Full-Time
Claims Consultant
Group Claims, Aussuper
TAL Services
1,001-5,000 employees
Life insurance specialist across multiple channels
No salary listed
Melbourne VIC, Australia
Hybrid
Hybrid role; partial on-site in Melbourne, Victoria, Australia.
 Operations & Logistics (1) |
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- Life insurance claims management experience within Group policy - IP and/or TPD claims experience OR Workers Compensation or Return to Work claims management experience with an Allied Health background
- Strong analytical, problem-solving & time-management skills
- Excellent communication & empathy to support customers during challenging times
- Solid understanding of injuries, illnesses and treatment
- Independently managing a portfolio of TPD and IP claims end-to-end
- Assess, analyse, calculate and finalise claims payments
- Active engagement of external treating doctors, rehabilitation consultants as well as in house medical and legal specialists and delivering timely outcomes for our customer
- Provide exceptional customer service in accordance with our philosophy, policy and claims procedures
- Participate in case conferences, peer case discussions, and instructing third party service providers
TAL Services is Australia’s leading life insurance specialist, protecting people and their families for over 150 years and insuring more than 5 million customers through direct-to-consumer, adviser, and group/workplace channels. It sells life insurance policies that pay out in events like death or serious illness, delivered via direct purchase, advice-based purchases from financial planners, or coverage embedded in group schemes. Its strengths come from a long history, large customer base, and a broad distribution model, along with the backing of the Daiichi Life Group for stability and scale. The company’s goal is to help customers secure their families’ financial futures by making life insurance accessible through multiple channels.
Company Size
1,001-5,000
Company Stage
N/A
Total Funding
N/A
Headquarters
Australia
Founded
1990
Get referred to TAL Services
See people who can refer or advise you
Simplify's Take
What believers are saying
- May 2026 AustralianSuper digital claims reached 35% initiation, expanding low-cost servicing.
- August 20 2026 Alexis Denby promotion deepens customer, health, and community strategy.
- June 2025 TAL bought 19.9% of Challenger, strengthening retirement-income distribution leverage.
What critics are saying
- August 2026 AFL?? no, AFCA ruled TAL cut income-protection payments unfair in 2025.
- ASIC's 2019 TAL claims case still defines scrutiny around disclosure and claim handling.
- Claims-trust erosion could trigger APRA oversight and partner churn across super fund channels.
What makes TAL Services unique
- April 2026 Microsoft deal gives TAL Azure data consolidation and AI engineering depth.
- TAL Connect cut AustralianSuper digital claim lodgement times 80% by May 2026.
- TAL partnered with Hub24 in 2026 on lifetime retirement income solutions.
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Benefits
Flexible Work Hours
Company News
TAL names chief customer and health officer. The latest issue of Financial Standard now available as an e-newspaper Executive Appointments | / | / | / | / | TAL names chief customer and health officer BY VINNY VUCAGO | THURSDAY, 20 AUG 2026 11:30AM TAL has promoted its general manager of consumer and growth as chief of customer and health officer, as the life insurer moves to bring customer experience, health outcomes and community engagement closer together. TAL has announced the appointment of Alexis Denby to the role of chief customer and health officer effective 1 October 2026. In her new role, Denby will join TAL's executive team and oversee customer experience, brand and community initiatives. The appointment comes as TAL seeks to expand its role beyond claims, payments, including its response to the growing community impact of mental health and the support provided to customers through prevention and recovery. TAL group chief executive and managing director Fiona Macgregor said the appointment reflected the importance of customer and health outcomes to the insurer's future. "Lexie is a highly respected leader who combines deep customer insight, commercial acumen and a genuine passion for improving outcomes for customers and their families," Macgregor said. Denby has more than 20 years' experience across customer strategy, digital transformation, brand, partnerships and growth. Having joined TAL in 2014, she most recently served as general manager, consumer and growth, where she led initiatives to evolve and digitise TAL's consumer business and develop new propositions and sales channels. In her new role, Denby will also represent TAL in engagement with consumer groups, mental health organisations, government and industry bodies, including the Council of Australian Life Insurers (CALI) and TAL's mental health action and consumer consultation groups. Before joining TAL, Denby held senior sales, marketing and digital roles at GE Capital and Telstra, including work spanning digital customer experiences, acquisition campaigns and growth across multiple markets. Macgregor said Denby had consistently challenged the insurer to rethink customer needs and strengthen its customer support for Australians. "Her curiosity, challenger mindset and commitment to continuous improvement will be invaluable as we continue to evolve our business and deliver on our purpose of protecting people, not things," Macgregor said. Denby said the role would allow her to build on TAL's focus on supporting customers and their families. "Like so many in this industry, I have experienced firsthand the impact protection can have on families, and this motivates me every day,' Denby said. "My passion for continually questioning and evolving to meet customer and partner expectations means I'm delighted to have the opportunity to lead a team focused on innovation, great service and better outcomes." Read more: TAL, Alexis Denby, Council of Australian Life Insurers, Fiona Macgregor VIEW COMMENTS Related News | | | FEATURE | Group insurance | Dusk to dawn | | | | Brighter Super launches lifetime income product in accumulation phase | | | | Netwealth tightens trustee oversight with new hire | | | | Super funds should not be asked to fund the CSLR: ASFA | | | | HUB24 FUA soars over $164bn | | | | FEATURE | Retirement | A layer of confidence | | | | Aware hikes fees for former TelstraSuper members | | | | Final report into Life Code makes 85 recommendations | | | | Top campaigns of the year recognised at MAX Awards | | | | Lack of awareness impacts retirement satisfaction: TAL Editor's choice. Assistant treasurer Daniel Mulino will forge ahead with the New Class of Advisers (NCAs) as part of highly anticipated Delivering Better Financial Outcomes (DBFO) reforms and laid out a blueprint of how the Compensation Scheme of Last Resort (CSLR) will be fairer for financial advisers. Munro Partners will acquire GSFM, the Australian investment fund management affiliate of CI Global Asset Management, in a deal designed to strengthen its local distribution capabilities. Treasury has opened a consultation to review existing conditions required for foreign investment approvals in Australia. Australians are approaching retirement with growing uncertainty about how superannuation and the Age Pension will work together, with new research pointing to gaps in both preparedness and confidence. Videos. Further Reading
TAL's Alexis Denby promoted to chief customer & health officer. Published on: 20th August 2026 at 10:53 AM Australian life insurance provider TAL has promoted Alexis Denby to the role of chief customer and health officer after spending more than 12 years with the company. Denby will lead TAL's customer and health strategy, bringing together customer advocacy, health engagement, customer experience, brand and community engagement, with a focus on delivering better outcomes for TAL's customers and partners. As TAL's chief customer advocate, Alexis will lead efforts to ensure customer perspectives continue to shape TAL's products, services and decision-making. She will lead engagement with consumer groups, mental health organisations, government and industry bodies - including the Council of Australian Life Insurers (CALI), and TAL's mental health action and consumer consultation groups - to advance better health, recovery and financial outcomes across the community. A key focus will be TAL's response to the rising community impact of mental ill health, and evolving the support the life insurer provides beyond paying claims, from prevention to recovery. Through a career spanning more than 20 years, Alexis has built a reputation for championing customer needs, challenging conventional thinking and driving meaningful change. Since joining TAL in 2014, she has held a number of leadership positions across customer strategy, digital transformation, brand, partnerships and growth. Most recently Denby was general manager of consumer and growth. She has played a significant role in evolving TAL's customer propositions and experiences, building better understanding, engagement and support of Australians throughout their life insurance journey. TAL Group CEO and managing director Fiona Macgregor described Denby as "a highly respected leader who combines deep customer insight, commercial acumen and a genuine passion for improving outcomes for customers and their families". "Throughout her career at TAL, she has consistently challenged us to think differently about customer needs and helped strengthen the way we support Australians when they need us most. She has built strong relationships with our partners and stakeholders and brings a deep understanding of the important connection between customer experience, health and recovery outcomes and trust." "Her curiosity, challenger mindset and commitment to continuous improvement will be invaluable as we continue to evolve our business and deliver on our purpose of protecting people, not things." "I am delighted to welcome Lexie to this role and to TAL's Executive Team." Alexis Denby said: "Like so many in this industry, I have experienced firsthand the impact protection can have on families, and this motivates me every day." "TAL's commitment to protecting Australians and supporting them and their families when it matters most resonates deeply with me." "My passion for continually questioning and evolving to meet customer and partner expectations means I'm delighted to have the opportunity to lead a team focused on innovation, great service and better outcomes. This is an exciting time for our business and for the life insurance industry, and I look forward to contributing to our future growth." Her new role kicks off in early October. Join more than 30,000 advertising industry experts Get all the latest advertising and media news direct to your inbox from B&T.
Netwealth tightens trustee oversight with new hire. The latest issue of Financial Standard now available as an e-newspaper Executive Appointments | / | / | / | / | Netwealth tightens trustee oversight with new hire BY MATTHEW WAI | WEDNESDAY, 29 JUL 2026 11:11AM Netwealth has created a new role to strengthen its trustee oversight, governance, and member-focused leadership capability. Mel Jose has joined Netwealth as general manager, office of the trustee, leading the existing office of the trustee team and supporting the trustee board to strengthen governance practices, the platform said. Jose joined from TAL, where she was most recently the head of partnerships, working closely with Aware Super. Before that, she was the general manager of product, super retirement, insurance solutions at Rest, and senior manager, investment governance at NGS Super. Earlier in her career, she held roles at AMP, Colonial First State, Perpetual Investment Management, BT Financial Group, and Westpac. Netwealth said Jose's appointment reinforces its ongoing investment in experienced leadership and robust governance as the company continues to deliver long-term value to clients and advisers. "Throughout her career, Mel has built a reputation for delivering strategic outcomes across product, investment governance, regulatory change, risk management, and business transformation," Netwealth said. "She has established and led high performing teams, and worked closely with boards, executive leadership teams, and regulators to deliver strong and focused member outcomes." Commenting on her appointment, Jose said: "I am delighted to join Netwealth at an exciting stage of its journey. Netwealth has built an outstanding reputation for innovation, client service, products, and strong governance." "I look forward to working with the trustee board, executive team and my colleagues across the business to continue delivering exceptional outcomes for members, while supporting Netwealth's continued growth and strategic ambitions." Read more: Netwealth, Mel Jose, Aware Super, BT Financial Group, Colonial First State, NGS Super, TAL, Westpac VIEW COMMENTS Related News | | | New alternative investment firm lands in Sydney | | | | Netwealth expands Morgan Stanley mandate | | | | TCorp chief investment officer retires | | | | Emerging markets, private assets lift NGS Super FY26 performance | | | | CFS strengthens managed accounts menu | | | | Special Feature: Beyond Safekeeping | | | | State Street IM Australian investments lead to retire | | | | Aware Super acquires $226m real estate investment | | | | Fight between SMC and FSC on super rages on | | | | HUB24 FUA soars over $164bn Editor's choice. Apex Group managing director for superannuation will leave his post in September, joining its technology partner in a C-suite capacity. Amid a ratings downgrade and possible governance issues concerning the Centuria Bass Credit Fund (CBCF), Morningstar predicts the property debt fund will be pulled from major investment platforms and unlikely receive new inflows. ETF Shares has reduced the management fee on its ETFS US Technology ETF (ASX:WWWW) positioning the fund as one of the lowest-cost options for Australian investors seeking exposure to leading US technology companies through the ASX. AustralianSuper has appointed Andrew Smith and Luke Smith as co-heads of Australian equities, effective immediately. Videos. Further Reading
AustralianSuper and TAL cut claim lodgement times by 80%. May 25, 2026 One year since TAL launched its digital claims option for AustralianSuper members, data from the insurer shows significant improvements in how quickly and easily members can access support. During the past 12 months around 35% of all AustralianSuper disability benefit claims covering IP, TPD, and terminal illness have been initiated digitally, said TAL. "The median time to lodge a claim online is now five business days, with TAL receiving IP claims submitted digitally around 80% faster than paper claims, and terminal illness claims around 60% faster," said TAL GM Group Partnerships, Paul Wallis. Wallis said member feedback consistently shows that making a claim is one of the most critical moments in a member's relationship with their super fund. The goal was always more than a faster claims process... "The improvements leverage TAL Connect and were designed around what members said they needed while keeping human support available for those who want it," said Wallis. He said around 30% of digital claims are also now lodged outside business hours. "The goal was always more than a faster claims process," he said. "It was about getting members to the support, recovery services, and care they need as quickly as possible and, whenever we can, helping them return to health and work." He added that further investment in the claims and underwriting experience is planned, "...to capture member feedback and drive ongoing improvements". AustralianSuper manages more than $410bn in members' retirement savings on behalf of more than 3.6m members from more than 485,000 businesses.
Longevity risk solution to be launched. Platform provider Hub24 has teamed up with life insurer TAL to develop a lifetime retirement income solution that is expected to be available on its platform in the first half of 2026. Hub24 explained the lifetime income solution would help advisers provide their clients with greater confidence and security throughout their post-work years by addressing one of their biggest concerns - the risk of outliving their retirement savings. This sentiment was reflected by recent UniSuper research, which found 68 per cent of Australians are afraid of running out of money in retirement. Further, Hub24's own analysis showed 52 per cent of pension members are only withdrawing the legislated minimum pension amount in an effort to manage their longevity risk. The new solution announced today is designed to allay some of these concerns by providing an income for life. "As a market leader, Hub24 has an important role to play in delivering solutions that enable financial advisers to support their clients through all the stages of their life, including planning for a fulfilling and secure retirement," Hub24 chief executive Andrew Alcock said. "We're delighted to be collaborating with TAL to deliver our innovative retirement income stream solution, providing more choice for advisers and their clients." The new solution is aimed at optimising outcomes for individuals if they transition from a lifetime super account to a lifetime income account when they retire. Hub24 also pointed out it could improve eligibility for means-tested age pension concessions depending on how early somebody adopts the solution. "We believe lifetime income solutions can play a fundamental role in helping more Australians achieve confidence in their retirement. We are excited to be working with Hub24 and the advisers using their platform to provide clear and accessible retirement options for their clients," TAL group life and retirement chief executive Jenny Oliver acknowledged. Hub24 also recently launched a platform and managed portfolio solution for clients with lower balances or less complex needs, called Discover, and Private Invest, which provides access to wholesale investment solutions for high net worth clients.