Making Financial Services Easier to Use and Understand

Wherever our customers are, we aim to make it easier for them to use our products and services, through high-quality service and experiences. As MetLife reimagines how we work and serve customers, our investments in AI, data and other emerging technologies are making experiences simpler, faster and more personalized—bringing together high-tech solutions with human-led customer care to build trusted relationships. Wherever possible, we’re digitizing and streamlining how customers manage their insurance policies, find health solutions and plan their retirement. AI is a force multiplier for MetLife, serving as a powerful accelerator that enables us to create personalized customer experiences, deepen understanding of our products and drive growth across our portfolio. Examples include:

• Our MetLife One¹ app integrates insurance and high-quality health services, including our 360Health and 360Future solutions, into a single, user-friendly digital platform in Asia. Customers can access all their services and download certificates, policy statements and e-receipts in one app. The platform continues to innovate to offer enhanced features and capabilities for customers. For example, in Korea, the platform now uses AI to deliver tailored product and service recommendations and experiences to customers and MetLife agents, enabling customers to make informed decisions about their health. Additionally, in Bangladesh, customers can access free doctor consultations and purchase medicine and other health products on the platform through trusted sellers.
• A common barrier to employee benefits adoption and use is confusion surrounding benefits packages. Through Upwise^™,² MetLife’s data-driven solution designed to help U.S. employees select and use their benefits seamlessly, we enhance the benefits experience by providing personalized recommendations and reminders year-round. Once employees make their benefit elections, the Upwise^™ Use engagement capability provides regular nudges to help them use their benefits during applicable moments throughout the year. We expanded the reach of Upwise^™ Choose by offering this capability to employers and their workforces through the Workday Marketplace, providing an integrated solution for MetLife and Workday’s mutual customers.
• For employees who need to take time away from work for a disability, to expand one’s family or take care of a sick family member, navigating their company’s leave policies can be daunting. MetLife aims to deliver timely, personalized and empathetic support for employees in the U.S. through My Leave Navigator. The digital platform helps employees visualize and understand their leave, and offers an intuitive intake experience, access to claims activity and timely updates to track leave and return-to-work status. My Leave Navigator has contributed to an increase in digital claim submissions and a reduction in follow-up, claims-related calls, while maintaining customer satisfaction.
• To improve customer experiences, we are deploying AI across our global call centers for customer authentication and intent confirmation, as well as to summarize calls for our associates. Our investments in our call centers have increased self-service and reduced transfers, giving customers faster, more seamless support. AI is also helping us reimagine our claims processes. Across the claims lifecycle, automated processes have increased digital intake and auto-adjudication.

Across all these examples, we aim to use AI securely and responsibly. Learn more about MetLife’s Responsible Use of AI.