Life and Income Protection Insurance

Personal information disclosed during the application process is collected by TAL Life and nib, and is subject to the TAL Life Privacy Policy and nib Privacy Policy. The way in which TAL and nib collect, use, disclose and secure your personal information is set out in their respective Privacy Policies.

TAL and nib specifically disclaim any liability that may arise for any direct, indirect, incidental, consequential or special damages that may arise from the access to or use of this website. No liability is accepted by TAL or nib for errors or omissions or for loss or damage suffered as a result of reliance on any information or document available on this website.

In the event that you or a family member has to claim on a life insurance policy, a dedicated case manager will be appointed. Your case manager will be your personal point of contact throughout the settlement of the claim.

To contact the claims team, please call Freecall 1800 633 170, from 8.00am to 5.30pm (AEST) Monday to Friday. Your case manager will then take details of your claim, send you a claim form and tell you any other requirements that may be needed to complete the claim.

A claim payment will be made to any beneficiaries you have nominated in your application or while the policy is in force. If you have not nominated any beneficiaries, the amount will be payable to your estate.

Need additional support?

Transport to Medical Appointments from rural or regional locations

As part of the assessment of an application or a claim, it is sometimes necessary to request our customers be examined by an independent medical specialist or, for a claim, to attend rehabilitation related services.In all cases, we will try to organise appointments to take place close to your home, to ensure as little inconvenience as possible for you. However, for our customers living in rural or regional communities, if a suitable provider is not located in your local area, nib Life Insurance will pay reasonable costs for your transport costs to attend the medical appointment.If flights and accommodation are required for you to attend medical assessments, we will organise this for you. If there is a medical reason you cannot travel alone, we will also consider paying any travel costs for someone to accompany you. Prior approval is required from nib Life Insurance prior to the appointment.For our disabled customers, please speak to your nib Life Insurance Customer Service Representative or Claims Case Manager to ensure that there is suitable access for you at the medical appointment.In all cases, please speak to your nib Life Insurance Customer Service Representative or Claims Case Manager prior to incurring any expenses to confirm what payments can be reimbursed. They are committed to helping you find a suitable solution.

Assistance for customers having difficulty meeting timelines or identification requirements

We recognise that some of our customers may find it difficult to attend medical appointments or to obtain the necessary documentation in the timeframes we request to keep your application or claim open.When this is a challenge, we will work with you to agree on reasonable timeframes and assist you in booking medical appointments or obtaining the required documentation to support your application or claim.Where we are requesting information, we will contact you at intervals to keep you updated about the process. It is also important for you to keep your nib Life Insurance Customer Service Representative or Claims Case Manager updated on your efforts or we may inadvertently close your application or claim.If you are experiencing difficulties, please speak to your nib Life Insurance Customer Service Representative or Claims Case Manager who will be able to help you.

If you have any questions about an existing nib Life or Income Protection Insurance policy, please contact nib using any of the below contact points.

Call

Service Phone 1800 633 170

Monday – Friday 8:00am – 8:00pm (AET)

Fax 1800 064 900

Send an email to nibinsurance@nib.com.au A consultant will respond to your query within the next 2 working days.

Write to

nib Life Insurance Team

Reply Paid GPO Box 5380

Sydney NSW 2001

Need additional support?

Translation Services

For our non – English speaking customers, we offer a free Translation and Interpretive (TIS) service through the Australian Government. This can be accessed by calling TIS on 131 450. TIS will organise a translator for the language you require, then they will call us. nib Life Insurance will accept the full cost of the translation service. Pre-booked phone interpreters can also be arranged in advance of an appointment. Please speak to your nib Life Insurance Customer Service Representative or Claims Case Manager.

National Relay Service

We use the National Relay Service (NRS) to ensure we are accessible to our customers who have a hearing or speech impairment.

To access a nib Life Insurance telephone number:

• TTY (Text Telephone) users - phone 133 677 then provide the nib Life Insurance phone number you wish to contact

• Speak and Listen (speech-to-speech relay) users - phone 1300 555 727 then provide the phone number you wish to contact

• Internet relay users - visit the National Relay Service https://nrscaptions.nrscall.gov.au/nrs/captionrelay, and provide the phone number you wish to contact.

What is the Life Insurance Code of Practice? The Life Insurance Code of Practice is a series of mandatory customer service standards that all life insurers need to comply with. These standards cover sales and marketing practices, underwriting and claims and are designed to protect you. Learn more here

We value your feedback. Let us know how we can help fix your issue and improve your experience.

If you have a complaint about a product, service (including the Life Insurance Code of Practice), our staff or the handling of a complaint, please contact us to let us know your concerns. We value your feedback and will try to resolve your complaint as quickly as possible.

Step 1. Contact our Customer Care team

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

• Call us on 1800 633 170

• Email us at niblife@talalliances.com.au

Please be aware that it may take up to 5 business days for one of our customer service consultants to resolve this issue for you.

If your complaint cannot be resolved within 5 business days, it will be sent to our Internal Dispute Resolution team.

Step 2. Contact the Internal Dispute Resolution (IDR) team

If our customer service team cannot resolve your complaint within 5 business days, it will be sent it to our Internal Dispute Resolution team. You may also contact the Internal Dispute Resolution 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

To help the Internal Dispute Resolution team deal with your complaint quickly, please include the following information:

• The word 'Complaint' in the heading or subject line

• Your name and contact details, including your phone number and email address

• Details of your complaint

• Attached relevant documents

• Your desired outcome

We recommend saving your complaint and relevant documents for your records.

Once you have submitted your complaint, you will receive an acknowledgment within 1 business day confirming that your complaint has been received. The Internal Dispute Resolution team will regularly update you about the progress of your complaint. We aim to fix your issues as quickly as possible, however, if our Internal Dispute Resolution team is unable to resolve your complaint within the maximum timeframe (30 days), we will let you know why and give you an estimate on when it’ll be fixed.

If you have any issues with this, you can contact the Australian Financial Complaints Authority (AFCA).

Step 3. Contact the Australian Financial Complaints Authority (AFCA)

The Australian Financial Complaints Authority provides free, fair and independent financial services for complaint resolutions to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with the AFCA:

Website: www.afca.org.au

Email: info@afca.org.au

Telephone: 1800 931 678 (free call) 

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001  Please be aware that time limits may apply to complaints submitted to the AFCA. You can visit 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? 

• If you are deaf and/or find it hard hearing or speaking with people who use a phone, you may like to use the National Relay Service (NRS) 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 13 14 50.

• You can also 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.

• 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.

Our Life Insurance products are issued by the insurer, TAL Life Limited (TAL Life), and the Involuntary Unemployment Cover is issued by St Andrew's Insurance (Australia) Pty Ltd (St Andrew’s). All complaints relating to these products will be handled 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:

• English >

• Arabic (العربية) >

• Simplified Chinese (中文(简体) >

• Vietnamese (Tiếng Việt) >

If you would like to change the terms of your policy or if you are having trouble paying your premiums, we may be able to offer you financial hardship assistance. Please contact us to discuss the options that might be available to you depending on the type of policy you hold, such as stopping your premium payments for a short period of time, changing your benefit structure or cover amount or removing certain options to reduce your premium. Please refer to TAL's Financial Hardship Policy or contact us on 1800 633 170.

At TAL, we are committed to supporting our customers who may be experiencing vulnerability or have unique needs. Contact us to discuss our support options and how we can help if you are experiencing financial hardship or domestic and family violence.