Service Level Agreement

📌 EFT Enrollment

Request Submission Methods:

• Online submission via website (https://epay.metlife.com.bd/eftdebitform)
• Physical submission through dispatch (Can be downloaded from https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/paypremium/pay-premium/EFT-Debit-Authorization.pdf)      

Requirements:

• Completed EFT application form 
• MICR cheque leaf or bank verification document
• Authorization form (applicable for spouse or dependent if the account holder has an in forced MetLife policy)
• Trade license (required for sole proprietorship bank accounts)

Processing Time:

• Online/Web submissions: within 3 working days
• Dispatch submissions: within 10 working days

📌 Transfer Request

Requirements:

• Application requesting transfer with details, including payment channel, transaction ID, transaction date, amount, and both Wrong Policy and Correct Policy number etc.
• Copy of transaction receipt, Acknowledgement SMS etc.
• Ensure that the signature of the requested correct policy owner matches the one on the original policy documents.

Processing Time:

• Within 7 working days

📌 Premium Collections

**in the above table, Day reflects Working/Business days.

📌 Policy Loan 

You can take a loan of up to 85% of your policy’s net cash surrender value.

✅Fastest way: Apply online

👉 https://eclaims.metlife.com.bd/public/policyadminextapp/service-request-submission/service-request

📄 Documents (Manual):

• Filled out and duly signed Loan Application Form
• Copy of Signed Policy Specification Schedule (PSS)
• Copy of NID/Passport
• Copy of Cancelled MICR cheque copy
  

⏱Time:

• Online: 3 working days
• Manual: 10 working days

📌 Policy Surrender 

• Ordinary Life: After 2 years
• DPS / Takaful DPS: After 1 year

📄 Documents:

• Filled out and duly signed Surrender Form
• Copy of  Signed Policy Specification Schedule (PSS)
• Copy of NID/Passport
• Copy of Cancelled MICR cheque 

⏱Time: 9 working days

📌 Partial Surrender (Takaful DPS) 

Allowed after 5 years

📄 Documents (Manual):

• Filled out and duly signed Partial Surrender Application Form
• Copy of Signed Policy Specification Schedule (PSS)
• Copy of NID/Passport
• Copy of Cancelled MICR cheque copy

⏱ Time: 7 working days

📌 Maturity Requests 

✅ Partial Maturity

✅ Apply online for faster service

👉 https://eclaims.metlife.com.bd/public/policyadminextapp/service-request-submission/service-request

📄 Documents:

• Signed PSS 
• Copy of NID/Passport
• Filled out and duly signed Payment Instruction Form
• Copy of Cancelled MICR cheque Copy

⏱Time:

• Online: 3 working days
• Manual: 7 working days

✅ Full Maturity

✅ Apply online for faster service

👉 https://eclaims.metlife.com.bd/public/policyadminextapp/service-request-submission/service-request

📄Documents:

• Original Policy Document
• Copy of NID/Passport
• Filled out and duly signed Release Voucher
• Copy of Cancelled MICR cheque Copy
• Copy of Proof of Submission of Return For latest Income Tax Acknowledgement 

⏱Time:

• Online: 3 working days
• Manual: 7 working days

📌 Refund Request 

You can request refund of excess/suspense amount.

📄 Documents:

• Filled out and duly signed Refund Form
• Copy of Money receipt
• Copy of NID/Passport
• Copy of Cancelled MICR cheque Copy

⏱Time: 7 working days

📌 Certificates

Available certificates:

• Premium
• Insurance
• Loan
• Maturity / Surrender

✅ Premium & Insurance Certificate can be downloaded Instantly via One by
MetLife App/web version. Please Visit: 👉 https://ecustomerservices.metlife.com.bd/login

📩 Others: Manual Application via branch/post/website (form can be download from: https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/request-for-certificate-issuance-related-to-insurance-policy-bng.pdf)

⏱ Time: 3 working days

✅ Important Tips

• Signature must match Original Policy Application
• Submit complete documents to avoid delay
• ✅ Online is faster

Throughout the policy lifecycle—from issuance to claim or maturity, Policy Owner may request various changes. The details of these changes, along with the corresponding list of required documents, are provided below:

(a) Personal Information Update

For updating Address, Mobile Number, NID Number, and E‑mail Address:

• Submit a duly filled and signed Personal Information Update Request Form.
• The form can be download from the website https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Personalinformationupdateform.pdf

⏱ Time: 4 working days

(b) Name, Signature and Age Change:

• Submit a duly completed, signed, and witnessed CSC 27 (KA) Form along with the Policy Document. The signature must match the one provided in the Original Policy Application Form.
• One (01) passport-sized photograph with the policy owner’s name and signature. 
• A copy of the NID/Passport/Driving License/ Birth Certificate (for child)
• In case of age increase, an additional premium may be required from the policy issue date.

**Form can be downloaded from the website

https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationtochangepolicyholder'snamesignatureage.pdf

⏱ Time: 4 working days

(c) Beneficiary Change: 

• ·Submit a duly completed, signed, and witnessed CSC 27 (KHA) Form along with the Policy Document. The signature must match the one provided in the Original Policy Application Form.
• One (01) passport-size photograph of the new beneficiary, with the beneficiary’s name and signature on the photograph. 
• A copy of the NID/Passport/Driving License/ Birth Certificate (for child) of the Beneficiary

 *Form may be downloaded from this website i.e., https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationtochangethebeneficiary.pdf 
    

⏱ Time: 4 working days

(d) Premium Mode Change:
    

• Submit a duly completed, signed, and witnessed CSC 27 (CHA) Form. The signature must match the one provided in the Original Policy Application Form.
• Additional Premium Payment, (if required).

* Form may be downloaded from this website i.e.,  https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationforchangingthemodeofpayment.pdf

⏱ Time: 3 working days

(e) Coverage Amount Increase / Decrease:   

• Submit a duly completed, signed, and witnessed CSC 27 (GA) Form along with the Policy
  Document.  The signature must match the one provided in the Original Policy Application Form. 
• For Coverage Amount Increase, Additional Premium with Health Declaration Form CSC-20 (for adult) / CSC-20 and CSC-19J (for Juvenile) /Doctor’s Medical Examination Report (if required).

*Form may be downloaded from this website i.e., https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/ApplicationforChangingFaceAmount.pdf 
   

⏱ Time: 4 working days

(f) Plan/Term Change:    

• Submit a duly completed, signed, and witnessed CSC 27 (GHA) Form along with the Policy Document. The signature must match the one provided in the Original Policy Application Form.
• For Plan/Term Amount Increase, Additional Premium with Health Declaration Form CSC-20 (for adult) / CSC-20 and CSC-19J (for Juvenile) /Doctor’s Medical Examination Report (if required).
• For Plan/Term Amount Increase, Health Declaration Form CSC-20 (for adult) / CSC-20 and CSC-19J (for Juvenile) /Doctor’s Medical Examination Report (if required)
• For Plan / Term Decrease Additional Premium with interest from Policy Issue Date

*Form may bedownloaded from this website i.e.,  https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationtochangetheplan.pdf 
    

⏱ Time: 4 working days

(g) Supplementary Contract/Rider Change:   

• Submit a duly completed, signed, and witnessed CSC 27 (UMA) Form along with the Policy Document. The signature must match the one provided in the Original Policy Application Form.     
• For Supplementary Contract/Rider addition, Health Declaration Form CSC-20 (for adult) / CSC-20 and CSC-19J (for Juvenile) /Doctor’s Medical Examination Report (if required) and Additional Premium may be required.

  *Form may be downloaded from this website i.e., 

https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationforincludingremovingrider.pdf) 

⏱ Time: 4 working days

(h) Duplicate Policy Document Issue

• If the Original Policy Document has been lost or destroyed, Policy Owner can apply for issuing a Duplicate Document by submitting the following documents:
• Submit a duly completed, signed, and witnessed CSC 28 Form. The signature must match the one provided in the Original Policy Application Form.·      
• Original copy of GD where the lost reason is mentioned.
• A copy of the NID/Passport
• Copy of a previous money receipt. If Money Receipts are also lost, it should be declared in the GD.
• One (01) passport-sized photograph with the policy owner’s name and signature. Copy of a MICR Cheque Leaf/Bank Statement/Bank certificate with parents’ name.
• Original money receipt of Duplicate Document Re-issue Fee BDT 50.

⏱ Time: 10 working days

 *Form may be downloaded from this website i.e.

https://www.metlife.com.bd/content/dam/metlifecom/bd/forms-library/form-library/other-forms/Applicationforduplicatedocument.pdf

***Underwriting guidelines will apply to all types of change requests. The company may require additional documents or payments, if necessary.

A lapsed policy may be reinstated or re-dated by the following steps:

• For reinstatement purpose, please click on the below link https://eclaims.metlife.com.bd/public/policyadminextapp/service-request-submission/reinstate
• In case of inability to apply through online, policy owner may download the CSC-20 and CSC-19J forms by clicking the provided link:     

                                -> For Adult application Form(CSC-20): Reinstatement Form (Adult)

                                ->For Juvenile Application Form (CSC-19J): Reinstatement Form Juvenile.

• Declaration in connection with reinstatement  of DPS policies (Form will be generated on the website in case of DPS Rin By 1 policies).In case of manual submission, DPS statement declaration form will be available in the provided link: DPS Policy Statement Declaration.
• For depositing payment, click the Pay Now button (https://epay.metlife.com.bd/onlinepay/ProvidePolicyInfo) and proceed to pay the required premium through convenient channel.

• Online: 2 working days
• Manual: 7 working days

*Manual submission must be completed within 24th day of month