Coronavirus Updates and Resources for U.S. Employers

We understand that the COVID-19 pandemic may require customers to unexpectedly furlough, temporarily lay-off or reduce hours/salary for employees.

As a response to these unique events, and assuming premium continues to be remitted to MetLife:

For group life, dental, AD&D,  vision, accident & health and legal coverage, MetLife is willing to allow employees who are furloughed, temporarily laid-off or have reduced hours/salary to continue their coverage for 12 months from the date of the furlough, temporary lay-off or reduced hours/salary (collectively, “temporary salary reductions”). Premiums need to be remitted for coverage to remain active.

For purposes of group life, the coverage amounts will not be reduced as a result of temporary salary reductions and will remain in effect just as they were prior to the furlough, temporary lay-off or reduced hours/salary.  Accordingly, premium needs to be remitted based on the volume for the   regular (non-reduced) coverage amounts.

For group disability, MetLife is willing to allow employees who experience a furlough, temporary lay-off or have reduced hours/salary between March 1, 2020 and May 31, 2020, to continue their coverage for 90 days from the date of the furlough, temporary lay-off, or reduced hours/salary. Coverage amounts will not be reduced as a result of temporary salary reductions and will remain in effect just as they were prior to the furlough, temporary lay-off or reduced hours/salary. Accordingly, premium needs to be remitted based on the volume for the regular (non-reduced) coverage amounts.  

In all instances, if your group policy allows for longer periods of continued coverage under any of the circumstances outlined above, we will honor the longer period of time.

In addition, if your coverage is self-insured, and you are not comfortable with the timelines outlined above, please contact your Account Executive for alternatives.

For Group Life, AD&D, Accident and Health, Dental and Vision, if your employee’s employment is terminated and coverage lapses due to non-payment, and they return to work or are re-hired within 6 months, MetLife will reinstate their prior coverage amount without needing to provide evidence of insurability, where applicable, or satisfying benefit eligibility waiting periods.  For accident and health coverage, any limitations for pre-ex conditions will be applied from the reinstatement date. 

For disability coverage, if your employee’s employment is terminated and coverage lapses due to non-payment, and they return to work or are re-hired within 3 months, MetLife will reinstate their prior coverage amount without needing to provide evidence of insurability, where applicable, or satisfying benefit eligibility waiting periods.  In addition, the pre-ex provision will be applied as if there was no interruption in coverage.

MetLife will continue to review the needs of our clients during this time and if additional flexibility is needed based on the duration of this pandemic, we may modify our reinstatement position.

We understand these are challenging times for many businesses.  As an accommodation for our Group Benefits customers, in the event premiums cannot be paid during the contract grace period, we will be extending grace periods for the lesser of 90 days from premium due date or July 31, 2020, unless a different grace period is required by law.   This policy will be applied for all premiums due 3/1/2020 and forward, as well as apply to any premium within the current 30-day grace period. MetLife will continue to monitor the situation and will provide additional guidance as it becomes available.  We are also monitoring state specific mandates and will comply with those mandates. As the coronavirus situation continues to evolve, MetLife will review this guidance for necessary actions and provide updates where the guidance or process has changed.

For Worldwide Benefits customers, please see the General ExPat FAQs here https://www.metlife.com/covid-19-updates-for-expats/

For insured business, rates in effect during the current policy period would not be affected. For self-funded business or for absence administration, the terms of the applicable Administrative Service Agreement will apply.

Billing & Payment Leniency

• MetLife Auto & Home will not be cancelling any policies due to non-payment through July 1, 2020. Policyholders experiencing difficulties with payments can contact MetLife Auto & Home customer service at 1-800-438-6381. Any state specific guidance providing a longer non-cancellation period or other related requirements will supersede this policy.

When will the credit be applied?

• The credit will be applied to policies beginning June, or otherwise provided in accordance with applicable law. 

How does this impact your current billing processes with MetLife Auto & Home?

The below information pertains to the change based on billing method and how to prepare for the application of the credits beginning in June. This information does not address how credits made by check or ACH will be processed, as may otherwise be required by law.

• Employers/Brokers Using the MetLink Interface for Payroll Deduction For payroll deduction policyholders, the credits will be applied to their respective total balances owed, deduction amounts will be adjusted, and re-spread based on remaining deductions for the policy terms.  Accounts using the MetLink interface to process payroll deductions can download the electronic bill file transmission from MetLife Auto & Home as they normally would, based on the billing cycles and frequencies currently in place. Credits will apply over a period of 10 business days¹, meaning that you could see a high number of change records during this time and the process could impact multiple bill files. The bill amount will include the adjustment for the credit. Employers/benefit admins. will need to adjust the payroll deduction for each change record.
• Employers/Brokers Using Electronic Payroll Deductions For payroll deduction policyholders, the credits will be applied to the total balance owed, deduction amounts will be adjusted, and re-spread based on remaining deductions for the policy terms.  Accounts using an electronic interface to process payroll deductions will be receiving electronic bill/deduction files from MetLife Auto & Home as they normally would, based on the billing cycles and frequencies currently in place. Credits will apply over a period of 10 business days, meaning that you could see a high number of change records during this time and the process could impact multiple bill files. The bill amount will include the adjustment for the credit. Employers/benefit admins. will need to adjust the payroll deduction for each change record. Any automated controls for change record tolerance may need to be updated by your payroll department.
• Employers/Brokers with Policyholders on Direct Billing, Electronic Funds Transfer (EFT), or Recurring Credit Card (RCC) For direct billing, EFT, and recurring credit card policyholders, the credits will be applied to the remaining balance owed on their policies, beginning in June, and the new bills will be adjusted based on a customer's respective chosen payment plan and billing schedule.  Policyholders can call 1-800-438-6381 with questions regarding the application of the credit or premium credit. 

Please know that each claim received will be reviewed consistent with policy terms and applicable insurance law.

Life Insurance: For Group Life Insurance (Basic, Optional, Dependent, GUL and GVUL), there are no policy limitations that would limit a claim payment resulting from COVID-19, provided the individual met all other certificate requirements.

Accidental Death and Dismemberment (AD&D): AD&D policies do not cover diseases. Therefore, death due to COVID-19 is excluded, as are all deaths caused by disease.

Hospital Indemnity: Because COVID-19 is a viral infection it would be considered a sickness and the Sickness Hospital benefits (admission and confinement) would be payable provided the individual met all other certificate requirements.

Accident Insurance: The definition of an “accident” includes that it is not a sickness so this condition would not be covered under our standard accident plan for COVID-19. However, it would be covered if the accident plan included Sickness Hospital benefits (admission and confinement) and would be payable provided the individual met all other certificate requirements.

Critical Illness/Cancer Insurance: Because COVID-19 is not a listed “covered condition” it would not be covered under any of our Critical Illness product versions.

Disability Insurance: There are no policy limitations that would apply for COVID-19. MetLife will evaluate each claim in accordance with the terms of the policy and use claim processes already in place for disability claims.

For employees with the MetLife AXA Travel Assistance¹ program we provide medical evacuation/repatriation if an employee was exposed to COVID-19 or is in a high-risk area or country. The employee would be eligible for evacuation/ repatriation services, and AXA would coordinate the employee’s return.

Proof must be established that the employee does not have COVID-19 even if the evacuation is for another reason. In addition, destination countries are implementing more stringent screening practices at points of entry. Access to and clearances for air and ground ambulance providers, as well as other transportation options, are becoming more challenging to secure as action is taken to contain the spread of the virus.

For employees with MetLife’s Employee Assistance Program (EAP)² we provide 24/7 confidential access to professional support to help employees manage stress, anxiety, grief, financial concerns, and much more. Employees can connect to support by phone, video, or chat anytime, anywhere, and they have access to a vast library of online resources for coping with trauma, building resiliency, self-care, and managing change.

Our EAP program also offers manager consultations and webinars to support leaders in dealing with sensitive workplace situations.

MetLife is committed to helping employees get maximum value from their benefits. Once we receive a MetLife Group Disability claim, we automatically look at whether the employee has hospital indemnity coverage. If they do, we will inform and guide the employee so they can understand and use the benefits available to them.

For our Optional Life and MetLife Legal Plan customers, employees have access to Will Preparation³ services including telephone or in-person consultations with an attorney in the MetLife Legal Plan attorney network. Covered services include preparing important planning documents like a power of attorney, which is a document that allows someone to conduct transactions on another person’s behalf, and a health care proxy, where someone can appoint another person to make medical decisions on their behalf.

We know the kinds of questions your employees are asking themselves—this site is designed to answer as many of them as possible. From financial tips to expert-backed ways to stay calm and mindful, we’ll show them how to improve their financial health now while guiding them to build a more confident future. And with new content added regularly, the Financial Wellness hub evolves with their needs.

Visit MetLife’s Financial Wellness hub.

PlanSmart Financial Wellness

For customers with PlanSmart Financial Wellness⁴, the financial education and guidance available may be helpful in managing finances during times of increased market volatility such as we’ve seen in recent weeks.

For our Life Insurance policy customers, licensed Grief Counselors are available from Lifeworks⁵ for insured employees and their dependents if they experience a loss, regardless of cause of death, or are diagnosed with a potentially life-threatening disease such as COVID-19. Whether it’s help coping with a loss or a major life change, confidential counseling sessions can be tailored to meet the individual needs.

For other questions and assistance please reach out to your MetLife Representative

Claimants are unlikely to satisfy the definition of disability in the applicable plan solely due to being quarantined. If the claimant develops COVID-19 or even some other qualifying sickness while quarantined, and it meets the definition of disability within the policy, benefits would be reviewed for payment.

We will review each leave request on a case-by-case basis.  However, in order to qualify for FMLA, quarantined employees would need to satisfy the definition of a “serious health condition” or be caring for a child if the school or place of care has closed or childcare provider is unavailable due to a public emergency regarding COVID-19, among the other FMLA eligibility requirements. If the employee is unsure if the claim will be approved, we encourage the claim to be submitted for review.  For additional guidance on FML compliance related to COVID-19, please refer to the DOL guidelines at https://www.dol.gov/agencies/whd/pandemic/ffcra-questions.

• There are no policy limitations that would apply for COVID-19. MetLife will evaluate each claim in accordance with the terms of the policy and use claim processes already in place for disability claims. 
• We will follow the policy provisions and treat each claim on its own merits.  IDI policies have elimination periods of 90 or 180 days, which must be satisfied before benefits become payable.  The policies provide benefits only for disabilities that result from a sickness or injury.
• Claimants are unlikely to satisfy the definition of total disability in the applicable policy solely due to testing positive or being quarantined.  If a claimant develops COVID-19 or some other qualifying sickness while quarantined, and it meets the definition of disability within the policy, benefits would be reviewed for payment.
• MetLife will temporarily extend the Grace Period for premium payment to 60 days after the Premium Due Date.  This temporary extension will be applied to all policies with premiums due 3/1/2020 and after, until such time as this crisis is deemed over.  MetLife will continue to monitor the situation and will provide additional guidance as it becomes available. We are also monitoring state specific mandates and will comply with those mandates as required.

For all other questions regarding inforce IDI policies, please contact your Account Manager, Account Executive or MetLife representative.

The ADA protects employees from disability discrimination by requiring reasonable accommodations to ensure equal access to employment (e.g. allows an individual with a disability to have an equal opportunity to apply for a job, perform a job’s essential functions, or enjoy equal benefits and privileges of employment.) Individuals seeking protections under the ADA must meet the definition of disability under the law.  The possibility of getting sick, without a medical condition/impairment, does not meet ADA disability standards.  That being said, COVID-19 is an evolving pandemic, and each claim will be reviewed based on its individual facts.  For example, if an employer mandates an employee to not work due to potential COVID-19 exposure or symptoms (i.e., mandatory quarantine), the employee may qualify for ADA protections on the ground that he or she is being “perceived as having an impairment.” It may be helpful for employers to review the EEOC guidance on how employers should respond to direct threats as they relate to pandemic influenza.

If an employer mandates an employee to not work due to potential COVID-19 exposure or symptoms (i.e., mandatory quarantine), the employee may qualify for ADA protections on the ground that he or she is being “perceived as having an impairment.”  The normal reasonable accommodation review should take place, and a reasonable accommodation may include job protected leave.  On the other hand, an employee without any symptoms or potential exposure who chooses to self-quarantine as a preventive measure would likely not qualify for ADA protection.  That being said, COVID-19 is an evolving pandemic, and each claim will be reviewed based on its individual facts.  

If an employee is confirmed to have COVID-19, employers should inform fellow employees of their possible exposure to COVID-19 in the workplace but maintain confidentiality, as required by the Americans with Disabilities Act (ADA). Employees that are concerned about potential exposure should refer to CDC guidance for how to conduct a risk assessment.

The EEOC recently updated their guidance regarding this situation, which is available at https://www.eeoc.gov/wysk/what-you-should-know-about-covid-19-and-ada-rehabilitation-act-and-other-eeo-laws.

Yes, our existing ADA Workforce Solutions process supports the expanded EEOC guidelines.

We are monitoring claim volumes, across all claim types, to assess COVID related impacts.

In response to the COVID-19 pandemic, EEOC recently updated prior pandemic guidelines for employers on their website:  https://www.eeoc.gov/facts/pandemic_flu.html.  The EEOC also released FAQs regarding COVID-19 and the ADA, which is available at https://www.eeoc.gov/wysk/what-you-should-know-about-covid-19-and-ada-rehabilitation-act-and-other-eeo-laws

The Health Screening Benefit would be payable for a Coronavirus laboratory screening test (regardless of the test result), subject to the requirements for payment of that benefit and the other terms and conditions of the certificate.

Claimants would not satisfy the definition of disability in the applicable plan solely due to being quarantined. If the claimant develops COVID-19 or some other qualifying sickness while quarantined, the claim would be reviewed per the requirements of the plan.

Unfortunately, MetLife is unable to support direct billing when MetLife is not the recordkeeper.  Where MetLife is the recordkeeper, or for ported certificates MetLife does and will continue to handle direct billing.

If the family, beneficiary or claimant is unable to obtain a death certificate because of delays from their local medical examiner's office, we have a Funeral Director Affidavit available that may be used in certain situations. The Funeral Director should call MetLife at 1-800-638-6420 to have an Affidavit sent.

MetLife is leveraging its existing Business Continuity Plans due to the global pandemic. For our Dental business these plans include continued staffing to respond to inquiries from customers, plan members and dentists as well as process and pay claims.  MetLife remains committed to ensuring our customers, plan members, and dentists get the service they expect. 

MetLife dental plans provide coverage for dental services delivered through tele-dentistry.  The coverage is handled the same as if the patient was receiving the dental services in a dental office.  Dental services that can be delivered through tele-dentistry typically include problem focused exams and re-evaluations.  The coverage is subject to the plan terms and conditions.  Dentists can verify benefit coverage using MetLife’s web portal, www.MetDental.com as well as MetLife’s interactive voice response (IVR) capabilities.  To the extent a state has enacted mandates regarding tele-dentistry due to the COVID-19 pandemic, MetLife will fully comply.

State specific mandates and requirements may apply.

• The state of California requires that a percentage amount of the credit be included in policyholder communications. It also mandates bill holds be placed until July 14, 2020, to prevent policy cancellations.  MetLife Auto & Home is extending grace periods for policyholders in California until July 14, 2020 to fulfill this requirement.
• The state of New Jersey required a notification advising of a 90-day billing leniency.  A supplemental policyholder notification related to the 15% credit for April and May will be released in June.
• The state of New York requires that a 30% credit be applied for the month of May instead of a 15% credit in the months of April and May.  A policyholder notification will be released advising of this change will be released in June.
• The state of North Carolina requires that the term “credit” not be referenced in policyholder notifications. Instead, the term “premium relief benefit” will be used in policyholder notifications released in June.

Information for Policyholders

Please click here to see FAQs on COVID-19 business continuity information for individual policy holders

We are working remotely and operating our regular business hours. Our Client Service Center is open Monday through Friday, 8 am – 8pm ET, and we are operationally prepared to handle all calls and claims.  Members can reach out to us at 800-821-6400 with any questions or concerns.

Our attorneys can provide consultations over the telephone, and many can consult via virtual meetings. While our attorneys will do their best to handle all inquiries in a timely manner, our e-panel attorneys are also available to answer general questions online. Members can submit questions and a Network Attorney will respond to within 24 to 48 hours.

During this period of uncertainty, MetLife will make an exception to extend the Grace Period for premium payment to 90 days after the Premium Due Date, for customers with a policy Grace Period less favorable than 90 days. Customers with Grace Periods greater than 90 days will retain the Grace Period in their policy.  This policy will be applied for all premiums due 3/1/2020 and forward, until this crisis is deemed over, as well as apply to any premium within the current 30-day grace period. MetLife will continue to review the situation and will provide additional guidance as it becomes available.

What is the MetLife Legal Plan Disaster Relief COVID-19 plan?

MetLife Legal Plans is happy to offer the Disaster Relief plan to our plan sponsors affected by COVID-19. This plan extends consultation and document review services to all of a current group sponsors’ employees, even those not currently enrolled, at no cost to them, through the July 31, 2020. Employees can contact our Network Attorneys to get answers to questions related to legal issues they may be facing as well as have attorneys review estate planning documents or insurance forms.  

How do employees use the MetLife Legal Plans Disaster Relief Plan?

Employees should be able to access the service within two to three business days after this is discussed with your Account Executive. To use the service, the employee can call the MetLife Legal Plans Customer Service Center at 800.821.6400. They will need to identify their employer, the last four digits of their SSN or employee number and indicate that they are interested in the document review and consultations services being offered.

Employees also have access to a self-help document library to complete wills, living wills and power of attorney documents. They can access the library by visiting info.legalplans.com and entering access code 9790010 and clicking on “Self-Help Documents” in the “Covered Services” tab. Or clicking here: https://info.legalplans.com/9790010/CoveredServices/?coveragecode=979#tab-forms

Will we know how many of our clients are using the MetLife Legal Plans Disaster Relief Plan?

Yes. We will be able to track how many clients enroll and the utilization.

What are MetLife Legal Plans’ portability options for furloughed, temporarily laid-off or reduced hours/salary employees?

Beginning April 1, 2020 through May 31, 2020, we are offering employees that would like to keep their plan benefits due to a COVID-19 related leave of absence, unpaid leave, or termination the option to either port their plans for three months or choose our standard 12-month portability.

How do employees apply for portable enrollment for MetLife Legal Plans?

Employees can call our Client Service Center at 800.821.6400, Monday-Friday (8am - 8pm ET) to enroll in the portable plan. Employees must enroll within the month of April or May and within 30 days from their last date of employment. Enrollment is prepaid via remittance of a lump sum payment equal to the legal plan’s monthly rate times three months (or 12 months if you choose our standard portability plan).  Under portable enrollment, dependent definitions are the same as those for active employees and the covered services and exclusions are the same as those under the current plan. Members can visit members.legalplans.com or call 800.821.6400 for plan details.

How long will MetLife Legal Plans offer this three-month portability plan?

At the end of May, we will evaluate whether to continue the three-month portability option in June. For those who enroll in the three-month program, we will evaluate at the end of the period whether to extend for an additional three-month renewal option.

*Standard Exclusions apply. See a full list of our exclusions here:

No service provided, not even consultation for:

• Employment-related matters, including company or statutory benefits
• Matters involving the employer, Network Attorneys, MetLife and affiliates
• Matters in which there is a conflict of interest between the employee and spouse or dependents, in which case services are excluded for the spouse and dependents Appeals and class actions
• Farm and business matters, including rental issues when the plan member is the landlord
• Patent, trademark and copyright matters
• Costs and fines
• Frivolous or unethical matters
• Matters for which an attorney-client relationship exists prior to the participant becoming eligible for plan benefits