10,000 Bonus Points With New OnePath/ANZ Life Insurance

[travelislife]

Below is a copy of the letter I sent to OnePath.

Hi,

I signed up to 4 OnePath insurance policies through a link on the Qantas Frequent Flyer (QFF) website.


Unfortunately I have had many issues with getting the QFF points I am entitled to actually credit to my account. I entered my QFF number (255xx_X) after signing up for my policies on the online system, I was provided with no email or hard copy confirmation that my number had been attached to all policies. Thus I called and confirmed over the phone that, yes, all my policies had my QFF number attached and I would receive the points for my monthly premiums and associated sign on bonus. As shown in the tables below this has not occurred.

The table below summarises the policies I held through OnePath, the policy number, product name, monthly cost and the dates the direct debits have occurred on my credit card statement.

Policy No.	Policy Name	Monthly Cost​	DD1​	DD2​	DD3​	DD4​
9211xx_X	EasyProtect Income	$7.40​	19/05	20/06	18/07	18/08
9315xx_X	EasyProtect Life	$8.68​	19/05	20/06	18/07	18/08
9937xx_X	EasyProtect Major Illness	$8.85​	19/05	20/06	18/07	18/08
3215xx_X	Accident Cover Plus	$8.15​	26/05	20/06	20/07	22/08

The following table shows the QFF points my account has been credited with. As you can see there are major discrepancies with the corresponding premiums I have paid in table 1 above.

	QFF Date	7.40​	8.68​	8.85​	8.15​
1[SUP]st[/SUP] Premium	28/05
2[SUP]nd[/SUP] Premium	28/06			9	8
3[SUP]rd[/SUP] Premium	25/07			9	8
4[SUP]th[/SUP] Premium	23/08		10009	10009	10008

When I received the 8,9 points in my QFF account on the 28/06 I called OnePath enquiring as to why I hadn’t received the points for my other two polices. I was told that because all the premium values were very similar the system hadn't been able to distinguish between them and only credited for 2 of my policies, it is a bug they are trying to fix I was told. It was also stated I would receive the points credited to my account. As shown in the table above this still hasn’t occurred.

When signing up to the policies it was noted that I would receive 10,000 bonus points for each policy if the policies were held for a minimum of 2 months, this I have clearly done with my paid premiums as noted in table 1. Unfortunately I have only received 3 out of the 4 bonuses as shown in table 2.

I am looking for a response to the following questions:

1. Why have I not received QFF points for all of my monthly premiums (none for the first month at all)?
2. When will I receive the 10,000 bonus points I am entitled to for the 4th policy?

If I don’t receive an adequate response within 10 business days I will be referring this matter to the Financial Ombudsman

Regards,

travelislife

 

[N860CR]

I put in a complaint to OnePath on behalf of the other half for a policy that has still not had the 10,000 points allocated (openned in April). Response was received (via mail) today. To sum it up:

Upon investigation I have understood that there is a procedure that is being held by OnePath in regards to accident cover plus policies.

Yes, that is actually a paragraph... They actually have a procedure! Good for them, but doesn't tell me what it is or what it's in regards to (could be a procedure for openning the office door in the morning). I often wonder if people actually bother to read the cough their automated responses spit out!

As there is no way to trace if the policy was set up through Qantas, customers were not receiving the 10,000 points up front.

That seemed a little odd... as the number is added during the application process, but I go on.

As you have contacted us in regards to this situation we have now allocated your Qantas Frequent Flyer Member Number to your Accident Cover Plus policy and have applied your 10,000 bonus points. These should be allocated by the end of October.

Interesting... the 9 points per months went in during the months of June & July, however they have only just now added the number to the policy. Worse still, end of October! For an April policy with a clear "maximum four months" clause in the T&C's. Not good enough!

Needless to say, I've sent them a "do it now" email. It has already been sent to the FOS as well (although I'd say this letter was written before that went in) so it'll be interesting to see how they respond. Massive waste of time though.

The policy has, of course, been cancelled. ANZ have shot themselves in the foot with this one as the other half has been a banking/credit card customer for a long time. After all this, they'll be joining me at Westpac.

 

[dfcatch]

I was advised that the Accident Cover Plus policy was ineligible for the bonus points.

Can you confirm 100% that Onepath said it will?

 

[travelislife]

Like danielrobo I received a hard copy letter in the mail in response the email I sent. It stated that I also have had the points allocated and they will post to my account in the next statement cycle. Hopefully this is the case. I have already cancelled all of my polices so will wait till mid next month and then follow up again, I will get all my points! Even with the hassle in the end it will have been only approx $180 for 60,000 points between me and my girlfriend which is definitely a good deal!

 

[N860CR]

Yep definatley says it is. A quick look at this page Qantas Frequent Flyer seems to suggest it is as well. Can't find any document to make me believe otherwise.

 

[dfcatch]

Yep definatley says it is. A quick look at this page Qantas Frequent Flyer seems to suggest it is as well. Can't find any document to make me believe otherwise.

OK - I have just emailed them stating that I expect to be credited for this policy now that I have been reliably informed that Onepath have stated the Accident Cover Plus is in fact eligible.

I'll post the response.

Thanks!

 

[delfredo]

Needless to say, I've sent them a "do it now" email. It has already been sent to the FOS as well (although I'd say this letter was written before that went in) so it'll be interesting to see how they respond. Massive waste of time though.

Did you hear back from FOS at all? I wonder if they are following on this issue. I haven't, despite having a case number and sending them copies of correspondences with OnePath.

 

[tuppaware]

What email address or phone number have people been using?

I tried ringing and after 30 mins I gave up.

 

[N860CR]

Did you hear back from FOS at all? I wonder if they are following on this issue. I haven't, despite having a case number and sending them copies of correspondences with OnePath.

Not as yet, no. However the first thing they do is send it to the FOS contact at OnePath/ANZ and they're supposed to deal with it. I believe that 99% of the time it gets resolved there before the FOS actually have to look into it.

My response was in reply to the original complaint I sent directly to OnePath (not through the FOS). I'd say I'll hear from the FOS contact sometime in the next week or so.

 

[Hvr]

I got another offer today and read the fine print. It notes that you can only get a maximum of 20,000 points for accepting various offers.

I also noted that it takes at least six months (and maybe up to two more months) before points are credited.

My shredder appreciated the feed.

 

[Andyzx]

I applied for my policy through the ICAA website with an offer of 15,000 FF bonus points. I was credited 10,000 and after calls to Onepath got nowhere (dont think they actually beeived me) i went back through ICAA. After a week a got a very short and abrupt call to say the remaining 5000 points would be credited next month!!

Oh well better than nothing:evil:

 

[beardoc]

I suspect they might have done a batch of these "extra 5000 points" - I was due 15K points through the AMA, and when I got only 10K, I called them - it took some time, but the points came through in the last few days.

 

[casanovawa]

7 and 8 months after signing up for my four policies i once again called OnePath the other day about my missing 40k points and was told someone would call me, lets see what happens... Not holding my breath...

 

[N860CR]

In response to the "October is not good enough" email, OnePath returned a "We will credit by the end of September". Didn't bother to respond to me catching them on the outright lies... Anyway, 27th September - 10,000 points appear. All up it was 5 and a half months.

I did return an email to the FOS, however thus far I have heard nothing from them or the claimed contact at OnePath. Unless they managed to put my two complaints together (and they're so useless that I doubt this), I'd say the FOS haven't done anything.

 

[delfredo]

I got another offer today and read the fine print. It notes that you can only get a maximum of 20,000 points for accepting various offers.

On the Qantas website, the T&C states "The minimum number of bonus points customers can earn through acquisition offers is capped at 20,000 bonus points per customer".

Frequent Flyer - Earning Points - Life Insurance

 

[medhead]

Well they promised me another 10000 points in october. I have a reference number. Presonally I sort of don't care. I only cracked the poos because they sent me an invoice after I cancelled the policies and also after my CC was cancelled because of fraud. I thought stuff them if they are going to pull that cough then I want the points.

Anyway, tip: They tried "you didn't enter your FF number within 30 days. I replied in writing that I entered the FF number when I set up the policy at the same time as I set up policy number 1. Their system is obviously faulty. It is not possible to check the number is correctly registered as the points are not transferred until greater than (>) 30 days after the premium is paid. Then "I used their system in good faith" etc.

So tip for anyone having trouble with the 30 day rule.

 

[N860CR]

The whole thing is a bit of a joke. I won't touch ANZ again after this, and I have already switched all my partners accounts away from them as a result of how badly this has been handled. Typical big company though, I'm sure they don't care and would rather just let this turn into a huge stuff-up rather than actually fix a fairly simple promotion.

 

[delfredo]

When I called up OnePath previously to chase up missing bonus points, the guy asked me "Did you sign up just to get the bonus points?". I find this so unprofessional and is irrelevant to the issue on hand.

 

[medhead]

When I called up OnePath previously to chase up missing bonus points, the guy asked me "Did you sign up just to get the bonus points?". I find this so unprofessional and is irrelevant to the issue on hand.

Repeat after me - No.

 

[Robert K]

When I called up OnePath previously to chase up missing bonus points, the guy asked me "Did you sign up just to get the bonus points?". I find this so unprofessional and is irrelevant to the issue on hand.

and why does it matter if we did?