MetLife says it has strengthened its claims handling, focusing on areas such as communications to better support customers.

“At the heart of insurance is delivering what a member needs at the moment they need it,” COO Olivia Sarah-Le Lacheur said. “We all know that claim time is the moment of truth.”

The life insurer says increased personalisation and clearer communications with policyholders have made the claims process easier.

Policyholders can choose how they receive communications and are provided with their claims manager’s contact details.

“This ensures [they] can have confidence that their claims will be paid in a timely manner and their questions are appropriately addressed without multiple repeat conversations,” MetLife said.

The insurer says it has also invested “significantly” to speed up claims and has a team of customer service staff trained to handle sensitive situations, including supporting people with complex conditions.