Service Level Agreement

A life insurance customer’s journey begins by applying for a new Life Insurance Policy from an insurer. The first Service Delivery from the Company, therefore, is the Issuance and subsequent Delivery of the “Contract” that comprises Advantages, Benefits, and Terms & Conditions of the Policy usually called Policy Document.
Here at MetLife Bangladesh, we process an Application for new Policy and issue the New Policy Document within 14 working days. The Document is then given to our Dispatch Section to send to respective Agency Offices for onward delivery to Customer. 
However, if further medical and/or other requirements are awaited, it may take longer.

Next in a customer’s journey with us are the payment of 2nd and subsequent premium and other payments. For this, kindly browse this web site's “Support Center – Premium Payment Channels.”  

Check List & Forwarding. Click here

1) Policy Changes: 

During the life time of a policy – issuance to claim or maturity – a Policy Owner may need to make some changes. These changes along with list of REQUIRED DOCUMENTS for each kind of non-financial transactions or changes are as follows:

During the life time of a policy – issuance to claim or maturity – a Policy Owner may need to make some changes. These changes along with list of REQUIRED DOCUMENTS for each kind of non-financial transactions or changes are as follows:

a) Personal Information Updating:

Address, Mobile No., NID No., E-mail Address, Name, Signature, Age, etc. may be changed by filing an application for the same to our Head Office along with the following:

    i. Filled out and duly signed and witnessed CSC-27 (Ka) Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., ww.metlife.com.bd/Support Center/Find a Form)

    ii. One (01) PP size Photograph with Policy Owner‟s name and signature on the back
Copy of NID/any other Photo ID with signature of Policy Owner on the copy

    iii. Additional Premium from Policy Issue Date in case of Age Increase

b) Premium Mode Change:


    i. Filled out and duly signed and witnessed CSC-27 (Cha) Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form)


    ii. Additional Premium Payment, if required

c) Coverage Amount Increase / Decrease:

    i. Filled out and duly signed and witnessed CSC-27 (Ga) Form 
with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    ii. For Coverage Amount Increase: With increased premium, CSC-20 (Adult only) / CSC-20 and CSC-19J (Juvenile) /Doctors Medical Examination Report, if required (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


d) Plan/Term Change:

    i. Filled out and duly signed and witnessed CSC-27 (Gha) 
Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    ii. For Plan / Term Increase: With increased premium, CSC-20 (Adult only) / CSC-20 and CSC-19J (Juvenile) /Doctors Medical Examination Report, if required (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    iii. For Plan / Term Decrease: Extended premium with interest from Policy Issue Date 


e) Beneficiary Change:

    i. Filled out and duly signed and witnessed CSC-27 (Kha) 
Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    ii. One (01) PP size Photograph of New Beneficiary with New Beneficiary’s name and signature on the back 


    iii. Copy of NID/any other Photo ID of New Beneficiary attested by Policy Owner 


    iv. A copy of Birth / Citizenship / Marriage Certificate of New Beneficiary, if required 


f) Supplementary Contract/Rider Change:

    i. Filled out and duly signed and witnessed CSC-27 (Umo) 
Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    ii. For Addition: With appropriate, CSC-20 (Adult only) / CSC- 20 and CSC-19J (Juvenile) /Doctors Medical Examination Report, if required (Form may be downloaded from this 
website i.e., www.metlife.com.bd/Support Center/Find a Form)

For change request C, D, E & F the original Policy Document is required to be submitted. Any kind of changes, Underwriting Guidelines will apply. Additional papers may be required if company needs.

All kinds of Changes need 04 working days for processing

2) Duplicate Document Issue:

The requirements for Issuance of a Duplicate Policy Document are as follows:

    a. An advertisement stating “Lost” in a daily newspaper 


    b. An Affidavit stating “Lost of Original Policy Document” done on 
Tk.200 non-judicial Stamp or from First Class Magistrate 


    c. A Money Receipt against Deposit of Taka 50 as “Duplicate 
Document Issuance Fee 


    d. One (01) PP size Photograph of Policy Owner with Name and 
Signature on the back 


    e. Copy of NID / any Other Photo ID with signature of Policy Owner 
on the copy 


    f. Original of an old Premium Receipt issued by MetLife 


    g. A General Diary in the nearest Police Station stating “Lost of 
Original Policy Document” 


    h. A Bank Statement/Certificate or copy of a cancelled out MICR 
Cheque leaf of Policy Owner 


Issuance of Duplicate Document needs 06 working days. This is over the 30 Days Waiting Period after publication of ‘Lost News’ in a daily newspaper.

3) PolicyLoan:

Up to 85%-90% of Cash / Account Value of a Policy may be obtained as Policy Loan by submitting the following:

    a. Filled out and duly signed Loan Application Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    b. Copy of Policy Specification Schedule (verified by a MetLife Customer Services Employee against the Original Policy Document) 


    c. Copy of NID / any Other Photo ID of Policy Owner with signature of Policy Owner on the copy 


    d. Copy of a cancelled out MICR Cheque leaf of Policy Owner (if EFT) 


For processing loan from any policy, it takes 05 working days after fulfilling all requirements correctly.

4) Certificate Issuance:

The below types of Certificates may be obtained by submitting written request to our Policy Administration Department (by Post, physical Submission at any of our Branch Customer Service points, or through the “Contact Us” form of this website www.metlife.com.bd/Support Center/Contact Us”:

    a. Premium Certificate 


    b. Insurance Certificate 


    c. Loan Certificate 


    d. Maturity Certificate 


It takes about 03 working days to issue these Certificates.

5) Surrender:

After two (02) years from issuance, an in-force Policy can be surrendered by submitting following:

    a. Filled out and duly signed Surrender Application Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    b. Original Policy Document 


    c. Copy of NID / any Other Photo ID with signature of Policy 
Owner on the copy 


    d. Copy of a cancelled out MICR Cheque leaf of Policy Owner (if 
EFT) 


For processing surrender of policy, it takes 07 working days after fulfilling all requirements correctly.

6) Reinstatement & Re-dating:

A lapsed policy may be reinstate or re-date with submitting followings:

    a. Filled out and duly signed and witnessed CSC-20 & CSC-19J Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    b. Original Policy Document 


    c. Declaration in connection with reinstatement of DPS policies (Form 
may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


    d. Declaration in connection with reinstatement by Re-dating (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form)

Underwriting Guidelines will apply for any Reinstatement. Additional papers may be required if company needs. It takes 04 working days after fulfilling all requirements correctly.

7) Maturity Processing:

Three (3) Payment Policies of MetLife Bangladesh have two types of maturities –

    A. 2 Partial Maturities; and 


    B. 1 Full Maturity. 


All other policies have only one Maturity (Full / Final).

    a) Partial Maturity:
A Partial Maturity proceeds can be collected by submitting the following:

        i. Copy of Policy Specification Schedule (verified by a MetLife Customer Services Employee against the Original Policy Document) 


        ii. Copy of NID / any Other Photo ID with signature of Policy Owner on the copy 


        iii. Filled out and duly signed Payment Instruction Form with signature of policy owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


        iv. Copy of a cancelled out MICR Cheque leaf of Policy Owner (if EFT) 


To process Partial Maturity, we need 06 working days if all requirements are fulfilled correctly.

    b) Full Maturity:
A Full Maturity proceeds can be collected by submitting the following:

        i. Original Policy Document 


        ii. Copy of NID / any Other Photo ID with signature of Policy Owner on the 
copy 


        iii. Filled out and duly signed attached Policy Release Voucher Form with 
signature of policy owner matching with the Policy Application. The 
Release Voucher also contains a Payment Instruction Section. 


        iv. Copy of a cancelled out MICR Cheque leaf of Policy Owner (if EFT) 


To process Full Maturity, we need 07 working days if all requirements are fulfilled correctly. 

When a concerned Financial Associate (FA) gets separated from the services of MetLife for reasons like retirement, resignation, or termination, the Policy Owner / Customer is considered an "Orphan Customer" until another FA is assigned through a due process. 

It is customary for MetLife Bangladesh to inform concerned Policy Owners of this separation through a letter which also provides guidance and information for the Customer to maintain the Policy without the assistance of an FA. 

Our Customer Services Department issue and dispatch this letter within 02 working days after being informed. 

Any complaint from a Policy Owner is accepted with due importance and we try to respond to the Complainant as soon as possible after receiving the Complaint at our Head Office.


Any aggrieved Customer may lodge a Complaint with us through the following:  

• Filling out a prescribed Suggestion Form and dropping it at “Suggestion Boxes” maintained at our Walk-in Customer Service Points. 
• In a Plain Paper addressed to Complaint Handling Officer, MetLife Bangladesh, 18-20 Motijheel C/A, Dhaka-1000. 
• Connecting with our Call Center at 09 666 7 16344 

• Through the "Contact Us‟ form at Support Center of our website 
www.metlife.com.bd. 

• At our Head Office Complaint Handling Unit located at 1st Floor of 18-20 Motijheel 
C/A, Dhaka-1000.

The average Closing Time of a Complaint is 15 working days after its receipt by our Head Office Complaint Handling Unit.  

There are three primary Customer Services that we provide to our valued walk-in Customers. These are – (1) Premium & Other Payments; (2) Policy Information; (3) Service Request and Documents Receipt. 

Our walk-in Customer Service centers at the following addresses are open from 9:00 a.m. to 6:00 p.m., Sundays through Thursdays (except Govt. Holidays). 

Payments can be made only from 9:00 a.m. to 5:00 p.m. 

Customer Touch Points: 

1. MIRPUR - Central Plaza (4th Floor), Holding # 231, Senpara Parbota, Rokeya Sarani,Mirpur-10, Dhaka-1216. 


2. MALIBAGH - Shahjalal Tower (2nd Floor), 80/A/1, Shiddheshwari Road, Ramna, Dhaka-1217. 


3. GULSHAN - Flat # D2, Plot # 06, Block # SW (H), Gulshan Avenue, Dhaka-1212. 


4. UTTARA - A. B. Super Market (3rd Floor), Plot # 60, Road # 02, Sector # 03, 
Uttara C/A, Dhaka-1230. 


5. ELEPHANT ROAD - Globe Centre (2nd Floor-Front Side), 216 Elephant Road, 
Near Bata Signal, Dhaka-1205. 


6. SAVAR - Savar City Center (4th Floor), Rood # 400B, Holding # B-118, Bazar Bus 
Stand (Sobhanbagh), Aricha Road, Savar, Dhaka-1340. 


7. MURADPUR - Ramna Trade Center (3rd Floor), 36/7 CDA Avenue, Muradpur, 
Chittagong-4100. 


8. Anderkilla: A.N. Tower (5th Floor), Bokshi Bit, Terry Bazar, 23 Anderkilla, Chittagong-4000. 


9. CHOWMUHANI - Star Plaza (1st Floor), Holding # 72, Feni Road, Hazipur, 
Chowmuhani, Begumgonj, Noakhali. 


10. FENI – Kazi Center (2nd Floor), 107/1 S.S.K. Road, Feni-3900. 


Sales Offices:

1. BARISAL - L.L.Tower (3rd Floor), 119, Sadar Road, Barisal-8200. 


2. BOGRA - Bogra Trade Centre (4th Floor), Holding # 766(II), Datta Bari, Borogola, 
Bogra-5800. 


3. CHITTAGONG - Rafique Tower(3rd & 4th Floors), 92 Agrabad CA, Chittagong. 


4. COMILLA - New Holding # 44/A (2nd & 3rd Floors), Judge Court Road, Comilla 
Sadar, Comilla 


5. JESSORE - Holding # 17 / New 398 (2nd Floor), Netaji Suvash Chandra Road, 
P.S. Kotwali, Jessore-7400. 


6. KHULNA - Khan Tower (3rd Floor), A-50 , KDA Majid Sarani, Sonadanga, Khulna- 
9100. 


7. MYMENSINGH - Friends Tower-2 (2nd Floor), 21 Durgabari Road, Mymensingh 
Sadar, Mymensingh-2200. 


8. RANGPUR - Almi Bari (3rd Floor), Jail Road, Dhap, Rangpur Sadar, Rangpur- 
5400. 


9. SYLHET - Feroj Centre (3rd Floor), Chouwhatta, Sylhet Sadar, Sylhet. 


ONE Customer Place: 

Policy Owners may also avail above mentioned services from ONE Customer Place located at Ground Floor (North) of our Head Office, 18-20 Motijheel C/A, Dhaka-1000 from 9:00 a.m. to 6:00 p.m., Sundays through Thursdays (except Govt. Holidays).

Payments can be made only from 9:00 a.m. to 5:00 p.m. 

• 24X7 Automated Policy & Submitted Claims Info at 09 666 777 000 

• 9 a.m. to 6:00 p.m. Working Day Services at 09666716344 

• Both (above) Services at 16344 
(Access to 3 Services by dialing 1 Number) 


The Owner or Beneficiary of an in-force MetLife Bangladesh Policy can submit Living or Death Claim as soon as is reasonably possible after happening of a covered event. 

The category-wise requirements are as follows: 

1) Living (Accidental & Medical) Claim: 

i. Filled out and duly signed Claim Form with signature of Policy Owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 

ii. Copy of Diagnostic Tests/ Medical Papers


iii. Original copy of Voucher and Money receipt for AMR claims 

Notes: 

i. Group Medical Claim should be channeled through our employee benefit.


ii. For Cash Less facility for in-patient Group Medical pre-approval is a must. 

iii. For pre-approval, please contact Mobile: (+88) 01713 043 043 

Upon receipt of full and satisfactory proof of claims and related requirements, Incontestable claims are processed within 10 working days while Contestable Claims are processed within 21 working Days 

2) Death Claim: 

a. Filled out and duly signed Claim Form with signature of Policy 
Owner matching with the Policy Application. (Form may be downloaded from this website i.e., www.metlife.com.bd/Support Center/Find a Form) 


b. Copy of Diagnostic Tests/ Medical Papers 


c. Death Certificate 


d. Birth Certificate 


e. Police Clearance Report (if abnormal death) 


f. Forensic report (if abnormal death) 


Upon receipt of full and satisfactory proof of claims and related requirements, it takes 07 working days to process a claim if Incontestable but 21 working days when it’s Contestable. 

Notes: 

1. A Claim is CONTESTABLE if Death occurs within two years after Policy Effective Date and/or in a „War Zone‟ and/or due to AIDS and/or due to SUICIDE within 1st Year after Policy Issuance. 


2. Other than the above, a Claim is INCONTESTABLE. 


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