We are committed to guiding and supporting your clients when they need it most.
We know that no two claims are alike and that making a claim can be an unfamiliar experience at a challenging time. That’s why our dedicated claims consultants are committed to offering your clients guidance and support to make the claims process as smooth as possible.
With your clients claim, these are the five key ways we aim to support them:
Claiming with confidence
Your client will have one point of contact within our dedicated Claims Team.
We will support them through their claim, discuss the options available to them, and make sure they know how and when their claim will be assessed.
Ensuring your client is understood
Your clients unique story is important to us.
Our aim is for your client to feel heard, to ensure we can do all that we can and if they do need extra support, that the support services we offer match their needs.
Removing complexity
We will prepare in advance before contacting your client.
We’ll aim to limit paperwork as much as possible, and make decisions as quickly as possible to make things simple for them.
Setting expectations
Our aim is to be as clear as possible with your clients about their claim and to call when we say we will.
We will only ask for the information we need, and we won’t ask for them to prove things we already know.
Treating your client fairly
Doing the right thing by your client underpins all we do.
They will have the time they need to talk through their claim. Your client will be offered different ways to provide the information to support their claim and we’ll explain why we make our decision.
Our Claims Approach in Action
2024/25 Life Insurance Claims Paid
Supporting our customers and their families through the claims we pay is the most important thing we can do.
Last financial year we accepted 96% of all claims assessed. 1
That's
$4.7 billion
in claims
paid to
54,357
customers.2
74% of claims paid were to customers recovering from an illness or injury.1
Our experienced claims team are there to work closely with you and your clients when it’s needed most. We appoint a dedicated claims consultant to every claim, who will take the time to get to know your client and their particular needs.
Dexter's Story
Dexter’s adventurous spirit and love for the great outdoors shaped his life, but maintaining an active lifestyle hasn’t always been easy.
In 2018, Dexter had a cycling accident that could have left him permanently disabled.
Together with his financial adviser and TAL, Dexter rebuilt his life.
Find the relevant Product Disclosure Statement here.
1. Claims statistics based on total number of accepted claims that were determined to be eligible for payment between 1 April 2024 and 31 March 2025. A claim is assessed in order to determine whether or not the claim is payable. A claim is accepted when the claim is determined to be payable.
2. 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 2024 and 31 March 2025.
