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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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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Georgina Croft

TAL provided an important financial safety net for 54,000 customers and their families last financial year, paying $4.7 billion in claims – the equivalent of around $90 million a week. 

In the 12 months to 31 March 2025, living insurance, including Income Protection and Total and Permanent Disability cover, accounted for 74% of the total claims paid, supporting TAL customers recovering from an illness or injury.

For the fourth consecutive year, mental health conditions were the leading cause of claims (21%), followed by cancer (17%), and injuries and fractures (15%).

TAL Chief Claims Officer, Georgina Croft, said: “We insure people, helping them protect their families and standing with them through life’s toughest moments.”

“Last year, TAL supported more Australians than ever before—offering financial and recovery support when it was most needed.”

“While these numbers are significant, our focus is the people they represent – Australians recovering from an illness or injury or dealing with loss. Each claim is a person, a family and a life impacted. We’re honoured to be able to demonstrate to more people how we are showing up with care and compassion every day.”

“Our commitment to blending the best of digital innovation and human support means a faster and more simple experience for our customers.”

“We are also focused on supporting customers who are adjusting to life with an injury or illness, connecting them to personalised health recovery programs, including expert mental health support, if they need it.”

“Life insurance gives people peace of mind, but we know it’s especially valued in uncertain times. We’re privileged that 5 million Australians trust us to provide it,” said Ms Croft.

More Australians seeking health services and support, before and during a claim

More customers accessed health, wellbeing and recovery services via TAL Health for Life, last financial year.

TAL General Manager of Health Services, Dr Priya Chagan, said: “TAL is focused on connecting customers with the right health support, we want to empower their recovery.”

“We’ve partnered with over 30 expert recovery providers to help people access the quality services they need, when they need them.”

“Last year, our claims support and recovery programs achieved an 80% return-to-health and work success rate, helping thousands of Australians get back to living their lives.”

“Hundreds of thousands of Australians also accessed preventative health information and support from us through Health for Life initiatives. We improved access to premium discounts for customers taking preventative health tests, and launched new online tools to help people take control of their health by identifying risks early and encouraging positive health practices.”

“Growing participation in these initiatives highlights the importance Australians place on accessible, evidence-based tools to support their health and wellbeing,” said Dr Chagan.

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Georgina Croft

TAL’s latest claims data reveal that living claim benefits, paid to ill or injured customers, have grown to nearly 8 in 10 claims (78% or 28,450 customers) — up from 75% or approximately 24,340 customers in the previous corresponding period.^[1]

The Australian life insurer provided $2.3 billion in payments for all claim types to more than 36,200 customers and their families in the 6 months to September 30 2024.^[2]

The increase in living claim benefits continues to be driven by Income Protection (IP) and Total and Permanent Disability (TPD) claims related to mental health conditions including post-traumatic stress disorder and depression (29% of all claims), followed by injuries and fractures (18%), and musculoskeletal and connective tissue diseases (16%).

TAL Chief Claims Officer, Georgina Croft said the proportion of customers claiming for IP and TPD highlighted the important role life insurers play in supporting working Australians and their families when the unexpected happens.

“Life insurance offers more than financial support when a loved one passes away. In the past 6 months, TAL benefit payments provided an important safety net to more than 28,000 Australians unable to work due to injury or illness.”

“Helping Australians during their toughest times with care and compassion is the most important thing we do. Beyond a claim payment, we want to help – for customers claiming IP or TPD this is about assisting them on their recovery journey. We do this by providing the financial, emotional and physical support they need to get back to health and on with life.”

Supporting customer health and wellbeing during and after a claim

“TAL aims to show leadership in claims. Beyond working to provide a faster, easier claims experience by harnessing innovation and AI, we continue to uplift the personalised support we give Australians navigating the claims process and through their recovery.”

“We’re uniquely placed to provide and connect our customers to healthcare and rehabilitation services and to get them back to health after the unexpected happens.”

“For example, TAL in-house health experts support evidence-based reviews and faster claims decisions. Once a claim is accepted, we connect customers with leading health providers including mental health services, occupational rehabilitation and cancer support to manage health conditions and help them meet their health goals.”

“TAL also partners with experts in the health community to ensure we are at the forefront of medical thought leadership,” said Ms Croft.

TAL customers also have access to Mental Health Assist which provides virtual access to a psychiatrist for an assessment within 10 days, eliminating extended waiting periods often experienced in the community. Last year70% received a change in diagnosis; 68% a change in medication 64% a change in therapy; and 16% achieved early return to full or part-time work.

Headlight, TAL’s online tool to help people better understand their mental health and access free support services, logged 3,257 visits in the same period. Co-developed with UNSW, Headlight is now available to partners and customers through the life insurer’s healthy living platform, TAL Health for Life.

TAL Claims Recovery and Support Specialist, Kate Tran said the role of TAL’s in-house health and rehabilitation team was central to improving customers’ claims experience and outcomes.

“We’re focused on supporting our customers to live full lives, whether that’s improving their functional capacity so they can better engage in everyday activities and with those important in their life or return to work.”

“By connecting a person with the services they need early in the claims process – and removing the financial burden of paying for them – we can help customers on a path to recovery faster.”

Last financial year TAL paid $4.2 billion in claims to 50,128 customers.

TAL cause of claims, 1 April – 30 September 2024

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Notes:
[1] For the 6-month period 1 April 2023 – 30 September 2023. Total claims paid were $2 billion to 32,456 customers and their families. Claims statistics are based on total claims paid under TAL Life Limited and TAL Life Insurance Services Limited insurance products (including funeral insurance) between 1 April 2023 and 31 March 2024. A claim is assessed in order to determine whether or not the claim is payable. A claim is accepted when the claim is determined to be payable.
[2] For the 6-month period 1 April 2024 – 30 September 2024.

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Georgina Croft

TAL has paid customers $4.2 billion in claims benefits in the 12 months to 31 March 2024, the highest annual claims ever paid by an Australian life insurer.

Claims were paid to more than 50,000 Australians and their families over the period. More than seven in 10 of these claims were provided to TAL customers living with or recovering from an injury or illness1.

TAL Chief Claims Officer Georgina Croft said more important than these numbers, is the reallife impact each individual claim represents.

“Supporting our customers and their families when they’re going through the most difficult times of their lives is the most important thing we do at TAL. We’re committed to ensuring every person feels confident in our claims process by providing the financial, emotional and physical support they need.”

A holistic approach to claims support

“With the majority of TAL’s claims paid to Australians as they recover from an illness or injury, it’s important that we meet their needs, not only when they claim, but with personalised support on their path to recovery,” said Ms Croft.

Beyond a financial benefit, access to an online health directory, grief and carer support are on offer to TAL customers and their families at claim time. Customers can also access a wide range of funded claims and recovery support programs from tailored health coaching for customers with a cancer diagnosis, to pain and fatigue management and career coaching to help them as they prepare to return to work.

Investing in a leading customer experience

Ms Croft said TAL is focused on industry leadership in claims and providing a consistent, supportive claims experience for every customer, through ongoing investment in upskilling frontline employees, alongside TAL’s technology and channels.

“Supporting our customers starts with providing our claims consultants with the tools and training they need to be there for each customer when they need us most,” said Ms Croft.

“In the past year, our claims team completed over 22,000 hours of training across 277 training programs through TAL Claims Academy, including Person-Centred Claims Management to further strengthen their capability to support our customers.”

“Digitising parts of the claims process is also key to a more seamless claims experience for TAL customers, our superannuation fund partners and their members.”

“TAL continues to invest in TAL Connect, its digital platform providing TAL’s superannuation fund partners and their members with control and visibility to engage with their insurance or manage their claim, to create a faster and better experience when making and managing claims.”

“Over the past 12 months, more customers have chosen to lodge or manage their claims digitally, with 50% of claims commenced via the TAL Connect platform submitted within just 24 hours.”

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Notes:
[1] This includes payments under Income Protection, Involuntary Unemployment, Terminal Illness, Total and Permanent Disability and Trauma types of cover.

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Georgina Croft

TAL is pleased to announce that Georgina Croft will join TAL’s Executive Team and has been appointed Chief Claims Officer commencing 1 March 2024.

Ms Croft joins TAL having spent 13 years at Westpac where she held a number of senior leadership roles, including Chief Operating Officer of the bank’s Insurance Division and most recently as Chief Customer Services Officer at BT Financial Group.

Ms Croft brings experience leading large operational teams and has had accountability for front line customer service functions as well as broader experience across mergers and acquisitions, transformational change, risk and compliance, and corporate governance.

Group CEO and Managing Director, Brett Clark said he was delighted to welcome Ms Croft to TAL.

“TAL remains focused on delivering industry-leading claims experience and claims outcomes for our customers and partners, supported by a committed investment program in technology and digital capabilities. Georgina’s extensive leadership experience and customer focus joined with TAL’s continued investment in digital-first claims services and our people, will continue to make the end-to-end claims experience better, faster and simpler for our customers.”

Ms Croft said: “I am thrilled to be joining TAL and supporting the valuable role that it plays in providing protection to more than 5 million Australians.”

“I look forward to working with the Claims team to deliver even more for our customers and partners, to ensure that TAL leads in the industry in claims experience and claims outcomes, and that all TAL customers feel confident we will be there to help if the unexpected happens.”

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The Service Request Tracker is available on the BT Panorama desktop, allowing advisers and support staff to check the status of individual client requests.

The tracker was further updated in March, and now allows users to download and submit selected forms. Uptake has since significantly increased, reaching 17,000 unique users as of May 2023.^[1]

Tracking the status of form submissions and transactions is a time-consuming but necessary task for advice practices, as they usually require this information when giving updates to clients. BT’s Chief Customer Services Officer, Georgina Croft, said: “The Service Request Tracker has been a gamechanger in many respects for advice practices, as the time savings give them capacity to spend more time with clients. It’s a great example of how our technology can provide practical solutions. We looked at how the administrative process of tracking requests can be streamlined on our platform, and we’ve delivered.”

Another recent platform enhancement has made it easier for support teams to source information relating to social security. Advisers and their teams can now generate Centrelink schedules online, instead of calling a BT customer relations consultant. BT’s chatbot Blue can virtually assist advisers and investors with a step-by-step guided journey on generating a new Centrelink schedule, 24/7. Out of 44,300 sessions conducted by Blue so far this year, 1,300 related to requests to generate a Centrelink schedule.^[2]

Other platform updates in recent months include:

• Addition of Environmental, Social and Governance (ESG) information to the investments and research section of the mobile app
• Access to investment and product disclosure documents and up to three years of documents in the document library on the mobile app
• Addition of Service Request Tracker on the mobile app
• Enhancements to Adviser Portfolio tools with managed accounts
• Allowing in specie contributions to super^[3]

Looking ahead, BT plans to further enhance the reporting features on BT Panorama, building on the new capability introduced in October 2022. The reporting enhancements will allow advisers to generate the same set of reports for potentially all of their clients, all at once. The feature will save advisers and their teams time, particularly during a busy period such as at year-end or when annual reviews are conducted.

BT is also focused on enhancing the security features on BT Panorama, to manage risks related to the increasing cybercrime rate in Australia.

Ms Croft said: “Running the back office efficiently is a key pathway to increased profitability for many advice practices. As the platform of choice for nearly half of all advisers in Australia,4 we are committed to empowering advice practices to make the most of platform technology so they can continue to thrive.”

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[1] Total cumulative unique users including adviser groups and investors, BT internal data.
[2] BT internal data.
[3] Reduces chance of contribution caps being exceeded by accepting the asset price at time of submission online, subject to documents arriving within 10 business days and asset values being within 10% when transfer processed. System validations are in place to check details and whether compliance requirements are met.

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