TM
Thulile M
1 reviews | Active since Oct 2017
05 May 2023, 16:18
Death claim still pending
I lodged a death claim first week of March and a few weeks later I was requested to submit more documents and mid April I was told to resubmit those docs directly to Robyn Hendricks who’s dealing with my claim which I did. I keep calling/sending her emails, it’s been 3 weeks and I still haven’t received any call/response from her. it’s been 2 full months since I’ve lodged a death claim each time I speak to a consultant they tell me they’ll get Robyn to contact/respond to my emails cause they can’t give me her direct line…I’m very disappointed with Metropolitan’s service!!!
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Replies (3)0
Replies (3)
Metropolitan Life's replyOfficial
08 May 2023, 10:55Dear Thulile Matloha
We acknowledge receipt of your HelloPeter complaint.
We are sorry to read about the passing of your loved one. Our thoughts and prayers go out to you and your family during this time of bereavement.
Please be advised that an insurer cannot pay out a death claim on a Retirement Annuity as swiftly as a funeral policy or a life cover policy where a beneficiary is nominated.
A Retirement Annuity falls under the provision of 2 pieces of legislation:
As such, we are compelled to pay to the legal and financial dependents of the deceased.
The process to obtain all the information and requirements and determine the level of dependency of each legal and financial dependent is unfortunately a lengthy one.
This being said, we do however remain committed to processing these claims as swiftly as we can.
One of our Escalation Specialists will investigate and revert back to you as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your HelloPeter complaint.
We are sorry to read about the passing of your loved one. Our thoughts and prayers go out to you and your family during this time of bereavement.
Please be advised that an insurer cannot pay out a death claim on a Retirement Annuity as swiftly as a funeral policy or a life cover policy where a beneficiary is nominated.
A Retirement Annuity falls under the provision of 2 pieces of legislation:
- The Pension Funds Act
- The Income Tax Act
As such, we are compelled to pay to the legal and financial dependents of the deceased.
The process to obtain all the information and requirements and determine the level of dependency of each legal and financial dependent is unfortunately a lengthy one.
This being said, we do however remain committed to processing these claims as swiftly as we can.
One of our Escalation Specialists will investigate and revert back to you as soon as possible.
Regards
Client Care Team
Metropolitan Life's reply08 May 2023, 10:55
Official
Dear Thulile Matloha
We acknowledge receipt of your HelloPeter complaint.
We are sorry to read about the passing of your loved one. Our thoughts and prayers go out to you and your family during this time of bereavement.
Please be advised that an insurer cannot pay out a death claim on a Retirement Annuity as swiftly as a funeral policy or a life cover policy where a beneficiary is nominated.
A Retirement Annuity falls under the provision of 2 pieces of legislation:
As such, we are compelled to pay to the legal and financial dependents of the deceased.
The process to obtain all the information and requirements and determine the level of dependency of each legal and financial dependent is unfortunately a lengthy one.
This being said, we do however remain committed to processing these claims as swiftly as we can.
One of our Escalation Specialists will investigate and revert back to you as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your HelloPeter complaint.
We are sorry to read about the passing of your loved one. Our thoughts and prayers go out to you and your family during this time of bereavement.
Please be advised that an insurer cannot pay out a death claim on a Retirement Annuity as swiftly as a funeral policy or a life cover policy where a beneficiary is nominated.
A Retirement Annuity falls under the provision of 2 pieces of legislation:
- The Pension Funds Act
- The Income Tax Act
As such, we are compelled to pay to the legal and financial dependents of the deceased.
The process to obtain all the information and requirements and determine the level of dependency of each legal and financial dependent is unfortunately a lengthy one.
This being said, we do however remain committed to processing these claims as swiftly as we can.
One of our Escalation Specialists will investigate and revert back to you as soon as possible.
Regards
Client Care Team
TM
Thulile M's updateReviewer Update
09 May 2023, 08:11Thank you so much for the response, I’m very much aware of the process and not disregarding that I’m merely stating the fact that I’m unhappy with the service rendered and the amount of money I’ve had to spend on calls and no one bothers to give me feedback as requested. Please refer to account remarks and listen to call recordings you’ll understand my frustrations, your staff is very much *********** that’s what’s causing the delay to conclude the claim…it’s literally going to 3 months now…I called 3 times just last week and sent various emails to Robyn Hendricks but I still haven’t received feedback is that how you treat grieving customers???
TM
Thulile M's update09 May 2023, 08:11
Reviewer Update
Thank you so much for the response, I’m very much aware of the process and not disregarding that I’m merely stating the fact that I’m unhappy with the service rendered and the amount of money I’ve had to spend on calls and no one bothers to give me feedback as requested. Please refer to account remarks and listen to call recordings you’ll understand my frustrations, your staff is very much *********** that’s what’s causing the delay to conclude the claim…it’s literally going to 3 months now…I called 3 times just last week and sent various emails to Robyn Hendricks but I still haven’t received feedback is that how you treat grieving customers???
Metropolitan Life's replyOfficial
09 May 2023, 10:15Dear Thulile Matloha
Thank you for your additional comments, the content of which is noted.
We agree that you should be kept in the loop on the progress (or lack thereof) with regards to your claim.
We do strive to serve all our clients well and appreciate your feedback so that we can learn from where things go wrong.
As previously mentioned, one of our Escalation Specialists are investigating and we will revert back to you as soon as possible.
Regards
Client Care Team
Thank you for your additional comments, the content of which is noted.
We agree that you should be kept in the loop on the progress (or lack thereof) with regards to your claim.
We do strive to serve all our clients well and appreciate your feedback so that we can learn from where things go wrong.
As previously mentioned, one of our Escalation Specialists are investigating and we will revert back to you as soon as possible.
Regards
Client Care Team
Metropolitan Life's reply09 May 2023, 10:15
Official
Dear Thulile Matloha
Thank you for your additional comments, the content of which is noted.
We agree that you should be kept in the loop on the progress (or lack thereof) with regards to your claim.
We do strive to serve all our clients well and appreciate your feedback so that we can learn from where things go wrong.
As previously mentioned, one of our Escalation Specialists are investigating and we will revert back to you as soon as possible.
Regards
Client Care Team
Thank you for your additional comments, the content of which is noted.
We agree that you should be kept in the loop on the progress (or lack thereof) with regards to your claim.
We do strive to serve all our clients well and appreciate your feedback so that we can learn from where things go wrong.
As previously mentioned, one of our Escalation Specialists are investigating and we will revert back to you as soon as possible.
Regards
Client Care Team