MetLife Australia is a leading provider of life insurance solutions, offering a range of products designed to protect individuals and their families against unexpected events. Navigating the insurance claims process can sometimes feel overwhelming, but MetLife aims to make it as straightforward and supportive as possible. Here, we will explore the steps involved in applying for a claim, how to check the status of your claim, and the various options available to policyholders when it comes to claims.
Applying for a Claim with MetLife
If you need to make a claim with MetLife, the process begins by notifying them of your intention to claim. This can typically be done online through their website, via email, or by phone. You will need to provide some basic information about yourself and your policy, as well as details about the event or condition prompting the claim. MetLife’s dedicated claims team will then guide you through the next steps, which may include submitting supporting documentation such as medical reports, proof of identity, and any other relevant information. Throughout the process, MetLife strives to offer clear instructions and compassionate support to ensure you understand what is required and what to expect.
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Your MetLife claim starts with a phone call
Contact your employer, superannuation fund, broker or financial adviser as soon as possible to notify them of your situation. They can guide you on what you may be eligible to claim for and send you any relevant forms to get your claim started.
If you have any questions about the claims process at MetLife, get in touch with one of our friendly Customer Experience Consultants.
You can also ask us to call you.
If you are deaf, or have a hearing or speech impairment you can use the National Relay Service to contact MetLife Australia.
Claims enquiries
1300 555 625
9am to 5pm AEST
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Tell us about your claim
We use a claim form to capture important personal, medical and financial information that will help us understand your situation and how we can best help you. The more detailed and accurate information you provide, the easier it will be for us to assess your claim.
Your support network (employer, super fund, broker or financial adviser) will help you gather the required information to submit your claim to MetLife.
You may also nominate a representative to communicate with us on your behalf, such as a lawyer, financial adviser, financial planner, interpreter, or family member.
Important documents
Throughout your claim form we may ask you for:
- financial information to help us understand your benefit entitlements
- medical information to help us assess your claim and support your recovery
- personal details such as proof of identity to help us administer your claim
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Submit your claim
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Your dedicated Case Manager will be in touch
Once MetLife receives your claim, your MetLife Case Manager will contact you within 15 working days directly, or through your super fund, broker or financial adviser, to provide an overview of the claim process and what to expect, including timeframes.
Where appropriate, we’ll liaise with your doctor or specialists to collect relevant information about your health to support your claim.
We may also discuss short-term health and recovery assistance while we assess your claim.
Important note: In some circumstances, you may only deal directly with your super fund, broker or financial adviser. When you make your claim, we or your super fund, broker or adviser will let you know. Rest assured you will still be allocated a dedicated MetLife Case Manager who will assess your claim and liaise with your support network throughout your claim.
Your dedicated contact
When your claim has been submitted (by your super fund, broker or adviser) to MetLife, you’ll be assigned a dedicated Case Manager.
They’re supported by a team of recovery specialists who are available to support your claim and recovery in a way that’s appropriate for you.
Your Case Manager will coordinate your claim throughout the entire process, so you’ll always deal with someone who knows your story and keeps you up to date.
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You’ll be advised of the outcome as soon as possible
Your Case Manager (or your super fund, broker or adviser) will stay in contact throughout the assessment process and notify you of the outcome of your claim.
There are many regulations governing claims and the release of benefits through your super which require us to collect comprehensive information, including medical evidence, which can be a lengthy process. Typically, the more information you can provide early in the process, the easier it will be for us to help you.
When we have all of the information we need to make a decision, we’ll advise you and/or your super fund, broker or adviser of the decision within 15 working days and explain the reasons for our decision.
If you hold your insurance through super, we will communicate our decision to your fund trustee. By law, your fund trustee needs to review our assessment of your claim to ensure all claim decisions are fair and reasonable.
If there’s a delay in assessing your claim, or, we’re unable to accept your claim, we’ll explain why so you can provide additional information, make a complaint or appeal the decision.
Claims assessment
The length of time it takes to assess your claim depends on:
- The complexity of the claim
- The amount of information we need to review
- How quickly we’re provided with the information we need
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Receiving your benefit
Checking the Status of Your Claim
Once you have submitted your claim, it is natural to want updates on its progress. MetLife allows policyholders to check the status of their claim in several ways. You can log in to your account on the MetLife website to view updates and track the progress of your claim. Alternatively, you can reach out to the claims team directly via phone or email for more personalized assistance. MetLife is committed to transparency and aims to keep you informed at every stage of the claims process, providing timely updates and answering any questions you may have.
Options for Claims
MetLife offers a variety of claim options depending on the type of insurance policy you hold. These may include life insurance, total and permanent disability (TPD) insurance, income protection, and trauma insurance. Each type of claim has its own specific requirements and benefits. For instance, a life insurance claim is typically made by the beneficiary in the event of the policyholder’s death, while an income protection claim may be made if the policyholder is unable to work due to illness or injury. MetLife provides guidance on which forms to complete and what documentation is needed for each type of claim, ensuring you have the support you need to navigate the process smoothly.
Life Insurance: When a death claim is accepted, the relevant beneficiaries will be notified as soon as possible and arrangements for payment will be made.
TPD: If your claim has been accepted, we’ll arrange for payment to be made.
Trauma: If your claim is successful, we'll calculate your benefit based on the terms and conditions of your policy. You'll receive benefit payments as a one-off lump sum.
Income Protection: After the waiting period has finished, and assuming the policy requirements are met, we can start to pay your benefit (monthly in arrears).
You'll receive a payment letter outlining the payment amount and the payment date. Your benefit should be received direct to your account within 3 business days from the payment date.
For the duration of your claim, we’ll inform you of any ongoing information we need to assess your ongoing eligibility for benefits. We’ll only request information that’s relevant to the assessment of the claim.
We're here to support your recovery
We understand that every claimant will have different needs. Where appropriate, your Case Manager will work closely with our Recovery Team to understand your goals and put together a recovery plan that’s right for you.
Supporting your recovery at work
Research has shown that recovering from illness or injury in a supportive workplace has positive health benefits. That’s why we’ll work closely with your family, health professionals and your employer to support your transition back to work – ensuring your needs are at the forefront throughout the process.
MetLife are signatories to the Royal Australasian College of Physicians (RACP) Consensus Statement on the Health Benefits of Work, which gives us access to the latest evidence, current practices and innovation – so we can better support you in a way that’s relevant to your personal situation.
If your cover is inside super, we will make the payment to your super account. This means you will need to meet a condition of release (under superannuation law) to withdraw the benefit we paid you. Please contact your super fund for more details accessing funds in your super account.
If the cover is held in super, the fund trustee will notify all relevant beneficiaries and consider the information provided to determine how the payment will be distributed, according to superannuation law. Each super fund can provide more information about this process.
In summary, MetLife Australia is dedicated to making the claims process as simple and stress-free as possible. By offering multiple ways to apply for a claim, easy access to claim status updates, and a range of claim options tailored to different needs, MetLife demonstrates its commitment to supporting policyholders during challenging times. For more detailed information or to begin the claims process, you can visit their official website at www.metlife.com.au.
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