Beyond claims payments: how we're helping members reach their best health

Supporting your members through the claims we pay is the most important thing we do. We're proud of this contribution and the help we provide to Australians when they need us most. 

People often think life insurance is just about a claims payment to families when a loved one passes away. But did you know 68% of all the claims TAL paid last year was to help people keep living the lives they love, after an accident or illness?

We know that no two members’ claims are alike and that making a claim can be an unfamiliar experience at a difficult time. That’s why we’re committed to offering members guidance and support when they need it most.

Helping members reach their best health

At TAL, we want to empower members to live their best life through good health. Our point of difference is to embed health throughout the whole member journey, and to ensure that when we talk about health, we look at it across physical, mental and financial health, because we believe it’s that holistic balance that lets you live your best life. We do this in two ways; through prevention initiatives aimed at proactively nudging members towards better health, as well as supporting them at every step during claim time. 

When your members make a claim, you can be confident TAL provides extra support to help them return to their best possible health. We have been reviewing how we can help more members achieve improved health outcomes and access greater value from their insurance.

Through TAL Health Support, we provide a comprehensive framework to help improve the health and wellbeing of your members as they navigate their condition, enabling access to evidence-based health services designed to  provide support for physical, mental and financial health. The different health support programs available can offer extensive support for members and their loved ones and carers, regardless of the product they hold, the nature of their condition, or the duration of their claim.

Tailored and personalised programs

Each member’s approach to coping with, and recovering from an injury or illness is unique to them and can change over time. This means that any health support or recovery program that TAL recommends must be tailored to the individual and complementary to treatment plans and programs initiated by their own treating medical practitioners. TAL’s role is to align with that recovery approach, and to offer supplementary support services that would be useful to support a member back to work or on their health journey. Through our Health Services team, our in-house medical officers and our recovery and support specialists, in partnership with external  allied health professionals , provide expert support and advice to TAL claims consultants to ensure the support strategies are tailored to a members condition and circumstances. 

New TAL Health Support programs are developed and introduced regularly for members. We currently have a series of new initiatives being piloted or in the process of being launched, including: 

• TAL Health Connector: an easy to navigate online directory connecting members and their loved ones to free or low cost services available through government and community organisations. Services range from support for specific medical conditions, emotional support, assistance with managing finances and other practical support.. 
• TAL Mental Health Assist: aims to improve members’ outcomes by avoiding long waiting times and fast-tracking access to mental health experts. Leading psychiatrists and psychologists will assess the patient’s mental health condition using video conferencing and provide them with detailed treatment recommendations. This service works in partnership with the member’s treating GP, regardless of location
• TAL Carer Assist: we recognise that carers may need additional support during this difficult time too, so through this new digital solution, we provide carers with access to education, free services, mental wellbeing resources and financial support 

TAL Health Support in action

We believe in giving your members a choice in how they engage with us at claim time, which is why our claims model has been designed to support them with human connection in the moments that matter most, and to also allow them to benefit from digital solutions if, and when, they feel comfortable doing so. Our aim is to provide the right level and type of support during their time of greatest need, while helping them reach their best health.

A key aspect of the program is the role of our dedicated claims consultants who use their experience and judgement to understand an individual’s health issues and access relevant resources and support them. We believe that offering the right level of support at the right time can have a significant impact on the recovery of members and contributes to a superior claims experience.

See how we helped Dexter, a TAL customer, to reach his best health following a serious cycling accident that could have left him permanently disabled. Through the help of his claims consultant and recovery and support specialist, TAL developed a personalised rehabilitation plan that utilised the expertise of an exercise physiologist, occupational therapist, and career coaching support to help get his life on track.

DISCLAIMER:  © TAL LIFE LIMITED 2021. THIS PAGE CONTAINS A SUMMARY OF THE COMBINED VOLUME AND VALUE OF CLAIMS PAID BY TAL LIFE LIMITED AND ASTERON LIFE & SUPERANNUATION LIMITED UNDER A RANGE OF INSURANCE PRODUCTS BETWEEN 1 JANUARY 2020 AND 31 DECEMBER 2020.