Metropolitan refuses to explain why they declined funeral cover claim, poor service from their consultants.

My mother took a funeral policy in 2011, she covered her sister and her cousin. In 2020 Dec, she was told by Metropolitan that her policy was paid up and the benefits will remain for all lives covered, but for some reason not explained to her, they removed her cousin from the policy and put R0.00 benefit.

Now her cousin is deceased. My mother submitted a funeral cover claim for her and it was refused. I kept on calling Metropolitan on her behalf and they would verify with her that she gave me consent.

They kept telling stories that made no sense. At one point they said my mother's cousin was removed from the policy by mistake. They said to fix this they would reinstate her into the policy and that would take 48hrs, after that they would make the payment and that would take 48hrs also.

A week went by and they were not calling, and did not make any payment. When we call them each consultant would tell us different stories or that the claim is still with the claims department.

Eventually, they just sent her an SMS telling her the claim was declined without any explanation. I submitted a complaint with the Ombudsman and will seek legal recourse with this.

Metropolitan's service is very poor, they do not care about their clients. They sell pensioners' products without explaining how they work.