Life Insurance and Income Protection Insurance complaints

Make a complaint

If you have a complaint, we want to know about it and take the opportunity to put it right. If you have a complaint about our products, staff, handling of a complaint or the services we’ve provided (including our obligations under the Life Insurance Code of Practice), please contact us to let us know your concerns.

We will do all we can to resolve your complaint as quickly as possible.

The first thing you can do is let us know what has occurred. You can:

One of our customer service consultants may be able to resolve the issue immediately or within 5 business days.

If our customer service consultant cannot resolve your complaint within 5 business days, they will escalate your complaint to the IDR team. You may also contact the IDR team directly by:

Phone: 1300 795 877 or +61 2 9081 6831 for overseas callers

Email: IDRcomplaints@tal.com.au

Post: Reply Paid, GPO Box 5380, Sydney NSW 2001

The IDR team will keep you regularly informed about the progress of your complaint.

We always aim to resolve your complaint as quickly as possible. If the IDR team is unable to resolve your complaint within the maximum timeframe (30 days), they will inform you of the reasons for the delay and let you know when to expect a response to your complaint.

If you are unhappy with the delay or response to your complaint, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA) as outlined in step 3 below.

AFCA provides fair and independent financial services complaint resolution that is free to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with AFCA:

Website: www.acfa.org.au

Email: info@acfa.org.au

Phone: 1800 931 678 (free call)

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

Time limits may apply AFCA complaints, so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances may expire.

Do you need assistance to make a complaint?

Please let us know if you need additional assistance to make a complaint and we will let you know the options available. We always aim to accommodate any request to make it easy for you to lodge a complaint.

Get assistance to make a complaint

If you are deaf or have a hearing or speech impairment you may like to use the National Relay Service (NRS). The NRS can be contacted on 1300 555 727.

The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 131 450.

You can authorise someone to make a complaint on your behalf. You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time.

Complaints policy

Our Life Insurance products are issued by the insurer, TAL Life Limited. All complaints relating to these products will be handled by TAL in accordance with TAL's complaint management process. For more information, TAL's Public Complaints Policy can be downloaded in PDF in the following languages:

Things you should know

  1. Products are promoted by IAL Life Pty Limited ABN 15 137 509 936, Authorised Representative No. 427847 of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). Products are issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 and, for Involuntary Unemployment Cover, St Andrew’s Insurance (Australia) Pty Ltd ABN 89 075 044 656 AFSL 239649 (the insurers). TAL Direct has been authorised under an arrangement with the insurers to enter into, vary or cancel insurance cover on behalf of the insurers as if it were the insurers.

    This information is general advice and does not take into account your individual objectives, financial situation or needs (“your personal circumstances”). Before acting on it or making a decision, you should consider whether the advice is appropriate for you having regard to your personal circumstances, and read the applicable Product Disclosure Statement (PDS) or Policy Document. The PDS and Policy Document contain important information which will help you understand the product, including what's covered and what's not covered. You can get a copy of your PDS or our Financial Services Guide (FSG) by calling us on 1300 996 143.