Review Time
A significant portion of votes are 1 star, primarily from mid-2025, while there are a few 4/5 star ratings before that. What has happened? I’m firmly in the 1 star camp unless there’s a change. My income protection claim was submitted on 20/11/2025, and I feel like I'm being treated unfairly. In my line of work, we prioritize empathy and kindness for vulnerable customers, yet my experience with this service has been quite the opposite. Many of us are struggling financially and have been for months, with no support from family or friends. I’ve gathered all necessary documents and incurred expenses for medical visits to get them signed. Despite having medical evidence from multiple doctors stating I can no longer work the same hours, my claim is at risk due to a 'backdated' medical certificate. The information in my pro fair letter was incorrect, claiming I’m seeking permanent total disability when I've clearly stated I can work limited hours. I’ve had to chase up many details myself, and after thinking my claim was progressing, I found out I needed additional paperwork without any prior notification. This process has been distressing and contrary to the support that income protection should provide. I won’t be reaching out through the usual channels; I expect the company to contact me instead. I've already followed up via email regarding my claim, and if it is declined or the payment is unfair, I will escalate this matter further. In past communications, the service has been urged to treat customers with decency and fairness, but that has not been my experience.
I was diagnosed with cancer and submitted a claim for income protection with AustralianSuper who then reffered me to the terrible TAL. While I understand that verification is necessary, the process felt unnecessarily stressful!! And how crazy to be treated like my condition was being questioned!! You are a number to these guys & they show it... Yes I have cancer and was thrown straight into chemo a month after diagnosis, i gave all the evidence to prove it, forms & doctors notes!! It was never enough!! The claim process was overwhelming and upsetting and I ended up giving up on the claim. It's clear that they purposely make it difficult for members to access support when they need it most. Going through a serious illness is already challenging & dealing with this process made it even harder.If this is the level of support Australian Super provides for insurance claims, I will be changing superannuation funds to once I am able to return to work. Will also be warning others about my experience with this & by looking at these reviews It's not just a one off. Delay - exhaustion - silenceDon't bother with the copy and paste "we are sorry' Tal ... I just hope other people read this and avoid your insurance company for their own sake.
12 weeks.That’s how long you can expect to wait for any payment (if you’re lucky) when you take out an income protection policy with TAL.A close family member took out this policy purely for peace of mind. At the time of purchase, he fully disclosed a prior knee injury that had been surgically corrected. The third-party salesperson assured him repeatedly that this would not affect any future claim.Fast forward more than a year later — he suffers a serious, unrelated injury that left him: • completely unable to work (he’s a concreter), • unable to drive his manual vehicle, • bed-ridden, • and immediately advised by doctors that he could not return to work under any circumstances.He was placed on a prioritised public hospital surgery waitlist — yet somehow this still isn’t enough for TAL to process a claim.What followed has been months of exhausting back-and-forth. TAL requested every piece of documentation imaginable, including medical records from several years ago and from another country, many of which have no relevance to the current injury. Despite how unreasonable these requests were, every single one was provided.Once TAL ran out of ways to delay the claim through documentation, communication simply stopped.Initially, we were dealing with a staff member named Chantelle, who was helpful and transparent and I would like to preface by saying she is not the cause of this review. Chantelle advised me that she would go on annual leave and her direct manager would take over the claim.Since Chantelle has left, this claim has become a complete nightmare.Calls go unanswered. Messages are allegedly “left for the manager.” Promises of call-backs by end of day are never honoured. Weeks pass with no communication at all, and we don’t even know the current status of the claim.The real-world impact? • 12 weeks with no income • An eviction notice issued • A vehicle repossession notice • Borrowing money just to buy food and feed his dogsThis is someone who did everything right. Paid premiums. Disclosed medical history. Followed every instruction. And now stands to lose everything because of TAL’s delayed and dysfunctional processes.TAL does not appear to care about wellbeing.They do not appear to care about housing security.They do not appear to care about the people behind the policies.At this point, this company feels less like an insurer and more like a system designed to avoid paying claims.If you’re considering income protection, do yourself a favour and look elsewhere.TAL — if you are monitoring these reviews, you already have my contact details. I am still waiting to hear from a manager.
TAL is uncommunicative. All they know is to send you emails about arrears apart from that they're useless and a rip off. I lodged a complaint with AFCA but unfortunately as always Big Brother wins. They have been laxed in their dealings with me. But of course because you have entered into a 'contract' you are screwed. Companies like TAL use their legal muscle to screw little people and we have no recourse.
58% voted 1 star and majority of the votes from mid 2025 prior to that there’s a fair few 4/5 stars. What happened TAL? I’m the 1 star vote unless something changes. My claim for IP was lodged 20/11/2025. I literally feel like I’m being treated like a criminal, I understand policies and procedures. In the business I work with when we identify a ‘vulnerable’ Customer we ensure they are treated with empathy, kindness and no judgement. TAL your customer base is 100% vulnerable customers and in my IP experience I’ve been made to feel absolutely crap about the whole thing, I’ve got nothing against my Initial Rep Bvada and now my new Rep Shreyda whose taken over halfway through and most likely has review absolutely everything, they’re just doing the job how they’ve been taught, and it appears that TAL hasn’t taught empathy and understanding to vulnerable situation. Like majority of the 1 star reviews, we’re either on no income or next to no income and been like so for many months, I’ve no family or friends that can help me and like in one comment it feels like ‘delay- delay- delay-‘ I did my part gathering ALL of my documents, and I too am also out of pocket for drs visits to get documents signed, medical reports and so forth. My claim most likely won’t go through I’ve been advised, because I have a ‘backdated’ medical certificate so it’s not deemed an ‘official incident date’ yet my multiple Drs and Psychiatrist who’ve seen me for years with the same prognosis all state that I can no longer work the same hours I had been doing for 20years TAL has all of the medical evidence, they literally now know me better than my parents but still fixate on the medical certificate. My pro fair letter was all wrong, they state I’m seeking permanent total disability when Ive stated multiple times throughout the months I am able to work hours to a degree, and when I original started the claim I had to correct multiple times the information provided that had been keyed in wrong. I’ve had to follow things up myself also, I thought my claim investigation was finally coming to an end on the 7th January I hadn’t heard anything all my docs were sent and then randomly I went onto the portal to check in, where I see that I now needed a Drs statement (basically a functional assessment) I saw it after hours so was unable to get the form, I never recieved a phone call to notify I needed it, so the next morning I had to spend an hour OTP trying to source this paperwork to take to my drs which coincidentally was at 9.15 that morning, I should never have had to find it ‘by mistake’ and my rep should be with me 100% of the way. I am vulnerable and I need assistance! Income protection should have been there to support the people who need it most when they need it most, but in-fact it’s been quite the opposite distressing horrible process.I know I’ll get a comment stating to reach out and call the 1800 number or email the customer resolutions team. No I will not be doing that, you can reach out to me. I sent an email today at 13:03 on 20/01/26 to follow up on my claim because yet again I’ve heard nothing. I know the steps, I’ve sent my response for the ProFair 1 week ago, and if it gets declined/ or unfair payment amount we will go to internal dispute resolution team, the next step after that will be AFCA. In the words of TAL court hearing from 2019/2020 I believe, TAL to the 2nd insured should “ treat her with decency and fairness.”
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 monthsDeflect - they tried to use a different reason for my claimDeny - 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.
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