We are committed to delivering on our contractual promise in our policy. We aim to be fair and to use common sense – and explain our decision to you in language that’s easy to understand.
We deal with every claim as fast 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:
This can sometimes take longer depending on when you, your doctor or another party send through requested information. Our service delivery can be impacted by the timeliness of their response.
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 caring claims experience we can, whether that means helping with information or with filling in a form – or dealing sympathetically with a concern or complaint.
We believe that being healthy and able to earn a living through work are important to our customers’ overall wellbeing. So we provide Return to Health services to help you recover to wellness and good health.
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. And if we can’t sort it out straight away, you can access internal and external dispute resolution committees to make sure it’s reviewed and resolved in a fair and impartial way.
What’s more, if you don’t agree with a claim decision, we’ll conduct a fair and transparent internal review or we will assist you in obtaining an independent review by external bodies.
In addition to these promises, we also follow the industry standards set out in the Life Insurance 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.
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