Delivering on our claims promise to provide affordability, value and fairness

Andrew Morrison
TAL General Manager Individual Life (Claims)

Delivering life insurance that is competitively priced and provides valuable cover informs how we design our products, underwrite policies, support our existing customers, and, importantly, how we approach claims. Achieving this will allow our customers to maintain their cover throughout key life stages, so that they have protection in the event they need to make a claim.

For our customers and adviser partners, we are dedicated to providing a claims experience that genuinely benefits those we protect. Responsibly managing claims is critical to offering products that provide long-term value for all our customers.

Ensuring claims are assessed with care and sensitivity is embedded in TAL’s claims promise. That is why we invest significantly to continually improve our claims processes, procedures and training.

We are proud to have supported over 50,000 Australians and their families by paying $4.2 billion in claims last financial year¹; and our speed to decision is regularly faster than the industry average². By reducing the time it takes to assess and pay claims we enhance the adviser and customer experience.

Supporting our customers when they need it the most

Prioritising efficiency in claims management and making customer interactions easier has made us a leader in the industry. TAL consistently outperforms the industry average in terms of claim assessment speed.

According to APRA, we process claims more quickly than the industry average² allowing TAL to deliver a market leading claims assessment process.

Paying claims efficiently and fairly can improve customer experiences while also supporting advisers to free up time to focus on what matters most—their clients.

Investing in our claims team ensures exceptional service throughout the claims process

Helping our customers through some of life’s toughest moments starts with the dedication and expertise of our claims team. We are committed to continuously developing their skills and providing them with the best tools and support to be there for the people we protect. This is achieved through:

• First Contact Team: Focused on making a great first impression, this team is trained to offer reassurance, clear guidance, and set customer expectations from Day 1 of the claims journey.
• Dedicated claims consultants: Our customers benefit from a single point of contact—an expert consultant who personally guides them through the process. This personalised support helps make each claim as smooth as possible.
• Growing their skills: Our consultants undergo an intensive three to six-month training program and are further supported by our market-leading TAL Claims Academy. This builds the expertise to ask the right questions and reach decisions efficiently, resulting in quicker claim decisions and payments.

Over the years, we have evolved our understanding of what truly matters to Australians when they are choosing a life insurer to protect themselves and their loved ones. We have a duty to support our customers when they are at their most vulnerable and deliver fairness for all customers. And we strive to set a new standard in the industry, championing a claims experience built on trust, efficiency and fairness.

1 Claims statistics based on total claims paid under TAL Life Limited and TAL Life Insurance Services Limited (including funeral insurance) between 1 April 2023 and 31 March 2024.

2 Based on APRA life insurance claims and disputes statistics and moneysmart data on average time to claims decision on claims assessed during January 2024-June2024 inclusive, accessed 20 November 2024.