Lodging your claim
We know making a claim can be overwhelming, but we’re here to help make it easier for you.
Find the right steps for you
If you're lodging an Income Protection (IP) claim, stay here. For Total and Permanent Disablement (TPD) or Terminal Illness (TI), click your claim type.
Access your claim
If you need help, contact us at MetLife on 1800 221 599 (Mon-Fri, 9am–5pm AEST, excluding national public holidays).
1. Complete the Online Claim Lodgement form
On the dashboard, click your claim number (e.g. 123456) to open your claim. This is where you’ll find all the information and steps to complete your claim.
Then, select the Claim Lodgement form linked in Actions required by you.
The Lodgement Form will ask you to provide:
- Medical details - On the condition you’re claiming for
- Treating Doctor details - Details of your treating practitioners
- Employer details - Employer contact details and employment history
- Declaration - Acknowledgement and signature on the Privacy Policy
- Authority - Acknowledgement and signature to release and receive personal information
Lodging a Total Permanent Disablement (TPD) or Terminal Illness (TI) claim?
Find the right steps for you in our TPD Claim or TI Claim guides.
Verify your identity
To progress your claim, you will also need to verify your identity by providing:
- 2 forms of ID with your full name (your name must match on both)
- At least 1 of these must be Government-issued* (e.g. Drivers license or Australian passport)
If you provide an ImmiCard and/or Marriage Certificate, you will need to provide additional IDs to meet the criteria.
*Check the portal, inside Digital Verification Document, for a list of the approved documents.
Before submitting, carefully check your responses and the information you’ve provided. You won’t be able to make any changes to the form after submitting.
Helpful tip: Providing detailed information can help us speed up the process and do a thorough assessment
We will only ask you for essential information to progress your claim.
2. Upload supporting documents
After completing your Claim Lodgement form, there may be certain documents you’ll need to provide so we can progress your Income Protection claim.
Check if you need to upload documents by clicking the Provide supporting documents option in Actions required by you inside of your claim.
Adding additional documents
You can also add additional documents to support your claim. More information can help our teams process your claims faster.
To upload additional documents:
- Go to Provide Supporting Documents inside of your claim.
- Use the Add Other Document button in the top-right corner.
- Open the Document Type dropdown to select the type of documents you want to upload.
- Add a description for each document.
- Either drag your document(s) into the Add File box or click on Add File to upload your document(s).
- After all files are loaded, click on Create Document to finish this step.
Helpful Tip: View uploaded files in the Provide Supporting Documents section.
Next steps
Using the details provided in your Claim Lodgement form, and with your authority, we will contact your treating doctor and employer on your behalf, so you don't need to.
We will ask them to:
- Complete the online Medical Statement
- Complete the online Employer Statement.
After we receive these documents, we’ll assign a dedicated case manager to your claim. They will contact you regarding any further requirements and information.
Check your claim’s status anytime on your MetLife Insurance Portal dashboard or read our guide to claims language, which breaks down the key terms we use.
We're here to help you through every step of your claim.
If you need support, you can call us on 1800 221 599 or email auclaims@metlife.com with your claim number in the subject line.
Guide to claims language
Navigating claims and the way we talk about claims can be overwhelming. Here’s a simple breakdown to guide you through the terms you may come across.
Lodging claims
Your lodgement hasn’t been completed, so your claim hasn’t been submitted to us for assessment yet. When you’re ready, fill out the Claim lodgement and upload the supporting documents to progress your claim.
We need some documents from you, your doctor or employer before we can move your claim along.
If we're waiting for documents from you, you can submit the required documents in the Providing Supporting Documents tab with any other relevant information.
If we're waiting for documents from your employer or doctor there is nothing you need to do right now, we will follow this up with them.
Assessing claims
Your lodgement form, supporting documents, and medical and employer statements have been successfully submitted for review. A dedicated case manager will soon be in touch to guide you through the process.
Your claim is being carefully assessed by your dedicated case manager. Once this is complete, the decision will be communicated to you by your reference case manager or Superannuation Fund (Trustee).
Your Superannuation Fund Trustee is carefully reviewing your claim, and you can expect a decision within 15 working days. We understand this is an important moment for you, and we will update you as soon as a decision has been reached.
Approved (TPD & TI Claim) & Approved Ongoing (IP Claim) means that both MetLife and your Superannuation Fund/Administrator (Trustee) have recognised your needs and agreed to approve your claim.
Support available to you now
You and your family members have access to our comprehensive health and wellbeing services at any time.