Formal Complaint: My Mother’s Funeral Policy Lapsed Despite Ongoing Payments

Dear HelloPeter,

I am writing on behalf of my mother, Baby Catherine Tshabalala, regarding her funeral policy with Metropolitan.

I recently contacted Metropolitan on my mother’s behalf to enquire about her policy and was informed that it has lapsed and cannot be reinstated. This was very concerning, as my mother has continued making payments towards the policy. I was advised that the issue was that the payments were received late.

My mother is a pensioner and can only make payments when she receives her pension. It is therefore difficult to understand why her policy would lapse while payments were still being made and accepted. She has been a loyal Metropolitan client for many years and genuinely believed that her policy was in good standing.

What makes this situation even more distressing is that, due to her age, she has now been told that she cannot open a new policy. This places her in a very vulnerable position. As her daughter, I am deeply concerned that such a serious matter was not communicated to her through a direct phone call. SMS notifications are not always effective, especially for elderly clients.

We are requesting Metropolitan to urgently assist with the reinstatement of my mother’s policy or to provide a fair and compassionate resolution. Given her long-standing relationship with Metropolitan, this situation is both disappointing and distressing.

I trust that HelloPeter will assist in escalating this matter so that it can be resolved fairly and with urgency.

Kind regards, Duduzile Shongwe (On behalf of Baby Catherine Tshabalala) Contact number: ***