ADVISER INFORMATION
TAL ADVISER CENTRE
New online booking service
for tele-interviews
We’ve improved our tele-interview process so your clients can book their own tele-interview online
and you can review the progress on TAC.
How does it work?
1. Online booking
After you submit their application through TAC, your client
will automatically be sent an email with a link so they can
book their own tele-interview online. This means that your
clients will have greater control and will no longer have to
wait for us to call them.
3. Secure bookings
When your client tries to book an appointment time, they
will be sent a text message with a Customer Verification
Code so only they can book their interview.
2. Status updates on TAC
Status updates will be featured on TAC so you can easily see
how the tele-interview booking process is progressing at
any time.
4. Opt out of email updates
Currently, you automatically receive a confirmation email
during each stage of the tele-interview process. You can
choose to opt out of these tele-interview email updates as
the TAC will have real-time status updates.
New online booking service for tele-interviews
1
Frequently asked questions
1. What does each new tele-interview status mean?
Status appearing on TAC
Status description
TI [To be scheduled]
New case created and interview to
be scheduled
Interview call 1 or 2 not answered
Call answered and call back
scheduled
TI [1st attempt]
Scheduling call 1 not answered
TI [2nd attempt]
Scheduling call 2 not answered
TI [Client not contactable]
Calls not answered
TI [Cancelled by client]
Scheduling/Interview call cancelled
by client
TI [Cancelled by TAL]
Scheduling/Interview call
abandoned
TI [D Mmm hh:mm] I
Interview scheduled (or
rescheduled) for this time
TI [Completed]
Interview completed
2. What happens if your client does not book their interview online?
We will call them within 1 business day to arrange a suitable interview time if they have not booked their tele-interview
online.
3. How far in advance can your client book a tele-interview?
They can book an interview online up to two weeks in advance. Tele-interviews are available from Monday to Friday from
8am to 8pm.
4. What will happen if you choose to opt out of tele-interview email updates?
You are currently sent a confirmation email during each stage of the tele-interview process. If you choose to opt out of
these email updates, you will only be sent an email when the tele-interview process has been completed. Please note,
you will not be opted out of any other TAL emails if you opt out of the tele-interview email updates.
5. Are there any changes to the application process?
No. After you have filled out the personal details, occupation and income questions on the Accelerated Protection online
application, you can submit the application by requesting a tele-interview service. A TAL tele-interview team member
will then call your client to carry out the health and lifestyle component of your client’s application, over the phone.
Tele-interviews free up your time and provide a faster retail application process.
6. Does my client need to provide a mobile number to book an interview?
If your client wants to book their own tele-interview online, their Australian mobile number needs to be provided. To ensure
the booking is secure, we will send an SMS to that mobile number with a Customer Verification Code to confirm their
identity. If your client provides a landline number, then we will call them to schedule the tele-interview. Please note, the
tele-interviewer will call the phone number that is provided for the tele-interview.
For more information, contact your local TAL Sales team
or our Adviser Service Centre:
1300 286 937 Monday to Friday, 8am – 7pm AEST
[email protected]
www.tal.com.au
Important Information: This information has been prepared for use by advisers only and is not intended to be provided to clients. It is general information and does not take into account any
individual client’s financial objectives, circumstances or needs. Before making any decision about the products, advisers and their clients should consider the Accelerated Protection or Accelerated
Protection for Investment Platforms Product Disclosure Statements and/or Policy Documents. If there is any inconsistency between this document and the Product Disclosure Statement or Policy
Document, the terms of the Policy Document will prevail to the extent of the inconsistency. Current as at: March 2017.
This document is issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL).
TALR7870/0317