TAL has appointed a chief claims officer and its insurance has been chosen as the default for AMP’s superannuation offering.
Georgina Croft will join the insurer’s executive team on 1 March 2024 as the chief claims officer, taking over from Jenny Oliver who was promoted to chief executive for group life and retirement in October 2023.
Croft joins from Westpac where she was, most recently, the chief customer services officer at BT Financial Group, and she previously worked as the chief operating officer for the bank’s insurance division.
Brett Clark, group CEO and managing director, said: “TAL remains focused on delivering industry-leading claims experience and claims outcomes for our customers and partners, supported by technology and digital capabilities.
“Georgina’s extensive leadership experience and customer focus, joined with TAL’s continued investment in digital-first claims services and our people, will continue to make the end-to-end claims experience better, faster and simpler for our customers.”
Croft added: “I look forward to working with the claims team to deliver even more for our customers and partners to ensure TAL leads in the industry in claims experience and claims outcomes.”
The payment of claims has been a hot topic, with the Australian Financial Complaints Authority stating delays with claims payments by insurers is among on the most-common issues in the complaints it receives.
Partnership with AMP
In a second move, the firm has been appointed by AMP as its default and retail insurance provider for superannuation members following an “extensive tender process” to find the best offering in the market.
This is an extension of the two firm’s partnership as TAL already underwrites the annual bonus for retirees in AMP’s MyNorth Lifetime income product, which was launched in 2022.
Superannuation members will now receive personalised insurance services, access to TAL’s health and wellbeing program and claims support services.
Members will be transitioned over to TAL in the second quarter of 2024.
AMP general manager, master trust, David Clark, said: “Our members will benefit by way of insurance pricing reductions along with the introduction of digital capability that will empower them with access to online quote calculators, underwriting and claims lodgement and tracking.
“We also expect to improve member engagement through TAL’s health and wellbeing program promoting preventative education, rewards, return to work rehab services, early intervention and mental health support.”
Oliver said: “At TAL, we are committed to enhancing the experience of super fund members and helping them understand the value insurance provides at every stage of life.
“Together with AMP, we are excited by the opportunity to uplift the life insurance experience for more than 270,000 Australians.”
