MetLife Expands Customer Experience Capability

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.