TAL Life Limited lacked mandatory induction training for case managers and other new employees, the insurers claims manager told the financial services royal commission on Friday.Probing an income protection claim from a nurse insured with TAL, counsel assisting, Rowena Orr, extracted a sequence of admissions from Loraine Van Eeden, the claims manager.    "I just want to put to you squarely that the misconduct that you have admitted in connection with this claim is attributable to a culture within TAL that endorses and encourages attempts to limit TAL's liability to pay out under claims?""No … it does not happen to all our claims," Van Eeden replied.Orr pressed on: "Do you accept that this misconduct was attributable to a culture that endorsed and encouraged attempts to stop paying out claims?"The TAL executive said she did not "want to make a comment broader than that," but soon yielded to Orr."Are you aware, Ms van Eeden, that holders of Australian financial services licences have an obligation to do all things necessary to ensure that their services that are covered by the licence are provided efficiently, honestly and fairly?""Yes," replied Van Eeden."Now, leaving to one side the question of whether that obligation extends presently to the process of handling a policyholder's claim, do you think that TALs conduct in relation to this claim was efficient?""No.""Do you think it was honest?""No.""Do you think it was fair?""No."