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Answers to your questions
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What is an Interest Free Term?
It is a period of time in which you do not have to pay any interest on the balance of your Once account. Interest is payable on any balance outstanding after the Interest Free Term at the Standard Variable Rate applicable to your Once account.
What is a deferred payment?
Where a deferred payment period applies, you are not required to make repayments until the end of the deferred payment period. Repayments are only included in the calculation of the Minimum Monthly Payment after the deferred payment period expires. No Interest will be charged on a Once account during a deferred payment period.
Using your Once Visa card
How do I activate my Once Visa card?
Can I make additional purchases on my Once account?
Yes. The next time you wish to shop and take advantage of an Interest Free offer at participating Once retailers, simply have your Once account number and ID handy, and present this to the sales consultant. The store will process an additional purchase for you. For all other purchases at non-Once retailers, simply swipe/dip your Once Visa card and make your purchase to take advantage of our standard Interest Free terms on your Once account.
What’s the maximum credit limit?
You can apply to borrow up to $30,000. Your eligibility for credit is subject to our lending criteria and a credit assessment.
How do I increase my credit limit?
Call 13 ONCE (13 6623) and our Customer Service team will assist you with a credit limit increase application, subject to our eligibility criteria.
Can I make cash withdrawals on my Once Visa card?
Yes. You can use your Once Visa card to withdraw cash from your Once account at any ATM or via EFTPOS. Cash withdrawals do not qualify for the 55 Day Interest Free Term or for any other Interest Free promotional period. Cash withdrawals attract interest at the applicable Standard Variable Rate from the date of the transaction plus cash advance fees.
Do cash withdrawals affect my Interest Free transactions?
No. Cash withdrawals will not affect any Interest Free Term or promotional purchase you may have made on your Once account.
Can I access my Once account online?
Yes. If you haven’t already registered for Online Access, and you’d like to, contact our Customer Service team.
What do I do if my Once Visa card is lost or stolen?
Please call us on 13 ONCE(13 6623) immediately. Alternatively you can contact the Visa Card Hotline on 1800 648 027. If you’re going overseas, contact us before you depart and tell us where you’re going so we can give you the Visa Card Hotline number for that country. Otherwise, the general overseas Visa card hotline number is + 61 2 8299 9101.
Your Once Visa card may not work overseas if you don’t tell us you are planning on travelling. Please call us on 13 ONCE (13 6623) to make sure your Once Visa card can be used at your destination(s).
Can I get Credit Protection Cover on my Once account?
Yes. If you satisfy our eligibility criteria, you can add Once Credit Protection cover to your Once account. Put in an application over the phone and get covered as soon as your application is approved, subject to eligibility criteria. For peace of mind, contact us on 13 ONCE (13 6623).
How can I make repayments?
Make monthly repayments by direct debit from your nominated bank account via BPAY or POSTbillpay.
When are repayments due?
Your first repayment is due 55 days after your Once account is opened and then every month thereafter. If your first purchase has a deferred payment period, your first repayment will be due once the deferred payment period ends. Please note that you can choose to start making repayments before they become over due.
How do I know when a payment is due?
A statement will be sent to you every month by post or email, two weeks before the payment is due, specifying the due date and the amount due. Your first statement will be sent to you two weeks after your Once account is opened.
What do I do if I can’t make a repayment?
If you are having any concerns or difficulties in making your minimum monthly repayments or immediately paying any overdue amounts please contact us immediately on 13 ONCE (13 6623)
How do I cancel my Once account?
After your Once account is paid in full, you can request to close your Once account by contacting us on 13 ONCE (13 6623).
Credit protection cover
Am I eligible for Once Credit Protection Cover?
You can apply for Once Credit Protection Cover if you are:
a. applying for, or already hold, a Once account
b. an Australian resident
c. 18 years of age and over
d. under 61 years of age, and
e. currently working more than 20 hours per week
If you do not meet all of our eligibility criteria, your application for Once Credit Protection Cover will not be approved.
What cover does Once Credit Protection Cover provide?
Once Credit Protection Cover provides the following types of cover, as fully described in the Product Disclosure Statement:
a. Life cover
b. Accident & Sickness cover, and
c. Involuntary Unemployment cover
See the FAQs below as to how this cover operates.
What does Accident & Sickness cover?
Once Credit Protection Cover can cover your Once account repayments if you cannot work due to an accident or sickness lasting more than 30 days.
After the first 30 days, Once Credit Protection Cover can pay 6% of your outstanding Once account balance, up to $4,000 per month (including any Accident Sickness benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies) until you are fit to return to work for a period of up to 36 months.
How does Involuntary Unemployment operate?
Once Credit Protection Cover can cover your Once account repayments if you are involuntarily unemployed (e.g. made redundant or retrenched) for more than 30 days.
After the first 30 days, Once Credit Protection Cover can pay 6% of your outstanding account balance, up to $4,000 per month (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policy issued to you by St Andrew’s and its related companies) until you find new work for a period of up to 6 months (180 days) for any one claim.
Do maximum benefit limits apply?
Yes, these are described in the Product Disclosure Statement. A summary is provided below:
- Outstanding balance of your Once account up to a maximum of $50,000 for all Once Credit Protection Cover policies, and
- A maximum total amount of $1,500,000 for all policies issued to you or under which you are insured by St Andrew’s and its related companies also applies.
- 6% of the outstanding Once account balance up to a maximum of $4,000 per month and a maximum of 36 benefit payments or $52,000 (whichever is the lesser) in total (including any Accident & Sickness benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies).
- 6% of the outstanding Once account balance to a maximum of $4,000 per month (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies
- A maximum of 6 benefit payments within a 12 month period applies, and
- A maximum of 24 payments or $52,000 (whichever is the lesser) in total (including any Involuntary Unemployment benefit payable to you under any other Once Credit Protection Cover policies issued to you by St Andrew’s and its related companies.
Please note these maximums apply collectively across all Once Credit Protection Cover policies issued to you.
Is there a minimum employment requirement to qualify to claim Life, Accident Sickness and Involuntary Unemployment cover?
Yes. You must be in work or self-employed by an organisation carrying on business within Australia for a minimum of 20 hours per week.
Please note if you are self-employed, Involuntary Unemployment cover is only applicable if your business is declared insolvent or has been placed into involuntary administration as a result of business related debts.
Additionally, unemployment for seasonal or, temporary positions are not covered under the Involuntary Unemployment cover.
A full list of conditions and exclusions can be found in Part 3 ‘When we will not pay’ section of the Product Disclosure Statement.
Some of these exclusions include:
- You have reached 65 years of age or
- Your reason for claiming is as a result, in whole or in part, of a Pre-existing Condition or
- Your reason for claiming results directly or indirectly from you engaging in any criminal activities or illegal acts or
- Your reason for claiming results directly or indirectly from suicide or attempted suicide within the first 13 months of the Period of Cover or
- You become Unfit for Work within the first 30 days of the Period of Cover, except where you are Unfit to Work by Accident or
- You become Unfit for work or Unemployed directly or indirectly as a result of:
i) Your consumption of drugs (unless it was under the direction of a Qualified Medical Practitioner and not in connection with treatment for drug addiction or dependence) or of alcohol, or
ii) Civil Disorder.
In addition, if you’re diagnosed with a Terminal Illness within the first 90 days of the Insurance Term commencing then we will not pay a Terminal Illness benefit.
Please note ‘Unfit for Work’ and ‘Unemployed’ have special meanings under the policy; these are explained in Part 1 of the Product Disclosure Statement.
How is the premium calculated?
The monthly premium is $0.45 per $100 of the monthly outstanding Once account balance.
For example: if your closing account balance is $1,000 for a particular month’s statement period, the premium charged for that month’s statement period is $4.50.
The monthly premium is calculated using the following: (monthly closing Once account balance/100) x $0.45
How will I know how much my premium is in any given month?
The premium charged will appear as a transaction on each statement for that period. The premium is calculated on your outstanding balance at the billing cycle.
What if my outstanding Once account balance is zero?
You are not charged a premium if the closing balance shown on your statement is zero.
Can a joint policy be taken?
No. If you have a joint account you will need to nominate one person to take out Once Credit Protection.
Can my co-borrower be covered?
No. If you have a joint Once account then only the primary customer can take out Once Credit Protection Cover assuming you also satisfy all of the other eligibility requirements.
If I make a claim, is the insurance payment made directly to me?
No. Any insurance payments made under your policy are paid directly into your Once account