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. All references to “personal information”, “sensitive information” and “health information” in this Privacy Policy have the meanings given to these terms in the Privacy Act 1988 (Cth) (“Privacy Act”) and, unless otherwise specified, all references to “personal information” in this Privacy Policy include “sensitive information” and all references to “sensitive information” in this Privacy Policy include “health information”.

We collect, use and disclose your personal information in accordance with this Privacy Policy and the Privacy Act. By using our website, or by providing any personal information to us, you acknowledge that you have read and understood this Privacy Policy.

For some specific products or services or where additional personal information or sensitive information not detailed in this Privacy Policy is to be collected by us, you will be provided with a separate privacy collection notice (“PCN”) for that product, service or collection. The PCN is to be read together with this Privacy Policy in relation to that product or service.

Where you provide us with personal information about any other individual, you warrant that you have the authority of that individual to disclose such information to us for our collection, use and disclosure under this Privacy Policy and any relevant PCN and that you have referred that individual to this Privacy Policy and any relevant PCN.

By providing (or anyone on your behalf providing) us with any of your sensitive information identified in this Privacy Policy or any PCN provided to you before or at the time of collection of your sensitive information or using any of our products or services, you acknowledge and consent to us collecting, using and disclosing that the sensitive information (i.e. as detailed in this Privacy Policy and any relevant PCN) in accordance with this Privacy Policy and/or PCN, as applicable.

Where you provide us with sensitive information about any other individual, you warrant that you have the consent of that individual to disclose such information and that you have referred that person to this Privacy Policy and any relevant PCN and that they consent to us collecting, using and disclosing their sensitive information in accordance with this Privacy Policy and any relevant PCN, until that consent is withdrawn by them notifying us in writing using the details set out in the section “How to contact us” below of their withdrawal of their consent to our processing of their sensitive information.

You do not have to provide us with personal information. Also, you can withdraw your consent to us processing your sensitive information by contacting us using our contact details set out in the section “How to contact us” below. However, if we do not receive your personal information or you withdraw your consent to us processing your sensitive information for the relevant purposes, we may not be able to provide you with the products, services or benefits you have requested or to respond to your requests or queries.

Types of personal information collected

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

Personal information

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

• name;
• contact information such as mobile telephone number and email;
• country of residency;
• travel destination, dates of travel and other rental related information;
• payment information; and
• transaction details relating to your use of our products, services or benefits.

Where you or a third party on behalf of you make a claim under your policy, we collect information necessary in order to assess, settle and handle your claim, including:

• the types of personal information we collected when you or a third party on behalf of you make an inquiry with us, purchase a policy or request a quote as listed above;
• your driver license and other information 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;
• information regarding your financial hardship which you or the third party voluntarily provide to us;
• your bank details for receipt of approved claim payments; and
• your residential address where you have requested us to pay an approved claim to a foreign bank account.

When a third party provides personal information about you to us when they themselves make a claim or we receive a claim under a policy from a third party, we collect the same types of personal information about you that we collected where you or a third party on behalf of you make a claim under your policy as detailed immediately above.

Sensitive information

Where you or a third party on behalf of you make a claim under your policy, we may collect your sensitive information you or the third party voluntarily provide to us to assess, settle and handle your claim, including your health information, for example, whether you are physically unwell or suffering from any illness.

How we collect personal information

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

• when you email us or 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 and third-party payment processors for transactional purposes, for example, where you have purchased a policy or requested a quote via their websites;
• third parties who supply services to us, where we need to do so for the functions and services we provide;
• your authorised representatives when they make an inquiry, purchase a policy or request a quote or make a claim under your policy on your behalf;
• the policy holder where you are an insured person under that policy; and
• a third-party individual when they make a claim under a policy.

Sensitive information
Generally, when we collect your sensitive information to assess, settle and handle your claim, we collect the information directly from you, such as:

• when you email us or 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; or
• in person.

We also collect your sensitive information through:

• your authorised representatives when they make a claim under your policy on your behalf; and
• the policy holder where you are an insured person under that policy.

Why we collect, use and disclose personal information

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 also use your personal information to manage your ongoing requirements and our relationship with you. This includes contacting you by mail or electronically about your policy and claim.

In addition, 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.

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

Who we disclose your personal information to

Personal information
To assist us in administering the insurance products, policies, claims and your inquiries, where necessary we disclose your personal information to our third-party business partners, intermediaries, service providers and suppliers such as, but not limited to:

• our authorised representative, distributor or referral partner from where you have purchased a policy or requested a quote via their website,
• underwriters;
• policy holders, where you are an insured person but not the policy holder;
• loss assessors, claims investigators, subject matter experts to assist us in assessing your claim;
• information technology providers and contractors, such as hardware/software vendors and programmers;
• business, customer or market research, analytics, marketing or strategy service providers; and
• business process outsourcing providers or any other parties that assist us to administer the insurance or process your claim.

We may also disclose your personal information as authorised or required by law, including to the government, law enforcement, statutory bodies, regulators, external dispute resolution schemes or anyone otherwise communicated to you or authorised or required by law. 

Sensitive information
To assist us in administering the claims and your inquiries, where necessary we disclose your sensitive information to our third-party business partners, intermediaries, service providers and suppliers such as, but not limited to:

• underwriters, for consideration and arrangement of any ex gratia payment;
• policy holders, where you are an insured person but not the policy holder;
• loss assessors, claims investigators, subject matter experts to assist us in assessing your claim;
• information technology providers and contractors, such as hardware/software vendors and programmers; and
• business process outsourcing providers or any other parties that assist us to administer the insurance or process your claim.

We may also disclose your sensitive information as authorised or required by law, including to the government, law enforcement, statutory bodies, regulators, external dispute resolution schemes or anyone otherwise communicated to you or authorised or required by law.

Overseas disclosures

Personal information
Some of our authorised representatives, distributors or referral partners, underwriters, information technology providers, suppliers, contractors and other parties specified in the “Who we disclose your personal information to” section above are located overseas in countries such as New Zealand, South Africa, the United Kingdom, Ireland, USA, the Philippines and Indonesia and we may need to disclose your personal information to them for the purposes noted above.

Sensitive information
Some of our information technology providers, suppliers, contractors and other parties specified in the “Who we disclose your personal information to” section above are located overseas in countries such as New Zealand, South Africa, the United Kingdom, Ireland, USA, the Philippines and Indonesia and we may need to disclose your sensitive information to them for the purposes noted above.

How we protect personal information

We take reasonable steps in the circumstances to protect your personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

Our use of cookies and tracking technology

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 of our websites and services and can also enable us to display information and content that is tailored to our understanding of your activities.

How you can access or request correction of your personal information

You have a right to ask us for access to and to seek correction of personal information that we hold about you.

For policy holders, if your personal details such as your address or phone number change or you want to correct personal information that we hold about you, we recommend that you first contact our Customer Service Team at https://prosura.com/contact-us/ before you contact our Privacy Officer using the contact details set out in the section “How to contact us” below.

For any other individuals, to request access and correction of the personal information we hold about you, please contact us using the details set out in the section “How to contact us” below.

As regards any access request, once we have verified your identity and subject to any applicable exceptions, we will provide you with the personal information about you that you have requested in accordance with the Privacy Act.

If you believe that we are holding incorrect, out-of-date, incomplete, irrelevant or misleading personal information about you, you may request to us to correct it. Once we have verified your identity and subject to any exceptions, where we are satisfied that your personal information is incorrect, out-of-date, incomplete, irrelevant or misleading, we will take such steps as are reasonable in the circumstances to correct that personal information.

How to make a complaint about how we handle your personal information

If you wish to make a complaint about how we handle your personal information or believe we have breached this Privacy Policy, a PCN or the Privacy Act, please follow the instructions outlined on https://prosura.com/complaints, which includes first contacting our Customer Service Team at https://prosura.com/contact-us/ and a two-step internal dispute resolution (“IDR”) process first managed by the Customer Resolutions Team then reviewed by our IDR Committee.

If, after escalating your concerns, you are not satisfied with the outcome, you can refer the matter to the Australian Financial Complaints Authority as an external dispute resolution body as outlined on https://prosura.com/complaints or you may make a complaint to the Office of Australian Information Commissioner by submitting your complaint online (here) or submitting the complaint form (here) by email to oaicintake@oaic.gov.auto or mail to GPO Box 5288, Sydney NSW 2001.

Please contact us using any of the following means if you wish to access or correct personal information that we hold about you or have a query or complaint about our privacy practices:

By mail: PO Box 1424, Milton, QLD, 4064 (Attn.: Privacy Officer)
By email: help@prosura.com

Changes to this Privacy Policy

This Privacy Policy will be reviewed and updated from time to time and we will note this on our website. If any changes are significant or substantially impact on your rights, we will contact you by email if you have provided us with your email address.

Your continued use of our products or services or providing further personal information to us after our notice that this Privacy Policy has been revised will be deemed to be your notification of (and in the case of sensitive information, consent to) the revised Privacy Policy.

Last updated 6th of May 2026