Adam Foster

The most exhilarating part of my job lies in the real-world impact we get to make every day. Witnessing the tangible differences we make in people's lives is immensely rewarding.

What's your job about?

I currently work as a Claims Portfolio Manager in Group Life Insurance at TAL. The work I do involves offering a team of Claims Consultants guidance during moments of uncertainty about claim approaches or specific details.

In addition, I am also involved in operations management, which encapsulates everything from managing my team, to ensuring our operational structures are robust.

To give you a glimpse of a typical day, it often begins with an overview of our department's key data, which I then share with our team management group. The remainder of the day often revolves around review projects, where I identify specific claims needing support and engage with the Claims Consultant, offering feedback, whether in writing or verbally.

What's your background?

I grew up in Southern Sydney. Throughout my childhood, sports played a pivotal role, with rugby league, cricket, Oztag and football occupying much of my time. It was no surprise to anyone that I pursued a degree in Exercise Physiology at the University of Wollongong. This was an enlightening experience, offering deep insights into medical understandings and the intricate physiological pathways that govern body processes.

My hands-on experience included placements working with specialised exercise therapy practices and cardiac rehab unit within the Sydney hospital network, all of which I enjoyed immensely. It was during this time that I was introduced to the role of Rehabilitation Provider in Worker’s Compensation, courtesy of an external speaker. Recognising my inherent ambition and a desire for continuous progression, I soon realized my future lay in the corporate realm, leading me to my first role as a Claims Consultant within a Life Insurance company. From here, my career developed into the role of a Team Manager Claims Consultants, which paved the way for my current role at TAL.

Could someone with a different background do your job?

Yes, absolutely! At TAL, our Life Insurance Claims Foundation Program is a great way to begin a career in the Life Insurance industry, especially if you have no previous experience in the industry but want to find a rewarding career path. The Foundation Program equips you with the skills and knowledge to perform as an experienced claims consultant upon completion.

The four-month program covers a broad range of content to help you learn what life insurance is all about; the different types of life insurance, the different pathways life insurance can be obtained by a person, the legislation that sits behind the life insurance policies and the assessment timeframes. The program also teaches you how to assess a claim, a basic understanding of medical terminology and medical conditions to assist when assessing claims. Once you graduate from the Foundations Program you can continue to study through the Certificate IV in Claims so you can continue to build your knowledge and skills in this are as your career progresses.

The TAL Claims team is very diverse. We have people from Allied Health, Legal, Accounting, Finance, Nursing and Worker's Compensation backgrounds. Each skillset brings a new approach to the role. With the combined knowledge of all these backgrounds, the team works towards its common goal of helping people in need.

What's the coolest thing about your job?

The most exhilarating part of my job lies in the real-world impact we get to make every day. Witnessing the tangible differences we make in people's lives is immensely rewarding. When an individual, having faced significant health or personal challenges, receives the support they need through our efforts, I feel like I am doing meaningful work that makes a difference. Not only does this role allow me to combine data analysis with personal interactions, but it also grants me a front-row seat to the transformative power of empathy, guidance and timely intervention in people's lives.

Additionally, being in a position to positively influence and support the working lives of my team adds another layer of fulfillment. Through coaching, planning and support, we not only ensure the wellbeing of TAL customers but also contribute to the professional growth and personal satisfaction of TAL employees.

What are the limitations of your job?

While the role is incredibly fulfilling, it does come with its own set of challenges. Dealing with the emotional weight of claims, especially ones that involve serious illnesses or unfortunate life events, can sometimes be emotionally taxing. Furthermore, while the data insights provide us with a roadmap, they don't always paint the full picture, requiring us to dig deeper to find the data. Finally, balancing the coaching of consultants, the operations management and the data analysis can occasionally become a juggling act, necessitating solid time management and prioritisation skills.

Three pieces of advice for yourself when you were a student

1. Remain open to diverse opportunities: Life can often lead you in directions you hadn’t originally envisioned. Embracing change and being receptive to opportunities can pave the way for rich experiences and growth.
2. Prioritise self-awareness and reflection: Understand your strengths, areas of growth, and most importantly, what fuels your passion. This self-awareness, coupled with regular reflection, will guide your decisions and ensure that you remain true to yourself as you navigate your career and personal life.
3. Always prioritise learning and self-care: Whether in a university setting or in the professional world, there's always something new to grasp and life can be stressful. Remember the importance of taking care of your own well-being. Embracing practices like mindfulness can help in navigating stress and ensuring a balanced life. Being attuned to your mental and emotional needs makes you not only a better professional but also enriches your personal life.