Frequently asked questions

How large is MetLife Alico?

MetLife Alico is one of the largest international Life Insurance companies in the world, with a solid base in over 50 countries and regions including Japan, Europe, the Middle East, South Asia, Latin America and the Caribbean. With such a multi-country, multi-cultural and multi-lifestyle need, we have become experts in providing life and health insurance products that suit many needs. Whilst we cover such a wide range of people with such diverse insurance requirements, we pride ourselves on our level of expertise and personal service.

MetLife Alico is now part of the MetLife family - The MetLife companies provide protection, savings and retirement solutions to 90 million customers in over 60 countries.

For How long has MetLife Alico been in business?

We have been providing quality life, accident and heath coverage for over 85 years across the world. In Egypt, MetLife Alico was established in 1997 as the first multinational company in the Egyptian market to be issued an insurance license, and in the last 13 years we have grown to serve over 270,000 customers.

What makes MetLife Alico different? Why should I choose you?

The huge experience we have gathered over the years through international diversification sets us apart. We have at the heart of our business an ability to respond quickly to customer needs, global trends and market conditions. We're committed to providing relevant products for individuals and employing distribution channels that suit our clients in every area we operate. 

This, together with our regional and global network of trusted medical providers, managed care facilities and an unswerving customer focus, is what makes us different. If you'd like to talk to one of our professional insurance consultants, and see what we can do for your insurance needs just complete and submit the "Contact us" form and one of our consultants will call you at your convenience.

What products and services does MetLife Alico offer?

We offer a wide range of life, accident and health insurance products, to meet practically every need you might have. We have traditional life insurance policies that pay out a lump-sum to your dependants in the event of your death, life cover with an investment potential, cover for your children, critical illness insurance, mortgage protection, a range of medical plans and personal injury cover. We also offer group insurance products, pension options and annuities through a variety of channels. You'll find comprehensive details on all that we offer in our "Find our products" section and you can always have one our consultants call you by filling in the short "Contact us" form at the end of this section.

I want to take out life insurance, but where do I begin?

You've already started at the right place by coming to us. You'll need to now think about exactly what you require to cover if you can't be there. Gathering some personal financial information would be the next thing to do. Will your family stay in the same home? What outgoings do you have every month that need to be met? And for how long? Will you need to cover schooling fees, transport costs, additional help at home? But remember, your situation will be unique, so to give us the best chance of helping you, you can fill in the short "Contact us" form and one of our consultants will call you at your convenience, at no cost and no obligation, to discuss your needs. It's worth remembering that the earlier you make the decision to insure yourself the more affordable it can be.

How do I qualify for term life insurance?

The eligibility criteria for a product may vary depending on the type of policy you want to buy. So, to start with, you can visit our "Find our products" section to look at the range of products we offer and the eligibility criteria for each. Here, you'll get a good idea of what might be right for you and your family. You could then talk to one of our personal advisers for a more detailed plan to meet your specific requirements. The easiest way to get in touch with a consultant is to fill in the short "Contact us" form at the end of the "Find our products" section and let us call you at a time that's most convenient.

How much life insurance do I need?

This is a question that will be dependent on your own individual circumstances. Things like how many dependants you have, what payments you have to cover every month and of course, your age also makes a difference to just how much cover you'll need. The best way to work out what's right for you is to fill in our short "Contact us" form and request a call from one of our consultants. They'll take you through a few questions that will help determine what your needs are now and also what they might be in the future. Every discussion is confidential and there's no obligation or charge to you. We look forward to hearing from you.

Is there any cash value with the term policy?

Term policy is a life insurance, which pays a certain sum as specified in the contract to your beneficiaries if you, the insured, die during a specified period. Since the premiums paid are used entirely to protect you, there is no cash value on a term insurance policy.

Life insurance seems to be a luxury. How can I justify the payments when I have other priorities to take care of?

Life insurance helps in protecting all your other priorities, like your family, your home and your income. So, life insurance is more of a necessity than a luxury. Life can be unexpected, and although it's never comfortable to think about the unpleasant things that may happen, it's better to know that there's some plan in place to cushion the blow. If you'd like to talk to one of our consultants about what sort of cover you might need you can fill in our "Contact us" form and they'll be in touch at a time that suits you. They'll be happy to answer any questions you might have.

Why do I need life insurance - why now?

The main purpose of life insurance is to provide financial support for anyone you might leave behind in the unfortunate event of your death. The money your insurance will provide will ensure that your family keeps the home they live in, has enough money to live on and can cover costs like school fees and bills. Life insurance plans can also be a form of savings, used for your future needs like your child’s education, daughter's wedding or even an added income for your retirement, to help you maintain the standard of living you have built up over the years. If you’d like to know more about how a life insurance plan could suit your specific needs talk to one of our experienced personal advisers. You can fill in our "Contact us" form and one of our consultants will call you for a confidential talk at your convenience.

How could I get Health insurance?

You can visit our "Find our products" section to look at the range of products we offer and the features of the different policies. Once you have decided on the product you want, or if you need help deciding, you could then talk to one of our professional consultants. The easiest way to get in touch with a consultant is to fill in the short contact form at the end of the "Find our products" section and let us call you at a time that's most convenient.

How does critical illness insurance work?

Critical illness insurance is there to protect you and your loved ones if you are diagnosed with one of the listed 31 illnesses. Critical illness insurance provides a lump-sum amount if you are diagnosed with any one of the illnesses covered by your policy. You can benefit from the second medical opinion services at no cost and having the counsel for appropriate treatment also meeting your financial commitments and to maintain your independence and & lifestyle.

The illnesses covered by this plan include cancer and coronary conditions which require expensive treatment and long convalescence time. You can refer to our "Find our products" section for the full listing of covered illnesses and more details on the benefits of this policy.

How much disability income protection insurance coverage should I have?

This is a question that will be dependent on your own individual circumstances. Things like how many dependants you have, what payments you have to cover every month and, of course, your age makes a difference to just how much cover you'll need. It's worth remembering that any disability income protection plan will only replace a portion of your income. So, the best way to work out what's right for you is to fill in our short "Contact us" form and request a call from one of our consultants. They'll take you through a few questions that will help determine what your needs are now and also what they might be in the future. Every call is confidential and there's no obligation or charge to you. We look forward to hearing from you.

I am covered by my company's group medical policy. Do I need further insurance?

The first thing to do is check what your company policy covers you for. Quite often this type of cover provides initial basic insurance that may not be sufficient to cover all your needs. How much and what type of cover you need will be dependent on your own individual circumstances. The best way to work out what’s right for you is to fill in our short “Contact us“ form and request a call from one of our consultants. They’ll take you through a few questions that will help you determine what your needs are now and also what they might be in the future, if you need to cover a partner or children for example. Every call is confidential and there’s no obligation or charge to you. We look forward to hearing from you.

Are pre-existing conditions covered?

Like most insurers, our policies don't generally cover pre-existing conditions. But we do recommend that you get in touch with one of our personal advisers to discuss your individual case. Fill in our "Contact us" form and one of our consultants will call you back at your convenience.

Am I insured when I'm travelling overseas?

All our policies have a worldwide coverage and so you can be confident that you're covered whenever you travel overseas.

Does your policy cover treatment of all types of health problems and diseases?

Our standard Group Policy provides comprehensive Medical coverage. However, as with all insurance providers, we have to take into consideration your individual circumstances. If you have a pre-existing condition, a congenital anomaly or special medical needs of another sort this may impact the cover you receive. If this is the case, your group policy will always detail the extent of cover, any specific exclusions and benefit maximums. You can always talk to one of our consultants, in confidence, if you are unsure about your cover. Fill in our short "Contact us" form and one of our experts will call you back at a time that suits you.

Can all my children be insured in the "family option"?

Of course! We make it possible for you to cover all your children who are between the ages of 6 months to 19 years. You can even add older children to your policy, up to the age of 23, if they are full-time students. To find out how our 'family option' might work for you, fill in our "Contact us" and one of our consultants will call you back to discuss your requirements.

Can I start an insurance policy for my spouse?

Yes. We offer a wide range of products to protect you and your family either at home or when out of the country. To see which option would be best for your individual situation get in touch with one of our consultants by filling in our short "Contact us" form.

If I take an individual insurance in addition to the group one, do I get any extra benefit?

Your Group Insurance benefits are specified and agreed between your employer (as Policyholder) and us. Your employer will be able to provide you with the details of your group policy. If you find your group Insurance doesn't cover the situations you need, you can talk to us about an Individual policy that has the extra benefits you want. If you'd like to talk to us about what Individual cover will best complement your Group cover, simply fill in our short "Contact us" form and one of our consultants will get back to you, in confidence and at no extra cost to you.

What are the criteria for eligibility for your group medical insurance?

As we provide corporate Medical insurance to your company, eligibility into the group is determined in conjunction with your employer. In almost all cases, your employer will extend cover to all employees who are actively at work. You may want to talk to your employer or your HR department directly to see what they can offer.

I am covered by my company's group medical policy. Do I need further insurance?

The first thing to do is check what your company policy covers you for. Quite often this type of cover provides initial basic insurance that may not be sufficient to cover all your needs. How much and what type of cover you need will be dependant on your own individual circumstances. The best way to work out what's right for you is to fill in our short "Contact us" form and request a call from one of our consultants. They'll take you through a few questions that will help you determine what your needs are now and also what they might be in the future, if you need to cover a partner of children for example. Every call is confidential and there's no obligation or charge to you. We look forward to hearing from you.

I work for a UK based company. We have our staff working in Egypt. Can I take a Group policy in UK to cover them or do I need to take one with your Egypt office?

According to local regulations, and in line with the introduction of mandatory health insurance in the region, you should take a policy from our local office in Egypt. If you would like to discuss this further please fill in our short "Contact us" form and one of our consultants will be happy to call you back and answer any questions you might have.

How long does it take to issue a MetLife Alico card for a new member?

We do our best to register new members as quickly as possible. Our standard turnaround time for issuing MetLife Alico cards, following enrolment, is five working days.

Does your policy cover treatment of all types of health problems and diseases?

Our standard Group Policy provides comprehensive Medical coverage. However, as with all insurance providers, we have to take into consideration your individual circumstances. If you have a pre-existing condition, a congenital anomaly or special medical needs of another sort this may impact the cover you receive. If this is a case, your group policy will always detail the extent of cover, any specific exclusions and benefit maximums. You can always talk to one of our advisers, in confidence, if you are unsure about your cover. Fill in our short "Contact us" form and one of our experts will call you back at a time that suits you.

Is it possible to consolidate medical costs related to more than one health problem in one claim form?

Yes. That's perfectly fine if you need to. Just make sure that when you file your claim, you have provided the details required for all the costs and our claims staff will ensure the correct split is achieved whilst processing your form.

What is the time limit that Group Policy members have to submit their claims forms?

We recommend that as a Group Policy member you notify us and submit your claims as soon as they are incurred. But we also realise that might not be possible, so we ask you to submit the claim form no later than 90 days from the date of expense.

What is the time period within which claims shall be reimbursed to members?

Once we receive all the relevant and completed documentation for a claim, we will process it within 14 working days. Quite often it takes less time than this.

Does your policy cover cost of medical treatment outside Egypt?

The geographical limit of our cover can be set at whatever area is appropriate for a specific company. We offer cover locally, regionally and on a worldwide basis depending on the need. It's important to check the extent of your cover, with your employer if you are thinking of travelling.

What are the requirements needed for members to receive treatment outside Egypt?

To cover treatments outside Egypt you should have the option to select 'Egypt geographical extension' to add to your basic policy. To cover treatments out side Egypt, the selected country of treatment should be included in the geographical scope of your policy.

Does your policy cover the cost of specified medical operations that are already pre-arranged through one of the healthcare centres outside Egypt?

We want to make our policy as relevant to our customers as possible, so we're happy to settle expenses for any benefits that have been approved through our pre-determination process, to providers outside the Egypt. In addition we have providers outside Egypt within our network for e.g in India and UK which can be utilized for direct billing Inpatient facility.

What is the maximum number of employee's dependants that can be enrolled in GMIS?

We don't set a limit as to the number of dependants that can be covered under our plans. You might find your employer has set a limit as they are the policyholder.

I have insurance provided by my employer. Can I add my family to this policy? Can I increase the cover of this policy?

The cover and benefits provided by your Group Insurance are agreed between your employer and us. If your employer has provided for family coverage then you can quite easily add your family to the policy. However, if your employer's policy with us does not include a family coverage or higher cover, but you wish to insure your family or increase cover, you could talk to one of our consultants for a more detailed plan of your requirements. The easiest way to get in touch with an adviser is to fill in the short "Contact us" form and let us call you at a time that's most convenient.

If I take an Individual insurance in addition to the group one, do I get any extra benefit?

Your Group Insurance benefits are specified and agreed between your employer (as Policyholder) and us. Your employer will be able to provide you with the details of your group policy. If you find your group Insurance doesn't cover the situations you need you can talk to us about an Individual policy that has the extra benefits you want. If you'd like to talk to us about what Individual cover will best complement your Group cover, simply fill in our short "Contact us" form and one of our consultants will get back to you, in confidence and at no extra cost to you.

How do I qualify for term life insurance?

The eligibility criteria for a product may vary depending on the type of policy you want to buy. So, to start with, you can visit our "Find our products" section to look at the range of products we offer and the eligibility criteria for each. Here, you'll get a good idea of what might be right for you and your family. You could then talk to one of our personal advisers for a more detailed plan to meet your specific requirements. The easiest way to get in touch with a consultant is to fill in the short "Contact us" form at the end of the "Find our products" section and let us call you at a time that's most convenient.

I want to buy insurance, but can I afford it?

If you're wondering about the cost of an insurance policy it's worth thinking about what would happen if you didn't have it. Who would provide for your family if you couldn't work? Would the mortgage continue to be paid? Would the cost of schooling for your children be covered? There are many levels of insurance you can choose and there's always the option of starting with what you can afford now and increasing your protection when you feel you can afford more. Think of it like protecting your whole income with just a small portion of it. Talking to one of our professional insurance consultants will give you a clearer idea of what your needs might be. You can request a call from one of them, at a time that suits you and at no cost by filling in our short "Contact us" form. We're always ready to help.

Life insurance seems to be a luxury. How can I justify the payments when I have other priorities to take care of?

Life insurance helps in protecting all your other priorities, like your family, your home and your income. So, life insurance is more of a necessity than a luxury. Life can be unexpected, and although it's never comfortable to think about the unpleasant things that may happen, it's better to know that there's some plan in place to cushion the blow. If you'd like to talk to one of our consultants about what sort of cover you might need you can fill in our "Contact us" form and they'll be in touch at a time that suits you. They'll be happy to answer any questions you might have.

How much disability income protection insurance coverage should I have?

This is a question that will be dependent on your own individual circumstances. Things like how many dependants you have, what payments you have to cover every month and of course your age makes a difference to just how much cover you'll need. It's worth remembering that any disability income protection plan will only replace a portion of your income. So, the best way to work out what's right for you is to fill in our short "Contact us" form and request a call from one of our consultants. They'll take you through a few questions that will help determine what your needs are now and also what they might be in the future. Every call is confidential and there's no obligation or charge to you. We look forward to hearing from you.

I am covered by my company's group medical policy. Do I need further insurance?

The first thing to do is check what your company policy covers you for. Quite often this type of cover provides initial basic insurance that may not be sufficient to cover all your needs. How much and what type of cover you need will be dependent on your own individual circumstances. The best way to work out what’s right for you is to fill in our short “Contact us“ form and request a call from one of our consultants. They’ll take you through a few questions that will help you determine what your needs are now and also what they might be in the future, if you need to cover a partner or children for example. Every call is confidential and there’s no obligation or charge to you. We look forward to hearing from you.

I want to take out life insurance, but where do I begin?

You've already started at the right place by coming to us. You'll need to now think about exactly what you need to cover if you can't be there. Gathering some personal financial information would be the next thing to do. Will your family stay in the same home, what outgoings do you have every month that need to be met and for how long? Will you need to cover schooling fees, transport costs, additional help at home? But remember, your situation will be unique, so to give us the best chance of helping you, you can fill in the short "Contact us" form and one of our consultants will call you at your convenience, at no cost and no obligation, to discuss your needs. It's worth remembering that the earlier you make the decision to insure yourself the more affordable it can be.

Can all my children be insured in the "family option"?

Of course! We make it possible for you to cover all your children who are between the ages of 6 months to 19 years. You can even add older children to your policy, up to the age of 23, if they are full-time students. To find out how our 'family option' might work for you, fill in our "Contact us" and one of our consultants will call you back to discuss your requirements.

Can I start an insurance policy for my spouse?

Yes. We offer a wide range of products to protect you and your family either at home or when out of the country. To see which option would be best for your individual situation get in touch with one of our consultants by filling in our short "Contact us" form.

If I take an Individual insurance in addition to the group one, do I get any extra benefit?

Your Group Insurance benefits are specified and agreed between your employer (as Policyholder) and us. Your employer will be able to provide you with the details of your group policy. If you find your group Insurance doesn't cover the situations you need you can talk to us about an Individual policy that has the extra benefits you want. If you'd like to talk to us about what Individual cover will best complement your Group cover, simply fill in our short "Contact us" form and one of our consultants will get back to you, in confidence and at no extra cost to you.

Does MetLife Alico have an office near me?

Yes we have offices and personal advisers (agents) all over Egypt and you can find the one closest to you by choosing the "Find our Offices" link within the "Who we are" section.

How are MetLife Alico personal advisers (agents) selected and trained?

Our advisers are very carefully selected for their professional expertise and their knowledge of all aspects of life insurance to meet a diverse range of customer needs. They all receive ongoing, comprehensive training to keep them up-to-date with what we can offer and how that can benefit our clients.

How can I purchase a product from MetLife Alico?

Our easy-to-navigate website will give you a thorough idea of exactly what life, accident and health insurance products we have to offer. You'll find a concise overview of every product and a further detailed explanation of exactly what the terms are and how they might benefit you. There are also scenarios which may help you decide what products suit your life situation. Then the very easy way to move on to buying the cover you need is to talk to one of our qualified consultants. You can get them to contact you by completing the short "Contact us" form at the end of the "Find our products" section.

Can I reduce my coverage?

You can reduce the amount of cover you have, subject to your policy terms and conditions. If you have your policy document handy, you could refer to that. Alternatively, all you need do is call us with your policy details and we can work with you to adjust your policy to your needs. If you'd like to talk to one of our service representatives about your plans and see if there is alternative they'll be happy to help. Call our Customer Service Hot Line 19798 to alter your policy or speak to your MetLife Alico consultant.

How do I update my personal details?

It's very easy and quick to update your details, it's also very important that you do this whenever something changes, so that your policy remains up-to-date. You can download and print a 'Change of Address' form from our "Find a Form" section and send it to the address listed, or you can simply fax the request to update your details to +202 2 461 9069. Don't forget to include your policy number when you write to us.

In what frequency can I pay my premiums?

Depending on the type of policy you own, you could pay your premiums monthly, quarterly, semi-annually or even annually. For some policies, you can make a one-off payment known as a single premium payment. You can choose the payment term that suits your situation and budget within the terms provided for each policy type.

Do I get an acknowledgement of any premiums paid?

Yes. For your records you will receive a deposit receipt as an acknowledgement of any payment made.

How often should I review my policy?

It's a good idea to review the cover you have on a regular basis, at least once a year. If things in your life are changing rapidly, you are getting married, moving home, expanding your business etc, you may need to check more often. In fact if you have a major change like getting married or having a baby, it's vital that you make sure your insurance covers your new situation. The easiest way to make sure you've still got adequate coverage is to talk to your MetLife Alico consultant. They'll take you through a few questions that will help you determine what your needs are now.

How do I make a medical claim?

To present a claim: Please submit all relevant medical reports, copies of investigations and original bills. All reports are required (copies are sufficient if originals are unavailable) but bills and receipts have to be original and stamped and detailed. Claims are adjudicated easier if there is sufficient documentation. If you have any questions about your claim or the process, please don't hesitate to call one of our customer service representatives at 19097.

Is there any time limitation to submitting my claim?

To make sure your claim is processed as quickly as possible, we do ask that you, or someone on your behalf, let us know of any claim you're making within 10 calendar days from the date that the incident occurred. We've tried to make the process as easy as possible so you can write, fax, call or email. Visit our claims section for a step-by-step guide to our claims process. Please make sure you check the process relating to your particular policy type, because the process and documentation required may vary.

Is it possible to consolidate medical costs related to more than one health problem in one claim form?

Yes. That's perfectly fine if you need to. Just make sure that when you file your claim, you have provided the details required for all the costs and our claims staff will ensure the correct split is achieved whilst processing your form.

What is the time limit that Group Policy members have to submit their claims forms?

We recommend that as a Group Policy member you notify us and submit your claims as soon as they are incurred. But we also realize that might not be possible, so we ask you to submit the claim form no later than in 90 days from the date of expense.

What is the time period within which claims shall be reimbursed to members?

Once we receive all the relevant and completed documentation for a claim, we will process it within 14 working days. Quite often it takes less time than this.

Where do I present my claim?

You can present your claim directly to us in a sealed envelope by a messenger or Courier. Please make sure that you address the Claims Department (above mentioned address). Another way is to send it to your HR department (insured or dependant).

How will I be re-imbursement (method of payment)?

Claims are refunded with a check either by the policyholder's name or by the employee's name. Please refer back to the employee's HR. Department for information on the payee name on the refund check.

How do I follow up on my claim?

You will receive an Explanation of Payment (*EOP) within 14 working days as a    reply of your claim. Whether it is paid or suspended for a missing document.
*Explanation of Payment is printed out developed for each claim showing its status paid, rejected or suspended for supporting document.
Please do not hesitate to contact MetLife Alico Customer Service Unit by e-mail or by phone (above mentioned contacts).