MetLife is committed to customer centricity and exceptional service delivery through the application of simple, timely and accurate solutions to our customers. Each year, MetLife celebrates Customer Service Week to recognize our colleagues for the impact they make in the lives of our customers every day through their compassion, resilience, empathy and selfless ability to listen. During the uncertainty our customers sometimes face, we seek to be there every step along the way, making every interaction count.

Supporting Customers in Ukraine

Customers in Ukraine have been facing an unfathomable set of circumstances. Many have turned to MetLife for reassurances that their claims will continue to be paid despite the country’s compromised access to financial services. 

Our customer service teams, many of whom have been relocated outside of the country, have been unwavering in their commitment to support continuity of business, responding to emails and phone calls from customers in their time of need. We have paid 913 claims related to the war, totaling over $425,000.1 Please see Support for Ukraine to learn more about our response to the crisis in Ukraine.

Initiatives to Improve Customer Service

In EMEA, the “League of Protection Superheroes” was an exciting regional experiment and purpose-led challenge in which teams from each of our EMEA markets competed against each other to protect customers from being underinsured. In addition to earning recognition for meeting sales targets, teams earned credit for initiatives pertaining to sustainability, including DEI, climate action, volunteerism and wellness, all in service of promoting sustainability within their markets. A panel of MetLife executives judged each team’s presentation of these initiatives. MetLife Foundation offered the two overall winning markets the opportunity to recommend a $10,000 grant to a nonprofit organization of their choice.

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Between start of war and December 31, 2022.