When every day counts: how early lodgement is changing the IP claims experience

When a member stops work due to illness or injury, the weeks that follow are often defined by uncertainty, with medical appointments, treatment decisions and financial pressures competing for attention at a time when recovery should be the priority. As the superannuation industry continues to uplift service standards for insurance claims, digital lodgement offers funds a practical pathway to support members earlier, when it matters most.  

For members facing uncertainty, that means being able to start the claims process without adding complexity. TAL's digital TAL Connect allows members to lodge and manage their Income Protection (IP) claim quickly online at time convenient to them, 24/7. It's designed to reduce friction during what is usually a difficult time, so members can have their claim submitted to TAL within days instead of months. 

In 2025, partner funds using TAL Connect, saw 53% of digital IP claims arrive before the end of the waiting period, compared to just 17% for paper-based claims.¹ That difference matters because it enables support to start sooner (which can lead to a better outcome for members). 

The evidence for early lodgement

Digital channels have now more than doubled timely claim lodgement rates, turning what was an administrative gap into an active window for support. 

Of digital claims received during the waiting period in 2025, 30% involved injuries.² These can often be time-sensitive cases where early engagement can make a real difference return to work outcomes. When TAL consultants can begin coordinating medical requirements and assessing support needs during the initial stages of the member’s treatment, we’re better positioned to make a timely and accurate decision on the claim providing peace of mind earlier.  

For funds, this data represents more than operational efficiency in claim lodgement; it signals an opportunity to shape when and how the right support reaches members. 

Managing complexity without shortcuts 

IP claims are sometimes less than straightforward, with some members experiencing overlapping conditions, evolving treatment plans, workplace considerations and financial pressures that vary from case to case. Early lodgement doesn't simplify this complexity or guarantee claim acceptance, but it gives consultants more time to coordinate with treating practitioners and gather what's needed upfront. 

Through early engagement, TAL consultants can confirm employment details, income, and the benefits that may be payable, while gathering medical requirements and coordinating with treating practitioners. This maintains the rigour of assessment while reducing the likelihood of delays or requests for additional information after the member expects payments to begin. This is how we deliver faster decisions without compromising quality, ensuring members receive support and guidance sooner and claims are assessed with complete information without added time pressure.

Why timing matters for recovery 

The longer someone remains away from work, the harder it becomes to return, as extended absence can erode routine, confidence and connection to the workplace.³ Early lodgement creates the opportunity for earlier engagement with rehabilitation support, helping members maintain those links during recovery. 

Research supports this approach. ASFA commissioned modelling suggests that early access to rehabilitation services could see members return to work more than two months sooner than they otherwise would.⁴ While this research explores potential future policy reform, it reinforces what we see in practice: early engagement creates better conditions for recovery, and digital lodgement makes this possible.  

When we know about a claim earlier, we can connect members with rehabilitation programs through TAL Health for Life while they're still actively engaged with their healthcare providers, rather than waiting until the administrative process catches up. That timing can shape the entire recovery trajectory. 

If your fund hasn’t yet enabled digital claims lodgement through TAL Connect, we’d welcome the opportunity to discuss how it could work for your members. 

¹  Claims received CY2025 for funds via TAL Connect digital claim lodgement. 

²  Ibid.

³ Safe Work Australia. Developing a return-to-work plan: A guide and template, 2024.

⁴  Association of Superannuation Funds of Australia (ASFA). The future of insurance through superannuation (Analysis conducted by Deloitte Access Economics), 2022.