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.

Clients can contact our office on 22222100 and ask for Membership Consultants

  • 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.

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.

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.

Health Risk Management

  • Tel: +266 2222 2180
  • Cell: +266 6396 7332

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

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.

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.     

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.

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.

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.

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.

Visit the nearest Client Service office with your identification and request to be onboarded for Paperless/Tobetsa.

Call our toll-free number 80022300.

You do not qualify for withdrawals if existing loan debt exceeds the gross value of available withdrawals for the current year.

Go to the nearest Client service office with your identity document, proof of premium payments and cancellation.

You are advised to go to the nearest branch to discuss available options depending on the policy duration to avoid possible lapse.

Certified copy of policy holder and new beneficiary’s identity documents, beneficiary nomination form will be issued upon request.

We offer 20% cashback of premium every two years if no death claim was admitted.

You will only get accumulated funds upon termination, not contributions.

If there was a premium deduction after policy termination.

  • 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.

Turnaround time is 24 to 48 hrs.

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.

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

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

Premiums reflect in the policy within 3 – 5 working days.

Payment reference is your policy number.

It takes two to three months for a policy to lapse depending on the type of product/ policy you have with Metropolitan.

Yes, reinstatements are allowed on funeral and investments policies.

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.

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.

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 .

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.

  • 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. 

Previous Employer

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

Employer/Broker/Metropolitan 22222100

You are allowed to update beneficiaries annually and whenever there is a life changing event (i.e., Marriage, Death and Birth).

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)

48hrs for Funeral, 15 working days for disability and 21 for terminal.

You can refer to your benefit statement or request latest benefit estimation from Metropolitan.

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We value your privacy.
All your info will be kept safe.