Frequently Asked Questions COVID-19 Preparedness

MetLife Auto & Home® takes the health and well-being of our customers and their families seriously. During this time, our team is ready and here for you.

What steps is MetLife Auto & Home taking?MetLife Auto & Home is leveraging its existing business continuity plans and revising these plans through the lens of a global pandemic. This includes reviewing a number of potential scenarios, including employee and location outages as well as various work from home solutions and stress testing our plans.

How is MetLife Auto & Home meeting customer needs during this time?We are focused on ensuring business operation continuity during this time. This includes responding to inquiries and processing and paying claims. To achieve this, we are conducting mock pandemic exercises, stress testing critical processes and systems, and determining alternate solutions for all critical processes, including resources and technology. Our planning also includes testing for a high number of resources being out due to illness and counter-measures and supplemental staffing, should this situation arise.MetLife Auto & Home remains committed to ensuring our customers get the service they expect, maintain the coverages they need, and that we process all claims for all products in a timely manner. We are working with our customers in affected markets to promptly address their questions on coverage, claims, and treatment. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

Is MetLife Auto & Home prepared to handle a large shift to remote workers or an increase in claims volume?Yes, MetLife Auto & Home is prepared to handle a shift to a remote workforce. Our staff is already equipped to work remotely and securely. The MetLife Auto & Home claim team is cross-trained and equipped with capabilities and alternative methods to service your claims. If a pandemic results in increased claims, we can adjust accordingly and handle any spikes in volume.

What is MetLife Auto & Home doing for its employees?The health and well-being of our employees is a top priority. MetLife Auto & Home is closely monitoring the coronavirus situation around the world. We are taking a number of proactive steps to protect the well-being of our employees. These include:• A ban on all non-essential travel, both

internationally and domestically,• All U.S. employees, unless otherwise noted, are

working from home until further notice,• Employees who are part of our business continuity

plan's critical-process work are coming to the officeon rotating schedules,

• Deep cleaning of facilities where our people work,and,

• Regular consultations with medical professionalsto ensure our policies remain robust.

July 2020

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MetLife Auto & Home Specific Questions:Q: Can I suspend my auto liability coverage?While you may be able to suspend your auto liability insurance coverage, if you do, your vehicle will be uninsured. If your state verifies that registered vehicles maintain liability insurance, you may receive notification from the state indicating that your vehicle is not insured, and you may be subject to fines and/or penalties.

Q: Can I drive my vehicle if I suspend my auto liability coverage?If you suspend liability coverage, it may not be legal to drive or operate your vehicle on a public roadway. Also no one else will be able to drive or operate your vehicle on a public roadway. (i.e. can not drive to the doctor’s office or pharmacy).

Q: I have decided to suspend my auto liability coverage; what else do I need to do?Contact your state DMV to know what is required in your specific state. Generally, however, in many states, if you suspend your auto liability insurance you are required to notify the state that the vehicle is not going to be operated on roadways. Additionally, some states require that you return the vehicle’s license plate to the Department of Motor Vehicles before you suspend coverage.

Q: Are there other ways to save money on my auto insurance to avoid having to suspend coverage?There may be other ways to save more on your auto coverage while keeping you and your family protected. For example, consider completing an on-line driver training course, such as one of the Adept Driver Training programs. These programs can be completed in less than a week and you may qualify for a discount for up to three years. The Adept Driver Training programs can be found at https://www.adeptdriver.com/metlife/.

Call our customer service team at 1-800-438-6381 to discuss any potential discounts or savings for which you may be eligible. If you work with an independent agency, please call your agency for assistance.

Q: Should I submit a claim if I'm unsure whether it's covered?We encourage customers to submit their claims, even if they are in doubt of coverage or need specific coverage guidance. We will help determine whether the claim is covered.

Q: What special handling, if any, will MetLife Auto & Home put in place to facilitate claim review?As the health of our customers and associates remains our highest priority, our claims adjusters may use alternative contact-less approaches to help settle your claim, reducing person-to-person contact as well as individuals' concerns during these times. We will continue to assess and make appropriate adjustments to ensure the safety of our associates and to ensure our customers are assisted in a caring and timely manner.

Q: Can I file an auto or home claim during the COVID-19 pandemic?Our team has business continuity plans in place and will be processing and paying claims during this time.

Q: Can I contact customer service about my auto and home policies during the COVID-19 pandemic?Our team has business continuity plans in place and will be responding to customer inquiries during this time.

Customer service can be reached at 1-800-438-6381 or you can access your policyonline at MetLife.com. If you work with anindependent agency, please call your agency forassistance.

Q: Should I expect delays in working with MetLife Auto & Home during the COVID-19 pandemic?MetLife Auto & Home is committed to continuing to provide timely service during this challenging time. If customer demand is higher than expected, we will communicate with our customers to properly set expectations around our ability to deliver services within specific time-frames.

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Q: How is MetLife Auto & Home helping those in my area that are affected by COVID-19?We are working with our customers in affected markets to promptly address their claims and servicing needs. This is being done on a local level to observe all regulations, adhere to insurance policy terms, and ensure our customers can easily and quickly engage with us as necessary.

Q: Where can I manage my auto and home policies online?You can register your policies online at MetLife.com to utilize the MetLife Online Service Center. To create an online account, select "Log In" in the upper right-hand corner of the homepage and then select "Create a new account." You will need to have your policy number and effective date handy in order to create the account. This information can be found on your auto insurance ID card or policy declarations page.

If you previously registered for an online account, simply visit MetLife.com, select "Log In" in the upper right-hand corner of the homepage, and enter your user ID and password. There is a password reset process available online if you forgot your login credentials.

In the Online Service Center, you can:

• View/print policy documents• View/print auto insurance ID cards• Pay your bill• Submit a claim

Q: How do I access my auto insurance ID cards?You can access your auto insurance ID cards online at MetLife.com and through the MetLife mobile app (available in The Apple Store and Google Play store).

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Q: How can I delete a vehicle if I am unable to return my plates because the DMV is closed? (NY & MA)In New York, registration can be canceled by returning your plates to the DMV via mail. You may contact us at 1-800-438-6381 with the postmarked date that the plates were returned and we will remove the vehicle from your policy. Please note that the date postmarked must match the date of removal or you could potentially receive a letter from the NY DMV for a lapse in insurance coverage.

In Massachusetts, registration can be canceled online if the plates are registered to one person. Limited RMV offices are open by appointment only for in-person registration changes. Once the plates have been canceled, you can send us the plate return receipt or contact us to remove the vehicle the date the registration is canceled.

Q: What if I am supposed to take my car for an inspection? We will be suspending all pre-insurance inspections on automobile policies in all states where pre-insurance inspections are required (Currently NY, NJ, FL, MA).

Q: What if I am driving less?If your vehicle usage has temporarily changed, please contact us at 1-800-438-6381 to complete a review. If you work with an independent agency, please call your agency for assistance.

Q: Do I have coverage if I am using my car for deliveries?We encourage you to submit claims, even if you are in doubt of coverage or need specific coverage guidance. Our current personal auto insurance policies, in many states, provide coverage while customers are using their vehicles to make deliveries. Additionally, we temporarily extended coverage under all personal auto insurance policies at no additional charge to provide coverage while a policyholder was making deliveries, effective through July 1, 2020.

While we are no longer extending coverage, if your personal auto insurance policy excludes coverage for deliveries, you may be able to purchase our optional Local Delivery Coverage to provide coverage while you are making deliveries.

Call our customer service team at 1-800-438-6381 for additional informationor to purchase. If you work with anindependent agency, please call youragency for assistance.

Q: What if I am scheduled for a property inspection of my home? Effective immediately, our property inspection providers will only be conducting exterior inspections. As the health of our agents, associates, and customers remains our highest priority, our intent with this approach is to reduce person-to-person contact as well as individuals' concerns during these times.

Q: I see other companies are offering policy relief to auto customers, what is MetLife Auto & Home doing?We understand you are likely driving fewer miles during this time, so our MetLife Auto® customers will receive a 15% credit of two months premiums.* Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

Q: Can I defer my premiums?Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment and will waive late payment fees. If you are still able to pay your bill, we encourage you to do so. If you can make a partial payment, that may also help reduce your overall balance. Any state-specific guidance providing a longer noncancellation period or other related requirements will supersede this policy.

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Q: What if I canceled my policy in the middle of April or May? Will I still get a partial credit?No. The premium credit only applies to active MetLife Auto policies.

Q: Will I get a refund if I have already paid for the month? The premium credit will be applied to your balance as described above.

Q: Will I get a refund if I have already paid in full? Customers who have paid premiums in full will receive a payment equivalent to the credit. If the credit overpays the remaining balance, the difference will be refunded.

Please allow 10-14 business days for the refund check to be received, after the credit has applied.

Q: What if I would prefer to have my credit refunded instead of applied to my policy balance? The premium relief program provides a credit to future bills.

Q: What if my policy has already been canceled for non-payment, can I request a reinstatement? Standard reinstatement procedures are in place. Through July 1, 2020, we will not cancel or non-renew policies due to nonpayment. If your policy canceled for non-payment on or after March 14, 2020, please contact us to discuss reinstatement.

Q: What will happen in June if the situation does not improve? Will this program end in May 2020?We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, the premium credit program applies to premiums paid in April and May 2020.

Q: Does the cancel hold apply to all policies, including home insurance? Yes, this includes all policy types.

Q: What if my auto policy just started in April, will I still get the credit? Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. If your policy began in the middle of April or May, the credit will be prorated based on the number of days the policy was active in those months.

Q: What if I am in NY, the governor provided a 12 month grace to pay the 60 days worth of premium, will I still get the credit? Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit.

Q: When will my credit be applied? MetLife Auto & Home will automatically apply the credit beginning in June.

Q: Why is MetLife Auto & Home not offering a higher credit like other companies? We are continuously reviewing the impacts of COVID-19 and evaluating our response. Currently, the premium credit program applies to 15% of two months of premium. We understand that not all companies are providing the same credit. However, we are continuing to monitor this situation.

Q: Will the premium for my auto and home insurance go up if I use the ID Theft coverage? No, using your ID theft coverage will not impact future premiums.

Q: California is saying insurance companies have to refund March and April's payments, is that true? The state of California asked all insurers to review the impact of reduced driving and apply a credit to account for that reduction. MetLife Auto customers will receive a 15% credit of two months premiums.** Policies that are active as of May 31, 2020 will automatically qualify for the MetLife Auto Relief Credit. No customer action is required to receive the credit. MetLife Auto & Home will automatically apply the credit beginning in June.

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Q: How much will my credit be? Because your premium can change throughout the month due to renewal or policy changes you request, we can't tell you exactly what your credit will be until the end of May. But you can get a sense of what your credit will be by taking 15% of your normal monthly premium.***

For example, if your 6-month policy premium is normally $1200, one month of premium would be $200. If your policy is active on May 31st, 2020, you will be eligible to receive a credit** of 15% of two months premium and in this example, that credit would be $60. And if you bought a policy after the beginning of April or May, your credit will be prorated based on the amount of time you were insured with us those months.

Q: When will I see my credit on my billing statement or deductions? Each policy is different, as your billing schedule is based on your chosen pay plan and the effective dates of your policy term. Once the credit is applied, beginning in June, the remaining balance on your policy will be adjusted down to reflect the amount of the credit. From there, we will take your new balance and revise your billed amount based on your chosen pay plan. The new bill amount or deduction will be reflected most likely in June or July, depending on your billing schedule.

If you are paid in full, or this credit pays your balance in full, you will receive a refund for any overpayment, unless your policy renewal has processed. In which case, the credit will be applied to your renewal balance. If a refund is due, please allow up to 10-14 business days for processing once the credit is applied.

If you have a bill hold placed on your policy, you will see the credit reflected when normal billing resumes.

Q: What happens after July 1st, will I have to pay my balance in full? If your policy is currently on a billing hold, the hold will be removed depending on your state's directive, with the earliest being 7/1/2020. During this time you can contact us to make full or partial payments of any outstanding premium you may owe. When the hold is released on your account, it will generate a billing statement for any remaining outstanding premium based on your billing schedule.

We are here to help, if you are still experiencing impacts from COVID-19, please contact us at 800-438-6383 to discuss payment arrangements and/or other payment plan options.

Q: Can I view my policy to find out my credit amount? As communicated, your premium credit will be applied to your policy by June 30th. The credit MetLife Auto & Home will apply to your account will be reflected as a payment, and will be in addition to any other payment made on your policy.

We have options for you to learn the amount of your credit, once applied.

• You can review your account on-line byvisiting online.metlife.com. If you havenot already registered your account,you can do so here.

• You can review the payment history onour mobile app (MetLife US App on theApple App store or Google Play). Signin or register your account to view yourpayment history.

• With your policy number, call1-800-438-6381 using our automatedphone system to hear your paymenthistory. (Note: the information you hearspecific to your credit may sound like apayment was taken from your account,but please know this is not the case.The credit amount referenced wasapplied as a payment and reducedyour outstanding balance.)

Q: Is MetLife Auto & Home offering Identity Theft Protection given that customers are going digital?With increased usage and exposure online for virtual school, work, banking and e-commerce, MetLife Auto & Home recognizes the increased risk of cyberattacks. To help, MetLife Auto & Home is extending its existing cyber security services through CyberScout to immediate family members of current customers through August 2020****, regardless of whether they live in the insured's household or not.

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Q: My bill hold was removed and now I have a large bill, can I make arrangements?We're here to help. If you would like to review payment options once you receive your updated billing statement, contact us. We have two convenient ways of reaching us for assistance.

E-mail us at careteam20@metlife.com or call us at 1-800-438-6383.

Q: Will MetLife Auto & Home be providing credit for June or reviewing for potential rate decreases in the future due to reduced driving? We have applied the auto premium credits for April and May. (NY & NC see exceptions). We are actively evaluating the impacts of reduced driving from COVID and, where our results warrant, we are committed to taking appropriate pricing actions.

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Employer Coverage Specific Questions:Q: What happens to my employer discounts if I am laid off or my employment furloughed? If you purchased a policy through our employer-group insurance program, and are laid-off, furloughed, or unemployed as a result of the pandemic, we will maintain your group rates and, if applicable, payroll-deduction discount, for an additional term for those policies renewing prior to July 1.

Q: What happens if my insurance payments can no longer be deducted from my paycheck?We're here to help! If payroll deduction is no longer an option, please contact us at 1-800-438-6381 for payment solutions to fityour needs.

Q: What if I am insured through another Carrier affiliated with the MetLife Choice Program?Please contact your carrier directly for any specifics to policy related inquiries.

Q: What if my policy is through New York State United Teachers (NYSUT)?For customers affiliated with NYSUT, customer service can be reached at1-866-697-8822 (866-NYSUT-22) for allpolicy questions and/or changes.

MetLife Auto & Home is a brand of Metropolitan Property and Casualty Insurance Company and its affiliates, Warwick, RI. © 2020 MetLife Services and Solutions, LLC.*The MetLife Auto Relief credit will be applied to the next billing statement. Subject to any required regulatory approval.Commercial auto policies are not eligible to receive the MetLife Auto Relief credit.

**Subject to regulatory approval.

***New York auto customers will see a 30% credit based on one month’s premium.****Extended cyber security coverage for MetLife Auto & Home customers’ family members including: Sons and daughters of the named insured(s), parents of the named insured(s) (including stepparents and legally their adoptive parents), and Sisters and brothers of the named insured(s) (including stepsisters/brothers and sisters & brothers by adoption).

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