Make a claim - Westpac policy holders

Important Information

On 9 August 2021, Westpac announced it had agreed with TAL Dai-ichi Life Australia Pty Limited (“TAL”) to sell Westpac Life Insurance Services Limited ("WLISL"). The sale of WLISL to TAL was completed on 1 August 2022. Following the sale, WLISL changed its name to TAL Life Insurance Services Limited (TLISL).

Step 1: Contact us

Call us on 1300 551 431 Monday to Friday, 8.00am to 6.30pm (Sydney time). It’s important to contact us as soon as you can and let us know what has happened to prompt your claim.

For selected Income Protection and Living Insurance claims we may be able to assess your claim over the phone, without the need to fill in any forms. All you may need to do is provide relevant medical information and/or a medical certificate.

If we cannot assess your claim over the phone, you will be assigned a dedicated Claims Consultant, who will provide support throughout your claim. We may ask questions to understand the type of claim that you need to make and to ensure that we provide you with the correct information.

If you have a financial adviser or planner and would like them to be involved in your claim, we will let them know that you need to make a claim on your policy.

Step 2: Complete our claims kit

If we can't assess your claim over the phone, we will send you a claims kit. This contains important forms for you to complete as well as helpful information about making a claim.

If you require assistance providing these initial supporting documents and information to make a claim, please contact us on 1300 551 431 Monday to Friday, 8.00am to 6.30pm (Sydney time).

Depending on the type of claim that you are making, some forms may need to be completed by a medical or finance professional. Make sure that you read the forms carefully as they may ask you to attach additional information, for example a copy of any medical reports or test results that you may hold.

Once you have completed the forms and collected any additional information required, return the completed documents to:

Email - btlifeclaims@tal.com.au

Post - Life Insurance Claims, GPO Box 524, Sydney NSW 2001

We will send you a letter to confirm the details of your claim and provide you with the contact details of your claims consultant who will keep you updated through the assessment of your claim.

 

Your Claims Consultant will review all the information you have provided and make an initial assessment of your claim. They will then call you to discuss the assessment and let you know if further information is required, including why it is necessary, for the assessment of your claim.

Once your claim has been approved, we'll arrange your payment by a direct deposit or cheque. We'll call you to confirm that your payment has been processed.

If your claim is for an Income Protection benefit, your claims consultant will contact you each month to assess the ongoing payments.

Feedback and Complaints

To provide feedback and resolve any concerns, contact our Customer Relations team on 1300 551 431 Monday to Friday, 8.00am to 6.30pm (Sydney time).

Read more details on how to make a complaint.

The Insurer and Issuer is TAL Life Insurance Services Limited ABN 31 003 149 157 AFSL 233728 (TLISL), except for Term Life as Superannuation, Income Protection as Superannuation, and Income Protection Assured as Superannuation, which are issued by Mercer Superannuation (Australia) Limited ABN 79 004 717 533 AFSL 235906 (MSAL) as trustee of the Mercer Super Trust ABN 19 905 422 981. MSAL does not guarantee the insurance. TLISL is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). MSAL is not part of the TAL group of companies. Westpac is a trade mark of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714 and is used by each of TLISL and MSAL under licence. This information does not take into account your individual needs, objectives or financial situation. You should read the Product Disclosure Statement (PDS) before making a decision to purchase or continue to hold a product. A PDS can be obtained by visiting tal.com.au/westpaclife or calling 1300 551 431.

A Target Market Determination has been made for Protection Plans products. Please visit tal.com.au/westpaclife-docs for any of our Target Market Determinations.

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2024 © TAL Services Limited a Dai-ichi Life Group Company.

"TAL is Australia's leading life insurer" based on Inforce premiums for risk only life insurance policies, NMG Consulting (2023).

Any financial product advice is general in nature only and does not take into account any person’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for any person should be considered, having regard to those factors. Persons deciding whether to acquire or continue to hold life insurance issued by TAL should consider the relevant Product Disclosure Statement (PDS). The Target Market Determination (TMD) for the product (where applicable) is also available. Life insurance issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848.