For Our Customers

As we embark on New Frontier, the power of our business rests on the strength of our brand, the diversification and resilience of our business and our leading position in key markets. These assets have been built on the back of an evolving suite of diverse products, services and solutions that have underpinned our strength for more than 150 years and across economic cycles.

MetLife is committed to putting our customers at the center of everything we do and treating them fairly. In our businesses, we prioritize customer care and satisfaction, and we help employers demonstrate that they care for their own workforce, improving overall business outcomes. We commit to exceptional service delivery through simple, timely and effective solutions. Our Code of Business Ethics and internal policies and procedures require that we present our products and services, our Company and ourselves with honesty, integrity and in compliance with the law. We have internal guidelines for product development, marketing, sales, underwriting, policy administration and benefits payments to promote compliance with applicable local regulations.

MetLife has a global Customer Protection Policy that addresses product governance, marketing, sales practices, complaints management and customer benefits. The policy also outlines our Customer Fairness Principles:

• MetLife is always with our customers and treats customers fairly throughout the product lifecycle;


• MetLife builds a more confident future by designing and offering products that address customer financial needs; and


• MetLife keeps promises to customers and delivers customer benefits timely and accurately when due.

To uphold these principles, our businesses embed fair treatment of customers into their business models, strategy and practices.