Extremely Poor Service – Funeral Policy Enquiries Ignored and Mishandled

I am deeply disappointed with the service I have received from Metropolitan regarding long-standing life/funeral policies dating back to 1970 (originally under Home Trust Lewens, later acquired by Metropolitan).

My mother has been paying premiums since 1970. When she recently wanted to review her policy status, Metropolitan could not find any record of her. I have the original certificates, policy numbers, and documentation — yet no one can locate her policy.

Regarding my late father’s policy:

• On the first call, the consultant located his policy. • I was told I could not receive details and had to email “Home Services.” • I emailed the correct address mid-last week (separate emails for both my mother and father). • I received no acknowledgement of receipt. • I sent three follow-up emails this week. • Still no response.

When I called again on Friday:

• They could no longer find my father’s policy — despite previously locating it. • They still could not find my mother’s policy. • I was told to “just keep emailing Home Services and eventually they will answer.”

This is unacceptable.

We are dealing with funeral policies — one policyholder has passed away. There are financial obligations that depend on these claims being processed. Telling clients to “keep sending emails and wait” without confirmation of receipt or any escalation pathway is not professional service.

A consultant also promised that a manager would call me by Friday. No call was received.

For a company that prides itself on excellent service, this experience has been the opposite:

• No ownership • No accountability • No escalation process • No response from the Home Services department • Inconsistent information from different consultants • No confirmation of receipt of emails • No manager follow-up as promised

This is not a new policy. This is a policy dating back over 50 years. The lack of record integrity and communication is extremely concerning.

Funeral and life policies are not discretionary products. They are taken out for times of loss and vulnerability. Service standards should reflect that seriousness.

I expect urgent contact from a senior representative who can:

Confirm receipt of all correspondence

Locate both policies

Provide formal written feedback on the status

Explain why records were initially found and then “lost”

This matter cannot continue unresolved.