MetLife expands customer experience capability

MetLife announced a significant customer experience enhancement with an expanded connected benefits capability. 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 portfolio of products.

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.

“Our expanded MetLife Connected Benefits capability addresses the awareness and education gaps that today’s employees face while enhancing the customer experience. 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.” – Bradd Chignoli, executive vice president of National Accounts and Financial Wellness at MetLife.

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.