If you haven’t yet 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 policy number, located at the top of all communications.
For additional convenience and security, the way we communicate with our customers electronically is changing.
For customers who prefer to hear from us via email, 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.
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 email address, postal 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.
Multi-factor authentication (MFA) FAQs
We're adding extra security to the customer portal to make sure your policy and personal information stay safe. This change will apply to customers who use the portal, and it's all about keeping your personal information secure from unauthorised access.
In addition to using your username and password to log into the portal, we are introducing an extra step where you will be sent a verification code to your mobile phone. You will use this code as part of logging into the portal.
This process is known as multi-factor authentication (or MFA for short) and is designed to make sure your policy and personal information stay safe.
The first time you log into the customer portal after we introduce MFA to the login process:
- We’ll require you to provide a mobile number.
- We’ll then immediately send a verification code via SMS to this mobile.
- You’ll enter this code into the verification screen we provide and you will then be taken to your customer portal dashboard page like usual.
For all future logins to the customer portal, once you have successfully entered your username and password, you will only need to complete steps 2 and 3 above.
Step 1 only happens the first time you login.
There is nothing you need to do to prepare for the introduction of MFA. You just need to make sure you have your mobile phone with you each time you log into the customer portal.
When you first log in to the customer portal after we introduce MFA to the login process, we will ask you to provide your mobile number.
This will happen whether:
- You don’t currently have a mobile number captured in our records; or
- You have a mobile number on record but it’s different to the number you provide for MFA authentication; or
- You provide the same mobile number as what we currently have on record.
It’s important to know that the mobile number you provide will update the mobile number we have on our records for you.
We're adding MFA to the customer portal’s login process to make sure your policy and personal information stay safe. This change will apply to all customers who use the portal, and it's all about keeping your personal information secure from unauthorised access.
No, the mobile number provided for MFA will need to be the mobile number recorded on your policy.
Only one mobile number is possible to ensure that access to your policy and personal information in the customer portal remains secure.
Update your mobile phone number with us either by;
- Logging into the customer portal, select ‘Your profile’ then ‘Your Contact Details’ to update your mobile number. Please note that once MFA has started, this mobile number will be used to send your verification code when logging into the portal.
- Your adviser can update your mobile phone number on your behalf. You will receive an email confirming your adviser has done this for you.
- Contact our Customer Care team and they can update your mobile number:
OnePath – 133 667 Weekdays 8:30am to 6:00pm AEST
Zurich – 131 551 Weekdays 8:30am - 7:00pm AEST (Friday 8:30am - 5:30pm)
IMPORTANT: If you no longer have access to your old mobile number, you or your adviser will have to contact our Customer Care team to update your mobile number before logging into the customer portal.
Yes, even if you have changed your mobile number and not told us, the first time you login to the customer portal after we introduce MFA to the login process, the mobile number you provide will automatically update the mobile number we have on record.
If your mobile number has changed after the start of MFA and this is the first time you are logging into the portal since the start of MFA, you will be able to provide your new number for the authentication, as described I question 2 above. This will automatically update your mobile number on record.
If this is not the first time you are logging into the portal since MFA started, you must update your mobile phone number by contacting us before you try to login to the portal. After your initial login we will always SMS the verification code to the mobile number held on our records.
We want to make sure everyone can enjoy the benefits of our customer portal, but it's important to note that having a mobile number is part of our enhanced security measures. If you don't have a mobile number, don’t worry, reach out to our friendly Customer Care team and they'll be happy to help you access your policy information and assist with any inquiries you may have.
Access to the customer portal is at an individual level and each policy owner is able to register for access to the portal using their own unique username and password.
MFA applies to each username and the mobile number held on record for that customer. Each individual policy holder can access the customer portal and will receive an SMS to their mobile when logging into the portal.
Yes, you can both still log in but remember that you will need to retrieve the verification code from your mobile phone, so make sure that you have access to the mobile during the time you are logging into the portal.
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?
To receive communications from us via email you'll need to access My OnePath Life to obtain some policy-related documents, including Annual Review Packs. If you 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.
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 policy number (present at the top of all correspondence) 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.
For additional convenience and security, some policy-related documents are 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.
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.
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 use that email address to register for portal access. If this applies to you, please contact our Customer Care team on 133 667 to discuss other options on how you can register for My OnePath Life.
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.
Contact us
For more information, speak to your Adviser or call us on 133 667 weekdays 8.30am-6pm
Contact us
For more information, speak to your Adviser or call us on 133 667 weekdays 8.30am-6pm