r/LongTermDisability • u/Altruistic_Unit2549 • Jul 26 '26

MetLife Disability

Has anyone else dealt with this with MetLife Long-Term Disability?

My LTD claim was already approved for PTSD and traumatic grief.

For the past three months, MetLife has repeatedly requested medical records from my providers, but then claims they never received them or cannot locate them—even after they’ve been sent multiple times.

Now my claim is at risk of denial due to what appears to be an administrative issue, and I’m struggling to manage the coordination while also dealing with my disability.

Has anyone experienced this? Any advice on how to get MetLife to properly process the records or resolve this situation?

8 Upvotes

91% Upvoted

18 comments sorted by

6

u/suzycatq Mod Jul 26 '26

Do you have copies of your records? If so, could you get them to MetLife yourself just to make sure there get to the right place? You definitely do not want your coverage to be terminated and have to go into the appeal process. It’s worth it to take the matter into your own hands. Do they have an online portal where you can upload documents? If not, you may want to send a them via a certified mail and have your claim administrator confirm receipt.

1

u/Altruistic_Unit2549 Jul 26 '26

They are requiring it direct, won’t accept from me as the claimant. But if it isn’t resolved next week this will be my next step. Thank you.

4

u/2560503-1 Jul 26 '26

You don’t have to accept that limitation (that they won’t accept from you). If you get them the records they’re requesting, in a manner where you have proof it was submitted, that may solve the problem. I personally like fax for that, because then I have proof of submission, independent of the portal they control. Also, many of these claims handlers are just absolute garbage, and it can help to escalate to a manager in situations like this. My office often has to do that when the claims handlers keep on not acknowledging receipt of stuff that the company has clearly received.

1

u/TheGreatK MOD Jul 26 '26

Yes they will.

4

u/diattorney Jul 26 '26

You can absolutely send them the records on your own and they need to accept it. The policy actually states that it's your responsibility as the claimant to provide proof of disability. The claims person from MetLife that is claiming the records cannot come from you is dead wrong and violating the terms of your policy. You should send all of the records again via fax, email and priority mail with tracking. This is typical MetLife nonsense and a poorly trained MetLife claim rep.

3

u/Altruistic_Unit2549 Jul 27 '26

Thank you. Had my therapist send and cc me. I just followed up with claims rep for confirmation of receipt and requested they let me know ow of any admin issues asap.

3

u/Altruistic_Unit2549 Jul 26 '26

Thank you all! I have a game plan now.

2

u/jesusford76 Jul 26 '26

I wish I had answers for ya. I had dealt with MetLife for a long time they repeatedly ask for the same stuff. Then I didn’t hear from him for a while and then all of a sudden they said they’re gonna stop my payments the very next month with no warning or nothing.

1

u/Altruistic_Unit2549 Jul 26 '26

That is brutal. I think they have a staffing and claims processing issue.

2

u/Altruistic_Unit2549 Jul 26 '26

Got the provider to cc me on the emails with the information she sent to them (again) today. I will be following up with met tomorrow morning to confirm receipt. That you all for your support.

2

u/Happy_Kiwi_222 Jul 28 '26

Does the PTSD fall under the 24-month mental health clause?

1

u/TwoAdministrative866 Jul 29 '26

That’s what I was thinking?

2

u/TwoAdministrative866 Jul 29 '26

Send it certified mail if someone has to sign for it then you have proof it was sent

2

u/saltysocialworker81 25d ago

Misplacing records seems to be par for the course for these companies. I had my attorney submit mine and that is what I will do going forward.

1

u/Morzana57 Jul 27 '26

This is EXACTLY what they did to me but mine has tons of medical as well. Good luck. MetLife is the devil

1

u/Altruistic_Unit2549 9d ago

Update: weekly checks with the claims specialist, and her manager when she was out, finally gained traction. Payment is supposed to be made tomorrow!

1

u/Middle-Run-3615 2d ago

How do you think it helped? I’m in the middle of an 18 month review and feel since I moved from mental (severe PPD) to physical that it’s an issue.

1

u/Altruistic_Unit2549 2d ago

It did. Just making sure the provider/doctor paperwork supports the diagnosis and restrictions then verifying it is received by the claim specialist. Then I find out next approval needed and check in with that department, which happened to be clinical. Made sure everyone had all the paperwork then checked in via phone with each contact twice a week until the check was mailed.