We believe in showing care and understanding to our customers at all times. That means listening and showing respect to what they have to say – even when it's something we don't like to hear.
To help us do this, we've put robust processes in place that helps us capture, track and learn from the feedback we receive. By giving our customers the voice they deserve, we can help ensure we deliver on our goal of providing an exceptional experience for more of our customers.
If you'd like to compliment one of our staff or provide feedback on how we can improve, we'd also love to hear from you.
If you'd like to make a complaint please enter your details below and we'll contact you to discuss your concerns.
You can provide your compliment, feedback or lodge a complaint by completing via our contact us form here
If you have a complaint, MetLife will work closely with you to address your concerns promptly, fairly and transparently. We aim to resolve the majority of complaints within 15 business days from the receipt of your complaint. In cases where your complaint will take longer to resolve, we will explain the reasons why and keep you updated progressively.
If you are not satisfied with a solution offered, you can have your complaint reviewed by a MetLife Dispute Resolution Officer. This free service allows you to access an independent review of your complaint. MetLife's internal review process aims to resolve your dispute within 45 calendar days of initial complaint lodgement.
If your insurance is held inside a superannuation product, the internal review process aims to resolve your dispute within 90 calendar days, which permits communication with your superannuation fund trustee as required by certain superannuation laws.
The MetLife Dispute Resolution Officer can be contacted at;
MetLife Insurance
GPO Box 3319
Sydney NSW 2001
Telephone: 1300 555 625
If you are not satisfied with MetLife's final response to your complaint, or the complaints process itself, you can contact the relevant industry dispute resolution service. Please note that before these services can investigate your complaint, they generally require you to have first provided MetLife with the opportunity to address your complaint.
If lodged before 1 November 2018
Time limits may apply to complain to the SCT or FOS and so you should act promptly or otherwise consult the SCT or FOS websites to find out if or when the time limit relevant to your circumstances expires.
For disputes related to insurance held inside a superannuation product, you should contact the Superannuation Complaints Tribunal (SCT). The SCT can be contacted at:
Superannuation Complaints Tribunal
Locked Bag 3060
MELBOURNE VIC 3001
Phone: 1300 884 114
Online: www.sct.gov.au
Email: info@sct.gov.au
For disputes related to life insurance products not held inside a superannuation product, you should contact the Financial Ombudsman Service (FOS). The FOS can be contacted at:
Financial Ombudsman Service
GPO Box 3 MELBOURNE VIC 3001
If lodged on or after 1 November 2018
Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.
For all disputes related to any life insurance product, you should contact the Australian Financial Complaints Authority (AFCA). AFCA can be contacted at:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001
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.
By accessing this website you agree to comply with MetLife's Legal Notices
