Just when I think I’ve heard of everything I leave it to MetLife to change my perspective. I was told by a MetLife supervisor that management has told all claims handlers not to answer their voice mails or return calls. Apparently, they are too busy.
In addition, I made a call to Brown & Joseph, MetLife’s overpayment “debt collection agency” in an attempt to resolve an overpayment issue and the voice mail said “there is no one available to speak with you.”
This is not acceptable folks! This insurance company is NOT available to speak with anyone, nor can it resolve issues with its insureds. Deliberately cutting insureds off is, I’m sure, some sort of state violation, but who’s watching?
MetLife’s communication problems, while not exactly new, have escalated to the point of placing the company in a very poor position with its insureds and claimants. These actions on the part of MetLife indicate the company must have a tremendous backlog of claims, which is near death to any disability insurer.
Still, I can’t imagine that MetLife has been left to go this far. I learned from one of the Supervisors today that when you call and leave a voice mail, the call goes to a Customer Service Representative who initiates a call back log and sends that to the claims handlers. They have been told to return calls within 48 hours. That’s a long time to try to resolve issues.
In my opinion claimants have had a hard time with MetLife for a long time now. Don’t expect any miracles attempting to communicate with this company, unless you want to try and raise the dead. Take my word for it, there’s no one home.
