Urgent Complaint Regarding Policy Downgrade Without Consent

To whom it may concern,

My name is Lindiwe Seema, and I am writing to express my deep disappointment and concern regarding my funeral policy with Metropolitan. I initially opened my policy between 2008 and 2009. Since its inception, I have been a loyal client—I have never missed a payment or made any claims. In 2020, I returned to add my husband to the policy, and all payments remained consistent with the original agreement. I am now shocked and heartbroken to be informed, while attempting to claim for my late father’s funeral, that my policy was supposedly cancelled and replaced with another plan that only pays out R5,000 instead of R35,000—with no reduction in premium. I was never informed, nor did I authorize or sign any documentation approving this change. I requested supporting documentation or recorded calls to verify this alleged downgrade, but nothing was provided at the branch I visited.

This situation is unacceptable, and I demand urgent clarification: Proof of the alleged policy downgrade, including signed documents or call recordings confirming my consent. Explanation of how I continued to pay the same premium amount without being notified of a drastic reduction in cover. Immediate reassessment of my claim and fair consideration of the original R35,000 benefit for which I have been consistently paying since 2008.

As a loyal client of over 15 years, I feel betrayed and deeply disappointed by this experience. I was unable to bury my father with the dignity he deserved because of Metropolitan's failure to honor the policy I faithfully maintained. Please treat this matter with the urgency and seriousness it deserves. I expect a detailed response and resolution as soon as possible.