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COVID-19 Updates
COVID-19 Updates
How can we help you?
Information about your Policy
Customer Information
Coronavirus
(COVID-19) FAQ
Educational Content for your Employees
Information about your Policy
We are currently not applying the epidemic or pandemic exclusion for treatment associated with Coronavirus (COVID-19). We are currently covering diagnostic testing, healthcare services, and admission leading up to the diagnosis of Coronavirus (COVID-19) and for care following the diagnosis of Coronavirus (COVID-19) per the policy terms, conditions, and limits*. Each government or health authority may have different guidelines regarding the measures, treatment or the diagnostic testing of Coronavirus (COVID-19). Therefore, insured members should follow the guidance of the local health authorities.
*All terms and conditions of the policies will apply in relation to eligibility, benefits, limits and everything else.
Should there be any change to our current position or based on regulator guidance or otherwise, we will update you at that time.
With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our group life, accident, and disability policies do not contain any exclusions for pandemics and therefore, all death and or disabilities claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy – subject to existing exclusions in each product’s terms & conditions.
With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our individual A&H policies do not contain any exclusions for pandemics and therefore, all individual A&H claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy – subject to existing exclusions in each product’s terms & conditions.
With regards to the declaration of the Coronavirus (COVID-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our Individual Life, Savings and Investments policies do not contain any exclusions for pandemics and therefore, all Individual Life, Savings and Investments
claims related to Coronavirus (COVID-19) are covered under the general terms and conditions of the policy - subject to existing exclusions in each product’s terms & conditions.
In the event you have any questions please contact your MetLife representative. As updates become available, we will share them going forward.
Customer Information
- Email us at CustomerServices.Gulf@metlife.com
- Call us on 800-METLIFE / 800-6385433
- Agent of Record
Due to Coronavirus (COVID-19), the contact centre will operate daily from 8 am to 7 pm (UAE time) –If you need support outside of these hours please feel free to use the self service options available on our website https://www.mymetlife.net/ or download our mobile app.
Premium payments can be made conveniently using any of the following methods:
- ePayment: Simply login to our self-service portal https://www.mymetlife.net/. In case you don’t remember your login password, please click on the reset password link on the main page or contact our customer service.
- Wire transfer: Pay your premium as a one-off payment or as a standing order via wire transfer directly to the American Life Insurance Company (MetLife) bank account, details here.
- Members can submit their claim documents on our mobile application “myMetLife Gulf Middle East” which can be downloaded on iOS or android, or through our self-service portal https://www.mymetlife.net/.
- Beneficiaries can send their claim documents on gulflifeclaims@metlife.ae.
- Email us at Complaints.Gulf@metlife.com
Email communication should be sent via your registered email address with MetLife.
Coronavirus (COVID-19) FAQ
As per the WHO Coronavirus (COVID-19) is the infectious disease caused by the most recently discovered Coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.
The most common symptoms of Coronavirus (COVID-19) are:
- Fever
- Tiredness
- Dry cough
- Shortness of breath and difficulty breathing (in severe cases)
People with fever, cough, and difficulty breathing should seek medical attention.
The Centers for Disease Control & Prevention (CDC) believes at this time that symptoms of Coronavirus (COVID-19) may appear in as few as two days or as long as 14 days after exposure.
Useful information links:
Please refer to the below contact information for UAE and Gulf countries:
UAE:
Istijaba – Department of Health: 8001717
Ministry of Health & Prevention: 80011111
Dubai Health Authority (DHA): 800342
Qatar:
Ministry of Public Health call center: 16000
Bahrain:
Ministry of Health call center: 444
Kuwait:
Ministry of Health call center: 151
Oman:
Ministry of Health call center: 2444 1999
We recommend official and vetted resources such as the World Health Organization (WHO) and local governmental sources:
UAE:
Dubai – Dubai Health Authority (DHA) www.dha.gov.ae
Abu Dhabi – Department of Health (DoH) www.doh.gov.ae
Other countries in the Gulf:
Bahrain – Ministry of Health www.moh.gov.bh
Kuwait – Ministry of Health www.moh.gov.kw | https://corona.e.gov.kw
Oman – Ministry of Health www.moh.gov.om
Qatar – Ministry of Public Health www.moph.gov.qa
Other useful websites:
World Health Organization (WHO) www.who.int
Centers for Disease Control and Prevention (CDC) www.cdc.gov
Please refer to the IATA Travel Centre for the latest updates on travel restrictions at https://www.iata.org/ and your Local Government Authority.
Members with symptoms should visit a medical facility within their network or contact their local health authorities at the numbers provided above. The Doctor will assess and decide if the member needs to be tested for Coronavirus (COVID-19) as per protocols established by the local regulator.
As the situation is continuously changing, we advise you to check regularly the links provided above for updated information from your local government.
A member with symptoms can contact or visit any hospital within their network or contact their local health authority at the numbers provided above. The treating Doctor will assess and decide if the member needs to be tested for Coronavirus (COVID-19) as per the protocols established by the local regulator.
The decision to test for Coronavirus (COVID-19) lies with the treating physician and the guidance of the local health regulator. Members are advised to visit their local health authority website or call the contact numbers above for more information.
Currently, most government authorities are providing the tests at no cost, and please note that charges may be incurred for doctor visits, screenings, additional labs, and those could incur a charge under the policy terms conditions and limits.
The governmental and private hospitals are equipped with isolation rooms; however, the admission will be based on evaluation of government and clinical guidelines.
MetLife has launched a comprehensive approach to assess business readiness across all critical functions, and this includes operational readiness, employee mobility, infrastructure resiliency, and information security. We remain committed to ensuring our customers get the service they expect and the timely handling of claims.
To achieve this, we are:
- Activating our business continuity planning to assess readiness throughout the enterprise
- Conducting a review of end to end plans and interdependencies
- Stress testing critical processes and systems including information technology and security
- Determining alternate solutions for all critical processes, including resources and technology
- Testing employee mobility and connectivity by enacting elements of our business continuity plan in a controlled environment
- Scenario planning for a high number of resources being out due to illness and countermeasures and supplemental staffing should this situation arise
Additionally, MetLife is prepared to handle a shift to a remote workforce, with the majority of our team already equipped to work remotely and securely.
-Employer Flyer 1: (can be used by employer to distribute onsite or via online channels or email)
Flyer Subject: Coronavirus: Myths vs. Facts – download here.
-Employer Flyer 2: (can be used by employer to distribute onsite or via online channels or email)
Flyer Subject: How does the Coronavirus spread? – download here.
-Employer Flyer 3: (can be used by employer to distribute onsite or via online channels or email)
Flyer Subject: Coronavirus - How to protect yourself? –download here.
-Employer Flyer 4: (can be used by employer to distribute onsite or via online channels or email)
Flyer Subject: Should I wear a mask? – download here.
-Emailer: (can be used by employer to distribute to employees via email)
Emailer Subject: Novel Coronavirus: what you should know – download here.
-Employer piece 5: (can be used by employer to distribute onsite or via online channels or email)
Flyer Subject: How to keep a healthy weight while working from home – download here.
Emailer Subject: How to keep a healthy weight while working from home – download here.