Retail COVID-19 FAQs

No

Not for the COVID-19 virus, as it is not one of the conditions listed for this benefit. However, if the virus results in more severe medical conditions that are covered, you meet the definition for that condition and any other applicable policy terms, then you would be eligible to make a claim under your Trauma Cover.

In many circumstances, COVID-19 runs its normal course in approximately 14 days.  If you are illness and symptom free after 14 days and not Partially Disabled, then you will not meet the Excess Period (waiting period) under the MetLife Protect or MetLife Protect Super policy, and a benefit would not be paid.  If the virus persists past the Excess Period and you are unable to work at full capacity due to COVID-19, then you may be eligible to be paid a benefit under your Income Cover policy.

The current information available suggests most individuals who contract COVID-19 recover within 14 days and return to their normal activities. The long term health impacts or complications of COVID-19 remains unclear. If you have long term permanent health complications resulting from COVID-19 infection, then you may be eligible to make a claim under your TPD cover. If you have long term permanent health complications resulting from COVID-19 infection, then please contact us or your Adviser to discuss.

Yes. Provide & Care Extras under Income Cover pays up to 50% of your monthly benefit to a maximum of $5,000 per month for up to three months if you take unpaid carers leave to look after your child aged 2 to 16, under the Income Cover - Child Illness or Injury Benefit. The benefit becomes payable after the first 30 days of unpaid carer’s leave.

Yes. MetLife Protect and MetLife Protect Super provides worldwide insurance cover 24 hours a day. Travel will be excluded while government enforced travel bans are in place and for travel to countries rated DFAT level 3 and 4 (which was the case prior to the government enforced travel ban) once the ban is lifted.  Please be aware that travel arrangements are required to be disclosed as part of any application for new or increased cover.

If you lose your job, are stood down or have reduced working hours due to COVID-19, MetLife will assess your TPD claim using the applicable disability definition based on your working arrangements as at 11 March 2020 (when the World Health Organisation declared coronavirus to be a global pandemic), if you meet the following criteria:

• you were working in your normal capacity on 11 March 2020;
• you have had reduced working hours or lost your job due to COVID-19 since 11 March 2020;
• you become disabled as a result of an illness or injury between 11 March 2020 and 27 September 2020 inclusive;
• you have maintained your TPD cover at the time you become totally and permanently disabled; and
• you lodged your completed claim form on or before 1 January 2021.

If you remain employed and your salary has been temporarily reduced due to the economic impacts of COVID-19, MetLife will calculate your TPD benefit (in instances where the design of your TPD benefit is linked to your salary) using your salary as at  11 March 2020 (when the World Health Organisation declared coronavirus to be a global pandemic). All other policy terms and conditions will continue to apply.

Your client’s insurance will be cancelled if there are not enough funds in their superannuation account to cover the cost of their premiums. If they wish for their insurance to continue, they will need to make sure there are funds in their superannuation account to cover the cost of insurance premiums each month.

If their insurance is cancelled and they still remain a member of their super fund, there are options for them to reinstate their insurance. Please refer them to the Insurance Guide or the Product Disclosure Statement on their fund’s website for conditions relevant to their fund. 

Where can I find information on how to make a claim and the claims process?

Yes, we will honour existing claims which continue to meet your policy terms and conditions. Our teams are all working remotely and are still here to support you throughout your claim. During these challenging and unpredictable times, our first priority is to continue providing support, responsiveness and service to our customers, including paying claims.

We’re currently experiencing larger than usual volumes of claims and time frames may be longer than expected. But rest assured your dedicated claims manager we will be in contact within 10 business days of receiving your claim to guide you through the process.

MetLife has developed the following information centre to provide you and your clients with more clarity around the claims process here.

Yes, you may apply for cover. MetLife will defer the underwriting decision for at least three months until you have received a clean bill of health from your doctor confirming you are illness and symptom free, and have no ongoing respiratory complications.

MetLife will defer the underwriting decision until you have received a clean bill of health from your doctor confirming you are illness and symptom free, after a minimum 14-day period of self-isolation.