Citi Benefits Handbook
Claims and Appeals
You should file a STD claim as soon as you know you will be out of work for more than seven consecutive calendar days due to a non-work-related illness. If you are unable to file the claim yourself, someone may file the claim on your behalf.
To file a claim, call MetLife, the Claims Administrator for STD benefits, at 1 (888) 830-7380; for text telephone service, call 1 (877) 503-0327. You can also call ConnectOne at 1 (800) 881-3938 and follow the prompts to report a disability. See the For More Information section for detailed instructions, including TDD and international assistance.
You should expect to provide the Claims Administrator with the following information when you call:
- Name, address, telephone number and GEID;
- Manager's/supervisor's name, telephone number, email address and mailing address;
- Your health care provider's name, address and telephone number; and
- Information about your illness. Note: You should not give specifics, such as a medical diagnosis, for non-work-related injuries or illnesses to your manager/supervisor.
After you report a claim, the Claims Administrator will contact you if any additional information is necessary for MetLife to evaluate your claim. Once the Claims Administrator has collected and reviewed all the relevant data, the Claims Administrator will approve or deny your claim. Benefits are approved for a fixed period of time, as determined by the Claims Administrator. The initial approval period is an estimate of how long it would take a regular person to recover from your disabling condition and may be adjusted based on medical information or other extenuating circumstances.
The case manager assigned to the claim will notify both you and your manager of the Claims Administrator's decision regarding your claim. The Claims Administrator will specify a date that you are expected to return to work from an approved claim. If you are unable to return to work on the specified date, contact the Claims Administrator immediately.
MetLife, as the fiduciary, is responsible for adjudicating claims for benefits under the Disability Plan and for deciding any appeals of denied claims. The Claims Administrator shall have the authority, in its discretion, to interpret the terms of the Disability Plan, to decide questions of eligibility for coverage or benefits under the Disability Plan, and to make any related findings of fact. All decisions made by the Claims Administrator shall be final and binding on participants and beneficiaries to the fullest extent permitted by law.
Except as otherwise prescribed by the rules of the Plan Administrator or Claims Administrator, the procedures will be as described in "Initial Determination" and "Appealing the Initial Determination."
On May 4, 2020, the U.S. Departments of Labor and the Treasury (the Agencies) issue guidance that temporarily extends the deadlines in place for certain benefit changes and processes associated with election, notification, payment and claims/appeals in connection with COVID-19, which was deemed a National Emergency on March 1, 2020 (the National Emergency). To protect individuals from losing benefits, the Agencies extended deadlines that might have been missed during the National Emergency, which ended on May 11, 2023. The temporary extension of the deadlines expired on July 10, 2023, 60 days after the end of the National Emergency.
If your deadline to file a claim or appeal occurred during the National Emergency (March 1, 2020 - May 11, 2023) and you have exceeded the deadlines outlined in the plan documents or denial notification, you may have additional time to submit your claim or appeal.
For more information, call MetLife, the Claims Administrator for STD benefits, at 1 (888) 830-7380; for text telephone service, call 1 (877) 503-0327. You can also call ConnectOne at 1 (800) 881-3938 and follow the prompts to report a disability. See the For More Information section for detailed instructions, including TDD and international assistance.