At OnePath, we truly understand the significance of paying a claims and the impact it has on supporting our customers financially, emotionally and mentally when they are facing difficult times. We are proud of the care and empathy we provide to every customer, with an unwavering focus towards their unique needs and providing them with the support they deserve.
In 2022 OnePath Retail life paid more than $611 million in life insurance claims to 4,729 customers, which gives you the confidence that if things go wrong, we will be there.
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Information about the claims we paid with Zurich and the support we provide our customers (for Adviser use)
- A message from our Chief Claims Officer
- Claims we paid & statistics
- Claims stories & testimonials
- Supporting our customers with return to health and work
At OnePath, we truly understand the significance of paying a claim, whether it be in Life Insurance or General Insurance we know the impact it has on supporting businesses and our customers financially, emotionally and mentally when they are facing difficult times. We are proud of the care and empathy we provide to every customer, with an unwavering focus towards their unique needs and providing them with the support they deserve.
In 2022, together with Zurich we paid a total of $1.30 billion in life insurance claims to 11,813 customers (32 claims per day) and accepted 92% of all claims.
We are passionate about our expert and dedicated claims teams and aspire to go above and beyond by enabling our people with technology, education and training so they can deliver a service that adds genuine value to customers when they need support the most. It is amazing to see the values and our people’s passion in providing our customers with time, empathy and meaningful human connections during the claims process as they brave their health challenges. In fact, we were awarded the 2022 Claims Team of the Year by Beddoes Institute and the FAAA, recognising the hard work and dedication of our claims teams. 1
From a claims administration perspective – we have invested heavily in our digital technology and innovation capabilities. These enhancements now automate many of the repetitive administrative tasks associated with claims processing and rehabilitation services. We can now complete these tasks significantly faster and with more accuracy, providing improvements in response time to customers and importantly reducing the burden of paper-based forms and friction filled processes. Innovation has enabled our people to have more time to build meaningful relationships with customers.
Understanding the health needs of our customers is important to us. To reinforce this commitment we have a dedicated internal rehabilitation and Health Services team - allowing us to partner with customers across their health journey from staying healthy to feeling healthier. A shift to preventative health is particularly important in the claims space as it allows us to detect early onsets of serious illnesses like cancer, which still remains one of our biggest claims causes – making up 60% of our retail trauma claims. With our dedicated teams we have the tools and resources available should customers need to submit a claim.
Our claims data also highlights an increase in our Total Permanent Disability (TPD) payments since 2021 across Zurich and OnePath Retail – with the largest proportion of this being for Musculoskeletal (accidents, injuries, fractures) and mental health conditions. We are seeing an impact of COVID-19 on our customers being unable to work due to long covid symptoms, delays in waiting for elective surgery or for those with suppressed immune systems, having difficulty being exposed in the community due to risk of infections.
Additionally, we are seeing the impact on mental health for Australians, which is leading to more claims. Providing dedicated mental health support and access to long-term care is essential, and we are committed to continuing to provide this throughout our customers’ whole health journey, should they need to make a claim. We partner with specialists within this field such as Mindstar and provide Mental Health Coaching Programs if a customer requires such support.
Despite having one of the highest vaccination rates in the world, with approximately 97.6% of the population aged 16 and over being fully vaccinated2, the impact of COVID-19 continues to be felt in Australia, both mentally and physically. We are proud that as an industry we have come together and taken several steps to support customers and the broader community during these challenging times. From offering financial support to customers, extending coverage to include COVID-19 related illnesses and deaths, to providing mental health support, we are continually working on ways to protect our customers that are most impactful and relevant to this changing world.
Everything we do is designed to help our customers and their families become financially secure. We are here to help and settle claims as efficiently as possible. Together we make a difference to the lives we support.
Matt Paterson
Chief Claims Officer,
Zurich Financial Services
2 Department of Health and Aged Care, sited March 2022. Vaccination numbers and statistics, https://www.health.gov.au/our-work/covid-19-vaccines/vaccination-numbers-and-statistics#total-national-doses
Death and Terminal Illness
Total claims we paid
Top causes
† Other leading male causes: Respiratory, Musculoskeletal/Injury. | * Other leading female causes: Brain and Nerves, Respiratory, Musculoskeletal/Injury.
Customers we supported by age
Income Protection
Total claims we paid
Top causes
‡ Musculoskeletal includes: Accidents, Injuries, Fractures. | † Other leading male causes: Neurological, Infection, Gastrointestinal. | * Other leading female causes: Cardiovascular, infection, Urogenital tract.
Customers we supported by age
Total and Permanent Disability (TPD)
Total claims we paid
Top causes
‡ Musculoskeletal includes: Accidents, Injuries, Fractures. | † Other leading male causes: Cardiovascular, Eye condition. | * Other leading female causes: Cardiovascular, Respiratory.
Customers we supported by age
Trauma
Total claims we paid
Top causes
‡ Musculoskeletal includes: Accidents, Injuries, Fractures. | † Other leading male causes: Eye condition, Mental Health condition, Gastrointestinal, Respiratory. | * Other leading female causes: Urogenital tract, Endocrine (Diebetes).
Customers we supported by age
2022 interactive claims chart - Retail Life Insurance
(Click to filter data)
Claims stories and testimonials
“
I would like to thank you very much for your understanding and ongoing support. For taking the time to understand my situation and for the prompt assessments of my income protection claim when due.
As we talked about on the telephone I have been very lucky to have good people in the industry like yourself, that are dedicated to their work but also take it further right down to the genuine caring for individuals like myself.
No one knows what the future holds. I thought like many I was invincible, nothing would happen to me. I will be OK, I am the one that asks others “are you OK” BUT when I fell ill, it hit me so hard, my world was turned upside down. If it was not for the people around me that cared for me, I really believe that I would not be here now.
Also, the financial support by having a good policy in place certainly lifts one of the biggest burdens I faced and I am so grateful for this - I tell my story to others that were like me before and also think that they are invincible. One good lesson that I learnt, was to not hold back in letting others know your thoughts, be polite, be honest, be genuine, be caring and to say out loud that good people like yourself, do make a difference.
”
OnePath customer
“
Natasha was such a warm and beautiful person to have on this journey with my client. She showed deep empathy and a strong desire to assist on every level, making the process smooth and efficient.
”
OnePath Adviser
“
Thank you very much for your hard work in helping us receive our insurance benefit.
It has been a real relief receiving these benefits to help pay for treatment for my illness. You don’t know how much this has helped us.
”
OnePath Customer
“
Last week I handed over a claim cheque to a grieving husband and his children. Claims do get paid!
This is part of the job that although difficult, is very satisfying.
It provides them with options and to help them move through the next phase of their lives.
”
OnePath Adviser
“
Thank you for your professionalism and for making this process as stress free as possible.
I have certainly been on a journey but being supported financially has given me reassurance.
”
OnePath Customer
“
Thank you for your professionalism and for making this process as stress free as possible.
I have certainly been on a journey but being supported financially has given me reassurance.
”
OnePath Customer
Watch past claims stories
Hear from our claims staff tell their stories
Leveraging our internal health expertise
At OnePath, we have a dedicated Health Services department, which comprises of internal medical experts with diverse areas of specialisation to support our customers from prevention to recovery. This team collaborates closely with our claims assessors, providing them with ongoing medical expertise, training, coaching, and opinions.
Our internal doctors can communicate with treating doctors and other healthcare providers to gain a thorough understanding of complex medical conditions. This allows us not only to assist our claims assessors but also to provide tailored health support solutions that may include services from our in-house rehabilitation team.
Partnering with our customers to help them feel healthier through personalised solutions, educational material or rehabilitation programs is important to us. We understand that healthy people lead to healthy communities and a healthy planet.
Supporting our customers with return to health and work
Returning to work after a serious injury or illness can be challenging and a safe return to work is important.
Our team collaborate with customers and their treating medical professionals to find the best specialised service just right for them. This may include an onsite work assessment, the creation of a return-to-work program with their employer, help with job seeking, funding for retraining or specialised equipment to name just a few.
At any point on their health journey, we can provide practical care that makes a difference.
We’ll be there when they need us most, providing value beyond cover.
Working with our partners
We partner with a range of expert providers who are skilled in getting people back to work or good health after an injury or illness. Offering support across physical health and mental health such as:
Physical health
- Cancer Support Program
- Exercise Program
- Fatigue Management Program
- Pain Management Program
Mental health
- Mental health coaching
- Grief support
Learn more about our support services
Read our return to work brochure
This general information does not take into account the personal circumstances, financial situation or needs of any person. This page is intended for the general information of licensed financial advisers only and is dated June 2023. The information collected is given in good faith and is derived from sources believed to be accurate as at this date, which may be subject to change. Whilst the names have been changed to protect individual claimants, case studies used are based on the actual circumstances of claimants. They are for illustrative purposes only, and claims will be assessed based on the specific circumstances of each individual case. Unless otherwise shown, figures are drawn from Zurich and OnePath claims experience 2022. It should not be considered to be a comprehensive statement on any matter and should not be relied on as such. You should consider these factors, the appropriateness of the information and the relevant Product Disclosure Statement (PDS) and Target Market Determination (TMD), if applicable, before making any decisions or recommendations.