****med by Metropolitan / AmetLife

I am so disappointed with the service received from this company. My late mother had 3 policies, 2 AmetLife and 1 Metropolitan Life. After her passing in September 2024, I submitted claim at a branch in East London. After days of waiting, they finally paid on the day of the funeral. To my surprise, only 2 of the 3 policies paid out and there was no explanation as to why the 3rd one did not pay out. As if this was not enough, the 2 AmetLife policies continued to debit my mother's account (including the policy that paid out). When I enquired with the agent that assisted me in East London, Aphindile, she asked me to send bank statement to prove the said debits. I sent the statement, that was the last I heard from her, I called and emailed until I gave up and decided to call the call centre. I spoke to 2 different agents, first one asked for bank statement again and never got back to me. Second one asked for bank statement which I sent while I held on the line; she also tried to check and finally told me she was not able to track the debit and that she would need to escalate this to their head office in Cape Town. Because I am also based in Cape Town, I decided to go to the said office. My experience got worse, I was attended to by Thembelihle Mapulu, she was clueless - did not even know AmetLife was part of Metropolitan, she knew nothing about their products. She went on to speak to someone else in the office with whom they tried to contact a different person and was to get back to me the next day. Needless to say, this did not happen until I had to ask her again. She still did not have answers, all she could tell me was to send my back details and signed copy of ID for the refund of the 2 premiums. The issue here is that Metropolitan / AmetLife has been debiting my mother's account for years and now they claim to now know nor have record of what they were debiting for; the least you can do then is refund all those premiums.

This is such a ****, I cannot believe that such a big company treats its customers like this. It is such a shame