Claims corner: The specialist network helping members through mental health IP claims
Life Insurance -
Mental health now drives one in five Income Protection (IP) claims across the Australian life insurance industry, with total mental health claim payouts nearly doubling over the past five years.1 As these claims have grown in volume and complexity, TAL has continued to expand its in-house mental health services while growing our network of specialist external providers.
Recovery from a mental health condition is rarely just about clinical treatment. It often spans across many areas including rebuilding confidence, re-establishing routine, and planning a return to work. In 2025, 501 members with a primary mental health condition were referred to 584 rehabilitation services through TAL2, with many receiving more than one type of support as their needs changed.
How TAL supports members through mental health claims
Mental health covers a wide range of conditions, from anxiety and depression to PTSD and psychosis, each requiring a different approach to recovery. Supporting members through these claims requires clinical judgement and the ability to coordinate across multiple services.
When developing products TAL’s mental health services team, led by Head of Mental Health Glenn Baird, works across claims, underwriting and product to determine which combination of services will best support members during their recovery.
TAL’s mental health services team, led by Head of Mental Health Glenn Baird, works across claims, underwriting and product to determine which combination of services will best support members during their recovery.
But no single team can cover the full spectrum of mental health recovery on its own. That’s why TAL also works with a network of specialist partners, each contributing expertise at different stages of recovery:
- Teladoc Health. Provides early access to psychologists and psychiatrists for members on claim.
- SANE Australia. Piloting a peer guided recovery program to support members on claim through community-based digital mental health support.
- Assure Programs. Provides grief counselling for members and families affected by bereavement, and carer support for those managing caregiving responsibilities alongside their own recovery.
- Workcom. Partnering with TAL on mental health recovery research and the development of a digital recovery program for members.
- ExPhys and Specialised Health. Provides tailored exercise programs to support customers to improve their physical and mental capacity.
- Positivum. Provides evidence-based health and wellbeing coaching to help members build confidence, resilience and self-management by addressing beliefs about health and work.
Supporting the design and direction of these services is TAL's Mental Health Action Group, which brings together leading external mental health experts, including people with lived experience of mental health conditions, to provide guidance and feedback on TAL's products, services and programs.
Beyond claims support, TAL also invests in prevention. Headlight is an anonymous online mental wellbeing assessment tool, developed with the University of Sydney Brain and Mind Centre, that helps members identify potential risk factors and access evidence-based resources before a condition escalates.
What this approach is delivering
Among members who completed their programs in 2025, 76% achieved an improved outcome.3 These included returning to work, re-entering study, volunteering and independently seeking employment. Others achieved meaningful gains in their capacity and day-to-day function, from managing daily routines to rebuilding the confidence to re-engage with their community.
Not every member is ready to return to work at the end of their program. For some, progress means getting through the day, leaving the house, or feeling ready to consider their options again.
Case Study: Rebuilding confidence, rebuilding a careerSarah*, 43, was a project administrator when major depression began affecting her cognitive and social functioning, making it difficult to engage in employment. Her situation was compounded by a complex personal environment, including social isolation and limited access to support services. TAL identified that Sarah could benefit from social work assistance to address the barriers surrounding her recovery. With that support in place, Sarah was able to access external resources and begin rebuilding her confidence and self-esteem. Sarah is now working as a pharmacy assistant, progressively increasing her hours to 35 per week. She reports that both her anxiety and depressive symptoms have improved, and that she feels she has options again. *Name changed for privacy. |
Forward looking
In addition to piloting the peer guided recovery program with SANE Australia, TAL is also exploring how technology can give members more agency in their recovery. In partnership with the University of Sydney, the Digital Health CRC and Workcom, the Pathways project will co-design and develop a new digital platform to support members throughout their claim and recovery. The project focuses on understanding what people need for their recovery, and how tools can be designed with customers to better support navigation, choice and engagement.
Further information on the project can be found here. TAL will share more as the project progresses.
To discuss how TAL’s mental health rehabilitation services could support your members, reach out to your Partnership Manager.
1 Council of Australian Life Insurers (CALI). Cause of Claims Results. 2024.
2 TAL IP rehabilitation services data, calendar year 2025. Figures reflect members with a primary mental health condition.
3 Ibid.