We are committed to protecting your privacy in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) established by that Act.
What is personal information?
Personal information is essentially information about a person whose identity is apparent or can be reasonably ascertained from the information or opinion (e.g. a name, address, phone number, bank account or credit card details).
What is sensitive information?
Sensitive information is a subset of personal information and generally refers to information or an opinion about an individual’s racial or ethnic origin, political opinions, religious or philosophical beliefs, membership of a trade or professional association, sexual orientation, criminal record or health information.
The types of personal information we collect and hold
The kinds of information we collect and hold vary depending upon the services we are providing but generally can include:
Your contact information such as full name, email address, postal address, delivery address (if different), and telephone numbers
Your date of birth
Employment details and history if applicable
Other information specific to our products and services such as your opinions, statement, endorsements, survey responses
Relevant payment or billing information, including but not limited to banking details, direct debit, credit card details, billing address, premium funding and any instalment information
We may also need to collect details of any criminal record and health information as well as other sensitive information.
How and why we collect and hold personal information
When we arrange insurance for you, or you contact us about your policy, we will ask you for the information we need to help you. This may include a broad range of contact and other information about you and your affairs, or claim.
Unless impracticable or unreasonable to do so, we will collect information directly from you. This may happen when you make use of our website, or when you contact us by telephone, facsimile, email, online or hard-copy communication in order to complete a product or service application or any other kind of administrative form.
We may also collect your information from third parties, such as your employer, insurance companies, witnesses to claims, medical practitioners and publicly available sources.
We will generally only collect and hold sensitive information where reasonably necessary to perform our engagement and with your consent. We may also collect personal information to help and identify products and services that may interest you, conduct market or customer satisfaction research, develop, establish and administer alliances and other arrangements with other organisations in relation to the promotion, administration and use of our respective products and services.
Upon your request, we will take reasonable steps to let you know how we have sourced your personal information, unless it is obvious from the circumstance that we would know or would reasonably expect us to have such information.
We generally collect personal information which is necessary to offer and administer our various services which include approaching the insurance market, placing insurance, claims handling, risk management, premium funding and other forms or insurance services.
We may collect information about you because we are required or authorised by law to collect it. There are laws that affect the provision of our many services which require us to collect certain personal information. These laws may include the Corporations Act 2001 (Cth) and the Insurance Contracts Act 1984 (Cth).
We will use the personal information we collect to:
choose appropriate insurers for your needs, assist those insurers to decide whether to offer terms, and if so to obtain quotes for cover from them on your behalf
where you require premium funding, enable the premium funder to decide whether or not to provide funding
establish, administer and maintain your policy or policies (for example if you wish to make a claim which we need to discuss with your insurer or to communicate with you and your insurer if you wish to renew your cover)
We may also use your information to send you information about new services, offers, events, news or other direct marketing relevant to the services we provide and which we believe will be of interest to you. If you would rather not receive this information, you can contact us using the details below and ask us to stop.
In providing our insurance services to you we may disclose personal information about you to third parties to the extent we need to in order for them to work with us. For example, we may disclose information to contractors that provide us with IT, data storage and security services, legal advisors and debt collectors.
We may also disclose your personal information to our employees, contractors, existing or future business partners, or an actual or potential purchaser of all or part or all of our business or assets. We may also use and disclose your information if required by law or as necessary to protect our business and enforce our rights, by initiating legal proceedings through the courts, regulatory authorities or otherwise.
By asking us to assist with your insurance needs, you consent to the collection and use of the information you have provided to us for the purposes described above.
The consequences if information is not collected
If you do not provide the information we require, we or others involved with the provision of the services or product may not be able to provide the appropriate type or level of service or product.
Transfer of information overseas
We may transfer your personal information overseas where it is necessary to provide our service. For example, we sometimes use the internet to collect and process information. In addition, some insurers or reinsurers are based overseas and we need to provide your personal information to them to arrange your cover. In most cases, we do this with your consent.
Accessing and correcting your personal information
We take reasonable steps to ensure your personal information that we collect, hold and disclose is accurate, up to date and complete.
You can request to access or update your personal information (including opting out of receiving any marketing material from us or opting out of providing your consent to use of your information including offers of products or services) by contacting your account manager or our privacy officer at the contact details at the bottom of this privacy statement.
If we do not provide you with access or refuse to update your information, we will provide you with the reason for refusal and inform you of any exceptions relied upon.
How do we store and hold your personal information
Your information may be held in physical format, as electronic data
or in software or systems. We take all reasonable and appropriate
steps to protect personal information that we hold from misuse,
loss, unauthorised access, modification or disclosure.
Confidentiality requirements on our employees and other representatives.
Policies on document storage security
Security measures for access to our systems
Controlling access to our office and
Website protection security measures.
We have measures in place to detect privacy breaches promptly, and to respond to potential issues in a timely and appropriate manner, including, in the case of a significant data breach, procedures to report the matter in accordance with legal requirements and keep you informed.
We destroy or de-identify personal information when it is no longer needed for any purpose for which it was collected.
If our information handling practices change we will tell you by posting the updated policy on our website and sending it to you using the email or postal contact information we hold for you.
Resolving your privacy issues – How to contact us
If you have any questions or require further information about our privacy and information handling practices, please contact us by one of the following means:
We may ask you to put your complaint in writing and our we will acknowledge your complaint and endeavour to resolve the matter within 30 business days.
If you feel that your complaint has not been resolved, then you may lodge a complaint with the Australian financial Complaints Authority (AFCA). You can contact AFCA: