Supporting more Australians when it matters most

TAL has supported more Australians in the past year, paying $4.7 billion in benefits to 57,000 customers and their families.¹ Living insurance claims continue to grow, now accounting for 75% of all claims paid.²

Mental health conditions remained the leading cause of claims for the fifth consecutive year (22%), followed by cancer (17%), and injuries and fractures (14%). Together, these three conditions accounted for more than half of all claims paid.³

TAL Chief Claims Officer, Georgina Croft, said TAL’s ongoing investment in technology, process improvements and partnerships, while keeping human support at the centre of the claims experience had made a meaningful difference to its customers.

“Last year, we supported 57,000 Australians and their families. Alongside our partners, we’re helping more people through increasingly complex claims - as many manage multiple conditions and uncertain recovery journeys.”

“We are focused on creating a better experience for the customers we exist to serve. This means investing in technology that makes it faster and easier to lodge a claim, connecting people with recovery support earlier, and giving our team AI tools that enable them to be fully present with customers and deliver a compassionate high-quality experience,” said Ms Croft.

TAL is investing in partnerships with leading health experts and research institutions to help customers feel more connected and supported throughout their claim and recovery. Through collaborations like the Pathways project with the Digital Health Cooperative Research Centre, the University of Sydney and Workcom, TAL is co-designing new tools to get customers the right support at the right time.

New AI tools, shaped by TAL’s claims consultants, mean they are spending less time on administration and more time supporting customers when they need it most. A chat-based knowledge assistant has answered over 37,000 claims-related queries for consultants, saving seven minutes per question, while an automated call summarisation tool has processed over 120,000 calls, keeping consultants fully present in every conversation.

Building on the success of the scalable digital platform, TAL Connect, the insurer continues to streamline documentation and assessment, automate claim lodgement, and improve digital self-service capabilities that give customers real-time visibility of their claim.

Digital integration between TAL, its super fund partners and their administrators has significantly reduced the time it takes to lodge a claim. For example, TAL is receiving digital IP claims from AustralianSuper members around 80% faster than on paper.

More customers are taking advantage of 24/7 digital lodgement options, with many choosing to start their claim outside traditional business hours, at a time that suits them.

“These changes reflect TAL's commitment to modernising its claims capabilities while keeping people at the centre of everything we do,” said Ms Croft.

² Living insurance includes Income Protection (IP), Total and Permanent Disability (TPD), Critical Illness and Trauma Insurance, supporting TAL customers unable to work because of an illness or injury.

³ Claims statistics based on total number of accepted claims that were determined to be eligible for payment between 1 April 2025 and 31 March 2026. A claim is assessed in order to determine whether or not the claim is payable. A claim is accepted when the claim is determined to be payable.