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Customer Focus

Customer Focus

Every year, MetLife serves millions of customers around the globe. We listen closely to customer needs and work hard to provide easy access to and comprehensive support for our products. We know that in today’s changing world, we need to give customers what they want, when they want it, through platforms of their choice.

We are investing heavily in our digital transformation, to update foundational standards for our business, capture areas of competitive advantage and accelerate disruptive innovation. Digital is core to our success, and it’s at the center of our enterprise strategy. It allows us to do more for — and with — our customers, and do it faster, simpler and more easily.

Based on what we have learned from customers and through the process of transforming our company’s strategy and operational practices, we have also created a standard new product development process. We are now fully focused on producing products that meet the precise needs of our customers.

In 2017, MetLife:

  • Announced the launch of a first-of-its-kind digital benefits platform for small businesses in the United States, in partnership with IBM.
  • Created a new product development process to simplify offerings and more clearly connect our products to customer needs.
  • Recognized by J.D. Power for providing “An Outstanding Customer Service Experience” for the Customer Solutions Center’s Live Phone Channel for Auto and Home agents and brokers (first time) and Retirement Income Solutions (second year in a row).
  • Launched the 15th annual U.S. Employee Benefit Trends Study, and related studies in Greece and the United Arab Emirates, demonstrating continued advocacy and expertise for employers.
  • Established a partnership with the U.S. Chamber of Commerce and launched the Small Business Index, which measures the health of small businesses in the United States.
  • Announced MetLife Digital Ventures and MetLife Digital Accelerator, powered by Techstars, two new insurtech programs that are providing advantages in identifying and capitalizing on emerging consumer and technology trends.
  • Paid approximately $45 billion to policyholders.


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Our Purpose & Values

We are guided by a clear purpose and sound values that connect and guide us in everything we do.

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2017 Annual Report

2017 MetLife Foundation Annual Report
MetLife Foundation is proud to present its 2017 Annual Report
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