Title: Claim Consultant

Department: AustralianSuper 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 members 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 members with their income protection (IP) and total and permanent disability (TBD) 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 has been given a serious medical diagnosis, knowing that I’m able to help them access payments that can make a significant financial difference to their life 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 quickly process backdated claims to help ease their financial 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, because we develop a rapport and they can really share how they are feeling. Often members say that family members can be more emotionally impacted, but with me, they can be more honest and talk about the down 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 member on his income protection claim after a pancreatic cancer diagnosis, only two years after being on claim for another form of cancer. Despite doctors saying that things didn’t look good, this member was so resilient in his approach, going to trial surgery and expressing such determination in our monthly phone calls. After 12 months, he told me that his scans were now clear and he was in remission and returning to work – which was incredible news! Both of us were overjoyed with this outcome.

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 12-week intensive training program where we learn about all the regulatory 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 customers have their claims progressed and paid faster. It feels good to know that I’m making a difference for members as they go through some of life’s hardest times.

With every claim, you learn something new and I’m continually supported to build my claims processing knowledge and better serve members.

Interested in applying?