1 reviews | Active since May 2022
Poor Poor service
Today I have a complaint about the poor service we have received from Metropolitan Life over the past 2 months. My mother-in-law passed away on March 9, 2022. She had funeral coverage under 3 policies at Metropolitan Life. We received payouts after a fairly difficult payout on 2 of the policies, but are still struggling to get a payment on the third policy. The policy owner is my wife and her mother was insured under the policy as a family member. The death was reported on March 9 and I have been emailing Metropolitan 7 times since that date. On 2 occasions, documentation was also attached to prove the claim, as requested by Metropolitan. The evidence includes certified copies of the death certificate, ID document, the funeral undertaker's account and proof of payment of the account. On May 3 at 10:55 I called Metropolitan's call center and I talked to Pedro. He requested that I once again send an email with all the details we have already forwarded several times now. About half an hour after I spoke to him, I sent the email with all the documents as requested by Pedro. Not long after, I received an acknowledgment of receipt. It states that I can expect a response from Metropolitan within 48 hours, or sooner. As of this writing, I have not heard a word from the company. This was also the case with all my previous writings - they make promises and nothing happens. We as a family are extremely disappointed in the service we have received from Metropolitan and would also advise other prospective and existing clients to rather seriously consider taking their business to a more reliable firm. If Metropolitan can not even keep a promise, how are they going to assist people in need?
We acknowledged receipt of your complaint. We regret to read about the delays you experienced when submitting a claim for your late mother in-law and sincerely apologise for the inconvenience.
One of our Client Care assessor will investigate and revert back to you.
Regards
Client Care Team
We acknowledged receipt of your complaint. We regret to read about the delays you experienced when submitting a claim for your late mother in-law and sincerely apologise for the inconvenience.
One of our Client Care assessor will investigate and revert back to you.
Regards
Client Care Team
On 20 April I received the following reply via email - "Please note that your query for the policy (***) has been processed and you will receive feedback soon. "
This was after I requested a breakdown of the payment that we received for a claim that was submitted on the funeral policy. This policy was in place since December 1991 and the monthly premium was about R20. So over time an amount of approximately R4 800 was paid but the amount paid out was only R3 000.
To date I have not received any feedback as promised. Just another example of a promise not kept.
On 20 April I received the following reply via email - "Please note that your query for the policy (***) has been processed and you will receive feedback soon. "
This was after I requested a breakdown of the payment that we received for a claim that was submitted on the funeral policy. This policy was in place since December 1991 and the monthly premium was about R20. So over time an amount of approximately R4 800 was paid but the amount paid out was only R3 000.
To date I have not received any feedback as promised. Just another example of a promise not kept.
We refer to your additional comments.
Our Assessor has already responded to this additional query on 10 May 2022.
The Assessor explaining that the second policy you mentioned is a Group scheme funeral plan that pays out a specific sum insured in return for the monthly premium received, irrespective of how many months premiums are paid by or on behalf of the insured (provided of course, that the policy is active and no waiting period still applies to the cause of death of the insured when the insured passes away).
We do have other products that are inflation-linked or products that if they are priced to include a paid-up policy, provide growth in the form of Bonuses, after they become fully paid up. Regrettably this second policy you have queried is not one of these and only the basic sum insured was payable.
We trust that the above clarifies the concerns you have raised.
Regards
Client Care Team
We refer to your additional comments.
Our Assessor has already responded to this additional query on 10 May 2022.
The Assessor explaining that the second policy you mentioned is a Group scheme funeral plan that pays out a specific sum insured in return for the monthly premium received, irrespective of how many months premiums are paid by or on behalf of the insured (provided of course, that the policy is active and no waiting period still applies to the cause of death of the insured when the insured passes away).
We do have other products that are inflation-linked or products that if they are priced to include a paid-up policy, provide growth in the form of Bonuses, after they become fully paid up. Regrettably this second policy you have queried is not one of these and only the basic sum insured was payable.
We trust that the above clarifies the concerns you have raised.
Regards
Client Care Team