Everything we do is because of our customers and providing a great customer experience is fundamental to how we operate at MetLife. We strive to provide a great customer experience in every instance of your dealings with MetLife, whether it be on the phone, accessing policy information or a claims experience, we aim to always exceed expectations.
Managing Your Policy
Changes to your personal details, such as change of address or banking details, can generally be made by phone. Please contact our Customer Service Associates on 1300 555 625 for any further information
You can apply to increase your cover at any time. An increase to your sum insured may be subject to assessment by our underwriters and additional information regarding your health or financial position may be requested for assessment. Please contact our Customer Service Associates on 1300 555 625 for any further information
You may also choose to increase your cover with CPI (Consumer Price Index) on each anniversary of your policy. This is an effective way to ensure that your policy continues to cover you for a suitable level of cover.
- Addition of TPD Cover
- Addition of Trauma Cover
- Application to insure your spouse
- Addition of childcare cover
You can do this by completing and submitting the relevant application form.
Both the policy owner and the life insured/s (except for Child Cover) must sign the request to amend cover. The application may be subject to assessment by our underwriters and additional financial or health related information may be requested. Please contact our Customer Service Associates on 1300 555 625 for any further information.
Generally, you can transfer the ownership of the policy to another person or entity by completing a Memorandum of Transfer; however there are some restrictions related to policies held within the Superannuation system.
Please note that Stamp Duty may be applicable in some states and we recommend that you contact the Australian Taxation Office to confirm the current requirements applicable to your state.
Please contact our Customer Service Associates on 1300 555 625 for any further information.
After we accept your application for insurance, we will send you the policy document containing the terms and conditions of your insurance. You have a 30 day cooling off period and during this time you can cancel your policy by writing to us and returning the documents or by telephone as stated in the PDS. We will refund in full any premium you have paid.
If you wish to cancel your policy outside of the cooling off period, you need to write or phone us. Cancellations will be effective from the next premium due date and there will be no refund of premium (except where premiums have been paid six monthly or annually in advance). Please contact our Customer Service Associates on 1300 555 625 for any further information.
We have established a complaints resolution process. If you have any complaints concerning your policy, please call us on 1300 555 625. We will work with you to resolve your concerns. You may also write to us at:
Dispute Resolution Officer
MetLife Insurance Limited
Reply Paid 3319
GPO Box 3319
Sydney NSW 2001.
If you are not satisfied with our response, you can phone or write to the Financial Ombudsman Service to see if they are able to assit you.
Financial Ombudsman Service (FOS)
GPO Box 3
Ph 1300 780 808
Fx: 03 9613 6399
The Financial Ombudsman Service is an independent and impartial body.
To contact us, please select from the following options:
1300 555 625
(8am – 6pm EST Monday to Friday, excluding national public holidays)
(02) 9266 1111
GPO Box 3319
Sydney NSW 2001