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,
Group CEO & Managing Director
COVID-19 Customer Information
Our first priority is supporting our customers and to be paying claims and providing a full service to you
We have taken steps to ensure the health and safety of our staff so that we can continue to support you
All existing customers who joined TAL prior to 18 March, including doctors, nurses and medical professionals on the front line, are fully covered for COVID-19
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
We are working to find solutions where medical information is difficult to obtain
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.