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Feedback or Complaints

We're here to guide you step-by-step through the complaints and dispute resolution process and to ensure we fully review your concerns, providing you with a fair outcome.

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.

Step-by-step guide to complaints or feedback
STEP 1: How to provide your compliment, feedback or lodge a complaint Collapsed Expanded

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.

STEP 2: Internal review of disputes Collapsed Expanded

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

STEP 3: External review of disputes Collapsed Expanded

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

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.