ML
Metropolitan Life
Verified Business
ML
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Metropolitan Life is struggling across nearly every service dimension. Bereaved families describe waiting weeks or months for funeral and death claims, customers report continued debits after written cancellations, and many allege policies were activated without their consent. A small minority praise named branch consultants who go above and beyond, but the dominant experience is frustration, poor communication, and unresolved escalations.
TrustIndex
3.6
Ranking
#15
in Life Insurance
NPS Score
-42
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Metropolitan Life is experiencing significant customer dissatisfaction across most service dimensions. Customers consistently report frustrations with claims delays, unresponsive communication, unauthorised deductions, and difficulty cancelling policies. While a small number of agents receive heartfelt praise for compassionate service, the dominant narrative reflects systemic operational failures and poor accountability during emotionally sensitive moments.
The most common complaint about Metropolitan Life, based on Hellopeter's AI analysis of recent customer reviews, is Claims Handling & Resolution. Claims Handling (1.2). Customers describe extended delays for funeral and death claims, repeated document requests, unexplained rejections citing lapsed policies, and claims unpaid even after funerals have taken place. Promises of 48-hour or 4-hour payouts are routinely broken, causing financial and emotional distress to grieving families.
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 Jan 2020
Iv left numerous requests to be called back. Iv used the WhatsApp chat bot. Iv went online..not 1 single callback . Very disappointed. Now I wonder when I die. How is my family going to get ahold of these people. If I can't even speak to them now in the living. All I wanted to do is have 2 enquires one of which being an add on. Not 1 person bothered to call me back.
1 reviews | Active since Jan 2020
Iv left numerous requests to be called back. Iv used the WhatsApp chat bot. Iv went online..not 1 single callback . Very disappointed. Now I wonder when I die. How is my family going to get ahold of these people. If I can't even speak to them now in the living. All I wanted to do is have 2 enquires one of which being an add on. Not 1 person bothered to call me back.
1 reviews | Active since Jan 2020
Firstly, if one reads the so-called positive reviews about Momentum insure, they are clearly intended to increase the company' positive ratings. It is patently clear that these so-called reviews are written by the company or its shills, because they all follow a strikingly similar pattern: the alleged employee is named and then his praises are sung. This is very obvious, even to a 3-year-old. Secondly, on 25 May, after submitting a funeral claim but receiving no feedback, I tried to call their call center, I was informed that no agents were available to speak to me, because, and get this: "they are all on training." This is absolutely shocking and astonishing. But, then, when a company stoops to publishing patently untrue reviews, to boost its rating on HelloPeter, what does one expect? Very keen to take one's money, but will do anything not to honour their side and pay out.
1 reviews | Active since Jan 2020
Firstly, if one reads the so-called positive reviews about Momentum insure, they are clearly intended to increase the company' positive ratings. It is patently clear that these so-called reviews are written by the company or its shills, because they all follow a strikingly similar pattern: the alleged employee is named and then his praises are sung. This is very obvious, even to a 3-year-old. Secondly, on 25 May, after submitting a funeral claim but receiving no feedback, I tried to call their call center, I was informed that no agents were available to speak to me, because, and get this: "they are all on training." This is absolutely shocking and astonishing. But, then, when a company stoops to publishing patently untrue reviews, to boost its rating on HelloPeter, what does one expect? Very keen to take one's money, but will do anything not to honour their side and pay out.
1 reviews | Active since Jan 2020
I received a policy no 337914798 for the policy I never agreed upon on the 21 April 2026 and submitted an affidavit for the the complaint and cancelation on the 23 April 2026 not yet canceled todate
1 reviews | Active since Jan 2020
My name is Vuyo Simon Lutango ID NO 800512 5408 089 Policy NO 41798308713 I need help with a complaint. My life cover was R 1000 000 in 2011 but it's now R 126 756.00 and I still pay R 475 per month. I never agreed to this reduction, and haven't received any notice Please send me A copy of my 2011 contract not Policy document 2. The reason my sum assuerd was reduced Can I speak to someone in the complaints department
1 reviews | Active since Jan 2020
My name is Vuyo Simon Lutango ID NO 800512 5408 089 Policy NO 41798308713 I need help with a complaint. My life cover was R 1000 000 in 2011 but it's now R 126 756.00 and I still pay R 475 per month. I never agreed to this reduction, and haven't received any notice Please send me A copy of my 2011 contract not Policy document 2. The reason my sum assuerd was reduced Can I speak to someone in the complaints department
1 reviews | Active since Jan 2020
I am extremely disappointed with the service received from Metropolitan regarding my Policy with them. After losing my job, I contacted Metropolitan and explained my financial situation. I was advised that the debit order would be stopped and that the policy would continue until maturity in 2026. At no point was I properly informed that the policy could completely lapse or lose all its value. I have now discovered that the policy was terminated in 2022 and that the investment allegedly became negative and worthless. This came as a complete shock because I re**** on the information provided to me by their consultants. Customers deserve clear and transparent communication, especially during financial hardship. If I had been properly informed about the consequences, I would have explored other options instead of believing my investment was still secure until maturity. I am requesting a full investigation, policy history, and explanation regarding how this policy was allowed to terminate without proper understanding on my side. I hope Metropolitan will urgently address this matter and treat customers fairly. I have sent an email to no response a week later.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service received from Metropolitan regarding my Policy with them. After losing my job, I contacted Metropolitan and explained my financial situation. I was advised that the debit order would be stopped and that the policy would continue until maturity in 2026. At no point was I properly informed that the policy could completely lapse or lose all its value. I have now discovered that the policy was terminated in 2022 and that the investment allegedly became negative and worthless. This came as a complete shock because I re**** on the information provided to me by their consultants. Customers deserve clear and transparent communication, especially during financial hardship. If I had been properly informed about the consequences, I would have explored other options instead of believing my investment was still secure until maturity. I am requesting a full investigation, policy history, and explanation regarding how this policy was allowed to terminate without proper understanding on my side. I hope Metropolitan will urgently address this matter and treat customers fairly. I have sent an email to no response a week later.
Metropolitan Life scores 1.5 out of 5 on Hellopeter's AI analysis of service quality in Life Insurance, compared to the Life Insurance industry average of 2.9. Their strongest theme is Hardship Support (1.7); their weakest is Policy Admin (1.3). The top AI-rated Life Insurance business on Hellopeter is MiWayLife (4.4). How is the AI Score calculated? →
Metropolitan Life has a TrustIndex of 3.6 out of 10 on Hellopeter, based on 323 reviews in the last 12 months. Hellopeter has tracked Metropolitan Life across 2,869 total reviews. How is the TrustIndex calculated? →