Record Claims Paid -TAL

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

The insurer says claims were paid to more than 50,000 Australians and their families over the period and “…more than seven in 10 of these claims were provided to TAL customers living with, or recovering from, an injury or illness.”

This includes payments under Income Protection, Involuntary Unemployment, Terminal Illness, Total and Permanent Disability and Trauma types of cover.

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

“We’re committed to ensuring every person feels confident in our claims process by providing the financial, emotional and physical support they need.”

She notes that with the majority of TAL’s claims paid as customers 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.”

The company says that beyond a financial benefit, access to an online health directory, grief and carer support are on offer at claim time.

…customers can also access a range of funded claims and recovery support programs…

“Customers can also access a 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.”

Croft says 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.”

She notes that in the past year, the claims team completed over 22,000 hours of training across 277 training programs through TAL Claims Academy, including Person-Centred Claims Management.

She adds that digitising parts of the claims process is also key. The company continues to invest in TAL Connect, its digital platform providing its 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 24 hours,” Croft says.