Feedback or Complaints

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.

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
Phone: 1800 931 678
Online: www.afca.org.au
Email: info@afca.org.au

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.