Frequently Asked Questions

About the Online Service Center

General
Navigation Tips
Access to the Online Service Center
Technical Requirements For the Online Service Center
Miscellaneous

 

 

 

 

 

General

 

What is the Online Service Center?

 

The Online Service Center is our new, online customer information service. As the owner of our products you can get convenient access to account information for certain products and perform select self-service transactions online.

 

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Navigation Tips

 

How do I navigate through the Online Service Center?

 

.  Navigating Through the Online Service Center

 

Access to the Online Service Center as a producer is available only through your Field Portal. Upon logging into the portal, please go to the Client Management tab. Select eSERVICE and you will be directly connected to the application.

Enter the Search criteria - First Name and Last Name OR Social Security Number OR Account Number - and click the "Submit" button.

You will have the capability to perform a search for your clients account information by franchise. The search can be restrained to one franchise or across franchises by changing the type of search you would like to perform. The Types of Search that can be performed are:

All Franchises - Searches all franchises for the criteria entered.

MTL - Searches the MTL franchise data for the criteria entered.

MetLife - Searches the MetLife franchise data for the criteria entered.

New England Financial - Searches the New England Financial data for the criteria entered.

Upon selecting Submit, all customers in your book of business whom satisfy the criteria entered will be displayed.

There are Links in the upper right hand corner that will provide additional assistance to you:

Help

By choosing a category, you can view a listing of Frequently Asked Questions

Contact Us

Allows you to contact a representative via email regarding further questions.

Forms

Allows you to access forms for your specific needs.

 

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Access to the Online Service Center

 

What happens if I receive an error accessing the Online Service Center?

 

.  Troubleshooting steps

 

There could be a number of reasons why you are experiencing problems accessing the Online Service Center. You may be able to resolve this issue by simply walking through the following steps:

Step 1 - Check Internet Connection. Try to access another website, such as www.metlife.com, to see if there is a problem with your Internet connection. If you cannot access another website, try closing down your web browser and re-establishing your Internet connection. If you cannot re-establish an Internet connection, then you will need to contact your Internet Service Provider (ISP).

Step 2 - Log off of your Field Portal and close all browser windows. Re-enter your Field Portal. Access to the Online Service Center as a producer is available only through your Field Portal. Upon logging into the portal, please go to the Client Management tab. Select eSERVICE and you will be directly connected to the application.

Step 3 - If you are still experiencing a problem, contact the Online Service Center Help Desk at 1-866-363-8669 to tell them what is wrong.

If you cannot access the Online Service Center from your Field Portal, you may not have been entitled properly, please contact the Consolidated Service Desk at 1-866-363-8669.

 

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Technical Requirements for the Online Service Center

 

Is the Online Service Center a secure website?

 

.  The Online Service Center Security and Privacy

 

The Online Service Center uses a secured server and security protocol to help safeguard the information you provide during the purchase and payment processes. The Online Service Center utilizes a server implementing the Secure Sockets Layer (SSL) protocol to interact with you when you provide personal information during the purchase and payment processes. This state of the art technology encrypts your information to scramble it while in transit.

Also, we limit personnel access to our servers and expect our personnel to adhere to high standards of ethics and integrity in performing their jobs and conducting the business and affairs of the Online Service Center. Information stored by the Online Service Center is housed internally and there is no direct access to this information via the Internet from outside entities.

Our privacy policies include guidelines and procedures relating to the Online Service Center's use and disclosure of information about our customers and individuals that visit our website. For information regarding our Online Privacy Policy or Customer Privacy Policy, please click on the appropriate option:

Online Privacy Policy     Customer Privacy Policy     HIPPA Privacy Policy

 

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What computer hardware and software do I need to access the Online Service Center?

 

As long as your PC/Macintosh computer or Apple iOS/Android tablet is able to run the latest versions of popular web browsers, you should not encounter any issues with using this site. We aim to provide a web experience that is compatible across a reasonable range of current browsers (e.g., Internet Explorer, Chrome, Firefox and Safari). While other browsers not mentioned may work on our site (or older versions of those listed), there may be some viewing and/or functionality limitations.

 

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How do I print or download an online form or document?

 

.  Printing an online form or document

 

Electronic documents are saved online as PDF files. To view and print your online documents, you need Adobe Reader, version 8.0 or above is recommended. If you don't have Adobe Reader, download the latest version here. Then, simply click the icon or form link for the document you'd like to print or view.

 

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Miscellaneous

 

Why do accounts need to be maintained separately between spouses?

 

.  Separate accounts

 

Accounts are currently categorized and maintained in the Online Service Center by Social Security Number. Therefore, for security reasons, the customer can only access accounts that correspond to the Social Security Number entered during the Online Service Center Registration Process. Since the spouse has a different Social Security Number, the Online Service Center recognizes the spouse as a separate user, with separate accounts.

 

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How often is the financial information or data updated in the Online Service Center?

 

.  "As of Date" information

 

The "As Of" Date serves as an indicator to show when all financial information or market-related data was last updated. Please note that the "As Of" Date for all market-related data screens should correspond to the previous business date, because the Online Service Center system is updated overnight. The "As Of" Date for all other information will change the day after the Online Service Center system has been updated.

 

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Why would the As of Date on the Financial Service Representative screen be inconsistent with the other screens?

 

.  "As of Date" information

 

The "As Of" Date serves as an indicator to show when all financial information or market-related data was last updated. Please note that the "As Of" Date for all market-related data screens should correspond to the previous business date, because the Online Service Center system is updated overnight. The "As Of" Date for all other information will change the day after the Online Service Center system has been updated.

 

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What do I do if account information is incorrect in the Online Service Center?

 

.  Incorrect account information

 

When reviewing your customer's account information, please keep in mind that the "As Of" Date serves as an indicator to show when all financial information or market-related data was last updated. The Online Service Center is updated overnight, therefore, the "As Of" Date for all market-related data screens should correspond to the previous business date. The "As Of" Date for all other information will change the day after the Online Service Center system has been updated.

Having taken the above information into consideration, if you believe the account information is incorrect or not accurately updating in the Online Service Center, please contact the Help Desk at 1-866-363-8669 or click on the "Contact Us" Tab to report your issue. We ask that when reporting the issues you provide us with as many specific details as possible to expedite the resolution.

 

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How do I report a problem on the Online Service Center?

 

.  Incorrect account information

 

When reviewing your customer's account information, please keep in mind that the "As Of" Date serves as an indicator to show when all financial information or market-related data was last updated. The Online Service Center is updated overnight, therefore, the "As Of" Date for all market-related data screens should correspond to the previous business date. The "As Of" Date for all other information will change the day after the Online Service Center system has been updated.

Having taken the above information into consideration, if you believe the account information is incorrect or not accurately updating in the Online Service Center, please contact the Help Desk at 1-866-363-8669 or click on the "Contact Us" Tab to report your issue. We ask that when reporting the issues you provide us with as many specific details as possible to expedite the resolution.

 

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What do I do if I receive an OLCI error, DNS entry, Error 404, or a File Not Found error message?

 

.  Troubleshooting steps

 

There could be a number of reasons why you are experiencing problems accessing the Online Service Center. You may be able to resolve this issue by simply walking through the following steps:

Step 1 - Check Internet Connection. Try to access another website, such as www.metlife.com, to see if there is a problem with your Internet connection. If you cannot access another website, try closing down your web browser and re-establishing your Internet connection. If you cannot re-establish an Internet connection, then you will need to contact your Internet Service Provider (ISP).

Step 2 - Log off of your Field Portal and close all browser windows. Re-enter your Field Portal. Access to the Online Service Center as a producer is available only through your Field Portal. Upon logging into the portal, please go to the Client Management tab. Select eSERVICE and you will be directly connected to the application.

Step 3 - If you are still experiencing a problem, contact the Online Service Center Help Desk at 1-866-363-8669 to tell them what is wrong.

If you cannot access the Online Service Center from your Field Portal, you may not have been entitled properly, please contact the Consolidated Service Desk at 1-866-363-8669.

 

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How do I add a product to my customer's profile?

 

.  Adding a Product to the Customer Profile

 

If a MetLife, New England Financial, Met Tower Life product is currently missing from your client's product list, please contact the Online Service Center Help Desk via the Contact Us link on the Online Service Center or by calling 1-866-363-8669. Please provide the client's name and policy or account number that you want added to the profile. Be aware that it may take several days before the product details will display on the web site.

 

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My Customer's profile is missing a contract and/or policy?

 

.  Adding a Product to the Customer Profile

 

If a MetLife, New England Financial, Met Tower Life product is currently missing from your client's product list, please contact the Online Service Center Help Desk via the Contact Us link on the Online Service Center or by calling 1-866-363-8669. Please provide the client's name and policy or account number that you want added to the profile. Be aware that it may take several days before the product details will display on the web site.

 

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