COVID-19 Response

Our top priority at Asteron Life is to ensure we continue to support our customers during this challenging time.  Asteron Life is continuing to monitor the changing situation with regard to COVID-19. Our customers can feel confident that we have plans in place to ensure we are here to support customer needs as the COVID-19 situation evolves.

Further detail on some of the measures that we have taken is outlined below and we will continue to keep this information updated as the situation evolves. If you would like to discuss your individual policy, please contact the Asteron Life Customer Service team with your policy details on 1800 221 727. However, as we are currently experiencing higher than usual call volumes, please consider if your enquiry is urgent at this time.

Customer Information – COVID-19

Our top priority continues to be paying claims and providing a full service to our customers.

Our claims payment and support process is the most important thing we do.  Our teams continue to be ready to support you through this challenging time as the COVID-19 situation evolves.

Steps we are taking to ensure the health and safety of our staff so that we can continue to support you.

The majority of Asteron Life staff are now working remotely and effectively.  For the small number of staff still in our offices, we have put in place strict requirements to ensure the health and well-being of our people, following the guidelines of all relevant government and health authorities. We have prepared for a number of COVID-19 scenarios and have plans in place to ensure our service and support for you continues. This includes adopting the latest social-distancing guidelines for our people across Asteron Life as recommended by government and the World Health Organisation . We have also introduced a range of other measures across the business designed to reduce risk and ensure we continue to be here to support all our customers.

There is no general COVID-19 exclusion on our individual life policies

All claims will continue to be assessed according to the terms and conditions of your specific policy.  

In some circumstances and on a case-by-case basis, individual customer policy exclusions may apply.  This will have been notified to you at the time of taking out the policy and covered within the policy documentation.  Please contact us directly if you have any questions. 

Income Protection insurance coverage

Income Protection insurance is designed to provide income replacement where a customer experiences illness or injury which prevents them from working and earning an income. If your illness directly impacts your ability to work and earn an income beyond the duration of your waiting period, you should call our customer service line on 1800 221 727 and they will assist you. Income Protection insurance does not cover for workplace closures or quarantine or where there is no sickness or injury.

We are working to find solutions where medical information is difficult to obtain

The ongoing certification of your inability to work due to injury or sickness remains an important part of the claims process. If your treating doctors are unable to assist you in this regard, we will work with you to determine if there are any potential and pragmatic alternatives.

We acknowledge that the current situation may result in challenges accessing your medical practitioners or delays in them providing us with the relevant medical information. We will always consider your individual circumstances and we will look for alternative ways to process your claim as efficiently as possible, against the terms and conditions of your policy.

For customers suffering financial hardship

We understand the significant impact COVID-19 may have on the livelihood of customers and their families in Australia. We want to support those impacted during their time of need.  We would encourage any customer who has been directly impacted by COVID-19 and is concerned about their ability to meet their premium obligations to contact Asteron Life on 1800 221 727.

For more information on our additional financial hardship support during covid-19 please visit our Financial Hardship section.

Find out more about your individual policy

If you have any specific questions on your policy, please contact the Asteron Life Customer Service team with your policy details on 1800 221 727

This information is current at 24 March 2020 and may be subject to change.

 

Asteron Life™ is committed to providing customers with long term financial security. We provide life insurance products including Income Protection Covers, Trauma Cover, Total & Permanent Disablement (TPD) Cover, Life Cover and Business Expenses Cover.

2024 © TAL Services Limited is a Dai-ichi Life Group Company.

The information provided on this website is general advice only and does not take into account your individual needs, objectives or financial situation. You should consider the appropriateness of the advice, having regard to those matters, and read the relevant Product Disclosure Statement (PDS) before making a decision to purchase or continue to hold a product. The Target Market Determination (TMD), where applicable, for the product is also available.

ASTERON LIFE™ INSURANCE
TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) is the issuer of Asteron Life™ insurance products. TAL Life is proud to have adopted the Life Insurance Code of Practice (the Code) and to have played a leading role in its creation. The Code is the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you. You can read the Code of Practice or find out more about it on the Council of Australian Life Insurers (CALI) website.

‘Asteron Life’ and the Asteron Life device are registered trademarks of TAL Services Limited ABN 60 076 105 130 (TAL Services). TAL Services and TAL Life are part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). The different entities of the TAL group of companies are not responsible for, or liable in respect of, products and services provided by the other.

SUPERANNUATION
Asteron Life superannuation products are issued by LGIAsuper Trustee ABN 94 085 088 484 AFSL 230511 as trustee for LGIAsuper ABN 23 053 121 564 RSE R1000160, trading as Brighter Super (Brighter Super). Insurance and/or administration services are provided to Brighter Super by TAL Life. Brighter Super is not part of the TAL Group of companies and uses the Asteron Life brand under licence from TAL. The different entities of the Brighter Super Group and the TAL Group of companies do not guarantee, are not responsible for, or liable in respect of, products and services provided by the other.