Alexis Denby

TAL has announced the appointment of Alexis Denby as Chief Customer and Health Officer, effective 1 October 2026.

The appointment reflects TAL’s continued focus on strengthening the connection between customer experience, health outcomes and community confidence.

Alexis will lead TAL’s Customer and Health strategy, bringing together customer advocacy, health engagement, customer experience, brand and community engagement, with a focus on delivering better outcomes for TAL’s customers and partners.

The role positions TAL as an advocate with government, regulators and key community stakeholders to shape policy and the environment in which TAL’s customers live, claim and recover. 

As TAL’s chief customer advocate, Alexis will lead efforts to ensure customer perspectives continue to shape TAL’s products, services and decision-making. She will lead engagement with consumer groups, mental health organisations, government and industry bodies – including the Council of Australian Life Insurers (CALI), and TAL’s mental health action and consumer consultation groups – to advance better health, recovery and financial outcomes across the community.

A key focus will be TAL’s response to the rising community impact of mental ill health, and evolving the support the life insurer provides beyond paying claims, from prevention to recovery.

Through a career spanning more than 20 years, Alexis has built a reputation for championing customer needs, challenging conventional thinking and driving meaningful change.

Since joining TAL in 2014, she has held a number of leadership positions across customer strategy, digital transformation, brand, partnerships and growth. Most recently Alexis was General Manager Consumer and Growth. She has played a significant role in evolving TAL’s customer propositions and experiences, building better understanding, engagement and support of Australians throughout their life insurance journey. Her work has helped make protection more accessible and relevant to more Australians.

TAL Group CEO and Managing Director Fiona Macgregor said: “Lexie’s appointment reflects both the depth of leadership talent within our business and the importance of customer and health outcomes to TAL’s future.”

“Lexie is a highly respected leader who combines deep customer insight, commercial acumen and a genuine passion for improving outcomes for customers and their families.”

“Throughout her career at TAL, she has consistently challenged us to think differently about customer needs and helped strengthen the way we support Australians when they need us most. She has built strong relationships with our partners and stakeholders and brings a deep understanding of the important connection between customer experience, health and recovery outcomes and trust.”

“Her curiosity, challenger mindset and commitment to continuous improvement will be invaluable as we continue to evolve our business and deliver on our purpose of protecting people, not things.”

“I am delighted to welcome Lexie to this role and to TAL’s Executive Team.”

Alexis Denby said: “Like so many in this industry, I have experienced firsthand the impact protection can have on families, and this motivates me every day.”

“TAL’s commitment to protecting Australians and supporting them and their families when it matters most resonates deeply with me.”

“My passion for continually questioning and evolving to meet customer and partner expectations means I’m delighted to have the opportunity to lead a team focused on innovation, great service and better outcomes. This is an exciting time for our business and for the life insurance industry, and I look forward to contributing to our future growth.”

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Fiona Macgregor

Published yesterday, TAL’s Our Contribution 2025/26^[1] report highlights how the life insurer is investing to support more Australians through changing protection needs, mental health challenges and the transition to retirement.

TAL Group CEO and Managing Director Fiona Macgregor said the report reflects how TAL is responding to the needs of modern Australia.

“Behind every claim is a person, a family and a story. Our most visible contribution is the financial support we provide when people need us most, but it is about more than financial outcomes. It’s about choice, plans, family, legacy and helping people find a new normal in challenging situations. That is the privilege and responsibility of the business we are in.”

“The Australian economy continues to evolve, and we are seeing this reflected in customers’ needs. Uncertain times elevate the importance of the safety net, and Australians are holding onto their cover. Against this backdrop, we made meaningful progress against our FY25-30 strategy, stepping up our investment in claims, in digital, and in the products, services and partnerships that will help us respond to the needs of modern Australia. Alongside this, we continued to invest in our people and in building a thriving and adaptive workplace.”

Chair of the TAL Board, David Cohen, said: “This report highlights a collective effort to deliver on TAL’s Purpose and make a positive impact. We thank our customers and all our partners, who place their trust in us to deliver for them, our people for their dedication, empathy and teamwork, and our parent Daiichi Life for its support and backing as we look ahead to building a more confident and resilient future for Australians.”

Mental ill health remained TAL’s leading cause of claim for the fifth consecutive year, reinforcing the need for evidence-based support that helps customers return to wellness and work.

Ms Macgregor said, “Mental ill health has become an era defining priority for TAL, our industry and the communities we serve. We are evolving the support we provide, including leveraging the expertise of new and existing partners to ensure our work is grounded in evidence and our customers’ actual experience, and developing products with a bias toward recovery.”

Last year, TAL focused on reaching and helping more Australians, including younger people who are underserved and under-protected, by innovating to make protection more relevant, affordable and accessible. New propositions, including backd by TAL for casual and contract workers and cover designed for access via mortgage brokers, recognise changing working patterns and the most relevant life stages to access cover. The insurer also launched the ‘Life Takes Guts – protecting it should be easy’ campaign to support this focus.

With millions of Australians set to retire in the next decade, TAL’s work with retirement partners, aims to help more Australians establish an income for life beyond their working years to enjoy a confident retirement.

Continued investment in digital innovation, AI and technology is helping TAL create simpler and safer experiences for its customers, partners and people. In FY25, TAL signed the largest technology agreement in its history, expanding its Microsoft partnership to support cloud and data modernisation. TAL employees are shaping AI solutions that help them be more present with customers, while improved digital claims experience for super fund members has reduced lodgement times and helped connect them with support earlier.

The report also outlines TAL’s ongoing focus on its people and broader community contribution, including recognition of strong employee engagement and an inclusive culture, the first year of TAL’s updated FY25-30 Sustainability Priorities and the 10th anniversary of the TAL Community Foundation.

Our contribution 2025/26 highlights

• Together with our partners, TAL is proud to protect 5 million customers and their families
• $4.7 billion paid in claims to 57,011 customers and their families
• 75% of claims payments were for living benefits, supporting customers living with or recovering from an illness or injury
• +70 Claims customer service Net Promoter Score (NPS) up 1 point on FY24
• “Excellent/Top Tier” 92/100 combined reputation score across all partners, up 2 points on prior year (FY25 RepTrak survey)
• Awarded Life Insurer of the Year – Group and Direct in Money Magazine Life Insurance Awards 2026
• Innovated TPD to meet modern customer needs, launching the recovery-aligned TPD Support Option (TSO)
• ‘Life takes guts – protecting it should be easy’ brand refresh and national campaign launched
• Named one of Australia’s best places to work, receiving the Belonging Award in the Australian Financial Review BOSS 2026 Best Places to Work
• Celebrated 10 years of TAL Community Foundation, contributing 23,600 hours of employee volunteering and over $9 million to our communities.

Read the full report.

——–

Notes:
[1] https://www.tal.com.au/about-us/our-contribution

ENDS

Media Contact
Brooke Swartz
TAL, External Communications
Media.Enquiries@tal.com.au

About TAL

TAL is one of Australia’s leading life insurance specialists. For over 150 years, TAL has been protecting people, not things. Together with its partners, TAL insures more than 5 million customers and offers life insurance through the following channels: direct to consumer; through a financial adviser; and via group and workplace superannuation schemes. TAL is part of the Daiichi Life Group, one of the world’s largest insurance groups.

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Shaun Bransdon

What I Wish I Knew About Retirement reveals opportunity for super funds to meet demand for income certainty and help more Australians retire with confidence

The second edition of TAL’s What I Wish I Knew About Retirement found a third of pre-retirees have taken no action to prepare for retirement and one in five don’t know what they’ll do with their super. This is despite two thirds reporting they are engaged or highly engaged with their finances.

The research, comparing the attitudes, experiences and behaviours of 2,000 pre-retirees and retirees aged 55 and older, shows an increased focus on financial certainty among pre-retirees compared with when the research was first conducted in 2024. When asked to nominate the most important features of a retirement product, two thirds list ‘an income that lasts a lifetime’ and ‘income keeping pace with inflation’ among features they value most.

Shaun Bransdon, General Manager, Retirement and Wealth at TAL said the findings show a disconnect between people’s financial engagement and taking action on retirement planning, with more seeking financial certainty.

“People care deeply about their financial futures and they’re paying attention – but we don’t see that in the actions they’re taking to plan for this critical life stage. Many feel they don’t have all the information they need.”

“Super funds are stepping into this opportunity, building on the trust developed with members over their working lives: 64% of pre-retirees say they trust their fund to advise on retirement needs. Options like guided settings, information on how different retirement income options work together with the Age Pension, and tools that help them make decisions that suit their circumstances, could help more Australians approach retirement with confidence.”

Preparing for retirement, and the unexpected

This year’s research shows that cost of living pressures are impacting retirement planning, with just 29% of pre-retirees saying they have money left over for regular saving or investing.  Almost half expect to have less spending power in retirement. The proportion of pre-retirees planning to work past age 70 has also jumped from 27% in 2024 to 36%.

While 33% of pre-retirees expect their retirement to last longer than 20 years, almost half expect their super to run out before then. Nearly half of retirees surveyed (48%) had taken no meaningful action to prepare for retirement, up from 39% in 2024. Among retirees who did plan for retirement, only a quarter started preparing before their 50s, with over one-third not taking action until their 60s or later.

This is significant because retirement often arrives earlier than expected – 61% of current retirees left the workforce before 65. Only 15% of pre-retirees expect to retire before 65.

That gap between expectation and reality can have lasting consequences, said Mr Bransdon.

“If you’re planning to work until 67 but have to leave at 62, you’ve lost five years of contributions at peak earning capacity. For many, that’s significant.”

Product choice and certainty shape retirement satisfaction

The research reveals significant differences in satisfaction based on what a person did with their super on retirement.

Around 90% of retirees who chose pension accounts or lifetime income products were satisfied with their decision. This compared with 81% who left their super in accumulation and 66% who withdrew lump sums.

Yet just 38% of pre-retirees are familiar with how these products work and 87% would want to find out more if their fund offered a lifetime income product. Among current retirees, 66% say they would have been interested if such products had been clearly offered when they retired.

Among retirees now in their 80s, one in five wish they’d spent more in their early retirement years. If retirees started running out of money, 40% say they would reduce spending and 34% say they would rely on the Age Pension, which for many household types sits below ASFA’s modest retirement standard.

“Retirement income strategies work best when flexibility is combined with certainty. And our research shows this is increasingly important to people. Account-based pensions provide growth potential and capital access for active years, while lifetime income streams support spending confidence and can reduce Age Pension reliance.”

“Without certainty about future income, even retirees with adequate savings may default to conservative spending. Product design can help – giving people confidence to enjoy their retirement while knowing their essential needs are covered,” Mr Bransdon said.

Read the full report, What I Wish I Knew About Retirement: Second Edition.

About the research

The second round of TAL’s What I Wish I Knew About Retirement research was an online quantitative study of 2,000 Australians aged 55 or over, comprising 873 pre-retirees and 1,127 retirees, who provided self-reported answers to survey questions. The first round was conducted in 2024; the second completed in 2026 by TAL’s research partner Edentify.

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Mrs Mentis brings 37 years of financial services experience to the TAL Board, including as Managing Director and CEO of Bank of New Zealand (BNZ), Group Executive Business Banking and Chief Digital, Data and Analytics Officer at National Australia Bank (NAB), and senior roles at Westpac, BT Financial Group and Citibank.

Mr Kai brings to the TAL Board extensive experience in corporate strategy and business development across Japanese and global financial institutions. He currently serves as a Director of Daiichi Life Group, Inc (Daiichi Life Group), where he has been responsible for corporate planning, organisational restructuring, and the development and execution of growth strategies in Japan and overseas.

TAL Chair David Cohen said, “We are delighted to welcome both Angela and Akifumi to the TAL Board. Angela brings deep expertise across digital strategy and customer transformation, and a proven track record of leading large, complex organisations with purpose and performance. Akifumi brings valuable perspective from Daiichi Life Group, along with a strong background in corporate strategy and international business development. Together, their complementary experience will be a tremendous asset to TAL as we continue to grow and evolve the way we serve Australians, their families and communities.”

“At the same time, I want to extend our thanks to Christine Bartlett for her outstanding contribution to the TAL Board. Christine has brought dedication, insight and wisdom during her tenure. Christine’s counsel has been a valuable part of shaping TAL’s strategic direction. We wish her all the very best.”

TAL Group CEO and Managing Director Fiona Macgregor said, “We welcome Angela’s and Akifumi’s appointments to the TAL Board. Angela’s expertise in customer experience, organisational culture, and business performance, combined with her strong background in digital and data strategy, aligns exceptionally well with our priorities.”

“Akifumi’s deep knowledge of Daiichi Life’s strategy and his international financial services experience will further strengthen the connection between TAL and Daiichi Life. We very much look forward to the perspective and counsel both Angela and Akifumi will bring.”

Mrs Mentis said, “I am honoured to join the TAL Board at such an exciting time for the business and for the life insurance industry more broadly. TAL’s commitment to protecting Australians and supporting them and their families when it matters most deeply resonates with me. I have spent my career focused on customers and communities, and I look forward to contributing to TAL’s next chapter.”

Mr Kai said, “I am pleased to join the TAL Board and look forward to contributing to TAL’s continued growth and success. TAL plays a vital role in protecting Australians and their families, and I look forward to supporting the business as it continues to evolve.”

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Dr Priya Chagan

The Heart Foundation and TAL have joined forces to help younger people understand the importance of preventing heart disease now to avoid a heart attack or stroke later in life.

Heart Foundation data shows that many younger Australians aged 18 to 34 believe heart disease is not something they need to worry about at their age.

This is despite evidence that heart disease which presents later in life often begins developing as early as teenage years, through lifestyle choices such as what you eat, how you exercise, and whether you smoke or vape.

The evidence has prompted the Heart Foundation and TAL – now in the second year of their partnership – to focus on addressing common myths and misconceptions younger people hold about heart health.

Common myths held by younger Australians, according to the Heart Foundation’s 2025 State of the Heart survey:

• More than one in three (37%) people aged 18 to 34 believe they would feel warning signs if they had high blood pressure, despite it often having no symptoms.
• More than one in five (22%) younger adults believe they are too young to worry about heart disease, even though it can begin developing early in life.
• Around one quarter (25%) of younger Australians believe heart disease mostly affects men, despite women accounting for almost half of cardiovascular deaths.
• About one in ten (11%) younger adults believe family history means they cannot reduce their risk of heart disease.

Heart Foundation Head of Clinical Evidence, Dr Dannii Dougherty, said finding the right information could be challenging for young people.

“We live in an age where we are constantly consuming information and it’s becoming harder for young people to distinguish between what is real or fake and what they should and shouldn’t focus on for their health,” Dr Dougherty said.

“Through this partnership with TAL, we are helping younger people understand the evidence and the science behind achieving good health, and how the choices they make now can affect them later in life.”

TAL General Manager Health Services, Dr Priya Chagan, said young people in Australia were in a powerful position to protect their heart health, and that the expertise and quality, researched-backed information provided by the Heart Foundation was key.

“Heart disease continues to be one of the leading causes of life insurance claims at TAL, even among younger customers – which is why this initiative matters so much. The evidence is clear that what you do in your 20s and 30s has a real impact on your long-term health. The good news is that small, consistent lifestyle choices can make a significant difference over time.”

“We’re proud to work alongside the Heart Foundation to give young Australians the practical, evidence-backed knowledge they need to take control of their heart health now – because it’s more accessible and achievable than most people think.”

Some fixed risk factors for heart disease include age, sex, ethnicity, and family history. However, people can reduce their risk by being active, not smoking or vaping, and managing stress, high blood pressure and cholesterol.

TAL’s 3-year strategic partnership with the Heart Foundation is part of the life insurer’s Health for Life program which empowers people living in Australia to take charge of their health by staying informed, checking in and taking early action to detect and prevent potential health conditions.

The partnership helps the Heart Foundation fund preventative programs, medical research and support for people living with heart disease.

This year, the partners’ increased focus on reaching and engaging younger audiences includes collaborating with the Heart Foundation’s experts to bust common heart health myths. 

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Hinesh Chauhan

TAL has announced an ambitious expansion of its strategic partnership with Microsoft, marking the Australian life insurer’s largest ever technology deal.

The new five-year agreement will accelerate TAL’s advanced cloud and AI capabilities through infrastructure and skills investment to support employees in delivering relevant, accessible life insurance and retirement income solutions.

Hinesh Chauhan, Chief Information Officer at TAL, said: “We’re investing in the tech and in building skills that will help our people respond to the next generation needs of Australians.”

“Expanding our longstanding partnership with Microsoft means we can significantly scale and speed up our innovation in products and services all underpinned by TAL’s principles for ethical and responsible AI, ensuring a secure operating environment for our customers, partners and people.”

Georgina Croft, Chief Claims Officer, TAL said: “Life insurance is deeply human. Customers contact us during some of the most challenging times of their lives, as they navigate illness, injury or loss.”

“Our people are shaping the AI tools that enable them to be fully present with customers and deliver a compassionate high-quality experience,” she said.

Microsoft will jointly invest in TAL’s engineering capability to consolidate TAL’s data on Azure and build a suite of AI tools.

TAL’s push into AI is already delivering real benefits to customers and employees, including:

• TAL’s chat-based knowledge assistant that is delivering fast, accurate answers to claims employees by tapping into the company’s knowledge base. Since launching, it has responded to over 37,000 claims-related queries, saving an average of 7 minutes per question and earning 93% positive user feedback. Following its success with claims consultants, TAL has now scaled this solution across HR and customer service teams.
• TAL’s AI-powered post-call summarisation tool, integrated with its core claims system, automatically transcribes and summarises claims-related calls in real time. This allows claims consultants to stay fully focused on supporting customers during conversations and review notes afterward. Since launching, the tool has processed and summarised over 120,000 claims-related calls.

Investing in people and skills

As part of the expanded collaboration, TAL will work with Microsoft to design programs that build AI skills across the organisation.

“AI is intuitive for some, newer for others and we’re focused on closing that gap, giving employees an edge in their careers and ensuring they’re set-up to safely use data and AI to help customers and innovate for the future,” said Chauhan.

“This is about building experiences customers love, and that our people love to build. Our expanded collaboration will also see our engineers working with Microsoft’s engineers and scientists to develop solutions together to deliver impact faster.”

Duncan Taylor, General Manager for Financial Services at Microsoft ANZ, said the expanded partnership highlights how technology and skills can work together to drive meaningful transformation.

“By unifying its data in Azure and weaving AI into the fabric of its operations, TAL is reimagining how an insurer works from the inside out,” said Taylor. “It’s exciting to see them innovating at this scale and we’re proud to support TAL as it sets a new standard for customer focused innovation in life insurance.”

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Alexis Denby

TAL has announced a new research partnership with McCrindle, one of Australia’s most respected social research and advisory firms, to launch annual research that will shape how the life insurer will engage with and support its customers and partners.

The Modern Australia Index has particular utility for financial advisers, providing them with real-time understanding of the social, demographic and economic trends shaping their clients’ needs.

Founder and Principal at McCrindle, Mark McCrindle, said the Index was designed to explore Australians’ preparedness at a time where rapid technological change and converging megatrends were reshaping Australians’ outlook.

“Geopolitics, digital and economic trends are changing more than just Australians’ economic mobility, they are changing how they think about the future.”

“This research will provide a clear sense of Australians’ long-term outlook, and their current financial reality, health, digital behaviours and social connectivity.”

The Index will cover the issues most relevant to adviser-client conversations: financial realities, cost of living pressures, digital consumer behaviour, generational shifts, wellbeing and health, and Australians’ attitudes toward protection and the role of advice in their lives.

Its longitudinal design means advisers will be able to track how views and circumstances are changing over time — translating broad social trends into insight they can act on in their businesses and client conversations.

For example, recent McCrindle generational analysis reveals that even though Baby Boomers hold half of Australians private net wealth, they’re not immune to inflation costs in their weekly expenses, and while Gen Y and Gen X have greater earning power in their peak earning years, they have less net wealth to rely on during periods of heightened uncertainty.

TAL General Manager, Consumer & Growth, Alexis Denby said the partnership reflected TAL’s commitment to customers through a genuine understanding of modern Australian life.

“Demographics are shifting, healthcare needs are changing and consumer expectations are evolving at pace. Our partnership with McCrindle gives us a comprehensive view of those changes.”

“Advisers are working harder than ever to understand what their clients need — and we want to give them something that genuinely helps with that. For TAL, these insights will shape the products we offer, and how we engage with and support our customers.”

The Index will be made available to financial advisers and industry partners from July 2026.

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Georgina Crof

The Digital Health Cooperative Research Centre (DHCRC), University of Sydney, TAL and Workcom have collaborated to improve the experience and recovery outcomes of Australians making income protection claims for a mental health condition.

Led by researchers from the University’s Central Clinical School, the Pathways project will co-design and develop a new digital platform to support people 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.

Drawing on lived experience and industry insights, the platform will be developed with customers and frontline teams and will incorporate research-informed frameworks and tools to help people set meaningful goals and connect with the right support at the right time.

The partners developed the initiative in response to feedback that people want a voice, clearer information and a greater choice during their recovery journey. Life insurer TAL and its recovery partner Workcom say supporting people early in their claim with consistent and structured information may improve their recovery experience.

Annette Schmeide, DHCRC CEO, said the project responds to a clear and growing need to better support people during what can be a stressful and uncertain period.

“The rising prevalence of mental illness in the community is reflected in income protection claims, with life insurers seeing more – and more complex – claims than ever before.

“The Pathways project is designed to find a better way to support people with these claims. Applying behavioural science, evidence-based goal setting and decision-aid models we hope to find new ways to put people at the centre of their own recovery – and avoid the ‘solution overload’ and trial-and-error referrals that can occur,” Ms Schmiede said.

Dr Elizabeth Stratton, Research Fellow at The University of Sydney’s Central Clinical School, said the project helps bridge the gap between how recovery is experienced during a claim journey and how recovery systems are currently designed.

“By working directly with customers, clinicians and claims teams to understand what is missing and what genuinely helps people navigate recovery, Pathways aims to help people exercise choice and maintain a sense of control during the claims process.

“This project is not about testing a single solution. It is about co-designing tools with customers and learning from their experiences to ensure future processes are designed to support autonomy, informed decision-making and active participation in recovery. There is a clear gap in the industry for recovery tools shaped by lived experience and real-world claim journeys, and Pathways seeks to help address that,” Dr Stratton said.

Workcom and TAL will lead the Pathways’ platform design, development and roll-out to TAL customers.

Georgina Croft, Chief Claims Officer at TAL, said Pathways delivers on TAL’s commitment to collaborate with industry experts on initiatives that make a difference for its customers.

“We support customers during some of life’s most difficult challenges. We want to help them feel more connected and supported throughout their claim and recovery. Pathways will give our customers more clarity and control of the recovery journey, and provide their claim support team more information about how best to support them and when.”

John Mellors, Managing Director at Workcom, said Pathways reflects the organisation’s belief that strong recovery outcomes are built on expert, compassionate human care, supported by thoughtfully designed digital tools.

“Pathways is about giving people practical tools shaped by human-centred design, so they can more actively and optimally participate in their recovery from the very outset. We’re excited to explore whether involving people experiencing mental ill-health in a more structured and intentional way in their goal-setting and recovery journey leads to stronger and more sustainable outcomes,” Mr Mellors said.

A collaborative research project, Pathways, is supported by DHCRC. The DHCRC is funded under the Australian Commonwealth’s Cooperative Research Centres (CRC) Program.

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Gavin Teichner

TAL has updated its flagship retail product, Accelerated Protection, including the launch of the TPD Support Option, a new approach in the Australian life insurance market. The insurer has also strengthened Income Protection for self-employed customers, delivering added support during a claim.  

Gavin Teichner, TAL Chief Executive – Individual Life, said the changes reflected TAL’s commitment to evolving product design in line with changing customer needs, clinical insights and financial adviser feedback.

“Our focus is on ensuring TAL’s products reflect how Australians live and work today and deliver genuine value. We’ve taken an evidence-based approach with these changes to Accelerated Protection to ensure meaningful support for those who need it, while maintaining value for all our customers.”

Introducing TAL’s TPD Support Option, designed around real customer health journeys

TAL recognises that every customer’s recovery is unique. Developed through extensive research and consultation with customers, advisers, GPs and specialist clinicians, the TPD Support Option has been designed specifically for certain mental health, chronic fatigue and functional conditions where recovery outcomes can vary significantly.

Customers who choose this option receive 20% of their sum insured each year for claims involving these conditions, provided they continue to meet the TPD criteria at annual review. This flexible structure provides ongoing financial support during recovery, with the certainty that if they’re unable to return to work, they’ll receive their full sum insured over time. Claims for all other health conditions are paid as a full lump sum.

During their claim, customers can also access tailored health programs through TAL Health for Life to support their recovery.

“The TPD Support Option recognises that recovery is rarely straightforward. Some people can return to work with the right support and treatment, while others, unfortunately, cannot. Its flexible approach helps people through their recovery journey while maintaining strong financial protection for those permanently unable to work,” said Mr Teichner.

Supporting self-employed customers when an illness or injury affects their work

Recognising that self-employed Australians face unique challenges when they can’t work, TAL has introduced two improvements to Income Protection to better support business continuity during illness or injury. Key updates include redesigned offsets for ongoing income, and updated waiting period rules that allow customers to undertake limited administrative tasks during the waiting period without affecting their eligibility.

These changes reflect the realities of business ownership, giving self-employed customers greater confidence that their cover will support them through recovery and help to keep their business running.

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Aaron Newman

To make it easier and faster for advisers to manage their existing client policies, life insurer TAL has launched Inforce Management – a new digital tool within the TAL Adviser Centre (TAC).

Developed with advisers and their teams, the new feature brings together all inforce policy information into a single intuitive dashboard. For advisers, this means secure, faster and insights-rich management of their inforce policies, giving them time back to focus on their clients.

Early adopters of Inforce Management are already saving up to 30 minutes a day on common inforce tasks such as managing overdue policies and identifying policies at risk of lapsing.

Aaron Newman, TAL General Manager – Individual Life Product, Individual Life, said: “We know advisers want to spend more time with clients, and less time chasing paperwork.”

“Inforce Management was co-created with advisers and their teams. Their insight helped identify the friction points, allowing us to deliver intuitive solutions that support how advice practices operate.”

David Arthur, TAL General Manager, Individual Life Technology & Delivery, said: “We see technology as a powerful enabler of quality advice and strong client relationships. Our role is to build systems that support good outcomes and reduce complexity.”

Smarter insights, faster workflows, secure submissions

Inforce Management makes it easy to view upcoming renewals, lapses and overdue policies at a glance, helping advisers proactively support their clients. It also provides:

• Smarter insights: Quick visibility of client policy activity and service requests.
• Faster workflows: Easy access to common transactions like updating client details and payment information.
• Secure submissions: Introducing a new Secure File Transfer tool enabling advisers to securely share alteration requests, and immediately confirms successful delivery.
• Better outcomes: Everything in one place, so advisers can proactively support clients through key milestones.

Weekly inforce insights with TAL In Focus

To complement the dashboard, TAL has also introduced TAL In Focus, a new weekly reporting email that gives advisers and their support teams a quick snapshot of all upcoming required client actions and activity. This weekly communication will help them to plan ahead and respond quickly to clients who need support.

“Inforce Management builds on our existing digital capability and marks a meaningful step forward in how we support advice practices. We will continue developing these tools alongside advisers, with more enhancements already underway,” added Mr Arthur.

Advisers can access Inforce Management through their existing TAC login or contact their Business Development Manager for support and share feedback.

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