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Make a Claim

Follow this step-by-step guide to make your claims.
We understand that making a claim can be distressing at a time when you have a lot on your mind.

So we’ve tried to make the process as straightforward as possible with this step-by-step guide. If you need help, at any point in the process, you can call us confidentially on +977 1 5555 166 or send us an email to service-nepal@metlife.com.np

To help us to process your claim as quickly as possible, please make sure that all of the documents you send us are completed and signed by the right people.   

Overview

The following instructions will tell you everything you need to know when you make a claim - and when you need to send it.  

1.    Please make sure that we are notified by you, or on your behalf, about any claim you are making as soon as the incident has occurred. You can write to us, fax, email or call us. If you wish to notify us on the death of an insured person, please refer to the death claim in point 2 below for details on notification procedure. 
 
      Write to:    
      Attention: Claims Department
      American Life Insurance Company
      Narayani  Complex, Pulchowk, Lalitpur.
      PO Box: 11590, Nepal
      Tel:     977 1 5555166
      Fax:     977 1 5555173

      email: service-nepal@metlife.com.np

2.    Please collect all the documents related to your claim and send to us immediately. Select the claim type below and you can see the full list of documents that are needed for your claim. 

  • Death Claims under individual policies
  • Death Claims under Group Policy
  • Death Claims under Rural Credit Insurance
  • Permanent Disability - Total or Partial 
  • Living Benefits – Life Shield
                    i.    Accidental Medical Reimbursement 
                    ii.    In-Hospital Allowance 
                    iii.    Accidental Disability Income 52 weeks
  • Living Benefits - Critical Illness

Group Medical Claims

3.    Please make sure that all the documents related to your claim are written in either English or Nepali.  If any documents are in another language – if you had an accident overseas, for example – they should be translated by an official public translator before you send them to us. 

4.    To help us process your claim as quickly as possible, we ask you to follow the above steps carefully. Otherwise your claim could be delayed or potentially rejected In certain cases, we may also need you to attend a medical examination before we can complete your claim. If this applies in your case, we will inform you about it.

5.    After a Claim is paid, it is very important that you or your beneficiaries return the claim receipt to us immediately, as we are legally required to store this document in our records. 

Documents you need to make a claim
Death Claims under individual policies Collapsed Expanded

The following documents are the basic requirements which must be submitted to process a death claim.
1. Original policy document
2. Copy of death registration certificate issued by local registrar's office attested by Notary Public.
3. Copy of citizenship of beneficiary/ies as well as insured attested by Notary Public
4. Copy of birth registration certificate in case of minor attested by Notary Public.
5. Copy of relationship certificate showing relationship between beneficiary/ies & the insured with photographs of all concerned. In case of minor beneficiary, relationship certificate with photographs of all related persons eg. Insured, minor beneficiary/ies, surviving parent etc. attested by Notary Public 
6. Copy of succession certificate issued by court naming all legal heirs and share (in case beneficiaries are the legal heirs) attested by Notary Public.
7. Treatment papers from the hospital
8. Death certificate from the hospital
9. Police report (in case of accidental or suspicious death)
10. Autopsy report (in case of accidental or suspicious death)
11. Viscera report (may be required in certain accidental or suspicious death)
12. Claimant's statement to be completed & signed by each beneficiary and to be attested by Notary Public
13. Physician's statement to be completed, signed & stamped by the last Physician who confirms death
14. Newspaper clippings (obituary ads, news etc.) [if available]

Death Claims under Group Policy Collapsed Expanded

The following documents are the basic requirements which must be submitted to process a death claim under a group policy. 
1. Original group certificate
2. Copy of original death certificate issued by local registrar's office attested by Notary Public
3. Copy of citizenship of beneficiary/ies as well as insured attested by Notary Public
4. Copy of relationship certificate showing relationship between beneficiary/ies & the insured with photographs of all concerned. In case of minor beneficiary, relationship certificate with photographs of all related persons eg. Insured, minor beneficiary/ies, surviving parent etc. attested by Notary Public
5. Copy of succession certificate issued by court naming all legal heirs and share (in case beneficiaries are the legal heirs) attested by Notary Public.
6. Treatment papers from the hospital
7. Death certificate from the hospital
8. Police report (in case of accidental or suspicious death)
9. Autopsy report (in case of accidental or suspicious death)
10. Viscera report (may be required in certain accidental or suspicious death)
11. Claimant's statement to be completed & signed by each beneficiary and to be attested by Notary Public
12. Physician's statement to be completed signed & stamped by the last Physician who confirms death.
13. Letter from employer stating the date of joining and last working day deceased reported to his office on full time basis as well as the date when he was terminated by the company (In case of group death claim)
14. Salary slip showing last monthly basic salary drawn by late Insured (In case of group death claim)

Death Claims under Rural Credit Insurance Collapsed Expanded
  1. Attested Death registration certificate
  2. Group Letter
  3. Claim form
  4. Attested Relationship certificate
  5. Attested Citizenship certificate of insured and beneficiary
  6. Autopsy, Police report (for accidental or suspicious death)
  7. Loan Balance Details
Group Medical Claims Collapsed Expanded
  1. Treatment papers ( Prescription, Discharge summary etc)
  2. Claim form(supplied by the company to be completed and duly signed by the insured and Policy holder)
  3. Original medical bills
  4. X-ray, CT scan, MRI, Lab Tests etc.
  5. Attendance Record ( for AWI benefit)
Living benefits (Accidental Medical Reimbursement/In-Hospital Income/Accidental Disability Income 52 weeks) - Life Shield Collapsed Expanded

The following documents are the basic requirements which must be submitted to process a AMR/IHA/AWI claim.
1. Notification from insured along with the related details
2. Claim forms (supplied by the company to be completed and duly signed by the Insured and Treating
Physician)
3. Original hospital bills & emergency ambulance bill (if applicable)
4. Original hospital receipt
5. Medical report indicating nature as well as date of accident
6. All relevant X-Rays / CT Scans / MRIs / Lab tests and reports
7. Copy of hospital discharge summary.
8. Police Report (May be required in certain cases)

Living Benefits - Critical Illness Collapsed Expanded
  1. Notification from the insured along with the relevant details.
  2. Claim forms (supplied by the company to be completed and duly signed by the insured and treating physician)
  3. Medical report indicating nature as well as date of diagnosis of disease.
  4. All relevant X-rays/ CT Scans / MRIs / Lab tests / Reports ( Histopathology report, Cytology report etc)
Permanent Total Disability & Permanent Partial Disability Claims Collapsed Expanded

The following documents are the basic requirements which must be submitted to process a disability claim 
1. Notification from insured along with the related details
2. Claim forms (supplied by the company to be completed and duly signed by the Insured and Treating Physician)
3. All relevant X-Rays / CT Scans / MRIs / Lab tests and reports
4. Attending Plysician's Statement (APS) or Medical report indicating nature and date of onset of ailment / accident as well as degree of disability
5. If a claimant is eligible for WP, then timely medical reports will be required. More details will be furnished at the time of each such claim
6. Police Report (in case of accident)

If you are unclear on how to proceed, do call our claims services unit at +977 1 5555166 and ask for one of our claims officers. We will be more than happy to help you.