At TAL, we want to ensure that you spend your time where it adds real value to your clients: providing advice solutions. That’s why we give you the option to have a TAL consultant Tele-interview your client over the phone.
This means your client can answer all the necessary health and lifestyle questions at a time that suits them and from the comfort of their own home. Not only is this convenient for them but it also saves you at least 25 minutes per client—the time you’d usually take just to get their personal statement.
Preparing your client for a tele-interview with TAL
Here’s a quick guide on what your client can expect when they apply for life insurance over the phone with TAL. You’ll receive a confirmation email once their interview has been completed.
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- Once you have submitted their personal details, occupation and income questions via the TAL Adviser Centre, your client will receive an email and text message with a link to our self-service booking portal where they can choose a date and time for their interview.
- If your client does not book within 24 hours, our Tele Team will contact them directly to arrange their Tele-interview at a time that suits them when they can talk freely and privately.
- Once your Tele-interview is scheduled online, an email will be sent to the client and you will receive a copy.
- We will also send a SMS reminder 48 hours and then again 1 hour prior to their interview.
- The Tele-interviewing checklist, available on the TAL Adviser Centre, provides some example questions of what your client may be asked throughout the Tele-Interview.
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- A TAL Tele-interview consultant will call your client to complete the health and lifestyle section of their application.
- It’s important that they answer the questions we ask accurately and completely. Incorrect or inaccurate information can affect the process or outcome of claims they may make in the future. We will collect a voice signature during the Tele-Interview, removing the need for you to collect their signature in person. This removes the disclosure risk from you and places it with TAL on a recorded call.
- The call should take between 25 and 45 minutes.
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- The application is then submitted. If it is not immediately accepted through our rules engine, it will be passed to our experienced underwriting team.
- You will be able to track its progress via the TAL Adviser Centre and keep your client up to date.
- A copy of the application will be available on the TAL Adviser Centre for your records. If your client has requested their health and lifestyle information remain confidential, only a copy of the information you entered in the first part of the application will be visible to you.
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Please contact our Tele-Service Team if you would like to better understand the process or if you would like to discuss your client’s Tele-interview or Tele-underwriting appointment.
Contact the Tele-Service Team
Phone: 1300 588 047 (Monday to Friday, 8am–5pm AEST)
Email: underwritingteleinterview@tal.com.au
