BN
BETTY N
1 reviews | Active since Sept 2014
14 Apr 2019, 09:22
Bad Customer Service.
When my son was about to turn 21 I got a call from Metropolitan that the system was going to kick him out now that he is going to be an adult but if he is still in school he will be covered until 26/27 I must send proof of dependency, I send a student card, registration proof, they asked for his ID copy I sent it. I thought everything was sorted until yesterday someone called me about one of their products and I found out that the policy is covering me only not my son, my question is why they didn't tell me that the proof he is not valid.
Helpful (0)
Replies (3)0
Replies (3)
Metropolitan Life's replyOfficial
15 Apr 2019, 12:14Dear Betty
We acknowledge receipt of your complaint of today.
Did you know you can log your complaint directly with us?
Contact Centre - ***
Web: www.metropolitan.co.za
email: ***
Please be advised that if the terms and conditions of your product states that you have member and children cover or member, spouse and children cover and under these benefits your minor dependent child is covered ****il age 21), this cover is automatically extended, as long as he/she is a full time student under the age of 26 years (i.e. 25, not yet 26 years) and also if your child is totally and permanently declared disabled before the age of 21 years.
Since last year, our system does 'hide' the names of the children older than 21 years, but that does not mean they are not covered.
iIf you supply the proof of your child being a full time student under the age of 26 years, we can add his/her name back on the policy, but it will only show up during that month - until the next month's update runs to hide the names of children older than 21 on policies.
With each of these update runs on our system, the list of names of children are distributed to our marketing staff, who is then in turn supposed to contact the member to hear if the member would like to cover the child under extended family on their policy or perhaps take out a new policy for their child or if the child would perhaps now like to take cover for himself/herself.
This process was initiated to ensure members' remember to cover their children who have reached the age of majority, as many members lose track of the fact that their child's cover ceases when they reach the age of majority (and are not disabled or full time students.
therefore it is only at claim stage that we will need to request proof that they are:
1. Full Time Students, under the age of 26 years
or
2. Totally and Permanently disabled (before age 21)
We trust that the above addresses your concern and look forward to being of service to you again.
Regards
Client Care Team
We acknowledge receipt of your complaint of today.
Did you know you can log your complaint directly with us?
Contact Centre - ***
Web: www.metropolitan.co.za
email: ***
Please be advised that if the terms and conditions of your product states that you have member and children cover or member, spouse and children cover and under these benefits your minor dependent child is covered ****il age 21), this cover is automatically extended, as long as he/she is a full time student under the age of 26 years (i.e. 25, not yet 26 years) and also if your child is totally and permanently declared disabled before the age of 21 years.
Since last year, our system does 'hide' the names of the children older than 21 years, but that does not mean they are not covered.
iIf you supply the proof of your child being a full time student under the age of 26 years, we can add his/her name back on the policy, but it will only show up during that month - until the next month's update runs to hide the names of children older than 21 on policies.
With each of these update runs on our system, the list of names of children are distributed to our marketing staff, who is then in turn supposed to contact the member to hear if the member would like to cover the child under extended family on their policy or perhaps take out a new policy for their child or if the child would perhaps now like to take cover for himself/herself.
This process was initiated to ensure members' remember to cover their children who have reached the age of majority, as many members lose track of the fact that their child's cover ceases when they reach the age of majority (and are not disabled or full time students.
therefore it is only at claim stage that we will need to request proof that they are:
1. Full Time Students, under the age of 26 years
or
2. Totally and Permanently disabled (before age 21)
We trust that the above addresses your concern and look forward to being of service to you again.
Regards
Client Care Team
Metropolitan Life's reply15 Apr 2019, 12:14
Official
Dear Betty
We acknowledge receipt of your complaint of today.
Did you know you can log your complaint directly with us?
Contact Centre - ***
Web: www.metropolitan.co.za
email: ***
Please be advised that if the terms and conditions of your product states that you have member and children cover or member, spouse and children cover and under these benefits your minor dependent child is covered ****il age 21), this cover is automatically extended, as long as he/she is a full time student under the age of 26 years (i.e. 25, not yet 26 years) and also if your child is totally and permanently declared disabled before the age of 21 years.
Since last year, our system does 'hide' the names of the children older than 21 years, but that does not mean they are not covered.
iIf you supply the proof of your child being a full time student under the age of 26 years, we can add his/her name back on the policy, but it will only show up during that month - until the next month's update runs to hide the names of children older than 21 on policies.
With each of these update runs on our system, the list of names of children are distributed to our marketing staff, who is then in turn supposed to contact the member to hear if the member would like to cover the child under extended family on their policy or perhaps take out a new policy for their child or if the child would perhaps now like to take cover for himself/herself.
This process was initiated to ensure members' remember to cover their children who have reached the age of majority, as many members lose track of the fact that their child's cover ceases when they reach the age of majority (and are not disabled or full time students.
therefore it is only at claim stage that we will need to request proof that they are:
1. Full Time Students, under the age of 26 years
or
2. Totally and Permanently disabled (before age 21)
We trust that the above addresses your concern and look forward to being of service to you again.
Regards
Client Care Team
We acknowledge receipt of your complaint of today.
Did you know you can log your complaint directly with us?
Contact Centre - ***
Web: www.metropolitan.co.za
email: ***
Please be advised that if the terms and conditions of your product states that you have member and children cover or member, spouse and children cover and under these benefits your minor dependent child is covered ****il age 21), this cover is automatically extended, as long as he/she is a full time student under the age of 26 years (i.e. 25, not yet 26 years) and also if your child is totally and permanently declared disabled before the age of 21 years.
Since last year, our system does 'hide' the names of the children older than 21 years, but that does not mean they are not covered.
iIf you supply the proof of your child being a full time student under the age of 26 years, we can add his/her name back on the policy, but it will only show up during that month - until the next month's update runs to hide the names of children older than 21 on policies.
With each of these update runs on our system, the list of names of children are distributed to our marketing staff, who is then in turn supposed to contact the member to hear if the member would like to cover the child under extended family on their policy or perhaps take out a new policy for their child or if the child would perhaps now like to take cover for himself/herself.
This process was initiated to ensure members' remember to cover their children who have reached the age of majority, as many members lose track of the fact that their child's cover ceases when they reach the age of majority (and are not disabled or full time students.
therefore it is only at claim stage that we will need to request proof that they are:
1. Full Time Students, under the age of 26 years
or
2. Totally and Permanently disabled (before age 21)
We trust that the above addresses your concern and look forward to being of service to you again.
Regards
Client Care Team
BN
BETTY N's updateReviewer Update
15 Apr 2019, 12:27Thanks for clarification.
BN
BETTY N's update15 Apr 2019, 12:27
Reviewer Update
Thanks for clarification.
Metropolitan Life's replyOfficial
15 Apr 2019, 12:28Our pleasure
Metropolitan Life's reply15 Apr 2019, 12:28
Official
Our pleasure