Throughout April, I along with over 150 people across TAL, put on hold my usual role to help out with the additional influx of work across the business. Since the outbreak of COVID-19, our operational teams have seen a substantial increase in customer queries, claims and sales. While our customers felt the impacts of the virus, so did our front-line people. In true Australian form, internally we rallied together as one to help out our customers that needed it most.
I had the privilege of working with our claims team to assist with claims processing. Albeit the limitations of working from home, our teams adapted to deliver the necessary system training and support in a professional online forum. From the get go, I was provided with encouragement, appreciation and support from every single claims team member I encountered. Even in these challenging times, I was impressed with the way they handled themselves and how they went above and beyond to continue supporting our customers.
While I thoroughly enjoyed my time in claims, there were definitely moments where I found the role to be extremely eye opening. Working in the brand team, I normally spend my time creating content to help our customers and consumers better understand the value of the life insurance category, and I hope to take this new experience gained back into my role. This opportunity has been somewhat of a reality check to remind me that the most important thing we do at TAL is supporting our customers when they need us most – at the time of claim. Working in the Claims team I’ve seen first-hand how important the support is that we provide our customers when they're going through a difficult time. Our customers place their trust and confidence in us when they take out a policy with TAL, so it’s important that we're there when they need us and support them through their claim.
Needless to say, the experience was extremely fulfilling. I (virtually) met so many amazing people, learnt a valuable amount about the claims processes and most importantly, I was able to make a difference. I’m so proud to work for a company where we have the options, support and technology to help our peers and customers.