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Paying For Your Policy
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How do I change my billing method to automatic checking/savings deductions?
You may have your premium payment automatically deducted from your checking or savings account every month – on the day that you choose – by completing this form and mailing it back to us.
If your bank account changes in the future, simply fill out and return the form to us again, with your new account details.
How do I make a payment?
We accept payment via mailed check or by automatic monthly deduction from a checking or savings account. We do not take credit cards, nor do we accept checking/savings payments over the phone or online.
Did you know that with automatic deductions you can pick the day of the month that your payment is made? It's simple to get started, just download this form and return it to the address indicated on the form.
Where do I send my payments?
Payment addresses differ by the type of long-term care product you have. Please use the address on your bill, or, if you don’t have a copy of your bill, use the appropriate lockbox below. Allow 10-14 business days for payments to be posted to your policy.
Long-Term Care Insurance purchased through: | Send payment to: |
An employer Group, Individual policy beginning with 200 or 199, | MetLife |
AARP and you have a member # | MetLife AARP – LTC |
Individual policy beginning with 048, 143, or 228 | MetLife ILTC |
I pay my premiums annually. Can I enroll in automatic checking/savings account deductions for these payments?
Automatic deductions for premium payments are only available when you're paying on a monthly basis. Did you know that for most policies you can pick the day of the month to make your premium deduction? If you'd like to set up this way of paying for your long-term care insurance simply complete this form and mail it to the address noted.
Do you accept credit cards as a form of payment?
MetLife Long-Term Care explores ways to improve how we serve our customers on an ongoing basis. While payment by credit cards is not an available option at this time, we will update our customers if it becomes available in the future.
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 both to the same address will delay processing. When making payments or returning forms please use the mailing address or fax number (if applicable) noted on the form.
Policy Information, Servicing and Authorizations
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What are my policy benefits?
Your benefits are specific to you and the selections made when acquiring your policy or certificate. Please review your policy for information specific to your coverage, and, if you still have questions, call the appropriate Customer Service number. (See “Can’t Find Your Answer?” on the Contact Us page for all contact numbers.)
How do I authorize someone to act on my behalf regarding my policy?
Your spouse is already permitted to act on your behalf, however, if you’d like to designate someone other than your spouse please provide us with documentation appointing your financial representative. The paperwork should detail the powers you wish to grant that individual. (Generally, this type of paperwork is prepared by an attorney.) Please note that authorizing someone to act on your behalf is not the same as granting them the authority to see your protected health information.
Please send all documentation to longtermcareclaims@metlife.com. You may also fax it to 1-866-722-1180 or mail it to:
MetLife Long Term Care Claims
PO Box 14407
Lexington, KY 40512
How do I authorize someone to receive my policy coverage or claim information?
Complete and return our Privacy Authorization Form, which will allow you to designate individuals to whom we may release any or all protected health information about your long-term care coverage or claim. Please note that granting someone the authority to see your protected health information is not the same as giving them the rights to act on your behalf regarding your policy.
Can someone else be notified if my policy is about to lapse?
Yes, you may 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. (Use the same form if you want to remove or change your designees.)
What if I have an address or phone number change?
Please call Customer Service to have your information updated in our systems. Or, you may complete and return this form.
Can I change the agent listed on my policy?
You may change the servicing agent listed on your policy to another MetLife affiliated agent. Please fill out this Servicing Agent Change Form to get the process started. If you need help selecting an agent, give us a call. Or, if you already have a new servicing agent identified simply sendus this completed Servicing Agent Form to FPSLTC@metlife.com.
How often do I have to accept an inflation offer?
Many long-term care 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?
To decrease your coverage simply mail us a signed letter of instruction. (Based on your policy or certificate, you may also be able to decrease coverage by calling Customer Service.)
If writing be sure to include the policy number, name, address, and instructions as to the desired level of coverage. Mail to:
MetLife Long-Term Care
P.O. Box 14634
Lexington, KY 40512-4634
Claiming Your Benefit
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How do I file a claim to use my long-term care benefit?
First, review your policy to understand your coverage. If you feel you meet the benefit eligibility criteria, please contact the Customer Service Center at 800-308-0179. A Benefit Intake Specialist will gather pertinent information and discuss next steps. (Note that this phone number is only for use when you’re ready to file a claim. See “Can’t Find Your Answer?”on the Contact Us page for Customer Service phone numbers.)
Who might I be speaking with during the benefit approval and invoicing processes?
A Benefit Intake Specialist will be your initial point of contact, working with you to gather pertinent information and get your benefit claim paperwork started.
A Care Coordinator will then review your benefit claim, gathering additional documentation needed to make a decision on your benefit eligibility – approving or denying.
If your benefit eligibility is approved, a Claims Analyst will review the proofs of loss you submit for reimbursem*nt, such as invoices, home care plans, billing statements, etc., to make sure they are in-good-order before approving for payment. Most invoices are reviewed within 10 business days.
If your benefit eligibility is denied and you file an appeal, a Senior Appeal Specialist will review your request and render an appeal decision.
What happens if my benefit claim is approved?
If your benefit claim is approved, you will receive written communication of the approval and the details of the benefit eligibility period. You will also receive a payment guide that tells you how to submit documents (e.g. invoices, billing statements) in order to receive claim reimbursem*nt. For your convenience – here are links to the payment guides:
Provider Payment Guide &Invoice (Informal)
Provider Payment Guide & Invoice (Independent)
Provider Payment Guide (If your care is provided for via Home Care)
Provider Payment Guide (If your care is provided by a Facility)
What happens if my benefit claim is denied?
If your benefit claim is denied, you will receive written communication detailing the basis of denial. You will also be provided with an appeal form, should you wish to appeal the decision.
How does the appeals process work?
The appeal process is based on policy provisions and state variations.If your benefit claim is denied, you may appeal the denial in writing using a form that will be provided with the denial letter. A Senior Appeal Specialist will review the information and render an appeal decision as to whether the benefit claim will be approved or denied. Please refer to your policy or Care Coordinator for more details.
Claim (Invoice) Repayment
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When do I send in my invoices?
Once you’ve been notified by us that you are eligible to use your benefit you will also be instructed on where and when to send your invoices for reimbursem*nt. Until then, do not send in invoices. (Most policies require that you submit invoices for reimbursem*nt only after the care has been provided – not in advance.)
How do I submit an invoice for reimbursem*nt?
Please refer to the provider guide you received with your confirmation letter, for the appropriate documentation to include. Digital versions of provider guides appear below, for your convenience:
Provider Payment Guide & Invoice(Informal)
Provider Payment Guide & Invoice (Independent)
Provider Payment Guide (If your care is provided for via Home Care)
Provider Payment Guide (If your care is provided by a Facility)
It’s important to choose only one method to submit an invoice, as duplicate submissions of the same invoice will delay processing. Also, be sure to submit invoices only after services have been rendered, (unless specifically instructed otherwise by your Claims Coordinator). Invoices submitted prematurely will not be approved and will have to be resubmitted.
If you have enrolled in the Assuricare invoice submission process, please contact Assuricare directly at 844-277-8742 to obtain instructions on how to complete your submission.
If my benefit claim is approved, when can I expect to be reimbursed for invoices?
Once you have submitted an invoice in good order, your reimbursem*nt will be processed, generally within 10 business days. Most policies contain a waiting period, elimination period, or deductible period which must be met before reimbursem*nt is paid – see your policy or certificate for more details.For a status on your invoice please call 1-888-687-0977 and use our automated system.
Can my reimbursem*nt be direct deposited to my bank account?
Yes, you will need to complete and return the appropriate Insured Electronic Claim Payment Authorization Form to initiate direct deposit. Select either Direct Deposit – Individual or Direct Deposit – Group, as applicable. (If you don’t know if your policy is a group or individual policy, see “Can’t Find Your Answer?”on the Contact Us page.) NOTE: If you are unable to attach a voided check at this time, please make use of Section 2 of the form to provide us with the Insured Name, Check Routing Number, and Checking Account Number.
I would like to have my claim reimbursem*nt made to the provider, instead of me. How do I make this change?
To have reimbursem*nt made directly to a provider, instead of yourself, please call 888-687-0977 to obtain an Assignment of Benefits form.Please note, reimbursem*nt for your long-term care expenses can only be made to you, your estate, or the provider administering your covered long-term care services.
