MetLife UK Reviews 88

I still haven’t received my policy documents as I wasn’t able to register on the app which asked me for details I was not provided with, although my policy started in Dec 2025, policy number EPS051017. I completed a survey following which someone emailed me with questions from a no reply email without providing contact details. If this is the metlife customer service then I might as well save my money and cancel the policy as this does not fill me with any confidence in their overall reliability!

My wife and I have been paying for MetLife cover for around 10 years, always on time, without any issues. But the moment it came to making a claim, they seemed to do everything possible to avoid paying out.
This claim has been ongoing for several months now, and for the last month they have completely stopped responding to emails. Despite us providing medical documents, hospital confirmation, and proof of surgery, they keep asking for more and more irrelevant things — at one point even requesting a flight ticket, which makes absolutely no sense in the context of this claim.
It honestly feels like they are just trying to delay, frustrate and avoid paying. And the most ridiculous part is that this is only a claim for £350 — yet they still appear determined not to honour it.
They are very happy to take your money for years, but when you actually need support and try to claim, the experience is incredibly disappointing.
Reference number: 40643342
Would not recommend

Honestly, this is the worst insurance company I’ve ever dealt with. The claims service is completely unacceptable.

I took out two separate insurance policies at the same time—one of them paid out within two weeks, and for a significantly higher amount than this one. In contrast, my claim here has been ongoing since December. They’ve had all my required documents since 6th February, and it’s now 1st April with no resolution.

My case has been escalated multiple times, yet I receive the same generic responses week after week with no real progress or accountability. I’m constantly having to chase for updates rather than being proactively informed.

The lack of communication, delays, and overall handling of my claim has been incredibly frustrating. I would not recommend this company to anyone.!

Absolute joke of a company started claim at beginning of march still waiting for a assessor to be assigned been off work 6 weeks and now got another 3 weeks off and I'm in arrears thanks to metlife not paying out what I pay for monthly

I’m extremely disappointed with this insurance company. After paying £22 a month, I made a claim only to have it denied on the basis of “accidental injury.” Isn’t that the point of insurance? Aren’t most injuries, by definition, accidents?

What makes it worse is the time and effort wasted. It took 8 months of constant chasing just to get a final response. When I phoned again to ask for a proper explanation, I was given no clear answers at all.

To add to the frustration, a representative originally came into my rugby training session to promote and upsell this policy. It sounded convincing at the time, but in reality, all that’s happened is they’ve taken my money every month while offering nothing in return.

Overall, this has been a complete waste of my time, money, and energy. I would not recommend this company to anyone.

Submitted claims at the beginning of March. Still waiting for my claims to be looked at. The whole point of me taking out the policy was to include cover for hospital stays. I'm self employed and need the claim to go though and I'm stressed. I've just had an operation and should be resting!

I've called and emailed several times but not timeline can be given for when my claims will be reviewed and I'll have to wait.

Not impressed at all with the claims process. Quick to take my money monthly, but can't give me the courtesy of even a timeline. I can't find a process on the website either.

Asked to log as a complaint, but will see how long that takes....!

Ben Kent, thank you. Got a great policy at a great price got the cover we needed. Everything was explained to us very easy process again Ben many thanks.

Neil was very thorough and professional in setting up my policy

Very helpful and polite would recommend 👌

Exalent value for money

I Suffer from major mental health issues every one really kind to me

I took out this policy years ago through a broker I made it clear I want critical care cover I repeatedly told him that which he told me I had, But years after paying it I found I hadn’t got it so I complained & asked & asked for the conversations to be listened to which never happened I was always told they couldn’t & nothing was done, I also found out I had Angina & if I’d the critical care cover I thought I had I’d been covered for this. ( I was really fed up over this & l wanted to cancel the policy but after paying for so long I couldn’t bring myself to cancel so I left it running, but in November 2025 I fell off a roof & shattered my heel & had to have surgery to have a plate & pins put but fast forward to now I get a pay out of £600 for over night stays in hospital then £450 for the injury instead of £2000 because it’s classed as a minor bone injury ( I couldn’t walk weight bare for 3 months I need further surgery so how the hell can it be classed as a minor injury ) the £2000 I didn’t feel was enough for the injury to start with but £450 when I’ve been through this is disgraceful. So I’d advise everyone to look at your policy & really consider cancelling it & find yourselves a better provider as I wouldn’t trust these at all.

Positive experience starting by the advisor Adam to the end of the process.
Very easy and clear.
I'm very satisfied with Metlife

Thank you for a truly wonderful experience.
From the moment I made first contact to the settlement of my claim it has been efficient, professional and throughout you have all been very helpful.
I received my settlement money from submission too payment in my account in just over a week truly very fast and efficient.
Thanks for providing an excellent service.
I don't normally write much on Trustpilot but on this occasion thought it was the only thing to do to express my gratitude for your great services. Well done 100% excellent.

Super super

Completely awful handling of the claim.

Claim started on 2 January - until today (27th) nobody even looked into it...

I am not asking for anything extra, exceptional -
JUST DO YOUR PART OF THE AGREEMENT THAT I AM PAYING FOR !!!!

PEOPLE DO PAY FOR INSURANCE TO GET SUPPORT IN THE MOMENT WHEN THEY NEED IT - LIKE ME - AFTER MASSIVE SURGERY THAT TOOK PLACE TWO MONTHS AGO!!!!!!

Good customer relationship and a vivid information was given. Life insurance coverage and offers are reliable of which everyone can partake

Understanding, professional and welcoming.

Had two clams paid in the last few years, so happy with the provider who is dealing with claims so fast!