Supporting customer health

We want all Australians to live their best life through good health.

It’s for this reason that our approach to health is embedded right across TAL and our approach to health is personalised and tailored to individual customer needs.

Additionally, through the support of TAL’s Health Services team, we have partnered with the external medical community to bring health practice, recovery and expertise across the whole business.

When we look at health, we take a holistic approach: because it’s the balance of physical, mental, and financial health that is key to overall health and wellbeing.

  • Physical health

  • Mental health

  • Financial health

Our commitment to mental health

The importance of maintaining good mental health has become a key focus area for TAL.

Partnering with trusted voices

Partnering with trusted voices such as the University of Sydney Brain and Mind Centre to stimulate and challenge our thinking helps us navigate this complex area. This partnership, along with our work with SuperFriend, ensures we are using evidence-based solutions to manage the wellbeing of our customers and our people.

Better supporting Australians’ mental health

In 2020, TAL developed a Mental health and life insurance whitepaper aimed at stimulating stakeholder and life insurance industry discussions on mental health support, mental health policy, and the role of the life insurance industry in supporting and engaging Australians who experience mental health conditions. We shared this whitepaper with our partners and key government stakeholders, to contribute to the important discussions currently being had on mental health, including the role service providers – and, in particular, life insurers – can play in better supporting Australians in managing their mental health.

Our commitment to mental health

Partnering with trusted voices

Partnering with trusted voices such as the University of Sydney Brain and Mind Centre to stimulate and challenge our thinking helps us navigate this complex area. This partnership, along with our work with SuperFriend, ensures we are using evidence-based solutions to manage the wellbeing of our customers and our people.

Better supporting Australians’ mental health

In 2020, TAL developed a Mental health and life insurance whitepaper aimed at stimulating stakeholder and life insurance industry discussions on mental health support, mental health policy, and the role of the life insurance industry in supporting and engaging Australians who experience mental health conditions. We shared this whitepaper with our partners and key government stakeholders, to contribute to the important discussions currently being had on mental health, including the role service providers – and, in particular, life insurers – can play in better supporting Australians in managing their mental health.

Our mental health capability

Since 2017, TAL’s dedicated Head of Mental Health has enabled us to deliver and embed our mental health strategy for our people, our partners and our customers. In addition to delivering training for TAL’s Claims Consultants, our Head of Mental Health also provides mental health training and support for TAL employees and our partners.

TAL’s Mental Health Action Group brings together leading external mental health experts, including those with lived mental health conditions, to challenge conventional insurance thinking, support innovation and help TAL drive positive change across our product, underwriting and claims processes.

In 2021, TAL partnered with leading virtual healthcare provider, Teladoc Health, to offer additional mental health support to our customers. ‘Mental Health Assist’ can improve our customers’ mental health outcomes by fast-tracking access to a team of multidisciplinary mental health experts to support them and their recovery journey. Initially offered to a select group of TAL’s advised customers, and members with insurance through superannuation, ‘Mental Health Assist’ will be available in the coming year for eligible TAL customers on claim with a mental health condition.

Supporting mentally healthy superannuation fund members

To support the mental health of members, TAL regularly engages with our superannuation fund partners. In 2020, Headlight, our online preventative health tool that helps people navigate their mental wellbeing, was extended to eight of our superannuation fund partners to support those members who had accessed their superannuation through the COVID-19 Early Release Scheme, or those who were identified as financially distressed.

To date, Headlight has reached almost one million members across eight of our superannuation fund partners. With practical, evidence-based resources, Headlight adds new levels of engagement between members and their superannuation fund.

Supporting mentally healthy advisers and clients

Since 2019, TAL has conducted a series of workshops and developed a range of resources through the TAL Risk Academy, to help financial advisers reflect on and improve their mental wellbeing.

Facilitated by TAL’s Head of Mental Health, the support focuses on providing advisers with evidence-based tips to improve their personal wellbeing and support clients suffering from depression or anxiety.