Who do I call if I have a question about my long-term care insurance with MetLife?
If you purchased Long-Term Care Insurance through:
Then you likely have:
Customer Service #
an employer group
a Group certificate
AARP and have a member #
an AARP certificate
an individual agent & your policy # begins with 200 or 199
an individual policy
an individual agent & your policy # begins with 048, 143 or 228
an individual policy
TIAA or Teachers Insurance
an individual policy or group certificate
How do I change my billing mode?
Changes to your bill mode can be made by calling customer service. If automatic checking account deductions are desired, the automatic deduction form can be completed and mailed in.
Please mail the completed form to the following address:
MetLife LTC P.O. Box 14634 Lexington, KY 40512-4634
How do I make a payment?
Payments have to be mailed in, unless monthly automatic account deductions are set up. Payments are not accepted over the phone, online or via credit card.
Where do I send my payments?
Payment addresses differ by the type of LTC product you have. There is an address on your bill with the appropriate lockbox.
Long-Term Care Insurance purchased through
Send payment to:
An employer Group, Individual policy beginning with 200 or 199, and TIAA or Teachers Insurance
MetLife PO Box 13724 Philadelphia, PA 19101-3724
AARP and you have a member #
MetLife AARP – LTC PO Box 371374 Pittsburgh, PA 15250-7374
Individual policy beginning with 048, 143, or 228
MetLife ILTC Dept CH 10165 Palatine, IL 60055-0165
Can I set up my annual premium on drafting?
Automatic checking account deductions are only available on a monthly mode.
Why do you not accept credit card payments, payments over the phone, online payments, or drafts other than monthly?
MetLife Long-Term Care explores various options towards improving the services we provide to our customers. The infrastructure required to accept credit card payments has been considered. Unfortunately, the costs and security issues required to implement this form of payment continue to outweigh the limited number of requests received for this option. In addition, we would not want any of these services and administrative costs to result in an increase to your premiums. A great, convenient alternative is our monthly automatic checking account deductions.
Can I send my payment and a change request together?
We do not advise submitting a payment and change request together because they go to two different addresses. Sending them both to the same address will delay processing.
The type of benefits you are eligible for depends upon the coverage for which you applied for and were accepted for. Please review your certificate or policy for information specific to your coverage. You may also reach out to the customer service center to discuss specific policy or coverage questions.
How do I authorize someone to act on my behalf on my policy?
We can send you a privacy authorization form to complete, which will allow you to designate individuals to whom we may release information about your long-term care coverage.
MetLife Long Term Care Claims PO Box 14407 Lexington, KY 40512
Can someone else that be notified if my policy is about to lapse?
Yes, you can designate another individual to receive a copy of the final billing notice. This is done via the Lapse Designee Form, which can be completed and mailed in. A mailing is done at least every two years to give you the opportunity to add or change your lapse designee. If you would like to make a change in the interim, please call customer service.
What if I have an address change?
An address update can be done on your billing statement or you can call the customer service center to make the change.
Why can't I remove my agent?
The original agent received commission for the sale of your policy and that information must be retained. We can reach out to the agency and request a different agent to service your policy.
How often do I have to accept an inflation offer?
Many LTC plans include inflation provisions or riders, which give you the ability to increase your coverage. The inflation riders provide an offer to increase coverage for additional premium based on your attained age without underwriting, and generally require you to accept an increase offer at least once within a certain number of offers. The number of offers varies by product. Please review your certificate or policy for information specific to your coverage.
What happens if I want to decrease my coverage?
A request to decrease your coverage can be made in writing and sent to the customer service center.
First, review your policy to understand your coverage. If you feel you meet the benefit eligibility criteria, please contact the customer service center immediately. A Benefit Intake Specialist will then contact you to gather pertinent information and discuss next steps.
Who might I be hearing from during the claims process?
You will first contact the customer service center to begin the process. A Benefit Intake Specialist will then contact you to gather pertinent information and discuss next steps for filing a claim. If your claim is initiated, a Care Coordinator will contact you to review your claim and gather the necessary documentation to make the benefit eligibility determination. If your claim is approved, the payment processing team will receive and review proofs of loss satisfactory to us (e.g. invoices, billing statements) for benefit payment.
What happens when my claim is accepted?
If your claim is approved, you will receive verbal and written notification. A letter will be sent to you, confirming the date benefit eligibility begins. A payment guide will also be provided based on level of care you are receiving and will outline required documents that are necessary to process the reimbursement.
What happens if my claim is denied?
Your Care Coordinator will provide a verbal and written communication, detailing the basis of denial. Medical and/or contractual reasoning will be provided, as well as an appeal form.
How does the appeals process work?
If your claim is denied, you can appeal via an appeal form that will be provided to you. Once we receive the completed form, your case will be transferred to an Appeal Specialist, who will review and determine whether the decision will be upheld or overturned. The time limits for appeals are based on policy provisions and/or state regulations. Please refer to your policy or Care Coordinator for more details.
If my claim is approved, how long does it take for a payment to be made?
If you are determined to be eligible for benefits, claim payment is typically issued within 10 business days of receipt of proof of loss (e.g. invoices, billing statements) satisfactory to us for long-term care service(s) rendered.
You may fax the completed form to 1-866-722-1180. You may also mail it to the following address:
MetLife Long-Term Care Claims ACH Processing Center P.O. Box 14407 Lexington, KY 40512-4633
My claim has been approved and I would like to update the assignment of benefits. How do I make this change?
Please contact your Care Coordinator to request an Assignment of Benefit change. Your Care Coordinator will be able to review what information is needed, if any, and next steps.
How do I submit proof of loss for reimbursement?
Please submit your request for reimbursement by one method only. Duplicate submissions of the same invoice will delay claims processing. Invoices may be submitted by email to email@example.com, by fax to 1-866-722-1180, or by mail to MetLife Long-Term Care, P.O. Box 14407, Lexington, KY 40512-4633. Payment is generally processed within ten business days after we receive completed proof of loss (e.g. invoices, billing statements) satisfactory to us. Please do not submit proof of loss if services have not yet been rendered.
If you have enrolled in the Assuricare invoice submission process, please contact Assuricare directly at 844-277-8742, between 8am and 6pm Eastern Monday through Friday, to get further instruction on how to complete your submission.