I was asked by my Dentist’s office to confirm if any changes to my group #. My initial questions could not be handled by the automated system. I was pleasantly surprised to see how fast the automated system transferred me to a live customer agent to handle my questions. Neika, the assigned agent, handled my questions on the spot. She also offered to send updated cards by mail. After 9:30 PM (et), the entire situation was handled in less than 7 minutes. I was impressed. Thank you.

I have had to use the MetLife disability services a few times and every single time I need to it is a nightmare to try to navigate the online experience whether it would be through the website or through the mobile app. It is constantly showing incorrect information that I need to reach directly out through the phone lines to clarify with their representative on the phone and half the time they don’t even even know what’s happening I’ll receive information that things were approved and then when I click into the app, it says that they’re not approved and that never updates. And only when I call do I find out that no it was approved and I didn’t need to worry and stop what I was doing to contact them. I can’t imagine what it was like previously but for the past 2026 calendar year and it’s entirety the app has been like this and it also crashes and or says that it can’t load information whenever I need to click into case details and such.

Received email invitation to download my ID card. The provided link didn’t work. It, instead, directed me to download the MetLife app. After downloading and registering, it permitted me to see my ID card, but it gave me an error when I tried to put it in apple wallet. Today I wanted to see the ID card to check in for an oral surgeon. Now the app won’t even let me see the ID card. In addition, it tells me I’m not insured by MetLife. The phone number given was busy, so I went searching for another number. I got MetLife customer service which was an AI bot that was dumb as a rock. When I finally got a real person, they verified I was still insured, but couldn’t help with the app. They transferred me to someone else who also asked a lot of questions, but was no help. Her advice? Log out and log in again. Of course, that turned out to be worthless advice. I’ve since removed the app, since it is just taking up space.

I have had 4 calls about this issue with the app and have an open case that has not been resolved. A few weeks ago (3-4), my app all of a sudden started saying I don’t have dental coverage (I do) and when I called or used the website, all my information was showing up correctly. So I called and a very nice person said they would open a ticket and let me know when they start looking into it.When the IT team first started trying to fix it, they changed my password WITHOUT notifying me. There is sensitive information on my account and that was a breach of trust. I called to complain, and another nice woman said that the IT team hadn’t looked into it yet since my call a week prior, and they might not know how to fix it since there is no IT team for the app, just the website (which works for me). She then went to ask them and turns out they WERE looking into it but did not write anything down on the ticket (so there is no trace or accountability as to who changed my password). She then said call back in a week if no one contacts me, which no one did, so I called and got someone who did not seem willing to help. This was two weeks ago, and my account is still not fixed.