RESPONSE TO THE SYDNEY MORNING HERALD
SYDNEY April 18, 2017
You will appreciate that, as a responsible company, MetLife is not able to discuss the specifics of individual cases. However, we can confirm that we did receive a claim with respect to Mr Watts. The claim decision was reviewed by both an internal panel, as well as an external independent Claims Review Committee, and the decision to decline the claim was upheld at each review.
In Total and Permanent Disability (TPD) claims, the insurer's role is not to diagnose physical or psychological conditions. Instead, it is to determine whether a claimant is unable to ever work again in any suitable occupation.
Surveillance is rarely used and only when there are inconsistencies in the information received during the assessment process. MetLife no longer uses surveillance in the assessment of claims related to mental illness.
Our responsibility as an insurer is to ensure our claims process is balanced and fair and we are committed to paying all genuine and legitimate claims.