How TAL supports members experiencing vulnerability

Vulnerability isn't a fixed category a member falls into. It's a moment that can affect anyone on claim, and what causes it is different for every person. Many people don't think of themselves as vulnerable or are reluctant to share personal information – even when support is available. 

Signs of vulnerability can include:

• mental health conditions
• grief
• financial hardship
• domestic and family violence
• separation or divorce
• experiencing scams or fraud
• language barriers
• disabilities
• living in a remote or regional area.

Whatever shape a member’s vulnerability takes, we aim to create an environment where a member feels comfortable sharing what's going on, without it costing them dignity or control over their own claim.

How we identify members who need extra support

Some members tell us directly if they’re vulnerable, but there are many reasons why someone might not want to. Being able to identify a vulnerable member is important because their circumstances can shape what they need during the claim process.  

Vulnerability can surface in different ways, so detection needs to work across every channel a member uses. We’re piloting voice analytics within our claims teams to help identify indicators of vulnerability, such as distress, family and domestic violence, complaints, financial hardship or difficulty in understanding. 

Where voice analytics identifies a potential vulnerability, our claims consultants collaborate with our Recovery and Support team to coordinate appropriate assistance for the member. Our digital claims platform, Claims Assist, works in a similar way at lodgement: rules built into the platform flag a member as potentially vulnerable, and that flag passes through to whoever assesses the claim. 

A flag on its own doesn't tell the whole story, so our Claims Consultants are trained to notice what the data can't capture. This might include a member needing to repeat things several times, disclosing a personal circumstance that adds complexity, or simply asking for extra support directly. Regardless of how the need becomes clear, our response is to provide the same standard of care. 

What tailored support looks like

Once a vulnerability is identified, we stay proactive rather than waiting for a member to call, follow up every conversation in writing, and give them certainty on when they'll next hear from us. Where an assessment is taking longer than expected, we explain why and what's still needed, rather than leaving a member to wonder. 

We also adjust how we communicate by: 

• speaking slower 
• involving a family member or carer in the conversation
• referring the member to interpreter and translation services.

Or adjusting the claims process itself by:

• gathering information on the member's behalf 
• working through financial hardship options
• connecting members to a health support service for care in their local community, or specialist support for domestic and family violence. 

That same flexibility extends to First Nations members, who may face barriers around remoteness, cultural considerations, language preference and institutional distrust. Our response includes identification through customer disclosure, interpreter and translation services, connections to community health services, and cultural safety training for our teams. 

Where a member is at greater risk or experiencing significant distress, cases are escalated through to TAL's senior leadership and the fund's trustee. This helps ensure that members facing the most difficult circumstances get the right level of support at every stage.

To discuss how TAL supports vulnerable members within your fund, reach out to your Partnership Manager.