MetLife Auto & Home ? is Here for You

MetLife Auto & Home is leveraging its existing business continuity plans and revising these plans through the lens of a global pandemic. This includes reviewing a number of potential scenarios, including employee and location outages as well as various work from home solutions and stress testing our plans.

We are focused on ensuring business operation continuity during this time. This includes responding to inquiries and processing and paying claims. To achieve this, we are conducting mock pandemic exercises, stress testing critical processes and systems, and determining alternate solutions for all critical processes, including resources and technology. Our planning also includes testing for a high number of resources being out due to illness and counter-measures and supplemental staffing, should this situation arise.

MetLife Auto & Home remains committed to ensuring our customers get the service they expect, maintain the coverages they need, and that we process all claims for all products in a timely manner. We are working with our customers in affected markets to promptly address their questions on coverage, claims, and treatment. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

Yes, MetLife Auto & Home is prepared to handle a shift to a remote workforce. Our staff is already equipped to work remotely and securely. The MetLife Auto & Home claim team is cross-trained and equipped with capabilities and alternative methods to service your claims. If a pandemic results in increased claims, we can adjust accordingly and handle any spikes in volume.

The health and well-being of our employees is a top priority. MetLife Auto & Home is closely monitoring the coronavirus situation around the world. We are taking a number of proactive steps to protect the well-being of our employees. These include:

• A ban on all non-essential travel, both internationally and domestically,
• All U.S. employees, unless otherwise noted, are working from home until further notice,
• Employees who are part of our business continuity plan's critical-process work are coming to the office on rotating schedules,
• Deep cleaning of facilities where our people work
• Regular consultations with medical professionals to ensure our policies remain robust.

While you may be able to suspend your auto liability insurance coverage, if you do, your vehicle will be uninsured. If your state verifies that registered vehicles maintain liability insurance, you may receive notification from the state indicating that your vehicle is not insured, and you may be subject to fines and/ or penalties.?

If you suspend liability coverage, it may not be legal to drive or operate your vehicle on a public roadway. Also no one else will be able to drive or operate your vehicle on a public roadway (i.e. can not drive to the doctor’s office or pharmacy).?

Contact your state DMV to know what is required in your specific state. Generally, however, in many states, if you suspend your auto liability insurance you are required to notify the state that the vehicle is not going to be operated on roadways. Additionally, some states require that you return the vehicle’s license plate to the Department of Motor Vehicles before you suspend coverage.

There may be other ways to save more on your auto coverage, while keeping you and your family protected. For example, consider completing an online driver safety course, such as one of the National Safety Council Driver Improvement Courses. These courses can be completed in less than a week and you may qualify for a discount for up to three years. The NSC Driver Safety Courses can be found at www.nsc.org/metlife.

Call our customer service team at 1-800-438-6381 to discuss any potential discounts or savings for which you may be eligible. If you work with an independent agency, please call your agency for assistance.

We encourage customers to submit their claims, even if they are in doubt of coverage or need specific coverage guidance. We will help determine whether the claim is covered.

As the health of our customers and associates remains our highest priority, our claims adjusters may use alternative contact-less approaches to help settle your claim, reducing person-to-person contact as well as individuals' concerns during these times. We will continue to assess and make appropriate adjustments to ensure the safety of our associates and to ensure our customers are assisted in a caring and timely manner.?

Our team has business continuity plans in place and will be processing and paying claims during this time.?

Our team has business continuity plans in place and will be responding to customer inquiries during this time. Customer service can be reached at 1-800-438-6381 or you can access your policy online at MetLife.com. If you work with an independent agency, please call your agency for assistance.

MetLife Auto & Home is committed to continuing to provide timely service during this challenging time. If customer demand is higher than expected, we will communicate with our customers to properly set expectations around our ability to deliver services within specific timeframes.

We are working with our customers in affected markets to promptly address their claims and servicing needs. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

You can register your policies online at MetLife.com to utilize the MetLife Online Service Center. To create an online account, select "Log In" in the upper right-hand corner of the homepage and then select "Create a new account." You will need to have your policy number and effective date handy in order to create the account. This information can be found on your auto insurance ID card or policy declarations page.

If you previously registered for an online account, simply visit MetLife.com, select "Log In" in the upper right-hand corner of the homepage, and enter your user ID and password. There is a password reset process available online if you forgot your login credentials.

You can access your auto insurance ID cards online at MetLife.com and through the MetLife mobile app (available in The Apple Store and Google Play store).?

In New York, registration can be canceled by returning your plates to the DMV via mail. You may contact us at 1-800-438-6381?with the postmarked date that the plates were returned and we will remove the vehicle from your policy. Please note that the date postmarked must match the date of removal or you could potentially receive a letter from the NY DMV for a lapse in insurance coverage.

In Massachusetts, registration can be canceled online if the plates are registered to one person. Limited RMV offices are open by appointment only for in-person registration changes. Once the plates have been canceled, you can send us the plate return receipt or contact us to remove the vehicle the date the registration is canceled.

We will be suspending all pre-insurance inspections on automobile policies in all states where pre-insurance inspections are required (Currently NY, NJ, FL, MA).?

If your vehicle usage has temporarily changed, please contact us at 1-800-438-6381 to complete a review. If you work with an independent agency, please call your agency for assistance.

Many of MetLife Auto & Home auto insurance policies already provide coverage for people using their personal vehicles for delivering medicine or food. MetLife Auto & Home is extending coverage under all personal auto insurance programs at no additional charge while customers are making deliveries in response to the crisis, effective March 20 through July 1, 2020.

Effective immediately, our property inspection providers will only be conducting exterior inspections. As the health of our agents, associates, and customers remains our highest priority, our intent with this approach is to reduce person-to-person contact as well as individuals' concerns during these times.

With increased usage and exposure online for virtual school, work, banking and e-commerce, MetLife Auto & Home recognizes the increased risk of cyberattacks. To help, MetLife Auto & Home is extending its existing cyber security services through CyberScout to immediate family members of current customers through August 2020^****, regardless of whether they live in the insured's household or not.

We understand you are likely driving fewer miles during this time, so our MetLife Auto^? customers will receive a 15% credit of two months premiums.^* Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment and will waive late payment fees. If you are still able to pay your bill, we encourage you to do so. If you can make a partial payment, that may also help reduce your overall balance. Any state-specific guidance providing a longer noncancellation period or other related requirements will supersede this policy.

No. The premium credit only applies to active MetLife Auto policies.?

The premium credit will be applied to your balance as described above.?

Customers who have paid premiums in full will receive a payment equivalent to the credit. If the credit overpays the remaining balance, the difference will be refunded.

Please allow 10-14 business days for the refund check to be received, after the credit has applied.?

The premium relief program provides a credit to future bills.?

Standard reinstatement procedures are in place. Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment. If your policy canceled for non-payment on or after March 14, 2020, please contact us to discuss reinstatement.?

We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, the premium credit program applies to premiums paid in April and May 2020.?

Yes, this includes all policy types.?

The same terms apply.

Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit.

MetLife Auto & Home will automatically apply the credit beginning in June.?

We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, the premium credit program applies to 15% of two months of premium. We understand that not all companies are providing the same credit. However, we are continuing to monitor this situation.?

No, using your ID theft coverage will not impact future premiums.

The state of California asked all insurers to review the impact of reduced driving and apply a credit to account for that reduction. MetLife Auto customers will receive a 15% credit of two months premiums.** Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

If you purchased a policy through our employer-group insurance program, and are laid-off, furloughed, or unemployed as a result of the pandemic, we will maintain your group rates and, if applicable, payroll-deduction discount, for an additional term for those policies renewing prior to July 1.

We're here to help! If payroll deduction is no longer an option, please contact us at 1-800-438-6381 for payment solutions to fit your needs.

Please contact your carrier directly for any specifics to policy related inquiries.

For customers affiliated with NYSUT, customer service can be reached at 1-866-697-8822 (866- NYSUT-22) for all policy questions and/or changes.

Because your premium can change throughout the month due to renewal or policy changes you request, we can't tell you exactly what your credit will be until the end of May. But you can get a sense of what your credit will be by taking 15% of your normal monthly premium***. For example, if your 6-month policy premium is normally $1200, one month of premium would be $200. If your policy is active on May 31st, 2020, you will be eligible to receive a credit** of 15% of two months premium and in this example, that credit would be $60. And if you bought a policy after the beginning of April or May, your credit will be prorated based on the amount of time you were insured with us those months.

Each policy is different, as your billing schedule is based on your chosen pay plan and the effective dates of your policy term. Once the credit is applied, beginning in June, the remaining balance on your policy will be adjusted down to reflect the amount of the credit. From there, we will take your new balance and revise your billed amount based on your chosen pay plan. The new bill amount or deduction will be reflected most likely in June or July, depending on your billing schedule.

If you are paid in full, or this credit pays your balance in full, you will receive a refund for any overpayment, unless your policy renewal has processed. In which case, the credit will be applied to your renewal balance. If a refund is due, please allow up to 10-14 business days for processing once the credit is applied.

If you have a bill hold placed on your policy, you will see the credit reflected when normal billing resumes.

If your policy is currently on a billing hold, the hold will be removed depending on your state's directive, with the earliest being 7/1/2020. During this time you can contact us to make full or partial payments of any outstanding premium you may owe. When the hold is released on your account, it will generate a billing statement for any remaining outstanding premium based on your billing schedule.?

We are here to help, if you are still experiencing impacts from COVID-19, please contact us at 800-438-6383 to discuss payment arrangements and/or other payment plan options.

As communicated, your premium credit will be applied to your policy by June 30th. The credit MetLife Auto & Home will apply to your account will be reflected as a payment, and will be in addition to any other payment made on your policy.

We have options for you to learn the amount of your credit, once applied.

• You can review your account on-line by visiting online.metlife.com. If you have not already registered your account, you can do so here.
• You can review the payment history on our mobile app (MetLife US App on the Apple App store or Google Play). Sign in or register your account to view your payment history.
• With your policy number, call 800-438-6381 using our automated phone system to hear your payment history. (Note: the information you hear specific to your credit may sound like a payment was taken from your account, but please know this is not the case. The credit amount referenced was applied as a payment and reduced your outstanding balance.)