CLAIMS
Helping someone through a claim
If you’re helping someone make a claim, we’re here to provide guidance, tips, and reassurance as you navigate the process.
Illness, injury, or loss of life can result in needing to make a claim.
While the process itself is straightforward, the experience can be overwhelming. Having someone there can make a real difference, but it's important you care for yourself as you support someone else.
What to expect
The person you’re supporting might need help understanding their policy, handling administration tasks, or simply someone to talk to. Their needs will vary from person to person and can change from day to day. This could include:
Practical support
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Offer to help them fill out digital claims forms.
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Help gather information they’ll need for their claim, such as Member ID and employer and doctor contact details.
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Go along to appointments or meetings; it can be reassuring just to have
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For more on how to get started, read our guide to making a claim.
Ongoing support
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Take notes and ask questions during claim calls to help keep things clear.
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Read through policy documents together or reach out for clarification if needed.
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If they need extra support, use the Third Party Authority form so you can handle the claim on their behalf.
Emotional support
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Offer a calm, steady presence, as they may just need someone to talk to.
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Gently check in from time to time and be open to listening.
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Lighten the load in everyday ways. Cooking a meal, picking up groceries, or joining them for a walk can mean a lot.
What you may need to do
Making a claim on someone’s behalf
You’ll first need to fill out a Third Party Authority form with their consent. Their superannuation fund can help guide you through this.
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You’ll then need to gather their Member ID and treating practitioner details, then contact us or their superannuation fund to understand their policy and start the claim.
Notify of a loss
If someone close to you dies and you need to make a claim, please reach out to their superannuation fund.
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They can check if a life insurance policy is in place, support with the release of super, and help you with the next steps at this difficult time.
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You can also use the Australian Death Notification Service to notify multiple institutions at once.
If you have questions or need support at any time, please don’t hesitate to reach out to us on 1800 221 599 or email us at auclaims@metlife.com.
METLIFE 360HEALTH
Access health and wellbeing services
Seeing someone we care for in pain or under financial stress can be difficult mentally and emotionally. Our 360Health wellbeing program is available to MetLife policy holders and their families* at no extra cost, offering virtual services such as mental health support to help you through this challenging time.
Accessible resources
Translating and Interpreting Service
If English isn’t your first language, this free translating and interpreting service is available to support you.
National Relay Service
If you’re deaf, hard of hearing or have a speech impairment, you can contact us through this service, at no cost to you.
1800Respect
This is a free and confidential support service available 24/7 for those experiencing family or domestic violence.
Grief Australia
If you need support with grief or loss, Grief Australia offers counselling and resources to help you understand your experience and find ways to cope.
Care for everyone
There are many reasons you may need additional support, such as disability, domestic violence, language barriers, or difficulty accessing documents.
Other guides available for you
If you’re off work dealing with illness or injury and unsure what to do next, we’re here to help you explore your options.
Discover the resources available while you’re on claim to help you recover and return to work.
To find out more about MetLife Australia's approach to claims, see MetLife's Claims Philosophy.
References
1. The term 'family' consists of your partner, children, parents, and parents-in-law.