Make a claim

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Making a claim for your insurance can be distressing at a time when you have a lot on your mind. So we’ve tried to make this process as easy as possible.

How to submit claims?

Below are check-lists providing the processes and documents required for each claim type. Just select the type of claim you need to make below to find which documents are required.

  • For Surgical, Accident Medical Reimbursement and/or Medical Expenses Coverage for Policies held through the employer:

    Sumit a claim through eServices desktop or mobile app by uploading the documents listed below.

    Checklist

    Required

    Documents

    Notes

    Yes

    Detailed medical report

    Signed by treating physician

    Yes

    Clinic / hospital bill

    -

    Yes

    Lab test relevant X-Rays / Echography / MRIs and reports

    Only related to this incident

    If applicable

    Emergency ambulance bill

    Original

    If applicable

    Police report

    Required if claim relates to an accident

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

     

     

  • For Accident Income or Weekly Income Coverage

    Forms to fill: 

     

    Checklist

    Required

    Documents

    Notes

    Yes

    Final Proof of Loss Claim Form (CL-2)

    To be provided:

    After the medical report at the end of the disability period or;

    If disability period is not to exceed 6 weeks

    Dates used in the form should reflect the actual period in question as it will not be possible under any circumstances to extend the disability period beyond this date

    Yes

    Detailed medical report

    Signed by you and treating physician and only if disability is to surpass 6 weeks

    Yes

    Employer’s Statement Claim Form (CL-3) English / Arabic

    Submitted at the end of the disability period

    Yes

    Copy of all relevant X-Rays and lab test reports

    Should reflect you name and date they were taken

    Yes

    Copy of attending Physician Statement (APS) or medical report

    Detailing the nature and date of the accident and completed and signed by treating physician

    If applicable

    Copy of school report

    If entitled to Student Tuition Benefit

    If applicable

    Copy of police report

    Required if claim relates to an accident

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

  • For In hospital income, Rock and/or Medcash (IHI & Surgical)

    Form to fill: Medical Reimbursement Claim Form (English) / (Arabic)

    Checklist

    Required

    Documents

    Notes

    Yes

    In-Patient Medical Reimbursement Claim Form (English) / (Arabic)

    Fully completed and signed by you, your employer (if applicable) and your physician/surgeon

    Yes

    Detailed medical report

    Signed by you and treating physician

    Yes

    Copy of attending Physician Statement (APS) or medical report

    Detailing the nature and date of the accident and Surgery and completed and signed by treating physician

    Yes

    Certified hospital bill or discharge summary

    To determine the number of days spent in the hospital

    If applicable

    Copy of police report

    Required if claim relates to an accident

    If applicable

    Copy of specific medical reports

    Documents should show your name and the date they were taken

    If this applies in your case, we will let you know

  • For Total Permanent Disability

    Forms to fill: 

    Claimant Statement (Form 321) and 

    Physician Statement (Form 322)

     

     

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Forms (Claimant & relevant Physician Statements)

    Fully completed and signed by you and your treating physician

    Yes

    Copy of all relevant X-Rays and lab test reports

    Should reflect you name and date they were taken

    Yes

    Copy of attending Physician Statement (APS) or medical report

    Detailing the nature and date of the accident and completed and signed by treating physician

    Yes

    Regular medical reports

    Providing status on the disability – if you are eligible for waved premium benefit

    If applicable

    Attending a medical examination or provide more details through a doctor or medical committee

    If this applies in your case, we will let you know

    If applicable

    Copy of police report

    Required if claim relates to an accident

     

     

  • For Recovery benefit plan / critical care coverage

    Form to fill: Recovery Benefit Plan Claim Form

    Checklist

    Required

    Documents

    Notes

    Yes

    Recovery Benefit Plan Claim Form

    Fully completed and signed by you, your employer (if applicable) and your physician/surgeon

    Yes

    Copy of attending Physician Statement (APS) or medical report

    Detailing the nature and date of the onset of the ailment as well as the history of risk factors and completed and signed by treating physician

    Yes

    Copy of medical report

    Detailing ailment or accident with dates it started / happened

    Yes

    Copy of all relevant X-Rays / Pathology reports / MRIs or CT Scans

    Should reflect you name and date they were taken

    If applicable

    Copy of other documents

    If this applies in your case, we will let you know

  • For dismemberment

    Form to fill: Claimant’s Statement Form (CL-20)

    Checklist

    Required

    Documents

    Notes

    Yes

    Claimant’s Statement Form (CL-20)

    Fully completed and signed by you, your employer (if applicable) and your physician/surgeon

    Yes

    Copy of all relevant X-Rays / lab test and reports

    Should reflect you name and date they were taken

    Yes

    Original bills and receipts

    Related to this claim

    Yes

    Copy of medical report

    Detailing the nature and date of onset ailment / accident and degree of disability

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

  • For the regretful event of a policyholder's loss of life

    Forms to fill:

    *In the case of minor beneficiaries, the guardian must sign the claimant’s statement on their behalf. Each form must be notarized by a Notary Public or signed in front of the MetLife Claims Manager.

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Forms (Claimant and Physician Statements)

    Fully completed and signed by beneficiary(ies) and the physician/surgeon

    Yes

    Notification of loss of life of the policyholder

    Includes:

    Full name of the insured (including father’s name)

    Policy number

    Date of passing

    Cause

    Any information relevant to the claim (hospital name, doctors involved, etc…)

    Yes

    Copy of medical report

    Detailing the reason and date of loss of life

    Yes

    Passport copy of the policy holder

     

    Yes

    Passport or ID copies of the beneficiary (ies)

     

    Yes

    Original Death Certificate

     

    Yes

    Original Policy Documents

    T&Cs state that the policy contract terminates and must be returned after the policy holder’s loss of life

    Yes

    Exact addresses and contact details of all beneficiaries

     

    If applicable

    Original Guardianship / Tutorship Certificate

    Certificate is issued by court and specifies the powers given to the guardian or tutor whenever there are minors among the beneficiaries. The claim can only be paid to the guardian or tutor entitled by law or order of court to “cash proceeds and give valid discharge”

    If applicable

    Original Succession Certificate

    Required in cases where the names of the beneficiaries are not specified or when beneficiaries are mentioned as “legal heirs”

    If applicable

    Copy of the Police Report

    If loss of life was a result of accident, murder or whenever a report is made specifically in connection with a certain loss of life

    If applicable

    Post Mortem / Autopsy or Coroner’s Report

     

    If applicable

    Newspaper clipping(s)

     

     

  • Forms to fill:

    *In the case of minor beneficiaries, the guardian must sign the claimant’s statement on their behalf. Each form must be notarized by a Notary Public or signed in front of the MetLife Claims Manager.

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Forms (Claimant and Physician Statements)

    Fully completed and signed by beneficiary(ies) and the physician/surgeon

    Yes

    Notification of loss of life of the policyholder

    Includes:

    Full name of the insured (including father’s name)

    Policy number

    Date of passing

    Cause

    Any information relevant to the claim (hospital name, doctors involved, etc…)

    Yes

    Copy of medical report

    Detailing the reason and date of loss of life

    Yes

    Passport copy of the policy holder

     

    Yes

    Passport or ID copies of the beneficiary (ies)

     

    Yes

    Original Death Certificate

     

    Yes

    Original Policy Documents

    T&Cs state that the policy contract terminates and must be returned after the policy holder’s loss of life

    Yes

    Exact addresses and contact details of all beneficiaries

     

    Yes

    Letter from the employer

    Stating the date of last day the deceased reported to their office on a full time basis as well as the date when the deceased’s contract was ended by the company

    Yes

    Salary Slip

    Showing the last monthly basic salary drawn

    If applicable

    Original Guardianship / Tutorship Certificate

    Certificate is issued by court and specifies the powers given to the guardian or tutor whenever there are minors among the beneficiaries. The claim can only be paid to the guardian or tutor entitled by law or order of court to “cash proceeds and give valid discharge”

    If applicable

    Original Succession Certificate

    Required in cases where the names of the beneficiaries are not specified or when beneficiaries are mentioned as “legal heirs”

    If applicable

    Copy of the Police Report

    If loss of life was a result of accident r murder or whenever a report is made specifically in connection with a certain loss of life

    If applicable

    Post Mortem / Autopsy or Coroner’s Report

     

    If applicable

    Newspaper clipping(s)

     

    If applicable

    Further supporting documents

    If this applies, the beneficiary (ies) will be contacted

     

  • Emergency Evacuation

    Form to fill: Medical Reimbursement Claim Form (English) / (Arabic)

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you

    Yes

    Copy of medical report

    Detailing the nature and date of onset ailment / accident

    Yes

    Original bills and receipts

    Related to this claim

    Yes

    Copy of all relevant X-Rays / MRI / CT lab test and reports

    Should reflect you name and date they were taken

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

    If applicable

    Copy of police report

    Required if claim relates to an accident

     

     

     

    Repatriation of Remains

    Forms to fill:

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Forms (Claimant and Physician Statements)

    Fully completed and signed by beneficiary(ies) and the physician/surgeon

    Yes

    Copy of medical report

    Detailing the nature and date of loss of life

    Yes

    Original Death Certificate

     

    Yes

    Passport copy of the policy holder

     

    Yes

    Passport or ID copies of the beneficiary (ies)

     

    Yes

    Original bills and receipts

    Related to this claim

     

     

     

    Flight Delay

    Forms to fill: Travel Delay Claim Form

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you

    Yes

    Confirmation from Airline showing that the scheduled flight was delayed for 6 hours or canceled

    Ticket must be fully paid, confirmed and booked to travel

    Yes

    Itemized list, original bills and receipts for the emergency purchases of meals, refreshments, hotel expenses and airport transfer expenses

    For each delay

    Yes

    Copy of your airline ticket

     

    Yes

    Passport copy

    Showing dates of entry and exit

    If applicable

    Copy of Credit Card

    If it has Travel Insurance Benefit and was used for this trip

     

     

     

    Baggage Delay, Loss or Damage

    Forms to fill: Baggage Delay / Loss Claim Form

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you

    Yes

    Property irregularity report

    Provided by Airline / Airport authorities

    Yes

    Original bills and receipts for the emergency purchases and necessary replacement clothing and toiletries

     

    Yes

    Copies of your tag numbers

     

    Yes

    Copy of your airline ticket

     

    Yes

    Passport copy

    Showing dates of entry and exit

    If applicable

    Copy of Credit Card

    If it has Travel Insurance Benefit and was used for this trip

     

     

     

    Baggage Delay, Loss or Damage (checked, control & custody of common carrier)

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you

    Yes

    Property irregularity report

    Provided by Airline / Airport authorities

    Yes

    Original bills and receipts for the emergency purchases and necessary replacement clothing and toiletries

     

    Yes

    Copies of your tag numbers

     

    Yes

    Copy of your airline ticket

     

    Yes

    Passport copy

    Showing dates of entry and exit

    Yes

    Letter from Airline

    Confirming that baggage was lost and that you were reimbursed  (including the amount reimbursed) by them for the loss of your baggage

    Yes

    Copy of the claim made to the carrier / authorized agent

    Showing a list of items lost and their prices

    If applicable

    Copy of Credit Card

    If it has Travel Insurance Benefit and was used for this trip

     

     

     

    Prescription Medication Expenses

    Forms to fill: Medical Reimbursement Claim Form (English) / (Arabic)

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you and your treating physician

    Yes

    Copy of medical report

    Detailing the nature and date of the onset ailment / accident

    Yes

    Original pharmacy bills and receipts

    Bills and Receipts of usual /customary and reasonable medical expenses incurred along with a Doctor’s prescription

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

     

     

     

    Prescription Emergency Dental Expenses

    Forms to fill: Medical Reimbursement Claim Form (English) / (Arabic)

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Fully completed and signed by you and your treating physician

    Yes

    Copy of medical report

    Detailing the nature and date of the onset ailment / accident

    Yes

    Original pharmacy bills and receipts

    Bills and Receipts of usual /customary and reasonable medical expenses incurred along with a Doctor’s prescription

    Yes

    X-Ray films

    Taken immediately after the accident or before commencement of any treatment

    If applicable

    Copy of your passport showing the dates of exit and entry

    Required if the incident occurred outside your country of residence

     

     

     

    Personal Liability

    Forms to fill: Medical Reimbursement Claim Form (English) / (Arabic)

    Checklist

    Required

    Documents

    Notes

    Yes

    Claim Form

    Part A fully completed and signed by you

    Yes

    Details of damaged

    Including any supporting documents

    Yes

    Police Report

    Related to the claim

     

     

     

How to Submit the Claim

For Group Claims:
(Medical cards & any insurance held through the employer)

Login to eServices desktop or mobile app to submit your claim.

For Individual Claims:

Original documents to be sent to:

Claims Department
PO Box 371916, 
Dubai, UAE

Claim Reimbursement Modes

While filling your claim form, you may choose how you would like to receive the reimbursed amount:
 

  • Fast, convenient and secure, our Electronic Fund Transfer service allows you to receive the reimbursed amount directly to your bank accounts. 

    In order to benefit from this option, please update the following details on eServices desktop or mobile app:

    • Full Bank Name
    • 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. You can use the below table as a reference:

    Transfer to

    Required Code

    Bahrain

    IBAN

    India

    SWIFT & IFSC number

    Kuwait

    IBAN

    Lebanon

    IBAN

    Oman

    SWIFT

    Pakistan

    SWIFT

    Qatar

    IBAN

    Saudi Arabia

    IBAN

    U.A.E.

    IBAN

  • To benefit from this option, please provide your:

    • Full Bank Name
    • Account Details 
    • Current Address

    You may request the cheque to be delivered directly to you or picked up from one of our offices.

Important to Know

  • For Medical Claims

    • All necessary claims documents are to be submitted within 30 days of the incurred date
    • Claims received after 90 days will not be processed

    Note: If any of the documents is in another language – if you had an accident overseas, for example – it should be translated by an official public translator before you send them to us.

    For Individual Claims

    • Notify us within 10 calendars days the incident occurred. You can email, call or send a request through our contact us page
    • Send us the documents related to your claim within 30 calendar days (in English or Arabic)

    Note: If any of the documents is in another language – if you had an accident overseas, for example – it should be translated by an official public translator before you send them to us.

     

  • To help us process your insurance claim as quickly as possible, we ask you to follow the above steps carefully. Otherwise your claim could be delayed or potentially rejected.

  • In certain cases, MetLife may also need you to attend a medical examination before we can complete your claim. If this applies in your case, we will let you know.

  • After an insurance claim is paid, it is very important that within 15 days you or your beneficiaries return the claim receipt to MetLife, as we are legally required to store this document in our records.

If you have any questions or would like more information, please contact us!

Phone icon 800 MetLife

      (800 638 5433)

Sundays to Thursdays
8:30am to 7:00pm

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