We want to help Australians keep living the life they love. Every claim we pay is our promise kept, and in our 2019/20 Financial Year we paid $2.5 billion in claims to more than 35,000 Australians and their families. That’s equivalent to over $46 million a week.

We understand that every claim is different so we promise to always: 

1. Put ourselves in your shoes

2. Tell you what we are doing, and do it

3. Ask the right questions to make sure we understand each customer’s situation

4. Be informed and find the answers

5. Take the initiative to make life easier for you

Helping more Australians keep living the life they love

People often think claims are all about payments to families when a loved one passes away. And of course, that's part of what we do. But 65% of all the claims we paid last year were to help customers keep living the lives they love, after an accident or illness. 

These living benefits demonstrate the value of Income Protection, Recovery Insurance and Total and Permanent Disability Insurance in the lives of every day Australians.
 
We want all Australians to live as healthy and full lives as possible, because that’s what living this Australian life is all about. That is why our number one priority, when it comes to claims, is to support your health and ensure we can help you be the best you can be. 

One less thing to worry about

Our aim is to make your claim one less thing to worry about at a difficult time.

At the heart of the claims experience is you. Every claim is different, because every person is different. That's why we assign you a dedicated Claims Manager who will work with you from start to finish, to understand you and your individual needs.

This is really important: taking the time to get to know you, and asking the right questions to find out how we can help you make the most of life.

Also, we understand that if you need to make a claim with us, it's going to be at a difficult time in your life. So we make it as easy as possible for you. For example, doing as much as we can over the phone, means less paperwork for you.

Supporting your return to wellness

Our goal is to help you lead as healthy and full a life as possible. Our rehabilitation services are there to help you get back to health, taking into account all of your circumstances – your physical health, your mental wellbeing and your social support.

That might include:

• tailored exercise plans
• return to work assistance
• planning advice from a professional organiser, and
• work placement.

So when we say, we're committed to claims, what we really mean is we're committed to your wellbeing.

Learn about claims at tal

The claims stories are provided for illustrative and example purposes only and provide general information only on how cover can operate. They do not take into account a potential policy owner's objectives, financial situation or needs. Before making a decision to acquire a life insurance product, a potential policy owner should consider the appropriateness of this information having regard to their own objectives, financial situation and needs and should also speak with their financial adviser as well as reading the relevant Protection Product Disclosure Statement prior to making any decision. All claims submitted to TAL are assessed against the relevant policy terms and conditions. Please consult the appropriate Product Disclosure Statement and Policy Document for an explanation of the claims process and requirements.

Capital adequacy

It's important we deliver on the promises we make, this includes our ability to pay claims to our customers when they need them. As a life insurer, we demonstrate this ability through the capital we hold. This capital ensures that we have enough money available to pay claims,even under extreme or unexpected financial conditions.

To read more, download our Capital Adequacy Disclosure document.