COVID-19 Response

2020 -

Dear Customers,

As the world, our nation and communities continue to grapple with the evolving impact of COVID-19, at TAL we understand how important it is that you are confident we will continue to be here for you and your family should you need us.

Our top priority at TAL during these challenging and unpredictable times is continuing to provide support and responsiveness to our customers.

We recognise that a key part of continuing to provide that support is ensuring our own workforce remains healthy and safe. We have planned for many scenarios and have applied a number of changes to our business to ensure there is minimal disruption to our ability to continue delivering on our promises to you. Many of our people are now working remotely and effectively. We have also implemented a wide range of social-distancing and broader measures in our organisation as recommended by government and national health experts. We are monitoring the situation very closely and our response is being adjusted as the situation evolves and requires. I am confident that our teams at TAL are functioning well and ready to support our customers.

We also understand that the circumstances surrounding COVID-19 may impact our customers differently. If you are making a claim for example, we recognise that there may be circumstances where you have difficulties in providing us with the information we require to support your claim. In these situations, we will always consider your circumstances and look for pragmatic and alternative ways to process your claim as efficiently as possible.

The health and well-being of our customers, staff as well as the broader community is of critical importance at this time. I would urge all of us to consider and follow the advice of government and our national health experts in order to limit the spread of COVID-19. It is also important at this time that we support each other.

As a TAL customer, I would like you to know that we are prepared and we will continue to be there to support you during these challenging times.

Further detail on some of the measures that we have taken is outlined below and we will continue to keep this information updated as the situation evolves.

Thank you for taking the time to read this and please take care,

Brett Clark
Group CEO & Managing Director

COVID-19 Customer Information

We have taken steps to ensure the health and safety of our staff so that we can continue to support you

The majority of TAL staff are now working remotely and effectively. For the small number of staff still in our offices, we have put in place strict requirements to ensure the health and well being of our people, following the guidelines of all relevant government and health authorities. We have prepared for a number of COVID-19 scenarios and have plans in place to ensure our service and support for you continues. This includes adopting the latest social-distancing guidelines for our people across TAL as recommended by Government and the World Health Organisation. We have also introduced a range of other measures across the business designed to reduce risk and ensure we continue to be here to support all our customers.

Existing customers can still increase their cover with TAL

If you wish to increase your insurance cover with TAL, we would be pleased to help you.

If during the policy increase application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered for the additional insurance cover only. These matters would be identified and assessed through our normal assessment process.

Any new modified terms that are applied would only apply to the additional insurance cover and would not be applied to the insurance cover you already have in place under your policy.

New customers can still purchase insurance cover from TAL

If you wish to apply for new insurance cover with TAL, we would be pleased to help you.

If during the policy application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered. These matters would be identified and assessed through our normal assessment process.

Income Protection insurance coverage

Income Protection insurance is designed to provide income replacement where a customer experiences illness or injury which prevents them from working and earning an income. If your illness directly impacts your ability to work and earn an income beyond the duration of your waiting period, you should call our customer service line on 1300 209 088 and they will assist you. Income Protection insurance does not cover for workplace closures or quarantine or where there is no sickness or injury.

We are working to find solutions where medical information is difficult to obtain

We acknowledge that the current situation may result in challenges accessing medical practitioners or delays in them providing us with the relevant medical information. We will always consider your individual circumstances and we will look for alternative ways to process your claim as efficiently as possible, against the terms and conditions of your policy.

For customers suffering financial hardship

We understand the significant impact COVID-19 may have on the livelihood of customers and their families in Australia. We want to support those impacted during their time of need. We would encourage any customer who has been directly impacted by COVID-19 and is concerned about their ability to meet their premium obligations to contact TAL and discuss our financial hardship policy.

Back to top