8 in 10 claims now paid to Australians unable to work due to illness or injury

TAL’s latest claims data reveal that living claim benefits, paid to ill or injured customers, have grown to nearly 8 in 10 claims (78% or 28,450 customers)—up from 75% or approximately 24,340 customers in the previous corresponding period.¹

The Australian life insurer provided $2.3 billion in payments for all claim types to more than 36,200 customers and their families in the 6 months to September 30, 2024. ²

The increase in living claim benefits continues to be driven by Income Protection (IP) and Total and Permanent Disability (TPD) claims related to mental health conditions including post-traumatic stress disorder and depression (29% of all claims), followed by injuries and fractures (18%), and musculoskeletal and connective tissue diseases (16%).

TAL Chief Claims Officer, Georgina Croft said the proportion of customers claiming for IP and TPD highlighted the important role life insurers play in supporting working Australians and their families when the unexpected happens.

“Life insurance offers more than financial support when a loved one passes away. In the past 6 months, TAL benefit payments provided an important safety net to more than 28,000 Australians unable to work due to injury or illness.”

“Helping Australians during their toughest times with care and compassion is the most important thing we do. Beyond a claim payment, we want to help—for customers claiming IP or TPD this is about assisting them on their recovery journey. We do this by providing the financial, emotional and physical support they need to get back to health and on with life.”

Supporting customer health and wellbeing during and after a claim

“TAL aims to show leadership in claims. Beyond working to provide a faster, easier claims experience by harnessing innovation and AI, we continue to uplift the personalised support we give Australians navigating the claims process and through their recovery.”

“We’re uniquely placed to provide and connect our customers to healthcare and rehabilitation services and to get them back to health after the unexpected happens.”

“For example, TAL in-house health experts support evidence-based reviews and faster claims decisions. Once a claim is accepted, we connect customers with leading health providers including mental health services, occupational rehabilitation and cancer support to manage health conditions and help them meet their health goals.”

“TAL also partners with experts in the health community to ensure we are at the forefront of medical thought leadership,” said Ms Croft.

TAL customers also have access to Mental Health Assist which provides virtual access to a psychiatrist for an assessment within 10 days, eliminating extended waiting periods often experienced in the community. Last year70% received a change in diagnosis; 68% a change in medication 64% a change in therapy; and 16% achieved early return to full or part-time work.

Headlight, TAL’s online tool to help people better understand their mental health and access free support services, logged 3,257 visits in the same period. Co-developed with UNSW, Headlight is now available to partners and customers through the life insurer’s healthy living platform, TAL Health for Life.

TAL Claims Recovery and Support Specialist, Kate Tran said the role of TAL’s in-house health and rehabilitation team was central to improving customers’ claims experience and outcomes.

“We’re focused on supporting our customers to live full lives, whether that’s improving their functional capacity so they can better engage in everyday activities and with those important in their life or return to work.”

“By connecting a person with the services they need early in the claims process—and removing the financial burden of paying for them—we can help customers on a path to recovery faster.”

TAL cause of claims, 1 April – 30 September 2024

1. For the 6-month period 1 April 2023 – 30 September 2023. Total claims paid were $2 billion to 32,456 customers and their families. For the 6-month period 1 April 2023 – 30 September 2023. Total claims paid were $2 billion to 32,456 customers and their families. Claims statistics are based on total claims paid under TAL Life Limited and TAL Life Insurance Services Limited insurance products (including funeral insurance) between 1 April 2023 and 31 March 2024. A claim is assessed in order to determine whether or not the claim is payable. A claim is accepted when the claim is determined to be payable.

2. For the 6-month period 1 April 2024 – 30 September 2024.