MetLife rolls out process, tool and training to support customers in crisis

MetLife Australia has launched a new Crisis Call Management process and tool, in partnership with SuperFriend, to further help its people to identify and refer customers with potential serious mental health issues so that they can benefit quickly from professional support.

Building on mental health training already rolled out across the organisation, the Crisis Call Management process provides customer-facing employees with an understanding of key risk factors so that they can identify such situations in order to refer the appropriate service to handle and respond professionally. The new online tool takes staff step by step through the process of managing a crisis call, and is supported with full training.

Commenting on the program, Chesne Stafford, Chief Customer and Marketing Officer, said: “We’ve taken a best practice approach to create a formal process that helps our team identify important triggers so that they can refer the matter to an appropriate external support service or emergency service for intervention. We are focused on the mental health of our customers and this is a another step in our journey to make sure they are supported.”

While crisis calls are rare, there’s never been a greater need for mental health support services, and the company believes strongly in training  its people on an annual basis supplemented by refreshers to ensure they have the confidence of knowing they have the right tools should the need arise.

Margo Lydon, CEO, SuperFriend, who recognises the MetLife Crisis Call Management process as best practice, said: “Frontline staff are in a valuable position to help vulnerable customers and this part of the job is not easy for them. This training and the tool makes the process easier, empowering staff to make a difference and giving them the confidence to deal with a crisis situation. We know that staff who have the tools and resources they need to look after customers, are happier, more satisfied and better able to do their jobs.”

Media Contact

Sarah Kelly                                                   

MetLife Australia                                   

+61 (0)411 893 890

About MetLife

MetLife Insurance Limited (MetLife), an affiliate of MetLife, Inc., is a specialist provider of life insurance to affinity partners, superannuation trustees and employers in Australia. MetLife has expertise in designing and executing direct insurance programs for partners’ customers and insurance solutions to meet the needs of specific member groups. MetLife has been a specialist provider of life risk insurance products in Australia since 2005. For more information, visit

MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates, is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East. For more information, visit