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Make a Claim

We understand that making a claim can be distressing at a time when you have a lot on your mind. So we’ve tried to make the process as straightforward as possible with this step-by-step guide.

1. Notify us about any claim you’re making within 10 calendar days from the date that the incident occurred. You can write, fax, call or email.


Write to:
Attention: Claims Department

MetLife 
PO Box 371916, 
Dubai, UAE
Fax: +968 2 470 0463 or +971 4 415 4445
Call: +968 2 478 7531 or +971 4 415 4555
Email: customerservices.gulf@metlife.ae 
  

If you wish to notify us on the death of an insured person, please refer to the death claim in point 2 below for details on notification procedure.


2. Send all the documents related to your claim to us within 30 calendar days from the date you recover.

Select the claim type below to find which documents are required to support your claim.

If the claim is due to:

Sickness or Accident

Surgical, Accident Medical Reimbursement, Medical Expenses Coverage

  • A Detailed medical report. This must be completed and signed by you and your treating physician.
  • An In-Patient Medical Reimbursement Claim Form fully completed and signed by you, your employer (if needed) and your physician / surgeon
  • Your original hospital bill and emergency ambulance bill (if applicable).
  • Your original hospital receipt. (This is the proof of payment based on the bill issued).
  • A copy of your medical report detailing your ailment or accident and the date it started/happened.
  • A copy of all relevant X-Rays / Echography / MRIs and reports. These should show your name and the date they were taken.
  • A copy of all lab tests and reports related to this incident.
  • A copy of the Police Report (if your claim relates to an accident).
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).

Accident

Accident Income or Weekly Income Coverage

  • A Detailed medical report (Preliminary Report) should be provided with claim notification, only if disability is expected to surpass 6 weeks.
  • Claim form CL-2 (Final Proof of Loss) should follow the detail medical report at the end of disability period or should be provided if your disability period is not to exceed 6 weeks. Please ensure that the dates used in CL-2 form reflect the actual period in question as it will not be possible, under any circumstances, to extend the disability period beyond this date.
  • Claim form CL-3 (Employer’s Statement) to be submitted at the end of the disability period.
  • A copy of all relevant X-Rays / Lab Test and reports. These should show your name and the date they were taken.
  • A copy of the School Certificate (if you are entitled to Student Tuition Benefit).
  • A copy of the Police Report (if applicable).
  • A copy of your Attending Physician’s Statement (APS) or the medical report detailing the nature and date of the accident.
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).

Hospitalization

In Hospital Income, Rock, Medcash (IHI & Surgical)

  • A Detailed medical report. This must be completed and signed by you and your treating physician.
  • An In-Patient Medical Reimbursement Claim Form fully completed and signed by you, your employer (if needed) and your physician / surgeon
  • A copy of your Attending Physician’s Statement (APS) or a medical report detailing the nature and date of the onset of the ailment / accident as well as the nature of the surgery.
  • A certified copy of your hospital bill or a discharge summary to determine the number of days spent in hospital.
  • In certain cases, we may request a copy of all the relevant medical reports. These should show your name and the date they were written.
  • A copy of the Police Report (if your claim relates to an accident).

Permanent Disability

Total or Partial

 

  • Claim form 321 (Claimant statement) and 322 (Physician statement) (for Total disability) or CL-20(for Partial disability) This must be completed and signed by you and your treating physician.
  • A copy of all relevant X-Rays / Lab Test and reports. These should show your name and the date they were taken.
  • A copy of your Attending Physician’s Statement (APS) or the medical report detailing the nature and date of the accident.
  • Regular medical reports providing status on the disability (if you are eligible for waved premium benefit). In certain cases, we may also need you to attend a medical examination or provide more details requested through a doctor or a medical committee. If this applies in your case, we will let you know.
  • A copy of the Police Report (if your claim relates to an accident).

Ongoing Recovery Costs

Recovery Benefit Plan/Critical Care Coverage

  • A Recovery Benefit Plan claim form.
  • A copy of your Attending Physician’s Statement (APS) or a medical report detailing the nature and date of the onset of the ailment as well as a history of risk factors (your APS will advise on these).
  • A copy of your medical report.
  • A copy of all relevant Pathology reports/ Lab tests / X-Rays / MRIs or CT Scans. These should show your name and the date they were taken.
  • In certain cases, we may request a copy of other documents. If this applies in your case, we will let you know.

Dismemberment

  • Claim form CL-20 (Claimant’s Statement). This must be completed and signed by you and your Treating Physician.
  • A copy of all relevant X-Rays / Lab Test and reports. These should show your name and the date they were taken.
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).
  • Your original bills and receipts related to this claim.
  • A copy of your medical report from your Treating Physician indicating the nature and date of onset of ailment / accident as well as the degree of disability.

Death Claim

  • A notification of the death of the policyholder. This must include the full name of the Insured (including father’s name), policy number, date of death, cause of death, and any other information that may be relevant to this claim, for example, names of hospitals and doctors involved.
  • Claimant’s Statement (Form CL-39). Each beneficiary should complete a separate claimant’s statement. In the case of minor beneficiaries, the guardian must sign the claimant’s statement on their behalf. Each form must be notarised by a Notary Public or signed in front of the MetLife Alico Claims Manager.
  • Claim form CL-40. This form should be completed by the Physician who treated the insured during their last illness.
  • A detailed medical report related to this claim.
  • A copy of the passport of the deceased and copies of passports or ID Cards of the beneficiaries.
  • The original Death Certificate.
  • The Original Guardianship / Tutorship Certificate issued by court and specifying the powers given to the guardian or tutor whenever there are minors among the beneficiaries. The claim can only be paid to the guardian or tutor entitled by law or order of court to “cash proceeds and give valid discharge”.
  • The Original Succession Certificate. This is required in cases where the names of the beneficiaries are not specified or when beneficiaries are mentioned as “legal heirs”.
  • The Original Policy Document. The Terms and Conditions, after the death of the Insured, state that the contract terminates and policy contract must be returned to us.
  • A copy of the Police Report (if death was a result of accident or murder or whenever a report is made specifically in connection with a certain death).
  • The Post Mortem / Autopsy or Coroner’s Report.
  • The exact addresses and telephone numbers of all beneficiaries.
  • Newspaper clipping (if applicable).
  • Additionally if the deceased was a group policy holder:
  • A Letter from employer stating the date of last day the deceased reported to their office on a full time basis as well as the date when the deceased’s contract was ended by the company.
  • A Salary slip showing the last monthly basic salary drawn by late Insured.
  • In certain cases, we may contact the beneficiaries and request further documents.

Travel Claims

Emergency Evacuation

  • An In-Hospital claim form that must be completed and signed by you.
  • A copy of your detailed medical report.
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).
  • Your original bills and receipts related to this claim.
  • A copy of the Police report, if applicable.
  • A copy of all relevant X-Rays / MRI/CT and reports. These should show your name and the date they were taken.

Repatriation of Remains

  • Claimant’s Statement (Form CL-39). Each beneficiary should complete a separate claimant’s statement.
  • Claim form CL-40. This form should be completed by the Physician who treated the Insured during their last illness.
  • A detailed medical report related to this claim.
  • The Original Death Certificate.
  • A copy of the passport of the deceased and copies of passports or ID Cards of the beneficiaries.
  • The Original bills / receipts related to this claim.

 

Flight Delay

  • A Travel Delay Claim Form completed and signed by you.
  • Confirmation from the Airline showing that your scheduled flight was cancelled or delayed for 6 hours or more. The ticket must be fully paid, confirmed and booked to travel.
  • Your itemised list along with original bills and receipts for the emergency purchases of meals, refreshments, hotel expenses and airport transfer expenses for each delay.
  • A copy of your air ticket.
  • A copy of your passport showing dates of exit and entry.
  • A copy of your credit card with the travel insurance benefit (if applicable).

Baggage Delay, Loss or Damage

  • A Baggage Delay / Loss Claim form completed and signed by you.
  • A Property Irregularity report provided by Airlines /Airport authorities.
  • Your original bills and receipts for the cost of emergency purchases of necessary and essential replacement clothing and toiletries.
  • Copies of your tags numbers.
  • Copy of your air ticket.
  • Copy of your passport showing dates of exit and entry.
  • A copy of your credit card with the travel insurance benefit (if applicable).

    Additionally in case of Baggage Loss or Damage (Checked, Control & Custody of Common Carrier)
    • A letter from the Airline confirming that baggage was lost and that you were reimbursed (including the amount reimbursed) by them for the loss of your baggage.
    • A copy of your claim made to the carrier/authorized agent showing a list of items lost and their prices.

Prescription Medication / Emergency Dental Expenses

  • In-Patient/Medical Reimbursement claim form properly completed and signed by you and your Treating Physician.
  • Your detailed medical report indicating the nature and the date of the onset of the ailment or accident.
  • All your original pharmacy bills and receipts of usual /customary and reasonable medical expenses incurred along with a Doctor’s prescription.
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).
  • Additionally for Emergency dental Expenses claim
  • X-Ray films taken immediately after the accident and before commencement of any treatment.

Personal Liability

3. Please make sure that all the documents related to your claim are written in either English or Arabic. If any documents are in another language – if you had an accident overseas, for example – they should be translated by an official public translator before you send them to us.


4. To help us process your claim as quickly as possible, we ask you to follow the above steps carefully. Otherwise your claim could be delayed or potentially rejected. In certain cases, we may also need you to attend a medical examination before we can complete your claim. If this applies in your case, we will let you know.


5. After a Claim is paid, it is very important that within 15 days you or your beneficiaries return the claim receipt to us, as we are legally required to store this document in our records.

Financial security for your family*

Financial security for your family

Income if you are unable to work*

Income if you are unable to work

Saving for your future*

Saving for your future

Support during unexpected illnesses*

Support during unexpected illnesses

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