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MetLife continues its digital transformation, by giving existing customers access to myMetLife for MultiProtect policies purchased between 16 October 2021 and 30 June 2024.

At MetLife, making things easier for our customers is at the heart of our business and digital transformation is key to delivering even greater value to our customers. We demonstrated this with the launch of the myMetLife customer portal and we’re pleased to share that our digital transformation journey continues.

As we have shared previously, keeping you and your customers up to date throughout our digital transformation journey is paramount. This will include sharing copies of communications and timings in advance with advisers so they can help to easily manage any potential customer queries.

Please find below details of key updates for your awareness which we’ll be sharing with customers in the coming weeks.

What’s happening?

To help advisers review customer details in one place and to allow customers access to the myMetLife portal and the self-serve functionality available, we’ll be phasing myMetLife access for customers who have MultiProtect policies (purchased between 16 October 2021 and 30 June 2024). 

Customer Communications

MetLife will email customers approximately two weeks before they are due to be given access to myMetLife. Customers will then receive two further emails automated from the portal which will allow them to access myMetLife when access is available.

The first email will let them know:

  • MetLife need to set up a new Direct Debit collection (there will be no change to the payment amount or the date of collection). Advisers and customers don’t need to do anything – it is just to be aware of.
  • We’re bringing customers’ Terms and Conditions in line with the current MultiProtect Terms and Conditions. This is good news for customers who will see their cover enhanced while keeping their monthly premiums the same. Benefit amounts, as shown on your customer's Policy Schedule, remain unchanged. The current terms and conditions can be found here.
  • Specialist Healthcare Cover is no longer available for new polices, nor can it be added to in-force policies which don’t already have it. For customers who already have Specialist Healthcare Cover on their policy, it will remain in force unless the policy ends, MetLife pay a claim resulting in it ending or Specialist Healthcare Cover is removed from the policy.
  • We’ve now launched our online claims capability. Customers who’ve broken a bone (adults only at present) can now claim online. We will be launching more capability to support more online claim submissions in the near future. This is available for all customers with access to myMetLife.

If we don’t hold an email address for the customer

If we don’t hold an email address for the customer, we will write to them asking to contact us so we can set up their access to myMetLife. You will still see these polices under your list of clients in the adviser portal on myMetLife.

Not all customers will get access to myMetLife straightaway:

  • If the customer has an open claim, they won’t get access to myMetLife until the claim has been closed. We’ll email them shortly after this has happened.
  • If the customer has more than one MultiProtect policy, they will get access to myMetLife when all policies have been given access which may be towards December 2025.
  • If a customer holds a MultiProtect and another older MetLife product, these customers won’t be getting access to myMetLife.

Adviser access to myMetLife

  • If you don’t already have access to myMetLife you’ll receive an email from ‘Welcome to myMetLife’ which will enable you to view and make updates to those polices for this time period. Follow the steps in the welcome email to gain access. To find out more about myMetLife click here.
  • myMetLife allows you to see all your MetLife polices in one place, see notifications for missed Direct Debits and lapsed policies, get access to future myMetLife enhancements and developments when launched. 

Customer access to myMetLife

Once customers have access to myMetLife they will be able to:

  • Update their address and bank details.
  • Request to reduce their number of units of cover, to remove an optional cover, or to add Child Cover.
  • Find details of how to access additional services such as GP24 and the Wellbeing Centre. 
  • Submit an online claim if the customer has a broken bone. (We will be launching more capability to support more online claim submissions in the near future).

Bringing customers closer in the moments that matter

In making these changes, MetLife have created enhanced functionality and greater value for customers. You play a key role in sharing this with customers. By encouraging customers to login and familiarise themselves with myMetLife, you can really help to bring customers closer in the moments that matter.

We hope you agree these changes will be beneficial to you and your customers. We’ll continue to roll out myMetLife access to customers during the year and will continue to keep you updated. Thank you in advance for your support.

Frequently Asked Questions

The majority of customers will have access to myMetLife by the end of 2025. We will contact you at the beginning of each cycle so you know you have customers who will soon have access to their portal.

You and your customers don’t need to do a thing; we’ve taken care of everything.

However, it would be helpful if you could check your and your customers email addresses are up to update so we can contact you both. 

We’ll email those customers with the details we have on file. Please make sure their contact details are up to date.

If we don’t have a valid email address, we will send the update by post. 

Your customers will be able to: 

  • Find easy-to-access details of how to set up additional services available to them as a MetLife customer, such as the Wellbeing Support Centre and GP24, so they’re setup ready for when you need them. 
  • Update their personal details, including bank account information and increase or decrease cover if their circumstances change. 
  • Create an online claim if the customer has a broken bone. (We will be launching more capability to support more online claim submissions in the near future).
  • Track the progress of a claim and get the answers to any questions you might have, 24/7, with no need to call or email. 

Our goal is to continually improve myMetLife to meet your customers' needs. We’ll let you know of any improvements before your customers get access.

If your customer has an MultiProtect product with MetLife we’ll bring those terms and conditions in line with the current MultiProtect terms and conditions. Your customers will not be at any disadvantage due to this change as their cover will be enhanced and their monthly premiums will remain the same. The policy benefit amounts, as shown on their Policy Schedule, remain unchanged. The current terms and conditions can be found here. 

Any claim that would have been accepted under the old T&Cs will still be accepted under the new ones, so your customers are not losing out. The changes mean some of the cover limits have increased, some exclusions removed, and definitions changed to cover more people for more circumstances.

Not only is there a myMetLife portal for your customers, but there's also a portal for advisers too - which will give you a 'real time' view of all of your customers' policies once they have migrated into myMetLife. If you don’t already have access to myMetLife look out for an email from ‘Welcome to myMetLife’ which will enable you to view and make updates to those polices for this time period. Follow the steps in the welcome email to gain access. To find out more about myMetLife Click here. 

We’ll continue to roll out myMetLife access to your customers during the year.