Frequently Asked Questions

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
• Change the premium allocation to other funds: Premium Allocation Form
• 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.ae . 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.

Cash Payment

To make a cash payment, visit one of our offices.

Please note there is a maximum USD 2,000 cash payment per policy.

Things to keep in mind

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

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.

The Foreign Account Tax Compliance Act (FATCA) is a US tax reporting and withholding law which applies to US taxpayers.

The law is designed to combat tax evasion by US citizens, and it requires all financial institutions including MetLife to conduct due diligence on customers and Partners

To comply with FATCA, MetLife operations must collect appropriate documentation and information from their customers and Partners to review indicators of US status and determine FATCA Compliance.

FATCA is applicable to ALL financial institutions around the world, regardless of the organization’s place of origin. From July 2014 onwards, no financial institution will be able to operate without complying with FATCA.

In addition, most of the GCC governments (Bahrain, Qatar, UAE and KSA) are in the process of signing Inter-Governmental Agreements (IGA) with the U.S. to allow the implementation of FATCA in all operating financial institutions in their countries.

In other words, no matter what company you use for your insurance services, the company will be subject to FATCA. At MetLife, we are committed to offering you our support and we will continue to update you on any FATCA developments and deadlines.

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 Inofrmation 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.