Listening to understand

Ensuring we have a clear view of the most important issues affecting our customers, our partners, our people and the wider community we serve is an important part of how we operate. To achieve that, we facilitate transparent ongoing dialogue across all of our stakeholder groups.

Listening to our customers

8,000

customers on average provide us with feedback on their experience each month

We actively listen to our customers to seek to understand and ensure we are meeting their needs. We do this in a variety of ways:

  • We have a daily customer listening program that provides our senior leaders with direct customer feedback through customer NPS surveys and customer verbatim feedback.
  • 8,000 customers on average provide us feedback on their experience each month, covering more than 70 customer experience touchpoints.
  • 3,975 customers gave us feedback about their claims experience last year.

Our Consumer Consultation Board

TAL’s Consumer Consultation Board is a regular forum with external bodies representing the interests and voices of Australian consumers. Chaired by our CEO, the Board facilitates strong ongoing engagement between TAL’s senior leaders, consumer groups and industry stakeholders. Over TAL’s 2020 financial year, the Board discussed topics such as the support that life insurers can offer for customers during the pandemic, and Individual Disability Income Insurance (IDII) product design for sustainability.

Listening to our superannuation fund, financial adviser and corporate alliance partners

“Excellent/Top Tier” reputation with all our partners based on the independently verified RepTrak® survey

We gather feedback from our superannuation fund, financial adviser and alliance partners through the independent RepTrak® survey¹. In TAL’s 2020 financial year:

  • 329 key stakeholders across our partners provided feedback on our business and reputation.
  • 5,494 advisers gave real-time feedback on the way we support them and their customers.
  • 86/100 “Excellent/Top Tier” reputation with all of our partners.
  • 91/100 reputation score with our superannuation fund partners.
  • 88/100 reputation score with our alliance partners.
  • 79/100 reputation score with our adviser partners.

Collaborative partner forums

Regularly bringing together our financial adviser partners and superannuation fund partners encourages the exchange of ideas and insights on important industry topics. We hosted several partner forums over TAL’s 2020 financial year to discuss how we can best support customers through COVID-19.

Industry and regulatory engagement

Industry bodies, regulators, Government and consumer groups are all key stakeholders for TAL. In the last year, we actively participated and led discussions in Government (Treasury) consultations and engaged with the Australian Securities and Investment Commission (ASIC), the Australian Prudential Regulation Authority (APRA), the Financial Services Council (FSC), the Australian and New Zealand Institute of Insurance & Finance (ANZIIF) and the Association of Superannuation Funds of Australia (ASFA) on important industry developments. This engagement focused on legislative changes such as APRA’s sustainability reforms for Individual Disability Income Insurance (IDII), the introduction of the Unfair Contracts regime to life insurance, proposals to modernise provisions of the Life Insurance Act, Choice and Access to Life Insurance, and industry support for COVID-19.

Hearing from our people

82%

of our people feel a sense of belonging at TAL

We don’t just encourage our people to shape our culture, we depend on it, which is why we actively listen to our people in a variety of ways:

  • We regularly seek our peoples’ feedback through our Employee Insights Surveys to understand what we are doing well and areas for improvement.
  • We host a quarterly ‘TAL Together’ town hall session to encourage open discussions between our people and the CEO and Executive Team.
  • TAL’s Health and Wellbeing Committee focuses on initiatives that support our people’s physical, mental and financial health.
  • A recent Employee Insights Survey confirmed 82% of our people feel a sense of belonging at TAL.

Disclaimer: 1. TAL’s 2020/21 financial year Corporate Reputation Report.