Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Metropolitan Life is described by policyholders as an insurer that collects premiums reliably but struggles badly when money needs to flow the other way. Customers consistently report unpaid funeral and annuity claims, debits continuing after cancellation, and unanswered emails. The clearest bright spot is individual branch consultants, who are frequently named and thanked for going out of their way.
Top Strengths:
- •Agent Quality & Customer Care: Individual consultants are the strongest part of the experience. Customers name Tyron Williams, Astrid Williams, Aletta Clarence, Johannah Amese, Maria Malau and Tshidi Choma as patient and thorough, though branch rudeness and misselling pull the theme down.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 3m
TrustIndex
3.2
Ranking
#17
in Life Insurance
Reply Time
10h 53m
NPS Score
-51
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 3m
Dec '25 - Nov '26
Frequently Asked Questions About Metropolitan Life
What do customers say about Metropolitan Life?
Based on recent customer reviews, Metropolitan Life is described by policyholders as an insurer that collects premiums reliably but struggles badly when money needs to flow the other way. Customers consistently report unpaid funeral and annuity claims, debits continuing after cancellation, and unanswered emails. The clearest bright spot is individual branch consultants, who are frequently named and thanked for going out of their way.
What is Metropolitan Life's biggest strength?
Metropolitan Life's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Individual consultants are the strongest part of the experience. Customers name Tyron Williams, Astrid Williams, Aletta Clarence, Johannah Amese, Maria Malau and Tshidi Choma as patient and thorough, though branch rudeness and misselling pull the theme down.
What are the most common complaints about Metropolitan Life?
The most common complaint about Metropolitan Life, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. A recurring theme is automated email acknowledgements followed by silence. Customers describe broken callback promises, dropped calls on the 0860 line, unreachable back office and Home Services teams, and conflicting answers from different consultants.
How does Metropolitan Life compare to other Life Insurance companies?
Metropolitan Life scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Life Insurance, compared to the Life Insurance industry average of 3.1. Their strongest theme is Policy Admin (1.2); their weakest is Sales Practices (0.9). The top AI-rated Life Insurance business on Hellopeter is Future Green Dot (4.4). How is the AI Score calculated? →
Is Metropolitan Life trustworthy?
Metropolitan Life has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 243 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 3 min. Hellopeter has tracked Metropolitan Life across 2,952 total reviews. How is the TrustIndex calculated? →
Recent reviews (243)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Dec 2024
Metropolitan - impossible to cancel policies
Due to a sudden and drastic change in my financial situation I was forced to cancel my policies with Metropolitan Life. Besides a single *** in which I was informed that certain forms must be filled in in triplicate and various other obstacles, stopping just short of donating a kidney or half of my heart, I have experienced absolutely no joy. I guess a refund would probably never happen
1 reviews | Active since Dec 2024
Metropolitan - impossible to cancel policies
Due to a sudden and drastic change in my financial situation I was forced to cancel my policies with Metropolitan Life. Besides a single *** in which I was informed that certain forms must be filled in in triplicate and various other obstacles, stopping just short of donating a kidney or half of my heart, I have experienced absolutely no joy. I guess a refund would probably never happen
1 reviews | Active since Aug 2023
Client service that do things that you can understand
Client service that do things that you can understand.Rating doesn't actually describe their service, It's a signature on their great team.
1 reviews | Active since Aug 2023
Client service that do things that you can understand
Client service that do things that you can understand.Rating doesn't actually describe their service, It's a signature on their great team.
1 reviews | Active since Apr 2023
Port Shepstone branches not answering calls
No answer on calls for portshepstone branches been calling for over a week.
1 reviews | Active since Apr 2023
Port Shepstone branches not answering calls
No answer on calls for portshepstone branches been calling for over a week.
1 reviews | Active since Oct 2026
I am deeply disappointed and dissatisfied with the way Metropolitan is handling my nephew's funer...
I am deeply disappointed and dissatisfied with the way Metropolitan is handling my nephew's funeral policy claim. I took out a policy for my nephew who was tragically ******ed on 11 September. I submitted the claim on 18 September and I have been waiting ever since for Metropolitan to conclude its investigation and provide me with feedback. When I took out this policy the sales lady who assisted me assured me that there was no waiting period. However inow understand that Metropolitan is disputing the waiting period and this is apparently one of the issues holding up my claim. What makes this situation even more upsetting is the nature of some of the questions raised by a Metropolitan representative :- Loyiso Ndamase - from Mthatha Plaza branch. During our discussion Loyiso Ndamase suggested that perhaps my nephew was ******ed because he was committing a crime yet no evidence was presented to substantiate such a suggestion. He also questioned why my nephew was ******ed at night at ar
1 reviews | Active since Oct 2026
I am deeply disappointed and dissatisfied with the way Metropolitan is handling my nephew's funer...
I am deeply disappointed and dissatisfied with the way Metropolitan is handling my nephew's funeral policy claim. I took out a policy for my nephew who was tragically ******ed on 11 September. I submitted the claim on 18 September and I have been waiting ever since for Metropolitan to conclude its investigation and provide me with feedback. When I took out this policy the sales lady who assisted me assured me that there was no waiting period. However inow understand that Metropolitan is disputing the waiting period and this is apparently one of the issues holding up my claim. What makes this situation even more upsetting is the nature of some of the questions raised by a Metropolitan representative :- Loyiso Ndamase - from Mthatha Plaza branch. During our discussion Loyiso Ndamase suggested that perhaps my nephew was ******ed because he was committing a crime yet no evidence was presented to substantiate such a suggestion. He also questioned why my nephew was ******ed at night at ar
1 reviews | Active since Jun 2025
Claim explanation
I have a policy with them and my mom died through a car accident but the policy said I can not get a double claim cause I'm not the spouse. Here's my policy number FUNERAL PLAN – ***. The cover was R20000 pay out and I got R195593
1 reviews | Active since Jun 2025
Claim explanation
I have a policy with them and my mom died through a car accident but the policy said I can not get a double claim cause I'm not the spouse. Here's my policy number FUNERAL PLAN – ***. The cover was R20000 pay out and I got R195593
1 reviews | Active since Sept 2016
Refusal to Pay Out My Retirement Annuity Claim by Metropolitan
I have been trying to claim a retirement annuity from Metropolitan since November 2025. To date the claim has not been paid and there is no reason why the claim is delaying. Everytime I call or make follow up they tell me that they are escalting the matter. How do you escalate a matter for almost a year without giving your client feedback. I am dissapointed at how the process is handled and continue to be frustrated with their refusal to pay out the claim.
1 reviews | Active since Sept 2016
Refusal to Pay Out My Retirement Annuity Claim by Metropolitan
I have been trying to claim a retirement annuity from Metropolitan since November 2025. To date the claim has not been paid and there is no reason why the claim is delaying. Everytime I call or make follow up they tell me that they are escalting the matter. How do you escalate a matter for almost a year without giving your client feedback. I am dissapointed at how the process is handled and continue to be frustrated with their refusal to pay out the claim.
1 reviews | Active since Oct 2026
I am not happy on how they want me to do letter of authority while my father passed awag when
I am not happy on how they want me to do letter of authority while my father passed awag when i was nearly 2 years old and i dont even know my father's family and my mother passed away in 2024
1 reviews | Active since Oct 2026
I am not happy on how they want me to do letter of authority while my father passed awag when
I am not happy on how they want me to do letter of authority while my father passed awag when i was nearly 2 years old and i dont even know my father's family and my mother passed away in 2024