BM
Bonolo M
1 reviews | Active since Jan 2015
14 Feb 2023, 09:33
Metropolitan a ****
Metropolitan does not wants to pay me, I have made a claim on the policy and on the 3 Feb 2023, I was told i will be paid in 24 hours time, but it's more than 120 hours later without the payment. An SMS was sent to me saying the payout will be made in 24 hours time. All necessary documents where send and the SMS was send to me saying the claim is finalized and I should wait for the money in my account.
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Replies (3)0
Replies (3)
Metropolitan Life's replyOfficial
14 Feb 2023, 10:27Dear Bonolo
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the loss in your family. Our sincere condolences go out to you and your family at this time of bereavement.
We have a 95% success rate of paying out valid claims within 48 hours. Unfortunately sometimes additional validations must be done and they take longer and other times claims are not valid.
It is however not acceptable to create an expectation of 24 hours and then fail to meet that, without informing the client. We will address this in line with our internal protocols.
One of our Client Care Assessors will investigate and revert back to you directly as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the loss in your family. Our sincere condolences go out to you and your family at this time of bereavement.
We have a 95% success rate of paying out valid claims within 48 hours. Unfortunately sometimes additional validations must be done and they take longer and other times claims are not valid.
It is however not acceptable to create an expectation of 24 hours and then fail to meet that, without informing the client. We will address this in line with our internal protocols.
One of our Client Care Assessors will investigate and revert back to you directly as soon as possible.
Regards
Client Care Team
Metropolitan Life's reply14 Feb 2023, 10:27
Official
Dear Bonolo
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the loss in your family. Our sincere condolences go out to you and your family at this time of bereavement.
We have a 95% success rate of paying out valid claims within 48 hours. Unfortunately sometimes additional validations must be done and they take longer and other times claims are not valid.
It is however not acceptable to create an expectation of 24 hours and then fail to meet that, without informing the client. We will address this in line with our internal protocols.
One of our Client Care Assessors will investigate and revert back to you directly as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to learn of the loss in your family. Our sincere condolences go out to you and your family at this time of bereavement.
We have a 95% success rate of paying out valid claims within 48 hours. Unfortunately sometimes additional validations must be done and they take longer and other times claims are not valid.
It is however not acceptable to create an expectation of 24 hours and then fail to meet that, without informing the client. We will address this in line with our internal protocols.
One of our Client Care Assessors will investigate and revert back to you directly as soon as possible.
Regards
Client Care Team
BM
Bonolo M's updateReviewer Update
14 Feb 2023, 10:35how long must i wait as i call and metropolitan drop calls on me? Everything is done and the SMS was send and what is needs to be done when text like this is send: Metropolitan confirms your death claim request policy *** has been finalised. Funds will be in your account in 24 hours ! For queries ***
BM
Bonolo M's update14 Feb 2023, 10:35
Reviewer Update
how long must i wait as i call and metropolitan drop calls on me? Everything is done and the SMS was send and what is needs to be done when text like this is send: Metropolitan confirms your death claim request policy *** has been finalised. Funds will be in your account in 24 hours ! For queries ***
Metropolitan Life's replyOfficial
16 Feb 2023, 10:58Dear Bonolo
Thank you for your additional comments.
Our Assessor has already acknowledged that the SMS was sent to you in error.
Our Assessor has also reverted back to you regarding the policy terms and condiditions that clearly shows which relatives you can insure under which benefits.
We have also asked for some additional information for further consideration of your claim.
Please liaise directly with the Client Care Assessor
Regards
Client Care Team
Thank you for your additional comments.
Our Assessor has already acknowledged that the SMS was sent to you in error.
Our Assessor has also reverted back to you regarding the policy terms and condiditions that clearly shows which relatives you can insure under which benefits.
We have also asked for some additional information for further consideration of your claim.
Please liaise directly with the Client Care Assessor
Regards
Client Care Team
Metropolitan Life's reply16 Feb 2023, 10:58
Official
Dear Bonolo
Thank you for your additional comments.
Our Assessor has already acknowledged that the SMS was sent to you in error.
Our Assessor has also reverted back to you regarding the policy terms and condiditions that clearly shows which relatives you can insure under which benefits.
We have also asked for some additional information for further consideration of your claim.
Please liaise directly with the Client Care Assessor
Regards
Client Care Team
Thank you for your additional comments.
Our Assessor has already acknowledged that the SMS was sent to you in error.
Our Assessor has also reverted back to you regarding the policy terms and condiditions that clearly shows which relatives you can insure under which benefits.
We have also asked for some additional information for further consideration of your claim.
Please liaise directly with the Client Care Assessor
Regards
Client Care Team