Documentation and medical assessment support

Assistance for customers having difficulty meeting timelines or identification requirements

We recognise that some of our customers may find it difficult to attend medical appointments or to obtain the necessary documentation in the timeframes we request to keep your application or claim open. When this is a challenge, we will work with you to agree on reasonable timeframes and assist you in booking medical appointments or obtaining the required documentation to support your application or claim.

Where we are requesting information, we will contact you at intervals to keep you updated about the process. It is also important for you to keep your TAL Customer Service Representative or claims consultant updated on your efforts or we may inadvertently close your application or claim.

If you are experiencing difficulties, please speak to your TAL Customer Service Representative or claims consultant who will be able to help you.

Support for customers living in rural and regional communities

We offer a range of services that support our customers living in rural and regional communities who may have difficulty:

• in accessing medical assessment services and/or

• meeting timelines for completing requirements.

Your Customer Service Representative or claims consultant will be able to help you if you have questions or want to enquire about additional support.

Transport to medical appointments from rural or regional locations

As part of the assessment of an application or a claim, it is sometimes necessary to request our customers be examined by an independent medical specialist or, for a claim, to attend rehabilitation-related services.

In all cases, we will try to organise appointments to take place close to your home, to ensure as little inconvenience as possible for you. However, for our customers living in rural or regional communities, if a suitable provider is not located in your local area, TAL will pay reasonable costs for your transport to attend the medical appointment.

If flights and accommodation are required for you to attend medical assessments, we will organise this for you. If there is a medical reason you cannot travel alone, we will also consider paying any travel costs for someone to accompany you. Approval is required from TAL prior to the appointment.

For our customers with disabilities, please speak to your Customer Service Representative or claims consultant to ensure that there is suitable access for you at the medical appointment. In all cases, please speak to your TAL Customer Service Representative or claims consultant prior to incurring any expenses to confirm what payments can be reimbursed. They are committed to helping you find a suitable solution.