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Claim Process

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

At MetLife, we’re passionate about 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.

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. 

For claims under an individual policy, please notify us of your intention to claim by phoning 1300 555 625 or emailing us on auservices@metlife.com.

Ongoing support & guidance

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

Fair assessment & decisions

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

Responsibility & accountability

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

Knowledge & experience

Our assessors are highly trained and experienced in claims

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.

This website contains general information only, which does not take into account your personal financial situation, objectives or needs. Before deciding whether to acquire, or continuing to hold, any of our products, please seek appropriate independent financial advice to assess whether it is suitable for you. You should also consider the relevant Product Disclosure Statement, available upon request by calling 1300 555 625, before making any decision. Life insurance products are issued by MetLife Insurance Limited ABN 75 004 274 882, AFSL 238096.

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