SL
Steven L
1 reviews | Active since Jan 2012
08 Apr 2019, 10:46
Not Following Terms and Conditions set out in Contract
On Wednesday 3 April 2019, I phoned the Contact Center in order to activate the Premium Bridging facility on my policy. I was told by the representative that this is not available. I explained to the consultant that the facility is available and is stated in the contract that I received. The representative explained to me that they would have gotten back to me the same day. It has been 3 working days without any attempt to contact from Metropolitan. The staff is not trained properly and are advising clients incorrectly. Because of this I am most probable going to loose my policy of 3 years and all my savings will be taken by the company.
Helpful (0)
Replies (3)0
Replies (3)
Metropolitan Life's replyOfficial
08 Apr 2019, 16:45Dear Steven
We acknowledge receipt of your complaint.
We agree, that your policy has a premium bridging facility for certain scenarios.
One of our Client Care Assessors will investigate the matter and revert back to your directly.
Regards
Client Care Team
Metropolitan Life's reply08 Apr 2019, 16:45
Official
Dear Steven
We acknowledge receipt of your complaint.
We agree, that your policy has a premium bridging facility for certain scenarios.
One of our Client Care Assessors will investigate the matter and revert back to your directly.
Regards
Client Care Team
SL
Steven L's updateReviewer Update
06 May 2019, 13:19I am happy to report that my complaint was escalated to a very friendly, well-trained and helpful staff member. I am very impressed with the service that I received and I am happy to report that my query was dealt with accordingly. I was able to save my policy and I am happy to continue with my Metropolitan policy. I would suggest that other staff members dealing with clients also receive the necessary training to advise clients correctly such as this staff member.
SL
Steven L's update06 May 2019, 13:19
Reviewer Update
I am happy to report that my complaint was escalated to a very friendly, well-trained and helpful staff member. I am very impressed with the service that I received and I am happy to report that my query was dealt with accordingly. I was able to save my policy and I am happy to continue with my Metropolitan policy. I would suggest that other staff members dealing with clients also receive the necessary training to advise clients correctly such as this staff member.
Metropolitan Life's replyOfficial
06 May 2019, 15:06Thank you for sharing your experience with us. We are always looking at ways to improve our service offering and will definitely take your comments under review.
Warm regards
Client Care
Warm regards
Client Care
Metropolitan Life's reply06 May 2019, 15:06
Official
Thank you for sharing your experience with us. We are always looking at ways to improve our service offering and will definitely take your comments under review.
Warm regards
Client Care
Warm regards
Client Care