Claim Process

We know this is a difficult time, so we’re committed to making the claim process as simple as possible for you.

This guide will help you through the process, and outline what you can expect when you make an insurance claim with MetLife.

Step 1

It all starts with a phone call

Contact your employer, superannuation fund, broker or financial adviser as soon as possible to notify them of your situation. They can guide you on what you may be eligible to claim for and send you any relevant forms to get your claim started.

If you have any questions about the claims process at MetLife, get in touch with one of our friendly Customer Experience Consultants.

You can also ask us to call you.

If you are deaf, or have a hearing or speech impairment you can use the National Relay Service to contact MetLife Australia.

Claims enquiries

1800 221 599

9am to 5pm AEST

Request a callback

Step 2

Tell us about your claim

We use a claim form to capture important personal, medical and financial information that will help us understand your situation and how we can best help you. The more detailed and accurate information you provide, the easier it will be for us to assess your claim.

Your support network (employer, super fund, broker or financial adviser) will help you gather the required information to submit your claim to MetLife.

You may also nominate a representative to communicate with us on your behalf, such as a lawyer, financial adviser, financial planner, interpreter, or family member.

Important documents

Throughout your claim form we may ask you for:

financial information to help us understand your benefit entitlements
medical information to help us assess your claim and support your recovery
personal details such as proof of identity to help us administer your claim

Step 3

Submit your claim

Once the required documents are completed, you, your representative, fund, broker or financial adviser can submit your claim to MetLife online (selected funds only), over the phone, by email or by post.

Step 4

Your dedicated Case Manager will be in touch

Once MetLife receives your claim, your MetLife Case Manager will contact you within 10 working days directly, or through your super fund, broker or financial adviser, to provide an overview of the claim process and what to expect, including timeframes.

Where appropriate, we’ll liaise with your doctor or specialists to collect relevant information about your health to support your claim. We may also discuss short-term health and recovery assistance while we assess your claim.

Important note: In some circumstances, you may only deal directly with your super fund, broker or financial adviser. When you make your claim, we or your super fund, broker or adviser will let you know. Rest assured you will still be allocated a dedicated MetLife Case Manager who will assess your claim and liaise with your support network throughout your claim.

Your dedicated contact

When your claim has been submitted (by your super fund, broker or adviser) to MetLife, you’ll be assigned a dedicated Case Manager.

They’re supported by a team of recovery specialists who are available to support your claim and recovery in a way that’s appropriate for you.

Your Case Manager will coordinate your claim throughout the entire process, so you’ll always deal with someone who knows your story and keeps you up to date.

Step 5

You’ll be advised of the outcome as soon as possible

Your Case Manager (or your super fund, broker or adviser) will stay in contact throughout the assessment process and notify you of the outcome of your claim.

There are many regulations governing claims and the release of benefits through your super which require us to collect comprehensive information, including medical evidence, which can be a lengthy process. Typically, the more information you can provide early in the process, the easier it will be for us to help you.

When we have all of the information we need to make a decision, we’ll advise you and/or your super fund, broker or adviser of the decision within 15 working days and explain the reasons for our decision.

If you hold your insurance through super, we will communicate our decision to your fund trustee. By law, your fund trustee needs to review our assessment of your claim to ensure all claim decisions are fair and reasonable.

If there’s a delay in assessing your claim, or, we’re unable to accept your claim, we’ll explain why so you can provide additional information, make a complaint or appeal the decision.

Claims assessment

The length of time it takes to assess your claim depends on:

the complexity of the claim
the amount of information we need to review
how quickly we’re provided with the information we need

Step 6

Receiving your benefit

Select your insurance claim type to understand how to receive your benefit.

Life Insurance

Total and Permanent Disability

Trauma

Income Protection

When a death claim is accepted, the relevant beneficiaries will be notified as soon as possible and arrangements for payment will be made.

If the cover is held in super, the fund trustee will notify all relevant beneficiaries and consider the information provided to determine how the payment will be distributed, according to superannuation law. Each super fund can provide more information about this process.

If your claim has been accepted, we’ll arrange for payment to be made.

If your cover is inside super, we will make the payment to your super account. This means you will need to meet a condition of release (under superannuation law) to withdraw the benefit we paid you. Please contact your super fund for more details accessing funds in your super account.

If your claim is successful, we'll calculate your benefit based on the terms and conditions of your policy. You'll receive benefit payments as a one-off lump sum.

After the waiting period has finished, and assuming the policy requirements are met, we can start to pay your benefit (monthly in arrears).

You'll receive a payment letter outlining the payment amount and the payment date. Your benefit should be received direct to your account within 3 business days from the payment date.

For the duration of your claim, we’ll inform you of any ongoing information we need to assess your ongoing eligibility for benefits. We’ll only request information that’s relevant to the assessment of the claim.

We're here to support your recovery

We understand that every claimant will have different needs. Where appropriate, your Case Manager will work closely with our Recovery Team to understand your goals and put together a recovery plan that’s right for you.

Supporting your recovery at work

Research has shown that recovering from illness or injury in a supportive workplace has positive health benefits. That’s why we’ll work closely with your family, health professionals and your employer to support your transition back to work – ensuring your needs are at the forefront throughout the process.

MetLife are signatories to the Royal Australasian College of Physicians (RACP) Consensus Statement on the Health Benefits of Work, which gives us access to the latest evidence, current practices and innovation – so we can better support you in a way that’s relevant to your personal situation.

Ongoing support & guidance

Our caring team guides our customers through the claim process, making sure they understand each step

Fair assessment & decisions

We assess claims quickly and efficiently, to deliver fair decisions as soon as possible

Responsibility & accountability

We take responsibility for making fair decisions, and ensure our staff share this vision

Knowledge & experience

Our Case Managers are highly trained and experienced in claims

Code of Practice

MetLife proudly adopts the Council of Australian Life Insurers Code of Practice, which outlines the time frames we must meet when managing claims, and the steps we must take to communicate with you if we are unable to.

The code also outlines how we can provide support to customers with special needs or in financial hardship.