Frequently Asked Questions.

Answers to your Frequently Asked Questions.


What does life insurance cover me for?

Here are some of the events you can choose to be covered for under your TAL insurance policy.

  • If you die or are diagnosed with a terminal illness: your family receives a lump-sum payment. This is called Life Insurance.
  • If you’re diagnosed with a serious critical illness such as a cancer (of a specified criteria)or you suffer a heart attack (of a specified severity): you receive a lump-sum payment. This is called Recovery Insurance.
  • If you’re permanently disabled and unable to work: you receive a lump-sum payment. This is called Total Permanent Disability (TPD).
  • If you’re temporarily unable to work due to illness or injury: you receive a monthly benefit of up to $12,000, up to 75% of your salary*. This is called Income Protection.

This is a general guide only to the different types of life insurance and the circumstances in which a claim may be payable. You can find out exactly what you’re eligible for by reading the terms and conditions of your insurance policy, which are detailed in your policy document. *$12,000 cover until age 45; maximum cover of $10,000 from age 46 - 59.

What are Illness, Accident, Adventure Sports Cover?

What are Illness, Accident, Adventure Sports Cover?

You can tailor your insurance to suit your individual needs, for example with Life Insurance you can choose to get:

  • Accident cover – Your loved ones receive a lump-sum payment to protect their future, if you die as the result of an accident. For example, a car accident.
  • Illness cover – Your loved ones receive a lump-sum payment so they can keep living their lives to the fullest, if you pass away because of an illness such as cancer (of a specified criteria) or heart disease.
  • Adventure Sports cover – If you take up Accident Cover, you can extend it with Adventure Sports Cover. This means that your loved ones receive a lump-sum payment if you die from activities such as hang-gliding or scuba diving.

Find out more about more about the specific cover types you can get for Life Insurance , Total Permanent Disability Insurance , Recovery Insurance  and Income Protection .

What additional features of TAL Lifetime Protection can I set up over the phone?

You will need to speak to one of our professional Life Insurance Specialists on 131 TAL about including any of the following:

  • Bundling – Bundled policies are when the lump sum covers (Life, TPD or Recovery Insurance) are linked together. A claim payment under one of the Bundled covers will reduce the total benefits available under the Bundled covers by the claim amount paid. Find out more
  • Cover Pause - In case of financial hardship, you can pause your cover for up to three months. You won’t pay premiums but you also won’t be covered during that time. It’s easy to switch on your cover again. Find out more
  • Premium Relief (For Life Insurance, TPD, Recovery Insurance) – If you add this option, you won’t need to pay your Lifetime Protection premiums if you are unable to work for at least three consecutive months due to illness or accident. Find out more
  • Increasing Claims Option (For Income Protection only) – If you are receiving benefit payments, we will increase the payment in line with inflation, while you are receiving them. Find out more
  • Day One Accident (For Income Protection only) – Instead of having to wait out your chosen waiting period, your payments will start accruing from the first day you’re off work due to a total disability from an injury. Find out more

I have life insurance as part of my super, is that enough?

Most Australians have some form of life insurance through their super. The default level of cover is not based on your unique current and future financial obligations, so you may want to check to see if it’s enough. It may not be possible to take up some types of cover through your super fund. You may also want to consider whether you’re able to take your insurance with you if you leave your employer.

Can I increase my insurance cover?

You may be able to increase your insurance cover. You can contact us  to discuss your options with our Life Insurance Specialists. Or, depending on how you bought your cover, you can contact your financial adviser, super fund or employer to find out if you can increase your cover, and the steps to take.

What is indexation?

Indexation is a way to help future-proof your insurance payment against the effect of inflation. Every year, as the cost of goods and services increases, your amount of cover will increase by the Consumer Price Index (CPI), capped at 3% for Income Protection and 5% for all others. This will help to ensure that your insurance cover has not been eroded by the effects of inflation. Your premiums will also rise in accordance with any increase in cover.

What are bundled policies?

Bundled policies are when the lump sum covers (Life, TPD or Recovery Insurance) are linked together. A payment under one of the cover will reduce the benefit of the linked covers by the amount paid.

What is a standalone policy?

A standalone policy is not linked to any other covers. Payment of a benefit under a standalone policy will not reduce the benefit of the other covers.

What is the Life Buy Back Option?

The Life Buy Back Option allows you to buy back the Life Insurance benefit that was reduced when a benefit is paid from a bundled TPD or Recovery Insurance. The buyback can only occur 12 months after the claim is submitted or paid.

Who is TAL?

TAL is Australia’s life insurance specialist and for almost 150 years we’ve been protecting people, not things. Today, we insure more than 3 million Australians. And in 2015, we reached a new milestone paying over $1 billion in claims. Find out more about who we are and our life story.

How can Workers’ Compensation payments affect my insurance payouts?

Workers’ Compensation will only cover you if your injury happens in the workplace or your sickness can be directly linked to your employment.

If you’re receiving Income Protection payments, the amount you receive may be reduced if you’re also receiving Workers’ Compensation payments.


What is My TAL?

My TAL  is an online portal, which allows you to manage your cover anywhere, any time. Through My TAL, you can do the following:

  • Pay your premiums
  • Request a certificate of currency
  • Request a statement
  • Update your contact details, and
  • View all of your policy details.

Am I eligible for My TAL?

All customers with a TAL Accelerated Protection are eligible to register for an account.

If you have any of the following policy types, you cannot register for a My TAL account. These will be included in future releases of the portal.

  • SMSF Owned
  • TAL Superannuation Owned
  • Platform Owned
  • Joint Owned
  • Company Owned
  • Investment Policies

How do I register for My TAL?

To register for My TAL:

  1. Go to our registration page and enter your email address
  2. Click on ‘send confirmation email’
  3. Go to your email and click on the link within the confirmation email
  4. Complete the registration details


How do I login if I have already registered?

To login to My TAL if you’ve already registered:

  1. Click on the ‘login’ tab
  2. Enter your email address and select to receive a one-time password via SMS or email
    • If you selected email, you will soon receive an email containing a link which will give you access
    • If you selected SMS, your mobile phone will soon receive a six-digit code which will give you access



What happens after I submit my claim forms?

Once we’ve received your claim forms, a Claims Consultant will contact you to discuss your claim and answer any questions you have. We feel it’s important that you always speak to the same person, so we assign you a dedicated Claims Consultant to help you throughout the process.

How will I or my family receive payments?

If you have provided your Australian bank account details to us, we'll make the payment into this account. Otherwise we will send you a cheque.

In some instances, for example where your cover is purchased through you super fund, we may make the payment to the fund.

What is the Waiting Period for Income Protection?

The Waiting Period is the period of time that you must be Totally Disabled. The Total Disability Benefit and Partial Disability Benefit are not payable during the Waiting Period. You can choose a waiting period of 2, 4, 13 or 104 weeks. Generally, the longer the Waiting Period, the cheaper the premiums.

We make your first payment one month after the waiting period ends. For example, let’s say you chose a 4 week waiting period. If you were injured and stopped work on 1st April, your waiting period would start on 1st April and end 28 days later on 28th April.

You would then qualify for your payments from the 29th April. And your first payment would be paid one month later, on the 28th May.

Can I earn other income while I’m receiving Income Protection payments?

If you qualify to receive Total Disability payments and you return to work on a partial basis earning less than you were before your claim, you may be eligible for a Partial Disability Benefit. This allows you to receive some Income Protection payments on top of the partial income you’re able to earn.

We use a formula which is set out in your policy to calculate your Partial Disability Benefit. Your Claims Consultant will use your payslip (or other proof of income) to understand what your regular income is. They will also show you how your benefits reduce as you receive income from sources such as Workers’ Compensation, Centrelink, other insurance policies and, in some cases, sick leave.

You must let your Claims Consultant know if you return to work, or are receiving income from other sources, so we can make sure you receive the correct payments.

What can I do if I don’t agree with TAL’s decision about my claim?

We have processes in place to ensure that all our claims decisions are fair and consistent.

We will aim to provide you with a complaint outcome within 30 days for standard non-superannuation related complaints or 45 days for products/services involving superannuation trustees. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

If an issue has not been resolved to your satisfaction you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.


Can I get a copy of the documents in my TAL claim file?

If you’ve made a claim, you can generally access all the information we hold about you. There are some limited exceptions under privacy legislation. For example in some circumstances we need to provide the information to your doctor instead of providing it directly to you. We will let you know if this is the case.

How can I request information from my TAL claim file?

We take the protection of your personal and sensitive information very seriously. So, we ask that you make your request in writing to help us to identify you. All requests for information from your claim file should be addressed to:
The Privacy Officer
TAL Life Limited
GPO Box 5380
Sydney NSW 2001

Let us know which information you’re looking for, the name of the person it should be sent to, as well as their full contact details. It’s also useful if you can provide your policy number(s) with your request. We will aim to provide the information that you have requested within 30 days.

Can I provide feedback to you about my claims experience?

Yes, we appreciate any feedback about the way we do things. If you’ve had a positive experience with our claims team or have some ideas on how we can improve our claims processes or service, you can email us or send your suggestions to:

TAL Claims
TAL Life Limited
GPO Box 5380
Sydney NSW 2001

Do I need to update the insurer if my health or occupation changes?

You do not need to update the insurer of any changes to your health or occupation once you have been accepted for the insurance. We will assess your situation at the point of application and your insurance will be based on your circumstances at that time. Your insurance cannot be cancelled by the insurer if your situation changes.

However, if you change your occupation, you could be entitled to a lower premium. In this case, you can request an alteration of policy based on the change in circumstances.

For example: John was a carpenter when he first took out insurance, however after a number of years he has transitioned to an office-based role within the construction industry. 

John is now eligible to alter his policy, which could decrease his premium as he has moved from a manual role to an office-based role.

If I make a claim do my premiums increase?

If you’ve made a claim, your premiums will not increase outside of the normal age, general rate rises and increases due to indexation. 

However, based on your claim and what insurance you have, you may not be able to claim for that specific illness or injury again.

What is the difference between a non-binding nomination and a binding nomination?

If you’re holding your insurance within your super, you’ll be asked to nominate a beneficiary – the details of the person (or people) who will receive the life insurance money if you pass away. You have the choice to make a binding or a non-binding nomination.

Binding nomination – This is a legally binding statement which the trustee will use to know who your money should go to if you pass away.

Non-binding nomination – This is not legally binding. The trustee will take your non-binding into consideration when making the life insurance payment on your behalf, in addition to other aspects of the law.

Is the condition I claimed for excluded from the policy?

If the condition you claim for is excluded from the policy, then we will not be able to fulfil your claim. This is why it helps to completely understand what conditions you’re claimed for under your policy when you’re setting it up.

What happens to my policy if I was to move overseas?

TAL provides you with worldwide cover. If you’re travelling abroad, or you move abroad, you will continue to be covered by the terms you set up when you bought the policy.

It is worth noting that if you move to a dangerous country, you won’t be covered.


Customers requiring additional support

What additional support services does TAL provide?

We offer a range of services to make it as easy as possible for all our customers to engage with us. These include support for customers from non-English speaking backgrounds, those with speech or hearing impediments, travel assistance for customers in rural or regional areas, and help meeting timelines for your appointments or paperwork.

Please contact our Customer Service team on 1300 209 088 or your Claims Consultant if you have any other questions about accessing additional support services.

Do you offer a translation service?

Yes. The Australian Government’s Translation and Interpretive (TIS) service means you can speak to us through a translator. Call TIS on 13 14 50 to connect with a translator in your preferred language, who’ll then call through to us. TAL will cover any costs associated with the service.

You can also pre-book an interpreter for any appointments you have with us through your Customer Service Representative or Claims Consultant.

What happens if I can no longer pay my premiums and need support?

You may be going through financial hardship if you are wanting to pay your premiums to protect yourself and your loved ones, but can no longer afford it. We understand that unexpected things can happen in your life and that this may leave you in a difficult financial position. Some of these events may include; losing your job or reduction of income, family breakdown, domestic violence or natural disaster.

If you require support or assistance during this time, please find more information here.

Can you help with transport to medical appointments from rural or regional locations?

When we’re assessing an application or claim, we sometimes need our customers to have an independent medical exam or attend an appointment for a specialised service.

Whenever possible, we’ll arrange these close to your home, but if you live in a rural or regional community and a suitable provider isn’t in the local area, we’ll pay reasonable transport costs so you can attend the appointment. 

We’ll organise flights and accommodation if they’re required and, if you can’t travel alone for a medical reason, we may cover travel costs for your companion.

We must provide prior approval for any transport expenditure, so please speak with your Customer Service Representative or Claims Consultant to determine what we’ll reimburse.

If you require wheelchair access at your appointment, let your Customer Service Representative or Claims Consultant know so they can ensure there’s suitable access.

I’m having trouble meeting the timeframes for providing documents or getting to medical appointments – what can I do?

It’s important that you let us know if you’re having difficulty meeting your obligations to provide us with the documents we have requested or attending the medical appointments in the time frames we set. Your TAL representative will contact you regularly if we've asked for additional information. Make sure to keep them updated on your efforts as we may close an application or claim if there is no action on it.

If the application or claim time frames present specific challenges, your Claims Consultant will work with you to agree a reasonable timeline and help you gather the information required. 



Investments and Super

How can I make extra contributions to my super or investment policy?

Depending on the product you have with us, you may be able to make additional contributions by cheque, direct debit and BPAY® (Registered to BPAY Pty Ltd ABN 69 079 137 518). To confirm if your policy accepts additional contributions and the payment options available, please phone us on 1300 209 088.
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