I had Insurance with OnePath, the worst I have ever come across. Over 7 months to process my claim. I was a customer for almost 10 yrs. I am a customer of ANZ Bank thinking they could help me but Onepath even gave them the run around. I took it to the ombudsman and only then they returned my phone calls.
Do yourself a favor and avoid the heartache STAY CLEAR. They will not be there when you are in dire situation and need help. Which is why you are insured in the first place.
Customer Service Bureaucratic Nightmare
I recently received notification of my home insurance renewal. The policy is in the name of my husband, who passed away suddenly a few months ago. I called Onepath to advise them of the change of circumstances. I was advised to send a copy of my late husband's death certificate with the request to cancel the auto DD and reissue the policy in my name as the owner of the property. A simple transaction one would think.
I received a reply advising me I had to provide a copy of a will or a copy of probate. I found this request utterly ridiculo...us given the basis of my request. Remember we are talking about a home and contents policy, not life insurance. Despite my protest over bureaucracy gone mad, this company still insists they will not action my request until I provide documents requested. I sent documents to them today and subsequently cancelled the policy. If they are that bureaucratic over cancelling a policy when the holder is no longer with us, I shudder to think what they would be like to deal with, if ever I needed to make a claim. So, they have lost a long term customer. It's about time companies like this understood it is stressful enough when we lose our loved ones without idiotic paper wars just to action what is in reality a very simple request.
Its not all about price
Went with Onepath which is ANZ for home & contents after I discovered ANZ was rated as the best insurance policy in Australia by Choice, this policy has the bells & whistles but it is not the cheapest but then again my thoughts was if I was to claim then I know it will be covered, if I was prepared to pay on price & lodged a claim & discovered it wasn't covered, premiums would have been a total waste of money over that period of time. Comes down to which policy do you want price or cover.
I switched to OnePath last year when NRMA increased my premium by nearly 40% although I have been with them for over 10 years and have not made one claim. Looks like they expect me to make up for their losses for the floods, bushfires or whatever. It was a very easy, no fuss online process to take out insurance with onepath, and they were 20% cheaper. A few months later my home was right in the centre of a severe hailstorm which ripped apart my shadesails. Again I just made a claim online and a week later they had an assessor come and becau...se the sails were outside, I did not even have to stick around and wait for the guy to arrive. Builder quotes followed then the replacement. Overall I am very happy with the service. Except that after 12 months my premium had gone up by 30% and I didn't even get any advice from them. I got quotes from other major insurers and onepath's premium is still competitive, So I'm happy to stay on although I should have been advised of the steep price hike. good response time, easy process not communicated steep price hike
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