WHY WE COLLECT, HOLD, USE AND DISCLOSE YOUR PERSONAL INFORMATION?
We collect, hold, use and disclose personal information so that we can perform our business activities and functions and to provide customer services. Our business activities include providing insurance and risk services such as arranging insurance policies and advising on insurance and reinsurance options, managing claims or consulting on other risks for our clients.
If you want to deal with us while not identifying yourself (i.e. anonymously or by using a pseudonym), we will allow you to do this where it is practicable (for example when you make a general inquiry of us). Please tell us if you wish to do this and we will indicate whether, given the nature of the transaction, it is practicable.
It is important to note that many of the products we arrange or services we provide require us to either obtain personal information or to identify the individuals we are dealing with. If you decide not to provide us with the information required we may not be able to provide a service or arrange a product, or provide you with information about a service or product that you may want (including information about discounts) or we may be unable to tailor the content of our websites to your preferences and your experience of our website may not be as enjoyable or useful.
THE PERSONAL INFORMATION WE COLLECT & HOLD?
We may also collect and hold your sensitive information where you have provided us with consent to do so. Sensitive information includes information or an opinion about an individual’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional trade or association, membership of a trade union, sexual orientation or practices, criminal record, health information, genetic information or biometric information.
The personal information we collect from you directly, or from a third party such as your employer, your insurer, other individuals (such as a co-insured) or other representative authorised by you may include but is not limited: to your name; address; date of birth; gender; other contact details such as your phone number, fax and email; occupation; salary; relevant financial information; claims history, driving history, details of insurance policies you hold or have held, health, medical or lifestyle information relevant to arranging an insurance product or providing a service; financial institution account details like your credit card or bank account number if the product or service is being paid for in this way or we are making a payment to you; employment history and other information collected during the recruitment process; and/or any other information you provide to us directly or indirectly through a website or via a representative.
HOW WE COLLECT YOUR PERSONAL INFORMATION
We may collect information about you in various ways, including: over the telephone; in person; over the internet, including via our website, online forms and surveys, email or cookies and in writing, including via hard copy forms.
FROM WHOM WE COLLECT PERSONAL INFORMATION
We may collect such information directly from you or through a third party such as your employer or other representative authorised by you, your insurers, our authorised representatives, agents or associated entities, another party involved in a claim, investigators, loss adjusters and/or legal advisers.
FOR WHAT PURPOSE DO WE COLLECT, HOLD, USE AND DISCLOSE YOUR PERSONAL INFORMATION
We collect, hold, use and disclose your information so we can perform our business activities and functions. We will collect, hold, use and disclose your information for the purpose it was provided to us, related purposes or as permitted by law. Such purposes include:
providing services to you, arranging products for you and to send communications requested by you;
answering enquiries and providing information or advice about existing and new products or services;
providing you with access to protected areas of our website;
for market research so that we can better understand our customer’s needs and tailor our future services accordingly;
providing you with marketing information regarding other products and services (of ours or a third party) which we believe may be of interest to you;
updating our records and keeping your contact details up to date;
quality assurance, auditing and training purposes;
processing and responding to any complaint made by you;
to conduct administration and business processing functions including providing personal information to our associated entities, contractors, service providers or other third parties;
facilitating our business operations such as managing our IT infrastructures, databases, websites and for statistical and maintenance purposes;
complying with any law, rule, regulation, lawful and binding determination, decision or direction of a regulator, or in co-operation with any governmental authority of any country (where relevant).
HOW WE DISCLOSE YOUR PERSONAL INFORMATION
We may disclose your information to:
our employees, authorised representatives, associated entities, and contractors, as required to perform their roles in arranging products and providing services, or to referrers;
other business support service providers for the purposes of the operation of our business including, without limitation, IT systems administration, web hosting providers, document storage warehouses, printing and mail houses, couriers, payment processors, data entry service providers, electronic network administrators, debt collectors and professional advisers such as accountants, solicitors, business advisers and consultants;
insurers, reinsurers, other insurance intermediaries and premium funders;
a person authorised by you or a third party such as your employer;
in the case of some claims (or likely claims), assessors, solicitors, repairers, builders, investigators, your employer or medical practitioners and rehabilitation providers;
suppliers and other third parties with whom we have commercial relationships for business, marketing, and related purposes;
the Financial Ombudsman Service (which is an external dispute resolution scheme);
government bodies, regulators, law enforcement agencies and any other parties where required by law;
we may combine or share any information that we collect from you with information collected by any of our associated entities.
HOLDING PERSONAL INFORMATION
We may hold your information electronically and on paper/in hard copy. We place a high priority on the security of personal information, and we are committed to protecting the personal information that you provide to us. We take reasonable steps to ensure your personal information is secure and we use and maintain appropriate safeguards to prevent misuse and loss and from unauthorised access, modification or disclosure. We implement administrative, physical and technical safeguards to protect the confidentiality and integrity of your personal information and data that we use and hold.
As our website is linked to the internet, and the internet is inherently insecure, we cannot provide any assurance regarding the security of transmission of information you communicate to us online. We also cannot guarantee that the information you supply will not be intercepted while being transmitted over the internet. Accordingly, any personal information or other information which you transmit to us online is transmitted at your own risk.
We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. These communications may be sent in various forms including mail, fax and electronic media such as email and SMS and social media such as Twitter and Facebook, in accordance with applicable marketing laws such as the Spam Act 2003 (Cth). If you indicate a preference for a method of communication we will endeavor to use that method whenever practical to do so. In addition, at any time you may opt-out of receiving marketing communications from us by using the opt-out facilities provided within the marketing communications.
HOW YOU MAY ACCESS YOUR PERSONAL INFORMATION AND SEEK CORRECTION OF IT
Accessing your information
You may request access to any personal information we hold about you at any time by contacting our Privacy Officer (see ‘How to contact us or make a complaint’ section below). Where we hold information that you are entitled to access, we will try to provide you with mutually agreeable means of accessing it (for example, by mailing or emailing it to you or facilitating inspection). Our Privacy Officer will need to establish the identity of the individual requesting the information prior to providing it. A fee may apply to recover reasonable costs of making the information available.
There are a number of situations where we may deny an individual access to personal information. These can include circumstances where it would have an unreasonable impact on the privacy of other individuals, would result in a breach of confidentiality, the information relates to existing or anticipated legal proceedings, we have reason to suspect that unlawful activity or misconduct of a serious nature is being or may be engaged in, or where the law requires or authorises such access to be denied. Our Privacy Officer will advise you if any of these or other circumstances apply.
Keeping your information accurate
We take reasonable steps to ensure that the personal information we hold is accurate, up-to-date and complete. However, we also rely on you to advise us of any changes to your information to help us do so. If you believe your personal information is not accurate, up-to-date or complete, then please contact our adviser or our Privacy Officer.