TAL invests to support Australia’s next generation of needs and customers

Published today, TAL’s Our Contribution 2025/26 report highlights how the life insurer is investing to support more Australians through changing protection needs, mental health challenges and the transition to retirement. 

TAL Group CEO and Managing Director Fiona Macgregor said the report reflects how TAL is responding to the needs of modern Australia. 

“Behind every claim is a person, a family and a story. Our most visible contribution is the financial support we provide when people need us most, but it is about more than financial outcomes. It’s about choice, plans, family, legacy and helping people find a new normal in challenging situations. That is the privilege and responsibility of the business we are in.” 

“The Australian economy continues to evolve, and we are seeing this reflected in customers’ needs. Uncertain times elevate the importance of the safety net, and Australians are holding onto their cover. Against this backdrop, we made meaningful progress against our FY25-30 strategy, stepping up our investment in claims, in digital, and in the products, services and partnerships that will help us respond to the needs of modern Australia. Alongside this, we continued to invest in our people and in building a thriving and adaptive workplace.” 

Chair of the TAL Board, David Cohen, said: “This report highlights a collective effort to deliver on TAL’s Purpose and make a positive impact. We thank our customers and all our partners, who place their trust in us to deliver for them, our people for their dedication, empathy and teamwork, and our parent Daiichi Life for its support and backing as we look ahead to building a more confident and resilient future for Australians.” 

Mental ill health remained TAL’s leading cause of claim for the fifth consecutive year, reinforcing the need for evidence-based support that helps customers return to wellness and work. 

Ms Macgregor said, “Mental ill health has become an era defining priority for TAL, our industry and the communities we serve. We are evolving the support we provide, including leveraging the expertise of new and existing partners to ensure our work is grounded in evidence and our customers’ actual experience, and developing products with a bias toward recovery.”  

Last year, TAL focused on reaching and helping more Australians, including younger people who are underserved and under-protected, by innovating to make protection more relevant, affordable and accessible. New propositions, including backd by TAL for casual and contract workers and cover designed for access via mortgage brokers, recognise changing working patterns and the most relevant life stages to access cover. The insurer also launched the ‘Life Takes Guts - protecting it should be easy’ campaign to support this focus. 

With millions of Australians set to retire in the next decade, TAL’s work withretirement partners, aims to help more Australians establish an income for life beyond their working years to enjoy a confident retirement. 

Continued investment in digital innovation, AI and technology is helping TAL create simpler and safer experiences for its customers, partners and people. In FY25, TAL signed the largest technology agreement in its history, expanding its Microsoft partnership to support cloud and data modernisation. TAL employees are shaping AI solutions that help them be more present with customers, while improved digital claims experience for super fund members has reduced lodgement times and helped connect them with support earlier. 

The report also outlines TAL’s ongoing focus on its people and broader community contribution, including recognition of strong employee engagement and an inclusive culture, the first year of TAL’s updated FY25-30 Sustainability Priorities and the 10th anniversary of the TAL Community Foundation.  

The full report, Our Contribution 2025/26, is available at https://www.tal.com.au/about-us/our-contribution.

Our Contribution 2025/26 Highlights

• Together with our partners, TAL is proud to protect 5 million customers and their families
• $4.7 billion paid in claims to 57,011 customers and their families
• 75% of claims payments were for living benefits, supporting customers living with or recovering from an illness or injury
• +70 Claims customer service Net Promoter Score (NPS) up 1 point on FY24
• “Excellent/Top Tier” 92/100 combined reputation score across all partners, up 2 points on prior year (FY25 RepTrak survey)
• Awarded Life Insurer of the Year – Group and Direct in Money Magazine Life Insurance Awards 2026
• Innovated TPD to meet modern customer needs, launching the recovery-aligned TPD Support Option (TSO)
• 'Life takes guts – protecting it should be easy' brand refresh and national campaign launched
• Named one of Australia’s best places to work, receiving the Belonging Award in the Australian Financial Review BOSS 2026 Best Places to Work
• Celebrated 10 years of TAL Community Foundation, contributing 23,600 hours of employee volunteering and over $9 million to our communities.