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Our customers are at the centre of everything we do and we strive to provide excellent customer service for all queries, feedback and complaints.
We know life can be busy. And, at MetLife we’re here to help.
CUSTOMER SERVICE CALL

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General Enquiries

1300 555 625

Customer Service Opening Hours

Monday - Friday (Closed on Public Holidays)

9:00 AM – 5:00PM AEST

Email      auservices@metlife.com
Address GPO Box 3319
  Sydney  NSW  2001
  Australia  
Fax (02) 9266 1111

If you are deaf, or have a hearing or speech impairment you can use the National Relay Service to contact MetLife Australia.

  1. Simply click the button below and then provide the MetLife number you wish to call.
  2. To learn more about the National Relay Service please visit www.relayservice.gov.au 
 

Support for vulnerable customers

MetLife recognises that a customer’s vulnerability may be due to a single factor or a combination of factors.

Under the Life Code, vulnerable customers, or customers requiring additional support, are defined as those that “may experience vulnerability due to age, disability, injury, a mental health condition, physical health condition, language barriers, literacy barriers, cultural background, remote location, Aboriginal or Torres Strait Islander status, family violence, suicidality or suicidal behaviours or financial distress.”

If you need extra support to access our services due to vulnerability, we will work with you to find a suitable, sensitive and compassionate option and do this as quickly as possible. Our team are trained to identify, recognise and support customers experiencing vulnerability. This includes specific support for culturally and linguistically diverse individuals, Aboriginal and Torres Strait Islander peoples and individuals who may have difficulty understanding certain health issues.

Please contact us on 1300 555 625 or auservices@metlife.com to access a range of additional support services.

Additional support may include:

For non-English speakers
  • interpretation services provided by a MetLife associate or customer’s support person, or access to our service provider ATL Translation & Interpreting Services. MetLife will cover any costs associated with this service.  
For people having difficulty completing insurance applications or claim forms
  • access to tele-underwriting or tele-claims
  • acknowledging communication preferences
For people with hearing or speech impairments
  • access to the National Relay Service. MetLife will cover any costs associated with this service.  
For customers requiring further support for their illness or injury
  • referral to a rehabilitation support specialist (where relevant)
  • referral to relevant community services
For customers dealing with acute mental health issues
  • support from our team trained in Crisis Call Management
For people in remote areas
  • covering reasonable travel costs
  • flexibility in providing identification documents
  • allowing extra time to provide documents or information
For people needing extra support during the claims process
  • allowing sufficient time to explain concepts
  • being flexible in communicating with support persons acting on behalf of the customer (where we have appropriate authority)
  • where appropriate and feasible, facilitating the customer to speak with an associate of the same gender
For customers experiencing financial hardship
  • explaining our financial hardship process