Citi Benefits Handbook
Filing a Claim for Basic Life, Basic Accidental Death & Dismemberment (AD&D), Group Universal Life (GUL), Supplemental AD&D, and Business Travel Accident/Medical (BTA/BTM) Insurance
You must provide notice — either written, authorized electronic (i.e. fax, email), or telephonic notice of your claim — within 31 days after a covered loss occurs or begins or as soon as reasonably possible.
  • For Basic Life, Basic AD&D, GUL, Supplemental AD&D and BTA/Medical insurance, you or your beneficiary may call the Citi Benefits Center. Call ConnectOne at 1 (800) 881-3938. See the For More Information section for detailed instructions, including TDD and international assistance.
If proper notice, as indicated, is not given in that time, the claim will not be invalidated or reduced if it is shown that proper notice was given as soon as was reasonably possible.
Notice should include the insured's name and policy number and the covered person's name, address, policy and certificate number.
Survivor Support will send claim forms for filing proof of loss when it receives notice of a claim. The claimant must provide written or authorized electronic (i.e. fax, email) proof of loss, satisfactory to MetLife, within 90 days of the loss for which the claim is made. If Survivor Support does not send claim forms within 15 days after it receives notice of a potential claim (this may be longer if additional documentation is required), you or your beneficiary can submit — within 90 days — written or authorized electronic proof of the nature and extent of the loss for which the claim is made.
Failure of a claimant to cooperate in the administration of the claim may result in termination of the claim. Such cooperation includes, but is not limited to, providing any information or documents needed to determine whether benefits are payable or the actual benefit amount due.