FAQ's

1- Please send your request to the below email ID from your registered email ID along with a valid ID copy and policy contract CustomerService.Gulf@metlife.com

2- The policy will be cancelled as per the terms and conditions of your policy

For any additional clarification you may contact our MetLife local customer service number of your policy country:

To help you manage your policy online, we have created myMetLife

To register, all you have to do is:

• Click here to go to the login page
• Select "new user"
• Click on “You have not received your password?”
• Fill in the verification details correctly and click on “submit”
• Follow the myMetLife registration steps provided on your screen

Tip: When you are prompted to put in your email address, we recommend that you choose an email address which is main stream such as Hotmail, Yahoo, and Gmail. Other domains may have strict filter settings that block incoming mail or identify it as spam/junk.

What happens next?

You will receive an email including a temporary password to complete your registration on myMetLife.

Once you receive the password

• Click here to go back to the login page and select “new user” then “continue.”
• Enter your policy number and the temporary password provided to you and click “continue”

You’re almost there…

We recommend you change your temporary password. Passwords must be between 8-13 characters, begin and end with an alphabetic character and contain at least two numeric characters. E.g. A12metlifeb

Lastly, you will be asked to provide a secret question and answer.

Done!

Once the registration process is complete, you will be redirected to your account where you can view your policy details, pay premium, etc.

Your email may have a strict filter setting that may be blocking incoming mail or identifying it as spam. Check your spam/junk folder and if you still can’t find your email and temporary password, call 800 MetLife (800 638 5433).

Other ways to contact us.

We have listed some of the most common forms below.

Change of Address Form

Declaration & Undertaking Regarding a Lost Policy Form English or Arabic

Policy Loan Request Form

Policy Partial Maturity and Release Form

Policy Maturity and Release Form English or Arabic

Policy Partial Surrender and Release Form

Policy Surrender and Release Request

Add supplementary benefits: Request for addition of Recovery Benefit Plan Rider

Request for Policy Change - Life (Change of Name, Beneficiary, Method of premium payment)

Request for Policy Change - Personal Accident (Change of Name, Beneficiary, Method of premium payment) English or Arabic

Transfer funds: Request for Transfers Between Sub accounts

Update your signature: Specimen of Signature

Tip: You will need Adobe Acrobat Reader to view the certificate.

What’s next?

Submit the original completed form to any of our offices or mail it directly to:

Customer Service Department, MetLife
P.O. Box 371916
Dubai, UAE

Once we have received all required documents, your request will be processed in 10 to 15 business days.

If you aren’t sure what documents or other requirements you need, feel free to call us on 800 MetLife (638 5433) Sunday through Thursday from 8:30am to 7:00pm UAE time (except on public holidays)

If you are using an international courier service / registered mail, we recommend that you provide us with an airway bill number to enable us to confirm receipt of your documents.

Your premium payments can be made conveniently using any of the following methods:

Wire Transfer

Our bank details are below:

Once the transfer is complete, please send a copy of the transfer slip to customerservices.gulf@metlife.com . Don’t forget to provide the policy number for the premium payment! We will send you a copy of your receipt. 

Direct Debit (Credit Card)

You can visit one of our agencies to set up a credit card standing order. Click here to view the agency nearest you.

Online Payment (Visa or Mastercard)

Login to myMetLife and select the “pay premium” option. For more details on Online Payment Steps, click here.

Local Cheque

Cheques can be presented to any of our offices.
Cheques should be made out to “American Life Insurance Company”.

Things to keep in mind

• Always save a copy of your receipt for future references 
• Only make payments to an authorized MetLife representative

Premium Collection

Contact your MetLife representative or agency to set up the premium collection.

Or you can always call our Customer Service Department on 800 MetLife (638 5433) Sunday through Thursday from 8:30am to 7:00pm UAE time (except on public holidays).

Things to keep in mind

• Always save a copy of your receipt for future references 
• Only make payments to an authorized MetLife representative

Not to worry…

Get a free financial check up with one of our advisors to help you identify where you want to be and what you need to do to get there.

Our need based approach will help you identify your life insurance needs and potential gaps in your financial planning and depending on your target goal and the length of your accumulation period, we can help you tailor make the most optimal solution. Contact us for your free financial check up today!

Thanks, but, I want to figure it out on my own…

Sure! Visit our Life Insurance page on our website and see what plan suits your needs.

Still not sure?

Call us on 800 MetLife (638 5433) or simply fill out our Contact us form online and someone will get in touch with you within 2-3 business days.

No. MetLife shares periodical communication via email, SMS and post. If you aren’t receiving any updates on your policy(ies), we may not have your updated contact information.

To ensure you get regular notifications on your policy(ies), update your address and contact details by:

• Logging into myMetlife and select “amend details” to update your address and contact details

Or:

• Complete and submit the original Change of Address Form at any of our offices

To register on eServices all you need is your policy and certificate numbers. You can find this information on your medical card.

All you have to do is:

• Visit eServices desktop or mobile app
• Click on "new user", select “insured member” and click on “register”
• Enter your policy number, certificate number and date of birth. Click on “submit”.
• Click “register” and enter the email you wish to use as your user ID
• Click on “register”

What happens next?

You will receive an email including a temporary password to complete your registration on e-Services.

Once you receive this email, Click here to go back to the login page and enter your user ID and temporary password.

You’re almost there…

We recommend you change your temporary password. Passwords must be between 8-13 characters, begin and end with an alphabetic character and contain at least two numeric characters.

Lastly, you will be asked to provide a secret question and answer.

Done!

Once the registration process is complete, you will be redirected to your account where you can view your policy details.

Your email may have a strict filter setting that may be blocking incoming mail or identifying it as spam. Check your spam/junk folder and if you still can’t find your email and temporary password, contact us.

We have contracts with over 1,400 Medical Providers in the Gulf and over 3,200 facilities in India. Locate the medical provider nearest you by clicking here.

Surgery usually requires a pre-approval. If you are using a doctor within our network, your medical provider will typically do this for you.

If the medical provider is not in our network, you or somebody from your family can send us an email at Approval.Submission@metlife.ae with a copy of the doctor’s report.

Outpatient:

A patient who is not hospitalized overnight but who visits a hospital, clinic, or associated facility for diagnosis or treatment.

In-Patient:

An insured who is registered as a bed patient in a hospital and incurs daily room and board charges.

You can submit through eServices desktop or mobile app.

Once you login, all you need to do is:

• Complete the online claim form
• Upload your supporting documents
• Submit the online claim form

It's as simple as that!

If you are working offsite and do not have access to the internet, please contact your HR department to submit the claim.

If you want to benefit from this settlement option, we encourage you to update your bank details on eServices desktop or mobile app. We will then reimburse all of your future claims via wire transfer.

To update your bank account details you may follow these simple steps:

• Login to your eServices account
• Click on “profile” at the top right hand of the page
• Select “edit bank details” from the left panel
• Choose ‘wire transfer’ as your reimbursement method

Tip: To guarantee the receipt of the funds please ensure you mention the complete and accurate details of your personal bank account.

MetLife will reimburse you for the claimed expenses according to coinsurance, deductible, geographical scope and reasonable & customary basis that can be found in your policy provisions. For more details on your coverage provisions please login to eServices desktop or mobile app and view your ‘Table of Benefits’.

Did you know that if you go within the network of approved medical providers, you will benefit from:

• Direct Payment Facility – Only pay your deductible and MetLife covers the rest
• No claim forms to fill, no documents to collect
• Pre-approvals are arranged by the network medical provider
• Treatment is covered at 100% within the Network*

You may also have received a lesser amount because you visited a hospital/clinic outside our network of approved providers. We recommend you visit any hospital or clinic in our network. Locate the medical provider nearest you by clicking here.

A co-pay or deductible is a fixed amount you pay for a health care service, like a doctor’s appointment. The set amount is mentioned on your medical card. You should not be charged the “co-pay” for follow-up visits within 7 days from your initial consultation.

Obtaining an insurance certificate is a ‘one minute’ job. All you have to do is:

• Login to eServices, desktop or mobile app
• Select “services”
• Click on “certificates”
• Select the certificate you need
• Click on “submit”

Once you submit your request, you will have the option to print the PDF file.

Tip: You will need Adobe Acrobat Reader to view the certificate.

To print a temporary medical card, follow these simple steps:

• Login to eServices desktop or mobile app
• Select “services”
• Click on “certificates”
• Select “medical replacement card”
• Click on submit and download the file

You will then be able to print your temporary card.

What happens next?

We will issue a new card, which will be sent to your employer in 5-7 business days.

To help fight against tax evasion and protect the integrity of tax systems a new information-gathering and reporting requirement for financial institutions in participating countries is in place and referred to as the Common Reporting Standard (CRS). For the complete list of participating countries, please refer to the OECD website.

Under the CRS, tax authorities require financial institutions such as MetLife to collect and report certain information relating to their customers’ tax status.

If you invest in new financial products or if we observe a change in our customer’s circumstances in some way, we are required to validate a number of details about our customers. This process is referred to as “self-certification” and we are required to collect this information under the CRS.

Please contact a professional tax/legal advisor or check the OECD website for more information on how to determine your tax residency, as MetLife is not at liberty to disclose tax advice.

Ideally, the information needs to be provided once. An updated form shall be required in case of change in customer information and where this may indicate a change in tax residency status. Customers are encouraged to update MetLife records accordingly. In addition, MetLife may ask for updated information as and when deemed necessary.

For individuals, tax residence typically refers to any jurisdiction where customers are liable to pay income taxes or have an obligation to file their tax returns. This can be determined by where the individual works or actually lives. However, there are other contributing factors that are based on each jurisdiction’s tax residency rules.

Even if you have already provided information under FATCA, you may still need to provide additional information under CRS, as FATCA is restricted to U.S. customers and CRS targets tax residents of participating jurisdictions.

For further information on your tax residency, please refer to the rules governing tax residence that have been published by each national tax authority. You can also find out more at the OECD Automatic Information Exchange portal.

CRS is a mandatory requirement. In case you do not want to provide the requested information, then we will not be able to proceed with your MetLife application.

Yes. All new customers will be subject to CRS documentation.

Yes, you will need to provide a separate CRS self-certification forms for each policy.

A secure way to pay your premium using your debit or your credit card no matter where you are in the world.

All you need to do is:

• Log into our secure customer portal "myMetLife" using your user ID and password
• Select the policy you want to pay and click on the “Pay Online” option (You will be redirected to a secure page for premium payment).
• Pay your premium using your Debit or Credit card

Once you complete the payment, you will receive:

• An online transaction confirmation message and a Transaction Reference Number
• An e-mail confirmation of the payment

It's as simple as that!

Don't have access to myMetLife? Get your access today! Just send us a request or speak to our Customer Service Representatives.
Click here to learn more about the services offered by myMetLife.

No more paper, no more snail mail and no need to remember to pay your premium! You can set up a ‘standing order’ where your payments will be automatically deducted from your account.

Pay your premiums as a one-off payment or as a regular standing order via wire transfer directly to our bank account using the following information:
 

Notes:

• The above is valid for policies issued in the UAE.  
• Varying exchange rates and provider transfer fees would need to be considered during payment to ensure that the correct premium is received in your policy account.

Proof of Transfer

Once the transfer is complete please send a copy of the transfer slip through this form: https://www.metlife.ae/who-we-are/contact-us/policyholders

Please select “inquiry” and complete the entire form (all fields must be complete). Please ensure that

• Under “product type” , you select “insurance purchased by you”
• Under  the drop down “my inquiry is related to” select “Premium”
• Under more details about your inquiry, select “other”
• Leave your comments and attach the transfer slip and click submit.

A traditionalist? There’s nothing wrong with walking into our office to pay your premium.

For cheque payments:

Pay directly at one of the MetLife's sales offices or through a MetLife Collector via:

• Crossed cheque in the name of “American Life Insurance Company”.

To avail the Collection Service, please call our Customer Service Representatives or email us on customerservices.gulf@metlife.com

_{Note: As of July 2017, USD cheques and USD demand drafts are no longer accepted as a mode of payment.}

For debit or credit card payments:

Walk in and pay directly at one of the MetLife sales offices with your Debit or Credit Card.

To find out where our offices are, please click here.

I’ve missed a payment. How do I reactivate my policy?

If you missed a payment and are worried about your policy being invalid contact us as soon as possible. In most cases, we can simply re-activate your plan with no loss of coverage.

Medical Claims:

All necessary claims documents are to be submitted within 90 days of the incurred date

Life Claims:

The claim should be submitted as soon as possible. Notification to be submitted within 10 calendar days of the incident occurring, and all claim documents must be submitted within 30 calendar days.

Medical claims:

Click on “I want to…” drop down on your policy card and select Submit a Claim option.

Alternatively, you can submit through eServices desktop or mobile app.

Once you login, all you need to do is: Complete the online claim form, upload your supporting documents & submit the online claim form, it's as simple as that! If you are working offsite and do not have access to the internet, please contact your HR department to submit the claim.

In case originals are required, you will be advised by us and the documents should be sent by registered mail to the Claims Department PO Box 371916, Dubai, UAE or by courier.

Life claims:

Click on CLAIMS drop down at the top right side of the screen and follow the steps to submit the claim.

In case originals are required, you will be advised by us and the documents should be sent by registered mail to the Claims Department PO Box 371916, Dubai, UAE or by courier.

Medical Claims:

Once you have submitted your claim, our Claims Team specialists will work on it as quickly as possible, and will keep you updated all the way through the process.

Life Claims:

Immediate acknowledgement will be sent, and initial screening will be completed in three days. The document will be fully examined, and a decision will be taken within 10 days.

Medical Claims:

You will get reimbursed straight to your bank account so it’s important that your details are to date: To update your bank account details you may follow these simple steps Login to your eServices account Click on “profile” at the top right hand of the page Select “edit bank details”, from the left panel choose ‘wire transfer’ as your reimbursement method Tip: To guarantee the receipt of the funds please ensure you mention the complete and accurate details of your personal bank account.

Life Claims

Fast, convenient and secure, our Electronic Fund Transfer service allows you to receive the benefit amount directly to your bank accounts. Make sure you update the required details in the claim form or provide the following details:

• Beneficiary Account Number (when applicable)
• Beneficiary Name (when applicable)
• Swift or IBAN code as per the central bank requirements of the country the funds are sent to. This information should be provided in the claim form during claim submission in the bank details section.

Medical Claims

• You will receive an acknowledgement email with your claims tracking number to your registered email.
• If the Claims documents are enough, the claim will be processed withing 10 working days. An Autogenerated email update will be sent out to your registered email. An SMS notification will be sent to your registered mobile number.
• If the claim documents are insufficient you will be notified via email with the Explanation of Benefits. A Follow-up Reminder Notification will be sent on 7, 15 & 30 days. You can also check the status of the claims by logging into the online portal/Mobile Application.

MetLife accepts soft copies & does not ask for originals. However, for certain claims we might request you to provide originals for audit purposes. Therefore, we request you to retain the originals until the claim is settled.

Please always access the Table of Benefits online before submitting your claim in case you are unsure about the medical insurance coverage for certain benefits.

For Out-Patient Treatment

• Duly completed claim form along with physician stamp and signature.
• Official receipt showing the attending physician’s detailed charges along with stamp and signature.
• Itemised pharmacy bill showing the date of purchase, name of patient, quantity and name of drugs along with the physician’s prescription.
• Official receipt showing charges for each of the lab tests, X-ray films and other examinations done and supported by the respective physician’s request to undergo examinations, and copies of the results of examinations undertaken.
• For physiotherapy claims - the claim form and referral letter must be from an orthopedic physician.

For In-Patient Treatment

• Itemized hospital bill supported by the official hospital receipt for the total amount paid.
• Official receipt showing attending physician’s or surgeon’s charges along with their stamp and signature.
• Detailed Hospital Discharge Report.

Life Claims:

• The claim documentation must be in English or Arabic.
• Original documents such as, Death Certificate, Succession Certificate, Police Report, Imaging Films may be returned
• Medical exams may be required for the disability or critical illness claims prior to claim decision. This will happened at the nearest possible location to the insured.