CLAIMS - NOT KEEPING WITHIN TURN AROUND TIME
My Broker and I submitted documents for an early retirement claim on the 1/7/2021 which we received a Generic response that we will receive feedback within 48 hours. On the 9/7/2021 I contacted them and the only started to work on one of the policies on the 6/7/2021 and the other two they did not even to start to work on. I was promised feedback will be given to me on Friday as this cases was escalated. I actually called again and had to leave a message to be called back. No reply was actually received. Poor customer service and attending to clients. Metropolitan puts them self out there that they are client centric, but this is not true. People be aware as you send claims to a Generic mail box and it seems that they work on it as they feel like it. My question is how long will a death claim take as their Consultants market this products that claims will be paid within 24 hours if all the relevant documents are handed in for processing. At this stage I think it is not true. So be very careful as this is just a lot of soft talk.
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn that you feel disappointed with the claims process and turnaround times.
Please note that with an Early Retirement Claim. as with a Maturity claim or Death claim you (the fund member) exits the fund on all three policies simultaneously.
When a claims consultant therefore attends your claim, they will check for linked policies and all three claims will be handled simultaneously.
With an Early Retirement Claim, one should also bear in mind that Early Retirement Values must first be calculated and confirmed by our technical division and this means that an Early Retirement Claim cannot be processed within 48 hours.
This being said, we should have acknowledged receipt of your claims and that it has been referred to claims, within the 48 hour turnaround time the automated response indicates that we will revert back to you within. Please accept our apology if this has not taken place.
We will investigate and revert back to you as soon as we can.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn that you feel disappointed with the claims process and turnaround times.
Please note that with an Early Retirement Claim. as with a Maturity claim or Death claim you (the fund member) exits the fund on all three policies simultaneously.
When a claims consultant therefore attends your claim, they will check for linked policies and all three claims will be handled simultaneously.
With an Early Retirement Claim, one should also bear in mind that Early Retirement Values must first be calculated and confirmed by our technical division and this means that an Early Retirement Claim cannot be processed within 48 hours.
This being said, we should have acknowledged receipt of your claims and that it has been referred to claims, within the 48 hour turnaround time the automated response indicates that we will revert back to you within. Please accept our apology if this has not taken place.
We will investigate and revert back to you as soon as we can.
Regards
Client Care Team
This is the problem as there was no response as we are now in the six day of business. Only after I went to the local CSO office today I got a reply and response from your Head Office which is much appreciated. Hopefully the claim will be processed is the fastest time that is allowed.
Again thank you for the quick response from the Head Office personnel.
This is the problem as there was no response as we are now in the six day of business. Only after I went to the local CSO office today I got a reply and response from your Head Office which is much appreciated. Hopefully the claim will be processed is the fastest time that is allowed.
Again thank you for the quick response from the Head Office personnel.
Thank you for your additional comments.
We confirm that your claims are receiving the highest priority.
Regards
Client Care Team
Thank you for your additional comments.
We confirm that your claims are receiving the highest priority.
Regards
Client Care Team