Start your claim
- Lodge your claim
Step by step, we'll help you move forward
We’ll explain what to expect at each stage of your claim and keep you updated along the way.
Our claims guide
We'll guide you through each step of the claims process, with clear information, fair decisions and human support along the way.
Use the previous and next buttons or the carousel position buttons to review each claims process step. When the carousel content area has keyboard focus, use the Left and Right Arrow keys to move between positions. Use Home to move to the first position and End to move to the last position.
We assess your claim
- We start to assess your claim
- Your Case Manager
- If we need more information
- Why some claims take longer
- If an independent assessment is needed
Stay informed
- How we'll keep you updated
Claim outcome
- Your claim outcome
- Your payment
- Access 360Health
Income Protection claims
- Regular progress check-ins during your claim
- Recovery support after your claim is approved
Understand each step of your claim
Lodge your claim
When you start a claim, we’ll ask for details to help us understand what happened and how your illness or injury affects your daily life and work. This may include information about your illness or injury, doctor, employer and work history. You can use your own words and share what you know at the time.
Contact your employer, superannuation fund, broker or financial adviser as soon as possible to notify them of your situation. They can guide you on what you may be eligible to claim for and help get your claim started.
If you have any questions about the claims process at MetLife, get in touch with one of our friendly claims specialists. You can also ask us to call you.
If you are deaf, or have a hearing or speech impairment you can use the National Relay Service to contact MetLife Australia.
We start to assess your claim
We’ll review the information you give us, along with the terms of your cover. Every claim is different, so we’ll take the time to understand your situation.
Your Case Manager
Within 10 business days of lodging your claim, your Case Manager will contact you to introduce themselves, explain their role and take you through what happens next.
If we need more information
Sometimes we need more details before we can make a decision. This could come from you, your doctor, other health professionals, your employer or another relevant party. We’ll explain what we need and only ask for information that is relevant to your claim.
Why some claims take longer
Timing can vary, especially when we need information from others, such as a report from your doctor or details from another third party. If this happens, we'll keep you updated so you know how your claim is progressing.
If an independent assessment is needed
We’ll explain why an independent medical or employment assessment is needed, what’s involved and what to expect. The type and number of assessments will depend on your circumstances and what’s needed to fairly review your claim.
How we'll keep you updated
While your claim is being assessed, there may be times when you don’t hear from us, but we’ll still be working through your claim. This can include reviewing documents, following up with others and checking when information is due back.
We’ll contact you when there’s an update, if we need more information from you, or at least every 20 business days. If you have access to the MetLife Insurance Portal, you can log in anytime to check your claim progress.
Your claim outcome
Once we have all the required information, we’ll usually let you know the decision within 15 business days.
Your payment
If your claim is approved, we’ll let you know how and when payment will be made. Your Case Manager will explain what to expect, including timing and any details about ongoing payments.
Access 360Health
You and your family¹ can access 360Health services at no extra cost, including advice on mental health, nutrition, or fitness. Use these services to stay on top of your health, whether you’re on claim or improving your wellbeing.
Regular progress check-ins during your claim
We’ll check in to understand how your illness or injury is affecting your ability to work as your claim continues. Your Case Manager will take you through what updated medical and financial information we need, why we need it and what happens next. We do this so we can confirm you still meet the requirements for further payments.
Recovery support after your claim is approved
You can use MetLife 360Health for Recovery Support, including help with pain, cancer support programs, sleep, and structured activity or exercise-based support. Your Case Manager will work with you to plan the right next steps for your recovery, including support to help you take practical steps towards returning to work.
If you're thinking about making a claim
Before you start, it can help to check what cover you have in place, who to contact, and what information you may need to prepare. We explain policy details, waiting periods, claim documents, and the medical or employer information that may be needed.
Understand what you need to make a claim.
What we consider across every type of claim
Whatever type of claim you're lodging, we'll be clear, fair and consistent in how we assess it. This means:
Timely communication
We'll tell you early what information we need and why we need it.
Relevant information only
We'll only ask for information that is relevant to your claim.
Thorough consideration
We'll consider all available information before making a decision. We won't rely on just one piece of information.
Fair evaluation
If there is conflicting information, for example between your treating doctor and an independent assessor, we'll look carefully at why the views differ. We'll consider the quality, relevance and reasoning behind each opinion in the context of your claim, rather than automatically favouring one source over another.
Clear outcomes
If we're unable to accept your claim, we'll clearly explain which part of the definition has not been met and talk you through your review options.
Independent assessments
If we need an independent assessment, the type and number of assessments will be necessary and appropriate for your claim.
Helpful resources
Find clear guidance on claims decisions, complaints, privacy and the industry standards we follow, so you know what to expect and where to get support.
Understanding why a claim may not be approved
Some claims can't be paid because of policy terms, exclusions, eligibility rules or missing information. We'll assess your claim fairly, explain our decision clearly and guide you through your next steps.
Share feedback or make a complaint
If you make a complaint, we’ll work to resolve it as quickly as possible within the required time frames. If it can’t be resolved straight away, you can access internal and external dispute resolution options so your complaint can be reviewed fairly and independently.
Life Insurance Code of Practice
We follow the service standards set out in the Life Insurance Code of Practice (Code). The Code sets minimum standards for service, timeframes and complaints handling across the life insurance industry. We aim to meet these standards and, wherever possible, go beyond them to provide a better experience for you.
Your privacy matters
We know your personal information is important, and protecting it is a priority for us. When you make a claim, we collect, use and disclose your personal information only when needed to assess your claim. You can find more information in our Privacy Policy.
CONTACT OUR CLAIMS TEAM
We're here to support you
Whether you have questions about starting a claim, need help with an existing claim, or want to speak with a claims specialist, contact our team.
1 The term ‘family’ consists of your children, partner, parents, and parents-in-law, and only includes those residing in Australia or New Zealand.