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.”
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