OnePath Claims

At OnePath we understand that life insurance is a promise. We strive to honour that promise so as to make a real difference to the lives of our customers, and their loved ones during challenging circumstances.

In 2020 OnePath Retail Life paid more than $620 million in Life Insurance claims to 5,119 customers, which gives you the confidence that if things go wrong, we will be there for you.

Check out our latest claims brochure with information about the claims we paid.

2020 interactive claims chart - Retail Life Insurance

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Provides a benefit on death which could be used to reduce debt, replace income of the deceased family member, or pay for existing financial commitments like school fees. Terminal Illness provides a benefit on the diagnosis of a terminal illness which you could use to pay for medical expenses.

A Good Claims Experience – We all play a part

Helping your client know what they are covered for

As a trusted Life Insurance provider, we are there to help you and your client find the appropriate life insurance policy for their needs – and show them how that cover can protect them at claim time. Whether you have a new or existing client, it’s important they understand if they’re eligible as well as any exclusions which may apply to their policy. At OnePath, we know that the more we educate our customers on their life insurance policies, the more likely they are to have a successful and positive claims experience.

Getting to know your clients

When you apply for a OneCare policy on behalf of your client, like what we do with our customers at OnePath, it is important to ask them questions about their health using everyday language, giving them greater certainty over what they need to tell you. And this can make a difference to the outcome at claim time.

Having a positive experience at claim time

At claim time, your clients will undoubtedly already be experiencing significant events in their life like the loss of a job or illness. You can be of great help to your client by helping them understand the claims process and their insurance cover. You can be certain that our team of dedicated specialists ensure that every claim is given the utmost focus and care to deliver compassionate and empathetic outcomes.

Provides a benefit for specific medical definitions in the event of serious illness or injury which you could use to help pay debt, and cover costs of lifestyle changes and out of pocket medical expenses.

Kathy’s Claim Story

I realised something wasn’t right with my body. I was bleeding at strange times so I took myself to the GP and after subsequent appointments I had some tests run. It was not long after that, that I was diagnosed with Stage 3 Cervical Cancer. 

I’ve always believed in the value of insurance and it’s the reason I took my cover out over 10 years ago in my 20s. At the time people thought I was crazy, but I wanted the clarity that I didn’t need to rely on others should the unexpected happen. 

For me, the claims process is only just starting and already I can see the empathy, the warmth and the love from the communications that are coming from the OnePath team. 

Because I have insurance in place, it allows me to follow doctors’ orders and put myself first. And knowing I will get paid out from my insurance... 

I can do everything from having a serviced apartment 5 minutes away from the hospital, to having the ability to tell my business partner that we will need to stop working with clients for the next few months while knowing that I can still pay the bills. I can still allow my son to have the education I have chosen for him and meet my extra nutritional and medical expenses. It’s going to be tough but not having the financial burden on top of it is a huge relief.

A permanent disability will change what the rest of your life looks like. It can also make life much more expensive in terms of medical care and home modifications – which is why Total and Permanent Disability (TPD) cover is so valuable. 

When you’re looking at TPD cover, there are 3 key things your clients should understand so they know what they are covered for, and what that means at claim time:

1. How the claim will be assessed – Any or own occupation
2. How long the claim will take – Maximum medical improvement
3. How the cover is structured – Stand-alone or linked.

Visit onepathclarity.com.au for valuable TPD resources you can share with your clients to help bridge the knowledge gap at claim time.

Claims Testimonial – Total & Permanent Disability

“Just thought I’d update you, as I said I would, even though my claim finished back in January. A few weeks back I had trial surgery of a spinal cord stimulator… it worked tremendously week and have me around 70% pain relief. I’m scheduled to have a permanent implant this week.

Thank you so much for the way you handled me and my claim throughout its duration. You really made a testing time much easier with your caring and professional attitude. I can’t thank you enough for the understanding nature and manner.”

Anthony* – OnePath customer

Amid uncertainty, provide security. We want to make sure more Australians have the income protection they need, with a simple and affordable product that offers the best of both worlds: flexibility and certainty.

OneCare Income Secure Essentials fills this gap. And by making it easier to have the income protection conversation, you can make sure more clients have the protection they need.

Visit onepathinsurance.com.au/onecare-income-secure-essentials for more information.

Andrew’s Claim Experience

In 2020 OnePath Group paid over $341 million in claims to 6,342 insured Australians who have life insurance policies cover that is provided by their employer or super fund. Our ongoing commitment is to make it a positive experience for members.

2020 interactive claims chart - Group Insurance

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At Zurich and OnePath, we treat every claim with empathy, respect and in a timely manner. When the inevitable happens, we are there when members need us most. Life Insurance is a sum of money paid out to support an individual's family – so that their loved ones can take care of ongoing committed expenses such as mortgages or school fees.

Hearing that you have a terminal illness can be a frightening experience. Many people will be unable to take everything in. At Zurich and OnePath, we put members at the centre of all that we do, by helping a member receive an early claim payment can relieve this financial stress and anxiety that comes with terminal illness. This allows the claimant to spend quality time with their loved ones.

Every week thousands of Australians find their lives unexpectedly turned upside down because of a health issue. The TPD cover a member receives as part of their default insurance when they join a super fund is a valuable benefit. TPD cover protects members if they are unable to work. It means they will still have income or a lump sum to draw on if something happens and they are no longer employable.

According to a 2019 report by ASIC, over 13.4 million Australians have TPD cover and almost 90% of these policies are inside super.¹

1. TPD insurance through super: A definitive guide. Available from: https://www.superguide.com.au/comparing-super-funds/tpd-insurance-super (accessed March 2021)

We understand that insurance is about the protection that gives members peace of mind. Salary continuance insurance provides a member with a monthly financial payment if they are forced to temporarily or permanently stop work due to an illness, injury or accident. That means a member can focus on getting better rather than worrying about how they’re going to cover household bills, living expenses or other outgoings.

Ann’s Group Insurance Claim Story

When I was diagnosed with ovarian cancer, it was a big shock and I never saw that coming. It was overwhelming, I tried to still work but then it came to a point where I couldn’t manage it. I was lucky enough to realise that I had the income protection so that’s been fantastic, it’s been my saviour. If I didn’t have it, I probably would have lost my house. If I wasn’t able to take time off work, it would have compromised my treatment. It’s given me the opportunity to get better. Trying to go back full time and trying to get healthy, would have been very difficult so the assistance of the Group Salary Continuance just helps you get back on track.

The representative from OnePath said to me ‘you have to look after yourself’ and ‘don’t worry about what other people need to do – more about what you need to do for yourself to get better’. So, they offered counselling, an exercise physiologist, or a dietician. Having the assurance of being able to work and look after myself and take some time off, it’s just been heavenly.

– Anne, OnePath customer