1 reviews | Active since Jul 2021
Funeral benefit policy
I have a Funeral benefit cover with this company since 2017(policy FF***). I have made two claims since then, one in 2021 and the latest on the 2nd October 2023. In both instances, the service provided to me has been nothing but putrid to say the least. The first claim in 2021 was only paid after the funeral and after protracted and unnecessary delays from their side. The latest one was sheer incompetence from their staff at head office and management at their Westgate mall branch who seem to have no clear of their duties and the provisions of the funeral benefit. I had to go to their branch for 3 days in succession until the day before the funeral, with no one having a clue on what to do. Phoning the head office was a waste of time, as the agents were completely at sea on how to assist. The Westgate branch had to do a last minute "express" payment for which I was charged a fee which was deducted from the payment, as if it was my fault. Metropolitan/Momentum has no clue or expertise on this benefit and I wonder why authorities granted them a license, but this is South Africa.
We acknowledge receipt of your complaint on HelloPeter,
We are sorry to read about the death in your family and would like to offer our sincere condolences at this time of bereavement.
We always strive to serve all our clients well and regret that you have experienced delays with your claim in 2021. We will look into this for you, as we need to learn from occasions when things go wrong, so that we may do better in future. Your recent claim was processed within 48 hours.
Please be advised that an express payment does not come at any cost to the client, but rather Metropolitan pays a fee to have the funds released into the client's account urgently.
If any amount was deducted from your claim proceeds, it must have been for a different reason, for instance a shortfall in premiums or arrear premiums that could have accumulated on the plan before the claim was processed. we will investigate this and revert back to you as soon as possible.
Regards
Metropolitan Client Care Team
We acknowledge receipt of your complaint on HelloPeter,
We are sorry to read about the death in your family and would like to offer our sincere condolences at this time of bereavement.
We always strive to serve all our clients well and regret that you have experienced delays with your claim in 2021. We will look into this for you, as we need to learn from occasions when things go wrong, so that we may do better in future. Your recent claim was processed within 48 hours.
Please be advised that an express payment does not come at any cost to the client, but rather Metropolitan pays a fee to have the funds released into the client's account urgently.
If any amount was deducted from your claim proceeds, it must have been for a different reason, for instance a shortfall in premiums or arrear premiums that could have accumulated on the plan before the claim was processed. we will investigate this and revert back to you as soon as possible.
Regards
Metropolitan Client Care Team