RM
Rachel M
1 reviews | Active since May 2019
29 Nov 2024, 22:24
Worst nightmare
Good day,
I am writing this as a disappointed client of Metropolitan.
I took out a funeral plan for my family on the 22nd of October in which initially I thought I would be able to maintain. Recently I have found myself to be burdened financially in which I have asked to terminate my contract as well as receive a refund of my money.
I was told I cannot receive my refund as the cooling off period is over however I was not aware I cannot have my money returned back to me should I decide to cancel within the first month of my first debit.
My bank balance is on zero, my child does not have food, the fridge is empty and I ask where is the mercy and understanding of Metropolitan?
If I say I wasn’t aware that I cannot receive a refund upon cancellation within the first month of my debit order?!
I need my money refunded back to me. I cannot suffer because the terms and conditions were not clear to me please.
Regards, Rachel
Helpful (0)
Replies (8)0
Replies (8)RM
Rachel M's updateReviewer Update
02 Dec 2024, 11:09So disappointed at this company, why can't Old Mutual just refund me money?
I am beyond upset
I am beyond upset
RM
Rachel M's update02 Dec 2024, 11:09
Reviewer Update
So disappointed at this company, why can't Old Mutual just refund me money?
I am beyond upset
I am beyond upset
Metropolitan Life's replyOfficial
02 Dec 2024, 11:29Dear Rachel
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of your current financial challenges.
You are correct in stating there is a 30-day cooling off period on your funeral plan. This is part of the sales script and as such is mentioned each time you take a new funeral plan or change your cover on your existing policy.
Please note that a funeral policy is classified as risk insurance. It remains a basic principle of insurance that cover is provided (by the insurer), in return for premiums paid by (or on behalf of) the insured.
Therefore , if cancellation occurs after the (obligation free) cooling-off period, we cannot refund the before-cancellation premiums, because we have already provided the cover you app**** for and would have been liable to pay the full benefit value of any valid claim that may have occurred while the policy was active.
We do note that you have telephonically withdrawn your cancellation instruction and thank you for your valued support.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of your current financial challenges.
You are correct in stating there is a 30-day cooling off period on your funeral plan. This is part of the sales script and as such is mentioned each time you take a new funeral plan or change your cover on your existing policy.
Please note that a funeral policy is classified as risk insurance. It remains a basic principle of insurance that cover is provided (by the insurer), in return for premiums paid by (or on behalf of) the insured.
Therefore , if cancellation occurs after the (obligation free) cooling-off period, we cannot refund the before-cancellation premiums, because we have already provided the cover you app**** for and would have been liable to pay the full benefit value of any valid claim that may have occurred while the policy was active.
We do note that you have telephonically withdrawn your cancellation instruction and thank you for your valued support.
Regards
Client Care Team
Metropolitan Life's reply02 Dec 2024, 11:29
Official
Dear Rachel
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of your current financial challenges.
You are correct in stating there is a 30-day cooling off period on your funeral plan. This is part of the sales script and as such is mentioned each time you take a new funeral plan or change your cover on your existing policy.
Please note that a funeral policy is classified as risk insurance. It remains a basic principle of insurance that cover is provided (by the insurer), in return for premiums paid by (or on behalf of) the insured.
Therefore , if cancellation occurs after the (obligation free) cooling-off period, we cannot refund the before-cancellation premiums, because we have already provided the cover you app**** for and would have been liable to pay the full benefit value of any valid claim that may have occurred while the policy was active.
We do note that you have telephonically withdrawn your cancellation instruction and thank you for your valued support.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of your current financial challenges.
You are correct in stating there is a 30-day cooling off period on your funeral plan. This is part of the sales script and as such is mentioned each time you take a new funeral plan or change your cover on your existing policy.
Please note that a funeral policy is classified as risk insurance. It remains a basic principle of insurance that cover is provided (by the insurer), in return for premiums paid by (or on behalf of) the insured.
Therefore , if cancellation occurs after the (obligation free) cooling-off period, we cannot refund the before-cancellation premiums, because we have already provided the cover you app**** for and would have been liable to pay the full benefit value of any valid claim that may have occurred while the policy was active.
We do note that you have telephonically withdrawn your cancellation instruction and thank you for your valued support.
Regards
Client Care Team
RM
Rachel M's updateReviewer Update
02 Dec 2024, 12:01I will never support this company anymore.
Other companies are able to provide refunds after the fact, so why can't Metropolitan do the same?
I am utterly disappointed and i still want my refund back.
Other companies are able to provide refunds after the fact, so why can't Metropolitan do the same?
I am utterly disappointed and i still want my refund back.
RM
Rachel M's update02 Dec 2024, 12:01
Reviewer Update
I will never support this company anymore.
Other companies are able to provide refunds after the fact, so why can't Metropolitan do the same?
I am utterly disappointed and i still want my refund back.
Other companies are able to provide refunds after the fact, so why can't Metropolitan do the same?
I am utterly disappointed and i still want my refund back.
Metropolitan Life's replyOfficial
02 Dec 2024, 12:38Dear Rachel
Thank you for your additional comments.
We do refund premiums received after cancellation, just like other companies do.
Regards
Client Care Team
Thank you for your additional comments.
We do refund premiums received after cancellation, just like other companies do.
Regards
Client Care Team
Metropolitan Life's reply02 Dec 2024, 12:38
Official
Dear Rachel
Thank you for your additional comments.
We do refund premiums received after cancellation, just like other companies do.
Regards
Client Care Team
Thank you for your additional comments.
We do refund premiums received after cancellation, just like other companies do.
Regards
Client Care Team
RM
Rachel M's updateReviewer Update
02 Dec 2024, 12:45There is absolutely no compassion for my situation and i am awfully disappointed
RM
Rachel M's update02 Dec 2024, 12:45
Reviewer Update
There is absolutely no compassion for my situation and i am awfully disappointed
Metropolitan Life's replyOfficial
02 Dec 2024, 14:50Dear Rachel
Thank you again for your additional comment.
Please revert back directly to the escalaiton specialist who is in contact with you vai mail.
Regards
Client Care Team
Thank you again for your additional comment.
Please revert back directly to the escalaiton specialist who is in contact with you vai mail.
Regards
Client Care Team
Metropolitan Life's reply02 Dec 2024, 14:50
Official
Dear Rachel
Thank you again for your additional comment.
Please revert back directly to the escalaiton specialist who is in contact with you vai mail.
Regards
Client Care Team
Thank you again for your additional comment.
Please revert back directly to the escalaiton specialist who is in contact with you vai mail.
Regards
Client Care Team
RM
Rachel M's updateReviewer Update
10 Dec 2024, 01:23Metropolitan remove the Debi check mendate you have put on my account please???????
RM
Rachel M's update10 Dec 2024, 01:23
Reviewer Update
Metropolitan remove the Debi check mendate you have put on my account please???????
Metropolitan Life's replyOfficial
06 May 2025, 18:52Dear Rachel
We see that this comment has not been responded to on HelloPeter website.
Apologies for the oversight.
We do believe this matter has been resolved already and this post is just to close the loop on the site.
#Together we can!
Regards
Metropolitan Client Care Team
We see that this comment has not been responded to on HelloPeter website.
Apologies for the oversight.
We do believe this matter has been resolved already and this post is just to close the loop on the site.
#Together we can!
Regards
Metropolitan Client Care Team
Metropolitan Life's reply06 May 2025, 18:52
Official
Dear Rachel
We see that this comment has not been responded to on HelloPeter website.
Apologies for the oversight.
We do believe this matter has been resolved already and this post is just to close the loop on the site.
#Together we can!
Regards
Metropolitan Client Care Team
We see that this comment has not been responded to on HelloPeter website.
Apologies for the oversight.
We do believe this matter has been resolved already and this post is just to close the loop on the site.
#Together we can!
Regards
Metropolitan Client Care Team