Client Story
How MetLife and PHM connected financial protection with independent clinical expertise and individualized care orchestration, helping a family navigate cancer with greater confidence.
Presentation
Following her husband’s diagnosis of early-stage rectal cancer during a routine screening colonoscopy, a MetLife member and her family faced a series of important medical decisions. Although the cancer was detected early, they wanted reassurance that the staging was accurate, the proposed surgery was appropriate, and nothing critical was being overlooked.
Beyond the medical decisions, the couple was navigating unfamiliar terminology, preparing for appointments, and balancing work and family responsibilities. They wanted to feel confident they were making the right decisions while having a trusted clinical resource to guide them through an unfamiliar and stressful experience.
the metlife-phm connection
After submitting a critical illness claim, the member received proactive outreach from MetLife advocates, who helped her navigate the claims process and connected the family with Private Health Management (PHM).
This connection extended support beyond financial protection, giving the family access to PHM’s clinical expertise and independent care orchestration at a critical decision point.
PHM’s clinical lead reached out immediately, establishing a trusted source of guidance that would continue throughout treatment, recovery, and long-term planning.
PHM Actions
PHM translated complex medical information into understandable guidance, helping the couple interpret results, prepare for appointments, and make informed treatment decisions.
During the very first call, before the parents had spoken with their children about the diagnosis, PHM’s clinical lead raised the topic and introduced child life resources to help them prepare for this important conversation. Throughout the experience, PHM addressed practical and emotional concerns, empowering the family to navigate care with greater clarity and confidence.
PHM remained engaged through surgery and recovery, interpreting postoperative findings and helping the family understand the next steps in care.
The team developed a personalized surveillance plan aligned with the treating surgeon’s recommendations, provided education on long-term monitoring, and followed hereditary cancer testing through completion.
This continuous clinical guidance helped the family transition confidently from treatment into long-term surveillance, with their major questions addressed.
Outcome
With PHM’s support, the family gained clarity about the results, a personalized long-term surveillance plan, and answers to outstanding questions about hereditary cancer risk.
The member shared that PHM’s guidance helped her navigate the experience with greater calm and confidence. She also reported that she did not miss work while supporting her husband through treatment.
The family’s experience demonstrates that meaningful clinical advocacy doesn’t always require changing a treatment plan. Through independent clinical expertise, informed decision support, and continuous guidance, PHM helped the family feel prepared and supported throughout cancer care.
IN THEIR OWN WORDS
“I was absolutely blown away and feel so fortunate to have had the opportunity to have this level of support, guidance, and attention every single step of the way”— MetLife member
the partnership difference
Financial protection when it’s needed. Clinical guidance when it matters most.By connecting the family with PHM during the critical illness claims process, MetLife helped extend support beyond financial protection. Through PHM’s individualized clinical expertise and independent care orchestration, the family gained a trusted resource to help navigate treatment decisions, recovery, and long-term care.
This experience illustrates how connected benefits can help employees and their families feel informed, empowered, and supported during serious illness like cancer.
Learn how PHM partners with benefits providers and employers to help individuals and families navigate serious and complex health conditions through individualized clinical expertise and independent care orchestration.
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