Meet our team: Catherine Schultz

  Corporate Solutions

TAL’s new Senior Manager of Major Accounts and Corporates, Catherine Schultz, is your dedicated point of contact for claims and recovery updates. We spoke to Catherine about what her new role means for brokers, employers and their employees – and what’s on the horizon for her team.

For brokers who may not know you yet, tell us a little about yourself and your role.. 

I lead TAL's Major Accounts and Corporate Claims teams, which supports a diverse portfolio of brokers and employers. We focus on managing complex claims while balancing the needs of multiple stakeholders and delivering quality, person-centred outcomes through a seamless claims experience.

I've been with TAL for almost 10 years and have progressed through a range of roles across the claims business. Having worked across the end-to-end claims journey, I've developed a deep appreciation for the customer experience and the important role brokers play in supporting employers and claimants through often challenging circumstances.

What do you see as the biggest opportunity in Corporate claims right now?

Our Reimagine Claims and Recovery program is one of the most exciting opportunities ahead of us.

Through Reimagine, we're using AI, automation and enhanced experiences to create a simpler, more efficient claims journey. Initiatives such as medical document summarisation, post-call summaries and intelligent claim segmentation will help reduce administrative effort, improve transparency and allow our people to spend more time supporting claimants.

We're also strengthening our focus on rehabilitation and early intervention under the leadership of our new Head of Claims Wellbeing & Recovery, Carly Van Den Akker. This will help ensure claimants receive the right support at the right time in their recovery journey.

Importantly, innovation must go hand in hand with strong quality, governance and customer outcomes. Our goal is to use technology to enhance, not replace, the expertise, empathy and judgement that underpin a positive claims experience.

What does a great broker partnership look like to you?

A great partnership is built on trust, transparency and a shared commitment to achieving the best outcomes. Brokers bring a deep understanding of their clients and employers, while we contribute claims expertise and support. Together, we can make a meaningful difference to the experiences and outcomes of those we serve.

Some of the best results come from getting together to discuss a claim and exploring solutions collaboratively. Whether it's engaging rehabilitation support earlier, tailoring a return-to-work plan, coordinating additional wellbeing services or finding ways to reduce friction in the claims process, the most effective outcomes are often achieved when we challenge conventional thinking and work as a team.

The more that brokers connect with us, the more we can do for them. Having a dedicated role means we can now meet with brokers more frequently, and those who are booking in regular catch-ups are reaping the rewards.

This engagement goes both ways. It's as much an opportunity for brokers to tell us what they're seeing and hearing from employers and claimants as it is for us to share how TAL is investing in claims and recovery. The strongest partnerships are those where ideas are shared openly, feedback is welcomed and both parties are committed to continuous improvement.

What are you most proud of about the Corporate Claims team?

Our people. The team manages highly complex claims while maintaining a genuine commitment to customer care and strong partner relationships. Their diverse backgrounds – including psychology, physiotherapy, occupational therapy, nursing, rehabilitation counselling, law, accounting, exercise physiology and chiropractic care – bring a wealth of expertise and perspectives to the way we support people through their claim.

What stands out most is their ability to combine technical excellence with empathy. They never lose sight of the fact that behind every claim is a person navigating financial, physical or emotional challenges. That balance of professionalism and care is something I'm incredibly proud of.

We also have a highly engaged team culture, with engagement scores above industry benchmarks. Our people genuinely enjoy working together, and that positivity is reflected in the service and support they provide to claimants, employers and brokers every day.

Just as we encourage our broker and employer partners to stay alert to psychosocial safety risks in their workplaces, we're equally focused on making sure the right supports are in place for our claims consultants – recognising the emotional weight of managing complex, sensitive claims on a daily basis.

What are you focused on over the next 12 months?

My focus centres on three key areas: strengthening partner experiences, simplifying processes and continuing to invest in our people.

We'll continue enhancing the way brokers and claimants interact with us through improved communication, greater transparency, better reporting and more intuitive digital experiences. As the Reimagine program progresses, we'll introduce new capabilities that reduce manual administration and allow our teams to focus on delivering value where it matters most.

We've also redesigned our Medical Attendant Statement for TPD claims. Rather than asking a treating doctor to decide whether someone meets a TPD definition they're often unfamiliar with, the new form asks about functional capacity instead. This gives us better information upfront and supports faster, more accurate decisions.

Finally, we're committed to building the knowledge and skills of our people so they can confidently navigate increasing claim complexity while continuing to deliver exceptional service. As we evolve the way we work, maintaining strong governance, quality and customer outcomes will remain at the heart of everything we do.