MetLife Expands Customer Experience Capability

MetLife Connected Benefits to further accelerate voluntary benefits linkage, driving comprehension and utilization, maximizing value of employer offerings for today’s workforce

NEW YORK--(BUSINESS WIRE)--Today MetLife announced a significant customer experience enhancement with an expanded connected benefits capability – creating more value for both employers and employees when benefits are packaged and designed to work together. The upgraded functionality utilizes technology to screen certain permission-based medical and pharmacy claims and user activity to deliver personalized benefit education and streamlined claims processes across MetLife’s robust portfolio of products.

As benefit plans expand to meet the rising expectations of today’s workforce, employers are faced with increasing challenges around lack of benefit education – MetLife’s 2024 U.S. Employee Benefit Trends Study found 62% of employees are not completely confident they know about all of the benefits offered to them, which can result in lower benefit utilization and satisfaction. MetLife's data also finds 73% of employees say benefits integration is important to them, underscoring increased expectations for streamlined and cohesive experiences.

“Our expanded MetLife Connected Benefits capability addresses the awareness and education gaps that today’s employees face while enhancing the customer experience,” said Bradd Chignoli, executive vice president of National Accounts and Financial Wellness at MetLife. “We’re setting a new bar in helping employers and their employees understand how benefits can work together to meet their specific needs. This expansion underscores our commitment to empowering employees to make the most of their benefit choices as well as help employers sustain a productive and healthy workforce.”

As a market leader with one of the industry’s largest voluntary benefit portfolios, MetLife brings deep expertise in offering solutions that meet the needs and goals of today’s workforce. MetLife Connected Benefits taps into the strength of these robust benefit solutions, linking seamless experiences and providing comprehensive education that drives utilization. MetLife’s data finds employees who choose and successfully use benefits are holistically healthier, leading to better business outcomes including employees who are 1.3x more likely to feel loyal and engaged at work.

MetLife Connected Benefits is enhancing holistic experiences across the product portfolio, for example:

• Nayya Claims is now the primary technology solution to analyze medical claims data which enables MetLife Connected Benefits for accident & health (A&H) and dental products. Nayya Claims’ sophisticated technology intakes permissioned medical and pharmacy claims data to proactively identify claims opportunities and scenarios where additional services may be available, such as offering more frequent dental cleanings for employees diagnosed with diabetes or who are currently pregnant.
• This is an enhancement of MetLife’s current capabilities that leverage data across MetLife’s accident and health (A&H), disability, and dental insurance to link and identify additional benefit opportunities.
• MetLife Legal Plans and MetLife and Aura Identity & Fraud Protection also links employee experiences. For example, Identity & Fraud Protection can detect a new loan inquiry on an employee’s credit file and proactively serve up access to legal services to support loan-related activities such as the home buying process. And once an employee completes their digital estate plan, they are reminded that they can securely store and share copies of their estate plan documents using the Aura vault.

As part of MetLife’s business strategy, MetLife Connected Benefits now works with its Upwise benefit engagement platform to deliver a seamless experience with decision support at enrollment and on-going communications on when and how to leverage benefits throughout the year. MetLife is committed to building a more confident future for all, and MetLife Connected Benefits is not only solving the comprehension and utilization challenges of today, but will continue to evolve across the portfolio to meet the growing benefit experience needs of the future.

For more information about MetLife products & services, please visit https://www.metlife.com/business-and-brokers/employee-benefits/

About MetLife

MetLife, Inc. (NYSE: MET), through its subsidiaries and affiliates (“MetLife”), is one of the world’s leading financial services companies, providing insurance, annuities, employee benefits and asset management to help individual and institutional customers build a more confident future. Founded in 1868, MetLife has operations in more than 40 markets globally and holds leading positions in the United States, Japan, Latin America, Asia, Europe, and the Middle East. For more information, visit www.metlife.com.

About Nayya

Nayya is a leading innovator in employee benefits uniting data and technology to deliver a trusted benefits adviser to every employee. Nayya unites health, wealth, and wellness to drive value across the entire employee benefits journey, reducing friction, increasing understanding, and driving action. Our technology empowers benefits carriers and broker intermediaries to differentiate through employee experiences that enhance the value of their offerings.