Complain against Metropolitan

I am writing to formally raise serious concerns regarding my policy with Metropolitan and to follow up on my unresolved complaint. Despite my appeal lodged on earlier September I have not received a response. Given the seriousness of the matter I wish to ensure that it is fully and fairly considered.

1. Misrepresentation at the Point of Sale

At the time I invested, the consultant assured me that I would be able to access my funds whenever I needed. Had it been made clear that I was limited to only one partial withdrawal, I would have made a more informed decision. I now realize this assurance was misleading and formed part of the sales pitch to convince me to take up the policy.

2. Incorrect Processing of My Withdrawal

When I later requested a withdrawal of R30,000 the insurer’s consultant incorrectly processed it as a full surrender, deactivating my policy in error. This was not what I instructed. Only after I questioned the matter was this mistake admitted and partially corrected.

3. Allowing Multiple Withdrawals Created Confusion

Despite claiming that only one withdrawal is permitted the insurer allowed me to withdraw twice — first R30,000 and later R11,000. This inconsistency caused further confusion and placed me in a position where I unknowingly re**** on their administrative error.

4. Serious Risk of Prejudice

If I had not raised the issue myself the error would never have been corrected. My policy would have remained surrendered and I would have been left with only R30,000 losing the additional R11,000 and all policy benefits permanently.

5. Actual Prejudice Suffered

Even though the mistake was eventually corrected, I suffered:

Financial stress and uncer*****y in accessing my funds.

Emotional distress when informed that my policy was inactive.

Loss of trust in the insurer’s ability to manage my instructions.

Wasted time and effort in following up, complaining and escalating to the Ombud.

6. Request for Fair Outcome

I respectfully submit that the prejudice I suffered, combined with the insurer’s misrepresentation and errors, warrants recognition and compensation. I should not be forced to carry the burden of their mistake and misleading advice.

I kindly request that my case be reconsidered urgently and that I be advised of the outcome within a reasonable timeframe. Please confirm receipt of this email and provide an update on the status of my appeal.

Thank you for your time and assistance