Getting The Runaround On Employee/employer Insurance Policies

Location: SC/TN

Hello all,

I decided to check my MetLife account for the first time in a few years (I pay into a few policies but have never needed them). I noticed I’m missing supplemental Life ($1M policy) and another disability policy. I’ve been paying into these policies for two ish years now - checked all my paystubs from 2024 to now.

I contacted MetLife to see why they weren’t shown on my account and was given the runaround. I spoke to about six agents in technical and customer service departments that all said it’s not active and on my internal profile they don’t even see those two policies being paid for.

I completed a statement of health 2 years ago confirming I was fine for the supplemental Life. They had mailed me a letter saying they suspect me or someone with a similar name of having a dui. I took a screenshot, sent it back saying nope wrong person, and called 60 days later to confirm that was all taken care of to which they said yes I’m good to go.

Never checked MetLife until a few days ago. All six agents pointed me to my benefits rep. Benefits rep is outsourced and utterly useless saying I needed to contact MetLife.

I emailed some higher up directors in my office on the benefits team that also said everything was handled properly on their side and to call back MetLife (which produces another 30 minute phone call for them to say yeah no we don’t see those two policies as active).

What’s the best way to handle this? I plan on using one of the two policies for my surgery later this year since it meets criteria for paying out but between that one and supplemental life, MetLife is saying nope never heard of those policies.

As a side note, I also pinged my HR rep on Teams and she said that’s out of HR scope and to contact the benefits reps (redirected back to them).

Do I need to report MetLife to a board? Do I send a certified letter to corporate outlining me paying into those policies? How do I get someone knowledgeable to contact me from their company?