MetLife focused on seamless claims excellence for customers

MetLife Australia is tackling claims processing to deliver exceptional customer care with streamlined processes, better communications and specialist training.

MetLife Australia, Chief Operating Officer, Olivia Sarah-Le Lacheur, said, “At the heart of insurance is delivering what a member needs at the moment they need it. We all know that claim time is the moment of truth. Members should be confident that their claim will be paid promptly, and that their super fund and insurer are there to support them financially, as well as help improve their overall health and wellbeing.”

Recent independent research commissioned by the Council of Australian Life Insurers (CALI) found that 92% of people are satisfied with the services they received from their life insurer and more than two-thirds (62%) of people say they have confidence that their insurance inside super meets their needs. These positive figures demonstrate the value of life insurance to super fund members, with claims being a critical moment in a member’s insurance journey. Equally encouraging for super funds and their members is the fact that on average the industry accepts and pays 95.9% of all claims, with $5.3bn being paid to more than 53,000 super fund members in 2023.

At MetLife the customer feedback loop is enabled by technology and embedded in the business, fuelling improvements to pay claims faster, and communicate better in clear, plain, everyday language.

Better communications

Increased personalisation and clearer communications with members have made the claims process easier. Uncertainty around how long it will take and what is involved are the pain points that erode trust and which MetLife has taken steps to actively manage. At MetLife, members have the option to choose how they receive communications and are provided with the contact details of their claims manager to support them throughout the process. This ensures members can have confidence that their claims will be paid in a timely manner and their questions are appropriately addressed without multiple, repeat conversations.

Claims processing

MetLife has invested significantly to speed up claims processing. Streamlining processes and using technology to automate parts of the process both makes claims acceptance quicker and frees up people to provide the personal care members need. Additionally, MetLife’s doctor portal makes it faster and easier for medical reports to be submitted to finalise a claim. Engaging with super fund partners to encourage members to lodge claims as early as possible has contributed to making it smoother and faster to access services.

MetLife achieves an 85% return to work rate during the waiting period and has the fastest referral to rehabilitation services in the industry (90 days versus 237 days) with early intervention initiatives¹.

Specialist training

MetLife’s customer service representatives are properly trained to handle sensitive situations, including supporting members with complex conditions. Specialist training means that MetLife people are able to take time to listen and support members who need extra care. MetLife uses a human centred communications approach through which customer service representatives seek to understand the member, their preferences and factors affecting their overall wellbeing. Looking beyond just the cause of claim helps MetLife understand the whole person and provide more personalised care. In addition, MetLife employees are equipped to protect their own mental health and have access to the support they need.

Reference

1. Swiss Re Rehabilitation Watch 2022

MetLife Insurance Limited (MetLife), an affiliate of MetLife, Inc., is a specialist provider of life insurance to superannuation trustees, employers and financial advisers in Australia. MetLife has expertise in designing holistic insurance solutions to meet the needs of its customer groups, which includes the award winning 360Health program. MetLife has been providing life insurance products in Australia since 2005. For more information, visit metlife.com.au. 

MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates (“MetLife”), is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help individual and institutional customers build a more confident future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Asia, Latin America, Europe and the Middle East. For more information, visit metlife.com.