TAL pays annual record in claims benefits, as digital claims rise

Australian life insurer, TAL, has paid over $4 billion in claims benefits to customers in the last 12 months to 31 March, with 50 per cent lodged digitally via the TAL Connect platform processed within 24 hours.

Over 50,000 Australians and their families received benefits in the 12-month period, with 70 per cent of claims delivered to customers living or recovering from an injury or illness.

“With the majority of TAL’s claims paid to Australians as they recover from an illness or injury, it’s important that we meet their needs, not only when they claim, but with personalised support on their path to recovery,” TAL Chief Claims Officer, Georgina Croft, said.

Croft also credited employee training and upskilling, alongside investment in TAL’s tech stack and operations, as further reasons behind the life insurer’s ability to deliver for customers in the last 12 months.

“Supporting our customers starts with providing our claims consultants with the tools and training they need to be there for each customer when they need us most.

“In the past year, our claims team completed over 22,000 hours of training across 277 training programs through TAL Claims Academy, including Person-Centred Claims Management to further strengthen their capability to support our customers.

“Digitising parts of the claims process is also key to a more seamless claims experience for TAL customers, our superannuation fund partners and their members.

“TAL continues to invest in TAL Connect, its digital platform providing TAL’s superannuation fund partners and their members with control and visibility to engage with their insurance or manage their claim, to create a faster and better experience when making and managing claims.

“Over the past 12 months, more customers have chosen to lodge or manage their claims digitally, with 50% of claims commenced via the TAL Connect platform submitted within just 24 hours.”