MC
Michelene C
1 reviews | Active since Jun 2020
21 Oct 2021, 10:52
Misinformed
I took out a policy on the 7 July 2021 from Chardonnay October. I took out my 1st policy 2018 so I just needed to add my grandma (Petronella Jegels). Chardonnay advised me that there will only be a 1 month waiting period when addingy grandma as I have an existing policy so I was all for it and told her to activate. My grandma passed away 16.10.2021 and when I wanted to claim I was told that the consultant misinformed me about the waiting period and unfortunately it will be rejected. I have proof on a whatsapp voicenotes about what she told me. I have been back and forth with calls and branch visits but I've been given the run around while in mourning as nobody can give me reference numbers or turn around times. I WANT THE POLICY PAYOUT THAT WAS PROMISED TO ME SO I CAN ASSIST MY FAMILY FINANCIALLY TO LAY MY GRANDMOTHER TO REST.
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Replies (2)
Metropolitan Life's replyOfficial
21 Oct 2021, 11:20Dear Michelene
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read about your grandmother's passing. Our sincere condolences go our to you and your family during this time of bereavement.
We regret to learn of the difficulties you have encountered with your policy.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read about your grandmother's passing. Our sincere condolences go our to you and your family during this time of bereavement.
We regret to learn of the difficulties you have encountered with your policy.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team
Metropolitan Life's reply21 Oct 2021, 11:20
Official
Dear Michelene
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read about your grandmother's passing. Our sincere condolences go our to you and your family during this time of bereavement.
We regret to learn of the difficulties you have encountered with your policy.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read about your grandmother's passing. Our sincere condolences go our to you and your family during this time of bereavement.
We regret to learn of the difficulties you have encountered with your policy.
One of our Client Care Assessors will investigate and revert back to you as soon as possible.
Regards
Client Care Team
MC
Michelene C's updateReviewer Update
29 Oct 2021, 10:47I'm highly irritated by the service received from Riaz Rawoot, I took out a policy for my grandma in July 2021 and was told by the advisor that I will have a 1 month waiting period as I'm an existing customer(which I have proof of on a whatsapp voicenote) . Sadly my grandmother passed on the 16.10.21 of natural causes and I then asked the agent that assisted me to assist me with the claim and she advised me to go to the nearest branch, I then took the liberty of doing it online as I clearly needed the money asap for funeral arrangements. I was told by the call centre agent Cameron Ntozakhe that I needed to speak to the advisor herself as the info she gave me was incorrect. The next day I went to the branch in town centre as it's the closes 1 to me and the staff said I needed to deal with the branch where the advisor that assisted me with the policy works as she misinformed me. I then get a call from Major (customer service consultant) and he advised me that it could've been dealt with by Riaz as it's a small claim but because I turned to hello peter my complaint landed in head office, he also asked me to send the documents as it still needed to be recorded he said but that very same day I got an email from Cameron to say my claim has been declined which was weird because Cameron never asked me for paperwork at all. The 21.10.2021 I get a call from Chardonnay saying that I should remove the hello peter post and write an apology email as her manager can override the system and approve my claim hopefully before the funeral which was 23.10.2021. To date Riaz is giving me a complete run around and beating around the bush. I honestly don't know what the hold up is but I really just want my claim to be approved as that was what was told to me the date of activation.
MC
Michelene C's update29 Oct 2021, 10:47
Reviewer Update
I'm highly irritated by the service received from Riaz Rawoot, I took out a policy for my grandma in July 2021 and was told by the advisor that I will have a 1 month waiting period as I'm an existing customer(which I have proof of on a whatsapp voicenote) . Sadly my grandmother passed on the 16.10.21 of natural causes and I then asked the agent that assisted me to assist me with the claim and she advised me to go to the nearest branch, I then took the liberty of doing it online as I clearly needed the money asap for funeral arrangements. I was told by the call centre agent Cameron Ntozakhe that I needed to speak to the advisor herself as the info she gave me was incorrect. The next day I went to the branch in town centre as it's the closes 1 to me and the staff said I needed to deal with the branch where the advisor that assisted me with the policy works as she misinformed me. I then get a call from Major (customer service consultant) and he advised me that it could've been dealt with by Riaz as it's a small claim but because I turned to hello peter my complaint landed in head office, he also asked me to send the documents as it still needed to be recorded he said but that very same day I got an email from Cameron to say my claim has been declined which was weird because Cameron never asked me for paperwork at all. The 21.10.2021 I get a call from Chardonnay saying that I should remove the hello peter post and write an apology email as her manager can override the system and approve my claim hopefully before the funeral which was 23.10.2021. To date Riaz is giving me a complete run around and beating around the bush. I honestly don't know what the hold up is but I really just want my claim to be approved as that was what was told to me the date of activation.