MetLife continues its digital transformation, by giving existing customers access to myMetLife for in-force MultiProtect policies purchased between 8 February 2018 and 17 October 2021.

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 8 February 2018 and 17 October 2021)

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.
  
  Details of the changes have already been supplied to the customers bank or building society, (the Bank or Building Society may also notify them about this change). The customer may 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.
  
• We’re bringing customers’ Terms and Conditions in line with the current Terms available to new customers. This is good news for customers who will see their cover enhanced while keeping their monthly premiums the same. Benefit amounts, as shown on the customer's Policy Schedule, remain unchanged. Key changes are highlighted below: 
  

Changes to Core Cover 

• Polices can now stay in force until the customers 75^th birthday (instead of age 70), however the benefit amounts payable for Core Cover or optional Active Lifestyle Cover will be reduced by 50% once the customer turns 70. 
  
• We’ve removed the 90-day limit for a Hospitalisation claim. The new limit is £50,000 per unit for any combination of benefits, per single insured event.  
• We now include cover for hospital stays of 5 days or more for pregnancy-related complications. 

Changes to optional cover 

• If the Customer has optional Child Cover, this now includes cover for the child from birth up to their 23^rd birthday and now covers self-inflicted injuries resulting in broken bones or hospitalisation.  
• Optional Active Lifestyle Cover now includes cover for Grade 2 Partial Ligament Tears.
• Optional  Healthcare Cover can no longer be added to policies. For customers who already have Healthcare Cover on their policy, the Terms and Conditions (now called Specialist Healthcare Cover) are available here. The Cover will remain in place until the policy ends, MetLife pay a claim resulting Specialist Healthcare Cover ending, or your client removes it from their policy.

Enhanced Core Cover

• We are no longer offering an Enhanced Core Cover upgrade (adding European hospital cover and increasing the death benefit). If your customer’s policy already has Enhanced Core Cover, we will ensure they keep these benefits by moving them onto a newer version of MultiProtect which includes them as core benefits. The premiums will remain unchanged.
• For policies with Enhanced Core Cover, the Broken Bone benefit amounts will increase to £800 per unit for a Major Bone and £200 per unit for a Minor Bone. All other benefit amounts will remain unaltered. The revised Summary of Benefits is available here 

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 with a start date before February 2018, 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 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). 

Online claims 

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. 

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.