.

In addition to any specific exclusions set out in each benefit section, we will not pay a claim for an insured event because of any of the exclusions listed below:


We will not pay a claim for an insured person if he was not eligible or did not meet the definition of insured person on his benefit start date.

We will not pay a claim for an insured person if the insured event, or accident leading to the insured event, happened before his benefit start date.

  1. On the policy anniversary date premiums and benefits will increase if (if family funeral selected) main insured are under 65
  2. As soon as either the main insured or partner turns 65 (on the policy anniversary cycle linked to their 65th birth date) the premium and benefit increases will STOP
  3. This also means if main member is OVER 65 at the start date of the policy there will be no premium or benefit increases on the policy.
  1. For as long as the main insured is under the age of 65 the premium and benefit increases are compulsory.
  2. If the client cannot afford the increases, they must contact us in advance and do one of the following: Reduce cover amounts, remove benefits or remove lives assured on the policy to reduce the premium to what they can afford.

The process of changing or substituting one insurance policy for another by cancelling the current policy. For example, when a client wants to replace their current policy from insurer A or B for the Two Mountains Family plan policy.


As the insurer of this policy. it is required that we track all replacement requests from our customers, and inform the current insurer that their policy is being replaced

We will also look at how long the client has had the current the policy for and how much cover they had. This aims to see if we will waiver (i.e. remove) some or all the waiting periods on the Two Mountains Life Series V2 policy the customer must wait out.


  1. Client must select yes or no if they are replacing a policy on the application form
  2. If they select yes to replace the policy, they must be made aware of the following.
  • They may pay some charges and fees twice, first on the existing policy and once again on the new policy.
  • They may pay higher premiums on the new policy because they are older now or their health situation might have changed.
  • There might be differences in premium and benefit increases
  • The new   policy   may   have   more   exclusions, restrictions or waiting          This     means     their     policy     may sometimes pay   out   claims   when   your   old   policy   did There may be other things to think about which might change their decision to replace their old policy.
  • Because this is non-advice sale, Two Mountain’s agents CANNOT offer advice about the replacement. If they need advice, they must contact a financial advisor
  • If they agree to take the Two Mountains Family Plan product and are replacing it with their current policy, we will need them to submit the policy schedule within 31 days at their nearest branch or email to Two Mountains
  • If they do not submit within 31 days than normal waiting periods will apply.

Burial FAQ's

First, death must be officially pronounced by someone with the authority to do so. If death occurred in your home, unattended by medical personnel, an official must be called to your home to officially pronounce death. If your loved one was terminally ill and under hospice care, the hospice nurse is usually authorized to make the official pronouncement. When death occurs in a hospital, the doctor will pronounce death.

Once death is officially pronounced, the funeral home is contacted to arrange for removal of the deceased body.

We are available 24 hours a day, so there is no need to wait for regular business hours. Arrangements are made  for removal of the body, as well as, setting an appointment for the family to come into the funeral home to make arrangements.

Oftentimes, next of kin, immediate family members and sometimes, close friends, wish to participate in planning the funeral of their loved one. While their input is usually taken into consideration, the official responsibility falls on the person with the legal authority to sign the authorization for the funeral service. This person is usually the next of kin. It is important to understand that signing the authorization for the funeral service means accepting the financial responsibility for the funeral.

We offer a wide variety of funeral options, combined with cremation, designed to meet your personal preferences, financial and religious considerations. For example, funeral services can occur before or after cremation has taken place. Families can opt for a full service with viewing prior to cremation or memorial service with or without the presence of the cremated remains. It’s just a matter of talking to your Funeral Director to make your wishes known.

The cost of a funeral will be determined by you and your family as you make your selections from three basic areas: professional service fees, casket/urn cost and miscellaneous services and merchandise.  A Two Mountains consultant will present you with a General Price List. You will notice that some costs are basic to every funeral. However, you will also be presented with a wide range of funeral services and additional items from which to choose. Use the price list to guide your selections. 

Two Mountains has a highly dedicated team to assist you with a burial package that will suit your pocket.

A death certificate is a legal document required to conclude the business of your loved one. If the deceased had a will, trust, checking or savings accounts not held jointly (1 for each account), certificates of deposit not held jointly, safety deposit box, stocks or bonds (1 for each corporation), insurance policies (1 for each company), credit cards and transfer of real and personal property not held jointly you will have to present a certified copy to those entities responsible for settling these accounts.

You will also need copies to file for union benefits. In most cases, photocopies will not be accepted.
Your funeral director will be responsible for ordering these copies at the time of funeral arrangement conference.  It is wise to order a few additional copies to meet any unexpected contingencies, such as discovering an insurance policy or bank account that no one knew about. Ordering certified copies, a month or two after the funeral can sometimes result in delays of up to six weeks.

Obituary information. If possible, take some time at home with your family to draft a summary of the contents. Be sure to include the correct spelling of family, friends, medical support, and locations to be mentioned in the text. Include education, hobbies, employment, and life achievements, as well as addresses for donations. Also, you may desire a special poem, religious verse, or quote. Write or type all the above as legible as possible, thus, preventing translation errors. 

Bring the best photos for the obituary (if desired) and memorial website or funeral program.

Bring information required for the death certificate. Although every state has different requirements, these are the basics: The deceased person’s legal name; Social Security Number; date of birth and date of death; birthplace (city and state, territory or foreign country); residence and Zip Code (city and county); marital status at time of death; surviving spouse’s name; military service; legal names of the decedent’s father and mother (including the mother’s maiden name), their birthplaces (state, territory, foreign country); the decedent’s usual occupation (type of work done during most of his/her working life); the kind of business; education info (what best describes the highest level of schooling completed).

Payment FAQ's

Pay@ is a payment system that gives you the option to pay remotely without going to a Two Mountains Branch or Satellite Office

You can pay at the following retails stores: Boxer;  USave; Checkers; TopItUp; Shoprite; Spar; Ackermans; Pick n Pay; Pep and at any Spaza Shop that uses Flash

IMPORTANT: Make sure you have your pay@ card and/or number with you to make payment

A debit order is a way for a third part, that you have given permission, to collect money from your bank account.

To arrange a debit order with Two Mountains, you can call us on 0800 668 539 (Free Call) to arrange a debit order for your policy.

A direct deposit is a payment option where your funds are electronically paid to the Two Mountains account by means of an ATM deposit, Cellphone Banking or Digital Banking

You can deposit your premium at any major bank. Our direct deposit account details are:

Standard Bank

Acc number: 0832 018 66

Remember to use your policy number or ID number as reference when doing direct deposit.