In a statement, the company said the new service will permit members to “scan and upload documents from their smartphone or tablet”, with the expected time to lodge a “simple” income protection claim anticipated to be less that 15 minutes.
“Claimants can log in and track the progress of their claim at anytime and anywhere and are given a dedicated claims manager who will handle their claim from end-to-end, providing a more seamless and caring experience,” the statement said.
MetLife chief marketing officer Jeremy Simmons said the claims process is often stressful for clients and the new service is aimed at minimising this.
“Through our research, we identified that the claims experience was the time when members most need support from their fund and insurer,” he said.
“We’ve worked closely with funds, members, and administrators and applied customer-centric design principles to develop an intuitive experience making it faster and easier to lodge and track a claim. This gives claimants greater control, certainty, and transparency when they need these most.”
