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Claims Philosophy

Delivering on our promise and looking after customers when it matters most

Our business is about delivering on our promise. If you need to make a claim, the last thing you need to deal with is an obstructive and confusing process. We strive to be the most caring and easiest to deal with life insurer in Australia – and claim time is our moment of truth.

Our claims team will deal with you with empathy, while managing your claim efficiently – so you receive your benefits as soon as possible.

To help us provide the best claim experience, we’ve put high standards in place for our claims teams and work hard to meet them every time.

Here’s how we commit to dealing with your claim:

We are committed to delivering on our contractual promise in our policy. We aim to be fair and to use common sense in ensuring that we honour the spirit of the policy– and explain our decision to you in language that’s easy to understand.

We’ll also protect the interests of all our customers by not paying claims which are not covered under the policy, so we can keep insurance cover as affordable and accessible as possible.


We deal with every claim in as timely a manner as possible, so you’re not kept waiting for a decision.

We work towards the following standard timelines and continue to deliver a market leading service:

  • Up to 10 business days for initial assessment and to explain the claims process (after receiving your claim).
  • Progress updates — at least every 20 business days.
  • Claim decision — up to 10 business days of getting all the information we need.

This can sometimes take longer depending on when you or your doctor send through information, or the timeframes agreed between us and our commercial partners (like superannuation funds). 


We treat every customer as an individual. That means being sensitive to the fact that you are experiencing a difficult time.

It’s about providing the easiest and most compassionate claims experience we can, whether that means helping with information or with filling in a form – or dealing sympathetically with a concern or complaint.

Lifestyle Support

We believe that being healthy and able to earn a living through work are important to our customers’ overall wellbeing. So we provide rehabilitation services to help you recover to wellness and good health.


We take our customers' privacy very seriously and have robust processes in place to protect it at all times.

Read our Privacy Policy.

Feedback & Complaints

We try to get it right every time — and we have Quality Assurance and Customer Relations teams in place, to continually monitor your feedback and improve the service we provide.

If you have a complaint, we’ll deal with it immediately. If we do not resolve the complain to your satisfaction, you may contact the MetLife internal dispute resolution officer by writing to GPO Box 3319, Sydney, NSW 2001, to make sure your matter is reviewed and resolved in a fair and impartial way. If you are still dissatisfied, you may contact the Financial Ombudsman Service on 1800 367 287.

Life Industry Code of Practice

In addition to these promises, we also follow the industry standards set out in the Life Industry Code of Practice (Code), which sets out specific service standards, turnaround times and complaint handling processes. The standards set out in the Code are the minimum requirements for life insurers, and we seek to exceed them as far as possible.

This website contains general information only, which does not take into account your personal financial situation, objectives or needs. Before deciding whether to acquire, or continuing to hold, any of our products, please seek appropriate independent financial advice to assess whether it is suitable for you. You should also consider the relevant Product Disclosure Statement, available upon request by calling 1300 555 625, before making any decision. Life insurance products are issued by MetLife Insurance Limited ABN 75 004 274 882, AFSL 238096.

By accessing this website you agree to comply with MetLife's Legal Notices