Client Service Centre

At Metropolitan Lesotho, we not only want to create financial well-being and freedom for all Basotho, we value your time. Time you should spend on the things that matter like your family, your goals and your future.

To maximise your time, take a look through our Client Service Centre to see what you need to bring along with when you come to see us.

These are important numbers you should know for your client service queries:

Client Service Centre: +266 22222337 | +266 22222387 | +266 22222116 | +266 22222110

Employee Benefits for Corporate Clients: +266 22222136 | +266 222222109

Metropolitan Health Client Service: +266 22222100

Below is a list of events that you may experience, coupled with the documents you need to receive our fast friendly service.

Services offered + Requirements

  • When your loved one has passed on, you will need to claim on their funeral policy to give them the dignified funeral they deserve.
  • Claiming when you have lost your Spouse

You will need the following documents to have your claim processed quickly and without hassle:

  • POLICY MEMBERSHIP CERTIFICATE ————————-ORIGINAL
  • DEATH CERTIFICATE ———————————————- X 1 COPY + ORIGINAL
  • MORTUARY LETTER————————————————-X 1 COPY + ORIGINAL
  • CLAIMANTS PASSPORT ——————————————– X 1 COPY CERTIFIED
  • DECEASED PASSPORT———————————————- X 1 COPY CERTIFIED
  • MARRIAGE CERTIFICATE——————————————X 1 COPY CERTIFIED
  • PAYLSIP 2 MONTHS PRIOR TO DEATH———————– X 1 COPY CERTIFIED
  • FUNERAL FUNDER (PAYSLIPS 1 PRIOR TO DEATH)——X 1 COPY CERTIFIED
  • LETTER OF EMPLOYMENT ————————————– ORIGINAL
  • NOTICE OF DEATH FROM HOSPITAL ———————— X 1 COPY CERTIFIED
  • DECLARATION BY POLICE (ACCIDENT)———————-ORIGINAL
  • PUP – IDENTIFICATION OF ALL LIVES COVERED (IF THE POLICY HOLDER IS DECEASED)

Claiming when you have lost a Parent. You will need the following documents to have your claim processed quickly and without hassle:

  • POLICY MEMBERSHIP CERTIFICATE ————————–ORIGINAL
  • DEATH CERTIFICATE ———————————————– X 1 COPY + ORIGINAL
  • MORTUARY LETTER————————————————- X 1 COPY + ORIGINAL
  • CLAIMANTS PASSPORT ——————————————– X 1 COPY CERTIFIED
  • DECEASED PASSPORT———————————————- X 1 COPY CERTIFIED
  • MARRIAGE CERTIFICATE—————————————– X 1 COPY CERTIFIED
  • PAYSLIP 1 MONTHS PRIOR TO DEATH———————— X 1 COPY CERTIFIED
  • FUNERAL FUNDER (PAYSLIPS 1 PRIOR TO DEATH)—— X 1 COPY CERTIFIED
  • LETTER OF EMPLOYMENT—————————————– ORIGINAL
  • NOTICE OF DEATH FROM HOSPITAL ————————– X 1 COPY CERTIFIED
  • DECLARATION BY POLICE (ACCIDENT)———————– ORIGINAL

Claiming when you have lost your Child

You will need the following documents to have your claim processed quickly and without hassle:

  • POLICY MEMBERSHIP CERTIFICATE ————————— ORIGINAL
  • DEATH CERTIFICATE ————————————————- X 1 COPY + ORIGINAL
  • MORTUARY LETTER————————————————— X 1 COPY + ORIGINAL
  • BIRTH CERTIFICATE/BAPTISM LETTER OF CHILD ———-X 1 COPY CERTIFIED
  • PAYSLIP 1 MONTHS PRIOR TO DEATH————————– X 1 COPY CERTIFIED
  • FUNERAL FUNDER (PAYSLIPS 1 PRIOR TO DEATH)———X 1 COPY CERTIFIED
  • LETTER OF EMPLOYMENT——————————————- ORIGINAL
  • NOTICE OF DEATH FROM HOSPITAL —————————– X 1 COPY CERTIFIED 
  • DECLARATION BY POLICE (ACCIDENT)————————– ORIGINAL

Claiming when you have lost a Relative/Extended Family Member

You will need the following documents to have your claim processed quickly and without hassle:

  • POLICY MEMBERSHIP CERTIFICATE ——————————-ORIGINAL 
  • DEATH CERTIFICATE —————————————————- X 1 COPY + ORIGINAL
  • MORTUARY LETTER—————————————————— X 1 COPY + ORIGINAL
  • CLAIMANTS PASSPORT ————————————————- X 1 COPY CERTIFIED
  • DECEASED PASSPORT————————————————— X 1 COPY CERTIFIED
  • PAYSLIP 2 MONTHS PRIOR TO DEATH—————————– X 1 COPY CERTIFIED
  • FUNERAL FUNDER (PAYSLIPS 1 PELE HO LEFU)————— X 1 COPY CERTIFIED
  • LETTER OF EMPLOYMENT———————————————-ORIGINAL
  • NOTICE OF DEATH FROM HOSPITAL ——————————- X 1 COPY CERTIFIED
  • DECLARATION BY POLICE (ACCIDENT)————————— ORIGINAL

Maturity claims/ Loans & Surrender/ Premium Refund

If your policy has reached maturity and you are due a payout from Metropolitan Lesotho for any reason please bring the following with you to our offices:

  • Passport
  • Proof of payment (payslip)

Provident Fund: Group Scheme Policies

When your provident fund has reached maturity, it is time to enjoy your wisdom to invest in your future. To receive your payout either upon cancellation or when the policyholder reaches maturity age, please bring the following:

  • Passport
  • Proof of payment

To collect cash payments bring your:

  • Policy number
  • Proof of identification

To instate data correction for any of your policies:

  • Proof of identification

Register beneficiaries

Certified Identification of policyholder

Certified Identification of those to be put in the policy

*to add and remove beneficiaries policy owner must write a letter to this effect

Reinstate lapsed policies you will need:

The amount of money owed on the lapsed policy

*redating allows you to pay one month’s premium but the policy maturation date will be adjusted accordingly.

Request duplicate contracts you will require :

Certified Identification of policy holder

M85.00 to pay for lost policy

Non-investment contracts

  • Certified Identification of policy holder is required to receive services regarding your non-investment contracts
  • Re-print is free

Investment Contracts

You will be required to bring your policy number and proof of identification to receive service regarding your Investment Contracts

  • Re-printing an investment contract that is within 1 year period is done for free
  • Re-printing an investment contract that has surpassed 1 year, a penalty fee of M85.00 is chargeable
  • Issuing of paid out policies requires proof of identification of all people covered under the policy.
  1. Service Model
  • Walk-in Clients
  • Telephone
  • Fax-to mail facility
  1. Turnaround time of claims made

It is normally within 24 hours, but in some cases external assessment is required following which the turnaround time may extend beyond the 24 hour period.

  1. General inquires/ complaints
  • Mis Selling: False or inaccurate information given to client about the policy cover
  • Failure to receive policy contracts yet client has been paying premiums

In such a case you would request a duplicate contract.