Feedback & Complaints

We care about our customers.

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 help us capture, track and learn from the feedback we receive. By giving our customers the voice they deserve, we can make sure we can deliver on our goal of providing an exceptional experience for more of our customers.

If you'd like to make a complaint please enter your details below and we'll contact you to discuss your concerns.

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.

STEP 1: How to provide your feedback or lodge a complaint

You can provide your feedback or lodge a complaint by completing the form below.

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 fifteen 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

If you are not satisfied with a solution offered, you can have your complaint reviewed by the 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

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 disputes related to insurance held inside a superannuation product, you should contact the Superannuation Complaints Tribunal (SCT). The SCT can be contacted at:

Locked Bag 3060
MELBOURNE VIC 3001
Phone: 1300 884 114
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
Phone: 1800 367 287
Fax: 03 9613 6399

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