I have made several attempts to resolve a matter of Metlife thinking they e over paid our account, with no success. As of 01/05/2018, Metlife has paid $3,024.00 towards the lifetime orthodontic maximum of $3500.00. Total amount for braces is $6450.00. Information I just provided you is directly from Metlife's website. Next, I had a dental claim filed by my dentist and it was denied for over payment to my daughter Lilly. Why do you think it was appropriate for Metlife to provide my daughters name to a receptionist at a dental office. As you can tell I'm not real pleased with Metlife's customer service. Next, Metlife has now stop paying any and all of their portion of our dental bills and has frozen our account even though we're paying monthly to have insurance coverage. If you are not able to resolve this matter and reinstate our account I will have no choice to contact NAIC to file a complaint. Any assistance in this matter would be greatly appreciated. Thank you. Frank M.

I have MetLife Dental HMO - aka Safeguard. Three out of the 4 times that I have call the 1-800 number, I spoke with very anti-customer service reps. The last time (I hope), I spoke with Lori (sp?) Lori was ready with the no after "listening" to the problem I hoped she would help me with. I am currently holding on the phone now. Ms. Lori informed me it would take 30-40 minutes to fix the problem. She would not be checking back with me during that time. She did not offer to return my call once she or whoever resolved the issue. She audibly groaned when I persisted after her prompt "no" that another rep had informed me that I would not have to wait until the following month to use my benefits because my coverage was effective as of December 1. She informed me she would have to call the dental provider's office to determine if they would accept me as a mid-month transfer and I would need to hold. I said ok. She cussed barely under her breath. She started pressing buttons which I could hear. She didn't put me on hold first to make her call which made her cuss more. She finally put me on hold and called, I guess. She came back in about a minute. That's in her favor - she could have pretended the call was disconnected and hoped I'd call and get someone else. .She informed me that she would need to go to another department and it would take 30-40 minutes in which I would have to hold. She would not be checking in to let me know the progress. She did not offer to call me back. I get the distinct feeling after these 4-5 calls and speaking with a representative that they do not want to assist customers and hope that through their nastiness you will not call them at all. This nastiness is what prompted me to use the automated system to select a convenient provider in my area rather than speak to another nasty customer service rep. The nice one I spoke with informed me that my selection would be effective as of December 1 (I called on December 11) because I was already paying but the system and/or the dental office I originally selected rejected my original choice. I was told whether I used the automated service or a customer service rep, the result would be the same and that I would not have to wait until January to use my benefits. I discover the day before my dental appointment through the dental office that MetLife was not allowing me to use my benefits until January. I am currently 30 minutes into that 30 - 40 minute wait for Lori to come back and let me know that I can use my benefits immediately. I hope my next complaint here won't be that a simple exam and cleaning were not covered despite the long list of what is covered. I would love for MetLife to change their system to be more user friendly. The customer should not have to wait until the next month to use their benefits with another provider. If that provider is on their list, the customer should be able to use that provider. I should not have to go through MetLife to select a different provider and then wait even if it is not an emergency. I feel cheated in paying for this benefit and not being able to use it at my leisure. MetLife would have allowed me to go on without having selected an acceptable provider and then made me wait until the next month to use my benefit if the dental office had not called me and informed me that the benefit is not useable but did not wait to take my employer's subsidy or my premium payments until the next month or whenever. Still waiting for Lori. It's been 45 minutes now of the machine telling me to "Please Wait". I guess the new slogan for MetLife Dental HMO - Please wait. At least the machine states it with courtesy.

My children's father retired from the military and so my children's coverage for dental was discontinued by MetLife. I did not get the cancelation letter until 18 days after the change and I received the letter for only one of my children. This is an unusually long time to get a letter that is needed to sign up for insurance. My company requires a disenrollment letter for me to start coverage for my children and I must sign them up for coverage within 30 days of disenrollment. I requested them to send me an email or a fax so I could add the other child to my coverage since the first letter took too long and the second letter would not get to me within the 30 day deadline. They told me they don't send email disenrollment letters and they tried to fax disenrollment letters before, but their faxes have never worked. The senior advisor on the phone told me it was "common sense" that the other child would not be covered. I explained to him that I couldn't take "common sense" as proof of disenrollment to my company. I asked him what he would do if put into my position (with the hope of him coming up with an alternative that would work for my child). He stated they could send a letter. When the first letter takes 18 days to get to me and I need to sign up for service within 30 days, there is no way that this was a viable answer to my problem. What company is unable to fax documents? What company doesn't do their due diligence in sending needed paperwork? A company that doesn't care that a 7 year old child of a retired military member has no dental coverage and that company is called MetLife.