FAQs

You've started at the right place by coming to us. Now you have to think about exactly what you need us to cover in case you can't be there. Gathering some personal financial information would be the best way to do it. For instance, will your family stay in the same home? What monthly expenses have to be met? And for how long? Will you need us to cover schooling fees, transport costs, additional help at home? Remember, everyone goes through unique life circumstances. To help us help you in the best way possible, please fill in the short ‘Contact us form’ and one of our consultants will call you at your convenience to discuss your needs.  

Your eligibility may vary depending on the type of policy you’re interested in. To start with, you can look at the range of products we offer and the eligibility criteria for each. Plus, you'll get a good idea of what might be right for you and your family. You can then talk with one of our personal advisers for a more detailed plan that meets your specific needs. Simply fill in the short ‘Contact us form’ and one of our consultants will call you at your convenience.  

This is a question that will be dependent on your own individual circumstances. Things like how many dependents 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 one of our consultants will call you at your convenience. They'll take you through a few questions that will help determine what your needs are now and what they might be in the future. 

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 helps protect all your other priorities, like your family, your home and your income. This makes life insurance more of a necessity than a luxury. Life can be unexpected, and although we understand you don’t like to think about unpleasant things that may happen, it's always better to have a plan B. If you'd like to talk with one of our consultants about what sort of cover you might need, fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience. 

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, fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

Look at the range of products we offer and the different features of each to decide on the right plan for your specific needs. If you need help deciding, fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

Critical illness insurance provides a lump-sum amount if you are diagnosed with any of the illnesses covered by your policy. At MetLife, we cover up to 31 different illnesses, from cancer to coronary conditions, giving you access to cutting-edge medical services, as well as financial benefits to help you maintain your commitments, independence and lifestyle. If you’d like to discuss a plan specific to your condition, fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

This is a question that will be dependent on your own individual circumstances. Things like how many dependents 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 one of our consultants will call you at your convenience. They'll take you through a few questions that will help determine what your needs are now and what they might be in the future. 

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 find out what’s right for you is to fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience. They’ll take you through a few questions that will help determine what your needs are now and what they might be in the future. (i.e. if you need to cover a partner or children).  

Our policies don't cover pre-existing conditions. But we do recommend that you get in touch with one of our consultants to discuss your individual case. Simply fill in our short ‘Contact us form’ and one of our advisors will call you at your convenience.

All our policies include worldwide coverage, so you can be confident that you're covered whenever you go.

Our standard policy provides comprehensive medical coverage. However, we have to take into consideration your individual needs. If you have a pre-existing condition, a congenital anomaly or other special medical needs, this may impact the cover you receive. If this is the case, your policy will detail the extent of cover, specific exclusions and benefit maximums. You can always talk with one of our consultants if you are unsure about your cover. Simply fill in our short ‘Contact us form’ and one of our advisors will call you at your convenience.

It’s possible to cover all your children who are between the ages of 6 months to 19 years old. 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 this option might work for you, simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience to discuss your requirements.

We offer a wide range of products to protect you and your family, even when abroad. To see which option would be best for you, simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

Your group insurance benefits are specified and agreed between your employer and us. Your employer will be able to provide you with the details of your group policy. If you find that your group insurance doesn't cover your specific needs, you can always talk with us about an individual plan that has all the extra benefits you want. Simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

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.

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 find out what’s right for you is to fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience. They’ll take you through a few questions that will help determine what your needs are now and what they might be in the future (i.e. if you need to cover a partner or children). 

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

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

Our standard group policy provides comprehensive medical coverage. However, we have to take into consideration individual needs. If you have employees with pre-existing conditions, a congenital anomaly or any other special medical needs, this may impact the cover they receive. If this is the case, your group policy will detail the extent of cover, specific exclusions and benefit maximums. You can always talk with one of our consultants if you are unsure about your cover. Simply fill in our short ‘Contact us form’ and one of our advisors will call you at your convenience.

Yes. That's perfectly fine if you need to. Just make to provide the details of all costs and our claims staff will ensure the correct split is achieved while processing your form.

We recommend group policy members to submit their claims as soon as they are incurred. But we understand that sometimes it might not be possible. That’s why we ask members to submit their claims no later than 90 days from the date of expense.

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.

The geographical limit of our cover can be set at whatever area is appropriate for your company’s needs – locally, regionally or worldwide. It's important to check the extent of your cover with your employer if you are thinking of traveling.

First, you should include specific geographic coverage to your policy through the regional or worldwide options. Second, the selected country of treatment should be included in the geographical scope of your policy.

We want to make our policy as beneficial to our customers as possible, so we're happy to settle expenses that have been approved through our pre-determination process to providers outside Egypt. 

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

The cover and benefits provided by your group insurance are agreed between your employer and us. If your employer has included family coverage then you can quite easily add your family to the policy. However, if your employer's policy with us does not include family or higher cover, but you wish to, you can talk directly with us for a more detailed plan of your requirements. Simply fill in our short ‘Contact us form’ and one of our personal advisors will call you at your convenience.

Your group insurance benefits are specified and agreed between your employer and us. Your employer will be able to provide you with the details of your group policy. If you find that your group insurance doesn't cover your specific needs, you can always talk with us about an individual plan that has all the extra benefits you want. Simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience.

You can reduce  or increase  the amount of cover you have, subject to your policy’s terms and conditions. If you have your policy document on hand, please refer to it. Alternatively, you can call our customer service hotline on 19798 and we can work together to adjust your policy to your needs. 

It's easy and quick. It's also very important you do so whenever something changes, so we can keep your policy up-to-date. Simply download and print the 'Change of Address' form available on our ‘Find a Form’ section on our website and send it to the listed address. Alternatively, you can fax the request to update your details to +202 2 461 9069 or send it as a scanned copy to the e-mail address Clientsupport-Egypt@metlife.com . Don't forget to include your policy number.

Depending on the type of policy you have, you could pay your premiums annually, semi-annually, quarterly, or even monthly. 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 needs and budget within the terms provided for each policy type. 

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

It's a good idea to review the cover you have on a regular basis, at least once a year. If you’re going through life changes, for instance getting married, having a baby or expanding your business, you may need to check more often to make sure your insurance covers your new situation. The best way to make sure you still have adequate cover is to talk with us. Simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience. They'll take you through a few questions that will help you determine what the insurance you need now. 

You have to submit all relevant medical reports, copies of investigations and original bills. Copies are sufficient if originals are unavailable, but bills and receipts have to be original, stamped and detailed. Claims are settled easier when there is sufficient documentation. If you have any questions about your claim or its process, please don't hesitate to call one of our customer service representatives on 19097.

To make sure your claim is processed as quickly as possible, you or someone on your behalf, have to let us know of any claim you're making within 10 calendar days from the date that the incident. We've made the process as simple as possible but please double check that you are following the right procedure as it can slightly vary from one policy to another. Visit the step-by-step guide on the ‘Make a Claim’ section on our website.   

Yes. That's perfectly fine if you need to. Just make to provide the details of all costs and our claims staff will ensure the correct split is achieved while processing your form.

We recommend group policy members to submit their claims as soon as they are incurred. But we understand that sometimes it might not be possible. That’s why we ask members to submit their claims no later than 90 days from the date of expense.

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.

You can present your claim directly to us in a sealed envelope by a messenger or Courier to the following address: MetLife, 75, Road 90, 6^th floor, New Cairo, Cairo, Egypt. Please make sure that you address the Claims Department. Another way is to send it to your HR department (insured or dependent).

Claims are refunded by cheque either under the policyholder's name or the employee's name. Please check with your HR department for more information. 

You will receive an Explanation of Payment (EOP) within 14 working days of submitting your claim, notifying you whether it has been paid or is suspended because of a missing document. Please do not hesitate to contact one of our customer service representatives for further information on 19097. 

1-    Wire Transfer

Our bank details are below:

Once the transfer is complete, please send a copy of the transfer slip to Fax# 0224619069. Don’t forget to provide the policy number for the premium payment! We will send you a copy of your receipt. 

2- Via MetLife Collectors

By calling the hotline 19798, an appointment can be set for the authorized MetLife collector to visit you for premium collection.

3- Cash Payment

To make a cash payment, visit one of our offices.

Things to keep in mind

• Always save a copy of your receipt for future references 
• Only make payments to an authorized MetLife representative (please Check the Collector MetLife ID)

4- Direct Debit from your credit card:

You should sign an irrevocable “Direct Debit Mandate” form, including basic information concerning your credit card which will allow us to deduct from your credit card account the premium due whenever it is due. It worth noting that MetLife Egypt is a PCI certified.

5- Direct Debit from your Bank Account:

You should sign an irrevocable “Direct Debit Mandate” form, including basic information concerning your bank account (Saving or Current) which will allow us to deduct from your bank account the premium due whenever it is due.

6- Fawry’s services / e-payments:

On the premium due date, you may call Fawry’s hotline and ask them for the nearest service provider/merchant. Once you are there (Having your ID# - Policy owner ID#- ) you may enjoy any of the below payment channels:

• Banks Network
  23 bank network has a roadmap to activate all its channels gradually such as (Internet, Mobile, IVR & wallets, Branch, ATMs) and it will be availed to MetLife Egypt clients without any additional efforts

• Retail Network
  o    Fawry's retail network are 60,000 retailers in all Egypt’s governorates from (Super Markets & Pharmacies).
  o    Fawry has a roadmap to expand the Credit Card enabled outlets to reach all of their outlets.

• Mobile Wallets
  o    Fawry payment services can be done now through the electronic wallets on any smart phone
  o    Fawry services is now available in the following wallets (Vodafone Cash – MobiCash – Etisalat Flous – Phone Cash”Al-Ahly Bank” – Smart Wallet”CIB Bank”- Alex Bank – Egypt bank) as the customer can use Fawry services on this wallets and the amount will be deducted from the wallet credit

• Post Offices
  Fawry payment services are offered in 2500 digitalized Post Office where MetLife customers are allowed to pay their Insurance premiums in cash

•  Fawry Plus:
  You may visit any of Fawry Plus out lets and enjoy their payment service (Cash, Credit or Debit Cards, wallet payments, .  . .etc.)

If you have a complaint, concern or even a recommendation, MetLife Egypt is always considering the Voice of customers that is why we initiated this e-mail address (Serveme-egypt@metlife.com) all what you want to share.