We’re committed to safeguarding people’s privacy and the confidentiality of their personal information and are bound by the Australian Privacy Principles set out in the Privacy Act 1988 (Cth) (the Act).
We collect personal information including:
We ask for personal information from:
In most cases we’ll collect personal information directly. We’ll obtain consent before collecting sensitive information, such as health information, unless we’re required or permitted by law to collect it without consent.
We may not be able to provide our products or services if we’re not given all of the personal information we’ve asked for. This includes not issuing policies and not processing claims.
There are some circumstances where people can deal with us anonymously, including if they’re only looking for general information about one of our products or services, or asking for a quote.
We collect, hold, use and disclose personal information in ways people would reasonably expect and where it’s reasonably necessary for our business, including:
We, or our agents, may disclose personal information to:
We may also disclose personal information to:
We also collect personal information from these people and organisations.
When you buy a policy arranged by one of our business partners or intermediaries, or if you’re a third party beneficiary under a group policy, you consent to us providing all of your personal information to that business partner, intermediary or group policy holder, which may include sensitive information and claim information. That business partner, intermediary or group policy holder may also provide us with personal information.
We may store and disclose personal information overseas. The locations include the Philippines, India, Ireland, the UK, the US, China and countries within the European Union.
Where personal information has been disclosed overseas, there’s a possibility the recipient may be required to disclose it under a foreign law. Where this occurs, such disclosure isn’t a breach of the Act.
We hold personal information in secure systems, databases and paper records. We may use related bodies corporate, agents and third party suppliers for data storage, which may be located outside of Australia.
Any personal information provided over the internet is held securely.
We use information collected to:
By accessing our websites or using our apps you agree to cookies being stored in your browser or device. Browsers may be able to be configured to accept or reject cookies, or to notify when a cookie is being sent. The ‘help’ function on your browser will provide details on how to change configurations.
The functionality of our websites and apps may be affected if cookies are blocked or rejected.
We share information from cookies and other technologies with third party providers, including Google Analytics. The information collected can be combined with other information, allowing us or those third parties to identify users at an individual level, their behaviours, activity and needs.
Some of our websites present content and functionality provided by third parties which we don’t control. We’ll take reasonable steps to tell you before you use them, but you should consult the privacy policies of the third party providers as well.
For further information about cookies, including how to see what cookies have been set, how to manage and delete them or how to manage browser settings visit www.allaboutcookies.org.
Our aim is to always have accurate, complete, up-to-date and relevant personal information. When you deal with us, please check the information we hold about you is correct.
If you would like to request access to the personal information we hold about you or to correct any errors, you can contact our Customer Care team via phone, email or post using the details in the table below.
If you prefer, there is also the option of using our Information Request Form for your request. We recommend that the Information Request Form be used if you are making a request in any of the following circumstances:
Your request will be considered in accordance with the requirements and applicable exemptions contained in applicable privacy laws. For example, we may not be able to provide access to information where it infringes on the privacy of others.
There is no charge for requesting access to your personal information. However, in certain circumstances we may require you to meet our reasonable costs with providing you with access (such as photocopying costs for time spent on collating large amounts of material).
If we refuse to correct your personal information, you may request that we include a statement with our records confirming that you consider the information is inaccurate, out of date, incomplete, irrelevant or misleading.
If you think we have not handled your personal information correctly, you can make a complaint with our Customer Care team, the Office of the Australian Information Commissioner (OAIC) or, in certain circumstances, the Australian Financial Complaints Authority (AFCA). We recommend you contact us first so we can try and resolve your complaint effectively and efficiently as generally, the OAIC and AFCA will refer you back to us if you have not already complained to us.
Our Customer Care team will contact you to acknowledge your complaint and provide you with a unique reference number. You will have the opportunity to explain why you are unhappy with how we have handled your personal information and provide information to support your complaint. Our Customer Care team will review your concerns, taking into account all relevant information including relevant privacy requirements and work with you to try and resolve your complaint.
If you are not satisfied with the outcome of your complaint, you can take your complaint further including to the:
Office of the Australian Information Commissioner (OAIC)
Complaints to the OAIC must be made in writing.
Australian Financial Complaints Authority (AFCA)
AFCA can consider certain privacy complaints. You should contact AFCA to check if they can help you.
Date prepared: 1 March 2022
Date effective: 1 March 2022