Our claims philosophy

We aim to provide every customer with as easy a claims experience as possible.

Delivering on our promise to support our customers through the claims we pay is the most important thing we can do. When things go wrong with your health, or the health of a loved one, you may find yourself doing many things for the first time. It’s sometimes tricky to know where to start and it can feel overwhelming. Which is why we are committed to supporting our customers by providing guidance and support every step of the way.

Our claims philosophy: "We will deliver on the promise we make to every customer, ensuring they understand and feel confident in how we will handle their claim."

Providing guidance and support every step of the way

Living our claims philosophy to help you and your loved ones get back on the path to living the life you planned.


Our commitment to managing your claim

Our commitments guide how we handle claims every day, providing clear expectations so our customers can claim with confidence.
Setting expectations

To help you understand what needs to happen and why, when and how it happens, and who is responsible, you will have one point of contact within our dedicated Claims team.
Removing complexity

We will prepare in advance before contacting you, limit paperwork as much as possible and make decisions as quickly as possible to make things simpler for you.
Personalised recovery support

We will take the time to understand your situation and offer the right support to help you on your path to recovery.
Treating you fairly

Doing the right thing by you underpins all we do. You will have the time you need to talk through your claim. You’ll be offered different ways to provide the information to support your claim. We’ll also explain to you the reasons why we make our decisions.
Claiming with confidence

Supporting you starts with our people. We’re committed to providing our claims teams with the right support they need, to do the best job they can for you at a challenging time in your life.

Dexter's story

How one TAL customer got back on his feet

A serious cycling accident could have left Dexter permanently disabled, but with TAL’s ongoing support, he’s rebuilt his life.
Learn more
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