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Privacy & security
When you use our website and transact with us online, our commitment to the protection and privacy of your personal information is a priority. This means handling your personal information in a responsible manner in accordance with the Privacy Act.
If you have any further questions on privacy and security, please call us on 132 132 7am-10pm, 7 days.
Additional Content:
Online Privacy Statement
This Online Privacy Statement is issued by Insurance Australia Limited and its related entities. It applies to this website, located at www.nrma.com.au, which is operated and managed by Insurance Australia Limited for itself and its related entities.
This Online Privacy Statement supplements and should be read in conjunction with our corporate privacy policy, referred to as our Privacy Charter, which outlines how we handle personal information.
Our commitment to privacy and responsible use of your online personal information
When you use this website and when you transact with us online, we are committed to protecting the privacy of your personal information, and to handling your personal information in a responsible manner in accordance with the Privacy Act.
This Online Privacy Statement explains how we collect, use and disclose your personal information. In doing so, we are committed to complying with the National Privacy Principles, as well as complying with our legal obligations.
What information do we collect when you interact with us online?
The information that we collect from you when you interact with us online depends on the tasks you complete on this website.
Browsing this website
When you visit and browse this website, we collect general information that enables us to continually evaluate and improve the performance of this website. This general information includes:
- The number of users visiting this website and the number of pages viewed
- The date, time and duration of visits
- The path taken through this website
Premium Estimates or Quotes
We give you the option of interacting with us anonymously when you obtain a premium estimate or a quote on this website. When you obtain an online premium estimate or quote, we are not able to identify you unless you provide us with your personal information, in order for us to contact you about your online premium estimate or quote.
Applying for a product or service or making a payment
We need to obtain personal information from you in order to complete your online application for our products or services, or to identify you if you are paying for your products or services online. The online application form will explain the purposes for which we collect, use and disclose your information.
When paying for a product or service online, we require your policy number, email address, suburb and payment details. We use a recognised payment service provider to process any insurance payments you make using this website. This service provider is committed to protecting your personal information on our behalf.
Enquiries, Emails and Email Forms
To send an email to us, or to make an enquiry online, you will need to complete an email form available on this website. Many of our online forms ask for a limited amount of personal information for contact purposes, such as an email address or telephone number. You have the choice of whether or not to provide additional personal information.
Information provided to us either directly or indirectly through these forms will be used for the purposes outlined above, such as to answer your enquiry or to provide the estimate requested. This information may also be used by IAG to meet its legal obligations.
Online Surveys
When you visit this website you may be invited to participate in an online survey, which will appear as a pop-up window. Participation in any survey is voluntary, and we will generally not ask you for your name. This survey may ask you to provide information such as your age, gender and income.
How information is collected
Information that is not capable of identifying you, such as the number of users visiting this website, is collected through code embedded in the webpages of this website. You cannot disable the code on these pages.
Other information, such as browser type, is included in a ‘cookie’ that is sent to your computer when you are completing certain tasks on this website. A cookie contains bits of information that enables our servers (ie. the computers that house this website) to identify and interact efficiently with your computer. Cookies are designed to provide a better, more customised website experience, and to make it easier for you to use this website.
You can configure your browser to either accept all cookies, reject all cookies or to notify you when a cookie is being sent to your computer. The ‘help function’ on your browser will provide you with details on how to change your browser configurations. You will need to accept cookies in order to use some functionality on this website.
How we use information collected online - Selling or distribution of information
We do not sell, trade, lease or rent any personally identifiable information we obtain using this website, without your prior consent.
Third Party Suppliers
From time to time we may use independent third party suppliers to gather information using code embedded in the webpages of this website. This information includes information such as the number of users and pages viewed and the path taken through this website. We use this information for statistical and maintenance purposes. We also use other external companies for the following purposes:
- For web hosting services for this website
- For maintenance or problem-solving
- To gather information from cookies in order to evaluate the effectiveness of our online activities
What is our privacy relationship with third party websites?
This website includes hyperlinks to enable you to access a number of other websites by clicking on these hyperlinks we have provided. These third party websites are not subject to this Online Privacy Statement. We recommend that you read their privacy and security statements to understand how they deal with your personal information online.
This Online Privacy Statement operates from 1 February 2013
Due to evolving technologies and types of functionality available on this website, we encourage you to review this Online Privacy Statement from time to time as it may be updated.
Want to know more?
Want to know more?
Online Security contains additional information on:
- How we protect your personal information
- Communicating with us using the internet
If you have any queries please email us.
Privacy Charter
We are committed to protecting the privacy of your personal information and to handling your personal information in a responsible manner in accordance with the Privacy Act.
This Privacy Charter explains how we collect, use and disclose your personal information. Download our Privacy Charter (PDF).
Contact us
For questions about the management of your personal information call us on 132 132 (7am-10pm, 7 days). If you have a complaint, you can contact:
Customer Relations NRMA Insurance
Reply Paid 62759
Sydney NSW 2001
Phone: 1800 045 517
Fax: 1800 649 290
Who we are
In this Privacy Charter “we”, “our”, and “us” refers to Insurance Australia Limited trading as NRMA Insurance, and each of its related entities.
We offer general insurance, commercial insurance, financial and retirement services and products in various states and territories in Australia.
Insurance Australia Limited and its related entities may maintain additional rules and practices, which are fully consistent with this Privacy Charter.
This Privacy Charter is current as at 21 December 2001.
Our commitment to privacy and responsible use of your personal information
We are committed to protecting the privacy of your personal information and to handling your personal information in a responsible manner in accordance with the Privacy Act.
This Privacy Charter explains how we collect, use and disclose your personal information.
The National Privacy Principles
The Federal Government’s Privacy Act outlines the National Privacy Principles, which set the minimum standards for how private sector organisations should handle your personal information.
We are committed to complying with the National Privacy Principles.
Collection of your personal information
We collect your personal information in various ways, such as over the phone, in one of our offices, over the internet if you transact with us online, or when you fill out an application form for one of the products or services that we offer or promote.
The personal information collected and stored by us about you generally includes your name, address, date of birth, gender, and contact details, including phone, fax and email as provided by you to us.
When you apply for a specific product or service, we may also collect information from you related to that product or service.
Where practicable, we will give you the option of interacting with us anonymously.
Sensitive Information
If we collect sensitive information about you, we do so in accordance with the National Privacy Principles. If you apply for certain products and services, such as life insurance, general insurance, health insurance, or workers compensation insurance, or make a claim under one of these policies, we may need to collect sensitive information about you. Depending on the policy, this may include details such as your health information, criminal record, or sexual preferences.
How we collect the information
Whenever possible, we collect your personal information from you. However, there may be occasions when we collect personal information about you from someone else. For example, you may apply for a product or service through a broker or financial adviser.
We may also collect information about someone else from you. This may happen where you apply for a product or service in joint names or where you want the benefit of that product or service to also apply to someone else, such as a nominated driver under your car insurance policy.
Irrespective of the source of the information, we respect and protect the privacy of personal information.
If you provide information to us about another person, then you are responsible for telling the other person that you have provided information about them to us. You should tell them who we are, that they may access their personal information, and you may also wish to refer them to this Privacy Charter.
We may also obtain information about you from other insurers if, for example, we need to confirm your no claim bonus. We may also obtain information about you from assessors, repairers, medical providers or other professional experts in order to provide you with a policy or assess a claim you make.
How we use your information
We will use your personal information in accordance with the National Privacy Principles, such as for the purposes for which it is collected, to provide you products and services, and (subject to your consent) for marketing purposes. For example, if you apply for insurance with us, we will collect and use your personal information to:
- assess your application
- underwrite, price and issue any policy
- process payments
- administer the policy
- calculate or offer discounts which may apply to you such as a multi-policy discount
- investigate, assess and pay any claim made by or against you under your policy, and
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contact you as necessary on issues relating to your insurance or our service.
We also need to collect, use and store your personal information so that we can answer any questions you may have regarding any products or services.
Sharing and disclosure of your information
We will not disclose information about you to a company which is not a related entity unless the disclosure is required or authorised by law, or you have consented to our disclosing the information about you. On occasions, we may need to disclose your personal information to provide a product or service to you. For example, if you apply for an insurance policy, we may need to disclose your information to our related entities, our distributors such as agents and brokers, other insurers, and insurance reference bureaus in order to determine your claims history. In order to process a claim you have made, we may need to disclose your information to assessors, repairers or medical providers. We may also need to disclose your information to law enforcement agencies, investigators and lawyers.
At all times, we will respect and protect the privacy and confidentiality of personal information.
Receiving marketing material from us
It is our aim to provide our customers with access to a range of leading products and services offered by us and any other organisations whose products and services we promote.
To do this, we use the information you provide to us for market research so we can better understand our customers’ needs. We then provide you with information on products and services that we believe will be of interest to you.
We may share your personal information on a confidential basis to our related entities so that they can also offer you products and services.
If we promote products or services from other organisations, we will not disclose your personal information to them.
Please keep in mind that if you take advantage of an offer from one of these other organisations and become their customer, they may independently send offers to you. In this case, you will need to inform them directly if you do not wish to receive future offers from them.
We may also share your personal information on a confidential basis with NRMA Motoring & Services* and its related entities, so that they can offer you products and services which may be of interest to you.
* trading name of National Roads and Motorists’ Association Limited ABN 77 000 010 506, a separate and unrelated company.
We provide you with a choice to opt out of our marketing activities, and will respect your request not to receive marketing material from us.
If you do not wish to receive marketing material from us, we ask you to contact us.
You should inform us if you do not want your personal information to be used and disclosed for marketing purposes.
Please note that it may take up to 60 days to fully implement your request not to receive marketing or promotional materials. We apologise if you do receive any materials during this period.
Should you change your mind at any time and would again like to receive promotions, offers and marketing materials please let us know by contacting us.
Other companies who provide services to us
We may disclose information about you to outside contractors to carry out activities on our behalf, such as a mailing house. We impose security and confidentiality requirements on how they handle your personal information.
Outside contractors are required not to use information about you for any purpose except for those activities we have asked them to perform.
Credit information
We may obtain credit information about you from, and provide it to, credit reporting agencies in accordance with the Privacy Act and Credit Reporting Code of Conduct. We will only do so with your consent.
Security of your personal information
Personal information that we hold on our systems is protected through the use of secure passwords and other security procedures. Access to personal information is limited to those who specifically need it to conduct their business responsibilities.
We also maintain physical security procedures to manage and protect the use and storage of paper records containing personal information.
Our staff are responsible for handling personal information in accordance with the Privacy Act. We educate our staff about the requirements of the National Privacy Principles and the Privacy Act.
We will keep your information so that we can continue to provide the products and services you have requested from us. We will take reasonable steps to destroy or permanently de-identify personal information when we no longer need it.
Accuracy of your personal information
We will take reasonable steps to ensure that the information we hold about you is accurate, complete and up-to-date.
If you believe that the information we have about you is not accurate, complete or up-to-date we ask you to contact us.
Access to your personal information
You may request access to the personal information we hold about you. So that we can respond quickly and efficiently to your request, we may ask you to complete an Access Request Form and may charge you a service fee for retrieving and sending the information to you.
Please contact us if you would like more information on how to request access to this information or to confirm the applicable charges.
If we are unable to meet your request for access, we will let you know why.
If you have a complaint
If you have a complaint about the privacy of your personal information, we ask that you contact us in writing. We will promptly acknowledge and investigate complaints.
Further information
Please contact us if you would like further information regarding this Privacy Charter, or the management of your personal information. You can also email us if you have any further queries.
Privacy Online
Please read our Online Privacy Statement, which outlines our policy on the management and security of your personal information online when you transact with us on the internet.
Online security
NRMA Insurance takes the protection of your personal information seriously; it is a priority for us. This is why we take all reasonable precautions to protect your personal information from loss, misuse, unauthorised access, modification or disclosure.
How can you be sure your Personal information is secure?
Personal information you provide to us via this website is encrypted as it travels between your computer and our computers. We utilise a strong form of secure socket layer (SSL) encryption, making it almost impossible for others to access your information.
Your personal information is stored on computer systems which are protected from unauthorised access by a combination of firewalls, secure logon processes, encryption and intrusion monitoring technologies.
We use a recognised payment service provider to process any insurance payments you make using this website. This service provider is committed to protecting your personal information on our behalf.
Communicating with us using the internet
Our website enables you to communicate with us electronically using the internet. We need your email address in order to respond to your communications with us, however we will not utilise your email address for the purposes of sending unsolicited email messages (referred to as Spam) without your consent.
We will not ask you to provide or confirm personal information via email. An email purporting to come from us that does so should be discarded as it is likely to be an attempt to steal your personal details (referred to as 'phishing').
Want to know more?
Our Online Privacy Statement contains additional information on:
Our Online Privacy Statement contains additional information on:
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The responsible use of your online personal information
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How your information is collected and used online
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The relationship we have with third party websites
