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Make a Claim

We understand that making a claim can be distressing at a time when you have a lot on your mind. So we’ve tried to make the process as straightforward as possible with this step-by-step guide.

1. Notify us about any claim you’re making within 10 calendar days from the date that the incident occurred. You can write, fax, call or email.


Write to:
The Claims Department
MetLife 
JM Plaza Bldg., Concorde Sq.,
Verdun, Beirut,
Lebanon

Call us at +961 1 756 156
Fax us at +961 1 347706  
E-mail us : claims.lebanon@metlife.com

If you wish to notify us on the death of an insured person, please refer to the death claim in point 2 below for details on notification procedure.


2. Send all the documents related to your claim to us within 30 calendar days from the date you recover.

Select the claim type below to find which documents are required to support your claim.

If the claim is due to:

Sickness or Accident

And you hold a policy with Surgical, Accident Medical Reimbursement, Medical Expenses Coverage

  • Claim form (CL-13) to be completed and signed by insured and Treating Physician.
  • A Detailed medical report. This must be completed and signed by you and your treating physician.
  • Your original hospital bill and emergency ambulance bill (if applicable).
  • Your original hospital receipt. (This is the proof of payment based on the bill issued).
  • A copy of your medical report detailing your ailment or accident and the date it started/happened.
  • A copy of all relevant X-Rays / Echography / MRIs and reports.These should show your name and the date they were taken.
  • A copy of all lab tests and reports related to this incident.
  • A copy of the Police Report (if your claim relates to an accident).
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).

Death Claim

  • A notification of the death of the policyholder. This must include the full name of the Insured (including father’s name), policy number, date of death, cause of death, and any other information that may be relevant to this claim, for example, names of hospitals and doctors involved.
  • Claimant’s Statement (Form CL-39). Each beneficiary should complete a separate claimant’s statement. In the case of minor beneficiaries, the guardian must sign the claimant’s statement on their behalf. Each form must be signed in front of the MetLife Claims Manager.
  • Claim form CL-40. This form should be completed by the Physician who treated the insured during their last illness.
  • A detailed medical report.
  • A copy of the passport of the deceased and copies of passports or ID Cards of the beneficiaries.
  • The original Death Certificate.
  • The Original Guardianship / Tutorship Certificate issued by court and specifying the powers given to the guardian or tutor whenever there are minors among the beneficiaries. The claim can only be paid to the guardian or tutor entitled by law or order of court to “cash proceeds and give valid discharge”.
  • The Original Succession Certificate. This is required in cases where the names of the beneficiaries are not specified or when beneficiaries are mentioned as “legal heirs”.
  • The Original Policy Document. The Terms and Conditions, after the death of the Insured, state that the contract terminates and policy contract must be returned to us.
  • A copy of the Police Report (if death was a result of accident or murder or whenever a report is made specifically in connection with a certain death).
  • The Post Mortem / Autopsy or Coroner’s Report.
  • The exact addresses and telephone numbers of all beneficiaries.
  • Newspaper clipping (if applicable).

Additionally if the deceased was a group policy holder:

  • A Letter from employer stating the date of last day the deceased reported to their office on a full time basis as well as the date when the deceased’s contract was ended by the company.
  • A Salary slip showing the last monthly basic salary drawn by late Insured.


MetLife reserves the right to ask for further documents, when it deems necessary.

Accident

And you hold a policy with Accident Income or Weekly Income Coverage

  • A Detailed medical report (Preliminary Report Form CL-1) should be provided with claim notification, only if disability is expected to surpass 6 weeks.
  • Claim form CL-2 (Final Proof of Loss) should follow the detail medical report at the end of disability period or should be provided if your disability period is not to exceed 6 weeks. 
  • If disability is expected to surpass 6 weeks, a Form CL-1(Preliminary Report) is required at the initial stages of the claim, to be followed by the CL-2(F.P.O.L) at the end of the disability period.
  • Claim form CL-3 (Employer’s Statement) to be submitted at the end of the disability period.
  • A copy of all relevant X-Rays / Lab Test and reports. These should show your name and the date they were taken.
  • A copy of the School Certificate (if you are entitled to Student Tuition Benefit).
  • A copy of the Police Report (if applicable).
  • A copy of your Attending Physician’s Statement (APS) or the medical report detailing the nature and date of the accident.
  • A copy of your passport showing dates of exit and entry (if the incident occurred outside your country of residence).

Hospitalisation

And you hold In-hospital Income, Rock, In-hospital Income & Surgical) Policy

  • Claim form (CL-13) to be completed and signed by insured and Treating Physician.
  • A copy of your Attending Physician’s Statement (APS) or a medical report detailing the nature and date of the onset of the ailment / accident as well as the nature of the surgery.
  • A certified copy of your hospital bill or a discharge summary to determine the number of days spent in hospital.
  • In certain cases, we may request a copy of all the relevant medical reports. These should show your name and the date they were written.
  • A copy of the Police Report (if your claim relates to an accident).

 

Permanent Disability

Total or Partial / Dismemberment

  • Claim form CL-41 for Total disability. This must be completed and signed by you and your treating physician.
  • A copy of all relevant X-Rays / Lab Test and reports. These should show your name and the date they were taken.
  • A copy of your Attending Physician’s Statement (APS) or the medical report detailing the nature and date of the accident.
  • Regular medical reports providing status on the disability (if you are eligible for waved premium benefit). In certain cases, we may also need you to attend a medical examination or provide more details requested through a doctor or a medical committee. If this applies in your case, we will let you know.
  • A copy of the Police Report (if your claim relates to an accident).

Recovery Benefit Plan / Critical Illness Coverage

  • A Recovery Benefit Plan claim form (CL42).
  • A copy of your Attending Physician’s Statement (APS) or a medical report detailing the nature and date of the onset of the ailment as well as a history of risk factors (your APS will advise on these).
  • A copy of your medical report.
  • A copy of all relevant Pathology reports/ Lab tests / X-Rays / MRIs or CT Scans. These should show your name and the date they were taken.
  • In certain cases, we may request a copy of other documents. If this applies in your case, we will let you know.

Travel Claims

Emergency Evacuation

  • An In-Hospital claim form (CL-13) that must be completed and signed by you.
  • A copy of your detailed medical report.
  • A copy of your passport showing dates of exit and entry.
  • Your original bills and receipts related to this claim.
  • A copy of the Police report, if applicable.
  • A copy of all relevant X-Rays / MRI/CT and reports. These should show your name and the date they were taken.

Repatriation of Remains

  • Claimant’s Statement (Form CL-39). Each beneficiary should complete a separate claimant’s statement.
  • Claim form CL-40. This form should be completed by the Physician who treated the Insured during their last illness.
  • A detailed medical report related to this claim.
  • The Original Death Certificate.
  • A copy of the passport of the deceased and copies of passports or ID Cards of the beneficiaries.
  • The Original bills / receipts related to this claim.

Process for admission to hospitals in Lebanon

Normal Case (Cold Case)

Scenario I: Admission to a hospital within the Network

  1. Patient sends attending physician statement by fax or email to MetLife claims department preferably 24 hours before hospital admission
  2. MetLife claims department sends referral letter to the hospital to cover the treatment

Scenario II: Admission to a hospital outside the Network

  1. The patient should inform MetLife before admission
  2. The patient pays the bill and leaves the hospital
  3. The patient submits the bill along with all needed documents and gets reimbursed within a maximum of 14 days. The bills would be audited with respect to MetLife tariff.

Emergency

Scenario I: Admission to a hospital within the Network

  1. The patient submits his MetLife Card and ID
  2. Informs MetLife within 48 working hours if there is a hospital confinement following ER

Scenario II: Admission to a hospital outside the Network

  1. The patient pays the bill and leaves the hospital
  2. The patient submits the bill along with all needed documents and gets reimbursed within 14 days. The bills would be audited with respect to MetLife tariff.

Process for Out-Patient services in Lebanon

Ambulatory Services

Scenario I: Admission to a Center within the Network

  1. The patient sends the attending physician statement by fax or e-mail to MetLife's claims department.A prior notification would be preferable
  2. MetLife claims department sends a referral letter to the center
  3. The patient pays the excess deductible if any 

Scenario II: Admission to a center outside the Network

  1. The patient pays the bill and leaves the center
  2. The patient submits the bill along with all needed documents and gets reimbursed within a maximum of 14 days. The bills would be audited with respect to MetLife tariff.

Prescribed Medicines

Scenario I: From a Pharmacy within the Network

  1. The patient submits the prescription and his MetLife card and receives the needed medicines. 
  2. The empty boxes and all related documents should be left in the pharmacy
  3. The patient pays the excess deductible if any.

Scenario II: Admission to a Pharmacy outside the Network

  1. The patient pays the bill 
  2. The patient submits the bill and gets reimbursed within a maximum of 14 days. The bills would be audited with respect to MetLife tariff.

Doctors’ Visits

  1. The patient visits the Doctor’s clinic
  2. The patient pays the bill and leaves the clinic
  3. The patient submits the bill and gets reimbursed within a maximum of 14 days. The bills would be audited with respect to MetLife tariff

3. Please make sure that all the documents related to your claim are written in either English or Arabic. If any documents are in another language – if you had an accident overseas, for example – they should be translated by an official public translator before you send them to us.

4. To help us process your claim as quickly as possible, we ask you to follow the above steps carefully. Otherwise your claim could be delayed or potentially rejected. In certain cases, we may also need you to attend a medical examination before we can complete your claim. If this applies in your case, we will let you know.


5. After a Claim is paid, it is very important that within 15 days you or your beneficiaries return the claim receipt to us, as we are legally required to store this document in our records.

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