What's your current role at TAL, how long have you been doing this sort of work?
My current role is a Claims Consultant. I have been in the Life Insurance industry for just under five years.
What's your background?
I studied a Bachelor of Applied Science (Physiotherapy) and worked for a number of private clinics for a few years before moving into the Life Insurance industry. I started off as a Claims Consultant before moving into a Rehab Consultant role. I then transitioned from Westpac to TAL, moving back into the Claims team as a Claims Consultant once again.
Tell us a little bit about working in Claims at TAL (what it involves, how you learn, what new skills and knowledge have you developed in this time)?
Working in the Claims team at TAL is a very rewarding job. We spend each and every day assisting customers throughout what is usually a very difficult time in their lives. It involves a very high level of empathy – we really need to put ourselves in their shoes to understand just how life-changing their illness could be, how it affects their everyday lives and what we can do to make it easier on them. You learn to be a very good listener and communicator; to see things from different perspectives and communicate in a way that people can understand. It has definitely made me a kinder person – you start to understand just how important life insurance is for people in their time of need and how providing a high level of service can really brighten their day.
What were some transferable skills that you have brought to TAL from your previous career?
My medical knowledge and background helped me transition from a Physio to a Claims Consultant. Additionally, my ability to understand function translates into everyday tasks and how a lack of function can prevent someone from returning to work. Having an allied health background has helped me understand the treatment and potentially some extra services we can provide to assist our customers in their recovery. Above all, working in healthcare provided me time to perfect my communication skills, which is the single most important skill we need in claims.
Tell us about some of the things that attracted you to this line of work?
The work-life balance! TAL is extremely flexible, allowing us to work from home three days per week. This cuts down travel time and means we have more time left in the day to spend with the ones we love the most. There are a number of perks, including lifestyle days, ongoing learning opportunities and an amazing office culture!
Tell us about some of the challenging things about this role that anyone from outside the industry needs to be aware when deciding if this is a career path for them?
Dealing with people who are unwell everyday definitely takes its toll. Not all customers are happy and excited to talk to you, and not all of them appreciate the lengths in which we go for them. It can be difficult to deal with some of these more difficult customers, in combination with tight time frames and the other stressors of the role.
3 pieces of advice to anyone thinking about making a career change into Claims or the Life Insurance Industry:
Tell us about some of the things that make TAL a great place to work?
I only have great things to say about TAL. The culture, opportunities, flexibility to balance life and an overwhelmingly large sense of job satisfaction is just the beginning!