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Coronavirus (COVID-19)

You’re focused on health and well-being – for your customers, your employees and yourselves. So are we. We want you to know that we’re here for you and operationally prepared to handle all customer questions and service all claims in a timely manner.

What MetLife is doing for our Intermediaries and Customers

MetLife has launched a comprehensive approach to streamline our business practices for our business partners & customers and provide additional support during this period.

  • All of our staff are working remotely. Considering this, we will not be issuing payments via cheque. All payments will be issued via wire transfer, until further notice. To ensure that we offer the prompt service you expect of us, please submit your bank details along with your payout request. For any further questions you can contact us.
  • For all new business and renewals, we are permitting customers to submit documents electronically in scanned format, where not required by local regulators.
  • We continue to develop and distribute a broad spectrum of health & wellness communications and frequently asked questions documents, that can be used by our brokers and customers.
  • We have developed a digital library of employee onboarding communications to help facilitate a “virtual” onboarding experience.
  • We have activated our customer teams to support unique requests specific to onboarding, ID cards, myMetLife and eServices.

Coronavirus (COVID-19) Preparedness for MetLife Customers

MetLife has launched a comprehensive approach to assess business readiness across all critical functions and markets through the lens of a global pandemic. This includes a review of a number of areas including operational readiness, employee mobility, infrastructure resiliency and information security.

  • MetLife remains committed to ensuring our customers get the service they expect and the timely handling of claims. To achieve this, we are:
    As necessary; activating our business continuity planning to assess readiness throughout the enterprise.
  • Conducting a review of end to end plans and interdependencies.
  • Stress testing critical processes and systems including information technology and security.
  • Determining alternate solutions for all critical processes, including resources and technology. 
  • Testing employee mobility and connectivity by enacting elements of our business continuity plan in a controlled environment.
  • Scenario planning for a high number of resources being out due to illness and counter-measures and supplemental staffing should this situation arise.

Additionally, MetLife is prepared to handle a shift to a remote workforce with the majority of our team already equipped to work remotely and securely.

In the event you have any questions please contact your MetLife employee benefits representative. As updates become available, we will share them going forward. 

Information about your Policy
Medical Collapsed Expanded

We are currently not applying the epidemic or pandemic exclusion for treatment associated with Coronavirus (COVID-19). We are currently covering diagnostic testing, healthcare services, and admission leading up to the diagnosis of Coronavirus (COVID-19) and for care following the diagnosis of Coronavirus (COVID-19) per the policy terms, conditions, and limits*. Each government or health authority may have different guidelines regarding the measures, treatment or the diagnostic testing of Coronavirus (COVID-19). Therefore, insured members should follow the guidance of the local health authorities.

*All terms and conditions of the policies will apply in relation to eligibility, benefits, limits and everything else.

Should there be any change to our current position or based on regulator guidance or otherwise, we will update you at that time.

Life and Disability Collapsed Expanded

With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our group life, accident, and disability policies do not contain any exclusions for pandemics and therefore, all death and or disabilities claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy – subject to existing exclusions in each product’s terms & conditions.  

Accident and Health (A&H) Collapsed Expanded

With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our individual A&H policies do not contain any exclusions for pandemics and therefore, all individual A&H claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy – subject to existing exclusions in each product’s terms & conditions.  

Individual Life, Savings and Investments Collapsed Expanded

With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our Individual Life, Savings and Investments policies do not contain any exclusions for pandemics and therefore, all Individual Life, Savings and Investments

claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy - subject to existing exclusions in each product’s terms & conditions.

In the event you have any questions please contact your MetLife representative. As updates become available, we will share them going forward. 

Customer Information
Inquiries and servicing requests (surrender, maturity, policy changes) Collapsed Expanded

 

Due to Coronavirus (COVID-19), the contact centre will operate daily from 8 am to 7 pm (UAE time) –If you need support outside of these hours please feel free to use the self service options available on our website  https://www.mymetlife.net/ or download our mobile app. 

Payments Collapsed Expanded

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

  • ePayment: Simply login to our self-service portal https://www.mymetlife.net/. In case you don’t remember your login password, please click on the reset password link on the main page or contact our customer service.
  • Wire transfer: Pay your premium as a one-off payment or as a standing order via wire transfer directly to the American Life Insurance Company (MetLife) bank account, details here.
Medical claims Collapsed Expanded
  • Members can submit their claim documents on our mobile application “myMetLife Gulf Middle East” which can be downloaded on iOS or android, or through our self-service portal https://www.mymetlife.net/.
Life claims: Collapsed Expanded
Complaints Collapsed Expanded

Email communication should be sent via your registered email address with MetLife.

With your health and well-being in mind, our offices are closed for walk-in customers, until further notice. We encourage that you use our fully optimized online channels to handle your requests.

Coronavirus (COVID-19) FAQ
What is Coronavirus (COVID-19)? Collapsed Expanded

As per the WHO Coronavirus (COVID-19) is the infectious disease caused by the most recently discovered Coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.

What are the Symptoms of Coronavirus (COVID-19)? Collapsed Expanded

The most common symptoms of Coronavirus (COVID-19) are:

  • Fever
  • Tiredness
  • Dry cough
  • Shortness of breath and difficulty breathing (in severe cases) 

People with fever, cough, and difficulty breathing should seek medical attention.
The Centers for Disease Control & Prevention (CDC) believes at this time that symptoms of Coronavirus (COVID-19) may appear in as few as two days or as long as 14 days after exposure.

Useful information links:

Who can I contact in the local government for more information? Collapsed Expanded

Please refer to the below contact information for UAE and Gulf countries:

UAE:
Istijaba – Department of Health: 8001717
Ministry of Health & Prevention: 80011111
Dubai Health Authority (DHA): 800342

Qatar: 
Ministry of Public Health call center: 16000

Bahrain: 
Ministry of Health call center: 444

Kuwait:
Ministry of Health call center: 151

Oman:
Ministry of Health call center: 2444 1999

Where can I find reliable information about Coronavirus (COVID-19)? Collapsed Expanded

We recommend official and vetted resources such as the World Health Organization (WHO) and local governmental sources:

UAE:
Dubai – Dubai Health Authority (DHA) www.dha.gov.ae
Abu Dhabi – Department of Health (DoH) www.doh.gov.ae 

Other countries in the Gulf:
Bahrain – Ministry of Health www.moh.gov.bh
Kuwait – Ministry of Health www.moh.gov.kw | https://corona.e.gov.kw
Oman – Ministry of Health www.moh.gov.om
Qatar – Ministry of Public Health www.moph.gov.qa

Other useful websites: 
World Health Organization (WHO) www.who.int
Centers for Disease Control and Prevention (CDC) www.cdc.gov 

Where Can I find information about current travel restrictions? Collapsed Expanded

Please refer to the IATA Travel Centre for the latest updates on travel restrictions at https://www.iata.org/ and your Local Government Authority. 

What if I suspect I am infected with Coronavirus (COVID-19) or have been in contact with someone who has tested positive? Collapsed Expanded

Members with symptoms should visit a medical facility within their network or contact their local health authorities at the numbers provided above. The Doctor will assess and decide if the member needs to be tested for Coronavirus (COVID-19) as per protocols established by the local regulator.

As the situation is continuously changing, we advise you to check regularly the links provided above for updated information from your local government. 

What is the list of hospitals or clinics I can visit should I have Coronavirus (COVID-19) symptoms? Collapsed Expanded

A member with symptoms can contact or visit any hospital within their network or contact their local health authority at the numbers provided above. The treating Doctor will assess and decide if the member needs to be tested for Coronavirus (COVID-19) as per the protocols established by the local regulator.

I want to do the test to make sure I do not have Coronavirus (COVID-19)? Collapsed Expanded

The decision to test for Coronavirus (COVID-19) lies with the treating physician and the guidance of the local health regulator. Members are advised to visit their local health authority website or call the contact numbers above for more information.

How much does it cost within the network - outside the network for the test? Collapsed Expanded

Currently, most government authorities are providing the tests at no cost, and please note that charges may be incurred for doctor visits, screenings, additional labs, and those could incur a charge under the policy terms conditions and limits. 

What is the isolation process? Collapsed Expanded

The governmental and private hospitals are equipped with isolation rooms; however, the admission will be based on evaluation of government and clinical guidelines. 

What is MetLife’s Business Continuity Plan in the event of a lockdown, or multiple staff quarantined? Collapsed Expanded

MetLife has launched a comprehensive approach to assess business readiness across all critical functions, and this includes operational readiness, employee mobility, infrastructure resiliency, and information security. We remain committed to ensuring our customers get the service they expect and the timely handling of claims. 

To achieve this, we are:

  • Activating our business continuity planning to assess readiness throughout the enterprise
  • Conducting a review of end to end plans and interdependencies
  • Stress testing critical processes and systems including information technology and security
  • Determining alternate solutions for all critical processes, including resources and technology
  • Testing employee mobility and connectivity by enacting elements of our business continuity plan in a controlled environment
  • Scenario planning for a high number of resources being out due to illness and countermeasures and supplemental staffing should this situation arise

Additionally, MetLife is prepared to handle a shift to a remote workforce, with the majority of our team already equipped to work remotely and securely.

Educational Content for your Employees

We have also created an employer toolkit for you, where you can find educational materials for your employees in one place.

What is in the COVID-19 Employer Toolkit?

  • Flyers, that you can deploy onsite (or on your online channels)
  • Emailer content, that you can use to share information about the situation with your employees via email, or via any other channel that is used in your organization for internal communication.

Please see below a list of the resources available:

Coronavirus – COVID19 Collapsed Expanded

-Employer Flyer 1: (can be used by employer to distribute onsite or via online channels or email)

Flyer Subject: Coronavirus: Myths vs. Facts – download here.

-Employer Flyer 2: (can be used by employer to distribute onsite or via online channels or email)

Flyer Subject: How does the Coronavirus spread? – download here.

-Employer Flyer 3: (can be used by employer to distribute onsite or via online channels or email)

Flyer Subject: Coronavirus - How to protect yourself? –download here.

-Employer Flyer 4: (can be used by employer to distribute onsite or via online channels or email)

Flyer Subject: Should I wear a mask? – download here.

-Emailer: (can be used by employer to distribute to employees via email)

Emailer Subject: Novel Coronavirus: what you should know  – download here.

-Employer piece 5: (can be used by employer to distribute onsite or via online channels or email)

Flyer Subject: How to keep a healthy weight while working from home  – download here.

Emailer Subject: How to keep a healthy weight while working from home  – download here.

MetLife’s Business Continuity Plan in response to Coronavirus (COVID-19)

Preparing for such outbreaks requires structured pre-planning, leveraging internal and external expertise, and coordinated action by all segments of the business, globally.

MetLife has a comprehensive Crisis Management framework consisting of three distinct levels with teams set up to respond to incidents on a Country, Regional, and Global level.

MetLife’s Infectious Disease response plans are embedded in the global crisis management framework and define country, regional, or global actions to support our customers, protect our employees, and continue operations. A dedicated internal Communicable Disease Working Group supported by pandemic response experts from International SOS on a Global and Regional level act as a steering group for the various local Crisis Management Teams to ensure consistency in approach, proper practice implementation, and global alignment in response.

Activities are undertaken by teams getting ready for any potential activation:

Preparedness: Activities that ensure preparedness, including pro-active communication, confirmation of roles and responsibilities, and technical and system preparedness.

Monitoring and updates: Global and regional monitoring to provide continuous situational awareness to ensure the earliest warning possible to teams and activation is in line with the spread of the disease.

Response and containment testing: Conduct ongoing pre-testing of business continuity setups across the organization, including technical system and IT readiness confirmations and dedicated readiness exercises for respective Crisis Management Teams.

Activities undertaken by our activated teams comprise of: 

  • A business travel reduction with guidance to ensure full organizational capability balanced against health considerations of our employees.
  • Activation of our Business Continuity plans across the region with a focus on ensuring service provisions for highly affected countries. Our plans are a mixture of enabling our employees to work from home, splitting critical teams, and increase distancing between employees to reduce any potential direct effects.
  • Increase in customer communication to provide reassurance to existing clients, sharing of fact sheets to increase balanced awareness to reduce anxiety, and support our customer base in higher affected countries through additional country-specific actions.
  • Implementation of strategies to increase employee and office space hygiene. A combination of briefings, posters, email advice, distribution of hand sanitizers, masks, and increased cleaning intensity.
  • Up to date information sharing amongst our employees via a dedicated microsite containing up to date information for governmental and non-governmental health advisory bodies, travel advice, and latest information on the virus form our health partner, International SOS.
  • Continuous pre-planned adjustment of MetLife’s IT operating environment to ensure enough bandwidth is available and sufficient corporate system access points for all key functions.
  • We are introducing work from home initiatives in higher affected countries supported by our digital platforms, communication tools, and integrated system access options.

Next Steps

MetLife continues to monitor the situation regarding the spread of the Coronavirus. MetLife takes its customer responsibilities very seriously, and is committed to ensuring our customers are at the center of our operations

Sources:

1 https://www.who.int/emergencies/diseases/novel-coronavirus-2019
2 IATA https://www.iatatravelcentre.com/international-travel-document-news/1580226297.htm
3 MetLife USA https://www.metlife.com/COVID-19_US_Customer/?utm_source=LINKEDIN_COMPANY&utm_medium=metlife&utm_ campaign=Brand+Marketing