Skip Navigation

FAQ's

ABOUT VAT
What is VAT? Collapsed Expanded

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.

What will be the rate of VAT? Collapsed Expanded

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.

How does VAT Work? Collapsed Expanded

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.

What type of insurance policies will be subject to VAT? Collapsed Expanded

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.

Will VAT affect the entitlements under my plan? Collapsed Expanded

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

If I cancel my policy, will the VAT amount be refunded with the premium? Collapsed Expanded

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.

I have moved out of UAE, but I still have a policy with MetLife UAE. Should I pay VAT? Collapsed Expanded

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.

LIFE INSURANCE
I have an individual policy and I would like to manage it online. How do I access my policy online? Collapsed Expanded

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.

I completed the online registration steps but didn’t receive my temporary password, what should I do? Collapsed Expanded

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.

I am a policy owner, how do I make amendments to / withdrawals from my policy? Collapsed Expanded

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.

How do I pay my premium? Collapsed Expanded

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

Wire Transfer

Our bank details are below:

Payment Currently

USD

AED

Beneficiary

American Life Insurance Company

Bank Name

National Bank of Abu Dhabi (NBAD)

Bank Address/ Branch

Deira, Dubai, UAE

Account Number

0148-333-820

0150-362-397

Swift Code

NBADAEAADEI

IBAN Number

AE 360350000000148333820

AE 890350000000150362397


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
I’m looking for life insurance, but I’m not quite sure where to start. What should I do? Collapsed Expanded

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.

I don’t receive any notifications from MetLife regarding my policy. Is that normal? Collapsed Expanded

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:

MEDICAL INSURANCE
I have life / medical insurance through my employer. How do I create an eServices account and view my policy details? Collapsed Expanded

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.

I completed the online registration steps but didn’t receive my temporary password, what should I do? Collapsed Expanded

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.

Which hospitals accept my medical card? Collapsed Expanded

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.

I may require surgery; will I be covered under my medical insurance? Collapsed Expanded

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.

What is the definition of Out/In-patient? Collapsed Expanded

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.

How do I make a claim? Collapsed Expanded

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.

I would like my medical claim reimbursement to be wire transferred. What do I do? Collapsed Expanded

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.

Why is my reimbursement amount less than the amount I had claimed for? Collapsed Expanded

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.

What does co-pay mean? Collapsed Expanded

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.

I am traveling and have been asked to provide ‘proof of insurance’. What should I do? Collapsed Expanded

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.

I don’t have a medical card/have lost my medical card. What should I do? Collapsed Expanded

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.

ABOUT FATCA
What is FATCA? Collapsed Expanded

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.

Why is FATCA important? Collapsed Expanded

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.

Will FATCA apply to non-US Insurance Companies Collapsed Expanded

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.

ABOUT COMMON REPORTING STANDARD (“CRS”)
What is Common Reporting Standard? Collapsed Expanded

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.

Why are you asking me jurisdiction(s) of tax residency? Collapsed Expanded

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.

How is my/our tax residence defined? Collapsed Expanded

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.

How often do we need to provide information under the CRS? Collapsed Expanded

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.

I have already given my consent to share the information under FATCA, why do I need to give it again? Collapsed Expanded

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.

Where can I find more information? Collapsed Expanded

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.

What will happen if I do not provide required information? Collapsed Expanded

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.

Is the CRS form mandatory for all customers like US nationals and nationals of countries not participating in the CRS? Collapsed Expanded

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

I have more than one MetLife policy, should I submit separate CRS self-certification forms for each policy? Collapsed Expanded

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

PREMIUM PAYMENT
How do I make an e-Payment? Collapsed Expanded

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.

Can I do a Wire Transfer? Collapsed Expanded

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:

Beneficiary                       : American Life Insurance Company

Bank                                : National Bank of Abu Dhabi (NBAD)

Bank Address                  : Deira Branch – Dubai, U.A.E.

U.S. Dollar Account no.   : 0148-333-820

Swift Code                       : NBAD AE AADEI

IBAN Number                 : AE360350000000148333820

Note: the above is valid for policies issued in the UAE.  

Proof of Transfer

Once the transfer is complete, please send a copy of the transfer slip to customerservices.gulf@metlife.ae

The transfer slip will allow us to allocate the premium payment to your policy (ies). Without the slip, the transferred amount will remain pending.

Note: Please make sure to mention your Policy number on the Transfer Slip.

What are the Traditional Payment options? Collapsed Expanded

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

For cash or cheque/check 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”.
  • Cash: Up to a maximum of USD 2,000 (or equivalent in other currency).

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

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.