1 reviews | Active since Oct 2019
Bereaved family treated like ****!!!!
I'm disgusted with the customer service of Metropolitan Life. It's been 3 weeks since I submitted a claim, and nothing. Application submitted for the cover funds. This is a funeral cover since forever. The agent asked me to send documents, and this I've submitted. Even though I have put in the claim and asked them to contact me they dealt with my sister whose name is on the death declaration. I had to keep phoning and ask for feedback. Eventually I'm told that certain docs are missing, proof of payment etc (imagine this, after payment on a cover you still need proof to show that you've dealt(paid) with the funeral parlour). How is it Metropolitans concern where the money goes after a death of a loved one. Mind you this was a cover in the range of 3K - 5K. Obviously with the number of years the cover could be a little more. 1 of their consultants even threaten my sister to say if we don't produce the POP than we can go to the master's to apply for this payout. It's been a week( 13 sept 2023) since I've sent them POP of all the expenses we had with the time of the funeral and there's no feedback once again. I called this morning to enquire and was told it will be sent for last step of verification. Come on guys we have funeral covers where you submit relevant docs with application and in 3 days cover is paid, And for much more than what this cover is for. Bereaved families must never feel they are begging for what their belated loved ones thought would make this journey easy for them. Metropolitan must have a heart; this is totally inhumane. Business or not, you are dealing with bereaved humans.
Charoldine ***
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to hear that your parent has passed away. Our sincere condolences go out to you and the family during this time of bereavement.
We always strive to serve all our clients well and regret to read that you have encountered delays/difficulties with the claim on our parent's policy.
Please note that these policies don't have beneficiaries and all claims are payable to the policy owner. If the policy owner pre-deceases another insured life, we can pay benefits in the following manner:
- Spouse of the insured
- Directly to the funeral undertakers or the person that can prove they have paid for the funeral costs of the deceased.
As part of the claims assessment process, we have to do certain validations, amongst which is an interview with the informant.
- This does not mean the informant is eligible for any part of the claim proceeds, not unless the informant has paid for the funeral costs of the deceased
Also, we cannot chose which of the relatives may receive the proceeds of the policy, so if :
- another policy has settled the funeral costs of the insured, we need to pay the proceeds to the Estate of the deceased, where there is no spouse
- someone settled the funeral costs, we need to reimburse that person from the proceeds of the policy/ies, up to a maximum of what they spent on the funeral and what the policy benefits are.
One of our Escalation Specialists will investigate and revert back to you directly as soon as possible around the details of the claim and outstanding requirements.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to hear that your parent has passed away. Our sincere condolences go out to you and the family during this time of bereavement.
We always strive to serve all our clients well and regret to read that you have encountered delays/difficulties with the claim on our parent's policy.
Please note that these policies don't have beneficiaries and all claims are payable to the policy owner. If the policy owner pre-deceases another insured life, we can pay benefits in the following manner:
- Spouse of the insured
- Directly to the funeral undertakers or the person that can prove they have paid for the funeral costs of the deceased.
As part of the claims assessment process, we have to do certain validations, amongst which is an interview with the informant.
- This does not mean the informant is eligible for any part of the claim proceeds, not unless the informant has paid for the funeral costs of the deceased
Also, we cannot chose which of the relatives may receive the proceeds of the policy, so if :
- another policy has settled the funeral costs of the insured, we need to pay the proceeds to the Estate of the deceased, where there is no spouse
- someone settled the funeral costs, we need to reimburse that person from the proceeds of the policy/ies, up to a maximum of what they spent on the funeral and what the policy benefits are.
One of our Escalation Specialists will investigate and revert back to you directly as soon as possible around the details of the claim and outstanding requirements.
Regards
Client Care Team