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About MetLife
How large is MetLife? Collapsed Expanded

MetLife Inc., through its affiliates and subsidiaries (“MetLife”) has helped generations of people around the world protect their finances, property, family and future. In the process, we have shown our commitment to safeguarding families, serving communities and strengthening society as a whole. We’re building a stronger and more agile company that can thrive in a variety of environments. We are transforming MetLife and embracing new opportunities that build on our expertise in asset management, employee benefits and financial protection. We are investing in innovation, partnering with startups, digitizing our business and equipping ourselves to compete in a changing world. At MetLife, we are working hard to build a more protected world. Covering a wide range of people with diverse insurance plans, we pride ourselves on our level of expertise and personal service. With ≈ 49,000 Employees & more than 150 Years of operation. MetLife Egypt is a part of the MetLife family, providing protection, savings and retirement solutions to 90 million customers in over 40 countries.

For how long has MetLife been in business? Collapsed Expanded

We’ve been providing quality life, accident and health cover for over 150 years across the world. In Egypt, MetLife was established in 1997 as the first multinational company in the Egyptian market to be issued an insurance license, and in the last 21 + years we have grown to serve over 270,000 customers.

Why should I choose MetLife? Collapsed Expanded

The extensive experience we’ve 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, simply complete and submit the "Contact us" form and one of our consultants will call you at your convenience.

What products and services does MetLife offer? Collapsed Expanded

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 dependents in the event of your death, life coverage with an investment potential, coverage for your children, critical illness insurance, mortgage protection, a range of medical plans and personal injury coverage. We also offer group insurance products & pension options through a variety of channels. Using our website, you'll find comprehensive details on all the products we offer. If you prefer to talk with us, simply fill in our short ‘Contact us form’ and one of our consultants will call you at your convenience. 

Does MetLife have an office near me? Collapsed Expanded

Yes. We have offices, personal advisers and agents all over Egypt. You can find the one closest to you by visiting ‘Find our Offices’ section under ‘Who we are’ on our website.

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

Our agents 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 offer and how we can benefit our clients.

How can I purchase a product from MetLife? Collapsed Expanded

Our easy-to-navigate website will give you a thorough idea of the 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 what the terms are exactly and how they might benefit you. 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.

Life insurance
I want to take out life insurance. Where do I begin? Collapsed Expanded

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.  

How do I qualify for term life insurance? Collapsed Expanded

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.  

How much life insurance do I need? Collapsed Expanded

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. 

Is there any cash value with the term policy? Collapsed Expanded

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? Collapsed Expanded

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. 

Why do I need life insurance – why now? Collapsed Expanded

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.

Accident & health insurance
How do I find the right health insurance? Collapsed Expanded

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.

How does Critical Illness insurance work? Collapsed Expanded

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.

How much disability income protection insurance coverage should I have? Collapsed Expanded

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. 

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

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).  

Are pre-existing conditions covered by health insurance? Collapsed Expanded

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.

Am I insured overseas? Collapsed Expanded

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

Am I covered for the treatment of all types of health problems and diseases? Collapsed Expanded

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.

Can I add all my children to my health insurance policy? Collapsed Expanded

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.

Can I take out an insurance policy for my spouse? Collapsed Expanded

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.

If I take out an individual insurance in addition to the MetLife group insurance provided by my company, do I get any extra benefit? Collapsed Expanded

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.

Insurance through your employer
What are the criteria for eligibility for your group medical insurance? Collapsed Expanded

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? Collapsed Expanded

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). 

We’re a UK based company and some of our staff work in Egypt. Can I take out a group policy in the UK to cover them or do I need to do that through the MetLife Egypt office? Collapsed Expanded

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.

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

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.

Does MetLife group policy cover treatment of all types of health problems and diseases? Collapsed Expanded

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.

Is it possible to combine several medical costs in one claim form? Collapsed Expanded

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.

What is the time limit for group policy members to submit their claims? Collapsed Expanded

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.

How long does it take to reimburse claims to members? Collapsed Expanded

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 group policy cover cost of medical treatment outside Egypt? Collapsed Expanded

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.

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

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.

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

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. 

What is the maximum number of dependents that employees can include? Collapsed Expanded

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.

I have insurance provided by my employer. Can I add my family to this policy or increase cover? Collapsed Expanded

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.

If I take out an individual insurance in addition to the MetLife group insurance provided by my company, do I get any extra benefit? Collapsed Expanded

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.

How do I manage my policy?
Can I increase my coverage? Collapsed Expanded

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. 

How do I update my personal details? Collapsed Expanded

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.

How often do I have to pay my premiums? Collapsed Expanded

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. 

Do I get an acknowledgement for my paid premiums? Collapsed Expanded

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

How often should I review my policy? Collapsed Expanded

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. 

How do I make a claim?
How do I make a claim? Collapsed Expanded

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.

Is there any time limitation to submit my claim? Collapsed Expanded

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.   

Is it possible to combine several medical costs in one claim form? Collapsed Expanded

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.

What is the time limit for group policy members to submit their claims? Collapsed Expanded

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.

How long does it take to reimburse claims to members? Collapsed Expanded

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? Collapsed Expanded

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, 6th 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).

Through which method of payment will I be reimbursed? Collapsed Expanded

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. 

How do I follow up on my claim? Collapsed Expanded

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. 

How do I pay a premium?
Your premium payments can be made conveniently using any of the following methods: Collapsed Expanded

1-    Wire Transfer

Our bank details are below:

Bank

Transfer details

Account Number

Citibank

EGP Account

410001004

USD Account

410001519

Misr Banque

Qasr Einy Branch USD Account

3810120000000841

Qasr Einy Branch EGP Account

3810001000002694

Nile Branch EGP Account

4610001000024928

CIB

EGP Account

100009318814

HSBC

USD Account

001044288125

EGP Account

001044288001

ONLINE BANKING

001044288920

Emirates NBD

USD Account

0499057817103

EGP Account

0499057817106

QNB

EGP Account

003-20310202761-71

Credit Agricole

EGP Account

00021100018304

ABC

EGP Account

1909610473010011


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.)
How do I send a complaint?
How do I send a complaint? Collapsed Expanded

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.