AustralianSuper and TAL cut claim lodgement times by 80% after digital overhaul

More than 1 in 3 claims now initiated online, as members embrace 24/7 access

One year since launching a digital claims experience for AustralianSuper members, data shows significant improvements in how quickly and easily members can access support when they need it most.

Since launch in May 2025, around 35% of all AustralianSuper disability benefit claims covering Income Protection (IP), Total and Permanent Disability (TPD) and Terminal Illness (TI) have been initiated digitally.

Members are not only lodging faster but lodging sooner after their claimable event, meaning they are connecting with support earlier in their recovery. The median time to lodge a claim online is now between 18 hours and 5 business days, with TAL receiving IP claims submitted digitally around 80% faster than paper and TI claims around 60% faster.

AustralianSuper’s system integration with TAL drives efficiency across teams where information and validations are shared in real time, ensuring that when a member submits an insurance claim, TAL is in the best position to take action.

Member feedback consistently shows that making a claim is one of the most critical moments in a member’s relationship with their super fund. The improvements leverage the life insurer’s scalable, digital platform – TAL Connect – and were designed around what members said they needed: a process that works around them; the ability to lodge, track progress and upload documents online, at a time that suits them; while keeping human support available for those who want it.

Around 30% of digital claims are now lodged outside of business hours, reflecting how members are using the channel on their own terms. When the platform went live at 10pm on launch night, the first claim arrived at 3:20am the following morning – by a member who had uploaded and submitted all their documentation within hours of going live.

AustralianSuper Head of Insurance Product, Richard Land said members deserved a claims process that works around them, not the other way around.

“When a member needs to make a claim, they are often going through one of the hardest periods of their life. Our job is to make sure that accessing their cover is easy and they feel supported throughout the process. Seeing members lodge claims in hours rather than weeks – and engage earlier in their recovery as a result – tells us we are doing better at meeting them where they are."

TAL General Manager Group Partnerships, Paul Wallis said earlier engagement is helping members access support, recovery services and care sooner.

“The goal was always more than a faster claims process alone – it was getting members to the support, recovery services and care they need as quickly as possible, and whenever we can, helping them return to health and work. These early results tell us we’re achieving that for members; but we’re not done. Further investment in the claims and underwriting experience is planned, and both teams continue to capture member feedback to drive ongoing improvement.”

TeleClaims continues to provide human support, with the two channels designed to work together to meet members’ different needs.

Members are also benefiting from enhancements to Cover Assist, TAL’s digital underwriting journey, with mobile-compatible, member-tested pathways and simplified workflows now live for AustralianSuper members.