Prosura

Privacy Policy and Collection Statement

Prosura Pty Ltd ABN 59 638 142 720 (“we”, “our” or “us”) is committed to the protection of personal privacy within the scope of applicable law. This Privacy Policy and Collection Statement ("Privacy Policy") covers our treatment of personal information that we collect, use and disclose. 

We may update this Privacy Policy from time to time. The most current version will be located on our website. 

By using our website, or by providing any personal information to us, you consent to the collection, use, disclosure and handling of your personal information as set out in this Privacy Policy.

Types of personal information collected

The types of personal information that we collect and hold will vary depending on your dealings with us. 

When you make an inquiry with us, purchase a policy or request a quote, we collect your: 

• name,
• mobile telephone number,
• email,
• payment information (this information is collected by our third-party payment processor);
• country of residency,
• the travel destination, dates of travel and other transaction information that you provide to us.

Where you make a claim under your policy, we collect information necessary in order to assess, settle and handle your claim, including: 

• your driver license,
• other information that is included in the documents you provide to us to substantiate your claim, for example, your date of birth and home address where that is included on your driver license or rental agreement;
• information regarding the loss you are claiming for including accident details and police reports, and
• your bank details for receipt of approved claim payments.

From time to time, you may provide us, and we may collect from you, personal information of a third party (for example, when you make a claim, or an inquiry on behalf of another person). Where you provide the personal information of a third party, it is your responsibility to ensure that those persons are aware, 

• that their information has been provided by you and collected by us and when and how this was done,
• of this Privacy Policy, and that they understand it and accept it.

We will not collect sensitive information from you or any third party. 

You do not have to provide us with personal information, however if you do not do so we may not be able to provide you with the products, services or benefits you have requested. 

We may use technology such as cookies, and similar tracking technologies to collect, store and use anonymous data about how you use our website/mobile technology. This includes your IP address, the date and time of your visit, the pages and links accessed, the type of browser used, your operating system and other information about your browsing activities. This data is used to increase functionality and can also enable us to display information and content that is tailored to our understanding of your interests. This information alone cannot be used to discover your identity.

How we collect personal information

Generally, we collect personal information directly from you, such as:

• when you submit information through our websites, including prosura.com and Prosura’s self service portal;,
• when you use the ‘Live Chat’ function or telephone to speak with one of our customer service agents;
• in person;
• in the course of us providing you with a requested product, service or benefit; or
• when you have other dealings with us. 

We also collect personal information through: 

• our authorised representatives, distribution and referral partners for transactional purposes, for example, where you have purchased a policy or requested a quote via their websites; and
• third parties who supply services to us, where we need to do so for the functions and services we provide.

Why we collect, use and disclose personal information

We collect, use and disclose your personal information for the purposes of underwriting, quoting, arranging, managing and servicing your needs on any of our insurance products. For example, to answer your query, arrange your insurance purchase or to assess a claim you have made under an insurance policy, or otherwise as set out in this Privacy Policy. 

We may collect your information from, or disclose it to our third-party business partners, intermediaries, service providers and suppliers (who may be located within or outside of Australia) such as, but not limited to:

• our authorised representative, distributor or referral partner where you have purchased a policy or requested a quote via their website,
• underwriters, reinsurers, insurance intermediaries, financial institutions, credit agencies, insurance registers (such as the Insurance Claims Register) and other Insurers;
• loss assessors, claims investigators, subject matter experts;
• information technology providers, such as hardware/software vendors and programmers;
• customer or market research and/or analytical and/or business/marketing strategy service providers;
• government, law enforcement or statutory bodies;
• policy holders, where you are an insured person, but not the policy holder;
• external dispute resolution schemes; and
• any other parties that we consider necessary to administer the insurance or process your claim, or anyone as otherwise communicated to you or required by law. 

We also use your personal information to manage your ongoing requirements and our relationship with you. This includes contacting you by mail or electronically (unless you tell us you do not wish to receive electronic communications). 

From time to time we will use your contact details to send you offers, updates, articles, newsletters or other information about products and services that we believe will be of interest to you. We may also send you regular updates by email or by post. We will always give you the option of electing not to receive these communications and you can unsubscribe at any time by notifying us that you wish to do so. 

We do not sell, trade, or rent your personal information to others.

How we store and protect personal information

We strive to maintain the relevance, 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 reporting or document retention requirements. 

We store personal information in a combination of cloud and computer storage facilities. We have taken numerous steps to protect your personal information from misuse, interference and loss, and unauthorised access, modification or disclosure. We maintain physical, electronic, and procedural safeguards. We restrict access to your personal information to our employees and others who we feel must use it to provide our products and services. We limit access to our servers and require our employees to adhere to high standards of ethics and integrity in performing their jobs. We undertake periodic integrity checks and penetration testing. Additionally, we take reasonable steps to destroy or permanently de-identify personal information when we no longer need it. 

If for any reason, you decide to cease doing business with us indefinitely, we are required to keep records of your personal information on file for compliance and/or auditing purposes. This record will be kept for at least 7 years or as required by any applicable law, and will only relate to the purpose we collected it for and servicing any queries about your time as a customer. This information will be subject to this Privacy Policy.

Do we send personal information overseas?

We are likely to disclose some of your personal information, for the purposes described above, to employees, contractors and organisations in foreign countries, including New Zealand, United Kingdom, USA, the Philippines, South Africa, Ireland and Indonesia. 

Some of these countries may not have the same or substantially similar privacy laws as those set out in this privacy policy and the Australian Privacy Principles. Where we disclose to parties in these countries, we take reasonable steps to ensure that they will protect your information in the same way that we do. 

By providing your personal information to us, you consent to our disclosure of your personal information to parties in those countries. 

You may request us not to transfer your personal information to the countries listed above, but if you do so we may not be able to provide the services or products you have requested from us.

How you can access or request correct of your personal information

If your personal details change, such as your address or phone number, or you want to correct any personal information that we hold about you, please contact our Customer Service Team. 

At your request, we will provide you with a copy of any personal information which we hold about you, unless an exception under the Privacy Act 1988 applies. We may charge a fee for retrieving this information, in which case we will inform you of the fee and obtain your agreement to that fee before providing the information.

How to contact us or make a complaint

If you have any questions about this Privacy Policy, please contact:

The Privacy Officer
PO Box 1424, Milton, QLD, 4064
E-mail: help@prosura.com

If you wish to make a complaint about our collection, use or disclosure of your personal information under this Privacy Policy, please follow the instructions outlined on prosura.com/complaints. 

If, after escalating your concerns, you are not satisfied with the outcome, you can refer the matter to the Office of Australian Information Commissioner by telephone 1300 363 992 or email enquiries@oaic.gov.au.

Last updated 4 June 2024.