ML
Mosimanegape L
1 reviews | Active since Aug 2023
02 Apr 2025, 17:29
Extremely Disappointed with Metropolitan’s Handling of My Late Mother's Retirement Annuity Claim
This is now my third complaint with Metropolitan on two different policies, and I am beyond frustrated!
I submitted a claim for my late mother’s retirement annuity on 23 April 2024 as a nominated beneficiary alongside my brother. Despite providing all required documents, I was only informed on 1 April 2025—nearly a year later—that 100% of the benefit was allocated and paid to the spouse in September 2024, while my brother and I received 0%.
Metropolitan ignored the valid beneficiary nomination and failed to provide a formal written explanation. I demand an official written explanation for this unfair decision. A beneficiary nomination should not be disregarded without cause!
❌ STAY AWAY FROM METROPOLITAN! ❌ They have repeatedly failed to handle my late mothers policies fairly and transparently.
Metropolitan, do better!
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Replies (3)0
Replies (3)
Metropolitan Life's replyOfficial
02 Apr 2025, 17:46Dear Mosimanegape
We acknowledge receipt of your complaint on HelloPeter.
We have also received your complaint via email and one of our Escalation Specialists will be attending to it shortly.
In the meantime, please be advised that the policy you are referring to is a Retirement Annuity. Therefore it doesn't fall under the ambit of the Long Term Insurance Act, ,but instead under two other pieces of legislation:
We acknowledge receipt of your complaint on HelloPeter.
We have also received your complaint via email and one of our Escalation Specialists will be attending to it shortly.
In the meantime, please be advised that the policy you are referring to is a Retirement Annuity. Therefore it doesn't fall under the ambit of the Long Term Insurance Act, ,but instead under two other pieces of legislation:
- The Pension Funds Act
- The Income Tax Act
As such, we cannot just pay to a nominated beneficiary (referred to as a nominee on a Retirement Annuity), but have to do a Section 37 C investigation to ensure we take into account all the deceased member's legal and financial dependents.
During the investigation we do amongst others look at who the member nominated on the plan, but we also have to take into account all the other legal and financial dependents, as well as their level of dependency on the deceased member, as tasked by the provisions of the Pension Fund Act.
Once the Section 37 C investigation is completed, the Board of Trustees reviews the claim and decides on the distribution of the claim proceeds.
Our Escalation Specialist will investigate and revert back to you as soon as possible with all the information we can share with you, without infringing on the rights of the other nominees or contravening the POPI Act.
Regards
Client Care Team
Metropolitan Life's reply02 Apr 2025, 17:46
Official
Dear Mosimanegape
We acknowledge receipt of your complaint on HelloPeter.
We have also received your complaint via email and one of our Escalation Specialists will be attending to it shortly.
In the meantime, please be advised that the policy you are referring to is a Retirement Annuity. Therefore it doesn't fall under the ambit of the Long Term Insurance Act, ,but instead under two other pieces of legislation:
We acknowledge receipt of your complaint on HelloPeter.
We have also received your complaint via email and one of our Escalation Specialists will be attending to it shortly.
In the meantime, please be advised that the policy you are referring to is a Retirement Annuity. Therefore it doesn't fall under the ambit of the Long Term Insurance Act, ,but instead under two other pieces of legislation:
- The Pension Funds Act
- The Income Tax Act
As such, we cannot just pay to a nominated beneficiary (referred to as a nominee on a Retirement Annuity), but have to do a Section 37 C investigation to ensure we take into account all the deceased member's legal and financial dependents.
During the investigation we do amongst others look at who the member nominated on the plan, but we also have to take into account all the other legal and financial dependents, as well as their level of dependency on the deceased member, as tasked by the provisions of the Pension Fund Act.
Once the Section 37 C investigation is completed, the Board of Trustees reviews the claim and decides on the distribution of the claim proceeds.
Our Escalation Specialist will investigate and revert back to you as soon as possible with all the information we can share with you, without infringing on the rights of the other nominees or contravening the POPI Act.
Regards
Client Care Team
ML
Mosimanegape L's updateReviewer Update
02 Apr 2025, 18:24Metropolitan Life has finally acknowledged my complaint,
but only because it’s on social media! When I tried to get answers formally via email, they ignored me. Now that the issue is public, suddenly, they are responding. This proves they only care about their image, not about fair treatment of beneficiaries.
I understand that Retirement Annuities fall under the Pension Funds Act and require a Section 37C assessment. However, this does not justify failing to provide a formal written explanation for the decision made.
Metropolitan failed to communicate transparently throughout this process, including how they assessed financial dependency. Metropolitan only responds when pressured, not when they are supposed to. Until they fix their terrible service, I stand by my statement
Also, while you are busy reassessing this case, please take the time to properly read my affidavit submitted with the claim, which confirms my employment status at the time. It was submitted on 23 April 2024
but only because it’s on social media! When I tried to get answers formally via email, they ignored me. Now that the issue is public, suddenly, they are responding. This proves they only care about their image, not about fair treatment of beneficiaries.
I understand that Retirement Annuities fall under the Pension Funds Act and require a Section 37C assessment. However, this does not justify failing to provide a formal written explanation for the decision made.
Metropolitan failed to communicate transparently throughout this process, including how they assessed financial dependency. Metropolitan only responds when pressured, not when they are supposed to. Until they fix their terrible service, I stand by my statement
Also, while you are busy reassessing this case, please take the time to properly read my affidavit submitted with the claim, which confirms my employment status at the time. It was submitted on 23 April 2024
ML
Mosimanegape L's update02 Apr 2025, 18:24
Reviewer Update
Metropolitan Life has finally acknowledged my complaint,
but only because it’s on social media! When I tried to get answers formally via email, they ignored me. Now that the issue is public, suddenly, they are responding. This proves they only care about their image, not about fair treatment of beneficiaries.
I understand that Retirement Annuities fall under the Pension Funds Act and require a Section 37C assessment. However, this does not justify failing to provide a formal written explanation for the decision made.
Metropolitan failed to communicate transparently throughout this process, including how they assessed financial dependency. Metropolitan only responds when pressured, not when they are supposed to. Until they fix their terrible service, I stand by my statement
Also, while you are busy reassessing this case, please take the time to properly read my affidavit submitted with the claim, which confirms my employment status at the time. It was submitted on 23 April 2024
but only because it’s on social media! When I tried to get answers formally via email, they ignored me. Now that the issue is public, suddenly, they are responding. This proves they only care about their image, not about fair treatment of beneficiaries.
I understand that Retirement Annuities fall under the Pension Funds Act and require a Section 37C assessment. However, this does not justify failing to provide a formal written explanation for the decision made.
Metropolitan failed to communicate transparently throughout this process, including how they assessed financial dependency. Metropolitan only responds when pressured, not when they are supposed to. Until they fix their terrible service, I stand by my statement
Also, while you are busy reassessing this case, please take the time to properly read my affidavit submitted with the claim, which confirms my employment status at the time. It was submitted on 23 April 2024
Metropolitan Life's replyOfficial
03 Apr 2025, 09:13Dear Mosimanegape
Thank you for you your additional comments - duly noted.
As indicated we are busy investigating your complaint and will be reverting back to you as soon as we can.
When Client Care investigates a complaint, our approach is two-fold.
Thank you for you your additional comments - duly noted.
As indicated we are busy investigating your complaint and will be reverting back to you as soon as we can.
When Client Care investigates a complaint, our approach is two-fold.
- We try to resolve the complaint and provide the complainant with a response addressing all the facets of their complaint.
- We analyze what went wrong and address discrepancies identified in the background.
You may rest assured that your complaint will be treated with the utmost care.
#What matters to you, matters to us!
Regards
Client Care Team
Metropolitan Life's reply03 Apr 2025, 09:13
Official
Dear Mosimanegape
Thank you for you your additional comments - duly noted.
As indicated we are busy investigating your complaint and will be reverting back to you as soon as we can.
When Client Care investigates a complaint, our approach is two-fold.
Thank you for you your additional comments - duly noted.
As indicated we are busy investigating your complaint and will be reverting back to you as soon as we can.
When Client Care investigates a complaint, our approach is two-fold.
- We try to resolve the complaint and provide the complainant with a response addressing all the facets of their complaint.
- We analyze what went wrong and address discrepancies identified in the background.
You may rest assured that your complaint will be treated with the utmost care.
#What matters to you, matters to us!
Regards
Client Care Team