Title: Claims Consultant

Department: Group Claims

Joined TAL: February 2023

Working with people as they encounter some of their most challenging moments could be seen as emotionally draining. But my job, helping customers with their income protection (IP) and total and permanent disability (TPD) claims is incredibly rewarding.

Being able to help people during their most challenging moments is incredibly rewarding. In my role, I help customers with their income protection (IP) and total and permanent disability (TPD) claims, supporting Australians to get back on their feet.

One thing I’ve discovered since joining the Claims team, is that sometimes people don’t even realise they have IP and TPD insurance as part of their superannuation fund. ‘Cost of living’ is a big issue these days, so when someone’s health is impacted, knowing that I’m able to help them, is one of the best parts of my job. When people don’t know they have this cover, it’s fantastic to be able to help ease the pressure.

In particular, working with customers who are making IP claims is incredibly rewarding. Unlike TPD, which is typically a lump sum payment, IP payments tend to be made monthly. This means I form an ongoing relationship with the member, with regular contact.

I’ve had members tell me that they look forward to hearing from me.  The say that they feel they can be honest and talk about the tough days too. Building these connections is one of the most rewarding aspects of my job.

One of the best experiences I’ve had was working with a customer on his claim after a cancer diagnosis. Two years prior he’d had a different form of cancer.  The doctors weren’t confident on the outlook, but the customer was so resilient. After some months, he told me that he was in remission and ready to return to work. We both were overjoyed with the incredible news! 

When I started at TAL, I had no previous claim assessment experience, having come from a financial planning background . I joined TAL on our Claims Foundation Program which is a 16-week intensive program, where we learn about all the elements of processing Claims. TAL has a huge network of technical and medical specialists in this space, so I feel like I have learnt from the best of the best! After just a few months of starting, I was able to increase my delegation authority to process claims, which means I’m now able to help more customers have their claims progressed and paid faster. It feels good to know that I’m making a difference for customers as they go through some of life’s hardest times.

With every claim, you learn something new. I’m continuously supported to build my skills and knowledge, so I can better serve customers.

Interested in applying?