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 cover for over 85 years across the world. In the UAE we started our first operations in 1962 as the first company to be issued an insurance license and in the last 47 years we have grown to serve over 100,000 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 personal 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 personal 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 personal 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 consultants for a more detailed plan to meet your specific requirements. The easiest way to get in touch with a personal 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 personal 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 personal 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 consultants. 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 an 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 any of the listed 32 illnesses. Critical illness insurance provides a lump-sum amount if you are diagnosed with any of the illnesses covered by your policy. You can benefit from access to cutting-edge medical services and having the money to meet 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 qualified personal 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 qualified personal 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 consultants 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 personal 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 personal 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 personal 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 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 qualified personal 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 work for a UK based company. We have our staff working in UAE. Can I take a Group policy in UK to cover them or do I need to take one with your UAE 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 UAE. If you would like to discuss this further please fill in our short "Contact us" form and one of our qualified personal consultants will be happy to call you back and answer any questions you might have.

How long does it take to issue an 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 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.

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 UAE?

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 UAE?

To cover treatments outside UAE you should have the option to select 'UAE geographical extension' to add to your basic policy. To cover treatments out side UAE, 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 UAE?

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 UAE. In addition we have providers outside UAE within our network for e.g in India and UK which can be utilized for direct billing In-patient 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 personal consultants for a more detailed plan of your requirements. The easiest way to get in touch with a consultant 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 personal 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 consultants for a more detailed plan to meet your specific requirements. The easiest way to get in touch with a personal 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 personal 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 qualified personal 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 qualified personal 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 personal 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 personal 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 personal 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 personal 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 consultants (agents) all over UAE and the Gulf 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 consultants (agents) selected and trained?

Our consultants 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 personal 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 an alternative they'll be happy to help. Call our Customer Service on 800-25426 or +971-6-5662566 from outside the UAE  to alter your policy or speak to your MetLife Alico personal 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 personal details' 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 00971 6 5560919 / 5564197. 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.

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 cover is to talk to your MetLife Alico personal consultants. They'll take you through a few questions that will help you determine what your needs are now.

How do I make a claim?

You'll find all the information on making a claim in our Claims section under "Support Center". We've tried to make the process as simple as possible but do just check that you are following the right procedure for your policy as the process and the documentation required can be slightly different. If you have any questions about your claim or the process, please don't hesitate to call one of our customer service representatives toll free in the U.A.E. at 800-ALICO (25426) or at +971 6 556 2566 from outside the U.A.E.

I would like to make a claim but cannot find the policy documents. What should I do to ensure that my claim is processed?

To help us locate your documents, please provide us with:
 

• Name of the insured as it shows on the passport that has been shared with us
• Name of the Agency or Agent that sold the policy
• In case of group policy, Name of policyholder (Company Name)
• And any additional information you feel may be useful for us to retrieve your policy details

 

Once we retrieve your policy details, we will provide you with the missing information so that you can submit all relevant documents.  
To get the list of the required documents, please click here

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.

How can I get help registering?

You can

1. Write to us requesting for a password by using the "Contact us" option on our website or
   
2. Speak to one of our Customer Service Professionals by calling 800 25426 from UAE or +971 6 556 2566 if you are outside the UAE orFax us a signed request at +971 6 556 2577 or
   
3. Email us at service-gulf@metlifealico.com or
   
4. Drop us a line: Customer Care, MetLife Alico, Crescent Tower Bldg, 15th Floor, P.O. Box 5984, Sharjah - UAE  

No matter how you get in touch with us, do remember that we will need

1. The policy number(s) against which you wish to receive the password. If you have more than one policy with us, please provide all your policy numbers
   
2. Your contact phone number for us to conduct our verification call before issuing your password
   

The password mailer will be sent to the email address we have on our records within 1 day after completion of our verification call.

What information should I have handy to register online?

For registering with myMetLife Alico, you will need to provide:

1. Your policy Number

2. The password that MetLife Alico has issued to you for that particular policy. You will find this in the password mailer

Once we verify your details using this information, you can create your own login by providing your email address and a new password.

If you own multiple policies, you can register using any one of them and then link your other policies to the same login ID (e-mail) and password by using the 'Link policy' option in myMetLife Alico.

What services and features are available after I register?

For most policy types, once you've registered your policies with myMetLife Alico, you'll have access to the following features:

1. View your policy and rider information
2. Pay your premiums
3. View your payment history
4. View information on underlying Funds
5. Change your address, e-mail and phone number
6. View the process to file a claim
7. Report a claim
8. Download forms related to your policies
9. Link and unlink policies to your login ID
10. View our contact information
11. Change your login ID and password

Can I register over the phone?

Currently we do not offer the facility to register over the phone.

What types of policies can I register?

Currently, you can register all active and valid Individual life policies as well as Accident and Health policies issued to you by MetLife Alico. You will not be able to register any MetLife Alico policy that has been issued to you through your employer.

How many policies can I register?

You can register as many policies as you have. You can also register with one policy and chose to link all your other policies to the same login ID (e-mail) and password by using our "Link Policy" option. You can link as many policies as you want using this facility.

What if I have not received my password?

If you have not received your password mailer, you can do one of the following

1. Write to us using the "Contact us" option on our website.
2. Speak to one of our Customer Service Professionals by calling 800 25426 from UAE or +971 6 556 2566 if you are outside the UAE
3. Fax us at +971 6 556 2577
4. Email us at service-gulf@metlifealico.com
5. Or drop us a line: Customer Care, MetLife Alico, Crescent Tower Bldg, 15th Floor, P.O. Box 5984, Sharjah - UAE

Do remember that we will need

1. The policy number(s) against which you wish to receive the password. If you have more than one policy with us, please provide all your policy numbers
   
2. Your contact phone number for us to conduct our verification call before issuing your password
   

The password mailer will be sent to the email address we have on our records within 1 day after completion of our verification call.

I'm having trouble selecting a password. What should I do?

First, make sure you've selected a password that is of a length between 8 and 13, is alphanumeric (A-Z, a-z, 0-9), begins and ends with an alphabet and contains at least two numbers. If you still have trouble, write to us using the "Contact us" option on our website and we will contact you to help you with the registration process.

Why does my password have to contain both letters and numbers?

By having a combination of letters and numbers you increase the security of your password and minimize the chance of someone guessing it or figuring it out.

Why can't I register my policy?

There are several reasons why you may not be able to register your policy:

1. You may have incorrectly entered your policy number. In this case you may want to double-check your policy number(s) using your bill or policy document.

2. There may be a mismatch between the policy number and password. You can verify that by matching the last 4 policy digits against the 4 digits provided in the password mailer

3. The policy you want to access may not be available for online registration (e.g., Medical policy issued by your employer).

4. You may have attempted to register a life policy or accident and health policy which is no longer active or valid.

If you're having difficulty - whatever the reason - feel free to call us at 800 25426 from UAE or +971 6 556 2566 if you are outside the UAE

What is e-Payments?

e-Payment is a facility that we offer to our Policy holders in the UAE whereby they can log into myMetLife Alico and securely pay their premiums using a Debit or Credit Card, from anywhere.

Who can pay using this facility ?

All individual customers who have purchased a policy from us through a MetLife Alico Agent or a partnering Bank and have access to myMetLife Alico can avail of this service.

Which Policy can be paid through e-Payment?

• Life and Accident & Health Policies purchased through an agent (USD and Local Currency)
• Life Policies purchased through our partner banks (USD)
  

 

Besides my premium, can I make any other payments i.e. Loan Repayment, excess premium etc. ?

Currently, you can only pay your billed premium when it is due. 

Can I set up a request to pay regularly using my card ?

Currently, we do not store your card information, so you cannot set up a regular payment.

I want to cancel my registration. Whom can I contact?

You can call us at 800 25426 from UAE or +971 6 556 2566 if you are outside the UAE to cancel your registration.

If I cancel my registration, will my policy also be canceled?

No, your policy will not be canceled if you decide to cancel your registration.

What is “e-Services”?

e-Services is a state of the art online portal that will allow policy owners of Group Policies and Brokers who distribute MetLife Alico Group Policies to view and manage their policies.

What type of services does e-services provide?

e-Services allows policy owners of Group Policies and Brokers who distribute MetLife Alico Group Policies to:

• Conduct Portfolio enquiries including member and dependent details
• Maintain member details
• View coverage details
• View claims summary
• Conduct Provider search
• Conduct billing inquiry
• Download Reports & Forms

 

What are the system requirements for accessing e-Services?

The Minimum system requirements for e-services are:

• Internet Explorer version 7 or higher
• Pop-up blocker  to be disabled

Note: Please ensure that www.metlifealico.ae is added to the compatibility view settings on the browser. To do that please click on Tools, select compatibility view settings and add www.metlifealico.ae.

Who should I contact for inquiries or clarifications?

For any inquiries or clarifications, you can send us an email to:

e-Servicescorp.gulf@metlifealico.com

Is e-Services a secure online portal?

Yes. The data is secured using a 128 bit encryption using SSL (Secured Socket Layer)

My Account is Blocked, how can I re-activate it?

To unlock your account, please mail us at:

e-Servicescorp.gulf@metlifealico.com

I am having trouble selecting a password. What should I do?

There are guidelines to follow for creating a password. These guidelines are available in the “Password Change Screen”. If you are still facing difficulties in creating a password, please email us at:

e-Servicescorp.gulf@metlifealico.com 

I am unable to login, why?

There are several reasons why you may not be able to login:

• You may have incorrectly entered your username. In this case you need to double-check your username against the confirmation email you received when your account was set-up.
• There may be a mismatch between the username and password.
• Your account is locked.

If you are facing difficulties in login  please send us an email at:

e-Servicescorp.gulf@metlifealico.com

Not all my policies are appearing in my profile, how can I add more policies?

Only Active Policies mapped under your code will be viewable. If Active policies are still not reflecting,  please contact your MetLife Alico consultant or send us an email at e-servicescorp.gulf@metlifealico.com

I want to cancel my access. Who do I contact?

To cancel your access, please email us at:

e-Servicescorp.gulf@metlifealico.com

If I cancel my e-Services access, will my policy be also canceled?

No, your policy will not be canceled if you decide to cancel your  e-Services access.

I have done a wrong transaction, how can I cancel it?

If you want to cancel a transaction, please contact your Policy Administrator in MetLife Alico.

The system signed me out automatically. Why?

If your page remains inactive for 30 minutes, e-Services will automatically sign you out as a security measure... As with many secured web applications, e-Services provides this feature in order to ensure your data is secured and protected from potential access by an unauthorized individual.

Can I buy a policy through e-Services?

Policies can only bought through a sales representative, broker or agent. Alternatively, you can always send us your requirements through our “contact us” option on www.metlifealico.ae.

What is the “Change Eff. Date”?

“Change Eff. Date” (or Change Effective Date) is the date which the Changes you requested will be effective from.

For example,  on 30-11-2011, you can terminate a member with a Change Effective Date of 25-11-2011. Although you are submitting the termination request 5 days later, the member will be terminated in our records as of the date you selected.

However, please note that “ Change Eff. Date” cannot be:  

• more than 31 days prior to current date or as defined in your policy contract.
• prior to the date of last claim submitted by the member.
• prior to the last entered Change Eff. Date.

 

Can I add more than one member in a single transaction?

Yes you can add more than one member in a single transaction. Simply:

• Save the members data on an Excel sheet as per the “MemberUpload.Xls“* template
• Go to Member Upload under the Member menu
• Select the appropriate  Policy number and Plan code
• Click on View Member List and select the Member’s record
• Browse the Excel sheet and upload the file

The system will automatically do basic validation on the entered data.

* Please ensure the data is available as per the Excel template “MemberUpload.Xls “. The template can be downloaded from Download Forms under Services Menu

Can I add more than one member in separate plans in a single transaction?

That is not possible. If you want to add members in different Plans, you have to upload each Plan file separately.

For instance, if you have 10 members for Plan A and 25 Members for Plan B, you must upload Plan A file with 10 Records, and then Upload Plan B File with 25 Records.

Can I terminate member(s) from the policy?

Yes you can terminate Member from the policy. The option is available in Member Maintenance  under the Member menu. Once there, you need to:

• Type the Policy number and Certificate of the member and then click on View Member List
• Select the Member’s record

 

Can I upload the dependents without including members?

This service is intended for Members along with their Dependents. Details related to Dependents alone without Members cannot be uploaded.

Can I change multiple Members' Salaries in a single transaction?

Yes it is possible. All you need to do is:  

• Save the members data on an Excel sheet as per the “SalaryUpload.Xls“* template
• Go to Salary Changes Upload under the Member menu
• Select the appropriate  Policy number  
• Browse the Excel sheet and upload the file

The system will automatically do basic validation on the entered data.

* Please ensure the data is available as per the Excel template “MemberUpload.Xls “. The template can be downloaded from Download Forms under Services Menu

Can I change multiple Members' details in a single transaction?

Yes, you can change more than one member’s details in a single transaction. Simply:

• Save the members data on an Excel sheet as per the “InsuredDetailsUpload.Xls“* template
• Go to Insured Details Upload under the Member menu
• Select the appropriate  Policy number
• Browse the Excel sheet and upload the file

The system will automatically do basic validation on the entered data.

* Please ensure the data is available as per the Excel template “MemberUpload.Xls”. The template can be downloaded from Download Forms under Services Menu

Can I submit a softcopy of a Claim?

MetLife Alico will process the Claims only after receiving the Original Documents along with the completed Claim Form, not the softcopies.
You can download the Claim Forms  from Download forms under “Service” menu.

What is “e-Services”?

e-Services is a State of the Art online portal that allows Insured Members to view and manage their policies.
 

What type of services does e-Services provide?

e-Services allows the Members access to the following:

• Access to your Policy Information 24/7
• Search for Medical Providers Near you
• Track Claims Processing and view Claims History
• Request instant changes to your profile
• Download Forms
• Print Medical and Life insurance certificates on the spot
• Request Medical Certificate for the UAE Residency Visa
• Learn more about our Services & Wellness Initiatives
  
  
  

Who should I contact for inquiries or clarifications?

For any inquiries or clarifications, you can send us an email at: 
e-servicescorp.gulf@metlifealico.com.

 

What are the system requirements for accessing e-Services?

The Minimum system requirements for e-Services are:

• Internet Explorer version 7 or higher
• Pop-up blocker  to be disabled

Note: Please ensure that www.metlifealico.ae is added to the compatibility view settings on the browser. To do that please click on Tools, select compatibility view settings and add www.metlifealico.ae.
 

Is my information Secure?

Yes. The data is secured using a 128 bit encryption using SSL (Secured Socket Layer).
 

How do I get access to e-Services?

To access e-Services, you need to:

• Go to www.eservices.metlifealico.ae
• Click on New User, Enter your policy and Certificate number (available on your medical card) and your date of birth and follow the simple steps
  
  

 

Why am I requested to enter my bank account details during registration?

Through our newly launched Wire Transfer Capability, you now have the option to receive your claim reimbursements directly deposited to your bank account. By providing your banking details, you will be able to benefit from this new secure feature.
If you still prefer receiving your cash claim reimbursements through cheque, kindly tick the checkbox next to “cheques”.
 

My Account is locked, how do I get back in?

To unlock your account, please e-mail us at: 
e-servicescorp.gulf@metlifealico.com.

 

I am having trouble selecting a password. What should I do?

There are guidelines to follow for creating a password. These guidelines are available in the “Password Change Screen”.
If you are still facing difficulties in creating a password, please e-mail us at: 
e-servicescorp.gulf@metlifealico.com.

 

I am unable to login, why?

There are several reasons why you may not be able to login:

• You may have incorrectly entered your e-mail address
• There may be a mismatch between the username and password
• Your account is locked

If you are facing difficulties in login please send us an e-mail at: 
e-servicescorp.gulf@metlifealico.com.

 

I want to cancel my access. Who do I contact?

To cancel your access, please e-mail us at: 
e-servicescorp.gulf@metlifealico.com.

 

If I cancel my e-service access, will my policy also be canceled?

No, your policy will not be canceled if you decide to cancel your e-Service access.
 

The system signed me out automatically. Why?

If your page remains inactive for 30 minutes, e-Services will automatically sign you out as a security measure. As with many secured web applications, e-Services provides this feature in order to ensure your data is secured and protected from potential access by an unauthorized individual.
 

What is the secret question?

The secret question is a verification question to which only you know the answer. You create the question during your first login process. The answers to these questions are used to reset your password and confirm your identity. We recommend that you do not share the answers to your questions with anyone.
 

Can I modify my details?

Yes. Simply:

• Go to Profile (On the top right corner of the screen)
• You can view all your Profile details displayed.
• On the left menu, select the items you would like to Edit (Address, Phone Numbers, User ID, Bank Details, ID Information and Password)
• Make the required changes and then click on “Update Profile”

Please note that changes may take up to 24 hours to reflect on e-Services.
 

Can I submit a softcopy of a Claim?

In order to process claims, MetLife Alico still requires that all original documents and the filled-in claim forms are shared in Hardcopies.
You may mail them to:

MetLife Alico - Claims Department
Crescent Tower, 17th Floor, Corniche al Buhaira
PO Box 5984, Sharjah, UAE.

Please check with your HR Department to see if there are any alternative arrangements to submit claims to MetLife Alico.

Please note that Claim Forms can be downloaded from e-Services (under Services Menu).
 

What are the Certificates available on e-Services?

Certificates are formal documents produced by MetLife Alico – Gulf to certain entities as a proof of your coverage:

• Medical Certificate for the UAE Residency Visa: Some Emirates in the UAE require a Medical Insurance certificate in order to issue a residency visa. You can simply request MetLife Alico to issue a certificate for you
• Life Insurance Certificate: If you have a Life Insurance Coverage in your policy, you can immediately generate a Life Insurance Certificate as a proof
• Medical Insurance Certificate: This certificate acts as a proof that you have a Medical Insurance with MetLife Alico. It may be required when applying for a visa such as Schengen
• Medical Authorization Certificate: This certificate can be used  by employees who newly joined their company at specific Medical Providers until they get their Medical Cards. The list of providers is available in the Download Forms page under Services
  

 

Can I view the status of my Claim?

Yes. e-Services allows you to view the status of your claim. All you need to do is go to “My Claims”. You may view claim status per member, benefit and service date.
 

Why some of the Claims presented amount are hidden?

These amounts are called Provider Claims (or Direct Billing claims). They represent the claims that were submitted by the Provider for the services you paid through direct billing. 
 

Why some of the Claims are "clickable" and some are not?

The "Clickable" claims are the Cash Claims which are submitted by you for reimbursement. By clicking on them, you can view all the details of your claim, what was approved or denied and the full  amount paid.
 

Can I see the reason why a Claim was denied or partially paid?

Yes. Just click on the Claim number to view all details about that specific claim.