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.
Our claims process
1. Notify TAL
To get your claim started let us or your financial adviser know that you need to make a claim. Alternatively, if your cover is through your employer or superannuation fund, let them know and they’ll point you in the right direction.
We will then contact you to walk you through the process and explain the documents we need.
2. Submit your claim
You may choose to submit your claim over the phone, by email, or by post. To assist us with your claim there will be certain information that we’ll need from you.
Depending on your plan, we require important information to help us assess your claim as quickly as possible. These are detailed below for each plan type.
3. Assessing your claim
We’ll make an assessment based on the information and documentation provided within 10 business days of receipt. If we need further information or documentation to make a decision, we’ll explain what’s required and why.
If we’re unable to accept your claim, we’ll provide details of our decision in writing. You’ll be given the opportunity to provide further information to support your claim, request a review of the decision or make a complaint.
4. Payment
If your claim has been accepted you will be notified as soon as possible and arrangements for payment will be made. Where your cover is provided through your superannuation and your claim has been accepted, your super fund will make the payment.
If waiting periods apply to your cover then payment will be made at the end of the waiting period.
What you need to provide
We want to make your claim as simple as possible and keep paperwork to a minimum.
Depending on what you're claiming for, there’s some important information we’ll need from you to help us assess your claim as quickly as possible.
Life insurance claim
Personal information
We require sufficient details to assist us in identifying you and to help us ensure that your insurance benefits reach the right person.
If a loved one has passed away, we'll ask for:
Proof of their age, such as a certified copy of their birth certificate, driver's licence or passport
A copy of the Will, Probate or Letters of Administration to make sure the claim payments reach the correct beneficiary
Proof of age and identity of the beneficiaries or Policy Owner.
If you or a loved one has been diagnosed with a terminal illness, we'll ask for:
Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself.
If a loved one has passed away, we may ask for various documents including any of the following:
Proof of identity such as a certified copy of their birth certificate, driver’s licence or passport;
A copy of the Will, Probate or Letters of Administration to make sure the claim payments reach the correct beneficiary; and
A coroner’s report; and
If you or a loved one has been diagnosed with a terminal illness, we may ask for various documents including any of the following:
Proof of identity such as a certified copy of their birth certificate, driver’s licence or passport;
A copy of your Power of Attorney if you’re not well enough to complete the paperwork yourself.
Medical information
This may include information relating to you or your loved one’s medical condition.
If a loved one has passed away, we may ask for any of the following documents to be provided:
A certified copy of the death certificate;
A signed Medicare or Pharmaceutical Benefits Scheme (PBS) request form;
A medical report from their treating doctor or specialist;
A coroner’s report; and
A Medicare History Report.
If you or a loved one has been diagnosed with a terminal illness, we may ask for various documents including any of the following:
Medical certification from two registered medical practitioners (not allied health workers);
Additional information from your treating doctors;
A medical assessment from an independent specialist or practitioner; and
A Medicare History Report.
Total and Permanent Disability Insurance claim
Personal details
We require sufficient details to assist us in identifying you and to help us ensure that your insurance benefits reach the right person.
Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself
Information about your professional duties, training, education and work history.
Medical details
This may include information relating to you or your loved one’s medical condition.
We may ask for various documents including any of the following:
Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
Medical records relating to your claim; and
A Medicare History Report.
Financial details
Your financial information helps us assess your benefit entitlements. We may ask for information or documents relating to your employment or self-employment.
We may ask for various documents including any of the following:
Documents that confirm your income before or during your claim. That might include copies of your pay slips, tax returns, Notices of Assessment or financial statements from your business.
Critical Illness Insurance claim
Personal details
We require sufficient details to assist us in identifying you and to help us ensure that your insurance benefits reach the right person.
Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself
Information about your professional duties, training, education and work history.
Medical details
This may include information relating to you or your loved one’s medical condition.
We may ask for various documents including any of the following:
Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
Medical records relating to your claim; and
A Medicare History Report.
Income Protection Insurance claim
Personal details
We require sufficient details to assist us in identifying you and to help us ensure that your insurance benefits reach the right person.
We may ask for various documents including any of the following:
Proof of identity, such as a certified copy of your birth certificate, driver’s licence or passport;
A copy of your Power of Attorney if you’re not well enough to complete the paperwork yourself; and
Information about your professional duties, training, education and work history.
Medical details
This may include information relating to you or your loved one’s medical condition.
We may ask for various documents including any of the following:
Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
Medical records relating to your claim; and
A Medicare History Report.
Financial details
Your financial information helps us clarify some of your benefit entitlements. What we ask for will vary depending on whether you’re self-employed or an employee.
We may ask for various documents including the following:
Documents that confirm your income before or during your claim. That might include copies of your pay slips, tax returns, Notices of Assessment or financial statements from your business.
Your claims consultant
If you need to make a claim with TAL, you’ll be assigned a claims consultant. They’re there to understand your situation, so they can support and guide you through your claim. They’ll let you know what needs to happen and why, when and how it happens and who’s responsible, as well as answer any questions you may have.
We want all Australians to live their best life through good health. That’s why we’ll do all we can to support you on your path to recovery.
Our commitment to managing your claim
Our commitments guide how we handle claims every day, providing clear expectations so our customers can claim with confidence.
Setting expectations
To help you understand what needs to happen and why, when and how it happens, and who is responsible, you will have one point of contact within our dedicated Claims team.
Removing complexity
We will prepare in advance before contacting you, limit paperwork as much as possible and make decisions as quickly as possible to make things simpler for you.
Personalised recovery support
We will take the time to understand your situation and offer the right support to help you on your path to recovery.
Treating you fairly
Doing the right thing by you underpins all we do. You will have the time you need to talk through your claim. You’ll be offered different ways to provide the information to support your claim. We’ll also explain to you the reasons why we make our decisions.
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.
