Welcome to TAL News & Views
Industry -
Welcome to the April 2025 edition of our newsletter.
On Monday, ASIC released its death benefit claims handling report. We’re reflecting on the recommendations outlined in the review and considering how TAL can better support you to meet your members’ needs. As part of the superannuation ecosystem, we take our role in providing a valuable member service and benefit very seriously. We are committed to working with you to continue to improve the end-to-end claims experience and outcomes for your members and delivering the service you and your members rightly deserve.
The 2025 Federal Budget was handed down on Tuesday 25 March, shortly ahead of the upcoming election. While the Budget is largely uneventful for the financial services sector, it includes funding for the ATO to ensure timely payment of superannuation liabilities and to implement payday super. Members may also benefit from the Budget proposal to extend the operation of the National Anti-Scam Centre, which will continue protecting members and consumers generally from scam activity.
As the latest initiative within TAL's Health for Life proposition, we've recently launched our new health program: PAUSE Support. This 8–12-week evidence-based program is designed to support women of all ages experiencing challenges in their work and life roles due to hormonal changes. As part of the Claims Support pillar of TAL Health for Life, PAUSE Support is here to assist members throughout their claim journey.
We’ve also recently launched a Domestic and Family Violence Customer Support Guideline, aligned with the latest guidance from the Council of Australian Life Insurers (CALI). The new initiative emphasises early intervention and compassionate handling, with support for TAL customer-facing employees to provide comprehensive support services for those affected by domestic and family violence. Our collaboration with the CALI Working Group ensures that both our industry and TAL's approach adhere to best practices.
Spotlight on Insurance
At this year's ASFA Spotlight on Insurance conference in Sydney, Jenny Oliver, TAL’s Chief Executive of Group Life & Retirement, and Belinda Nicholson, Aware Super’s Head of Protect (Insurance and Claims), discussed how the digital transformation enabled by TAL Connect has transformed the insurance experience for Aware Super members.
Navigating the proposed mandatory Service Standards
The federal government's proposal aims to improve member outcomes and ensure high-quality service delivery to enhance member experiences and foster better communication leading to a better retirement for all Australians. However, implementing these standards poses some challenges, including the need for clear definitions and substantial resources for compliance.
TAL's in-house health expertise
TAL’s in-house Health Services team is a unique resource in Australia’s life insurance industry. With over 20 experts—including doctors, psychologists, and forensic accountants—the team integrates medical insights, digital tools and rehabilitation programs to support members at every stage of their health journey. We spoke with Dr Priya Chagan, General Manager, Health Services, about how the team help to ensure faster, evidence-based decisions and better outcomes for members.
Meet the team: Franco Crapis
We spoke to Franco Crapis, TAL’s Head of Product, about how his team is simplifying insurance products to enhance the member experience. With over 25 years in the industry, Franco shares insights on leveraging data to streamline processes, improving inclusivity in product design, and addressing key trends like mental health and climate risks.