Introducing two security enhancements to safeguard customer data
We’re continuing to strengthen how we protect the information we hold about your clients – including those who may have never become TAL customers. These updates reflect TAL’s ongoing focus on data security and technology, giving you greater confidence that sensitive information is managed safely, while keeping the experience as simple as possible for you and your team.
Treatment of ‘Not Proceeded With’ (NPW) cases
We recently announced measures to dispose (delete or deidentify) personal client information for quotes and applications that did not result in an inforce policy prior to August 2023.
From the end of November 2025, we’re extending our data retention rules to quotes and applications that moved or will move into NPW status from August 2023 onwards.
This means that personal client details from NPW cases will no longer be visible or accessible in our systems, including through the TAL Adviser Centre (TAC) after specified timelines.
Here’s a summary of the different scenarios and how long NPW client information will be retained before being disposed in line with TAL’s Retention Policy:
| Client type | Description | Retention period |
| Quote/Application commenced | Did not proceed, abandoned or expired quote/application | 90 days post expiration or inactivity |
| Change of mind | Application submitted, but did not proceed (no decision or offer was made) | 90 days post expiration or inactivity |
| Client NPW with terms | Customer did not proceed with alternate/special terms/letter of acceptance (LOA issued) | Six months post expiration or inactivity |
| TAL declined applications | TAL declined cover | Two years post decline decision |
Secure delivery of TAL Accelerated Protection policy communications
To align to best-practice data security, we’ll no longer send copies of TAL Accelerated Protection client communications as email attachments.
Instead, from 17 November 2025:
- You’ll still receive an email notification when your clients receive communications.
- The subject line will continue to include policy numbers and client names so you can easily identify who the communication relates to.
- A secure link to TAC will be included in the email, allowing you access to view the communication.
This change removes sensitive documents from email systems, reducing risk while keeping access simple and reliable via the TAL Adviser Centre.
How to download client correspondence in TAC:
1. Log into TAC and select search.
Your client’s safety and privacy is at the heart of these changes
Both these updates are designed to protect your clients’ personal information in line with best practice. Thank you for adapting with us and for your understanding as we continue to strengthen our cyber security and resilience.
Need help?
As always, our Adviser Solutions Team is here to help you navigate these changes. Contact us on 1300 286 937 (Monday - Friday, 8:30am–5:00pm AEDT).
Disclaimer
The security and confidentiality of client data is a responsibility we take very seriously. TAL reserves the right to change retention periods at any time, in light of legal and regulatory requirements or developments, customer experience, risk management (including privacy, data security, cyber and technology) and any other relevant matters.