FAQs - All Your Life Insurance Questions Answered - TAL

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Your insurance should suit your unique needs. Whether you are already a TAL customer or thinking about joining us, we want to make sure you have all the information you need to make an informed choice about your insurance.

The below frequently asked questions are intended as a guide only, and you should consider your own objectives and financial situation when purchasing insurance cover. If you can’t find what you’re looking for then contact our specialists.

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General

What does life insurance cover me for?

Here are some of the events you can choose to be covered for under your TAL insurance policy.

• If you die or are diagnosed with a terminal illness: your family receives a lump-sum payment. This is called Life Insurance.
• If you’re diagnosed with a serious specified critical illness such as a cancer (of a specified criteria) or you suffer a heart attack (of a specified severity): you receive a lump-sum payment. This is called Critical Illness or Trauma Insurance.
• If you’re permanently disabled and unable to work: you receive a lump-sum payment. This is called Total and Permanent Disability (TPD).
• If you’re unable to work due to illness or injury: you receive a monthly benefit to replace a portion of income. This is called Income Protection Insurance.

This is a general guide only to the different types of life insurance products and the circumstances in which a claim may be payable. You can find out exactly what you’re eligible for by reading the terms and conditions of your insurance policy, which are detailed in your policy document.

What additional features of TAL Accelerated Protection can I set up over the phone?

You will need to speak to one of our professional Life Insurance Specialists on 131 TAL about including any of the following:

• Premium Relief (For Life Insurance, TPD, Recovery Insurance) – If you add this option, you won’t need to pay your premiums if you are unable to work for at least three consecutive months due to illness or accident. Find out more
• Increasing Claims Option (For Income Protection only) – If you are receiving benefit payments, we will increase the payment in line with inflation, while you are receiving them. Find out more
• Day One Accident (For Income Protection only) – Instead of having to wait out your chosen waiting period, your payments will start accruing from the first day you’re off work due to a total disability from an injury. Find out more

I have life insurance as part of my super, is that enough?

Most Australians have some form of life insurance through their super. The default level of cover is not based on your unique current and future financial obligations, so you may want to check to see if it’s enough. It may not be possible to take up some types of cover through your super fund. You may also want to consider whether you’re able to take your insurance with you if you leave your fund.

Can I increase my insurance cover?

You may be able to increase your insurance cover. You can contact us  to discuss your options with our Life Insurance Specialists. Or, depending on how you bought your cover, you can contact your financial adviser, super fund or employer to find out if you can increase your cover, and the steps to take.

I’ve changed my address or contact details – how do I let you know?

We need to send you important information from time to time so it’s important we have your up-to-date contact details. Please contact us to let us know about any change to your address, telephone number or email.

Will my payments be taxed?

Generally Life, TPD and Critical Illness and Trauma payments will not be taxed where they are held outside of superannuation.  Income Protection payments will usually be tax assessable. You should contact your tax adviser or the Australian Tax Office. (External link) for more information and advice on your particular situation.

What is Inflation Protection / CPI Increases?

Inflation Protection / CPI Increases is a way to help future-proof your insurance payment against the effect of inflation. As the cost of goods and services increases, your amount of cover (for lump sum covers—life insurance, total and permanent disablement insurance and critical illness insurance) will increase each year.

This will help to ensure that your insurance cover has not been eroded by the effects of inflation. Your premiums will also rise in accordance with any increase in cover.

What is a standalone policy?

A standalone policy is not linked to any other covers. Payment of a benefit under a standalone policy will not reduce the benefit of the other covers.

Who is TAL?

As one of Australia’s leading life insurers we’ve learnt that the most important part of life isn’t the stuff we own, but the experiences we share with the people we love. It’s living life. This Australian life.

That’s why we do what we do, protect people, not things, to help you look after what matters most. From covering your children’s education, to keeping up the mortgage payments for the family home or rehabilitation to get you back on track sooner.

Together with our partners we protect 5 million Australians and their families, helping them look after what matters most, so they have the freedom to keep living the life they planned.

Find out more about who we are and our life story.

Who is Dai-ichi Life?

Dai-ichi Life is the third largest life insurer in Japan by revenue, and the owner of TAL.

How can Workers’ Compensation payments affect my insurance payouts?

Workers’ Compensation will generally only cover you if your injury happens in the workplace or your sickness can be directly linked to your employment. If you’re receiving Income Protection payments, the amount you receive may be reduced if you’re also receiving Workers’ Compensation payments.

Can I cancel my policy if I no longer need it?

Yes, you can cancel your policy. To cancel your policy, you can speak to your financial adviser or contact us. If you are cancelling a policy because you intend to replace it with another insurance product, always consider the risks of doing so before deciding to make the change. For example, the policy terms and conditions may be different, you may need to answer questions about your health and lifestyle before the cover will be granted, qualifying periods may start again, you may lose benefits accrued on your current cover.  To avoid the risk of a gap in cover, in general you should not cancel an existing insurance policy until the new insurance policy is in place.  

myTAL

What is myTAL?

myTAL  is an online portal, which allows you to manage your cover anywhere, any time. Through myTAL, you can do the following:

• Pay your premiums
• Request a certificate of currency
• Request a statement
• Update your contact details, and
• View all of your policy details.

Am I eligible for myTAL?

All customers with a TAL Accelerated Protection policy are eligible to register for an account. If you have an investment life policy, or any of the following policy types, you cannot register for a myTAL account at this stage:

• SMSF Owned
• TAL Superannuation Owned
• Platform Owned
• Joint Owned
• Company Owned

How do I register for myTAL?

To register for myTAL:

1. Go to our registration page and enter your email address
2. Click on ‘send confirmation email’
3. Go to your email and click on the link within the confirmation email
4. Complete the registration details

 

What can I do if I’m having difficulties with myTAL?

If you’re having any trouble with myTAL, just call us on 1300 209 088 (Mon-Fri, 8am-7pm AEST) and we’ll help you over the phone.

Where can I find more information on myTAL?

Visit our myTAL help page for more information on using our customer self-service portal.

Claims

What happens after I submit my claim forms?

Once we’ve received your claim forms, a Claims Consultant will contact you to discuss your claim and answer any questions you have. We feel it’s important that you always speak to the same person, so we assign you a dedicated Claims Consultant to help you throughout the process.

How will I or my family receive payments?

If you have provided your Australian bank account details to us, we'll make the payment into this account. Otherwise we will send you a cheque.

In some instances, for example where your cover is purchased through you super fund, we may make the payment to the fund.

What is a qualifying period for Total Permanent Disability (TPD)?

We can start assessing your TPD claim after you have been out of work for three months in a row. In some cases you may qualify immediately, such as due to blindness or loss of limb.

What is the Waiting Period for Income Protection?

The Waiting Period is the period of time that you must be Totally Disabled. The Total Disability Benefit and Partial Disability Benefit are not payable during the Waiting Period. You can choose a waiting period of 2, 4, 13 or 26 weeks. Generally, the longer the Waiting Period, the cheaper the premiums. We make your first payment one month after the waiting period ends. For example, let’s say you chose a 4 week waiting period. If you were injured and stopped work on 1st April, your waiting period would start on 1st April and end 28 days later on 28th April. You would then qualify for your payments from the 29th April. And your first payment would be paid one month later, on the 28th May.

My Income Protection claim has been approved. When will I start receiving payments?

This can depend on when you lodge your claim. Once your claim has been approved, we aim to make your payment as soon as possible. If you remain off work because of illness or injury, and you’ve provided us with the claim requirements, you’ll start to receive payments one month after the waiting period ends.

Can I earn other income while I’m receiving Income Protection payments?

If you qualify to receive Total Disability payments and you return to work on a partial basis earning less than you were before your claim, you may be eligible for a Partial Disability Benefit. This allows you to receive some Income Protection payments on top of the partial income you’re able to earn. We use a formula which is set out in your policy to calculate your Partial Disability Benefit. Your Claims Consultant will use your payslip (or other proof of income) to understand what your regular income is. They will also show you how your benefits reduce as you receive income from sources such as Workers’ Compensation, Centrelink, other insurance policies and, in some cases, sick leave. You must let your Claims Consultant know if you return to work, or are receiving income from other sources, so we can make sure you receive the correct payments.

What can I do if I don’t agree with TAL’s decision about my claim?

We have processes in place to ensure that all our claims decisions are fair and consistent. If you disagree with the decision we've made about your claim, you can request a review. You can also make a complaint to us. 

We will aim to provide you with a complaint outcome within 30 days for standard non-superannuation related complaints or 45 days for products/services involving superannuation trustees. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

If an issue has not been resolved to your satisfaction you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. Website: www.afca.org.au Email: [email protected] Telephone: 1800 931 678 (free call) In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

 

Can I request that the decision is reviewed?

Yes, if you disagree with the decision we've made about your claim, you can request a review. You can also make a complaint to us. 

Can I get a copy of the documents in my TAL claim file?

If you’ve made a claim, you can generally access copies of the documents and information we have relied on to make a decision in relation to your claim. There are some limited exceptions under privacy legislation. In some circumstances we may need to provide the information to your doctor instead of providing it directly to you. We will let you know if this is the case.

How can I request information from my TAL claim file?

We take the protection of your personal and sensitive information very seriously. So, we ask that you make your request in writing to help us to identify you. All requests for information from your claim file should be addressed to: The Privacy Officer TAL Life Limited GPO Box 5380 Sydney NSW 2001

Let us know which information you’re looking for, the name of the person it should be sent to, as well as their full contact details. It’s also useful if you can provide your policy number(s) with your request. We will aim to provide the information that you have requested within 30 days.

Can I provide feedback to you about my claims experience?

Yes, we appreciate any feedback about the way we do things. If you’ve had a positive experience with our claims team or have some ideas on how we can improve our claims processes or service, you can email us or send your suggestions to: TAL Claims TAL Life LimitedGPO Box 5380Sydney NSW 2001

If my partner is the beneficiary of my life insurance and we both pass away, what happens to my benefit amount?

If you have no living beneficiary attached to your policy, your life insurance benefit will be paid to your estate.

Do I need to update the insurer if my health or occupation changes?

You do not need to update us if there are changes to your health or occupation once you have been accepted for the insurance. We will assess your situation at the point of application and your insurance will be based on your circumstances at that time. Your insurance cannot be cancelled by the insurer if your situation changes.

However, if your circumstances change for the better, for example because you have moved to a lower risk occupation or you have quit smoking, you could be entitled to a lower premium. In this case, you can request an alteration of policy based on the change in circumstances.

For example: John was a carpenter when he first took out insurance, however after a number of years he has transitioned to an office-based role within the construction industry. 

John is now eligible to alter his policy, which could decrease his premium as he has moved from a manual role to an office-based role.

If I make a claim do my premiums increase?

You will never be singled out for a premium increase because you've made a claim. Your premiums will increase as usual according to the factors set out in the relevant Product Disclosure Statement (PDS), such as increases due to your age, general rate rises and increases due to indexation.

Do I need to continue to pay my premiums if I was to go on claim?

If you’re receiving payments for Income Protection, you will no longer pay these premiums while you are claiming a benefit. However, you will still pay life insurance premiums as well as premiums for total and permanent disability, and recovery (critical illness) insurance unless you have selected the Premium Relief Option.

What happens to my insurance benefit through super if I do not make a binding nomination?

If you do not make a binding beneficiary nomination , the super trustee will decide who gets your benefits when you die. Usually benefits are paid to dependents, after taking your wishes into consideration.

See 'What is the difference between a non-binding and a binding nomination?'

What is the difference between a non-binding nomination and a binding nomination?

If you’re holding your insurance within your super, you’ll be asked to nominate a beneficiary – the details of the person (or people) who will receive the life insurance money if you pass away. You have the choice to make a binding or a non-binding nomination.

Binding nomination – This is a legally binding statement which the trustee will use to know who your money should go to if you pass away.

Non-binding nomination – This is not legally binding. The trustee will take your non-binding into consideration when making the life insurance payment on your behalf, in addition to other aspects of the law.

Can I hold Critical Illness and Trauma Insurance through my super?

It is not possible to set up Critical Illness and Trauma Insurance through your super. This is a legislative requirement aimed at ensuring your benefits do not get held within the superannuation system when you need to access them, so it applies to all insurance providers.

What if the condition I claimed for is excluded from the policy?

If the condition you claim for is excluded from the policy, then we will not be able to pay your claim.

What happens to my policy if I was to move overseas?

TAL provides you with worldwide cover. If you’re travelling abroad, or you move abroad, you will continue to be covered by the terms you set up when you bought the policy.

However, if you have Income Protection Cover, please note that some terms of the cover may be affected if you are overseas when you need to make a claim. 

Corporate Insurance Partners

Notice of assignment of life insurance claims liabilities of Integrity Life Australia Limited to TAL Life Limited

TAL Life Limited (TAL) gives notice that the Australian Prudential Regulatory Authority has granted its approval of the assignment of certain life insurance claims liabilities from Integrity Life Australia Limited (Integrity) to TAL. This has been done under s27A of the Life Insurance Act (1995) (Cth) (Assignment). Read more >

 

Complaints

How can I make a complaint and how does TAL manage complaints?

For information on how to make a complaint, please view the TAL Complaints Management Process and TAL Complaints Policy.

What if I have an unresolved complaint related to privacy?

You can also contact:

The Office of the Australian Information Commissioner

GPO Box 5218

Sydney NSW 2001

Phone: 1300 363 992

How can I opt out of telemarketing calls?

You can opt out of telephone marketing by contacting us on 1300 209 088 or via our online form.

Investments and Super

How can I make extra contributions to my super or investment policy?

Depending on the product you have with us, you may be able to make additional contributions by cheque, direct debit and BPAY® (Registered to BPAY Pty Ltd ABN 69 079 137 518). To confirm if your policy accepts additional contributions and the payment options available, please phone us on 1300 209 088.

How can I claim or rollover my TAL investment benefits?

Please contact us on 1300 209 088 or email us at [email protected] and we can send you a Benefit Payment Form.

Tax time

What is an Income Protection Summary?

An Income Protection summary (IP summary) is a document for Non-Super Income Protection policies that contains information regarding the amounts you have paid for your Income Protection policy during the financial year ending 30 June 2025. We recommend you take this IP summary to a registered tax agent when preparing your tax return.

What is an Annual Statement?

An Annual Statement for Super policies is a document that contains a summary of your insurance cover through TAL Super, including details of your insurance benefits, contributions, rollovers, nominated beneficiaries and important information about TAL Super. An Annual Statement for SMSF policies is a document that contains a summary of your policy and details of your insurance benefits. This statement is for general information only and does not constitute an Annual Statement for the purposes of Section 1017D of the Corporations Act 2001 (Cth).

What is a Notice of Intent to Claim a Tax Deduction?

The Notice of Intent to Claim a Tax Deduction statement relates to your potential eligibility to claim a tax deduction for personal contributions to your super. We recommend you take this ‘notice’ to a registered tax agent when preparing your tax return.

When will my IP summary become available?

We expect to send your Income Protection summary by 30 July 2025.

When will my Annual Statements become available?

We expect to send your Annual Statements by 30 July 2025.

When will my Notice of Intent to Claim a Tax Deduction become available?

We expect to send your Notice by 6 August 2025.

How can I access my IP summaries, Annual Statements and Notice of Intent to Claim a Tax Deduction?

If you have given us your email address, we will send it to you via email if you have opted for digital preference. If not, we will mail them to the address we have on record. A copy of these documents should also be available for quick download in myTAL from 6 August 2025. Please click here for more information and to check your eligibility to use myTAL self-service website.

 

Can my financial adviser access a copy of my IP summary, Annual Statement and Notice of Intent to Claim a Tax Deduction?

Yes, we anticipate that your adviser will be able to access a copy of the documents relevant to your policy by 6 August 2025.

I haven’t yet received my IP Summary. Who do I contact about this?

There are a few reasons you may not have received an IP summary including:

• Your Income Protection cover is funded through superannuation;
• You did not pay any premiums during the 2024-2025 financial year; and/or
• You made an Income Protection claim during the 2024-2025 financial year.

You may wish to check with your financial adviser to understand whether any of the above applies to you.

I haven’t yet received my Annual Statement. Who do I contact about this?

We recommend you wait until 30 August 2025 for statements to reach you. If you haven't received your Annual Statement by this date, please get in touch with TAL.

I made a claim in the 2024-2025 financial year and haven’t received my IP summary. How do I organise one for my policy?

If you have made a claim within the financial year, you will receive your summary by mid-August 2025. We recommend you wait until 30 August 2025 for the summary to reach you.

Will I receive an IP summary for my Life Insurance, TPD or Trauma Insurance policies?

No, you will not receive an IP summary for any other insurance policies. Summaries are only available for Non-Super Income Protection policies, as these premiums may be tax-deductible. If you hold Life or TPD insurance through your superannuation fund, you may receive an annual member statement from your fund. This will show insurance premiums paid, but these are typically not tax-deductible for individuals. For information specific to your circumstances – including what may be deductible – please speak with your financial adviser or tax agent. Contact us or find a Financial Adviser Chat to us

How can we help?

You can select from the options below, or call us on 131 825.

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2026 © TAL Services Limited a Dai-ichi Life Group Company.

"TAL is Australia's leading life insurer" based on Inforce premiums for risk only life insurance policies, NMG Consulting (2023).

Any financial product advice is general in nature only and does not take into account any person’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for any person should be considered, having regard to those factors. Persons deciding whether to acquire or continue to hold life insurance issued by TAL should consider the relevant Product Disclosure Statement (PDS). The Target Market Determination (TMD) for the product (where applicable) is also available. Life insurance issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848.