1 reviews | Active since Sept 2022
Moving goal posts on policy payout
My father died in 1997 from cancer of the esophagus after suffering from 1993.Then the following year my brother who is the oldest son of my parents has a fatal car accident in kwamhlanga MP just outside of Gauteng. As I said my brother was the oldest the rest of us were (3 siblings) were under age.
We all know what happeneds with in laws when a spouse dies. My mom was left with 3 children and one income in a short space of 18 months. The long story short my mother never claimed in the 90ties because it was crazy we had no one but our mother.
Now my mother is 74 and we are finalizing her will and saw she never claimed on my fathers policy which is paid up with Metropolitan the hell is on steroids we submitted. it has been one problem after another. and after we finally submitted all the required documents we were told the claim is going to be paid 10 days later.
Now five days into the 10 days waiting period to find out if anything is still required from us because they queried our certified death certificate because the 1998 copy had faded. we are being told the claim will take 7 to 14 days and I asked from which date no one could tell me and I ran put of air time. I call again in the afternoon to be told the 13th November which makes 10 working days to recieved feedback the 27 of November 2024. I hope this is it because I was contemplating taking out a family policy you can trust that it will not be happening after this. old mutual was so efficient I was so shocked.
We acknowledge receipt of your complaint on HelloPeter.
We always strive to serve all our clients well and regret to learn of the delays with your mother's claim/s.
We have a better than 95 % success rate at processing funeral claims within our goal turn-around-time of 48 hours.
In order to assess a claim, we need to validate information contained in the claim documents submitted. The longer one leaves a claim, the more difficult it is for us to validate the information surrounding the claim and finalize the assessment of the claim. This is why our contracts usually allow for a 6-month period to submit one's claims.
We are however of the view that it won't be fair to reject a claim purely on the basis of a late submission. Sometimes a client will have a valid reason or compelling circumstances that cause them not to submit these claims in time. Then, if the claimant can provide us with a valid reason of why they are claiming late that will satisfy our auditors, we still accept the claim application and assess the claim, regardless of the time that has passed.
Unfortunately, in cases like this where many years have passed without claiming, it becomes near impossible to validate all the facets of the claim electronically and oft times we have to enlist the assistance of our Forensic team to do in-person site visits, to validate the information and documentation.
We understand that this may cause you some frustration but please bear with us a little longer.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We always strive to serve all our clients well and regret to learn of the delays with your mother's claim/s.
We have a better than 95 % success rate at processing funeral claims within our goal turn-around-time of 48 hours.
In order to assess a claim, we need to validate information contained in the claim documents submitted. The longer one leaves a claim, the more difficult it is for us to validate the information surrounding the claim and finalize the assessment of the claim. This is why our contracts usually allow for a 6-month period to submit one's claims.
We are however of the view that it won't be fair to reject a claim purely on the basis of a late submission. Sometimes a client will have a valid reason or compelling circumstances that cause them not to submit these claims in time. Then, if the claimant can provide us with a valid reason of why they are claiming late that will satisfy our auditors, we still accept the claim application and assess the claim, regardless of the time that has passed.
Unfortunately, in cases like this where many years have passed without claiming, it becomes near impossible to validate all the facets of the claim electronically and oft times we have to enlist the assistance of our Forensic team to do in-person site visits, to validate the information and documentation.
We understand that this may cause you some frustration but please bear with us a little longer.
Regards
Client Care Team