MetLife: AI efforts
MetLife, one of the world's largest life insurers (~90 million customers across 40+ markets), has built its AI around an in-house composite-AI platform, MetIQ, positioned as a "force multiplier" under its five-year New Frontier strategy. Part of InsureBench's overview of AI in insurance; every figure is sourced.
Where MetLife ranks on AI
MetLife is featured among the 30 largest insurers in the 2026 Evident AI Index for Insurance.6 It frames AI as "a force multiplier to an existing strategy versus a strategy on its own," delivered through MetIQ, which blends machine learning, generative AI and emerging agentic AI.1
Its most-cited deployment is Cogito, an emotion/voice-AI tool that coaches contact-centre agents in real time, with reported gains in first-call resolution and customer satisfaction.4
NA/Europe insurers
The AI build-out
From early voice AI in the call centre to a composite-AI platform and external claims partnerships.
Cogito voice AI in call centres
MetLife rolls out Cogito emotion/voice-AI to coach customer-service agents in real time.4
MetIQ composite-AI platform
MetLife engineers build MetIQ on leading foundation models, unifying chat, voice and automation.1
"New Frontier" strategy
At its Investor Day, MetLife names AI-driven automation a margin-expansion lever.1
MetLife + Aura
AI-powered online-protection and mental-health tools launch for the US employer-benefits channel.2
MetLife + Sprout.ai
A claims-automation partnership spanning the US, Asia and Latin America.3
Evident AI Index
MetLife is featured among the 30 largest insurers.6
Inside the programme
A unifying platform, real-time agent coaching, and partner-built claims and protection tools.
MetIQ
An in-house platform blending ML, generative AI and agentic AI across chat, voice, API and digital channels.1
Cogito
Emotion/voice AI that coaches contact-centre agents live, with reported lifts in first-call resolution and CSAT.4
Sprout.ai
AI-driven claims automation across the US, Asia and Latin America, citing faster turnaround and accuracy.3
Aura
Generative AI flags online-safety and mental-health risk indicators in the employer-benefits channel.2
"AI is a force multiplier to an existing strategy versus a strategy on its own — an opportunity of a lifetime."
Bill Pappas, EVP & Head of Global Technology & Operations, MetLife1A platform bet, governed by seven principles
Rather than chase one-off pilots, MetLife concentrated its AI in a single composite platform and a published Global Responsible AI Policy built on seven principles — fairness, transparency, privacy, accountability, performance, data governance and resiliency.
For a life insurer, where AI touches coverage and claims, that accountable boundary is exactly what an insurance AI benchmark measures.
- 7 principles — fairness, transparency, privacy, accountability…
- MetIQ — one governed platform, not scattered pilots
- Human-in-the-loop in customer-facing AI
- ~90M customers across 40+ markets
Why this matters for benchmarking
MetLife is putting AI into claims and customer service at scale. The more those decisions are model-driven, the more it matters whether the model is right — which is what InsureBench measures. See the methodology.
Sources
- Equisoft — Inside MetLife's strategy & tech (Bill Pappas on MetIQ). equisoft.com
- MetLife — MetLife + Aura AI-powered protection tools (May 6 2025). metlife.com
- Sprout.ai — MetLife + Sprout.ai claims automation partnership (Jul 4 2025). sprout.ai
- Emerj — AI at MetLife (Cogito, Shift, ZestyAI use cases). emerj.com
- MetLife — Global Responsible AI Policy (seven principles). metlife.com
- Evident Insights — AI Index for Insurance 2026 (MetLife in the top 30). evidentinsights.com