COVID-19 Customer Information

Our teams continue to be ready to support you through this challenging time as the COVID-19 situation evolves. Our first priority is supporting our customers and to be paying claims and providing a full service to you.

We have taken steps to ensure the health and safety of our staff so that we can continue to support you. In addition to transitioning the majority of TAL staff to remote working, we have also introduced a range of other measures across the business designed to reduce risk and ensure we continue to be here to support all our customers.

For information regarding claims

If you are on claim and are ill with COVID-19, you are covered

There are no general exclusions for COVID-19 in any of our individual life insurance policies. If you are currently on claim, then you can be assured that you are fully covered for COVID-19, and continue to be paid in line with your policy terms and conditions.

If you are currently on claim, you will continue to be paid

Our claims payment and support process is the most important thing we do. Our claims teams are operating well and continue to be ready to support you through this challenging time, and we do not anticipate any significant delays to claims payments. Your claim will continue to be paid while you continue to meet your policy terms and conditions.

If you need to lodge a new claim

Dealing with your claim as quickly as possible is a priority for us because we know it's important to you. When you make a claim with TAL, you only need to speak to one person – your claims manager. They will be there to let you know what’s needed for your claim as well as answer any questions you may have. All claims will continue to be assessed according to the terms and conditions of your specific policy.

To make a claim, get in touch:

  • If you bought your TAL insurance directly from us, or through a financial adviser, please call 1800 101 016 (Mon to Fri, 9.00am – 5.30pm (AEST) or send us an email
  • If your insurance is through your super fund or employer, the best way to make your claim is to first contact them directly

Support for customers making claims or already receiving claims benefits

To ensure our claims managers can provide you with the best possible support while you are on claim, TAL has identified further support where COVID-19 may affect the management of your claim, including:

  • Establishing a dedicated team of experts across our Claims and Health Services functions to develop practical claims solutions for customers and to support claims managers with technical advice, including guidance on collecting medical evidence and other requests of our customers.
  • We understand that some customers may find it difficult to collect certain information required to process or assess their claim, either due to social distancing, self-isolation or other matters, so we will continue to listen, and be flexible and pragmatic in our approach.
  • For income protection claims where we know a customer’s medical condition or incapacity is likely to continue in the short term, our team has started to schedule benefit payments up to the next three months. We are able to schedule future income protection benefit payments for up to three months, within the limitations of your policy, to ensure customers have confidence they will receive their benefits in advance and on time.
  • TAL has increased our Grief Support benefit for death benefits payable as a result of COVID-19. The grief counselling support has doubled where customers can be reimbursed for up to six counselling sessions to a maximum of $2,000.

We encourage you to speak with your claims manager who will be able to assist you with any concerns you may have regarding your claim.  Our claims managers are here to support you.

For existing customers

Existing customers are fully covered for COVID-19

There are no general exclusions for COVID-19 in any of our individual life insurance policies. If you are an existing customer of TAL you can be assured that you are fully covered for COVID-19 in line with your policy terms and conditions. This includes all doctors, nurses and health professionals.

Support for customers suffering Financial Hardship

At TAL, we are here to help you. These are challenging times for our community and TAL is here to support our customers when they need us most and are facing immediate financial hardship.

In addition to TAL’s standard financial hardship provisions we are providing our customers with further support.

It is important to understand that all TAL policies come with a grace period or period of extended cover when customers miss a premium payment.  Generally, your insurance cover continues for at least 30 days if you miss a premium payment.  So don’t worry if you have missed a premium payment recently, you are still covered for at least 30 days depending on your individual policy.

If you are an existing customer and having difficulty in making premium payments on your policy, then TAL can offer a range of options to provide you with support to maintain your policy, including:

  • Options to reduce or change your level of cover.
  • Options to pause your cover.
  • Increased flexibility around policy premium payments.

These options are available for policies that have been in force (with premiums paid) for six months or more, and are in addition to our standard financial hardship provisions. Please note that in some circumstances, some of these options may not be available to all customers, particularly if your individual insurance policy is funded through your superannuation fund. Further details on the support available through our financial hardship policy.

You will need to notify us if you are making changes to your policy due to COVID-19 related hardship, so that we can extend assistance to you and administer any special offers of relief. 

We encourage any customers facing financial difficulty to contact TAL directly on 1300 209 088, or speak to your financial adviser to discuss what options might be available for you.

Existing customers can still increase their cover with TAL

If you wish to increase your insurance cover with TAL then you will follow our normal policy increase application. If during the policy increase application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered for the additional insurance cover only. These matters would be identified and assessed through our normal assessment process. Any new modified terms that are applied would only apply to the additional insurance cover and would not be applied to the insurance cover you already have in place under your policy.

Understanding if you have either TAL Lifetime Protection or TAL Accelerated Protection Life Insurance cover

Depending on how you bought your Life Insurance from TAL will determine if you have a Lifetime Protection or Accelerated Protection policy. There are two ways to understand which cover you have:

  1. It will be listed in the documents relating to your policy, including your policy schedule, policy document and PDS.
  2. If you purchased your cover directly from us either over the phone or via our website you will have Lifetime Protection, however if you purchased your cover through an adviser or via comparison service you will have Accelerated Protection.

Understanding what your TAL Income Protection covers

TAL Accelerated Protection and TAL Lifetime Protection Income Protection Insurance provide a monthly benefit if you suffer an injury or illness and can’t work. They can help to provide a replacement income to help you and your family meet the cost of living. Some policies can also provide additional benefits to help you cope with other expenses that you might incur while sick or injured. Your policy document will contain all of the details of the cover you have.

Understand how waiting periods work for your TAL Income Protection cover

A waiting period is an agreed amount of time that must elapse after you suffer a disabling illness or injury before you become eligible to make a claim. Usually these range between two weeks and two years – the waiting period that applies to your cover will be shown in your policy schedule.

If you recover during the waiting period, you will not be eligible to receive any payments.

If, however, you are still unable to work at the end of the Waiting Period and the policy terms are met, then you will qualify for your payments. We will generally make your first payment one month after the Waiting Period. For example, if you chose a 4 week Waiting Period and you were injured and stopped work on 1st of April, your Waiting Period would start on 1st of April and end 28 days later on 28th of April. If you were still unable to work after that time, and the policy terms are met, you would then qualify for a payment from the 29th of April for the periods that you are disabled. And your first payment would usually be paid one month later, on or about the 28th of May.

Income Protection policies do not include redundancy cover

TAL Accelerated Protection and TAL Lifetime Protection Income Protection policies provide a benefit if you’re unable to work due to illness or injury. They do not provide cover for being stood down or becoming unemployed. If you are suffering financial hardship because you have been stood down or have become unemployed, please contact us. Further details about how we can help are can be found on our financial hardship page.

If your employment is impacted due to COVID-19 this will not affect your Total and Permanent Disability (TPD) cover if you need to make a claim

TAL fully supports the FSC COVID-19 TPD Claims Initiative. This is designed to further support you if you have had your employment impacted as a result of the COVID-19 pandemic and you suffer an illness or injury before 27 September 2020 that gives rise to a TPD claim.

This initiative is designed to help you if you have existing life insurance and if you:

  • were working in your normal capacity on 11 March 2020, when the World Health Organisation declared coronavirus to be a global pandemic,
  • have had reduced working hours or lost your job due to COVID-19 since 11 March 2020,
  • become disabled as a result of an illness or injury between 11 March 2020 and 27 September 2020 inclusive,
  • have maintained your TPD cover at the time you become totally and permanently disabled, and
  • lodged your completed claim form on or before 1 January 2021.

If you meet the above criteria, then on an ex-gratia basis, TAL will assess your claim using the applicable disability definition based on your working arrangements as at 11 March 2020.

This change means that if you have had your work hours reduced or have been temporarily stood down as a result of the Australian pandemic response, you will not be disadvantaged at claims time due to this change in your circumstances. The commitment can be viewed here.

Wellbeing support for customers who may need it

We've set up a new Wellbeing Support service for any TAL customer and their immediate family who might need support with their emotional and mental health as a result of the current crisis. Our Wellbeing Support service is provided by an external specialist provider, Assure Programs, and is available 24 hours, 7 days a week. Each person can access three one-hour confidential sessions completely free by contacting 1300 820 733.

Visit our Wellbeing Support page for more information and to access for this service. Terms and conditions apply. Offers are for a limited time.

Careers support for customers who have had their job impacted

We've created a new bespoke Career Support service to support TAL customers who may have had their job impacted as a result of the current pandemic.

Career Support includes three phone-based coaching sessions focusing on:

  • a review of your current CV and recommendations on how to capture an employer's attention,
  • a review of your current skills, experience and expertise to identify where you will be valued in the market place, and
  • support to prepare for job interviews so you know what to expect to help put your best foot forward.

Visit our Career Support page for more information and to apply for this service. Terms and conditions apply. Offers are for a limited time.

For new customers

If you wish to purchase cover with TAL then we are here to help

If you wish to apply for new insurance cover with TAL, we would be pleased to help you. If during the policy application and assessment process it is established that you have recently travelled abroad, are showing symptoms of COVID-19, or are in a high risk group then you may be individually assessed, and modified terms may be offered. These matters would be identified and assessed through our normal assessment process. Please contact the TAL Customer Service team on 1800 706 588 or contact your financial adviser.

If you are a frontline healthcare worker and would like to purchase cover with TAL then we are here to help

TAL supports the FSC Commitment for new life insurance customers.  As part that commitment, TAL ensures frontline medical workers, who do not currently have cover or have only a low level of cover, are able to access all types of life insurance cover regardless of their exposure, or potential exposure, to people that have COVID-19. This includes income protection cover, trauma and/or critical illness cover, total permanent disability cover and life cover. The Commitment can be viewed here .

Help and support

Find out more about what government or community assistance is available

It is important that we all look after our physical, mental and financial health during this time. Below are some suggested physical, mental and financial health support services which you can access during this challenging time.

Your financial health

  • Get support – If your money worries are getting too much, seek support from financial counselling experts to help you through. There are free services available to help with budget development, debt recovery or negotiating with creditors. Try the National Debt Helpline. They provide free and confidential financial counselling to all members of the public.
  • Apply for assistance – If you’re experiencing reduced earnings or out of work, you may be eligible for Government support and rental assistance. For further information on services available to you and how to register your intent to claim a Centrelink payment visit Services Australia.
  • Request relief – If you’re struggling to make ends meet, you might be eligible for temporary relief. Speak to your utility provider to see what relief measures might be available to you. If you have lost your job, speak to your landlord about a possible rental reduction or your bank about any financial hardship assistance it can offer. Emergency Relief organisations can also help address basic needs such as food, chemist vouchers, accommodation, family and relationship services and financial aid to help lend a hand in times of financial crisis. Visit the Department of Social Services online to find the community organisation for your region.
  • Stay in the know – keep up to date with the latest government support information in relation to COVID-19 through MoneySmart.

Your physical health

  • Keep active - Staying physically active while social distancing can be challenging but it is important to boost your mood and wellbeing. World Health Organisation recommends 150 minutes of moderate-intensity or 75 minutes of intense physical activity per week1. Go for a walk or make time to do some stretches. You can even try an online exercise class.
  • Eat well – Keeping a balanced diet is essential for your immune system and energy levels. If you’re not working, you may need to be thriftier with your food choices. Consider low cost alternatives or meat-less substitutes. Check out the SBS Food Blog for Nourishing Dinners using pantry staples for some inspiration.
  • Healthy sleep habits – It’s important to maintain good sleep habits during these uncertain times for your wellbeing, daily functioning and immune system. If you’re facing a stressful situation or financial worries, it might be hard to switch off at night. Make time to unwind, limit media exposure and try to maintain a regular sleep and wake routine. The Sleep Health Foundation has some good sleeping tips to help during the COVID-19 pandemic

Your mental health

  • Practice self-care – Amongst the uncertainty, find time each day to do something you enjoy. Being mindful helps us feel focused, calm and grateful for the small things. Read a book, listen to music or meditate. Thrive Inside is a special meditation program by Smiling Mind designed to keep you mentally well while spending extended periods of time at home.
  • Stay connected – Social connections play a huge role in our wellbeing. Share how you’re feeling about your work uncertainties with a friend or family member. Pick up the phone, send a text or facetime over coffee. Stay connected with your network so when job opportunities do arise you’re on the front foot.
  • Find your purpose – Now might be the perfect time to learn a new skill, hobby or take stock of what really matters to you. Use this time out of work to think about your next move. We don’t expect this current state to last forever, so be prepared for what you would like to do next. If you’re ready to seek career advice and tools to help you develop a resume, prepare for interviews and submit job applications visit Findajob.
  • Support for carers – Being a carer can be a rewarding, but it’s also a challenging role especially given the current climate around social distancing and financial difficulties. Carer Gateway provides services to support carers including phone counselling, self-guided coaching, information on financial support, skills courses and an online forum to connect with other carers.
  • Seek help – If you’re feeling overwhelmed and need some additional support, you’re not alone. There are plenty of support services available, depending on your needs.

Mental health support services

Head to Health
Provide trusted online and phone support, resources and treatment options.

Beyond Blue
Ph: 1300 22 46 36
24 hours, 7 days per week
Provide immediate and confidential support through their 24/7 helpline and online chat services with trained mental health professionals

Ph: 13 11 14
Provide 24 hour crisis support and suicide prevention services.

Support for small business and SMEs

For small businesses & SMEs suffering cashflow challenges

A strong and resilient small business sector is critical for the Australian community and economy. As a principle, TAL will actively seek out opportunities to work with and engage small and medium sized (SME) enterprises. In addition, TAL will reduce our payment times for SME suppliers and businesses from 30 days to 14 days to support their cashflow requirements.
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