No sense of urgency in resolving an internal error they made. I feel ignored.

I've had a funeral policy for years with metropolitan and I am paying my premium on time. I am in constant contact with my financial advisor. In June 2024 I have decided to a person, we finalised the mattr with the advisor Geraldine Kamalie. I received the email and it's subject said Changes to the Plan.

Earlier this week, I decided to go thoroughly through the policy, I was so shocked to realise that when they created a policy for the new life insured, they removed the old person that I had covered. They have done this without any communication. The first person I contacted was my advisor, Geraldine Kamalie, she was also not sure and promised to get someone to look into this. This was on Monday 22 July. I waited and no one got back to me. I decided to contact their complaints team advising them of the matter and requesting that something be done urgently.

The following morning, the complaints team rep**** with just three dots? I was so confused.

I called in and spoke to Nodumo, she promised to escalate the matter so that it receives urgent attention.

I was copied to an email that Geraldine Sent to her manager Bennet Saayman and she was asking that I get contacted and be given feedback. The day ended without any tangible feedback.

I have taken out this policy so that I do not worry about financial commitments when death occurs, and I am paying a premium here, now changes are made without my consent and when I questions this I get ignored. It is more than 24 hours now.

May I please be assisted and more importantly, this person who was removed has to be reinstated without any waiting period.