tal.com.au Bewertungen 

A few months ago, I lodged an income protection claim through Aware Super. Unbeknownst to me, Aware Super outsource all of their claims to an external insurance company- this is where TAL comes in.

After months of back and forth, extremely poor communication and mountains of paperwork, I have finally given up. Below is the email I wrote to my claims manager, whose job I believe is to delay claims as long as possible before finally denying them. The email speaks for itself.

“This claim process has become too hard for me to continue, and it’s been really quite stressful for me to manage at a time when I desperately needed support.

It is disappointing that, despite providing countless documents, payslips, medical records, letters and proof of my illness, the claim has been dragged out for months on end only for TAL to request more documents and information and proof of identity, even though I had already submitted my proof of identity through my super fund.

Unfortunately, it seems the system is not set up to assist or support people such as myself, who came away from a period of workcover only to develop a chronic autoimmune condition that has seen me spend almost an entire year in debilitating pain with crippling fatigue, unable to perform the duties of my usual profession.

I have made every effort to explain this to TAL, with no real understanding other than to be told about the specific wording in the ‘policy’, which completely disregards anyone who finds themselves in my unique position.

The fact that it has been so black and white from the beginning makes it clear to me that this claim was never going to be approved, and I have had to jump through hoops every step of the way. I have been asked to provide one thing, only to then have another five things added to the endless list of requirements.

I made this claim back in June 2025, it is now September 2025. It should not be this difficult for a customer who has consistently paid for income protection cover over many years, who genuinely needs financial support, to be able to access that support within a reasonable timeframe. I needed the help months ago and I’m still jumping through hoops to satisfy a line in a policy that was never set up to consider someone in my position.

It is disappointing to say the least, and the stress of it all has only made my condition worse. I am sorry for the many other people out there who paid good money to protect their income, only to find themselves drowning in a sea of paperwork and red tape to the point that they simply had to give up.

I will be sending this as a formal letter of complaint to both TAL and Aware Super, however I do not have high hopes that anything will change as a result of my experience.

At a time when I have been at my most vulnerable and most disabled, I am left feeling that I am just a number, another person who couldn’t get their claim over the line because of a lack of understanding of the nuance of my situation.

Please consider this email a formal withdrawal of my claim. I guess TAL won after all.”

No stars for this "insurance" company.

I made a claim for income protection and it was denied based on an exclusion that wasn't valid. I now have had to put in a complaint to AFCA(up to a two year wait now) and try and resolve my claim that way.

It took them six months to "process" my claim and I got denied. In that process they used the classic the insurance "D's", delay, deflect, deny. I spent days collecting paperwork, filling out forms, spending money on doctors having to fill out forms($150), going to a JP to get CTC of documents. It was all unnecessary but I did it because that's what they wanted.

Delayed - six months
Deflect - they tried to use a different reason for my claim
Deny - they used an exclusion that wasn't relevant trying to say I was blind, but its amazing how I could still read books, drive a car, basically lead a normal life, just not work in my chosen field.

This insurance company is a scam.

Couldn't complete my claim via their website as you can't verify your identity when it won't let you use alphanumerics to give you driver's license card number. The form insists on numerals only. Couldn't verify with passport either. No idea why, but it may have been asking the wrong questions since passports don't have your address on them.
Support number doesn't go to TAL, but to my super company. Try to make the claim over the phone. Get told that as my disablement was likely caused by an infection (although I have no idea how that could be proven either way) before I had cover automatically sold to me, the claim would be rejected.
I was able to work almost full time for over a year before my condition got worse. I had no way of knowing ahead of time that it would happen. (Medical advice was that I would recover.) TAL took on that liability when they forced the policy on me. That is the point of insurance.
Nothing in the information provided, or that I can find myself, indicates that I would not be covered. Unsurprisingly, I would have terminated the contract if I had known that was worthless.
Oh, but I can't terminate it. The website won't let me do anything due to an incomplete claim. I can't even open the claim due to an incomplete claim.

If you had experienced what I’ve been through, you’d understand. I don’t want to sound like I’m complaining, but this has been one of the most difficult insurance companies I’ve ever dealt with.

So far very happy with the customer service..

Good company to deal with, fast and easy

The Service provider Alexander Truong best service and help me all the way to re-review my policy and get cover of my Life insurance.

Chirag Narendrabhai Shah

Great customer service and also price was excellent compared to other insurance companies.

I very much disliked the fact that the initial amount of coverage per month after filling out all the questions was around $8000 a month for income protection then based on that same info the actual cover I got was more like $5000.
Very misleading and if I didn’t need he cover so quickly or can find someone better il be changing in a heartbeat

Poor communication in dealing with different people for one insurance policy. Especially trying to add the child critical illness policy onto the life insured owners policy and after 3 months of email queries, phone calls and 1 application- still no outcome. Not good at all.

TAL are amazing. Largest life insurance company in Australia. Don’t waste your time with the smaller companies. The process from enquiry to policy was fast and the representative was an amazing guy. He answered all my questions and was extremely knowledgeable. Whole experience was first class, I wouldn’t use anybody else.

Discriminatory. If you are not in ideal BMI then dont even bother applying - they will refuse to even offer you a policy or even other options. They are strict with BMI, despite many different builds

AVOID and dont waste your time

Also have had few patients who have been through them and the claim process is horrendous!

Absolutely no customer service whatsoever. Endless wait to finally get through to overworked Telephone Customer Service Reps who try their best, but when unable to answer technical questions, their "Team Leaders" or Managers refuse to speak to customer claiming, "We can't tell them the answer to that; we don't know the answer."etc.

Send them multiple emails requesting a straightforward written reply to very basic, simple policy related questions, and they completely ignore such requests, and fail to provide adequate answers. File formal complaint, and then they claim it will take more than half a month to provide to a customer who's shelled out $10k's over many years to them, with very basic copy and paste of information, or even the relevant part/s of policy document that they are relying upon when preventing a customer from nominating a binding beneficiary for the proceeds of their life insurance policy!

Absolutely unsatisfactory customer service on every level.