Information for advisers regarding your existing policyholders
As part of our ongoing system enhancements, between January and mid-September we’ll be writing to your customers to let them know they will have access to our customer portal, myMetLife, where they’ll be able to access and update their policy.
This will happen in stages, and we will write to you at the beginning of each stage if you have a customer who will soon have access to the customer portal myMetLife.
However not all customers will get access straightaway:
- If your customer has an ongoing claim, they won’t get access to myMetLife until the claim has been closed. We’ll email them shortly after this has happened.
- If your customer has more than one policy, they will get access to myMetLife when all policies have been given access which may be in September.
- If we don’t hold an email address for your customer, we will write to them asking to call us so we can set up their access to myMetLife.
Direct Debit collection
As part of the changes we're making, we need to set up a new Direct Debit, which will replace the existing one. This won’t affect the payment date or amount, and there’s no need for you or your customer to complete any forms or a new Direct Debit instruction either.
Details of the changes have already been supplied to your customer's bank or building society, (the Bank or Building Society may also notify your customer about this change). Your customer may also see a comment on their bank statement advising them of the final payment under the old details, and the first payment under the new details.
You and your customers don’t need to do a thing; we’ve taken care of everything.
EverydayProtect terms and conditions
We’re bringing your customers' terms and conditions in line with the current EverydayProtect 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 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.
Frequently Asked Questions
The majority of polices will have access to myMetLife by mid-September. 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 will email you to let you know when some of your customers will be getting access to myMetLife.
You may find it will take until mid-September for them to all get access to the portal. Make sure your contact details and email address are up to date so you get the messages.
After we let you know you have customers who will soon have access to myMetLife, 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 ready for when they need them.
- Update their personal details, including their bank account information and decrease their cover if their circumstances change.
- Track the progress of a claim and get the answers to any questions they 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 EverydayProtect product with MetLife we’ll bring those terms and conditions in line with the current EverydayProtect 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 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, there's a portal for advisers too - which gives 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 the portal, look out for an email titled ‘Welcome to myMetLife’, which will enable you to view and make updates to those polices. 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. We’ll keep you updated if your customers are included in each wave.