Reward for loyalty through a 12 year old family funeral policy: 500% premium increase OR secret & immediate cancellation!

My family has held a family funeral policy with Metropolitan since 2012 and when the policyholder died in 2021, I requested that I be made policyholder. I was informed I needed to get a new quote as they no longer supported our policies. I began the quotes process and they tried moving an 11 year old from R11 to R71 for R10k cover. I queried their rationale and in Jan 2022, was told they'd get back to me.

We sadly lost another family member on 3 July and I submitted a claim on 4/7, payment was only made on 17/7, almost 2 weeks later. This compromised the quality of send-off we could have for a loved one who passed away suddenly, an opportunity to fully express our love despite. Once payment was made, they also cancelled the policy with immediate effect yet neglected to inform me of such. When I asked, Lizo Moyo said it had to be done as "the book was closed". In terms of the new quote, premiums were skyrocketing from R404 to R2060 for the same cover but fewer people, as their new policies capped the number of extended family members.

I escalated the matter and on 23/7 I got an email from Jackie Turner, the complaints manager, who indicated someone was investigating my complaint. I have heard nothing further regarding issues raised in my 21/7, namely: 1. Why the 27 year old dependent was paid out at child rates despite our policy schedule stating the exact amount covered for 2. How was my family informed that FF policies would no longer be supported and advised of our options prior to us requesting change of policyholder due to death? 3. Why a decision was made to cancel cover immediately without informing us or advising of our options should we choose to not accept a 500% premium increase?

When I raised the issue of immediate cancellation being a barrier to me beginning a new policy, Lizo produced a schedule on 24/7 that now reflected the child rates as inclusive of age my late niece was. I informed him that the change would not apply retrospectively.

Whilst I have stated my intentions to leave Metropolitan given the deplorable manner they've handled our policy in, I still want answers and a clear rationale as to the basis of paying the claim.

Metropolitan's efforts to steamroll us into accepting whatever they dictate is against the principles of Treating Customers Fairly, especially the aspects of ensuring that customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint. We have the right to Fair and Honest Dealing as well as Fair, Just and Reasonable Terms and Conditions.

My family is taking a new policy elsewhere but I'm addressing this as a matter of principle, calling out a 13 day payment turnaround time and unreasonable increases due to failure of the insurer to consider their product lifecycle and inform customers timeously.