Home Insurance Car Insurance - Product Disclosure Statement and Policy document 1 August 2015
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INSURANCE
Home Insurance
Car Insurance
Product Disclosure Statement and Policy document
1 August 2015OnePath Car Insurance PDS and Policy document The purpose of this PDS Issuers of this PDS and Policy document OnePath Car Insurance is underwritten by This combined Product Disclosure QBE Insurance (Australia) Limited (QBE) Statement (PDS) and Policy document ABN 78 003 191 035 (AFSL 239545). has been designed to help you understand QBE is a member of the QBE Insurance OnePath Car Insurance so you can get the Group Limited ABN 28 008 485 014 most out of your Policy. (ASX: QBE). QBE Insurance Group is This combined Product Disclosure Australia’s largest international general Statement (PDS) and Policy document insurance and reinsurance group, and contains detailed information on OnePath one of the top 25 insurers and reinsurers Car Insurance, including when you are worldwide. The company has been covered, when you are not covered, and operating in Australia since 1886 and maximum cover limits. We have also continues to provide insurance solutions included a glossary on pages 37–39 to that are focused on the needs of describe words with a special meaning. policyholders. To the extent that the content of this OnePath Car Insurance is distributed PDS could be construed as general by OnePath General Insurance Pty advice, it does not take into account your Limited (OnePath General Insurance) personal needs and financial circumstances. ABN 56 072 892 365 (AFSL 288160). You should consider the appropriateness OnePath General Insurance is owned by of the advice, having regard to your Australia and New Zealand Banking Group objectives, financial situation and needs. Limited (ANZ), but it is not a bank. This When you take out OnePath Car Insurance, product is not a deposit or other liability we agree to provide the cover described of ANZ or its related group of companies in your current Schedule and in this PDS and none of them stands behind or as well as any Supplementary PDS we may guarantees QBE or the product. issue. Together, these documents make up the terms and conditions of your Car Insurance Policy with us. We recommend that you read them carefully and store them together in a safe place. The insurer takes full responsibility for this combined PDS and Policy document which has been prepared and is provided in accordance with Australian laws only.
Contents Section Page Why choose OnePath Car Insurance? 1 Choice of cover 2 Comprehensive cover 2 Third Party Property Damage, Fire and Theft cover 2 Third Party Property Damage cover 2 Insured events 3 Liability cover 5 Policy benefits 6 No Claim Bonus 14 Policy options 15 Ways to reduce your premium 15 Optional covers that can be added to your Policy 15 Excesses that may apply when you make a claim 17 Exclusions 18 Event, additional, and optional cover exclusions 18 Liability exclusions 18 General exclusions 19 Your premium 21 How we calculate your premium 21 How to pay your premium 21 Problems with paying your premium 21 Your Policy 22 How to renew your Policy 22 How to change your Policy 22 How to cancel your Policy 23 Cooling off period 23 Claims 24 How to make a claim 24 How we settle your claim 24 Customer complaints 27 How to resolve a complaint or dispute 27
Section Page Our commitment to you 28 The General Insurance Code of Practice 28 Privacy Statement 28 Updating our PDS 34 Financial Claims Scheme 34 Your responsibilities to us 35 Your duty of disclosure 35 Other conditions when you are insured with us 35 Conditions you must comply with when making a claim 36 Sanctions 36 Glossary 37
Simple application process If you are taking out a Policy with us for the first time, simply: Call 132 062 weekdays from 8am to 8pm (AEST) Visit onepath.com.au If we agree to insure you, you will be provided with a Schedule setting out the details of your Policy. For 24 hours a day claims service Call 132 062
Why choose OnePath
Car Insurance?
Our Car Insurance is the hassle-free way for Great ways to reduce your
you to comprehensively protect your car, premium including:
offering a range of benefits including:
•• nominated driver option
•• after accident care benefits
•• low kilometre option
–– use of genuine parts
•• choosing a higher excess.
–– choice of repairer
Discover these benefits in full detail
–– lifetime repair guarantee in this PDS.
–– towing services
–– emergency travel and accommodation
–– 24 hours a day, 7 days a week claims
assistance service helpline 132 062
•• optional car hire
•• additional benefits
–– protection of personal belongings
–– personal legal liability
–– protection against damage or loss
of baby seats and capsules
–– new car replacement
–– cover for keys, locks and barrels
–– choice of agreed or market value
–– pay by the month at no extra cost.
1Choice of cover
Our Car Insurance provides cover for Third Party Property Damage,
your motor vehicle anywhere in Australia.
Under this insurance you can choose from
Fire and Theft cover
three different levels of cover, depending Provides cover for:
on your needs. •• loss or damage to your vehicle by fire
or theft only
Comprehensive cover •• your legal liability for loss or damage to
Provides cover for: another person’s vehicle or property.
•• loss or damage to your vehicle
•• your legal liability for loss or damage to
Third Party Property
another person’s vehicle or property. Damage cover
Provides cover for your legal liability for
Comprehensive cover offers additional
loss or damage to another person’s vehicle
Policy options as outlined on pages 15-16.
or property only.
2Insured events
If you have a Comprehensive Policy, Third Party Property Damage, Fire and Theft Policy, or
Third Party Property Damage Policy, we will provide cover for loss or damage as a result of
any events that we have agreed to cover. There are a number of events we will only cover
under specific conditions. These are listed on the following pages.
When you make a claim and you are at fault:
•• your No Claim Bonus may be reduced, and
•• you will need to pay any excesses that apply.
Event Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Accidental We will cover your vehicle 3 7 7
damage for accidental damage,
to your including damage as a result
vehicle of a collision.
Fire We will cover your vehicle 3 3 7
for loss or damage as a
result of fire.
We will not cover your vehicle
for loss or damage caused by
bushfire or grassfire within
48 hours of the start date of
your Policy, unless:
•• you took out your insurance
with us immediately after
another insurance Policy
covering the same vehicle
ended, without a break in
cover, or
•• you had entered into a
contract of sale to purchase
your vehicle, or a contract to
lease your vehicle, and took
out your insurance with us
for the vehicle prior to taking
possession of the vehicle.
3Event Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Storm or We will cover your vehicle for 3 7 7
flood loss or damage as a result of
storm or flood.
We will not cover your vehicle
for loss or damage caused by
a named cyclone within
48 hours of the start date of
your Policy, unless:
•• you took out your insurance
with us immediately after
another insurance Policy
covering the same vehicle
ended, without a break in
cover, or
•• you had entered into a
contract of sale to purchase
your vehicle, or a contract to
lease your vehicle, and took
out your insurance with us
for the vehicle prior to taking
possession of the vehicle.
Theft or We will cover your vehicle for 3 3 7
attempted loss or damage as a result of
theft theft or attempted theft.
We also cover theft of the keys
to your vehicle and certain
items in your car, refer to
Policy benefits on pages 6–13.
The theft or attempted theft
must be reported to the Police.
Vandalism We will cover your vehicle for 3 7 7
or a loss or damage as a result of
malicious vandalism or a malicious act.
act The vandalism or malicious act
must be reported to the Police.
4Liability cover
This cover applies if you have a Comprehensive Policy, Third Party Property Damage,
Fire and Theft Policy, or Third Party Property Damage Policy.
Cover Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Liability We will cover you, a 3 3 3
nominated driver, an
authorised driver, or
passengers of your vehicle,
for legal liability if your
vehicle or a substitute vehicle
is involved in an event that
causes loss or damage to
someone else’s property,
or death or bodily injury to
other people.
We will cover liability claims up to $20,000,000 (inclusive of GST) for any event. This amount
includes any legal costs that must be paid to defend the claim and any costs awarded
against the person who was at fault.
We will cover you, a nominated driver or an authorised driver for any liability that
arises from:
•• loading or unloading goods
•• the use of your vehicle or substitute vehicle, or any one trailer, caravan or broken down
vehicle attached to your vehicle
•• goods falling from your vehicle or substitute vehicle, or
•• using your vehicle or substitute vehicle on behalf of you or their employer, principal,
partner or the Australian, State or local government.
We will cover lawfully travelling passengers of your vehicle for any liability that arises from
being in or getting into or out of your vehicle or a substitute vehicle.
We will only cover liability for death or bodily injury when there is no insurance required by
law that already provides this cover. If this insurance was available to you and you did not
take it, we will not pay the claim.
5Policy benefits
As part of your car insurance Policy and depending on the type of cover you have we will
automatically cover the following benefits. These Policy benefits are only available if they
occur as a result of an insured event.
Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Baby capsules If baby capsules or 3 7 7
and child seats child seats are damaged
while in your vehicle, or
stolen from your vehicle,
we will cover their
replacement cost.
Choice of You can suggest a 3 3 3
repairer repairer, or we can Only if you
suggest one for you. are making
If we do not accept a claim for
your choice of uninsured
repairer, you must still motorist
cooperate with us to damage
select another repairer (see page 13)
that we both agree on.
Emergency If your vehicle needs 3 7 7
or temporary emergency or
repairs temporary repairs so
that it can be driven or
used, we will cover the
cost of repairs up to
$500 (inclusive of GST)
per event.
The emergency or
temporary repairs must
be a result of an event we
have agreed to cover.
We will need receipts
for the repairs.
6Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Hire vehicle If your vehicle is: 3 3 7
costs following •• stolen, or
a theft or
•• if it is unsafe to drive
attempted theft
as a result of theft or
attempted theft
we will pay up to $75 per
day (inclusive of GST) for
up to a total of 14 days
for the cost of a hire
vehicle from the time
the theft or attempted
theft occurred.
We will only cover the
cost of a hire vehicle:
•• until your vehicle
is recovered and
repaired, or
•• until we settle your
claim if your vehicle is
a total loss
up to a total of 14 days,
whichever is the shortest
period of time.
The hire vehicle
must be similar to
your own vehicle.
You will need to
organise and pay for
the hire car. We are
not responsible for
ensuring that a hire car
is available. You must
also give us a copy of
the rental agreement
and any receipts for the
hire car before we will
pay you.
7Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Hire vehicle We will not cover: 3 3 7
costs following •• loss or damage to the
theft or hire vehicle, or any
attempted theft costs to run the hire
(continued) vehicle including the
cost of fuel
•• any insurance excess
or other costs,
including rental bonds
which you may be
liable for under the
hire agreement
•• any other additional
hire costs.
Personal items If personal items are 3 7 7
in your car damaged in an event
or stolen from your
locked car, we will cover
the cost to repair or
replace them up to $500
(inclusive of GST).
We will only cover loss
or damage as a result of
theft or attempted theft
from a locked car.
The theft or attempted
theft of personal items
must be reported to
the Police.
We will not cover:
•• money, cheques,
financial transaction
cards
•• property used for
earning an income.
8Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Removal of If your vehicle is 3 7 7
debris damaged, we will cover
the reasonable costs
to remove the vehicle
debris from the site
where it occurred.
Replacement of If the keys to your 3 3 7
keys, barrels and vehicle have been
recoding of locks stolen, and we accept
your claim, we will pay
for the replacement of
your vehicle’s keys and if
necessary the recoding
of your vehicle’s locks up
to a maximum of $1,000
after deduction of your
basic Policy excess.
To be entitled to
this benefit:
•• the theft of the keys
needs to have been
reported to the Police
•• the keys would need
to have been stolen by
someone other than
you, a member of your
family, another person
who resides with you
or someone invited to
your place of residence.
If your claim relates
solely to replacement
of keys, barrels and
recoding of locks, cover
under this benefit does
not entitle you to a
claim for a rental
vehicle or any other
additional benefit.
9Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Replacing your If your vehicle is a 3 7 7
vehicle after a total loss as a result of
total loss an insured event, we
may decide to replace
your vehicle with a
new vehicle.
We will only replace
your vehicle with a new
vehicle if your:
•• car is less than two
years old and has not
travelled more than
30,000 kilometres
•• car is more than
two years old, but
less than three years
old, and has not
travelled more than
50,000 kilometres.
Towing and If your vehicle is 3 3 3
transport of damaged in an insured Only if Only if
your vehicle event and cannot be you are you are
driven or used, we will making a making a
tow it from the scene of claim for claim for
the event to either: uninsured uninsured
•• a place of safety motorist motorist
damage damage
•• the nearest repairer
(see page 13) (see page 13)
•• any other place we
agree to.
We will cover the cost
of one tow, however
if there is more than one
tow, we will decide if it
is covered.
10Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Towing and In addition, if the event 3 3 3
transport of occurs more than 100 Only if you Only if you
your vehicle kilometres from your are making are making
(continued) home, we will also cover a claim for a claim for
the cost of transporting uninsured uninsured
your vehicle up to $500 motorist motorist
(inclusive of GST). damage damage
If we do this, we will (see page 13) (see page 13)
cover either:
•• transport from the
place where your
vehicle is repaired, if it
is repaired more than
100 kilometres from
your home, to your
home after the repairs
have been completed
•• transport to a repairer
in your local area.
Trailers attached If a trailer suffers loss or 3 7 7
to your vehicle damage while attached
to your vehicle, we will
pay the lesser of:
•• the cost to repair
your trailer
•• the market value of
your trailer
up to $1,000 (inclusive
of GST).
The trailer must be
attached to your vehicle
at the time of the event.
We will not cover the
contents of the trailer.
11Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Transport or If your vehicle is 3 7 7
accommodation damaged in an
when you are event more than 100
away from home kilometres from your
home and cannot be
driven or used, we will
cover the cost of either:
•• transportation for
you and your
passengers to your
home or destination
•• temporary
accommodation
for you and
your passengers for
one night
up to $500 (inclusive of
GST) in total.
12Benefit Description Comprehensive Third Party Third
Property Party
Damage, Property
Fire & Theft Damage
Uninsured If your vehicle suffers 3 3 3
motorist damage loss or damage as a Up to Up to
result of a collision $5,000 $5,000
with an uninsured (inclusive (inclusive
vehicle and we of GST) of GST)
determine that you
are not at fault, we will
cover the cost to repair
your vehicle, including
towing your vehicle.
The vehicle that
caused the damage
to your vehicle must
be uninsured.
You will need to provide
us with:
•• the name and current
residential address of
the driver responsible
for the collision
•• registration details of
the other vehicle
•• proof that the other
vehicle was uninsured.
13No Claim Bonus
No Claim Bonus is a discount on the If your car is involved in an event, your
Policy premium awarded for not making No Claim Bonus will not be affected if:
at fault claims. Based on the claims
•• w
e decide the event was not your
lodged during the period of insurance,
fault, and you provide us with the
your Policy’s No Claim Bonus will be
name, current residential address and
adjusted when you renew your Policy
vehicle registration of the person who
and this can either:
caused the event
•• increase (up to our maximum
•• your claim is for damage caused by a
No Claim Bonus)
storm or other naturally occurring event.
•• decrease
If you make a claim and we decide that
•• remain the same. you are at fault, your No Claim Bonus will
be affected and may be reduced when
you renew your Policy.
Please refer to page 16 for ways of
protecting your No Claim Bonus.
14Policy options
Ways to reduce your premium Optional covers that can be
The following optional covers if selected added to your Policy
and accepted by us will provide you with If you are taking out a Comprehensive
a premium discount and will be listed Policy, you can broaden the scope of your
on your Schedule. These covers are only cover by adding the following options.
available to Comprehensive Policyholders. You will need to apply for this cover, and
pay an additional premium.
Nominated driver option
Any options that we agree to add to
If you choose this option, we will calculate
your Policy will be listed on your
your premium on the basis that your
current Schedule.
car will be driven by no more than two
nominated drivers who are 30 years of age These options are available under the
or over. The drivers you nominate will be Comprehensive Policy only.
listed on your Schedule.
Hire vehicle following an incident
Under this Policy we will not cover any loss,
damage or liability if your vehicle is driven If you have selected this option, and your
by someone who is under 30 years of age, vehicle is damaged in an event which is
unless it is being: covered under this Policy, and we have
agreed to pay your claim, we will pay you
•• parked by a parking attendant for the cost of hiring an alternative vehicle
•• repaired, serviced or tested while your vehicle is being repaired or if
deemed a total loss.
•• used to transport a person in the event
of a medical emergency. We will pay you up to $75 per day:
•• up to 14 days
Low kilometre option
•• until your vehicle is repaired
If you choose this Policy, your premium will
be calculated on the basis that your car will •• until we pay your claim
not be driven more than 10,000 kilometres
whichever happens first.
during your period of insurance. If you
exceed the 10,000 kilometre limit, you may The cover will commence on the date your
also need to pay an additional premium. vehicle is taken to the repairer.
We will not pay for:
Choosing a higher excess
•• additional hiring costs
If you elect to increase your excess you will
receive a premium discount. •• running costs, including the cost of fuel
15•• damage to the hire car Windscreen Protection option
•• any insurance, insurance excess or other If you select this option, you will be covered
costs you may be liable for under the for accidental breakage or damage to
hire car rental agreement. your vehicle’s windscreen or window glass
without you having to pay your basic
We will not cover you under this optional excess. This option will provide protection
benefit if the only damage to your vehicle for one damaged windscreen or window
is to its windscreens or window glass. glass in any one period of insurance.
No Claim Bonus protection Claims for accidental breakage or
damage to your windscreen or window
If you select this option, your No Claim
glass under this option will not affect
Bonus will not be reduced if you make
your No Claim Bonus.
one at fault claim during your period of
insurance. To be eligible for this option,
you must have a current No Claim Bonus.
If you make more than one at fault claim
during your period of insurance, your No
Claim Bonus will be reduced at the next
renewal of your Policy.
Lifetime No Claim Bonus protection
If you select this option, your maximum
No Claim Bonus will not be reduced or
affected by any at fault claims you make.
To be eligible for this option you will
need to:
•• currently have a maximum
No Claim Bonus and have had this for
at least two consecutive years; and
•• have not had any at fault claims in the
last five years.
16Excesses that may apply
when you make a claim
An ‘excess’ is your contribution towards the The type of excess that applies to your
cost of a claim. We will tell you if you need Policy and the amount of that excess will
to pay an excess when you make a claim. be listed on your Schedule.
The following types of excesses may apply: You may need to pay more than one type
of excess when you make a claim. You will
•• basic excess – the basic excess that
only need to pay this amount once when
applies to your Policy which you may
you make a claim.
have elected, varies depending on the
make and model of your vehicle, and An excess will not apply if the event was
the State or Territory in which your not the fault of the driver of your vehicle,
vehicle is used and we are provided with the contact
details of the person who caused the
•• age excess – applies when the event
event, including their name, current
you are claiming for occurred while
residential address and vehicle registration,
your car was being driven by a person
and who they are insured with.
less than 25 years of age. This excess is
in addition to the basic excess
•• undeclared driver excess – applies
when the event you are claiming for
occurred while your car was being
driven by a person not listed on your
Schedule. This excess is in addition to
the basic and age excess.
17Exclusions
Any cover we provide is subject to the •• liability for any agreement or contract
following exclusions. you, a nominated driver, or an
authorised driver enter into, unless
Event, additional, and optional you, the nominated driver or
authorised driver would have
cover exclusions been liable without the agreement
We will not cover: or contract
•• the reduction in value of your vehicle •• damage to property that belongs to,
due to its age and condition or that is in the control of:
•• costs of any part, or parts of your –– you, any member of your family
vehicle that wear out who normally lives with you, or
•• repairing or replacing parts that have any other person who normally
failed or broken down lives with you
•• rust or corrosion in, or on, your vehicle –– a nominated driver, or any member
of the nominated driver’s family
•• failure of the body and frame of your who normally lives with that
vehicle, or mechanical or electrical nominated driver
breakdown, unless the failure or
breakdown results in damage to your –– an authorised driver, or any member
vehicle by accident or fire of the authorised driver’s family
who normally lives with that
•• damage to the tyres on your vehicle authorised driver
that occurs solely by applying the
brakes, or by punctures, cuts or bursting –– any person that you, a nominated
of the tyres, and which does not arise driver, or an authorised driver employ
from an event covered by this Policy. however, we will pay claims arising from
damage to a residential building that is
Liability exclusions rented and occupied by any of the
above people.
We will not cover:
•• personal injury to:
•• penalties, fines or awards of aggravated,
exemplary or punitive damages made –– you, any member of your family who
against you, a nominated driver, normally lives with you, or any other
an authorised driver, or a passenger person who normally lives with you
•• events where there is insurance –– a nominated driver, or any member
required by law that provides cover for of the nominated driver’s family
your liability, or it was available to you who normally lives with that
and you did not take it out nominated driver
18–– an authorised driver, or any member –– did not remain at the scene of the
of the authorised driver’s family event for the time required by law, or
who normally lives with that until the Police arrived, without any
authorised driver reasonable excuse.
–– any person you, a nominated driver, However, this exclusion will only apply
or an authorised driver employs. to you if you knew, or should have
known, that the nominated driver, or the
General exclusions authorised driver was under the influence
of alcohol or drugs, or had a blood alcohol
We will not cover any loss, damage
level higher than the level allowed by law.
or liability:
The law that will apply is the law of the
•• that occurs outside Australia State or Territory where the loss, damage
or liability occurred
•• that does not occur within your period
of insurance •• if you have selected the nominated
driver option and your vehicle is driven
•• if there is a special condition listed on
by someone who is under 30 years of
your current Schedule that states that
age, unless it is being:
there is no cover when the vehicle is
driven by a specified person, and that –– parked by a parking attendant
person was driving the vehicle at the –– repaired, serviced or tested
time of the event
–– used to transport a person in the
•• deliberately caused by you, a member event of a medical emergency
of your family, a nominated driver, or an
•• if you have selected the low kilometre
authorised driver
option and your vehicle has travelled
•• where you, a nominated driver, or an more than 10,000 kilometres on
authorised driver: average per year
–– had a blood alcohol level higher •• if your vehicle or a substitute vehicle is
than the level allowed by law being used for:
–– were under the influence of alcohol –– an unlawful purpose
or drugs –– hire
–– refused a test to determine alcohol –– carrying passengers and you, a
or drug levels, including a failure to nominated driver or an authorised
report to a Police station within the driver get paid for doing so
legal time frame following an event (this does not include a private
that requires a drug or alcohol test transport pooling arrangement,
or if your employer pays you a
travel allowance)
19–– carrying goods and you, a
nominated driver or an authorised
driver are paid for doing so
–– any purpose other than that for
which your vehicle was made
–– a motor sport
•• that arises from the lawful destruction
or confiscation of your property
•• if you have not met your responsibilities
to us
•• if your vehicle or a substitute vehicle is:
–– in an unsafe condition, and you
knew, or should have known that
it was unsafe to use
–– used, or driven by, an
unlicensed driver
–– unregistered
–– damaged in an event and you
do not take reasonable steps to
prevent further loss or damage,
including if your vehicle is stolen
and then found, and you have
been told where it is
•• arising from war or warlike activity
(war does not have to be declared)
•• arising from hostilities, rebellion,
insurrection or revolution
•• arising from contamination by
chemical and/or biological agents
which results from an act of terrorism
•• arising from anything nuclear
or radioactive.
20Your premium
How we calculate How to pay your premium
your premium We offer a range of convenient payment
Your premium, including any taxes and options. You can pay your premium in:
charges, will be featured on your Schedule. •• one lump sum by credit card or
We will base your premium on: direct debit
•• the type of cover you have chosen, •• monthly instalments by credit card or
including any options that you direct debit, at no extra cost.
have added
•• whether you have nominated a market Problems with paying
or agreed value for your vehicle your premium
•• the excess If you cannot pay your premium, please
contact OnePath Customer Services
•• the value of your vehicle
immediately on 132 062, weekdays from
•• the age, make and model of 8am to 8pm (AEST).
your vehicle
We may cancel your Policy if:
•• any modifications, manufacturers
•• you do not pay your premium
options or accessories
•• you pay your premium by
•• where your vehicle is kept
instalments and you are more than
•• what your vehicle is used for one month behind.
•• the age, driving experience and If you pay by instalments, we may
claims history of the drivers refuse to pay a claim if at least one
instalment of the premium is overdue
•• any special conditions that we
for one month or more.
have applied.
Premiums are also subject to
Commonwealth and State taxes and/or
charges, including GST and stamp duty,
which will be listed on your Schedule.
21Your Policy
How to renew your Policy Step 1 – Contact us to change your
Before your current Policy expires, we Policy or update your details
may send you an offer to renew your Call OnePath Customer Services on 132 062,
insurance. This offer will include an weekdays from 8am to 8pm (AEST).
updated Schedule and provide a premium
If you replace your vehicle
based on the information contained in
your current Policy. 1. If you replace your vehicle with another
vehicle, your cover for your original
You will then need to review the proposed vehicle will end. If you replace your
Policy and premium. If you have any vehicle within one month of disposing
questions or would like to change your of it, we will provide the same cover for
cover, you will need to call 132 062, your replacement vehicle for 14 days
weekdays from 8am to 8pm (AEST). from the date you take possession of it.
If you accept the conditions of the 2. If you wish to continue cover for your
new Policy, you then need to pay your replacement vehicle, you will need to
premium. If you paid your last premium contact us to take out a Policy within
by instalments, we will continue to deduct 14 days, or your cover will end. If we do
payments from your nominated account. continue the cover, we will advise you
If you paid your last premium in one lump of any change to the premium or terms
sum, we must receive your payment by of insurance.
the due date, otherwise your vehicle will
not be insured. Please refer to page 35 of this document
for a full list of other responsibilities you
must meet when you are insured with us.
How to change your Policy
It’s important that all the details in your Step 2 – Check the changes
Policy are current and correct so we have
After we update your details, you will
tried to make it as easy as possible for you.
be sent an Endorsement Schedule.
This Schedule includes any changes or
variations you have requested and we have
agreed to, and any conditions we may have
applied to that agreement including any
change in premium.
22Step 3 – Pay your premium if it
has increased
We will tell you if your premium has
increased. If you pay your premium
by instalments, we will adjust your
instalments and commence deducting
the new amount from your nominated
account. If you pay your premium in one
lump sum, we must receive your additional
payment within one month.
How to cancel your Policy
If you want to cancel your Policy, call
OnePath Customer Services on 132 062,
weekdays from 8am to 8pm (AEST). We
may need your cancellation request in
writing. If you cancel your Policy before
it ends and provided no claim has been
made, we will refund an amount for the
unused premium.
Cooling off period
You have the right to cancel your Policy
during the 21 day cooling off period, after
its commencement, provided no claim
has been made within this period.
If you cancel your Policy within this period,
we will return to you any premiums you
have paid us.
23Claims
How to make a claim To help us assess your claim when you call,
we will ask you a range of questions and
To help us make the claims process as easy
you may need to:
as possible for you, please follow these
simple steps for motor vehicle claims. •• provide proof of ownership of your
vehicle, or any personal items, baby
Make sure you have all the relevant capsules or child seats
information to support your claim •• allow us to inspect your vehicle
We will need:
•• provide quotations from a repairer.
•• contact details of any other people
At the time of making a claim under the
involved in the event, including their
Policy, you must provide us with certain
name, current residential address
GST information relevant to both your
and vehicle registration and who
policy and your claim. If you do not provide
they are insured with
us with this information we may deduct
•• any letters, notices or court documents up to 1/11 of the amount otherwise
about the event within 72 hours of payable in settlement of your claim.
receiving them
You must not:
•• you to inform the Police immediately
•• admit guilt or fault (except in court or
when required to do so by law
to the Police)
or when the incident is theft or
malicious damage •• offer or negotiate to pay a claim
•• you to not have any repairs done until •• admit any liability.
we give you authority and we reserve
the right to choose the repairer How we settle your claim
•• you to take reasonable steps to reduce
the loss or damage and to prevent We will decide how we will settle
further loss or damage. your claim
If your vehicle suffers loss or damage
Call us on 132 062 (24 hours a day, (applicable to Comprehensive and Third
7 days a week) to make a claim Party Property Damage, Fire and Theft
cover) as a result of an event that we have
Our claims assistance service is open
agreed to cover, we will decide whether to:
24 hours a day, 7 days a week so we can
give you immediate advice and assistance •• repair your vehicle
with your claim. You will need to make
•• replace your vehicle (applies to
your claim as soon as possible, as any
‘total loss’ only. Refer to page 10 for
delays may reduce the amount that we can
full details)
pay, or prevent us from paying a claim.
24•• pay you the cost to repair your vehicle If we choose to pay you, we will pay you
the fair and reasonable costs to repair your
•• pay you the agreed or market value
vehicle after deducting:
as listed on your current Schedule.
•• any excess
If your claim is a liability claim, we may
choose to take over the defence of the claim. •• any input tax credit you are entitled
to under A New Tax System (Goods and
When we settle your claim, the law that
Services Tax) Act 1999.
will apply is the law of the State or Territory
where the loss, damage or liability occurred. We will make these deductions from any
amount that we pay you.
If you make a claim under Comprehensive
cover for your car, your No Claim Bonus When your vehicle is repaired, the repairer
may be affected. may use reusable parts or parts that are
not manufactured by a supplier to the
If you need to pay an excess vehicle’s original manufacturer which:
We will tell you if you need to pay the •• are consistent with the age and
excess to us, the repairer or the supplier. condition of the vehicle
If we settle your claim, we may deduct the
•• do not affect the safety or the structural
amount of excess from the amount we
integrity of the vehicle
settle your claim for.
•• comply with the vehicle manufacturer’s
Where we elect to repair your vehicle specifications and applicable Australian
If we decide your vehicle should be Design Rules
repaired, you can suggest a repairer, or •• do not adversely affect the post repair
we can suggest one for you. If we do not appearance of the vehicle
accept your choice of repairer, you must
still cooperate with us to select another •• do not void or affect the warranty
repairer that we both agree on. If we provided by the vehicle manufacturer.
authorise the repairer, we will deal directly In repairing your vehicle, we may arrange
with them about payment. This is our for a part of the repair to be carried out by
Policy on choice of repairer. We will also a specialist service provider, for example
assist by arranging towing if your vehicle windscreen repairs.
cannot be driven.
We guarantee workmanship of the repairs
authorised by us. This guarantee is for the
life of the vehicle and is in addition to your
statutory rights against the repairer and
warranties that you have from the repairer
directly. Wear and tear is not covered by
this guarantee.
25You may have to contribute We will also cover:
to the cost of repairs •• the dealer delivery fee
We are entitled to require you to contribute
•• the first 12 months of registration
towards the cost of repairs where the
and Compulsory Third Party (CTP)
condition or appearance of your vehicle
insurance, if applicable on the
improves as a result of replacing old parts
replacement vehicle.
with new parts, repairing existing damage
or repainting more than the damaged area. If your vehicle is under finance, we will
need written consent from your
If your vehicle is a total loss financier before we can offer you a
and we decide to pay you replacement vehicle.
We will pay you the agreed or market value You will need to pay:
of your vehicle, as listed on your Schedule,
•• any excesses that apply
after deducting:
•• any unpaid premium.
•• any excess
We will tell you who to pay these to.
•• any unpaid premium
•• any input tax credit you would If your vehicle suffers loss or damage
have been entitled to under A New Tax as a result of a collision and we
System (Goods and Services Tax) Act 1999
have agreed to provide cover under
•• the value of any pre-existing unrepaired uninsured motorist damage
damage as determined by us. We will pay you the market value of your
After we settle your claim for a total loss vehicle or the cost to repair your vehicle,
your Policy comes to an end and no refund including towing, after deducting:
of your premium is due. Any salvage •• any unpaid premium
becomes our property. We will receive any
vehicle registration refund, in states where •• any input tax credit you would have
we are entitled to do so. You will provide us been entitled to under A New Tax System
with a signed written authority to enable (Goods and Services Tax) Act 1999, or any
us to recover this refund. input tax credits you would have been
entitled to if you had paid to repair or
If we decide to replace your vehicle, we will replace your vehicle
do so with:
•• the value of any pre-existing unrepaired
•• a vehicle of the same make, model and damage as determined by us.
series, provided it is available locally
For Third Party Property Damage, Fire and
•• the nearest equivalent. Theft or Third Party Property Damage
Policies the most we will pay is $5,000.
26Customer complaints
How to resolve a complaint Escalating your complaint
or dispute If you are not satisfied with the resolution
offered by our customer care unit, you can
Talk to us have your complaint reviewed by a Dispute
Our commitment to ensuring our products Resolution Specialist.
and services meet your expectations A final decision will be provided within
means we value your feedback regarding 15 business days of your complaint being
how we are performing. escalated, unless they have requested and
Our customer care unit is your first point of you have agreed to give them more time.
contact for raising complaints or providing
feedback. You can contact us directly External Dispute Resolution
via phone, email or in writing and we If you are not satisfied with the outcome
will endeavour to resolve your concerns of your complaint, or if we’ve taken more
quickly and fairly. We will aim to resolve than 45 days to respond to you from the
your complaint within 15 business days. date you first made your complaint, you
can contact the Financial Ombudsman
Phone 132 062, weekdays
Service (FOS), an ASIC approved external
from 8am to 8pm (AEST)
dispute resolution body.
Email onepathinsurance@qbe.com
FOS is a free service that resolves insurance
Address Customer Care Unit disputes between consumers and insurers.
PO Box 1422 If you wish to access FOS, you can contact
PARRAMATTA NSW 2124 them:
Phone 1300 780 808, weekdays
9am – 5pm (Melbourne time)
Email info@fos.org.au
Mail GPO Box 3, Melbourne VIC 3001
Website www.fos.org.au
27Our commitment to you
The General Insurance As part of the ANZ group, OnePath
manages your personal information in
Code of Practice accordance with ANZ’s Privacy Policy.
We support the General Insurance Code A copy of ANZ’s Privacy Policy is available
of Practice. The Code aims to: on request or may be downloaded from
•• promote more informed relations onepath.com.au/privacy-policy
between insurers and their customers In order to undertake the distribution,
•• improve consumer confidence in the management and administration of this
general insurance industry product, it may be necessary for OnePath
and other members of the ANZ group
•• provide better mechanisms for the to disclose your personal information to
resolution of complaints and disputes certain third parties.
between insurers and their customers
Unless you consent to such disclosure
•• commit insurers and the professionals OnePath and other members of the ANZ
they rely upon to higher standards of group will not be able to consider the
customer service. information you have provided.
You can get a copy of the Code from the
Insurance Council of Australia website, Providing your information to others
www.insurancecouncil.com.au The parties to whom OnePath may
routinely disclose your personal
Privacy Statement information include:
•• to QBE, as the issuer of this product
OnePath
OnePath is committed to ensuring the •• an organisation that assists OnePath and
confidentiality and security of your other ANZ group companies to detect
personal information. and protect against consumer fraud
As the distributer of this product, OnePath •• any related company of OnePath which
collects your personal information from will use the information for the same
you in order to distribute, manage and purposes as OnePath and other ANZ
administer its products and services. group companies and will act under
Without your personal information, ANZ’s Privacy Policy
OnePath may not be able to process •• an organisation that is in an arrangement
your application or provide you with the or alliance with OnePath or other
products or services you require. ANZ group companies to jointly offer
products and/or to share information
for marketing purposes (and any of its
28outsourced service providers or agents), Collecting sensitive information
to enable them or OnePath and/or other OnePath will not collect sensitive
ANZ group companies to provide you information about you, such as information
with products or services and/or to about any criminal charges, without
promote a product or service your consent. Any sensitive information
•• organisations performing collected about you will only be used by
administration or compliance functions the insurer to assess your application and
in relation to the products and services if approved, to provide this product.
OnePath/ANZ provides
•• OnePath’s/ANZ’s solicitors or legal Privacy consent
representatives OnePath and other ANZ group companies
may send you information about their
•• organisations maintaining OnePath/
financial products and services from time
ANZ’s information technology systems
to time. OnePath/ANZ may also disclose
•• organisations providing mailing and your information (other than sensitive
printing services information) to its related companies
•• persons who act on your behalf (such as or alliance partners to enable them or
your agent or financial adviser) OnePath/ANZ to tell you about a product
or service offered by them or a third party
•• regulatory bodies, government agencies,
with whom they have an arrangement.
law enforcement bodies and courts.
You may elect not to receive such
OnePath and other ANZ group companies
information at any time by contacting
will also disclose your personal information
Customer Services on 13 13 14.
in circumstances where they are required
by law to do so. Where you wish to authorise any other
parties to act on your behalf, to receive
OnePath and other ANZ group companies
information and/or undertake transactions
may disclose information to recipients
please notify OnePath in writing.
(including service providers and related
companies) which are (1) located outside If you give OnePath personal information
Australia and/or (2) not established in or do about someone else, please show them
not carry on business in Australia. a copy of this document so that they
may understand the manner in which
You can find details about the location of
their personal information may be used
these recipients in ANZ’s Privacy Policy.
or disclosed by OnePath and other ANZ
If you do not want OnePath, other ANZ group members in connection with your
group companies or alliance partners to dealings with OnePath/ANZ.
tell you about products or services, phone
Customer Services 13 13 14 to withdraw
your consent.
29Privacy Policy Elders Insurance (Underwriting Agency)
ANZ’s Privacy Policy contains information Pty Limited ABN 56 138 879 023
about: AFSL 340965, QBE Lenders’ Mortgage
Insurance Limited ABN 70 000 511 071
•• when OnePath and other ANZ group and Trade Credit Underwriting Agency
companies may collect information Pty Limited ABN 73 160 077 574 (we, our
from a third party and us).
•• how to access and seek correction of We’re committed to safeguarding your
personal information privacy and the confidentiality of your
•• how you can raise concerns that personal information and are bound by the
OnePath and other ANZ group Australian Privacy Principles which are set
companies has breached the Privacy Act out in the Privacy Act 1988 (Cth) (the Act).
or an applicable code and how OnePath/
ANZ will deal with those matters. Kinds of personal information we
collect and hold
You can contact ANZ about your
information or any other privacy matter as Personal information we may collect from
follows: you includes:
GPO Box 75 •• your name, address, date of birth and
Sydney NSW 2001 contact details;
Email yourfeedback@anz.com •• details of any property you insure;
OnePath may charge you a reasonable fee •• your financial details, if you take out
for this. consumer credit insurance, if your
insured property is financed as well as
If any of your personal information is when you decide to pay us by direct
incorrect or has changed, please let debit;
OnePath know by contacting Customer
Services on 13 13 14. •• medical and health information, if you
take out travel or sickness and accident
More information can be found in ANZ’s insurance or if your claim relates to a
Privacy Policy which can be obtained from sickness or an accident;
onepath.com.au/privacy-policy
•• professional qualifications, if they are
relevant to the insurance you take out
QBE
with us; and
This Privacy Policy applies to
QBE Insurance (Australia) Limited •• your past employment, qualifications,
ABN 78 003 191 035 AFSL 239545, residency status and proof of identity if
QBE Life (Australia) Pty Limited you apply to work for us.
ABN 83 089 971 073 AFSL 245492,
QBE Management Services Pty Limited
ABN 92 004 800 131, Austral Mercantile
Collections Pty Limited ABN 11 083 776 149,
30Sources of personal information Purposes for collecting, holding, using
We may ask you to provide us with your and disclosing personal information
personal information if you’re: We only collect, hold, use and disclose
•• our customer or a beneficiary under your personal information in ways that
one of our customer’s policies; you’d reasonably expect and where it is
reasonably necessary for our business,
•• involved in a claim as a claimant or as including:
a witness;
•• issuing, administering and managing
•• a customer of one of our business insurance policies;
partners or insurance intermediaries;
•• processing claims and taking recovery
•• an entrant in a competition or a action;
participant in a loyalty programme or
marketing initiative; •• working with our business partners and
insurance intermediaries;
•• a business partner, where we may
contact you to promote our products •• assessing your suitability to work with
and services; us; and
•• a trainee or person using our online •• conducting marketing initiatives and
training facilities; or promotional activities.
•• an applicant for employment, through We’ll request your consent for any other
our recruitment services provider. purpose which you wouldn’t reasonably
expect.
In most cases we’ll collect personal
information directly from you. We’ll If you choose not to provide us with your
obtain your consent to collect sensitive personal information, we may not be able
information, such as information about to do business with you.
your health, unless we’re required or
permitted by law to collect it without Anonymity and pseudonymity
your consent. There are some circumstances where you
may be able to deal with us anonymously
If you’re a borrower and your financial
or by using a pseudonym, including where
institution has required you to pay for
you’re only looking for general information
lenders’ mortgage insurance (LMI) you’re
about one of our products or services or
not our insured, but we collect your
a quote.
information so that we can assess the risk
that you may default on your loan. For
more information about LMI and your
privacy please visit www.qbelmi.com.au
31How personal information is collected Disclosure to overseas recipients
and held Sometimes we store or disclose your
We collect your personal information personal information overseas. The
when you contact us, use our online location varies but includes the Philippines,
services, enter our promotions, participate India, Ireland, the UK, the USA, China and
in marketing initiatives, deal with countries within the European Union.
our business partners and insurance Where your personal information has been
intermediaries and when you apply to disclosed overseas, there’s a possibility that
work with us. the recipient may be required to disclose
Your personal information is recorded in it under a foreign law. Where this occurs,
our systems, databases and paper records such disclosure isn’t a breach of the Act.
and is held in secure environments. We
may use our related bodies corporate, Who we may disclose your personal
agents and third party suppliers for data information to and why
storage services, which may be located We, or our agents, may disclose your
outside of Australia. personal information to:
Any personal information you provide •• any person authorised by you;
over the internet is held securely and
isn’t retained on our web servers. We •• our related bodies corporate, including
use service providers and secure online to QBE’s services company located in
payment facilities so that you can pay us by the Philippines which provides sales,
credit card. Your details can’t be accessed claims, accounting and administration
through the internet after your payment services;
has been processed. •• mail houses, records management
When you visit our websites we use companies or technology services
common internet technologies, such providers for printing and/or delivery of
as cookies, to collect general statistical mail and email, including secure storage
information and to assist you to use our and management of our records;
online services. We don’t collect personal •• financiers of any property you insure
information from cookies or use cookies with us, to confirm that your policy is
for marketing purposes. current or where your property is a
total loss, to confirm they have a current
interest;
•• medical practitioners or health care
providers, to establish your medical
status, arrange appropriate treatment
and services. In an emergency we
may also disclose information to your
employer or family members;
32•• organisations that provides banking •• other parties to a claim to obtain
or transactional services to facilitate statements from them, seek recovery or
payments to and from us; to defend an action.
•• your financial services providers who Personal information about you may
arranges your insurance with us; also be collected from these people and
organisations.
•• co-insureds, to confirm that full
disclosure has been made to us;
Accessing and seeking correction of
•• other insurers to obtain information your personal information
about your past insurance history,
Our aim is to always have accurate,
including to confirm a no claim bonus
complete, up-to-date and relevant
status, to assess insurance risk or assist
personal information. When you talk to
with an investigation;
us or if we send you documentation, you
•• our reinsurers; should check that the information we hold
about you is correct.
•• dispute resolution organisations such as
the Financial Ombudsman Service; You can request access to the personal
information that we hold about you at
•• companies that conduct customer
any time, and ask us to correct any errors.
surveys on our behalf; and
Generally no restrictions or charges
•• insurance reference bureaus to report will apply.
claims you make with us.
We may also disclose your personal Contacting us or making a complaint
information to: Please get in touch with us if you have
any questions about our policy, if you’d
•• repairers and suppliers, to repair or
like access to your information or if you’d
replace your property;
like us to correct it. We’re also available if
•• investigators and assessors, to there’s something you’re not happy with,
investigate and assess your claim and whether it be about our policy or how
matters related to it; we’ve managed your information.
•• lawyers and recovery agents, to defend Customer Care Unit
an action by a third party against you,
Phone 132 062 weekdays
to recover our costs (including amounts
from 8am to 8pm (Sydney time)
you owe us) or to seek a legal opinion
on matters related to products or Email onepathinsurance@qbe.com
services you have with us;
Post PO Box 219
•• witnesses, to obtain a witness PARRAMATTA NSW 2124
statements; and
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