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Additional support

Customers in financial difficulty

If you’re currently experiencing financial difficulties, or are having trouble paying your premiums or pension contributions, we may be able to help you by reducing your monthly outgoings.

Please contact us using the details shown below, and our Customer Service team will be more than happy to tell you about the options available. All phone lines are open 9am to 5pm, Monday to Friday.

Individual Protection

Telephone: 0800 917 0100


Employee Benefits

Telephone: 0800 917 1112


Personal Pensions

Telephone: 0800 022 4443



Third Party Support

Below is a list of third-party support services available to the public, free of charge.

You can access these at your time of need, whether you have a MetLife Policy or not.


0800 138 1111

Mon – Fri:08:00 to 20:00

Sat: 09:00 to 14:00


England: 0800 138 7777 / Wales: 0800 138 0555 / Overseas: +44 20 3553 2279

Mon – Fri: 08:00 to 18:00

Citizens Advice

England - Adviceline: 0800 144 8848 / Wales - Advicelink: 0800 702 2020

Mon – Fri: 09:00 to 17:00


Food Banks

England / Wales: 0808 208 2138 / Northern Ireland: 0800 915 4604

Scotland: Please contact your local authority for more information

Mon – Fri 09:00 – 17:00



England: 116 123 / Wales: 0808 164 0123

England: 24/7

Wales: 07:00 – 23:00


0300 123 3393

24/7, 365 days a year

Age Uk

0800 055 6112

08:00 – 19:00, 365 days a year

Alzheimers Society

England: 0333 150 3456  / Wales: 03300 947 40

Mon – Weds 09:00 – 20:00

Thurs – Fri: 09:00 – 17:00

Sat – Sun: 10:00 – 16:00


Call: 111 or in case of emergency: 999

Online information:

24/7, 365 days a year


Alternative Communication Requests

In the event you or your client requires an alternative communication method, please contact us.

Braille, large print, and audio transcribing

If you require Braille, Large Print or your documents audio transcribed, please contact the relevant customer services department below to arrange this for you:
  • If you’re an employer or employee of a scheme we insure:
  • If you’re a protection policyholder:
  • If you have investment & retirement products with us:
  • Alternatively, you can call us on 0800 917 0100.

Text Relay

For people with speech or hearing difficulties, they can use Text Relay on all support services and in conversation with MetLife.

Relay UK -, Dial 18001 followed by the phone number of the person/company you wish to contact (inc. area code and/or international code).

Language Barriers

If you have tried to speak with us on the phone and were unable to pass security because of a language barrier, please see below for guidance:

Our services are provided in English but there are options available to help you. You could:

  • Speak to your adviser who sold you the policy. They may be able to speak with us on your behalf.
  • Have a trusted friend or family member who can speak English with you when you call.
  • Email us at:
    For individual policies:
    For Employee Benefits policies:
  • Write* to us at: MetLife Customer Services, PO BOX 1411, Sunderland, SR5 9RB. *Please include your policy reference number.

We understand life isn’t always easy

That’s why our policies provide extra support in the here and now.

Please visit the links below to understand the additional support you have access to. For employees part of a group scheme, please contact your HR team to determine all the additional benefits that are applicable to your company insurance.