1Cover Privacy Policy & Statement

• • Personal Information We Collect

  • Personal information is data that can be used to identify or contact a single person. While some interactions with us, such as getting a quote, can be made anonymously or by using a pseudonym, in order to purchase a travel insurance policy, it is necessary for us to know who you are.  We require certain personal information such as your name, age, contact details, credit card details (for payment purposes only), travel destinations and in certain circumstances, health information for those covered on your policy.
    
    We may also collect your bank account, employment history, and other contact telephone numbers which is necessary if a situation arises where we need to urgently contact you. We may also require additional information to service emergency requests, medical issues and claims.

• • How We Collect Your Personal Information

  • There are several ways we may collect your personal information.  This includes completing forms on our website, when you speak to someone in the call centre, during conversations with our claims team, or through associated appointed third party agents.
    
    We may receive information from other sources such as joint marketing partners, publicly accessible social media platforms and personal data may be acquired as one of the assets transferred in the event of a corporate sale, merger or acquisition.
    
    If you make a claim, we may collect your information from others such as:

    • Your insurance broker if they lodge a claim or assist with the claim on your behalf;
    • Anyone involved in the basis of your claim, for example, medical and emergency service providers, police, airlines, cruise and tour operators, winter sports operators, vehicle rental companies and repairers;
    • Insurance companies, for example, to find out if you have also made a claim with other insurers as part of our claims assessment and in determining the claim outcome;
    • An assessor, if they are appointed to assess your claim.  The assessor may interview parties, for example medical and emergency service providers, to obtain information needed for the claim; and

    • Organisations that assist us with fraud prevention & detection such as, but not limited to, the Insurance Fraud Bureau of Australia (IFBA).

    If you nominate individuals to be covered by your insurance policy, you should direct them to this Privacy Policy and make them aware of the content of any privacy notice we provide you.

       

     

• • How We Use Your Sensitive And Personal Information

    • We will only use your personal information, including sensitive information like medical information, to provide you with our travel insurance services.  For example to:

      • Verify your identity, assess if you are eligible for cover, and arrange insurance, as well as other policy management services; and
      • Handle your insurance claim.

      We may also use this data to improve your customer journey and ensure that we can deal with you quickly and efficiently. For example:

      • We may email or SMS you, confirmation of your purchase of insurance, and any other messages or documents relevant to your policy.
      • We will contact you by email, phone or SMS to remind you that your travel insurance quote is still pending if you have requested an insurance quote from us.
      • From time to time, we will use your, and all other policyholders' contact details to send direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We always give you the option of electing not to receive these communications in the future. You can unsubscribe by notifying us and we will no longer send these communications to you.
         

       

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• • Where Your Information may Be Shared or Disclosed

  • For policies incepting after 11th October 2023, we may at times disclose your personal information to our related companies or third parties who provide services on our behalf. However, we will never sell, trade or rent your personal information. We will only share your information if required to carry out our business functions and activities, including but not limited to:

    • Arranging, issuing, or managing your insurance. This includes managing, processing, and investigating claims;
    • Recovery against third parties;
    • Prevention and detection of fraud;
    • Product development, marketing, conducting customer research and analytics in relation to all of our products and services;
    • IT systems maintenance and development; and
    • For other purposes with your consent or where authorised by law.
    
    When you purchase travel insurance from us, information you supply may be disclosed to:
     
    • The insurer for our travel insurance products, HDI Global Specialty SE - Australia, for example, when you apply for insurance, or make a claim, as well as to our reinsurers;
    • Our financial services licensee, Coffre-Fort Pty Limited ABN 66 125 358 518, AFS Licence No. 472457 and any businesses or brands that operate within our licensee’s group;
    • Anyone involved in the basis of your claim, for example, medical and emergency service providers, police, airlines, cruise and tour operators, winter sports operators, vehicle rental companies and repairers;
    • Companies that deal with your insurance claim on behalf of the insurer, such as investigators, loss assessors, claims administrators, repairers, suppliers, reinsurers, lawyers and recovery agents;
    • Organisations that assist us with fraud prevention & detection such as but not limited to Insurance Fraud Bureau of Australia (IFBA). Our engagement with IFBA may include sharing your personal information and claims history with other insurers;
    • Statutory authorities, regulatory bodies, government agencies or law enforcement bodies (for example, ASIC, OAIC or APRA);
    • Complaint and dispute resolution bodies, such as the Australian Financial Complaints Authority (AFCA) (for example, if they contact us about a complaint you make with them); and
    • Other companies in the event of a corporate sale, merger, reorganisation, dissolution or similar event.

       

      If you would like more information about HDI Global Specialty SE, (the insurer’s) privacy policy, please visit: https://www.hdi.global/en-au/legal/privacy/

      For policies incepted prior to 11 October 2023, the insurer on our travel insurance products was Lloyds of London.
      Lloyd’s privacy policy can be found here:
      
      https://assets.lloyds.com/media/2756abc7-b90b-4e49-9b58-1fb7f454ea9c/Lloyd's%20Australia%20Privacy%20Notice.pdf

      
      

      For policies incepting prior to 1 December 2018, the insurer on our travel insurance products was Arch Insurance. 
      Arch’s privacy policy can be found here:
      
      https://insurance.archgroup.com/divisions/international/australia/compliance/

      
      

      Information you supply for car insurance or home insurance is collected by Auto & General Services Pty Ltd (A&G). The webpages for car insurance look similar to the content of our website but if you supply any personal information on those webpages it is collected by A&G.
       

       

  • • How do we hold and protect your information?

    • We strive to maintain the reliability, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or documentation retention requirements.
      We hold your information in on our computer systems or databases, which may involve storing data on storage or computer systems provided by third party suppliers; in paper records; and/or in telephone recordings.
      
      We use the very latest, industry-standard Secure Socket Layer (SSL) technology to protect your personal information when you supply it via our website. This technology encrypts the information you enter to prevent other computers from impersonating your computer and prevents third parties from reading or changing your information as it travels over the Internet. If you are unhappy about entering your payment information online, then you are more than welcome to provide such information over the phone, please email your request to [email protected].
      
      In some cases, your information may be archived and sent to an external data storage provider for a period of time. We use storage providers located in Australia who are regulated by the Privacy Act and the Australian Privacy Principles as well as some storage providers located overseas.

  • • Checking, updating or changing the information we hold

    • Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate, irrelevant, out of date or incomplete.
      
      If you wish to access or correct your personal information please write to our Privacy Officer, at 1Cover Travel Insurance, PO Box 6798 Baulkham Hills NSW 2153 Australia, or at [email protected].
      
      Where we hold information that you are entitled to access, we will try to provide you with suitable means of accessing it (for example, by mailing or emailing it to you). We reserve the right to charge an administration fee for the costs of retrieval, supply of any requested information. We will not charge for making the request and will not charge for making any corrections to your personal information.
      In some limited cases, we may need to refuse access to your information or refuse a request for correction. We will advise you as soon as possible after your request if this is the case and the reasons for our refusal.

  • • How We Use Cookies & other Tracking Tools

    • We also use technology to collect anonymous information about the use of our website.  This is employed for statistical analysis to identify usage patterns and improve your experience with our website. For example, we use cookies to help us remember information you previously entered. By passing a unique identification between your computer and the 1Cover Travel Insurance website, we can show you quote information that you have already requested, eliminating the need to re-enter information.
      
      Anonymous data we collect includes, your computer’s IP address, recording the time and pages you visited, the device and browser you are using. Cookies by themselves cannot be used to discover the identity of a user. Cookies may also be used to help us tailor our online ads or to deliver an advertisement to you that may be more relevant to you. You can disable cookies in your web browser but if you do so, some features on this website may not work properly. Cookies are also used to ensure against fraud, misuse.

  • • Complaints regarding the handling of your personal information

    • If you believe your privacy may have been prejudiced, or if you have concerns about whether we have complied with the Privacy Act or our Privacy Policy when collecting or handling your personal information you have the right to make a complaint about the matter. You should do so by contacting our Privacy Officer, at 1Cover Travel Insurance, PO Box 6798 Baulkham Hills NSW 2153 Australia, or by email at [email protected].
      
      We will respond to your complaint and investigate the matters raised in accordance with our Data Breach Policy and respond in accordance with our Data Breach Response Plan. We will endeavour to resolve your complaint within 30 days.  If we are unable to resolve your complaint within this time, you may take your complaint to the Office of the Australian Information Commissioner (OAIC)
      https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint
      
      Office of the Australian Information Commissioner
      GPO Box 5218
      Sydney NSW 2001
      Tel: 1300 363 992
      Web: www.oaic.gov.au

  • • Your consent

    • By using our website 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.

• 1Cover Travel Insurance Mobile Terms and Conditions

• • What are 1Cover transactional SMS messages?

  • 1Cover sends transactional SMS messages to customers once they have purchased a 1Cover Travel Insurance Policy; they include essential details about the cover.

• • How often will I receive 1Cover transactional SMS messages?

  • 1Cover send transactional SMS messages to customers once:
    - They have purchased a policy.
    - They are about to depart. 
    - They are due to extend their policy

• • How do you subscribe to 1Cover transactional SMS messages?

  • By purchasing a 1Cover policy either via phone or the website. 1Cover transactional SMS messages are not mobile spam. The service is not a recurring message program.

• • Is it free?

  • 1Cover transactional SMS messages are complimentary, however, Message & Data rates may apply. Depending on your text plan, you may be charged by your carrier.

• • Who are the Participating Carriers?

  • Telstra Australia, Singel Optus Ltd aka OPTUS, Vodafone Australia, Virgin Mobile Australia, Hutchison 3G

• • Can the customer opt-out of receiving transactional SMS?

  • 1Cover transactional SMS messages include important details that by law we must provide.

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THIS PRIVACY POLICY WAS UPDATED ON 11th OCTOBER 2023