How to process a claim

General requirements

Submit a fully completed claim application form with additional documents according to the type of claim:

  1. For death claims:
    A medical certificate of cause of death, burial permit, ID of the claimant and deceased, police report (in case of an accidental death) and any other documents Metropolitan Life may require
  2. For Maturities and Surrender Claims:
    The policy document must be submitted with a valid national ID.
  3. For Partial Withdrawals/Partial Surrenders and Refund Claims:
    A valid national ID

Initialization

The claim process starts with the claim initialization in the system at the branch and then claim validation and authorization is done at the Head Office

SMS notification

An SMS notification is sent to the claimant after payment of validated claims.

What information is required before a claim can be considered?

Metropolitan Life requires the following information before a claim can be considered:

Completed claim form and the policy document for all claims

The following shall be required for a death claim in addition to the completed claim form;

  1. Proof of death and identity of deceased, including but not limited to original or certified medical certificate of cause of death in respect of natural death; and
  2. Proof of ‘accident’, if claim is caused by accident; and
  3. Executor’s letter of Administration if no beneficiary has been appointed or all beneficiaries predeceased; and
  4. Proof of the identity of the claimant; and
  5. Proof of beneficiary; and
  6. Proof of the entitlement of the claimant to the benefits claimed; and
  7. Any other information that Metropolitan Life may require at the time.

The policy must be in force at the time of claim. Any premiums arrears shall be deducted from the claim amount, if the claim is admitted.

Frequently asked questions about life insurance claims

How do I find out if I have a claim?

You can visit any of our branch offices across the country and speak to our client service officers. You can also make enquiries through our contact center partners via phone number +233 (0)30 263 3933.

Can I claim on someone else’s behalf?

Yes. You can request for a claim on behalf of a life insured. Such persons may include a minor, that is, under 18 persons and an incapacitated insured life, that is, someone who cannot make a claim themselves.

How do I start a claim?

You can visit any of our branch offices across the country to complete our claim form and provide all additional documents as may be required. Start by engaging our contact center or Financial advisers who will ask some questions about the occurrence of the insured event to get a better idea of what happened to see if you can make a claim. If it is advisable to make a claim, completing a claim form is the first step.

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