Financial Services Guide

27 June 2019

This Insuranceline financial services guide is provided by TAL Direct Pty Limited ABN 39 084 666 017 (‘TAL Direct’ or ‘the Licensee’). Insuranceline is a trading name of TAL Direct (‘Insuranceline’, ‘we’, ‘us’ and ‘our’). TAL Direct holds an Australian Financial Services Licence (AFSL 243260); is related to one of the insurers TAL Life Limited ABN 70 050 109 450 AFSL 237848 (‘TAL Life’) and the Trustee TAL Superannuation Limited ABN 69 003 059 407 AFSL 237 851 (‘TASL’) for superannuation. All the TAL entities form part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (‘TAL’).

Purpose of this Financial Services Guide

We are required to give you this Financial Services Guide (FSG) by law before we can provide you with any financial services. It contains important information about the authorised services we offer, the remuneration received by us, our service providers and our internal and external dispute resolution services. This FSG is designed to assist you in deciding whether to use any of the authorised services.

Our services

TAL Direct Pty Limited is authorised and responsible under its Australian Financial Services Licence to:

  • Provide financial product advice on life risk, and superannuation to retail clients;
  • Provide general advice only on general insurance products to retail clients;
  • Deal in life risk, superannuation and general insurance products to retail clients; and
  • Arrange superannuation products to retail clients.

Who are our representatives?

A number of representatives have been appointed by TAL Direct to provide a financial service over the telephone. These people have received specialist training to discuss the products we offer.

What does personal and general financial product advice mean?

TAL Direct can give two types of financial product advice: general advice and personal advice. General advice is any advice which does not amount to personal advice.

Personal advice is advice which contains a recommendation or statement of opinion which takes into account, or could be reasonably expected to take into account one or more of your individual objectives, financial situation and needs. We will only provide personal advice that is limited in scope or ‘scaled’ in relation to Life Risk Products issued by TAL Life or structured through TASL. We are not authorised to provide personal advice in relation to general insurance products. There may be situations where we recommend that your life insurance is structured through superannuation, and TASL will be the Trustee.

If you receive personal advice from one of our representatives, you will be given a Statement of Advice (SoA). The SoA will detail the specific advice being made, the basis on which the advice is given to you as well as detail any applicable fees, commissions and any associations which may influence the advice. There may be occasions where we will provide you with further personal advice which relates to an earlier matter where personal advice was provided to you. Where this occurs we may provide you with a Record of Advice (RoA) instead of another SoA. This will contain a brief summary of the advice provided to you.

If we recommend that you acquire a financial product, we will provide you with a Product Disclosure Statement (PDS). You should read the PDS carefully before making any decision about whether to acquire the product. The PDS sets out the important information you should consider when deciding to acquire or to continue to hold a certain product, including the insurer and the benefits, features and associated costs of the product. You can read the PDS prior to receiving a call from our representative or if you like, you can ask our representative to read it to you.

Who we act for

When our representatives provide financial product advice, arrange for the insurer to issue policies or renew policies, and for the Trustee to issue an interest in a superannuation product, they act for TAL Direct.

TAL Direct is also authorised to issue and administer policies on behalf of certain insurers under an arrangement called a “binder”. These insurers are; for life cover, TAL Life Limited, ABN 70 050 109 450 AFSL 237848 (TAL Life); and for Involuntary Unemployment Cover, St Andrew’s Insurance (Australia) Pty Ltd, ABN 89 075 044 656 AFSL 239649 (St Andrew’s). When TAL Direct does this we will tell you and, in these circumstances, TAL Direct is acting for the insurer. TAL Direct will not issue or arrange for the issue of a life risk or general insurance product for any insurer or issuer other than the above mentioned insurers or trustee.

The registered addresses for the insurers and trustee are:

  • TAL Life and TASL - Level 16, 363 George Street, Sydney NSW 2000
  • St Andrew’s - Level 6, 100 Skyring Terrace, Newstead QLD 4006

Dispute resolution process

Insuranceline offers an internal dispute resolution service in relation to any concerns or complaints you may have about Insuranceline or any of our representatives. If a dispute is not resolved to your satisfaction through our internal dispute resolution service, you may then refer your concern or complaint to an external dispute resolution service.

Internal dispute resolution service

In the first instance, we hope that our representatives can handle any concern or complaint you may have. Please call or write to us first. If you are not satisfied with our initial response, please ask to speak to the Complaints Officer who will handle your matter personally, or write to our Complaints Officer at the address shown at the end of this Financial Services Guide.

External dispute resolution service

We will attempt to resolve your complaint within 45 days of the date it is received. If we are unable to resolve your complaint within that period, we will inform you of the reasons for the delay and let you know when we expect to provide a response to your complaint.

If an issue has not been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers.

Telephone: 1800 931 678 (free call)
In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001

Time limits may apply to complaints to AFCA. You may wish to consult the AFCA website or contact AFCA directly to find out if there is a time limit on lodging a complaint with AFCA.

Personal Information

Personal and sensitive information is collected from you to enable TAL, TASL and St Andrew’s to provide their products or services to you. Further information may be requested from you at a later time, such as if you want to make alterations to your insurance policy or at claim time.

The way in which we collect, use and disclose your information is described in our respective Privacy Policies which are available at and, or are free of charge on request. If you have any questions regarding your privacy please contact us. You may be entitled to gain access to information we have on file about you. If you wish to request access please contacts TAL in writing.

If you do not supply the required information to us we may not be able to provide our products and services to you or pay your claim. In processing and administering your insurance (including at the time of claim) your personal information may be disclosed to St Andrew’s (and its related bodies corporate) and TAL Life as well as any related bodies corporate including the following third parties, where necessary: your employer, general practitioners or health professionals to verify any health information you may provide, your (or your employer’s, if relevant) financial adviser, other companies within the TAL group of companies or partner organisations including companies based overseas; organisations to whom we outsource our mailing, administration and information technology, the Insurance Reference Service, investigators, the Trustee (if relevant), the administrator of the product or fund, reinsurers, Government departments if required or authorised to do so, or any person acting on your behalf such as a lawyer or accountant. Information regarding the privacy rights of individuals is available at which is the website of the Office of the Australian Information Commissioner.


From time to time Insuranceline may use your information to promote and market our products and services to you. If you do not want to receive telemarketing calls, or would prefer to receive telemarketing calls at certain times or days, please call us on 1300 880 750. If you do not want to receive any information on other products or services offered by Insuranceline or the insurer, please contact us.

Disclosure of remuneration

When insurance is arranged for you, you will be required to pay a premium and this will be paid to the insurer of the product. The premium includes any commission payable by the insurer for distributing the product so you do not need to pay any extra.

Where Involuntary Unemployment Cover is arranged for you, St Andrew’s will pay a commission to TAL Direct of up to 35% of the Involuntary Unemployment component of each premium paid. Currently GST of 10% is applied to amounts paid to TAL Direct.

Where a representative arranges a policy for you over the telephone, that representative may in addition to their salary receive a commission from TAL. The amount of commission is dependent on a number of factors including the number of policies issued and the level of compliance achieved. If we give you personal advice the details of this remuneration will be disclosed to you in the SoA. If we give you general advice you are entitled to request details of this remuneration and may do so by contacting us on the number specified in this FSG.

There may be circumstances where additional commissions, bonuses and non-cash incentives are paid and these will accrue from time to time. These are not an additional cost to you. TAL may also pay referral fees or commissions to people or organisations that refer new customers to us. The referral fee may be paid in the form of an upfront commission fee and/or periodical trail fees. This will be at no additional cost to you. In addition to paying referral fees, TAL may from time to time give other non-cash benefits to referral partners.

Direct debit request summary

This summary describes how the Direct Debit Request system works. Upon issue of your policy, you will also receive a full copy of the Direct Debit Request Service Agreement. You should read the Agreement carefully as it explains your rights and obligations relating to your ongoing direct debits.

When you complete your bank details and sign the authority, you are authorising the direct debit of the appropriate premiums from your nominated account. Your authority will be kept confidential at all times. If your premium cannot be paid (for example there’s not enough money in your nominated account) your bank may dishonour that payment, in which case your policy may lapse and all cover will cease.

If you have concerns about its operation or you subsequently need to change any aspects of the authority, please notify us. From time to time updates about our services which are subject to change and which are not materially adverse to you may be found on the Insuranceline website at and if you request a paper copy of any updated information, this will be provided to you without charge.

PI Insurance

TAL Direct is part of TAL and we confirm that TAL retains professional indemnity (PI) insurance to cover the activities of licensees within TAL, including TAL Direct. This PI cover is maintained in accordance with the law, is subject to its terms and conditions and provides indemnity up to the sum insured for the activities of the representatives of TAL Licensees and TAL Direct.

How to contact us

Telephone 1300 880 750
Facsimile 1800 730 099 
Head Office 
Mailing Address
Reply Paid GPO Box 5380
Sydney NSW 2001, Australia