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Claim Process

A caring and compassionate claims process from a trusted global insurance provider

Our claims process
At MetLife, we’re committed to being there for our customers when they need us most, so we aim to pay every legitimate claim we receive quickly and with compassion and care.

We pride ourselves on delivering exceptional customer experiences and guiding customers through some of the most difficult moments in their lives.

So, we’ve created a process that puts the customers at its very heart – with claims handled expertly, sensitively and ethically.

We’re here to support you

In the event that you need to make a claim, we’ll make the process simple and seamless as possible.

Our approach is more than conducting a claims assessment. We tailor our approach to your specific needs and strive to acquire a comprehensive understanding of your lifestyle to establish any immediate and ongoing support.

Your own dedicated case manager will personally guide you throughout your claim. 

Need to make a claim?

For claims under a policy held by your superannuation fund or your employer, in order to make a claim you need to firstly contact your superannuation or employer fund to notify them of your claim and request a claim form.

Your employer or superfund will talk you through the next steps.

For claims on a policy obtained through your financial adviser, contact your adviser or you can notify Metlife directly.

Once MetLife has received your completed claim form and supporting documents, your Case Manager will contact you directly within 10 business days to explain what to expect during the process, including your anticipated time frames. 

Support & guidance
Ongoing support & guidance

Our caring team guides our customers through the claim process, making sure they understand each step

Fair assessment & decisions
Fair assessment & decisions

We assess claims quickly and efficiently, to deliver fair decisions as soon as possible

Responsibility & accountability
Responsibility & accountability

We take responsibility for making fair decisions, and ensure our staff share this vision

Knowledge & experience
Knowledge & experience

Our assessors are highly trained and experienced in claims

Individual policy claims

For claims under an individual policy, that is a policy not through your employer or super fund, please notify us of your intention to claim by phoning 1300 555 625 or emailing us on auservices@metlife.com

How else can we help you?

Need a form? Have a question? Or simply want to find out more about the benefits of MetLife insurance solutions.