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Claims support

Claims support

Answers to questions you may have during your claim or on your road to recovery.

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Our claims philosophy

We will deliver on the promise we make to every customer, ensuring they understand and feel confident in how we will handle their claim.

Understanding claims

We understand that making a claim can be a daunting experience, that's why your claims consultant will be here to support you.

Along the way you'll have questions, which is why we've answered the common ones below.

View videos

Human stories

We also share stories from some incredible Australians that have the potential to inspire.

Learn more about our human stories

Supporting our customers’ health

Services and support we provide before and throughout the claims process to enhance the physical, mental and financial health of customers.

View our health support services

Network of care

To help manage your recovery after an injury or illness, it’s important to stay connected to your network of care.

This can include your GP, specialist doctors, nurses or allied health professionals such as psychologists, dietitians or physiotherapists.

You may only need one particular type of health professional, or may benefit from seeing a few.

Reaching out to community support groups is another good way to connect with others who’ve experienced similar things and can empathise with what you’re going through.

Alongside your medical treatment, it’s helpful to stay in regular contact with your family and friends, as well as your employer and colleagues. Their support plays an important role in your recovery.

At TAL, your dedicated case manager will work alongside you and your network of care to support your recovery.

Disclaimer: Policy coverage claims requirements and outcomes vary depending on your policy and individual circumstances. Please refer to your policy working and product disclosure statement or contact TAL, your Financial Adviser, or your super fund (as relevant) for more information.

The importance of social support in your recovery

An injury or illness can be an incredible shock, and can stir up many emotions. You may be faced with some big decisions, as well as changes to your body and your lifestyle.

To help with your recovery, it’s important to stay connected to other people through your support networks. These can include your family, your friends, colleagues, a doctor, other members of your health care team, as well as community support groups.

Social support has been shown to play a positive role in recovery by helping build your coping ability and resilience. This in turn means that you’re more likely to look after yourself better, follow a treatment plan, and reduce your pain perception.

You TAL claims manager will be able to connect you with the community support networks that can help with your recovery. We’ll work with you to build a tailored recovery plan helping you return to your best health.

Disclaimer: Policy coverage claims requirements and outcomes vary depending on your policy and individual circumstances. Please refer to your policy working and product disclosure statement or contact TAL, your Financial Adviser, or your super fund (as relevant) for more information.

Managing your wellbeing

Experiencing an injury or illness can change your life in many ways and cause you to experience a range of different emotions. At times, you may feel powerless, but there are some simple things that you can do to regain some control in your life.

Adopting healthy habits such as engaging in physical activity, eating healthy foods and looking after your mental health, can help you to boost your confidence and improve your recovery.

You can start small, and over time further challenge yourself through things like:

  • Adding an extra ten minutes of physical activity into your day;

  • Eating an extra serve of vegetables;

  • Chatting to a friend or family member; or

  • Taking a few minutes for some “me time” and doing some deep breathing or relaxation exercises

We’ve created some booklets with practical information to help you understand and manage certain health conditions. You can find them on our website, or you ask your dedicated claims manager if there is one relevant for you.

And remember, before you make any changes to your diet or physical activity plan, consult with your doctor or a qualified health professional.

Disclaimer: Policy coverage claims requirements and outcomes vary depending on your policy and individual circumstances. Please refer to your policy working and product disclosure statement or contact TAL, your Financial Adviser, or your super fund (as relevant) for more information.

Real stories from Australians recovering from an injury or illness

Human stories

This Australian Life is perfectly imperfect because it is lived by humans. Humans who have down days and humans who sometimes feel less than human. But those very same things that make us vulnerable, make us beautiful. We understand that it is only human to need help. It is only human to ask for a hand or a leg up. And it’s only human for us to care. That’s why at TAL we protect people, not the things they own, and we do it in a very human way.

Our human world is made up of stories to tell. And it’s the stories that are told that have the potential to inspire.

Here are the stories of some incredible Australians

  • Dexter's story: A serious cycling accident could have left Dexter permanently disabled, but with TAL’s ongoing support, he’s rebuilt his life. Read Dexter's story

  • Scottie's story: Following a shock cancer diagnosis, Scottie’s financial adviser worked with TAL to see him and his family through his treatment and recovery. Read Scottie's story

Human stories - Dexter and Scottie

Supporting our customers’ health

We are committed to strengthening our health support for customers on claim, and to promoting preventative health actions for all our customers to help them live healthier lives by continuing to invest in our suite of wellbeing support programs.

Health support

When the unexpected happens, we understand it’s only human to need a bit of extra help. That’s why, if you need to make a claim with us we can help with much more than just payments. Your health is a priority for us, and we’re committed to supporting you to get you back to your best possible state of health.

Cancer support

We understand that the symptoms and side effects of cancer are complex, affecting everyone differently. That’s why we’ve partnered with Valion Health, to provide support, resources, and reassurance throughout the treatment and recovery journey.

Grief support

We understand that a Life Insurance claim is made during an incredibly emotional and difficult time. We have partnered with a specialist external provider Assure Programs, to help our customers and their families with the understanding, care and resources that may be needed to help navigate this time.

Health support guides

Resources to help you deal with both the physical and emotional side of life with a health condition.

When you're focused on recovery, we want to help make things easier for you. That's why we've pulled together some expert advice on how to manage your health.

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Make a claim

When things go wrong with your health, or the health of a loved one, you may find yourself doing many things for the first time. That’s why we’re committed to guiding and supporting you, every step of the way.

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TAL Products

Any financial product advice is general in nature only and does not take into account any person’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for any person should be considered, having regard to those factors. Persons deciding whether to acquire or continue to hold life insurance issued by TAL should consider the relevant Product Disclosure Statement (PDS). The Target Market Determination (TMD) for the product is also available.

TAL acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of Country and Culture. We pay our respect to First Nations peoples and their Elders, past and present. 

© TAL Services Limited a Daiichi Life Group Company. "TAL is Australia's leading life insurer" based on Inforce premiums for risk only life insurance policies, NMG Consulting (2022).

Life insurance issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848.