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Got a policy query? Here’s where to get help!

9 June 2022
3 minute read

Not sure where to go to change a beneficiary, update your bank details or check the sum assured on your policy? We’ve got all the details! Here’s where you can have your policy queries answered – quickly and easily!

Make an online stop for your policy queries

The good news is that many of your queries can be answered on our online policyholder service portal! This means you don’t need to wait in a call queue and can resolve your queries in your own time, from your own home!

Here’s how to login and what you can do on the online policyholder service portal.

Logging on to the online policyholder service portal

Thousands of 1Life policyholders have discovered how quick and easy it is to manage their policies online. You can join them and make managing your policy easy!

You will need: An internet connection and device such as a laptop, tablet or phone to login, data, your cell phone to receive an OTP,  and your ID number.

Where to go: Visit the policyholder servicing portal page, or the 1Life home page and click on Login on the main top horizontal menu (located on the far right).

Login: Enter your ID number and 1Life will send an OTP to the cell phone number we have on record for you, which will authenticate you and let you view and amend your details.

When you’re logged in, you’re ready to view, update and manage your policy, safely and securely.

What you can do on the online policyholder service portal

Find out more about your policy

Query Resolve it!
Where is my policy document? Download and print your policy schedule and document for your records.
What am I covered for, and for how much? View your cover types and sum assured – on all your 1Life policies.
How much is my premium and when is it due? Your premium details and debit order date can be viewed on the online policyholder service portal, or on a downloaded policy schedule.
Is my policy up to date? Your online profile will have details of which premiums have been paid, so you know if your policy is up to date. You can also view non-payment letters regarding unpaid premiums that will tell you how you can pay outstanding premiums to ensure your policy is up to date.

Make changes to your policy

Need to Make the changes online!
Change beneficiary details You can delete or add beneficiaries and update your beneficiary details such as ID and contact numbers.
Change bank account details 1Life’s online policyholder service portal is the place to change your banking details!
Update contact details  (physical and email address and telephone number) Update them online so 1Life will have all the correct details and you won’t miss any correspondence!

Top tip: You can also make these changes safely and securely using our WhatsApp service centre!

Enter your name and contact number and one of our consultants will call you back:

Please type in your name
Please type in a valid SA number

When you need a financial adviser or skilled consultant to help resolve your query!

While many changes can be made online, there are four queries for which you will need to speak to your financial adviser or one of our skilled consultants.

Adding or removing members on a funeral policy
You can start this process on the online policyholder service portal, and then request a call back as 1Life needs to verify the sum assured for each new member. Your financial adviser can also assist with these changes.

Changing a sum assured
You will need to speak to your financial adviser or one of our skilled call centre consultants as this is a major change to your policy. Submit your query online and we will call you back!

Making a payment arrangement or reinstating a policy
Request a call back and we will call you so you can make a payment arrangement for outstanding premiums or help you reinstate a policy that has lapsed due to unpaid premiums.

Making a claim
When you need to make a claim, contact our Claims team on [email protected] or 0860 10 51 96. One of our skilled consultants will assist you, let you know what documentation we need and where you can forward the documents to. They are also able to provide updates on claims in progress.

Making policy admin easy!

1Life is always looking for ways to make managing your policy easy, quick, safe and convenient. The online policyholder service portal has been popular with our policyholders, and we will be adding even more features in the future  so you can do even more online! When you have a query, it is a quick and easy way to get assistance. And if you need further help, 1Life’s skilled consultants are ready to assist.

Enter your name and contact number and one of our consultants will call you back:

Please type in your name
Please type in a valid SA number
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