Additional support for your customers during COVID-19

We’ve been working on even more ways to help

As we continue to adapt to the impact COVID-19 is having on our day-to-day lives, we’ve been working on more ways that we can help support your clients to navigate the challenges that have been thrown their way.


As you would be aware, last month we launched our additional support for those customers who are experiencing financial hardship brought on by the pandemic. But we know the pressure extends beyond financial matters, which is why we’ve adapted two of our claim services to make them available for those who might need support with their emotional and mental health, or if their job has been impacted as a result of the current crisis.


We’ll be emailing your TAL clients shortly to let them know about these new services. As always, please get in touch with your TAL Business Development Manager or our Adviser Service team if we can be of any assistance. 


Kind regards,


Niall McConville

General Manager, Retail Distribution



In these unprecedented times, we’re here to help

For your customers experiencing financial hardship due to COVID-19, we’ve added to our existing financial hardship arrangements to offer additional support during the pandemic. Customers may be eligible to temporarily reduce their cover (with an option to increase it again without medical and financial underwriting within six months), or pause their cover for three months at a time up to a maximum of 12 months.

For further information on the support available, please click here.

Additional financial hardship client communications

We have seen a steady take-up of our additional financial hardship support options since launch, but we want to ensure that all clients who need the help know it’s available. That’s why we’ve added additional communications to those for whom a premium payment has dishonoured, and those whose policies have recently lapsed, to ensure they’re aware that these options may be available to them.

We’ll also be including information about our hardship support in our upcoming TAL customer email.



Supporting your clients through life’s challenges

With the significant restrictions that COVID-19 has placed on the lifestyle we’re used to, many of your clients may be feeling a sense of loss or even grief at this time.

That's why we've set up a new Wellbeing Support service provided by an external specialist provider, Assure Programs, for any of your TAL clients and their immediate family who might need support with their emotional and mental health as a result of the current crisis. This service is available 24 hours, seven days a week. Each person can access three one-hour confidential sessions free of charge.




If your client’s job has been impacted, we want to help

While we cover your clients when they are unable to work due to illness or injury, there are thousands of Australians who have lost their jobs and livelihoods due to COVID-19, despite never even being diagnosed with the disease.

That's why we've created a new bespoke Career Support service to support your TAL clients who may have had their job impacted as a result of the current pandemic. We’ve engaged a specialist external provider who will hold three phone-based coaching sessions to help your clients with the support they could need to get back into the workforce including:

  • reviewing their current CV and providing recommendations on how to stand out,
  • assessing experience, skills and expertise to identify if there are opportunities to transition to a different business or industry, and
  • supporting them to prepare for job interviews, and helping them to put their best foot forward.



Client communications

We’ll be writing to your TAL clients who have an email address on file with us in the coming days to let them know about these new support services. If you'd like a copy of this communication, please reach out to your local Sales Development Manager.



As always, please contact your local TAL Sales team member, of call the Adviser Service Centre on 1300 286 937 if you need any assistance or support from us.



IMPORTANT INFORMATION: This information has been prepared for use by licensed advisers in their professional capacity only, and is not intended to be provided to nor used by your clients for the purposes of making a decision about any financial product. Any advice is general in nature only and does not take into account your client’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for your client should be considered, having regard to those factors. Before deciding to acquire or to continue to hold life insurance issued by TAL, advisers and their clients should consider the relevant Product Disclosure Statement available at

This information is current at May 2020 and may be subject to change.

Life Insurance issued by TAL Life Limited GPO Box 5380, Sydney NSW 2001 ABN 70 050 109 450 AFSL 237 848 (TAL)

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