Claims

A seamless claims process

OnePath’s quick and easy claims process ensures your clients get help when they need it most. And with support available over the phone, we’ve reduced the average claim time by half – making the claims experience even better.

In 2021, OnePath paid more than $587 million in life insurance claims to 4,438 customers

Our commitment to claims

The OnePath claims philosophy is guided by six core principles:


Treat customers how we would like to be treated


Assess and pay claims in a fair and timely manner


Show sympathy and respect when customers are medically, financially or emotionally vulnerable


Assess each claim on its merits


Operate withing a clearly defined risk management and governance framework


Support return to work for customers with disability claims

An enhanced claims experience for your clients

At OnePath, we believe we all play a part in ensuring successful claims outcomes for your clients. As your trusted life insurance partner, our team of dedicated specialists are here to help you find the right life insurance for your clients, and show them how their cover can protect them if they ever need to make a claim.

You can support your clients along their claims journey by:

  • Helping your clients know what they’re covered for. The more we educate your clients on their life insurance policies, the more likely they are to have a positive claims experience. That’s why it’s vital that your clients understand what they’re eligible for, as well as any exclusions that may apply to their policy.
  • Getting to know your clients. When you apply for a life insurance policy on behalf of your client, it’s important to ask them questions about their health using everyday language that’s easy to understand. We take the complexity and jargon out of insurance, so your clients can be confident that they’re giving you the right information. This approach can make all the difference at claim time.
  • Explaining the claims process. When your clients submit a claim, they’re probably already going through an emotionally challenging experience, like an injury or serious illness. We make it easier for you to help your clients understand their insurance cover and the claims process, so they know what to expect at every stage. 

An award-winning claims team