TAL Enhances Digital Capabilities to Speed Up Claim Processing

6

In this span, over 50,000 Australians and their families received the much-needed financial support, with an astounding 70% of the claims assisting individuals grappling with injuries or illnesses. This expedient delivery of services underscores TAL's commitment to facilitating not just claims but also recovery and health support.

Georgina Croft, TAL's Chief Claims Officer, emphasized the insurer’s holistic approach towards customer needs, which not only aims at claims disbursement but also at providing extensive support during clients' recovery phase. According to Croft, personalized customer service remains pivotal in TAL's operational model.

In reference to TAL’s recent strides, Croft pointed towards the significant role play by employee training and upskilling efforts, alongside formidable investments in their technological and operational frameworks, as the core drivers of their enhanced customer service in the past year.

"Ensuring that our claims consultants are equipped with the optimal tools and training is fundamental in delivering consistent and reliable support for our customers when they need us the most," Croft explained.

TAL's commitment is reflected in its extensive training efforts, which saw its claims team dedicated over 22,000 hours spread across 277 training programs facilitated by TAL Claims Academy. These include modules on Person-Centred Claims Management, designed to imbue employees with skills essential for supporting clients effectively.

Moreover, Croft highlighted the necessity and transformative impact of digitizing parts of the claims process. She identified this initiative as pivotal in delivering a seamless and expedient claims experience, benefiting not only individual customers but also their superannuation fund partners and members.

By continuously improving its digital interface—TAL Connect—the insurer provides users with greater control and transparency, enabling more streamlined interaction with their insurance and claims information. Croft mentioned, "In the past 12 months, we've observed a significant uptake in digital claims submissions, with 50% being lodged via the TAL Connect platform and processed within just 24 hours, underscoring the efficiency brought by digitization."

The insights shared here reflect the fundamental transformations that have revolutionized the insurance claims process in recent years, underscored by TAL's groundbreaking developments and commitment to continuous improvement. These strides not only signify advances in company operations but also the evolving landscape of the insurance sector at large.

Published:Monday, 20th May 2024
Source: Paige Estritori

Share this news item:

Insurance News

Clear

Tasmanian Government Insurance Proposal Faces Industry Backlash 07 Jul 2025: Paige Estritori The Tasmanian government's recent proposal to establish a state-run insurance entity has drawn significant criticism from key players in the insurance industry. The plan, spearheaded by Premier Jeremy Rockliff, aims to expand the Motor Accidents Insurance Board into a broader service named TasInsure, offering products including home and contents insurance, small business coverage, and more. The RACT, a major player in Tasmania's insurance sector, expressed considerable concern, labelling the initiative as a simplistic answer to complex problems. - read more

Asbestos Scare Leaves Hospitality Business Uninsured 04 Jul 2025: Paige Estritori The discovery of asbestos-contaminated mulch in a Sydney park led to the cancellation of a festival, resulting in significant financial losses for a hospitality business. Despite these setbacks, the company's claim for coverage under its business interruption (BI) policy was rejected. - read more

Landmark NSW Decision: Dog Walking Costs Covered in Car Crash Injury Claims 03 Jul 2025: Paige Estritori In a groundbreaking decision by the NSW Personal Injury Commission, an insurer has been directed to cover the costs of dog walking services for a car crash victim. The commission ruled that these services classify as domestic assistance under the state’s Motor Accident Injuries Act. This case could pave the way for broader interpretations of 'attendant care services' for claimants. - read more

Extreme Weather Drives $1.8 Billion in First Half Losses for Australian Insurers 03 Jul 2025: Paige Estritori Extreme weather events in Australia have resulted in significant financial impacts for insurers, tallying $1.83 billion in losses during the first half of the year. This comes as insurance companies gear up for further claims linked to ongoing severe weather in New South Wales. - read more

ClearView Names New Underwriting Head Amidst Strategic Changes 30 Jun 2025: Paige Estritori ASX-listed life insurer ClearView has announced the appointment of Peter Tilocca as Head of Underwriting, coinciding with key updates to its underwriting standards and definitions. Tilocca's extensive two-decade career in Australian underwriting includes leadership roles at Zurich, Noble Oak, One Path Life, and RGA Australia. His new role with ClearView commenced on 30 June. - read more