1 reviews | Active since Jun 2013
Claim not processed and lack of feedback
Claim not processed and lack of feedback The process to do a claim with Metropolitan commenced on the 10 March 2021 after the passing of my mother in law on the 9 March. At first I was told that they cannot find my claim and was given a run around. I then had to phone my bank to get the reference of the monthly deductions they take on time and have been duly paid since the inception of the policy. I do wish they were as diligent in processing of the claims, in the same manner they take the money monthly without fail. I finally decided to complete the online claim process and received a response from Sandy who asked for a number of requirements prior to processing my claim. One requirement which really puzzled me is when they asked for invoices. I always thought the whole point of a funeral policy was to get the money on time and pay for the funeral. Nevertheless I used my own funds to pay for the funeral. I subsequently submitted the documents. The expectation will be at some point an acknowledgement of receipt will done. And notification of the next steps. Seemingly that is too much to ask. I phoned yesterday 16 March 2021 to follow. The call centre agent Brad promised to phone Sandy and revert back to me. Well that has not happened. Can Metropolitan get its processes right and not frustrate us, during such a difficult time.
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of your mother-in-law's passing. Please accept and convey our sincere condolences to you, your husband and families at this time of mourning.
We regret to learn of the delays you have encountered with your claim. Please accept our sincere apologies for any poor service received thus far.
With regards to the invoice/receipt requested, please note that the proceeds of a funeral policy is always paid in the following manner:
- The policy owner - if another insured person on the policy passes
- If the policy owner passes we pay to:
- Firstly to the beneficiary (if any nominated on the policy)
- Secondly, in the absence of a beneficiary, to the deceased's spouse
- Thirdly, in the absence of the above, to the funeral undertakers directly (or the person who can prove they've paid for the funeral costs)
- Lastly, in the absence of the above and if another policy has settled the funeral costs, to the estate of the deceased person.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of your mother-in-law's passing. Please accept and convey our sincere condolences to you, your husband and families at this time of mourning.
We regret to learn of the delays you have encountered with your claim. Please accept our sincere apologies for any poor service received thus far.
With regards to the invoice/receipt requested, please note that the proceeds of a funeral policy is always paid in the following manner:
- The policy owner - if another insured person on the policy passes
- If the policy owner passes we pay to:
- Firstly to the beneficiary (if any nominated on the policy)
- Secondly, in the absence of a beneficiary, to the deceased's spouse
- Thirdly, in the absence of the above, to the funeral undertakers directly (or the person who can prove they've paid for the funeral costs)
- Lastly, in the absence of the above and if another policy has settled the funeral costs, to the estate of the deceased person.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team