CUSTOMERS

Protection for your lifestyle while you live life.

Protection for your lifestyle while you live life.
Claims
  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1300 555 625
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1300 555 625 for more information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
    • Complaints Resolution
      We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1800 221 599.
  • The simplest way to make a claim is online:
  • Telephone MetLife: 1800 221 599
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement (PDS) or contact MetLife on 1800 221 599 for more claims information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I have a problem with my Policy?
    • For all CardAssure complaints we have established a complaints resolution process and are committed to working with you to resolve your concerns. Please contact the relevant parties as follows:

      For claims complaints:

      Telephone: 1300 555 625
      Mail: Dispute Resolution Officer, MetLife Insurance Limited
      Reply Paid 3319, Sydney NSW 2001

      For all other complaints:

      Telephone: 13 24 84
      Mail: Customer Advocacy Unit, CardAssure Insurance
      GPO Box 204, Sydney NSW 2001

      If you are not satisfied with the response to your complaint, you can contact the Financial Ombudsman Service (FOS), an independentand impartial body, who will investigate the matter. Please contact them by:

      Telephone: 1300 780 808
      Mail: The Executive Officer Financial Ombudsman Service
      GPO Box 3, Melbourne Victoria 3001
      Email: info@fos.org.au
      Website: www.fos.org.au
  • The simplest way to make a claim is online:
  • Telephone MetLife: 1800 221 599
  • Or you can write to:
    • MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
  • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.
  • When will I find out if my claim is accepted or not?
    • You will receive notification of the status of your claim within 10 working days.
  • What if I am not happy with the results?
    • Complaints Resolution
      We have established a complaints resolution process. If you have any complaints concerning your policy please call MetLife on 1300 555 625.
  • To obtain a claim form please call, email or write to AIA Australia Claims Team:
    • Telephone: 1800 333 613
    • Email: au.claims@aia.com
    • Or you can write to:
      Claims Team
      AIA Australia
      PO Box 6111
      St Kilda Road Central
      VIC 8008
    • Complete the claim form(s) that we send you and return them with the requested supporting documentation. To ensure your claim is processed as soon as possible make sure you fill out all the details and attach all documentation that is requested.
    • Please be aware that waiting periods and benefits may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact AIA Australia on 1800 333 613 for more information.
  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.

Cancer Assist

  • The simplest way to make a claim is online:
  • Cancer Assist Plus
  • The simplest way to make a claim is online:
  • For all other claim enquiries:
    • Telephone MetLife: 1800 221 599
    • Or you can write to:
      MetLife Claims Department
      GPO Box 3319
      Sydney
      NSW 2001
    • Please be aware that waiting periods may be applicable to the benefit that you are claiming. Please check your Product Disclosure Statement or contact MetLife on 1800 221 599 for more information.

To obtain a claim form, please call or write to MetLife's Claims team:

  • Telephone MetLife: 1800 221 599
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney
    NSW 2001
  • Telephone MetLife: 1300 555 625
  • Or you can write to:
    MetLife Claims Department
    GPO Box 3319
    Sydney
    NSW 2001
  • One Trip Travel Insurance
  • Frequent Traveller Insurance
  • Seniors Travel Insurance.

You can lodge a claim against your travel insurance policy by downloading and printing a Claim Form.

Click here to download the Claim Form.

Please send your Completed Claim Form to travelclaims.au@acegroup.com or post to ACE at the below address:

ACE Travel Insurance Claims
GPO Box 4065
Sydney NSW 2001

For claims assistance please call 1800 305 422.



Contact OnePath on 1800 016 284.


Contact OnePath on 1800 016 284.

Updating your Policy

Updating personal details

For your protection we always require that changes to your policy be made in writing or by calling MetLife on
1300 555 625.

All changes to your policy can be made by the Policy Owner/s and some changes can be made through your financial adviser.

You can mail your request to:

MetLife
GPO Box 3319
Sydney NSW 2001
or fax it to (02) 9266 111.

Note: Some policies may not have the option to nominate a beneficiary.

If you are both the Policy Owner and Life Insured you have the right to nominate a beneficiary and change or revoke a previous nomination at any time prior to a claim being made on your policy.

You can do this by completing a Change of Beneficiary form by calling 1300 555 625.

The nomination of Beneficiaries is subject to certain conditions which are outlined in the insurance application form.

Please note that nominating a beneficiary is not compulsory. If you do not nominate a beneficiary, any benefits will be payable to your estate in the event of death or to you in the case of trauma or disability benefits.

Transfer of Policy Ownership

You can transfer the policy ownership to another person by completing a Memorandum of Transfer form and submitting this along with the original policy document. This form is available by calling 1300 555 625. Stamp duty may be payable depending on your State of residence. For any other type of transfers, please call MetLife on 1300 555 625.

Upgrading your existing policy

Upgrading or adding to your existing cover

Flexible cover options allow you to upgrade or add to your existing cover when the need arises, eg, new partner, arrival of children etc.

  • Addition of TPD Cover*
  • Addition of Trauma Cover*
  • Application to insure your spouse*
  • Addition of Childcare Cover*

* Not available for all products. Please speak with a Customer Service Representative by calling Metlife on 1300 555 625.

You can do this by completing and submitting the relevant application form, available by calling 1300 555 625.

Both the Policy Owner and the Life Insured must sign the application form. Our underwriters will then assess your request and if your application is accepted you will receive new policy documents.

Cancellations & enquiries
  • Contact Citibank on 13 24 84
  • Or please address any correspondence regarding cancellations to:
    <Product name> Administrator - Cancellations
    Citibank
    GPO Box 40
    Sydney
    NSW 2001
  • Contact Citibank on 13 24 84
  • Or please address any correspondence regarding cancellations to:
    CardProtect Administrator - Cancellations
    Citibank
    GPO Box 40
    Sydney
    NSW 2001

Cancellations will be effective from the next premium due date and there will be no refund of past premiums paid unless you cancel within the cooling off period.

  • Contact MetLife on 1300 555 625
  • Contact MetLife on 1300 555 625
  • Contact MetLife on 1300 555 625
  • Contact Citibank Mortgages on 13 24 84
  • Contact Citibank on 13 24 84

Where the premium has been financed by the lender the premium will be refunded to the lender.

  • Contact ACE Travel Insurance on 1800 305 422
  • Or email travel.au@acegroup.com
    • One Trip Travel Insurance
    • Frequent Traveller Insurance
    • Seniors Travel Insurance
  • Contact OnePath on 1800 016 284
  • Contact OnePath on 1800 016 284
  • Contact Club Marine on 1300 882 582
  • Contact AIA on 1300 361 922
  • You can cancel Your Policy at any time by sending a written request to:
    Policy Services
    AIA Australia Limited
    PO Box 6111
    St Kilda Road Central VIC 8008
  • Home and Contents Insurance. Save up to 10% online*. *Conditions apply
  • Citibank Mortgage Plus package.