FAQ's

Value Added Tax (or VAT) is a tax on the sale of most goods and services. The UAE and Saudi Arabia have confirmed that VAT will be implemented on 1 January 2018, whilst the other Gulf Cooperation Council (GCC) countries will follow soon after (Bahrain, Qatar, Kuwait and Oman).
VAT is an indirect tax. An indirect tax is a tax which is collected from customers by businesses (e.g. MetLife) and is passed on to the government. This tax will be used by the government to pay for public services- hospitals, schools etc.

The default VAT rate will be the standard rate of 5%. Some goods and services will be subject to VAT at 0%, and others will be exempt from VAT or outside the scope of VAT altogether.

A VAT registered business will charge and add VAT to the value of goods and services provided to customers.  The VAT is collected by the business and paid to the Tax Authorities.

For new policies issued after 1 January 2018, if the product is subject to VAT, the premium payment will be subject to an additional 5%. This VAT will be paid by MetLife to the tax authorities.

The UAE Tax Authorities have yet to announce what exact insurance products will be subject to VAT, although we understand that life insurance will not be subject to VAT (i.e. VAT exempt), but non- life insurance will be subject to VAT at 5%. 

If your policy will be subject to VAT (i.e. non-life policies), we will send to you a follow-up communication with the details of the new premium.

We do not expect VAT to affect the entitlements under your plan.

Yes, if VAT was charged on the premium and you have paid the VAT amount, we will refund the premium and VAT. However, no VAT will be refunded if there was no VAT charged on the initial premium.

If you as an individual move out of the UAE but within the GCC, VAT will still apply. If however you move outside the GCC subject to providing proof of change in address, as well as other proof which may be stipulated by the Tax Authorities, no VAT will be charged on your policy.

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 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.

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