INSURANCE
Five easy steps…
How do I make
a claim?
To make a claim contact your adviser or call:
1.contact your adviser or call
our Claims Helpline
2.correctly complete the forms
we send to you and provide any
other information we need
Claims Helpline
1300 555 250
(Weekdays between 8.30am and 5.00pm, Sydney time)
Where do I send my claim documents?
OnePath Life
Retail Claims
GPO Box 4148
Sydney NSW 2001
3.we assess the claim
4.determine who receives
the benefit
5.on successful assessment we
pay the insured amount.
Income protection and
business expense claims
OnePath Life Limited (OnePath Life)
ABN 33 009 657 176  AFSL 238341
347 Kent Street, Sydney NSW 2000
A policy can only be taken out after completing an Application
Form contained in the Product Disclosure Statement (PDS)
and the application is accepted by OnePath Life Limited
(OnePath Life) and a policy schedule is issued. To learn more
about your benefit, please refer to your Policy Schedule and
the Policy Terms.
This information is current at November 2010 but is subject to change.
Updated information will be available free of charge from onepath.com.au.
It may not be reproduced without prior permission of OnePath Life. Australia
and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522 is an
authorised deposit taking institution (Bank) under the Banking Act 1959 (Cth).
OnePath Life is owned by ANZ – it is the issuer of the product but it is not
a Bank. Except as set out in the issuer’s contract terms (including the PDS),
this product is not a deposit or other liability of ANZ or its related group
companies. None of them stands behind or guarantees the issuer.
A Product Disclosure Statement is available at
onepath.com.au. You should consider the PDS before
deciding to acquire or continue to hold the product.
onepath.com.au
Your step-by-step guide
L0147/1110
We understand that
when you need to
make a claim, it’s
not always
straightforward.
We would like to
help make
things easier.
Income protection
and business expense
claims process
Step 1 – Contact your adviser or call our
Claims Helpline
To make a claim contact your adviser or call our Claims
Helpline on 1300 555 250 and:
•• Quote
your policy number as this will help us to locate
your policy details quickly. For privacy purposes you
will need to give your name, your relationship to the life
insured, the insured’s date of birth and address, together
with such other information that may be required.
•• P
rovide, where possible, the date of the event that caused
the claim, and brief details if known.
Within 24 hours of receiving the call, we will send the
appropriate claim form, with a covering letter detailing our
specific requirements to the address you advise.
Step 2 – Correctly complete the forms
we send to you and provide any other
information we need
To assess your claim we require the following documents:
Answers to commonly
asked questions
QWhat if the life insured continues to be disabled?
Step 3 – We assess the claim
•• O
nce we receive the completed claim form and the initial
documents requested, we will begin to assess the claim.
The initial assessment is based on the life insured’s condition
or event meeting the definition(s) in the Policy Terms.
•• I n some circumstances additional information may be
required, which may delay the assessment of your claim.
•• In some cases we require a report from Medicare Australia
on the life insured’s Medicare and/or Pharmaceutical Benefits
Schedule history. On receipt of these records we may require
further information from the service providers listed.
•• W
e may also require details of any claims lodged with
other insurers, for example WorkCover.
•• A
dditionally, on a case by case basis, we may require an
independent medical examination and/or financial evidence.
•• O
nce all the requirements have been met and considered,
a decision is made on the claim.
Step 4 – Determine who receives the benefit
•• Your fully completed claim form. If the life insured is
an employee, the Employer’s Statement is also to be
completed and returned.
We will pay the benefit to the policy owner or their estate as
the case may be. If the policy is owned by OnePath Custodians
Pty Limited (OnePath Custodians) we will pay the life insured
directly on behalf of OnePath Custodians.
•• T he Treating Doctor’s Statement is to be completed
by the life insured’s family doctor and not their
specialist physician.
Step 5 – On successful assessment we pay the
insured amount
Note: The cost of obtaining this Statement is borne by you.
•• The Privacy Statement attached to the claim form.
•• A
copy of the life insured’s current driver’s licence
or passport, or any other form of identification we specify.
•• A
ny requirements stipulated in the covering letter,
including completion of authorities in order for us to
access relevant information to process your claim.
•• If the claim is accepted, monthly benefits will be paid 30 days
after the end of the waiting period. For example, if the waiting
period is 30 days, the first monthly benefit payment is due
60 days after the commencement of the claim.
•• For ongoing claims benefits are payable monthly in arrears.
•• A
covering letter will be provided with each benefit
payment. The policy owner may elect to have payments
made by EFT to their personal bank account.
AA monthly Progress Claim Form will be sent with the
payment. Please use this form to provide us with details
of the life insured’s progress since the previous form was
completed. It is essential to then return the completed
form to us if continuing payments are to be considered.
You will be notified of the date on which the form is
being returned.
Remember details must be provided by you and the
life insured’s family doctor.
QHow regularly does the life insured need to see
a doctor?
AThe life insured must seek medical advice and treatment
from a registered and qualified medical practitioner
(family doctor) at least once a month, for as long as you
are on claim. We require a progress form to be completed
each month. This is essential if we are to continue to pay
the monthly benefit.
QHow long will benefits continue?
AEach month your claim will be assessed against the
evidence, and benefits continue while:
•• the definition(s) within the Policy Terms continues
to be met
•• the life insured has not returned to work
•• the benefit period has not expired
•• the policy has not ceased or been terminated.
QWhat happens when the life insured returns to
work either full time or part time?
AWhen the life insured returns to work in either a partial
or full time capacity, you must inform us in writing.
We will then inform you of the necessary requirements
which may include:
•• partial disability claim form
•• proof of income
•• other financial and/or medical information.
For business expense claims only:
QDo I need a Business Expense Claim Form?
AWe will forward a Statement of Business Expenses Form
for you to complete if Business Expense Cover exists in
your policy and you wish to claim this benefit.
Other financial information may also be necessary to
assess the benefit.
Income protection
and business expense
claims process
Step 1 – Contact your adviser or call our
Claims Helpline
To make a claim contact your adviser or call our Claims
Helpline on 1300 555 250 and:
•• Quote
your policy number as this will help us to locate
your policy details quickly. For privacy purposes you
will need to give your name, your relationship to the life
insured, the insured’s date of birth and address, together
with such other information that may be required.
•• P
rovide, where possible, the date of the event that caused
the claim, and brief details if known.
Within 24 hours of receiving the call, we will send the
appropriate claim form, with a covering letter detailing our
specific requirements to the address you advise.
Step 2 – Correctly complete the forms
we send to you and provide any other
information we need
To assess your claim we require the following documents:
Answers to commonly
asked questions
QWhat if the life insured continues to be disabled?
Step 3 – We assess the claim
•• O
nce we receive the completed claim form and the initial
documents requested, we will begin to assess the claim.
The initial assessment is based on the life insured’s condition
or event meeting the definition(s) in the Policy Terms.
•• I n some circumstances additional information may be
required, which may delay the assessment of your claim.
•• In some cases we require a report from Medicare Australia
on the life insured’s Medicare and/or Pharmaceutical Benefits
Schedule history. On receipt of these records we may require
further information from the service providers listed.
•• W
e may also require details of any claims lodged with
other insurers, for example WorkCover.
•• A
dditionally, on a case by case basis, we may require an
independent medical examination and/or financial evidence.
•• O
nce all the requirements have been met and considered,
a decision is made on the claim.
Step 4 – Determine who receives the benefit
•• Your fully completed claim form. If the life insured is
an employee, the Employer’s Statement is also to be
completed and returned.
We will pay the benefit to the policy owner or their estate as
the case may be. If the policy is owned by OnePath Custodians
Pty Limited (OnePath Custodians) we will pay the life insured
directly on behalf of OnePath Custodians.
•• T he Treating Doctor’s Statement is to be completed
by the life insured’s family doctor and not their
specialist physician.
Step 5 – On successful assessment we pay the
insured amount
Note: The cost of obtaining this Statement is borne by you.
•• The Privacy Statement attached to the claim form.
•• A
copy of the life insured’s current driver’s licence
or passport, or any other form of identification we specify.
•• A
ny requirements stipulated in the covering letter,
including completion of authorities in order for us to
access relevant information to process your claim.
•• If the claim is accepted, monthly benefits will be paid 30 days
after the end of the waiting period. For example, if the waiting
period is 30 days, the first monthly benefit payment is due
60 days after the commencement of the claim.
•• For ongoing claims benefits are payable monthly in arrears.
•• A
covering letter will be provided with each benefit
payment. The policy owner may elect to have payments
made by EFT to their personal bank account.
AA monthly Progress Claim Form will be sent with the
payment. Please use this form to provide us with details
of the life insured’s progress since the previous form was
completed. It is essential to then return the completed
form to us if continuing payments are to be considered.
You will be notified of the date on which the form is
being returned.
Remember details must be provided by you and the
life insured’s family doctor.
QHow regularly does the life insured need to see
a doctor?
AThe life insured must seek medical advice and treatment
from a registered and qualified medical practitioner
(family doctor) at least once a month, for as long as you
are on claim. We require a progress form to be completed
each month. This is essential if we are to continue to pay
the monthly benefit.
QHow long will benefits continue?
AEach month your claim will be assessed against the
evidence, and benefits continue while:
•• the definition(s) within the Policy Terms continues
to be met
•• the life insured has not returned to work
•• the benefit period has not expired
•• the policy has not ceased or been terminated.
QWhat happens when the life insured returns to
work either full time or part time?
AWhen the life insured returns to work in either a partial
or full time capacity, you must inform us in writing.
We will then inform you of the necessary requirements
which may include:
•• partial disability claim form
•• proof of income
•• other financial and/or medical information.
For business expense claims only:
QDo I need a Business Expense Claim Form?
AWe will forward a Statement of Business Expenses Form
for you to complete if Business Expense Cover exists in
your policy and you wish to claim this benefit.
Other financial information may also be necessary to
assess the benefit.
Income protection
and business expense
claims process
Step 1 – Contact your adviser or call our
Claims Helpline
To make a claim contact your adviser or call our Claims
Helpline on 1300 555 250 and:
•• Quote
your policy number as this will help us to locate
your policy details quickly. For privacy purposes you
will need to give your name, your relationship to the life
insured, the insured’s date of birth and address, together
with such other information that may be required.
•• P
rovide, where possible, the date of the event that caused
the claim, and brief details if known.
Within 24 hours of receiving the call, we will send the
appropriate claim form, with a covering letter detailing our
specific requirements to the address you advise.
Step 2 – Correctly complete the forms
we send to you and provide any other
information we need
To assess your claim we require the following documents:
Answers to commonly
asked questions
QWhat if the life insured continues to be disabled?
Step 3 – We assess the claim
•• O
nce we receive the completed claim form and the initial
documents requested, we will begin to assess the claim.
The initial assessment is based on the life insured’s condition
or event meeting the definition(s) in the Policy Terms.
•• I n some circumstances additional information may be
required, which may delay the assessment of your claim.
•• In some cases we require a report from Medicare Australia
on the life insured’s Medicare and/or Pharmaceutical Benefits
Schedule history. On receipt of these records we may require
further information from the service providers listed.
•• W
e may also require details of any claims lodged with
other insurers, for example WorkCover.
•• A
dditionally, on a case by case basis, we may require an
independent medical examination and/or financial evidence.
•• O
nce all the requirements have been met and considered,
a decision is made on the claim.
Step 4 – Determine who receives the benefit
•• Your fully completed claim form. If the life insured is
an employee, the Employer’s Statement is also to be
completed and returned.
We will pay the benefit to the policy owner or their estate as
the case may be. If the policy is owned by OnePath Custodians
Pty Limited (OnePath Custodians) we will pay the life insured
directly on behalf of OnePath Custodians.
•• T he Treating Doctor’s Statement is to be completed
by the life insured’s family doctor and not their
specialist physician.
Step 5 – On successful assessment we pay the
insured amount
Note: The cost of obtaining this Statement is borne by you.
•• The Privacy Statement attached to the claim form.
•• A
copy of the life insured’s current driver’s licence
or passport, or any other form of identification we specify.
•• A
ny requirements stipulated in the covering letter,
including completion of authorities in order for us to
access relevant information to process your claim.
•• If the claim is accepted, monthly benefits will be paid 30 days
after the end of the waiting period. For example, if the waiting
period is 30 days, the first monthly benefit payment is due
60 days after the commencement of the claim.
•• For ongoing claims benefits are payable monthly in arrears.
•• A
covering letter will be provided with each benefit
payment. The policy owner may elect to have payments
made by EFT to their personal bank account.
AA monthly Progress Claim Form will be sent with the
payment. Please use this form to provide us with details
of the life insured’s progress since the previous form was
completed. It is essential to then return the completed
form to us if continuing payments are to be considered.
You will be notified of the date on which the form is
being returned.
Remember details must be provided by you and the
life insured’s family doctor.
QHow regularly does the life insured need to see
a doctor?
AThe life insured must seek medical advice and treatment
from a registered and qualified medical practitioner
(family doctor) at least once a month, for as long as you
are on claim. We require a progress form to be completed
each month. This is essential if we are to continue to pay
the monthly benefit.
QHow long will benefits continue?
AEach month your claim will be assessed against the
evidence, and benefits continue while:
•• the definition(s) within the Policy Terms continues
to be met
•• the life insured has not returned to work
•• the benefit period has not expired
•• the policy has not ceased or been terminated.
QWhat happens when the life insured returns to
work either full time or part time?
AWhen the life insured returns to work in either a partial
or full time capacity, you must inform us in writing.
We will then inform you of the necessary requirements
which may include:
•• partial disability claim form
•• proof of income
•• other financial and/or medical information.
For business expense claims only:
QDo I need a Business Expense Claim Form?
AWe will forward a Statement of Business Expenses Form
for you to complete if Business Expense Cover exists in
your policy and you wish to claim this benefit.
Other financial information may also be necessary to
assess the benefit.
Income protection
and business expense
claims process
Step 1 – Contact your adviser or call our
Claims Helpline
To make a claim contact your adviser or call our Claims
Helpline on 1300 555 250 and:
•• Quote
your policy number as this will help us to locate
your policy details quickly. For privacy purposes you
will need to give your name, your relationship to the life
insured, the insured’s date of birth and address, together
with such other information that may be required.
•• P
rovide, where possible, the date of the event that caused
the claim, and brief details if known.
Within 24 hours of receiving the call, we will send the
appropriate claim form, with a covering letter detailing our
specific requirements to the address you advise.
Step 2 – Correctly complete the forms
we send to you and provide any other
information we need
To assess your claim we require the following documents:
Answers to commonly
asked questions
QWhat if the life insured continues to be disabled?
Step 3 – We assess the claim
•• O
nce we receive the completed claim form and the initial
documents requested, we will begin to assess the claim.
The initial assessment is based on the life insured’s condition
or event meeting the definition(s) in the Policy Terms.
•• I n some circumstances additional information may be
required, which may delay the assessment of your claim.
•• In some cases we require a report from Medicare Australia
on the life insured’s Medicare and/or Pharmaceutical Benefits
Schedule history. On receipt of these records we may require
further information from the service providers listed.
•• W
e may also require details of any claims lodged with
other insurers, for example WorkCover.
•• A
dditionally, on a case by case basis, we may require an
independent medical examination and/or financial evidence.
•• O
nce all the requirements have been met and considered,
a decision is made on the claim.
Step 4 – Determine who receives the benefit
•• Your fully completed claim form. If the life insured is
an employee, the Employer’s Statement is also to be
completed and returned.
We will pay the benefit to the policy owner or their estate as
the case may be. If the policy is owned by OnePath Custodians
Pty Limited (OnePath Custodians) we will pay the life insured
directly on behalf of OnePath Custodians.
•• T he Treating Doctor’s Statement is to be completed
by the life insured’s family doctor and not their
specialist physician.
Step 5 – On successful assessment we pay the
insured amount
Note: The cost of obtaining this Statement is borne by you.
•• The Privacy Statement attached to the claim form.
•• A
copy of the life insured’s current driver’s licence
or passport, or any other form of identification we specify.
•• A
ny requirements stipulated in the covering letter,
including completion of authorities in order for us to
access relevant information to process your claim.
•• If the claim is accepted, monthly benefits will be paid 30 days
after the end of the waiting period. For example, if the waiting
period is 30 days, the first monthly benefit payment is due
60 days after the commencement of the claim.
•• For ongoing claims benefits are payable monthly in arrears.
•• A
covering letter will be provided with each benefit
payment. The policy owner may elect to have payments
made by EFT to their personal bank account.
AA monthly Progress Claim Form will be sent with the
payment. Please use this form to provide us with details
of the life insured’s progress since the previous form was
completed. It is essential to then return the completed
form to us if continuing payments are to be considered.
You will be notified of the date on which the form is
being returned.
Remember details must be provided by you and the
life insured’s family doctor.
QHow regularly does the life insured need to see
a doctor?
AThe life insured must seek medical advice and treatment
from a registered and qualified medical practitioner
(family doctor) at least once a month, for as long as you
are on claim. We require a progress form to be completed
each month. This is essential if we are to continue to pay
the monthly benefit.
QHow long will benefits continue?
AEach month your claim will be assessed against the
evidence, and benefits continue while:
•• the definition(s) within the Policy Terms continues
to be met
•• the life insured has not returned to work
•• the benefit period has not expired
•• the policy has not ceased or been terminated.
QWhat happens when the life insured returns to
work either full time or part time?
AWhen the life insured returns to work in either a partial
or full time capacity, you must inform us in writing.
We will then inform you of the necessary requirements
which may include:
•• partial disability claim form
•• proof of income
•• other financial and/or medical information.
For business expense claims only:
QDo I need a Business Expense Claim Form?
AWe will forward a Statement of Business Expenses Form
for you to complete if Business Expense Cover exists in
your policy and you wish to claim this benefit.
Other financial information may also be necessary to
assess the benefit.
INSURANCE
Five easy steps…
How do I make
a claim?
To make a claim contact your adviser or call:
1.contact your adviser or call
our Claims Helpline
2.correctly complete the forms
we send to you and provide any
other information we need
Claims Helpline
1300 555 250
(Weekdays between 8.30am and 5.00pm, Sydney time)
Where do I send my claim documents?
OnePath Life
Retail Claims
GPO Box 4148
Sydney NSW 2001
3.we assess the claim
4.determine who receives
the benefit
5.on successful assessment we
pay the insured amount.
Income protection and
business expense claims
OnePath Life Limited (OnePath Life)
ABN 33 009 657 176  AFSL 238341
347 Kent Street, Sydney NSW 2000
A policy can only be taken out after completing an Application
Form contained in the Product Disclosure Statement (PDS)
and the application is accepted by OnePath Life Limited
(OnePath Life) and a policy schedule is issued. To learn more
about your benefit, please refer to your Policy Schedule and
the Policy Terms.
This information is current at November 2010 but is subject to change.
Updated information will be available free of charge from onepath.com.au.
It may not be reproduced without prior permission of OnePath Life. Australia
and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522 is an
authorised deposit taking institution (Bank) under the Banking Act 1959 (Cth).
OnePath Life is owned by ANZ – it is the issuer of the product but it is not
a Bank. Except as set out in the issuer’s contract terms (including the PDS),
this product is not a deposit or other liability of ANZ or its related group
companies. None of them stands behind or guarantees the issuer.
A Product Disclosure Statement is available at
onepath.com.au. You should consider the PDS before
deciding to acquire or continue to hold the product.
onepath.com.au
Your step-by-step guide
L0147/1110
We understand that
when you need to
make a claim, it’s
not always
straightforward.
We would like to
help make
things easier.
INSURANCE
Five easy steps…
How do I make
a claim?
To make a claim contact your adviser or call:
1.contact your adviser or call
our Claims Helpline
2.correctly complete the forms
we send to you and provide any
other information we need
Claims Helpline
1300 555 250
(Weekdays between 8.30am and 5.00pm, Sydney time)
Where do I send my claim documents?
OnePath Life
Retail Claims
GPO Box 4148
Sydney NSW 2001
3.we assess the claim
4.determine who receives
the benefit
5.on successful assessment we
pay the insured amount.
Income protection and
business expense claims
OnePath Life Limited (OnePath Life)
ABN 33 009 657 176  AFSL 238341
347 Kent Street, Sydney NSW 2000
A policy can only be taken out after completing an Application
Form contained in the Product Disclosure Statement (PDS)
and the application is accepted by OnePath Life Limited
(OnePath Life) and a policy schedule is issued. To learn more
about your benefit, please refer to your Policy Schedule and
the Policy Terms.
This information is current at November 2010 but is subject to change.
Updated information will be available free of charge from onepath.com.au.
It may not be reproduced without prior permission of OnePath Life. Australia
and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522 is an
authorised deposit taking institution (Bank) under the Banking Act 1959 (Cth).
OnePath Life is owned by ANZ – it is the issuer of the product but it is not
a Bank. Except as set out in the issuer’s contract terms (including the PDS),
this product is not a deposit or other liability of ANZ or its related group
companies. None of them stands behind or guarantees the issuer.
A Product Disclosure Statement is available at
onepath.com.au. You should consider the PDS before
deciding to acquire or continue to hold the product.
onepath.com.au
Your step-by-step guide
L0147/1110
We understand that
when you need to
make a claim, it’s
not always
straightforward.
We would like to
help make
things easier.
INSURANCE
Five easy steps…
How do I make
a claim?
To make a claim contact your adviser or call:
1.contact your adviser or call
our Claims Helpline
2.correctly complete the forms
we send to you and provide any
other information we need
Claims Helpline
1300 555 250
(Weekdays between 8.30am and 5.00pm, Sydney time)
Where do I send my claim documents?
OnePath Life
Retail Claims
GPO Box 4148
Sydney NSW 2001
3.we assess the claim
4.determine who receives
the benefit
5.on successful assessment we
pay the insured amount.
Income protection and
business expense claims
OnePath Life Limited (OnePath Life)
ABN 33 009 657 176  AFSL 238341
347 Kent Street, Sydney NSW 2000
A policy can only be taken out after completing an Application
Form contained in the Product Disclosure Statement (PDS)
and the application is accepted by OnePath Life Limited
(OnePath Life) and a policy schedule is issued. To learn more
about your benefit, please refer to your Policy Schedule and
the Policy Terms.
This information is current at November 2010 but is subject to change.
Updated information will be available free of charge from onepath.com.au.
It may not be reproduced without prior permission of OnePath Life. Australia
and New Zealand Banking Group Limited (ANZ) ABN 11 005 357 522 is an
authorised deposit taking institution (Bank) under the Banking Act 1959 (Cth).
OnePath Life is owned by ANZ – it is the issuer of the product but it is not
a Bank. Except as set out in the issuer’s contract terms (including the PDS),
this product is not a deposit or other liability of ANZ or its related group
companies. None of them stands behind or guarantees the issuer.
A Product Disclosure Statement is available at
onepath.com.au. You should consider the PDS before
deciding to acquire or continue to hold the product.
onepath.com.au
Your step-by-step guide
L0147/1110
We understand that
when you need to
make a claim, it’s
not always
straightforward.
We would like to
help make
things easier.