Delivering on our claims promise
Caring for your members when they need it most
Paying claims is the most important thing we do
Supporting members and their families through the claims we pay is the most important thing we can do. It is the result of the efforts of all our people, regardless of their role at TAL and it is where we make our biggest contribution in the lives of your members.
We are proud of our track record; paying $4.2 billion in claims to 50,128 TAL customers1 last year. Our claims services focus on people, process, technology, and governance, to ensure each member’s claim is assessed with care and sensitivity and that we continually improve their experience.
Our claims philosophy
Our claims philosophy is directly aligned to TAL’s ambition, that your members understand and value the protection they have and feel confident that TAL will be there to help them when they need us most. It reflects TAL’s approach to claims handling and decision-making and aims to make it easier for members to understand our role and theirs.
A people-led approach to claims
People are at the heart of every claim story. When your members are dealing with the challenges associated with their condition, we understand the prospect of making a claim can be daunting. So, we keep things simple and our Claims Consultants are available, equipped to listen, and feel empowered to support them. Alternatively, they may wish to progress some of their claim digitally, which is where our Claims Assist tool can help.
We recognise that each member is different, and the circumstances that surround their claim is unique, so TAL’s Claims Consultants will guide them every step of the way and provide your members with the highest standards in service.
Supporting your members on their road to recovery
When your members make a claim, TAL provides extra support to help them reach their best health, because we believe a good claims experience offers much more than just paying claims. We developed TAL Health Support to help members as they recover from illness or injury, and to improve their chances of going back to work.
TAL Health Support has the following principles at the centre:
- Evidence-based and holistic: we provide condition specific support services to improve physical and mental wellbeing as well as financial health through return to work.
- Data and insight-led: we proactively promote improving early engagement for subsets of members using claims experience reviews and data.
- Aligned to primary care: we partner with the health community and your members’ medical team so we can provide support that complements primary care and treatment.
- Underpinned by innovation and continuous improvement: we are always looking for new ways to evolve our offer, developing new propositions, tools, and service providers.
© 2023 TAL LIFE LIMITED ABN 70 050 109 450 AFSL 237848.
IMPORTANT INFORMATION: This page contains a summary of the combined volume and value of claims paid or decided on by TAL Life Limited and TAL Life Insurance Services Limited under a range of insurance products and in a range of circumstances between 1 April 2023 and 31 March 2024. The assessment, acceptance, and payment of each claim is subject to the individual policy terms, conditions, limits and exclusions, which are set out in the applicable Product Disclosure Statement (PDS) and Policy Document. 1. Claims statistics based on total claims paid under TAL Life Limited and TAL Life Insurance Services Limited insurance products (including funeral insurance) between 1 April 2023 and 31 March 2024.