In the last 12 months we have spent a lot of time trying to better understand the needs of life insurance customers across Australia, irrespective of who they are insured with.
We’ve learnt that it’s absolutely clear that the industry needs to improve the level of service provided to customers.
You told us that:
- Trust is critical, and it isn’t where it needs to be.
- The complexity of life insurance can be intimidating and to get the most out of your cover, you need help to understand how your policy works.
- You barely hear from your life insurer, whoever they are – and that needs to change.
- You need to hear more from us about the things that you find important, so you can take control of your insurance.
Most importantly, we need to eliminate your uncertainty, and deliver real value, by demonstrating that claims will, and do, get paid. In 2019 OnePath Life paid more than 9 out of every 10 of claims lodged by advised clients [i], however we were surprised to find that many of you think that all life insurers only pay about 45% of claims.
At OnePath Life, we call this issue the ‘trust gap’.
As the leader of OnePath Life, I’m writing to tell you that we’ve listened, and we’re absolutely committed to changing for the better and eliminating that gap.
What action you can expect from us
Talk is cheap, so we need to meet the service standards you expect from us. We’re committed to doing that by giving you the clarity, certainty and control you expect from your insurer. You will see this commitment come to life in three key ways:
#1 We’re determined to make insurance understandable
We’ve invested heavily to develop a simple and easy to understand educational website OnePath Clarity, because we have a fundamental duty to make sure you understand what you’ve bought.
#2 We’re putting you in control
We’ve built an online self-service portal called My OnePath Life to allow you to make certain changes to your policy at any time - giving you a level of visibility and control over your cover that you’ve never had before.You’ll be able to, amongst other things:
- View your policy and important documents
- Change your beneficiaries, and update your contact details and preferences
- Update your payment details
- Add your Qantas Frequent Flyer number to earn Qantas Points on eligible premiums [ii]
- Access OnePath Rewards, your home for health, wellbeing and rewards [iii]
My OnePath Life is available now for eligible customers [iv] and we’re rolling out in stages.
#3 We’re giving you more value — beyond the insurance policy
We’ve built OnePath Rewards, as our way of delivering tangible, everyday benefits to you just because you’ve trusted us to insure you. OnePath Rewards provides tips and tools to lead a healthy life. Plus you can earn Wellness Points to access discounts on everyday living expenses – such as groceries, fuel and more.
Eligible customers [iv] can log in to OnePath Rewards to live a healthier life and unlock everyday discounts.
Our ongoing commitment to you
On behalf OnePath Life, please know that we’re committed to you by making sure you have everything you need to feel secure and valued. We look forward to improving our service to you, and continuing to protect you and the people you love.
Head of Customer and Advisor Experience Life & Investments
[ii] If you provided valid Qantas Frequent Flyer membership details with your insurance application they will be applied to your policy and you will have started earning points from your first premium. You must be a Qantas Frequent Flyer member and correctly register your Qantas Frequent Flyer membership details with OnePath Life Limited (OnePath Life) to earn Qantas Points on eligible insurance policies. Eligible insurance policies are: OneCare, OneCare Super, SmartCare and World of Protection. A joining fee usually applies. However, OnePath Life has arranged for this to be waived for new customers who join at qantas.com/onepathjoin. This complimentary join offer may be withdrawn at any time. Membership and points are subject to Qantas Frequent Flyer program terms and conditions available at qantas.com/terms. The maximum number of points you can earn on eligible policies is capped at 20,000 points per year, per policy.Qantas Points accrue in accordance with and subject to the ‘OnePath and Qantas Frequent Flyer Rewards terms and conditions' available at onepath.com.au/qff-terms-conditions. Qantas does not endorse, is not responsible for and does not provide any advice, o pinion or recommendation about this product or the information provided by OnePath Life in this communication
[iii] OnePath Rewards is owned and operated by Health Logix Pty Ltd ABN 79 112 238 990. OnePath Life does not collect, use, store or disclose any personal information about you (including any sensitive or health information) received via OnePath Rewards.
[iv] To be eligible for My OnePath Life you need to be an individual policy holder of a OneCare Non-Super policy.