The way we communicate with our customers is changing

For additional convenience and security, from April 2022, the way we communicate with our customers electronically is changing.

For customers who prefer to hear from us via email, we will continue to communicate through this channel, however all policy-related documents, including Annual Review Packs, will be accessible via our customer portal, My OnePath Life. We will always alert you via email when a new document requiring your attention has been placed in the portal.

If you have previously registered with My OnePath Life, you will need to re-register here with your new policy number to access the updated features of the portal. You will find your new policy number at the top of all communications from April 2022.

If you haven’t previously registered with My OnePath Life, please register here to access our customer portal and unlock all of the features, including access to your policy-related documentation in one secure place. You will need to use your new policy number, located at the top of all communications from April 2022.

 

Once registered, you can simply log-in to My OnePath Life to access your policy-related documentation and take advantage of a range of other features in the portal. While logged in, take a guided tour of the portal to find your way around and help unlock the benefits.

Learn more about My OnePath Life below and access our Commonly Asked Questions if you need further information about registering for My OnePath Life, or the changes to how we communicate with you.


What is My OnePath Life?

My OnePath Life is our customer portal, where you can access a range of features, including access to your policy documentation 24/7.

With My OnePath Life you can:

Access policy-related documents 24/7, in one place, for additional ease and convenience 

Update your contact information, including address and phone number 

View your cover details and premium transactions

Pay your overdue premiums online via credit card*

Update payment details for your policy(s)**

Update your mailing preference 

*Online payments for overdue premiums can only be made via Visa or Mastercard and only for eligible products. Please refer to your Product Disclosure Statement for further information.
**Updating payment details is only available for eligible products. Please refer to your Product Disclosure Statement for further information.


Making the switch from mail

OnePath is moving to a future where all communications are sent digitally. If you currently receive your communications by mail but prefer email, you can register with My OnePath Life and update your mailing preference. This will ensure that you can access your policy documentation securely, in one convenient place.

You’ll also be helping to reduce the impact of paper-related communication on our planet, by making this environmentally responsible choice.

What if I don’t want to access My OnePath Life for my documents?

If you normally receive communications from us via email but do not wish to access your policy documentation via the customer portal, you will need to register with My OnePath Life, and then change your mailing preference to mail. Alternatively, you can contact our Customer Care team on 133 667 to help you with this change.

This means that in the future you will receive mail-based communications instead of email.

To continue receiving email communication, you'll need to access My OnePath Life to obtain some policy-related documents, including Annual Review Packs, as these documents will no longer be attached to emails for security purposes.

If you usually receive communication from us by mail, we will continue to send your policy documentation by mail. However, by registering with My OnePath Life and updating your communication preference to email, you can ensure that your policy documentation is stored in one convenient and secure place. You’ll also be doing your part to help reduce the impact of printed correspondence on our planet. 


Commonly asked questions

You can register with My OnePath Life here. Simply have your new policy number (present at the top of all correspondence from mid-April 2022) handy and enter your details. Once you have access to My OnePath Life, you can also access a guided tour of the portal to help you unlock all the features and benefits.

To access the updated features of My OnePath Life, you will need to register with your new policy number. This will be present at the top of all communication that you receive from us from mid-April 2022.

For additional convenience and security, some policy-related documents will now only be available in My OnePath Life for customers who have email as their mailing preference. We will continue to communicate with you via email and will alert you to the availability of new documents in My OnePath Life, including Annual Review Packs. We will provide guidance and instructions on how to access these documents.

This change is also in line with our commitment to a more sustainable future:

  • As a business we are committed to being one of the most responsible and impactful businesses in the world.
  • Combatting climate change is a key priority for us which we are looking to address through our operations, our investments and our products.
  • By switching to digital communications, we are able to reduce our CO2 emissions associated with printed paper, playing an important part in making a difference for society and our planet.

To access the updated features of My OnePath Life, you will need to register with your new policy number.  This will be present at the top of all communications that you receive from us from mid-April 2022.

You might have forgotten your password or username. Not a problem - simply click on the forgot password or username link in the portal login screen. However, if you were previously registered prior to April 2022 for My OnePath Life, your old details will no longer work, and you will need to re-register.

The email address entered must match the one held in our system for your policy. If your policy has more than one policy owner, with a shared email address, only one policy owner can register for portal access.

If you normally receive communications from us via email, you will need to register with My OnePath Life, and then change your mailing preference to mail. Alternatively, call our Customer Care team to change your mailing preference. This will mean that you now receive all communications via mail instead of email.

If you do wish to continue to receive email communication, you will need to access My OnePath Life to obtain certain policy correspondence, as these documents will no longer be attached to emails.

In line with our sustainability commitments, OnePath is moving to a future where communications are sent digitally. Currently, if you receive communication from us by mail, we will continue to send your policy-related documents by mail and you will not need to access these via My OnePath Life.

However, by registering with My OnePath Life and updating your communication preference to email, you can ensure that your policy documentation is stored in one convenient and secure place, while helping to reduce the impact of printed correspondence on our planet.