Bringing claims to life

Making a real difference to your life at a difficult time, is the most important thing we do.

 

 

We’re in the business of paying claims

Every claim we pay is a promise kept. In 2015, we paid over $1 billion in claims to our Australian customers and families. That’s equivalent to over $19 million every week.

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 more than half of the claims payments we made last year were to help customers keep living the lives they love, after an accident or illness.

In 2015, that meant:

  • $292 million in Income Protection Insurance claims: providing an income to help Australians continue living their life if they have an injury or illness and can’t work for a while.
  • $298 million in TPD Insurance claims: helping Australians live a better quality of life if they are permanently disabled and can’t work.
  • $40 million in Critical Illness Insurance claims: meaning Australians can still make the most of life if they have a serious illness. 

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.

Claims stories

Here are examples of how insurance cover works.

Life Insurance, $1.5m

Who is Sarah?

At 37, Sarah is happily married to 38 year-old farmer Craig, with two young children.

What happens to Sarah?

Sarah and her children are left devastated when Craig loses his life in a farming accident. Craig had primary responsibility for the day-to-day running of the farm, which leaves Sarah with limited income options. Thankfully, Craig had taken out Life Insurance when Sarah was pregnant with their first child.

Where is Sarah now?

The lump sum from Craig’s Life Insurance enables Sarah to relocate with her children to be near extended family. While life without Craig is hard, they’ve managed to start afresh without financial worry.

Sarah's story

Life Insurance, $1.5m

Who is Sarah?

At 37, Sarah is happily married to 38 year-old farmer Craig, with two young children.

What happens to Sarah?

Sarah and her children are left devastated when Craig loses his life in a farming accident. Craig had primary responsibility for the day-to-day running of the farm, which leaves Sarah with limited income options. Thankfully, Craig had taken out Life Insurance when Sarah was pregnant with their first child.

Where is Sarah now?

The lump sum from Craig’s Life Insurance enables Sarah to relocate with her children to be near extended family. While life without Craig is hard, they’ve managed to start afresh without financial worry.

Nicola's story

Total & Permanent Disability Insurance (TPD), $315,000

Who is Nicola?

Nicola is a 46 year-old nurse who has three children.

What happens to Nicola?

Nicola is a keen netballer and plays in her local competition. During one match, she notices twitching in her arms but thinks nothing of it. In the following match she is finding it difficult to catch the ball. 

Now concerned, Nicola visits her doctor and after undergoing tests, is diagnosed with Motor Neurone Disease (MND). As a nurse, having a steady hand and being on her feet all day is essential. This diagnosis means Nicola can no longer work in her field of expertise. 

Thankfully Nicola has Total & Permanent Disability Insurance (TPD), which specifies that in the event that she can no longer work in her occupation, she will receive a lump-sum payment.

Where is Nicola now?

Nicola uses her TPD payment to hire a carer who can assist with looking after her on a regular basis. Receiving a lump sum also means her family’s lifestyle will be protected, so she can focus on her quality of life.

Allen's story

Critical Illness Insurance, $400,000

Who is Allen?

Allen is a 53 year-old solicitor living in regional Victoria.

What happens to Allen?

Allen’s wife Wendy has just recovered from a battle with thyroid cancer when they receive the horrible news that Allen has Non-Hodgkin Lymphoma. The doctors tell Allen that it is likely he will need a stem cell transplant, followed by radiotherapy. 

Living in the country means Allen will have to travel a long way from home to get the treatment he needs. With the money Allen receives through his Critical Illness Insurance, he and Wendy can afford to rent a property in Melbourne that is close to his doctors and the hospital.

Where is Allen now?

Allen is in remission and he and Wendy are back at their home in regional Victoria. They still travel back and forth from Melbourne so that Allen can see the specialist for regular check-ups.

Dennis' story

Income Protection, $180,000

Who is Dennis?

Dennis is a 48 year-old self-employed real-estate agent. He is recently divorced and has two adult children.

What happens to Dennis?

Following a number of negative episodes, Dennis is diagnosed with a major depressive disorder and is unable to continue working. 

When Dennis started his business many years ago, he had the forethought to take out a range of insurance cover, which he continues to maintain. Under his Income Protection Insurance, he is able to make a claim and can cover the bills while he is unable to work.

Where is Dennis now?

TAL’s Medical Services team approaches Dennis to see if he would be interested in assistance with returning to work. Dennis is keen to embark on the road to recovery, so TAL engages a rehabilitation consultant with a background in psychology to help. The consultant develops a return to work plan in consultation with Dennis and his psychiatrist, and Dennis is returning to part-time work.

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.

 

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