BT, Westpac and St.George life insurance customers are on track to automatically become TAL Life customers when the proposed transfer of TLISL to TAL Life occurs

• The proposed transfer will be taking place by way of a Scheme under Part 9 of the Life Insurance Act 1995 (the Life Act).
• The Scheme must be confirmed by the Federal Court of Australia before it can take effect. Part 9 of the Life Act sets out the rules for transfers and amalgamations of Australian life insurance businesses.
• Should the Federal Court of Australia confirm the Scheme, TLISL business will be transferred to TAL at a date specified by the Court (the Transfer Date).

From 1 October until 7 November 2024, all TLISL policyholders will receive a Significant Event Notice (SEN) by post. It is therefore important that your clients’ postal address details are up to date. This notice will include the specifics of the Part 9, along with a Scheme Summary, a TAL brand awareness flyer, and a form for customers to update their preferences to receive digital correspondence.

Included in the mailed documents will be contact information for a specialised Part 9 support team, who will be available to address any queries or concerns customers may have.

No action is required of advisers. The purpose of the mailout from 1 October is to inform our customers of the Part 9 and provide them with an opportunity to ask a question or raise feedback about it.

As an adviser, you can support your clients with any questions by referencing this FAQ guide or referring clients to call our Part 9 Support team on 1300 537 699, Monday to Friday, between 9am and 5pm AET, or to email us at transfersupport@tal.com.au.

Subject to Court approval, we expect the Part 9 will be completed on 31 March 2025.

The Part 9 will not impact or modify your clients’ policies in any way. There will be no changes to clients’ benefits or the features of their existing policy.

Since 1 August 2022, BT, Westpac and St.George Life clients have been supported by the TAL Group – one of Australia’s leading life insurers and Westpac’s trusted life insurance partner.

No, your clients can continue to contact us the same way they currently do to manage their policy, make a claim or ask questions.

Upon approval of the Scheme, customers will notice the following changes from 31 March 2025:

• TLISL products and materials (including Westpac, BT and St.George) will be rebranded to align with TAL Life branding, including communications, marketing material and other collateral.
• This rebranding will not result in any changes to the relevant terms and conditions of a customer’s policy.
• Information about TAL as a Life Insurance provider will feature in the October - November mailout, and we expect to increase customer messaging closer to 31 March 2025, when the rebrand is expected to be completed.

No. The only change that TLISL policy owners may notice is the reference that appears on their bank statements.

TLISL products remain closed to new customers, however, existing customers will retain the same flexibility that they currently have to undertake policy alterations to adjust their cover to suit their needs. TAL remains committed to ensuring that the TLISL retail life insurance products continue providing cover when customers need us most (at claim time), in the same way we do for all of TAL’s existing customers.

Additionally, under the terms of the Life Insurance Code of Practice (LICOP), we will continue to review medical definitions to ensure they do not include an obsolete method of diagnosis or treatment and will ensure that claims are always assessed (to the required degree of severity specified) using a current method of diagnosis or treatment.

There will be no changes as a result of the Part 9 to the alterations already available under these products. Underwriting will continue to apply for alterations per normal processes. Please refer to the Protection Plans Adviser Guide for more information on alterations available to customers.

We are very focused on delivering a market-leading claims experience for all our customers and advisers. 

This commitment around claims remains unchanged and unequivocal. There will be no change in regard to the case managers.

TAL will support you in managing the portfolios of your existing clients, including the ability to cancel and replace within the Protection Plans product suite to support transactions such as change of ownership, subject to existing product rules and eligibility. Transfers to TAL’s Accelerated Protection product would require underwriting as it is a different product with different terms.

For the past two years, the Westpac, BT and St.George brands have been working in harmony with the TAL teams. Your BDM and underwriting relationships will remain the same.

You may continue to contact the Adviser Contact Centre via phone, email or post the same way you do today. These contact channels may change at the time of the rebrand, but we will share this information with you at the appropriate time.

We will continue to invest in our infrastructure and service capability to offer you and your clients better value and enhanced services across all brands.

We value customer engagement and want to keep customers effectively updated with any changes to their policies. To facilitate this, we’re switching customers over to online policy communications. Receiving communications online via our myTAL website makes it easier and faster for customers to receive their policy information, as well as reduces our environmental impact. That’s why it’s our preferred method of communication. If your clients prefer to continue receiving their policy communications by post, however, they will have the opportunity to opt out of online communications. 

Single policy holders

Please take a moment to submit this form on behalf of your clients to provide their updated contact details.

• Under ‘What would you like to do?’, select ‘Change of Address’ from the drop-down menu.
• Enter your client’s details, including Policy Number, Postal Address, Email and Mobile Phone.
• Leave all fields under the Previous Details section empty.

Joint policy holders or SMSF policy

Please take a moment to fill out the below form and send it back to us by replying to this email, ensuring you include the client’s Postal Address (including state and postcode), Email and Mobile Phone.

• BT alteration request form
• St.George alteration request form
• Westpac alteration request form