Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Metropolitan Life is described by policyholders as an insurer that collects premiums reliably but struggles badly when money needs to flow the other way. Customers consistently report unpaid funeral and annuity claims, debits continuing after cancellation, and unanswered emails. The clearest bright spot is individual branch consultants, who are frequently named and thanked for going out of their way.
Top Strengths:
- •Agent Quality & Customer Care: Individual consultants are the strongest part of the experience. Customers name Tyron Williams, Astrid Williams, Aletta Clarence, Johannah Amese, Maria Malau and Tshidi Choma as patient and thorough, though branch rudeness and misselling pull the theme down.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 26m
TrustIndex
3.2
Ranking
#17
in Life Insurance
Reply Time
11h 4m
NPS Score
-43
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 26m
Oct '25 - Sep '26
Frequently Asked Questions About Metropolitan Life
What do customers say about Metropolitan Life?
Based on recent customer reviews, Metropolitan Life is described by policyholders as an insurer that collects premiums reliably but struggles badly when money needs to flow the other way. Customers consistently report unpaid funeral and annuity claims, debits continuing after cancellation, and unanswered emails. The clearest bright spot is individual branch consultants, who are frequently named and thanked for going out of their way.
What is Metropolitan Life's biggest strength?
Metropolitan Life's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Individual consultants are the strongest part of the experience. Customers name Tyron Williams, Astrid Williams, Aletta Clarence, Johannah Amese, Maria Malau and Tshidi Choma as patient and thorough, though branch rudeness and misselling pull the theme down.
What are the most common complaints about Metropolitan Life?
The most common complaint about Metropolitan Life, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. A recurring theme is automated email acknowledgements followed by silence. Customers describe broken callback promises, dropped calls on the 0860 line, unreachable back office and Home Services teams, and conflicting answers from different consultants.
How does Metropolitan Life compare to other Life Insurance companies?
Metropolitan Life scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Life Insurance, compared to the Life Insurance industry average of 3.1. Their strongest theme is Policy Admin (1.2); their weakest is Sales Practices (0.9). The top AI-rated Life Insurance business on Hellopeter is Future Green Dot (4.4). How is the AI Score calculated? →
Is Metropolitan Life trustworthy?
Metropolitan Life has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 264 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 26 min. Hellopeter has tracked Metropolitan Life across 2,925 total reviews. How is the TrustIndex calculated? →
Recent reviews (264)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Nov 2018
Extremely disappointing handling of a ***** matter – poor communication and no sense of urgency
My experience with Metropolitan in dealing with a ***** matter has been extremely disappointing, particularly because of the complete lack of proper communication, urgency and accountability throughout the process. ***** was committed against me, and an investigation was subsequently conducted. I want to acknowledge that the investigator assigned to the matter was the only person who demonstrated any real proactiveness and willingness to assist throughout the entire process. I appreciated his efforts, but unfortunately, that level of service did not extend to the rest of Metropolitan's handling of the matter. Once the investigation was concluded, I requested a comprehensive investigation report explaining the findings, outcome and how the matter had been resolved. Instead of receiving the report or even a proper explanation, I was simply refunded an amount with no meaningful communication as to the basis for the refund or the outcome of the investigation. I subsequently sent a follow-up email requesting the report again. I also raised another serious concern: premiums were still being deducted from my account in September, despite the ***** matter having already been investigated and me having raised the issue. Once again, I have received no response. At this point, I am exhausted from having to repeatedly follow up, send emails and chase Metropolitan simply to get basic information about a matter involving ***** and my money. I should not have to continuously pursue a financial services provider for a response, an explanation and confirmation that the underlying problem has actually been resolved. What is particularly concerning is the lack of urgency and care shown towards a client who has already been the victim of *****. The internal processes and communication I have experienced have been so poor that it raises serious concerns about how effectively clients are protected and assisted when ***** occurs. It is difficult not to feel as though the matter is simply being ignored once the immediate refund has been processed. A refund without an explanation does not constitute proper resolution or communication. I expect Metropolitan to: - Provide me with the comprehensive investigation report and findings; - Explain the basis for the refund that was processed; - Explain why premiums were still deducted in September; - Confirm that the unauthorised deductions have been stopped and that no further deductions will occur; and - Provide a proper response to my outstanding correspondence rather than leaving me to repeatedly follow up. This has been an unnecessarily exhausting experience. Clients who fall victim to ***** deserve urgency, transparency, proper communication and respect, not silence and the burden of repeatedly chasing the institution for answers.
1 reviews | Active since Nov 2018
Extremely disappointing handling of a ***** matter – poor communication and no sense of urgency
My experience with Metropolitan in dealing with a ***** matter has been extremely disappointing, particularly because of the complete lack of proper communication, urgency and accountability throughout the process. ***** was committed against me, and an investigation was subsequently conducted. I want to acknowledge that the investigator assigned to the matter was the only person who demonstrated any real proactiveness and willingness to assist throughout the entire process. I appreciated his efforts, but unfortunately, that level of service did not extend to the rest of Metropolitan's handling of the matter. Once the investigation was concluded, I requested a comprehensive investigation report explaining the findings, outcome and how the matter had been resolved. Instead of receiving the report or even a proper explanation, I was simply refunded an amount with no meaningful communication as to the basis for the refund or the outcome of the investigation. I subsequently sent a follow-up email requesting the report again. I also raised another serious concern: premiums were still being deducted from my account in September, despite the ***** matter having already been investigated and me having raised the issue. Once again, I have received no response. At this point, I am exhausted from having to repeatedly follow up, send emails and chase Metropolitan simply to get basic information about a matter involving ***** and my money. I should not have to continuously pursue a financial services provider for a response, an explanation and confirmation that the underlying problem has actually been resolved. What is particularly concerning is the lack of urgency and care shown towards a client who has already been the victim of *****. The internal processes and communication I have experienced have been so poor that it raises serious concerns about how effectively clients are protected and assisted when ***** occurs. It is difficult not to feel as though the matter is simply being ignored once the immediate refund has been processed. A refund without an explanation does not constitute proper resolution or communication. I expect Metropolitan to: - Provide me with the comprehensive investigation report and findings; - Explain the basis for the refund that was processed; - Explain why premiums were still deducted in September; - Confirm that the unauthorised deductions have been stopped and that no further deductions will occur; and - Provide a proper response to my outstanding correspondence rather than leaving me to repeatedly follow up. This has been an unnecessarily exhausting experience. Clients who fall victim to ***** deserve urgency, transparency, proper communication and respect, not silence and the burden of repeatedly chasing the institution for answers.
1 reviews | Active since Nov 2017
Pathetic Customer Service
Dear Metropolitan Complaints Team, I submitted a complaint through your website on 25 August, but to date, no one has contacted me or attempted to assist me. I am an elderly customer and should not have to repeatedly follow up with Metropolitan to receive assistance. The lack of communication and support has been extremely disappointing and has caused me unnecessary stress. Please treat this matter as urgent and contact me as soon as possible so that my query can be addressed and resolved. I would also appreciate confirmation that my complaint has been received, together with a reference number and the details of the person handling it. Kind Regards, Mr & Mrs Smith
1 reviews | Active since Nov 2017
Pathetic Customer Service
Dear Metropolitan Complaints Team, I submitted a complaint through your website on 25 August, but to date, no one has contacted me or attempted to assist me. I am an elderly customer and should not have to repeatedly follow up with Metropolitan to receive assistance. The lack of communication and support has been extremely disappointing and has caused me unnecessary stress. Please treat this matter as urgent and contact me as soon as possible so that my query can be addressed and resolved. I would also appreciate confirmation that my complaint has been received, together with a reference number and the details of the person handling it. Kind Regards, Mr & Mrs Smith
1 reviews | Active since Mar 2019
Metropolitan Revive your dead policies
Metropolitan will not cancel the policy no matter how many times you ask them. I cancelled RA from 2024, however, the deduction always come back when I am not looking. I understand they can not cancel it but stop but why is it revived all the time. Quite honestly, I am disturbed by this process.
1 reviews | Active since Mar 2019
Metropolitan Revive your dead policies
Metropolitan will not cancel the policy no matter how many times you ask them. I cancelled RA from 2024, however, the deduction always come back when I am not looking. I understand they can not cancel it but stop but why is it revived all the time. Quite honestly, I am disturbed by this process.
1 reviews | Active since Dec 2014
Absolutely dissatisfied
METROPOLITAN — THIS IS COMPLETELY UNACCEPTABLE I am absolutely disgusted and frustrated by the way Metropolitan is handling my claim following the death of my father/uncle, who has been covered under my policy for more than THREE YEARS. I submitted the claim 48 hours ago, and instead of receiving proper assistance during one of the most difficult times for my family, I am being sent from one explanation to another and told that the claim has been referred to Forensics for further investigation. This is not acceptable. We are dealing with a death and trying to make funeral arrangements. This is an extremely time-sensitive situation, yet Metropolitan appears to be treating this as though there is no urgency whatsoever. I have been paying for this cover for years. Now that the unfortunate event has actually occurred, I expect Metropolitan to stand behind the policy and deal with the claim professionally, urgently and transparently. If there is a legitimate reason for a forensic investigation, then tell me exactly what the issue is. Do not simply give me the words “forensic investigation” and expect me to sit and wait while my family is struggling to proceed with the funeral. I want clear answers: 1. Why exactly has my claim been referred to Forensics? 2. What specific information or documentation is allegedly outstanding? 3. What is the current status of my claim? 4. Who is responsible for handling it? 5. What is the exact timeframe for a decision? I am demanding that this matter be escalated immediately to a senior claims manager. Metropolitan needs to understand that behind this claim is a grieving family trying to arrange a funeral, not simply a policy number on a computer screen. I will not accept vague answers, unnecessary runarounds or being passed from department to department without accountability. I have fulfilled my responsibilities as a policyholder, and I expect Metropolitan to fulfil theirs. If this matter is not urgently addressed with a proper explanation and a clear way forward, I will escalate the complaint through Metropolitan’s formal complaints process and the relevant insurance ombud/regulatory channels. Metropolitan, this is the time to show whether you actually stand behind the cover your customers have been paying for. I am demanding action, accountability and a clear answer — not another excuse or delay.
1 reviews | Active since Dec 2014
Absolutely dissatisfied
METROPOLITAN — THIS IS COMPLETELY UNACCEPTABLE I am absolutely disgusted and frustrated by the way Metropolitan is handling my claim following the death of my father/uncle, who has been covered under my policy for more than THREE YEARS. I submitted the claim 48 hours ago, and instead of receiving proper assistance during one of the most difficult times for my family, I am being sent from one explanation to another and told that the claim has been referred to Forensics for further investigation. This is not acceptable. We are dealing with a death and trying to make funeral arrangements. This is an extremely time-sensitive situation, yet Metropolitan appears to be treating this as though there is no urgency whatsoever. I have been paying for this cover for years. Now that the unfortunate event has actually occurred, I expect Metropolitan to stand behind the policy and deal with the claim professionally, urgently and transparently. If there is a legitimate reason for a forensic investigation, then tell me exactly what the issue is. Do not simply give me the words “forensic investigation” and expect me to sit and wait while my family is struggling to proceed with the funeral. I want clear answers: 1. Why exactly has my claim been referred to Forensics? 2. What specific information or documentation is allegedly outstanding? 3. What is the current status of my claim? 4. Who is responsible for handling it? 5. What is the exact timeframe for a decision? I am demanding that this matter be escalated immediately to a senior claims manager. Metropolitan needs to understand that behind this claim is a grieving family trying to arrange a funeral, not simply a policy number on a computer screen. I will not accept vague answers, unnecessary runarounds or being passed from department to department without accountability. I have fulfilled my responsibilities as a policyholder, and I expect Metropolitan to fulfil theirs. If this matter is not urgently addressed with a proper explanation and a clear way forward, I will escalate the complaint through Metropolitan’s formal complaints process and the relevant insurance ombud/regulatory channels. Metropolitan, this is the time to show whether you actually stand behind the cover your customers have been paying for. I am demanding action, accountability and a clear answer — not another excuse or delay.
1 reviews | Active since Feb 2024
METROPOLITAN LIFE **** ALERT!!!
I am extremely disappointed,frustrated and ready to take further actions against Metropolitan life. I have a deduction of R1500 from Metropolitan on my salary that I dont know anything about. On their system it doesnt show any policy taken that should be deducting. I reported this and to my knowledge an investigation is in process. Its been almost 2 months and still no communication or feedback. While they still taking money every month. Lack of communication, no sense of urgency for their own errors an *********** Representative
1 reviews | Active since Feb 2024
METROPOLITAN LIFE **** ALERT!!!
I am extremely disappointed,frustrated and ready to take further actions against Metropolitan life. I have a deduction of R1500 from Metropolitan on my salary that I dont know anything about. On their system it doesnt show any policy taken that should be deducting. I reported this and to my knowledge an investigation is in process. Its been almost 2 months and still no communication or feedback. While they still taking money every month. Lack of communication, no sense of urgency for their own errors an *********** Representative
1 reviews | Active since Aug 2026
Unreliable Policy
Extremely disappointed and frustrated with Metropolitan. My father had been paying his policy for over 15 years, yet now that his family needs the claim to be resolved, we have been met with delays, poor communication, and endless uncer*****y. I have been trying to get this matter resolved since June, making calls and following up repeatedly, but still have no clear answers or proper resolution. This has added unnecessary stress to an already incredibly difficult time. After over 15 years of paying premiums, we expected far better service, communication, and urgency from Metropolitan.
1 reviews | Active since Aug 2026
Unreliable Policy
Extremely disappointed and frustrated with Metropolitan. My father had been paying his policy for over 15 years, yet now that his family needs the claim to be resolved, we have been met with delays, poor communication, and endless uncer*****y. I have been trying to get this matter resolved since June, making calls and following up repeatedly, but still have no clear answers or proper resolution. This has added unnecessary stress to an already incredibly difficult time. After over 15 years of paying premiums, we expected far better service, communication, and urgency from Metropolitan.