Customers in need of extra help and support

Everyday at TAL, we work to help Australians keep living the life they love - no matter what happens.

At TAL, we’re committed to supporting our customers who have individual needs, who may need extra care, or may be experiencing vulnerability. We recognise that everyone’s situation and needs are different and that some circumstances may mean you need extra support and care such as:

  • mental or physical health conditions

  • disability

  • age

  • injury

  • domestic and family violence

  • financial hardship/distress

  • language and/or literacy barriers

  • living in remote locations.

We are also committed to supporting and understanding the needs of our Aboriginal and Torres Strait Islander communities and customers, and customers from other cultural backgrounds.

How we can help

We understand that in difficult circumstances, things can be a lot more complex. We’re determined to help our customers, especially during tough times. If you tell us or we identify that you need extra support due to vulnerability, difficult circumstances or unique needs, we will work with you to find a suitable, sensitive and compassionate option, while protecting your right to privacy. We will treat you, your family, carer or support person with empathy, compassion and respect.

Here are some links where you can find out how we can support you. Alternatively, please contact us to discuss what options might be available to you.

When can I ask for help?

Our staff are trained and equipped to support customers in need of extra help and support. We’ll always do our best to prioritise customers who need additional assistance.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need.

Mental health and grief

If you’re concerned your mental health is impacting you, we can support you to help you navigate financially protecting your life and loved ones.


Financial hardship

Feeling financial pressure or worried about premium payments? We can work with you to help find a solution so you can keep your protection in place.


Domestic and family violence

Abuse can come in many forms and can affect anyone. We’re committed to supporting customers who may be impacted by domestic and family violence.


Separation and divorce

There are many things to think about when going through a separation. We answer some questions to help you understand what to consider with your life insurance policies.


Language services

We can help if English is your second language, or if you have a hearing or speech disability, so you can understand and access life insurance with confidence.


Scams and fraud

Have you fallen victim to a scam or fraud? Learn how to spot a scammer, protect your identity from being stolen, and what to do if you have or think you have been scammed.


People living with HIV

Your HIV status alone is unlikely to preclude you from taking out life insurance. At TAL, we want to support you on your life insurance journey and make the process as easy as possible.


Power of Attorney

Thinking of appointing a Power of Attorney (POA)? We can help you understand the process, who is eligible, and when this could be beneficial for you.


Gender identity

Applying for life insurance may seem daunting if your gender doesn’t fit traditional labels. We will help you feel supported and cared for to get the cover you need.


Documentation and medical assessment support

If you live in a remote location or are struggling with the documentation requirements associated with your life insurance, we can help.