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Insurance in super

Insurance through super can be a cost-effective way to help provide a secure financial future in the event of death, disability or temporary setback due to an illness or injury.

We are committed to the continuous improvement of our insurance arrangements to our members.

Making an insurance claim

OnePath Custodians Pty Limited, as Trustee of the Retirement Portfolio Service, we will oversee and help members or beneficiaries with the claims process.

If you want to make an insurance claim, call us on 13 12 87 (ANZ Smart Choice Super) 13 38 63 (ANZ Super Advantage and ANZ OneAnswer Personal Super) to request a Claims Pack, which will include the documents you’ll need to submit your claim.

You can find more information about claims here.

Please refer to our Claims Philosophy document (PDF 77kB) to understand how we approach the claims process on behalf of a fund member or beneficiary.

Talk to us

Complaints

We value your feedback regarding our performance and we’re committed to resolving any concerns you may have.

Talk to us

You can contact our customer service team for any enquiries, concerns or to provide feedback. See our contact details below. We’ll do our best to resolve any concerns you have genuinely, promptly, fairly and consistently, and keep you informed of the progress.

If you’re not satisfied with the response to your complaint or our feedback, we’ll escalate your concerns to our Complaints Resolution Centre.

Call us

Our customer services team are available on weekdays from 8:30am to 6:30pm (Sydney/Melbourne time).

Online

OnePath feedback, compliment, and complaints form

Email us

superfeedback@ioof.com.au

Write to us

Complaints Resolution Centre
GPO Box 5306
SYDNEY NSW 2001

Further help

If you are not satisfied with the resolution offered by our Complaint Resolution Centre, you can have your complaint reviewed free of charge, by the Australian Financial Complaints Authority, an external dispute resolution scheme.

   

If you are not satisfied with the resolution offered, you can lodge a complaint with the Australian Financial Complaints Authority, or AFCA.

Australian Financial Complaints Authority (AFCA)

AFCA offers fair and independent complaint resolution service that is free to consumers.

Website: www.afca.org.au

Email: info@afca.org.au

Telephone:

1800 931 678 (free call) - on weekdays (except on public holidays) from 9am to 5pm (Sydney/Melbourne time).

In writing to:

Australian Financial Complaints Authority
GPO Box 3
Melbourne VIC 3001

There are some time limits for lodging certain complaints. This includes complaints about the payment of a death benefit, which you must lodge with AFCA within 28 days of being given our written decision.

IOOF Group Complaints Policy documents

IOOF Group Complaints Policy (PDF, 715kB) 

IOOF Group Complaints Policy – Arabic (PDF, 1.8MB)

IOOF Group Complaints Policy - Greek (PDF, 1.8MB)

IOOF Group Complaints Policy – Italian (PDF, 1.7MB)

IOOF Group Complaints Policy - Simplified Chinese (PDF, 1.8MB)

IOOF Group Complaints Policy - Traditional Chinese (PDF, 1.9MB)

IOOF Group Complaints Policy - Vietnamese (PDF, 1.8MB)

IOOF Complaint Acknowledgment Flyer (PDF, 314kB)

Cancelling or Changing Your Insurance Cover

Subject to your policy terms and conditions, if you would like to make changes to your insurance cover including increasing, reducing or cancelling cover, please call us for assistance and further instructions.

Alternatively, contact your financial adviser.

 

ANZ Smart Choice Super

13 12 87

Mon-Fri 8.30am to 6.30pm (Sydney/Melbourne time)

ANZ Super Advantage and ANZ OneAnswer Personal Super

13 38 63

Mon-Fri 8.30am to 6.30pm (Sydney/Melbourne time)

Consequences of cancelling or changing your insurance cover

Cancellation of your insurance cover means:

  • you won’t be able to make a claim for insurance benefits for events or conditions that arise from the date of cancellation; and 
  • insurance fees will no longer be deducted from your account.

If you’re replacing the insurance cover with alternate insurance cover, it’s recommended you wait for the replacement cover to be in place before cancelling your existing insurance cover.

If you have cancelled or reduced your cover and you wish to obtain insurance cover again or increase your cover, you’ll need to make an insurance application. As your application will be subject to health assessment and acceptance by the Insurer, you may not be able to obtain insurance cover, or your cover may be subject to terms and conditions applied by the Insurer.

We recommend speaking to a financial adviser before making any decision regarding your insurance cover.

Intention of providing insurance cover

We provide you with peace of mind with a range of insurance cover options. Insurance cover varies for each product, for details, including definitions and how these will be applied in practice, check the product’s Product Disclosure Statement.

Death cover helps protect the financial future of your loved ones in case of your death. It may also be payable if you are diagnosed with a terminal illness.

Total and Permanent Disability cover provides support should you suffer a lifelong disability due to illness or injury that prevents you from working.

Income Protection cover provides financial support in an event of temporary setback due to an illness or injury that prevents you from working.

To find out what insurance cover you have, contact us.

Benefits and cost of insurance in super

Holding insurance through super can provide peace of mind, knowing that should the unexpected happen, you can continue to look after the ones you love, even if you aren’t around. There are different types of insurance cover available, depending on your superannuation product, such as Income Protection, Total and Permanent Disability cover and Death cover. It’s important to research and choose the superannuation product and insurance cover that best suits you and your circumstances  

As insurance fees are deducted from your superannuation account, they are generally tax effective and don’t impact your take home pay. However, It’s important to remember  that insurance fees are deducted from your superannuation account This means less money available to invest, and over the long term, less for your retirement, unless you contribute extra to cover the cost of the insurance fees deducted from your account.

As life changes, your insurance needs may change too. It’s important to review your cover regularly to make sure it continues to be right for you and insurance fees aren’t unnecessarily reducing your super balance.  

Further information on insurance inside super is available through the Australian Government’s MoneySmart website here.

Key documents

Talk to us about superannuation

13 12 87

Mon-Fri 8am to 7pm (AEST) 

“ANZ Smart Choice Super” is a suite of products consisting of ANZ Smart Choice Super and Pension (PDF 416kB)ANZ Smart Choice Super for employers and their employees (PDF 594kb) and ANZ Smart Choice Super for QBE Management Services Pty Ltd and their employees (PDF 441kb). The ANZ Smart Choice Super and Pension product is distributed by Australia and New Zealand Banking Group Limited (ANZ) (ABN 11 005 357 522).  We recommend that you read the ANZ Financial Services Guide (PDF 479kB), before deciding whether to acquire or continue to hold this product. View the ANZ Smart Choice Super and Pension Target Market Determination (PDF 252kB). ANZ Smart Choice Super for employers and their employees and ANZ Smart Choice Super for QBE Management Services Pty Ltd and their employees are MySuper compliant products issued pursuant to the latest PDS available at anz.com/smartchoicesuper. View the ANZ Smart Choice Super for employer and their employees Target Market Determination (PDF 464 kB). ANZ Smart Choice Super is part of the Retirement Portfolio Service (the Fund) (ABN 61 808 189 263) and is issued by OnePath Custodians Pty Limited (ABN 12 008 508 496, AFSL 238346, RSE L0000673) (OPC), the trustee of the Fund. OPC is a member of the Insignia Financial Group of companies, comprising Insignia Financial Ltd (formerly IOOF Holdings Ltd) ABN 49 100 103 722 and its related bodies corporate (Insignia Financial Group). The Australia and New Zealand Banking Group Limited (ANZ) (ABN 11 005 357 522) brand is a trademark of ANZ and is used by OPC under licence from ANZ. ANZ and the Insignia Financial Group of companies (including OPC) are not related bodies corporate. ANZ does not stand behind or guarantee these products.

Before re-directing your super or moving your money into ANZ Smart Choice Super, you will need to consider whether there are any adverse consequences for you, including loss of benefits (e.g. insurance cover), investment options and performance, functionality, increase in investment risks and where your future employer contributions will be paid. 

This information is of a general nature and has been prepared without taking account of your personal needs, financial situation or objectives. Before acting on this information, you should consider whether the information is appropriate for you having regard to your personal needs, financial circumstances or objectives.

All fees are subject to change. Other key features are relevant when choosing a super fund, including performance.

This article was prepared and written by OPC.

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Fee Analysis: Research conducted by SuperRatings Pty Ltd, holder of Australian Financial Services Licence No. 311880 at the request of OPC. For a copy of the latest SuperRatings research, click here (PDF 146kB) or call 13 12 87.

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