EMERGENCY – AMBULANCE/POLICE/FIRE - 000
We recognise that anyone may experience vulnerability at some point in their lives, due to common and unpredictable life events such as illness or the death of a loved one.
At OnePath, we are committed to recognising and supporting customers experiencing vulnerability.
What do we mean by Vulnerability?
A customer experiencing vulnerability is someone who, due to their personal circumstances, has unique needs and is especially susceptible to loss, harm or disadvantage and therefore may need additional support.
We understand that vulnerability can be temporary or ongoing, and it can affect anyone, at any time.
Customers may experience vulnerability due to a range of factors including (but not limited to):
- Mental or physical health conditions
- Financial distress/hardship
- Disability
- Language and/or literacy barriers
- Remote locations and isolation
- Family or Domestic Violence
- Natural disasters and catastrophic events
- Age
We recognise the importance of understanding the needs of our Aboriginal and Torres Strait Islander communities and customers from different cultural backgrounds. We are committed to providing access to support services, where needed and tailoring these services to meet your specific needs.
We also recognise that a customer may need extra support due to the event that led to their Insurance claim.
How we can help
OnePath will take steps to ensure that you are provided with the service you need and will work with you or your representative to identify how best to provide support.
We understand it can be difficult to speak openly about your situation. However, our staff have been specifically trained to assist you in your time of need, will treat you with empathy and will ensure that at all times we manage your personal information in accordance with our Privacy Policy.
By phone:
- OneCare Life Insurance products: 133 667
- All other life insurance products: 132 062
- International callers: +61 2 9995 3077
- OnePath Investments: 1800 646 706 / +61 2 9995 3777
8.30am-6pm AEST Monday - Friday
By email:
Customers with hearing and speech impairment, can contact us via the National Relay Service on 1300 555 727. Customers requiring translation assistance can contact the Translating and Interpreting Service on 131 450 and request they contact us on your behalf. We may also offer translation assistance for customers, including appointing an interpreter to assist in our communications. To request an interpreter, contact us using the details listed above.
We welcome customer feedback
Should you require assistance with lodging a Complaint, contact us using the details listed above. Customer complaints can also be registered at: onepath.com.au/about-us/complaints.
Our policies are designed to support you
To understand our policies further, simply click on the relevant link for you.
Other sources of support
The following resources are available to anyone experiencing vulnerability. These services are free and confidential.
If you are in need of immediate assistance, please call 000.
Claim up to 20 sessions with a Mental Health Professional through Medicare |
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Beyond Blue - information and support to help everyone in Australia achieve their best possible mental health |
Phone: 1300 224 636 Website: www.beyondblue.org.au |
24 Hour Line – telephone information and counselling service for people in crisis needing urgent help. |
Phone: 1800 199 008 |
Kids Help Line – free telephone and online counselling service for young people |
Phone: 1800 551 800 |
Lifeline – provides access to 24 hour crisis support and suicide prevention services |
Phone: 13 11 14 Website: www.lifeline.org.au |
MensLine Australia - telephone and online counselling service offering support for Australian men |
Phone: 1300 789 978 |
The Samaritans Help Line - 24 Hour support for the despairing, lonely or suicidal |
Phone: 135 247 |
Salvation Army Hope Line for suicide support |
Phone: 1300 467 354 |
Suicide Call Back Service – nationwide 24/7 telephone and online counselling to people affected by suicide |
Phone: 1300 659 467 Website: www.suicidecallbackservice.org.au |
Mental Health Emergency Response Line – 24/7 telephone service for people in Perth metro area experiencing mental health crisis |
Phone: 1300 555 788 |
Poisons Information Centre |
Phone: 13 11 26 |
Griefline – telephone counsellors |
Phone: 1300 845 745 (6am to midnight AEST) Website: https://griefline.org.au/ |
National Association for Loss and Grief |
Phone: 02 6882 9222 Website: http://www.nalag.org.au/ |
MoneySmart - ASIC provides tips and advice on managing money |
Website: https://moneysmart.gov.au/ |
National Debt Helpline - free, confidential financial counselling service |
Phone: 1800 007 007 Website: https://ndh.org.au/ |
Legal Aid Commissions – each State and territory provide legal assistance services, including some that is available free of charge for certain individuals |
Website: https://info.australia.gov.au/information-and-services/public-safety-and-law/legal-aid Website: www.probonocentre.org.au |
Kildonan Uniting Care – provide financial support programs and child, youth and family support (website provides option to select language) |
Phone: 1800 002 992 Website: www.unitingkildonan.org.au |
The Salvation Army Moneycare - free, confidential financial counselling service
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Phone: 1800 722 363 Website: https://www.salvationarmy.org.au/need-help/financial-assistance/financial-counselling/ |
Telephone and video translation services |
Phone: 131 450 Website: www.tisnational.gov.au |
Hearing and speech impaired customers can contact Zurich via the National Relay Service
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Phone: 1300 555 727. Teletypewriter services number: 133 677 SMS relay number: 0423 677 767 Website: http://relayservice.gov.au |
1800 RESPECT - a 24 hour national sexual assault, domestic and family violence counselling line |
Phone: 1800 737 732 Website: www.1800respect.org.au |
Services Australia – support services & tools |
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ACON Sydney - help LGBTIQ people who have experienced domestic and family violence by providing a range of resources and support services |
Website: https://www.acon.org.au/what-we-are-here-for/domestic-family-violence/#domestic-family-violence |
QLife – LGBTI peer support and referral for people wanting to talk about a range of issues including sexuality, identity, gender, bodies, feelings or relationships |
Phone: 1800 184 527 (3pm to midnight, 7 days) Website: https://qlife.org.au/get-help |
White Ribbon – support services in each state |
Website: https://www.whiteribbon.org.au/Find-Help/Support-Services |
DV Connect Womens Helpline – free crisis helpline for Queenslanders identifying as female and experiencing domestic and family violence |
Phone: 1800 811 811
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DV connect Mens Helpline - Queensland’s free, domestic and family violence helpline for anyone identifying as male, regardless of age, ability, ethnicity, income or religion. Offering counselling, information & referral pathways |
Phone: 1800 600 636 (9am – midnight, 7 days)
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Sexual violence helpline - free helpline offering emotional support and referral pathways for any Queenslander who have been sexually assaulted or abused. |
Phone: 1800 010 120 (7:30am – 11:30pm, 7 days) |
Ask Izzy - mobile website that connects people who are in crisis with the services they need right now and nearby. |
Website: https://askizzy.org.au/ |
Aboriginal Family Domestic Violence Hotline – information on victims’ rights, how to access counselling & financial assistance |
Phone: 1800 019 123 |
Women’s Legal Services Australia |
Website: http://www.wlsa.org.au/ |
Men’s Referral Service – advice for men about Domestic Violence |
Phone: 1300 766 491 Website: https://www.ntv.org.au/get-help/ |
Domestic Violence in Regional Communities – provides a contact list of services available in different States in Australia for people impacted by, or perpetrators of domestic violence |
Website: www.dvirc.org.au
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Australian Childhood Foundation – counselling for children and young people affected by abuse |
Phone: 1800 176 453 Website: www.childhood.org.au Website: www.stopchildabuse.com.au |
Relationships Australia – Support groups and counselling on relationships for abusive and abused partners |
Phone: 1300 364 277 Website: www.relationships.com.au |
Say it Out Loud – national resource for the LGBTQ+ communities and to build the capacity for service professionals working with people who have experienced sexual, domestic and family violence |
Website: https://sayitoutloud.org.au/abusive-relationships/getting-help/find-a-service/?state=all |
Supporting Culturally and Linguistically Diverse People |
Website: https://www.openminds.org.au/services/supporting-culturally-and-linguistically-diverse-people-cald |
Head to Health - Support & Resources for Culturally and Linguistically Diverse people |
Website: https://www.headtohealth.gov.au/supporting-yourself/support-for/culturally-and-linguistically-diverse-people |
Aboriginal Health Services and Support |
Website: https://www.cesphn.org.au/services-and-support/services-aboriginal |
Culturally appropriate mental health services for Aboriginal and Torres Strait Islander people |
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Social, emotional and cultural wellbeing online resources for Aboriginal and Torres Strait Islander People |
Website: www.wellmob.org.au |
Disaster Assist – getting help & key contacts |
Website: https://www.disasterassist.gov.au/ |
Our Promises to You
We are committed to ensuring continuity of key industry standards as we transition our industry association membership from the Financial Services Council to the Council of Australian Life Insurers. This transition will have no impact on how we serve and support our customers and we will continue to be bound by the Life Insurance Code of Practice and relevant standards.
When you take out life insurance, it’s important that you get the highest standards of service in all your dealings with us.
That’s why we have adopted the Life Insurance Code of Practice. It’s the life insurance industry’s commitment to mandatory customer service standards and it’s designed to protect you, our customer.
Visit onepath.com.au/licop for more information.