Dissapointing
I have never had a bad experience like this with Metropolitan. I have been paying the funeral policy for my aunt and the twins for years now. One of the twins passed on the 9th Jan and we buried him already. The worse is that the consultant are not coming back to you. I have been communicating with Morne Jacobs this is the second week now. I am not getting any joy. The customer service is so bad I must say.
I have read over 100 complaints from your customers on this platform that are not happy and I am shocked such a big company with a ridiculous service. Improve yourself otherwise you will loose customers.
Helpful (0)
Replies (4)0
Replies (4)
Metropolitan Life's replyOfficial
27 Jan 2020, 12:36Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We are very sorry to hear about your sad loss. Please accept our sincere apologies for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We are very sorry to hear about your sad loss. Please accept our sincere apologies for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
Metropolitan Life's reply27 Jan 2020, 12:36
Official
Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We are very sorry to hear about your sad loss. Please accept our sincere apologies for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We are very sorry to hear about your sad loss. Please accept our sincere apologies for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
's updateReviewer Update
27 Jan 2020, 16:12Good day
The person who is being helping went on leave today
Automatic reply: *** Morne Jacobs Please be advised I am on leave untill the 7th of February 2020. Please refer all emails to Legacy Funeral Group.
Who is going to deal with this query. She knew all this time she is going on leave.
Do you think if you were a customer this is correct?
I will be waiting for your feedack.
The person who is being helping went on leave today
Automatic reply: *** Morne Jacobs Please be advised I am on leave untill the 7th of February 2020. Please refer all emails to Legacy Funeral Group.
Who is going to deal with this query. She knew all this time she is going on leave.
Do you think if you were a customer this is correct?
I will be waiting for your feedack.
's update27 Jan 2020, 16:12
Reviewer Update
Good day
The person who is being helping went on leave today
Automatic reply: *** Morne Jacobs Please be advised I am on leave untill the 7th of February 2020. Please refer all emails to Legacy Funeral Group.
Who is going to deal with this query. She knew all this time she is going on leave.
Do you think if you were a customer this is correct?
I will be waiting for your feedack.
The person who is being helping went on leave today
Automatic reply: *** Morne Jacobs Please be advised I am on leave untill the 7th of February 2020. Please refer all emails to Legacy Funeral Group.
Who is going to deal with this query. She knew all this time she is going on leave.
Do you think if you were a customer this is correct?
I will be waiting for your feedack.
's updateReviewer Update
27 Jan 2020, 16:34It looks like all responses to your clients are automated that is the reason you never come back to clients. Like this one
Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We apologize for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We apologize for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
's update27 Jan 2020, 16:34
Reviewer Update
It looks like all responses to your clients are automated that is the reason you never come back to clients. Like this one
Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We apologize for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
Dear Client
We acknowledge receipt of your complaint posted on Hello Peter. The matter will be investigated and we will provide you with feedback as soon as possible. We apologize for any poor service received thus far.
Kind Regards
Yours Sincerely
Client Care
Metropolitan Life's replyOfficial
28 Jan 2020, 13:23Dear Seipati
Thank you for your additional comment posted today.
We cannot post policy-specific or personal details on the site and therefore the acknowledgement of receipt is usually 'generic' on the site.
We can however assure you it is not automated. Each post is responded to individually by one of our dedicated Client Care Assessors.
Our approach is two-fold:
Once we have acknowledged receipt of the complaint, the Assessor will investigate and take the responses offline, so that we may respond to the specific complaint without any fear of divulging personal or policy information to any unauthorized person.
We trust that the above explanation will provide you with the clarity you need.
Regards
Client Care Team
Thank you for your additional comment posted today.
We cannot post policy-specific or personal details on the site and therefore the acknowledgement of receipt is usually 'generic' on the site.
We can however assure you it is not automated. Each post is responded to individually by one of our dedicated Client Care Assessors.
Our approach is two-fold:
- We try to resolve the crux of the complaint as swiftly as possible for the client
- We analyze the root cause that led up to the complaint and address any discrepancies identified in line with our internal protocols. However, in line with the Industrial Relations Act, we are not at liberty to divulge the details or outcome of such proceedings.
Once we have acknowledged receipt of the complaint, the Assessor will investigate and take the responses offline, so that we may respond to the specific complaint without any fear of divulging personal or policy information to any unauthorized person.
We trust that the above explanation will provide you with the clarity you need.
Regards
Client Care Team
Metropolitan Life's reply28 Jan 2020, 13:23
Official
Dear Seipati
Thank you for your additional comment posted today.
We cannot post policy-specific or personal details on the site and therefore the acknowledgement of receipt is usually 'generic' on the site.
We can however assure you it is not automated. Each post is responded to individually by one of our dedicated Client Care Assessors.
Our approach is two-fold:
Once we have acknowledged receipt of the complaint, the Assessor will investigate and take the responses offline, so that we may respond to the specific complaint without any fear of divulging personal or policy information to any unauthorized person.
We trust that the above explanation will provide you with the clarity you need.
Regards
Client Care Team
Thank you for your additional comment posted today.
We cannot post policy-specific or personal details on the site and therefore the acknowledgement of receipt is usually 'generic' on the site.
We can however assure you it is not automated. Each post is responded to individually by one of our dedicated Client Care Assessors.
Our approach is two-fold:
- We try to resolve the crux of the complaint as swiftly as possible for the client
- We analyze the root cause that led up to the complaint and address any discrepancies identified in line with our internal protocols. However, in line with the Industrial Relations Act, we are not at liberty to divulge the details or outcome of such proceedings.
Once we have acknowledged receipt of the complaint, the Assessor will investigate and take the responses offline, so that we may respond to the specific complaint without any fear of divulging personal or policy information to any unauthorized person.
We trust that the above explanation will provide you with the clarity you need.
Regards
Client Care Team