Disappointing Insurance Companies

If I could give a Zero rating I would. My mom has had numerous funeral policies for years with this company but it is shocking how they treated her. So one of our family member that my mom insured with metropolitan recently passed away. My mom acquired the relevant documents and went straight to the Bloemfontein offices to claim on Thursday the 8th of July. When she got there she was told that person has long passed on last year. We asked how is that possible if the death certificate says 06-07-2021. We were helped by a lady called Thandeka who further explained that last year when my mom claimed for a family who passed away, they incorrectly clicked on an active member. So the one we want to claim now, on their system is dead, and the one who died last year is still alive. So she put my mom at ease to say she will explain the situation to the manager the following day Friday, who will than take our matter to head office and call us on Friday.

My mom even explained to Thandeka that she will go loan money as funeral arrangements have to continue, while we wait for the manager to respond. But Thandeka guaranteed us that it was the mistake of the company and not the clients.

Friday passed with no call from manager, Monday the 12th still no call from the manager which now my mom who is a pensioner should again travel to metropolitan in these Covid 19 devastating conditions. She went to the offices to ask what is happening she waiting for the payment so she can pay for the money she loaned for the funeral.

She was again told that the manager wasn't there, so she spoke to Thandeka who shockingly told her that they won't be paying out any claim as the policy for that person and another family member have lapsed when she turned 65, this year February. Firstly, my mom was never notified about this (that the policy is going to lapse when she reaches the age 65) she could have continued with them like she did with other insurance companies. Secondly, she was never given a contract, several times asking for the contract she was told that there is no need for her to have the contract as everything appears on their system. She trusted them as she Has never experienced any problems with the company. But is she was given a contract she would have seen long ago that some of the family members insured will be not covered when she reaches retirement age and she would have made a plan to continue with it.

Thirdly, the manager doesn't even have the decency to explain to us or even try and resolve our issue, he or she doesn't even call as promised or wait in office to explain to my mom and put her at ease as she is now panicking because she loaned money hoping the claim will be processed especially that according to her, the person is still covered.

Forthly, the fact that my elderly mom, has to travel to their offices multiple times without receiving help or reasonable explanation in the horrible Covid 19 times is really unacceptable. You would think a big company like this would be more sympathetic, considerate to elders who have been with them for years.

As we speak my mom cant mourn the passing of my uncle because she has stress about the money she loaned for the funeral. After paying for so many years to be told that they will not be able to pay.

How companies you trust can disappoint you. me and my 2 siblings we in the process of canceling our policies because if the can do this to our mom, they sure can do it to us too.