Step-by-step Complaints Procedure

We would like to:

• Make it easy for our customers to voice their complaints
• Listen to the complaints
• Consider how our customers would like us to remedy their complaints
• Make sure our customers are satisfied with how their complaints were handled

How and where to complain ?

We are committed to resolve all complaints fairly and quickly, with staff members that have the right experience, knowledge and authority. In most cases this can be done if we are contacted as soon as possible. We will do our best to resolve all complaints by listening to our customers' concerns and agreeing on a solution with them.

We kindly invite our customers to send their complaints and/or concerns in writing to the following address:

MetLife Insurance SA/NV
Ombudsman
11 Boulevard de la Plaine – Pleinlaan 11
1050 Brussels

or via email on the following address:
be_ombudsman@metlife.com

Our aim is to resolve all complaints internally. However, if you are not satisfied with our answers and/or solution, you can address your complaint to the Ombudsman to following coordinates :

Ombudsman van de Verzekeringen / L’Ombudsman des Assurances
35 Square de Meeûs - de Meeûssquare 35
1000 Brussels

Additional information can be obtained by visiting the Ombudsman web site at www.ombudsman.as