Record claims paid highlights TAL’s role supporting Australians through some of life’s biggest challenges

TAL has paid customers $4.2 billion in claims benefits in the 12 months to 31 March 2024, the highest annual claims ever paid by an Australian life insurer.

Claims were paid to more than 50,000 Australians and their families over the period. More than seven in 10 of these claims were provided to TAL customers living with or recovering from an injury or illness.¹

TAL Chief Claims Officer Georgina Croft said more important than these numbers, is the real-life impact each individual claim represents.

“Supporting our customers and their families when they’re going through the most difficult times of their lives is the most important thing we do at TAL. We’re committed to ensuring every person feels confident in our claims process by providing the financial, emotional and physical support they need.”

A holistic approach to claims support

“With the majority of TAL’s claims paid to Australians as they recover from an illness or injury, it’s important that we meet their needs, not only when they claim, but with personalised support on their path to recovery,” said Ms Croft.

Beyond a financial benefit, access to an online health directory, grief and carer support are on offer to TAL customers and their families at claim time. Customers can also access a wide range of funded claims and recovery support programs from tailored health coaching for customers with a cancer diagnosis, to pain and fatigue management and career coaching to help them as they prepare to return to work.

Investing in a leading customer experience

Ms Croft said TAL is focused on industry leadership in claims and providing a consistent, supportive claims experience for every customer, through ongoing investment in upskilling frontline employees, alongside TAL’s technology and channels.

“Supporting our customers starts with providing our claims consultants with the tools and training they need to be there for each customer when they need us most,” said Ms Croft.

“In the past year, our claims team completed over 22,000 hours of training across 277 training programs through TAL Claims Academy, including Person-Centred Claims Management to further strengthen their capability to support our customers.”

“Digitising parts of the claims process is also key to a more seamless claims experience for TAL customers, our superannuation fund partners and their members.”

“TAL continues to invest in TAL Connect, its digital platform providing TAL’s superannuation fund partners and their members with control and visibility to engage with their insurance or manage their claim, to create a faster and better experience when making and managing claims.”

“Over the past 12 months, more customers have chosen to lodge or manage their claims digitally, with 50% of claims commenced via the TAL Connect platform submitted within just 24 hours.”