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Covid-19 _ Employee Benefits

You’re focused on health and well-being – for your customers, your employees and yourselves. So are we. We want you to know that we’re here for you and operationally prepared to handle all customer questions and service all claims in a timely manner.

What MetLife is doing for its Partners and Customers

MetLife has launched a comprehensive approach to streamline its business practices for partners & customers and provide additional support during this period.

  • For all new business and renewals, we are permitting customers to submit documents electronically in scanned format.
  • We continue to develop and distribute a broad spectrum of health & wellness communications and frequently asked questions documents, that can be used by our partners and customers.
  • We will be conducting our onboarding and general meetings through virtual tools.
  • We have activated our customer teams to support unique requests specific to onboarding, ID cards, myMetLife and eServices.

 

The global outbreak of the novel coronavirus may spark questions or concerns about the coverage and exclusions under MetLife’s Medical, Life Insurance and other related products. MetLife remains focused on protecting the wellbeing of our customers’ employees and we’re here to answer questions concerning coverage. 

For further enquiries about your policy, please refer to the below section:

Information about your Policy
Group Medical Collapsed Expanded

We are currently covering the treatment associated with Coronavirus (COVID-19). We are currently covering diagnostic testing based on medical necessity, healthcare services, and admission leading up to the diagnosis of COVID-19 and for care following the diagnosis of COVID-19 per the policy terms, conditions, and limits. Noting that preventive diagnostic testing and normal checkups are not covered. Should there be any change to our current position or based on regulator guidance or otherwise, we will update you at that time.

Group Life and Group Disability Collapsed Expanded

With regards to the declaration of the Coronavirus (Covid-19) as a pandemic by the World Health Organization (WHO), we want to inform you that our group life, accident, and disability policies do not contain exclusions for pandemic events and therefore death and or disabilities as a result of Coronavirus are covered under the general terms and conditions of the policy.

FAQs
What is the Coronavirus? Collapsed Expanded

As per the World Health Organization (WHO), coronaviruses are a large family of viruses that may cause illness in animals or humans. In humans, several coronaviruses are known to cause respiratory infections ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS) and Severe Acute Respiratory Syndrome (SARS). The most recently discovered coronavirus causes the disease COVID-19. 

What is COVID-19? Collapsed Expanded

As per the WHO COVID-19 is the infectious disease caused by the most recently discovered Coronavirus. This new virus and disease were unknown before the outbreak began in Wuhan, China, in December 2019.

What are the Symptoms of Coronavirus (COVID-19)? Collapsed Expanded

The most common symptoms of Coronavirus (COVID-19) are:

  • Fever
  • Tiredness
  • Dry cough
  • Shortness of breath and difficulty breathing (in severe cases) 

People with fever, cough, and difficulty breathing should seek medical attention.
The Centers for Disease Control & Prevention (CDC) believes at this time that symptoms of Coronavirus (COVID-19) may appear in as few as two days or as long as 14 days after exposure.

Useful information links:

What if I suspect I am infected with COVID-19 or have been in contact with someone who has tested positive? Collapsed Expanded

Members with symptoms should visit an authorized medical facility or contact the local health authorities. The Doctor will assess and decide if the member needs to be tested for COVID-19 as per protocols established by the local regulator. As the situation is continuously changing, we advise you to check regularly information from the local government.

While the NSSF offices are closed, coverage is still granted as per the memo shared in the email. As such, MetLife will still be covering the Co-NSSF per regular guidelines.

How do I reimburse claims? Collapsed Expanded

Kindly ensure you rely upon our medical network for online direct approval. In extreme cases whereby you must refer to outside network medical providers please send us a scanned copy of the related documents to lebclaims@metlife.com and provide original hard copies later on in the future.

What happens to my coverage view National Social Security Fund (NSSF) closure? Collapsed Expanded

If you are covered Co-NSSF, coverage will remain the same as per NSSF memorandum(Download here). If you are covered Co-Nil, there is no impact on your coverage.

Who can I contact for support? Collapsed Expanded

-          Claims Department:

Email ID: lebclaims@metlife.com

Hotlines: 70-88 80 89 or 81-99 02 91

-          For Claims Support:

Mrs. Lina Chami: Leading Claims Expert – Medical

  • Email ID: lina.chami@metlife.com   
  • Phone number: T. +961 1 753111 ext. 1625
  • For Urgent assistance: Mobile: 70-88 80 89

-          For Claims Reimbursements:

Mrs. Maha Houmani: Leading Claims Reimbursements

For further details to make a claim. 

 

-          For Portfolio Management:

Mrs. Eline Abi Frem: E.B. Portfolio executive

 

-          For Providers Network:

 Please refer to the attached excel file in the email.

-          To contact National Social Security Fund (NSSF)

Hotline : #2424

WhatsApp: 71-72 42 44

-         For new business or quotation enquiries

Mr. Bahaa Berjawi- EB Sales Manager

What is MetLife’s business continuity plan in the event of a lockdown, or multiple staff quarantined? Collapsed Expanded

MetLife has launched a comprehensive approach to assess business readiness across all critical functions, and this includes operational readiness, employee mobility, infrastructure resiliency, and information security. We remain committed to ensuring our customers get the service they expect and the timely handling of claims.

To achieve this, we are:

  • Activating our business continuity planning to assess readiness throughout the enterprise 
  • Conducting a review of end to end plans and interdependencies
  • Stress testing critical processes and systems including information technology and security
  • Determining alternate solutions for all critical processes, including resources and technology
  • Testing employee mobility and connectivity by enacting elements of our business continuity plan in a controlled environment
  • Scenario planning for a high number of resources being out due to illness and countermeasures and supplemental staffing should this situation arise

Additionally, MetLife is prepared to handle a shift to a remote workforce, with the majority of our team already equipped to work remotely and securely.

Sources:

1 https://www.who.int/emergencies/diseases/novel-coronavirus-2019
2 MetLife USA https://www.metlife.com/COVID-19_US_Customer/?utm_source=LINKEDIN_COMPANY&utm_medium=metlife&utm_ campaign=Brand+Marketing