Review Time
This is the absolute worst company! I already had to use them once for a STD claim and was assigned Andrea as my claims rep. Which when the claim was done I was emailed a survey to do on my experience with her so I was honest it was horrible....not knowing I would again need to file a claim for a surgery I just had on both hands and would be assigned the same rep. And due to my past experience with her and I'm sure her seeing her review she has flat out refused to work my claim in any way at all. My doctor's surgeons and everyone in-between have sent in every document she needs to process the claim and she won't do anything with it....I call in and am told a call back will happen within 24 hrs nothing I ask for her supervisor nothing I make sure I also follow up everything via email so it's all documented in writing all the documents the doctors sent etc. it's been almost a month post op now and still nothing. My HR department wants my feed back on how all this has gone since I'm the first employee to use MetLife and their about to switch to a different company because of how unprofessional all this is.
This in regards to my MetLife Critical Illness Insurance policy obtained through my employer, which I paid for monthly since 2015 (11 years). The policy appeared to be comprehensive, covering a range of critical conditions I had hoped to never face, including open heart surgery. Unfortunately, when I had to go through open heart surgery this past year, MetLife denied my claim because the open heart survey was for an aneurysm and not a narrowing or blockage. My word of caution before you purchase their Critical Illness coverage: understand that they will do everything to politely and bureaucratically deny coverage, so do not assume the policy is comprehensive even if it appears to be. The policy is written so there is a LOT of wiggle room for denials. You may need to engage an attorney from the start to receive your claim, and that will cost you about 40-50% of any payout and a lot of hassle for both you and your medical team at a time when you are dealing with a critical health issue. Consider putting the money into health savings account. (Note: My MetLife hospital indemnity policy worked as described because it paid exactly what it said it would based on number of days in the hospital, quantitative metrics.)
The single worst customer service experience of my entire life. Reps have virtually no product knowledge, unresponsive to requests for basic information about account, bounced back and forth between customer service and tech when I could not create an online account. Don't spend a penny with this company--you will regret it.
So I would never recommend them. They are very slow in processing. I submitted a claim in September and it’s still in review. I’ve spoken to them several times and I get the same answers they’ve escalated and still know response. It’s getting a little old they ask for additional details I was provided him the same thing. They’ve asked me 5×5 times I’ve uploaded the documents. They are ridiculous. They are slow and to be honest. I don’t think they know who’s doing what when where and how the most unorganized and efficient processing claim company I have ever seen.
I want to cancel my life insurance policy. There process requires I fill out a form and submit it. They indicate one option of submitting the form is by attaching it to an email. This seemed like a good option for me, so I tried it. I called back two days later to ensure they received my form and they told me they had received it, but their forms import process had made the form illegible and they sent me a letter via USPS to inform me of that. (USPS?! for real?) I should receive the letter in 5 business day, which is ridiculous for an electronically submitted form. So I asked if there was another way to submit the form and the pointed me to an online process where I could attach the form document and receive a status update on the progress. Within one day, the status of my submission went from "received" to "in progress" to "complete" with additional text saying, "Your form was successfully reviewed."So think I'm good to go, but no. A week later, they take my monthly premium again. So I called again only to find out that, even though my submission showed a status of "complete", that only meant the review was complete and they were USPS mailing me a response saying they couldn't read the submission. Ridiculous!So I submitted the form as a fax (yes, a fax) and they were able to read the document. Now I have to wait 2 days to call back and confirm they actually processed the cancellation. What a pain!
Absolutely the worst customer service system I have experienced in recent memory. Calls drop constantly, reps struggle to understand English, they fail to follow through on what they're supposed to do. Stay as far away from this garbage as possible.
WARNING WARNING WARNING!!!!!!DO NOT LET THEM TAKE YOUR MONEY.They are one of the worst insurance companies when it comes to NCD dental insurance. They make it impossible to file a claim with favorable results. After 8 months I was scheduled for a maintenance periodontal cleaning. It was DENIED for reasons related to a "questionnaire" being incomplete. No one has shown even the slightest interest in resolving this. Altho, they have no problems when it comes to taking your money each month. But dare to file a claim and you'll find they are so poorly handled. In fact, I canceled my policy today. I can't stress enough STAY AWAY FROM METLIFE DENTAL PLANS. And just for anyone interested, I had the Elite 5000 plan. GARBAGE. You've been WARNED!!
After being transferred to multiple departments, being told conflicting information about my policy being in existence and not being in existence, hung up upon because I asked to speak to a manager, just save yourself some time and get a policy with someone else so you never have to call their customer service. It feels deliberately painful to discourage contact. At no point do you get the impression that they want to help you.
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