TAL's in-house health expertise

Our Health for Life proposition is designed to support members at each phase in their health journey across the pillars of Healthy Living (before a member claims), Claims Support (when they claim) and Empowering Recovery (during their claim).  

TAL’s Health Services team plays a key role in bringing our proposition to life, combining their expertise to proactively manage health and provide a holistic perspective on wellbeing for members. 

In 2024, the Health Services team supported in providing 15,276 referrals for our underwriting and claims teams. In total there were 4,808 underwriting referrals (averaging 400 per month) and 10,468 claim referrals (averaging 872 per month).  

This supports our teams with medical and financial complexity to enable faster assessments and decisions for members. 

Led by Dr Priya Chagan, the team includes over 20 expert professionals, including doctors, psychologists, allied health professionals and forensic accountants, who provide a range of specialised services focusing on physical, mental and financial health.  

Supporting members through health engagement 

Under the Healthy Living pillar of TAL Health for Life, we provide health engagement tools for members such as Health Scout (physical health) and Headlight (mental health) - created with our Health Services team expertise. 

These tools empower members to Be Informed about their potential health risks, Check Themselves by encouraging regular health checks, and Take Action to proactively manage their health. 

“By integrating evidence-based recommendations and medical best practice, our digital tools not only enhance member wellbeing but also play a role in improving overall population health outcomes,” Dr Chagan said. 

Driving better claim outcomes 

When it comes to claim time, TAL’s Health Services team provide an invaluable and unique resource for our Claims teams by offering expert guidance and advice.  

This support allows our Claims teams to make timely, evidence-based decisions that empower members to return to health or to work. 

During the Claim Support phase, the focus is on condition specific services that support the member’s return to health.  

The range of support services available during this phase include: 

• Consultation and collaboration with the member’s treating practitioners to align treatment and rehabilitation goals.  

• Advice and guidance on suitable support programs available through TAL to aid in the return to health.  

• Claims reviews, through medical officer ‘walk-ups’ or case conferences to expediate claims decisions.  

The 645 strong Claims team also includes a dedicated rehabilitation team that supports members in their recovery phase.  

“Having this level and scale of in-house health expertise is unique within Australia’s life insurance industry and enables us to provide expert opinion within TAL and across our partnerships to ensure our claims decisions are timely, evidence based and focused on achieving the best health outcomes for the member. This is reflected in our leading and strong service statistics published on MoneySmart across time-to-decision and low levels of disputes,” explained Dr Chagan. 

During the Empowering Recovery phase, services are focused on supporting members to make a return to work.  

This may be supporting them to reintegrate into their existing or previous work environment or finding a new opportunity suited to their circumstances.  

Our Claims and Health Services teams use a personalised approach to recovery, understanding the factors limiting a member’s recovery to provide the right support at the right time.  

The range of services which can be provided during this phase are centred on developing:  

• Wellbeing (for those with no capacity for work and high impact of symptoms). 

• Capacity Building (for those looking to build function for future vocational activity).  

• Vocational/Return to Work Support (for those with current or near-future work capacity). 

“We really take the time to understand each member’s needs, using a person-centred approach”, said Dr Chagan. 

Building partnerships for better member health  

Dr Chagan also spoke about the importance of building external partnerships within the health community to foster innovation and best practice across the industry, which in turn enhances TAL's products and services.

These partnerships include collaborations with clinicians, researchers and mental health organisations.  

Dr Chagan commented: “We’re at the forefront of the latest medical developments and evidence-based treatment approaches, which benefits all members.”  

One such example is our Mental Health Action Group, which consists of experts and lived-experience voices who contribute to TAL’s work to improve outcomes for members living with mental health conditions.

This group provides valuable insights that drive continuous improvement and opportunities for research and innovation.  

The Health Services team also offers specialised training and guidance to support our superannuation fund partners through the TAL Insurance Academy educational platform.

By educating partners on topics like psychosocial hazards and musculoskeletal injuries, TAL helps improve support for their members, which in turn makes a positive impact on the broader community. 

"Our training programs are designed to equip our partners with the knowledge and tools they need to effectively support their members' health and wellbeing.” said Dr Chagan. 

Watch the video to learn more about the value of TAL Health for Life.