Sometimes things don’t go to plan — that's why we have insurance.

If you need to make an insurance claim, we're here to help. We understand this can be a stressful time for you and your loved ones, so we'll work to make the process as quick and fair as possible.

To start a claim, please call us on 1300 133 177.

How the claims process works

  1. Once you tell us you'd like to make a claim, we'll appoint a case manager to support you through the process and send you your claims forms.
  2. You’ll need to post your completed forms and any relevant supporting documents to us.
  3. We’ll review your eligibility to claim.
  4. Our insurer will assess your claim.
  5. We’ll let you know the decision and final steps.

Our insurance specialists are experienced in helping our members and their beneficiaries through the claims process. They’ll provide professional and patient assistance every step of the way.

How long will it take to process your claim?

All claims are unique. The time it takes to process your claim will depend on your individual circumstances. To avoid delays, double-check that your forms are completed correctly, and provide any supporting documents requested as soon as you can. We will give you regular updates on the progress of your claim.

Our claims philosophy

Our philosophy means we:

  • continue to put the best interest of our members first 
  • always make sure our partners put our members first too
  • commit to regularly reviewing our insurance offerings
  • do everything we can to avoid default insurance premiums unintentionally reducing members’ account balance.

Read our full philosophy

Types of claims

Total and Permanent Disablement

Income Protection

Terminal Illness


How to start your claim

To start the claim process, either call us on 1300 133 177 or log in to the TAL insurance portal via the insurance section in Member Online. Making a claim over the phone through the tele-claim process is usually the quickest option — the insurer will gather your information verbally and tailor the questions to your circumstances. That usually means fewer forms to complete and follow-ups to respond to.

Where will my claim money be paid to?

I’m making a claim as a beneficiary — where do I start?

What can I do if my claim is not accepted?

The value of insurance

With the right type and level of cover, you can protect yourself and your family if the unexpected were to happen.

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