MetLife Life Insurance Complaints Department,
My name is Jeffrey Hack and my father William Kenneth Hack, passed away on 11/1/15. He has 2 life insurance policies thru your company. Although claims have been filed on both by my mother-in-law and myself, neither has been processed yet. When we first filed, we were told by a rep over the phone that we could both use the same form, which I made a copy of after receiving it in the mail. Upon filing, I received a letter back saying that I was not listed as a beneficiary. What they did was put both our claims on the same policy which put a hold on it, which I understand. The policy they attached it to was a $60k policy where my mother-in-law is the beneficiary. The problem really was due to there not being a second policy listed for myself. MetLife said United Space Alliance/AON Hewitt only sent them info on 1 policy. I spoke with Hewitt and they resent the data 3 more times before it “appeared” in your system. This tells me there’s a problem with your system and how the information comes through. Now that my policy was finally visible, it was put under review as there are questions. First, I was told that the group and branch number didn’t match with what was on file when the policy was first opened. After Hewitt resent the information again, I was told now the hold was due to my father’s salary verification. I have called every week, some weeks twice to see if there has been an progress. I keep getting the same answer from MetLife reps, “it’s still under review” . I also get that its escalated and that an escalation specialist will call me back. I have yet to receive a call from anyone at MetLife. If it is truly just a question of salary verification, how hard is it to pick up the phone and ask that question directly? You would rather have an email sent and wait for an answer. And when I call again, I’m told you are still waiting to hear back from Hewitt. I just told that today when I called (2/16/16). I immediately called Hewitt and they said they have replied to your emails. They did say that every email asks for something different. One asks for salary, one for the group number, another asks how they calculated the amount, etc. The Hewitt rep even made a comment as to why MetLife doesn’t ask all these questions at once. Good question, don’t you think?
My issue with this whole situation is the total lack of truth, concern or compassion from your reps. I won’t say that your reps outright lie, but they have been deceptive about what the real issue is regarding this situation. And they make promises that they have no intention of honoring, i.e. returning phone calls. As I mentioned before, they say that my issue has been escalated but obviously there isn’t a true escalation process. If this were escalated and put on a rush, I’d really hate to see how long it would take a normal claim to be processed. I first filed on 11/19/15 and here its 2/16/16, 90 days later, a whole lot of headaches and frustration and we’re still at square one.
Another thing that seems totally wrong with your process it that once the second policy was “found”, the hold on my mother-in-law’s claim should have been released. It’s still on hold due to mine and its complications. Why? We only did what we were told and that was to use a copy of the same form to file. We had no knowledge mine was not in the system. My claim should have immediately been “moved” over and hers cleared.
I could go on and on regarding how frustrating this has become. But my probate attorney suggested filing a suit. I did run the whole situation by my father’s attorney form Morgan& Morgan that handled his mesothelioma case. He said if it doesn’t move forward after 120 days, he’ll refer me to their insurance fraud division. I was hoping to avoid that, but now that we are at the 90 days, time is short. Please assist me in getting this matter resolved before I escalate things on my own. Don’t take that as a threat as I’m just explaining what my next step will be if everything can’t be rectified soon.