Integrity
We will treat customers with honesty, respect and compassion in every interaction.
Supporting customers when life takes an unexpected turn
Making the next steps clearer through guidance, understanding and care.
Our claims philosophy
When a customer makes a claim, they can expect care, understanding and respect from the start. We’ll guide them through each step with clear communication, fair decisions and practical support, so they can focus on their health, recovery and life beyond their claim.
Timeliness
We will progress claims promptly, with care and without unnecessary delays.
Fairness
We will assess claims fairly, with consistency and clarity from start to finish.
Transparency
We will keep customers informed, so they know what to expect at every stage of the claims process.
Support
We will support customers' health, recovery and wellbeing through access to 360Health services.
Our Claims teams
Customers who make a claim are supported by a dedicated Case Manager who helps guide them through the claims process from start to finish. Our Case Managers are specially trained, including in mental health claims and complex medical conditions, and are supported by a team of experts, including medical professionals. Together, they understand the day-to-day challenges many customers face when dealing with an injury or illness and provide guidance, clear communication and support throughout the claim process.
See how this support helped Mrs M during their breast cancer claim.
2025 Claims Performance
Behind every claim paid is a person or family navigating life after illness, injury or loss. Our support helped customers and their families keep paying bills, look after loved ones and focus on what comes next.
$686 Million
paid in claims during 2025.
7,428 customers
and their families supported.
A closer look at our 2025 claims
Top causes of claims
- Cancer 23%
- External Causes 17%
- Musculoskeletal 13%
- Mental Health Condition 13%
- Circulatory System 11%
- Other 23%
- 30% Cancer
- 20% Mental Health Condition
- 13% Musculoskeletal
- 12% External Causes
- 7% Nervous System
- 18% Other
Past performance is not indicative of future performance and claims paid in future will depend on the eligibility of each claim.
Our guide to making a claim
Our Claims Guide provides clear, step-by-step information to help customers understand the claims process, including:
- What the claims process includes
- What customers may be asked to provide
- How long each stage may take
- How customers are kept informed throughout their claim
Customer Feedback
My Case Manager has been extremely professional, provided information as requested and has been very responsive and helpful. Regardless of the outcome of my claim, I have been fairly treated and treated in a respectful manner.
MetLife reached out early and encouraged me to take part in programs with their external health providers. I undertook cognitive training and physical therapy, which helped me better manage my changing health and take positive steps forward. I don't think I would be where I am now without that support.
Support & Resources
Extra support is available
If customers need extra support during their claim, we can adjust how we communicate, request information and guide them through the process.
If a customer, or someone supporting them, is experiencing vulnerability, we can also help connect them with appropriate free services.
360HEALTH SUPPORT
Support for your recovery
Recovery Support helps customers navigate the impact of illness or injury with specialist support that focuses on wellbeing, recovery and, where appropriate, practical steps towards a return to work.
Helpful to know:
- Access depends on individual circumstances.
- Participation does not influence claim assessment.
CONTACT OUR CLAIMS TEAM
Get in touch
If you have questions or need support at any time, please don’t hesitate to reach out to us.
