FAQs
How do I join medical Aid?
You need to fill in Member Application form which is accessible on our website and email it back to membership@metropolitan.co.ls together with your identification and proof of income.
Who do I contact for support on your mobile App?
Clients can contact our office on 22222100 and ask for Membership Consultants
What does “waiting period” mean?
- This is regarded as a period during which you will be required to pay your normal monthly contributions, but you will not be entitled to any benefits from the scheme. What are the types of waiting periods:
- General waiting period of up to three months.
- Maternity waiting period of up to 9 months.
What is Health4Me medical Aid?
Health4Me is medical insurance which enables employer groups to offer cost-effective healthcare cover to their employees earning less than M10,000 per month. This health cover option is for absent employees suffering from a lack of quality healthcare and battling effects of physical and mental health conditions, as well as financial challenges that result in significant financial losses for companies.
What do hospital options cover?
Hospital options mainly cover the treatment costs if you are admitted to hospital such as ward costs, theatre fees, and accounts from other in-hospital providers such as anesthetists or radiologists.
Who do I contact for hospital authorization (emergency contacts)?
Health Risk Management
- Tel: +266 2222 2180
- Cell: +266 6396 7332
Criteria for gym incentive?
Gym is an exclusion; it is paid entirely by the member however as a way of promoting good health we pay an incentive to loyal members of the gym.
- Qualification: 1hr for 14days. 14 days starts from 15th of every month. Incentives differ according to options, access 150, standard 200, advanced 250, comprehensive 300
What is a medical savings account and how can I utilize them if my benefits have been depleted?
It is a contribution from your monthly premiums that is set aside to cater for any medical aid expenses or shortfall that may occur. Medical aid savings maybe carried forward every year or can be claimed at the end of every benefit year if not utilized.
How do I claim my medical aid savings?
Savings are claimed from 1stDecember- 31st January through HR for corporates or send direct email to HealthPremiumAdmin@metropolitan.co.ls. An administration fee of M50 will be incurred per claim.
How do I submit member refund claim and documents required?
Refund claims may be sent to Claims@metropolitan.co.ls, detailed invoice and a corresponding receipt. Or claim can be uploaded to Metropolitan Health App.
How do I add a dependent on my medical aid?
Amendment form which is obtainable at Metropolitan or any of our digital platforms need to be filled and emailed to membership@metropolitan.co.ls together with identity copy of dependent.
Can I change benefit options during the year?
Medical aid scheme will usually only allow you to change options once per year, with effect 01 January of that year.
Importance of KYC and required documents?
KYC (know your customer) is a mandatory process of verifying the identity and address of clients to prevent fraud and money laundering. It also assists the office to keep up to date data for clients and their beneficiaries.
- Required documents are: Certified copy of policy holder’s identification, certified copy of beneficiary’s identification, proof of income, proof of residential address.
Why do I have to renew my Annuity Membership every year?
Annuitants must renew their membership with Metropolitan annually to provide proof of life, avoid salary suspension, and to ensure that salaries are paid to correct owners.
How do I register for Tobetsa?
Visit the nearest Client Service office with your identification and request to be onboarded for Paperless/Tobetsa.
How do I transact via Tobetsa ?
Call our toll-free number 80022300.
Do I qualify for withdrawal if I still have existing loan debt?
You do not qualify for withdrawals if existing loan debt exceeds the gross value of available withdrawals for the current year.
Steps to follow when terminating/cancelling policy contract?
Go to the nearest Client service office with your identity document, proof of premium payments and cancellation.
What happens if I lose my income before maturity date?
You are advised to go to the nearest branch to discuss available options depending on the policy duration to avoid possible lapse.
What are the requirements for changing beneficiaries on my policy?
Certified copy of policy holder and new beneficiary’s identity documents, beneficiary nomination form will be issued upon request.
After how long do I qualify for Cash Back on Tseliseha funeral scheme?
We offer 20% cashback of premium every two years if no death claim was admitted.
Do I get my contributions back if I cancel my investment policy before maturity date?
You will only get accumulated funds upon termination, not contributions.
Under which circumstances do I qualify for a refund after policy termination?
If there was a premium deduction after policy termination.
What does paid-up (PUP)mean?
- Paid up means that the policy premiums are ceased, and the policy remains in force (active). However, some benefits are forfeited based on policy duration.
- Funeral policy gets paid up upon death and retirement of premium payer, if policy has 10+ years with all benefits, provided PUP option was opted on policy inception.
- Client can apply for paid up on investment policy when she/he is not able to pay monthly premiums, or the system will automatically apply paid up if policy has missed several premiums. Paid up will be applicable provided the policy has positive values, however some benefits will be forfeited.
What is your payment turnaround time after claiming both death, investments and retirement?
Turnaround time is 24 to 48 hrs.
Why does policy keep on deducting premiums after policy termination/ cancellation?
Policy will continue deducting premiums if:
- CDAS was not settled for Civil servants Stop Order upon policy termination.
- If the office did not issue Stop Order cancellation letter to client upon termination to submit it to the Employer who is on manual stop order.
How do I get my policy annual statement?
Annual statements are emailed to clients, posted to their postal address, or clients can request them at the nearest branch. They can also be requested via WhatsApp on 62800300 or by email on info@metropolitan.co.ls .
Which modes of payments can I use to pay for my monthly premiums?
- Cash: Mpesa /EcoCash / EFT/ Chaperone / Smartel
- Stop Order
- Bank Debit Order
Steps to follow when paying premiums with Mpesa/Ecocash/C-pay/ Smartel
ECOCASH
- Dial *199#
- Enter your pin
- Select 5—insurance
- Select 6— Metropolitan
- Select Product type-
- Funeral
- Investment
- Loan
- Enter policy number
- Amount
MPESA
- dial *200#
- select 1
- select 5
- select 5—insurance
- select 2—Metropolitan
- Policy Number
- Amount
After how long do premiums reflect in the policy after paying with Mpesa/ Ecocash?
Premiums reflect in the policy within 3 – 5 working days.
How do I reference payment when paying premiums electronically?
Payment reference is your policy number.
After how long do policy lapse due to premium debt?
It takes two to three months for a policy to lapse depending on the type of product/ policy you have with Metropolitan.
Can I reinstate the lapsed policy?
Yes, reinstatements are allowed on funeral and investments policies.
Can I change debit order deduction date?
Yes, you can, you must sign new debit order form and provide your certified copy of identification. BDO form can be requested at nearest branch, via info@metropolitan.co.ls or WhatsApp # 62800300.
Why did my deduction stop unexpectedly (debit order or stop order)?
Deductions may stop due to various reasons, such as affordability or other technical issues. Metropolitan works to identify and rectify these issues, but it’s crucial for clients to regularly monitor their deductions and report any discrepancies immediately.
How do I change my method of payment?
Visit the nearest Metropolitan Branch with your identification document and proof of income for preferred mode of payment for assistance. You can also email such request to info@metropolitan.co.ls .
What confirmation of payment will I get if my method of payment is BDO (Bank Debit Order) or S/O (Stop order)?
A month after deductions have been made from the client account/pay slip, the client will receive an SMS from Metropolitan Lesotho. The client will receive this notification before the following deduction is made.
What happens if I missed monthly premium?
- BDO (Bank Debit Order): If a premium is missed and payment method is debit order, then the system will double deduct the premium at the next billing date.
- S/O (Stop Order): In the case of missed the premiums, the client can use other alternative methods of payment.
- CASH: Double payment can be made in the next month. It is also important to pay premiums in advance.
Can my employer claim their contribution towards my pension/retirement?
Section 33 of the Pension Fund act- subsection 19 specifies allowable deductions that can be claimed from both the Employer and Employee Contributions.
Who do I contact to follow up my retirement claim?
Previous Employer
What processes should I follow when: resigning, retiring or being dismissed?
You must fill in withdrawal or retirement claim form, which is accessible to employers, it should be signed by both the Employer and Employee, stamped, attach supporting documents and Employer sent documents to Metropolitan for assessment and processing of claim
Who do I contact for my benefit statement?
Employer/Broker/Metropolitan 22222100
Can I change my beneficiaries anytime during the year?
You are allowed to update beneficiaries annually and whenever there is a life changing event (i.e., Marriage, Death and Birth).
Which documents do I need for risk claim?
Form of the particular benefit and below supporting documents:
- Filled claim form
- Identity cards or passports
- Proof of relationship to member (for death and funeral claims)
- Bank confirmation(s)
How long does it take for me to get my monies after claiming?
48hrs for Funeral, 15 working days for disability and 21 for terminal.
What is my current pension/retirement balance?
You can refer to your benefit statement or request latest benefit estimation from Metropolitan.
