Feedback and Complaints

For more than a century, MetLife Alico has built a reputation as a company that believes in fair dealing, integrity, and trustworthiness. We are therefore committed to providing our customers and partners with products and services of the highest standards.

We would however like to hear from you on whether we have met your expectations and lived up to these high standards. Please share your thoughts, feedback and comments with us our Feedback form.

How to File a Complaint

You can file a complaint with us using our Feedback and Complaints form. Alternatively, you can:

Speak to one of our Customer Service Representatives at: Toll-free number 800 25426. If you are calling from outside the UAE, call +971 6 556 2566
Send us a fax with the details of your complaint at: +971 6 556 2577
Send us an e-mail: complaints.gulf@metlifealico.com
Drop us a line:

        Customer Care
        MetLife Alico
        Crescent Tower Bldg, 15th Floor
        P.O. Box 5984
        Sharjah – UAE

Our offices are open from 08:30am to 05:00pm, from Sunday to Thursday.

What information should the complaint contain?

In order for us to conduct a thorough investigation, please provide us with as many facts and as much documentation as possible, including policy information, dates, the nature of the complaint, people involved, and specific information about what you feel was wrong.

If you have documents/ e-mail correspondence etc. that you think will be helpful to understand the complaint, please send us the copies. PLEASE DO NOT SEND ORIGINAL DOCUMENTS.

Please also provide us with your full contact details – Name, E-mail and Phone number so that we can stay in touch with you during the course of the investigation.

What is the complaint handling process?

A specialist from our Complaints Handling Team will be assigned to handle your complaint and will send you an acknowledgement of receipt of your concern within 2 business days.
The person’s responsibility is to attempt to resolve your concern. The Specialist may conduct a fact-finding inquiry into the complaint. The Specialist may also get in touch with you for further information or clarification.
Once the fact-finding inquiry is conducted, the Specialist will review the available facts and will recommend as to whether or not the complaint shall be upheld.
The findings and recommendations will be reviewed and approved by management.
A final response letter will be sent to you, which will outline the findings and resolution, if any. The time frame for resolving the matter is 10 business days from receipt.
If the matter is complex and requires more time for a thorough investigation, you will be informed.
In all cases, a final response will be provided within 4 business weeks from the receipt of the complaint.