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The claim process for you and your beneficiaries

The claim process for you and your beneficiaries

We’re here when you, or your loved ones, need it most

If something happens to you, we’ll help support you or your loved ones (beneficiaries) throughout the claim.

For death claims, especially when no beneficiaries are nominated, payments are made to an estate, and we can only deal with the executor of that estate. That’s why it’s important for you to nominate beneficiaries on your policy, and to share this information with them, so they’re equipped to act if you are unable to do so.

We’ll support you every step of the way

We’ll support you every step of the way

Here’s what to do, and what to expect from the claims process…

Call to let us know

We’ll provide whatever immediate support we can

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms, and be there to help in any way they can.

We’ll make sure we have everything we need to make a fair decision

We already pay over 93% of all claims (97% of life cover claims), so there’s no need to worry.

We’ll pay your genuine claim as quickly as possible

Call to let us know

Call to let us know

We’ll provide whatever immediate support we can

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

We’ll provide whatever immediate support we can

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms, and be there to help in any way they can.

We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms, and be there to help in any way they can.

We’ll make sure we have everything we need to make a fair decision

We already pay over 93% of all claims (97% of life cover claims), so there’s no need to worry.

We’ll make sure we have everything we need to make a fair decision

We already pay over 93% of all claims (97% of life cover claims), so there’s no need to worry.

We’ll pay your genuine claim as quickly as possible

We’ll pay your genuine claim as quickly as possible

Call to let us know

We’ll provide whatever immediate support we can

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms, and be there to help in any way they can.

We’ll make sure we have everything we need to make a fair decision

We already pay over 93% of all claims (97% of life cover claims), so there’s no need to worry.

We’ll pay your genuine claim as quickly as possible

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1

Call to let us know

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2

We’ll provide whatever immediate support we can

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

0
3

We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms, and be there to help in any way they can.

0
4

We’ll make sure we have everything we need to make a fair decision

We already pay over 93% of all claims (97% of life cover claims), so there’s no need to worry.

0
5

We’ll pay your genuine claim as quickly as possible

Your insurer needs to know your risks

Imagine you bought a second-hand car that came with a dented bumper. When you go to insure it, your insurer will want to know if there’s any existing damage to the car – because they’re not going to pay to fix anything that happened before your cover started. It’s a similar story with life insurance.

When you apply for life insurance, you’re asked to complete a personal statement with a range of questions about your health, pastimes and medical history. The personal statement is designed to capture anything that may increase your personal risks, including:

  • Any pre-existing medical conditions
  • Any dangerous pastimes or activities
  • Any risky work-related duties
Your insurer needs to know this information because it impacts whether they can offer you cover, what the terms of that cover will be, and how much that cover will cost.

How does this give you certainty?

When you make an insurance claim, the claims assessor will review your medical records to ensure you’ve met your disclosure obligations and you’re eligible to receive a claim.

If you’ve disclosed everything that’s relevant to the terms of your cover, and your claim meets the definition in your policy, your claim will be accepted.

What if you don’t disclose something?

Just because you don’t disclose something, that doesn’t mean your claim will automatically be declined.

If your non-disclosure isn’t related to your claim, and the insurer would’ve still covered you on the same terms if they knew about your existing medical condition, there may be no impact on the claim at all.

However, if the insurer wouldn’t have accepted your cover if they knew that information, your claim may not be paid (read why Steve’s claim was declined). Or if your cover would have been offered on reduced terms, you may receive a reduced payment.

What if it was just an innocent oversight?

There’s a big difference between innocently forgetting to tell your insurer about a medical condition and deliberately leaving something out you know will be relevant to your cover.

When assessing non-disclosure, an insurer will review each case on its merits to establish what is fair and reasonable – taking into account how the non-disclosure came about.

Insurers don’t decline claims lightly. And disclosure rules are not designed to ‘catch you out’ for forgetting minor details about your health history. They’re there to ensure anything relevant to your cover is known from day one, so your policy is tailored to you and fairly priced.

You only need to disclose once

Once you’ve made the right upfront disclosures and your cover is accepted your insurer can’t change what you’re covered for, or charge you more if your personal risks change. In other words, you’ve locked in the value of your insurance from day one, and you can be confident there’ll be no surprises if you need to claim.

Source: In 2018, OnePath Life paid 93% of lodged advised policy claims.  

OneCare is issued by OnePath Life Limited (OnePath Life) ABN 33 009657 176, AFSL 238341. OneCare Super is issued by OnePath Custodians Pty Limited (OnePath Custodians) ABN 12 008 508 496, AFSL 238346. OnePath Life is not a related body corporate of OnePath Custodians. We recommend that you read the OneCare Product Disclosure Statement and Policy Terms available at www.onepath.com.au or by calling 133 667 before deciding whether to acquire, or to continue to hold the product.

#1 Call to let us know

If something has happened to you or someone you love, please let us know as soon as possible so we can assess your claims and begin supporting you.

It would also be a good idea to contact your financial adviser. In circumstances where the insured is not capable of contacting us, an adviser can help get the claims process started. You will need to provide documents that support your claim and we may ask for more information.

#2 We’ll provide whatever immediate support we can

We have a number of programs to help you or your beneficiaries manage the financial load and emotional burden when you’re claiming on your policy.

For some of our insurance policies and cover types, we offer our Advance Assistance benefit, which provides $25,000 to Life Cover claimants immediately, to help pay for immediate expenses such as funeral costs.

We also offer an accommodation benefit where we reimburse immediate family members for accommodation costs to be near you as you heal or are confined to a bed.

#3 We’ll support you or your beneficiaries through the process

Each claim is assigned an experienced claims consultant who will guide you through the entire process, explain the forms and be there to help in any way they can.

We provide financial support and reimbursement for grief counselling services to help you through what is undoubtedly a troubling time.

We also provide personalised in-home assistance with claims forms for customers claiming for mental health, while working alongside the customer's doctor.

#4 We’ll pay your genuine claim as quickly as possible

It’s our aim to make sure all genuine claims are assessed fairly and paid quickly, so that you can have the financial support you need to cope in difficult times.

We offer fast and easy tele-claims claims lodgement over the phone for some of our covers, with reduced requirements to get the claims assessment process started.

The first step – calling the OnePath Claims Team on 1300 555 259 – is the most important. Even if you’re not sure if there is a claim to be made, our expert team will help guide you through the process.

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The claim process for you and your beneficiaries