"We was miss sold this policy.My husband is a professional driver(Not covered) I have osteoporosis(Not covered) So we cancelled policy same day as we received the paper work.Only they did not bother to cancel as wished and went ahead and took payment.Not been at tall helpful in solving the issue.Would not recommend to my worst enemy.Livid"
We are very sorry to hear that you are unhappy and that our service has fallen short of the high levels of service you quite rightly expect to receive.
With regards the policy itself, the plan you chose was the MetLife Multi-Protect plan. We understand your husbands occupation is an HGV driver which is covered on the plan - Please see this handy link from MetLife - http://www.metlife.co.uk/uk/campaigns/Owl/MetLife_AP_sales_aid_A4_driver.pdf.
I think where the confusion may be here is the fact that Professional Divers are not covered as this is considered to be one of the low number of excluded occupations. If your husbands was a Professional Diver the application would not have been processed. Please rest assured that if you decide to take another MetLife plan that professional drivers are very much covered and it looks like this was simply down to you mis-reading the word "Divers" as "Drivers".
With regards the osteoporosis, there is an exclusion on the broken bones benefit for this condition so I understand if this was your main area of concern why you may have re-considered purchasing the plan. I can confirm though that osteoporosis is covered under the hospitalisation benefit which kicks in after the plan has been in place for 12 months. This covers accidents or sickness and includes pre-existing conditions such as osteoporosis. All other aspects of the plan would of course be covered from day 1 such as the accidental death benefit and the various pay-outs for accidents and injuries.
Please accept our apologies that the plan was not cancelled resulting in MetLife taking a Direct Debit from your bank. I can confirm that on receipt of your complaint today our compliance team have organised a full refund of your premiums and cancelled your plans with MetLife. Our team turned this around and resolved this issue within the same day and I hope that goes someway to restoring some faith in our service.
Once again please accept our apologies for you having to complain and hope the above at least clears up some of the issues regarding the policy and the service you have received. We are proud of the fact that the vast majority of our customers are delighted with the service and products that we provide them with and hope that one day you too could join them.
If you would like to discuss any of this further or in light of the policy covering professional drivers and would like to re-instate your plan please contact our compliance team on 01786 477 800.