Help

See below for frequently asked questions and tips for using this site.

You can access PDSs and forms on the Forms & brochures page. You can get there via the horizontal menu at the top of this page, or from the links on the individual product pages.

The site map can help you find the part of the website you’re looking for.

As a valued customer we want to hear from you if any of our products and services have not met your expectations.

If you would like to compliment one of our staff or make a suggestion on how we can improve, we want to know. If we made a mistake, or our service does not meet your expectations, we also want to know.

How to make a complaint, compliment or provide feedback.

Our people will work closely with you to address your concerns quickly and amicably.

Call us on:
133 667 for Life Insurance products (OneCare)
132 062 for General Insurance products and all other Life Insurance products
+61 2 9234 8111 for International clients

Write to:
OnePath
GPO Box 4148
Sydney, NSW 2001

Further Help

If you are not satisfied with the resolution offered, you can have your complaint reviewed by an external dispute resolution scheme, the Australian Financial Complaints Authority, who provide a free, independent review to reach a resolution that is fair to you and to OnePath.

Time limits may apply to complain to AFCA and so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires.

Australian Financial Complaints Authority

Phone: 1800 931 678

Write to:
Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

OnePath General Insurance Limited - Family Violence Policy

If you hold a OnePath General Insurance (OPGI) policy, you have the benefit of Zurich’s General Insurance Family Violence Policy.

This policy outlines Zurich’s (and OPGI’s) approach to help vulnerable customers affected by family violence by providing support and practical assistance to those affected by family violence.

Further details can be found here.

Cookies are small data files that allow a website to store information about someone that visits the site. That means the website can recognise you when you return, and remember information such as your name and email address.

Thousands of websites use cookies because they speed up the way you login and retrieve your information. They will not damage files on your PC.

The OnePath website is best viewed at a 1024 x 768 or larger screen resolution. Left click on your desktop, select settings and select the appropriate screen resolution.

This website supports the following browsers: PC and Mac platforms -Windows XP, 7, 8, 10; Mac OSX 10.12, with browsers (IE 9 and above; Safari 10; Firefox 53; Chrome 58).

To adjust your font size, click on to ’View‘ and ‘Text size’ in the menu at the top of the browser window, then use the font options available to resize your text.

To enable Javascript in your browser, follow the instructions available at http://support.microsoft.com/gp/howtoscript.

To enable Java Applets in your browser, follow the instructions available at http://www.java.com/en/download/help/enable_browser.xml.

Your web browser caches pages on your hard disk – meaning you automatically store copies of every page you visit on the internet.

The purpose of caching is to speed up the performance of the browser. Web pages that were recently visited are reloaded quickly since the old versions are already in memory.

The downside of caching is that once you've been to a lot of websites, the cache becomes full. This will slow down the performance of your browser.

Another side-effect of caching is that the browser may not display the current versions of web pages when you revisit them. In this case, you'll need to clear your cache.

To clear your cache in Internet Explorer, select the ‘Tools’ menu, then ‘Internet Options’. Click the ‘General’ tab, and then click the ‘Delete Files’ button. Once this is done, click OK.

This site has a lot of documents that are in a ‘pdf’ format. To view these documents you will need to download Adobe Acrobat Reader. Some of our micro-sites also require Flash plug-ins to see all the content. See below to access the downloads you might need for this site.

Links on this page are to third party software. It is your responsibility to ensure all downloads made from our site, and emails received in your system, are scanned for viruses. While OnePath regularly updates its virus protection software, we cannot ensure malicious virus attacks won't be made against our site.

Software

File Approx size

 Download latest version of Adobe Acrobat

37MB

 Download latest version of Internet Explorer

16MB

 Download Macromedia Flash

2MB

 Download Java

Java software allows you to run applications called ‘applets’ that are written in the Java programming language. These applets allow you to use the calculators on this site.

10M

Please contact Customer Service on 1800 290 685 between 8:30am and 5:30pm, Monday to Friday (Sydney time). You will need to have your OnePath Internet User ID available when calling

My OnePath is a simple and secure online service that allows you to track and manage your OnePath portfolio online.

  • View your entire OnePath portfolio on one page
  • Access further details on the status of your transactions and claims in progress
  • View your most recent product statements
  • Make online switch requests
  • Update your personal details.

Register now to access your OnePath account online.

Want more information?

Email us at customer@onepath.com.au or call Customer Services on 133 665, weekdays between 8:30am and 6:30pm (AEST).

Account balances and most functions are available 24 hours a day, 7 days a week. However, there are times when some services and functions are unavailable.

For a full list of My OnePath hours of operation click here.

This may be because you have ‘Pop-Up Blockers’ turned on in your Internet Explorer. This would prevent My OnePath from opening. You need to turn off the Pop-Up Blocker, or configure it to accept OnePath’s web pages.

To turn off the Pop-Up Blocker:

1. open Internet Explorer and select 'Tools'
2. select 'Pop-up Blocker'
3. select 'Turn Off Pop-Up Blocker', then 'Close'

If you wish to allow certain website pop-up windows to be displayed, select 'Pop-Up Blocker Settings', type the address (or URL) of the site in 'Address of Web site to allow'.

For example, type in '*.onepath.com.au', click 'Add', then 'Close' (using the asterisk ensures that all Pop-up windows from the onepath.com.au domain are allowed).

If you wish to keep your Pop-Up Blocker turned on permanently, but you want to view certain pop-ups (e.g. My OnePath), hold down the ‘CTRL’ key while the new window opens.

The security of your online accounts is very important to OnePath. See our Internet security page for details.

Please contact Customer Service on 1800 251 588 between 8:30am and 5:30pm, Monday to Friday (Sydney time). You will need to have your OnePath Internet User ID available when calling.

Account access for customers lets you access your account information:

  • Update your personal contact details
  • Opt out of receiving paper statements

Customer registration

Account access for advisers lets you view your client's information:

  • View your client's portfolios
  • Create business reports
  • Set up scheduled reports to suit your needs 
  • Access Life Risk applications

Adviser registration