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Privacy Policy

At Allianz Australia we understand that data privacy is important to you and respect the confidentiality of the information that we hold about you. This Privacy Policy explains how we comply with our obligations under the Privacy Act 1988, specifically:

  • what personal information we collect and how; 
  • why we collect, hold, use and disclose personal information;
  • how we store and secure personal information; 
  • how you can obtain access to information we hold about you; 
  • how you can request correction of information we hold about you; and 
  • where to direct any enquiries you may have in relation to our information handling practices.

Scope of this Privacy Policy

This Privacy Policy applies to Allianz Australia Insurance Limited ABN 15 000 122 85 and its subsidiaries1 (together Allianz Australia). It applies to insurance products provided or serviced by Allianz Australia2, websites and apps, as well as events such as conferences, training, and promotional activities.

This Privacy Policy doesn’t apply to Club Marine, GT Insurance or Primacy, which each have their own privacy policies.

Collection of personal information

Allianz Australia collects personal information so we can provide our products and services. The types of information collected depends on the nature of your insurance product and the context of your dealings with us. For instance, medical information may only be required in the context of workers' compensation or motor insurance products. We collect some of the information because the law requires us to do so. When we collect personal information, we will take reasonable steps to explain the main purposes for doing so.

Depending on the context in which we provide our products and services we may collect the following information types:

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Type of Information 
Examples
Contact details  Name, address, email address, phone number.
Interaction information A record of any interaction that you may have had with us, including information you or someone acting on your behalf provides to us when applying for a product or service.
Demographic information Date of birth, gender, country of birth, relationship status and family circumstances, whether you have children, dependents or are a carer, your living arrangements. 
Call recordings Call audio recordings and transcripts. You will be notified when call recordings are made and your consent will be obtained where required.
Digital information Information about your use of our websites or apps including IP address, browser type, operating system, installed applications, device settings, unique device identifiers, advertising identifiers, pixels, cookies, approximate geolocation, and other similar mobile device data. 
Professional information Your education, occupation, job title, employer, employment status, salary, employment benefits, professional certifications, licenses, and training, and any industry-specific memberships or professional associations to which you belong.
Financial information  Your income, income sources, property ownership, assets, financial liabilities, investments, commissions, bankruptcy or insolvency status, bank account and credit card details, and transaction information.
Insurance information
  • Information about your insurance cover, claimant's relationship to a policyholder/insured, policy number, policy start and end dates, premiums;
  • reasons for cancellation, risk profile, eligibility for insurance or benefits;
  • your insurance claims history (whether with us or other insurers); and
  • information about the asset you would like to insure (e.g. the type of home, assets, car, boat, caravan).
Account and login information Account username, password, security question and answer to provide you with secure access to your account.
Claim information
  • Information collected as part of an insurance event (e.g. location, date, description of event, individuals involved, evidence, professional reports and assessments, and Internal your claims history (whether with us or with other insurers); and
  • data points required under the National Insurer Data Specifications (workers' compensation only).
CCTV, video recordings, and images CCTV, photographs and video footage from Internet of Things (IoT) devices such as dashcams or doorbell cameras for evidence and security purposes.
Government identifiers Information contained in identity documents or government issued documents such as Driver’s Licence Details, Passport Details, Individual Health Identifiers, Medicare Number, Centrelink Number, Tax File Numbers.
Investment information Number of securities you hold, Holder Identification Number (HIN), Security Reference Numbers (SRN).
Interests  Your travel history, interests, hobbies, or preferences inferred from your interactions with our products and services, such as the subscription to the boating magazine, and any other information that you have given us. 

Collection of sensitive personal information

Depending on the insurance product or service you’re requesting or the dealings you have with us, we may also collect sensitive personal information about you. This is especially relevant in cases involving workers' compensation and motor insurance, or when there are indicators of customer vulnerability.

We will obtain your consent before collecting sensitive information about you (such as health information), unless we’re required or permitted by law to collect that sensitive information without your consent. 

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Type of Information 
Examples
Call recordings Call audio recordings and transcripts. You will be notified when call recordings are made and your consent will be obtained where required. 
Citizenship and immigration information  Citizenship, residency or visa status. 
Health, medical or lifestyle information  Medical diagnostics, reports, and assessments, vaccination history, drug and alcohol tests, and other relevant health data and identifiers where relevant to underwriting, managing, or processing a personal injury policy or claim.
Driving, criminal record, and background checks Driving licence conditions, history or suspensions, demerit points, previous accident and claims history where relevant to Internal underwriting, managing, or processing a motor insurance policy or claim.

We may also conduct inquiries into your criminal history and conduct background checks, where relevant, regarding claims and to effectively manage supply chain and onboarding risks, particularly when engaging with distributors and service suppliers.
Vulnerability information  We may collect information about your age, disability, mental or physical health conditions, instances of family violence, language and literacy barriers, cultural background, Aboriginal or Torres Strait Islander status, remote location, and financial hardship to provide tailored support and care as required under regulatory and contractual requirements as well as Industry Standards and Codes.
Inferred sensitive information  We don’t request information about your religious beliefs, sexual orientation, or any groups you’re part of. However, we might be able to understand these aspects from the details you share with us during our interactions.

How we collect personal information

Where possible, we collect personal information directly from you. We may also collect information through third parties, including: 

  • policyholders, co-insured, or someone who may be arranging insurance cover for you (e.g. a family member or your employer). 
  • your representatives that act on your behalf such as your broker, legal or financial advisor; 
  • third parties who you have asked to provide your personal information to us such as your employer, medical and allied health professionals; 
  • claimants, third party beneficiaries, witnesses, complainant, or another person involved in an insurance event;
  • third parties who you have asked to provide your personal information to us such as your employer, medical and allied health professionals; 
  • distributors and intermediaries including agents, strategic partners, as well as parties with whom we have an insurance scheme in place under which you purchased your policy, such as a financier or motor vehicle manufacturer or dealership;
  • claims service providers who are involved in assessing, investigating, processing or settling claims on Allianz Australia’s behalf such as loss adjustors, assessors, repairers, medical and allied health professionals, professional experts, case managers and rehabilitation consultants;
  • our business partners, including our professional advisers (including legal, actuary and accounting advisers), service providers, and (re)insurers; government agencies, law enforcement, external dispute resolution, statutory, regulatory or enforcement bodies and agencies, including Insurance Council Australia; 
  • external data collection and verification agencies;
  • our related entities and affiliates; 
  • individuals or entities who report suspected misconduct to us; or
  • internet, social media, industry databases, public company registers, business directories, background and sanctions screening tools or Personal Properties Security Register. 

Why we collect, use, and disclose personal information

It’s important that you understand why Allianz Australia collects, holds, uses or discloses personal information about you. 

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Type of Information 
Examples

Provide Customer Service
  • respond to your inquiries, feedback, claims, and concerns;
  • verify your identity and authenticate you; and
  • manage our relationship with you and correspond with you including to contact you about changes to products and services.
Provide insurance products and services
  • providing you with a quote;
  • considering your application for insurance;
  • pricing and underwriting a policy;
  • issuing, renewing, or amending an insurance policy;
  • managing, processing, assessing claim eligibility and entitlements and settling claims;
  • providing claims management services on behalf of a statutory bodies and related entities;
  • design, price, provide, manage and improve our products, services, and digital platforms; and
  • providing you with access to our products, services, websites, and applications.
Business Administration
  • ensuring quality assurance and learning and development for our staff, distributors, service suppliers, and authorised representatives; 
  • managing our risk, auditing, accounting, and customer remediation activities; 
  • processing premiums and payments, managing debt recovery, dispute resolution, and complaints; 
  • enhancing the efficiency and resilience of our business operations; 
  • calculating and reporting commissions accurately; and
  • facilitating commercial transactions, including merger, sale of all or a portion of our assets, joint venture, and establishing relationship with business partners.
Managing fraud, (cyber) security, and financial crime risk
  • detect, investigate, and prevent fraudulent, unauthorised or illegal activities;
  • perform due diligence and background checks, such as fraud, trade sanctions screening, credit and anti-money laundering checks;
  • manage our risk and comply with legal and regulatory requirements;
  • verify information and improve data quality through internal and external data matching, including acquiring external data sets, databases, or purchased lists; and
  • maintain the (cyber) security of our services and online platforms.
Complying with our legal and regulatory obligations
  • fulfill our legal, regulatory, and contractual obligations and enforce contractual rights;
  • shareholder relationship management;
  • conduct internal and regulatory reporting to comply with financial regulations and reporting requirements;
  • engage with suppliers, service providers, vendors, distributors, professional advisors, and other third parties that provide services to us;
  • manage interactions with regulators, external auditors, law enforcement agencies, and government or statutory bodies; and
  • ensure compliance with applicable legislation, regulations, and industry codes.

Certain laws authorise or require us to collect, use and disclose your personal information. These laws include:
Anti-Money Laundering and Counter-Terrorism Financing Act 2006, Autonomous Sanctions Act 2011, Corporations Act 2001, Australian Securities and Investments Commission Act 2001, Personal Property Securities Act 2009.
Investor relations

Managing investor and shareholder relations.
Research and analytics

We may also use your information to:

  • conduct customer and market research to gain insights into trends, preferences, and brand
  • perceptions;
  • analyse customer behaviour and preferences;
  • evaluate the effectiveness of marketing campaigns;
  • perform data analytics for research, statistical, actuarial, and prudential purposes;
  • improve our existing products and develop new ones;
  • improve our digital platforms and user experience;
  • run promotions, loyalty programs, and events; and
  • invite feedback and participation in surveys.
Business development and training Identify and contact individuals and entities who may wish to do business with us.
Algorithms, automated decisions and AI  Occasionally, we (or our Business Partners) may use personal information in artificial intelligence (AI) tools to enhance the quality and responsiveness of our services and products, prevent fraud, and enhance the security of our systems and platforms.

For instance, we may ingest personal information to such tools in order to automatically summarise, transcribe, or analyse interactions you have with us, such as phone calls or online chats. These models are designed to support the quality and responsiveness of our customer service efforts.

To ensure we meet privacy and ethical standards, we conduct a Privacy and Ethics Impact Assessments whenever we (or our Business Partners) use personal information in an AI tool.

Unless we have specifically informed you, or obtained your consent, we don’t use AI tools to make determinations regarding your eligibility for a product or the outcome of a claim.

We don’t use sensitive personal information in AI tools unless we have specifically informed you or obtained your consent. You can visit the  Allianz Group website to see our approach to data ethics and responsible AI .

Website and other data tracking

We may collect and use digital information to enhance your experience and improve our services and provide you with a personalised customer experience. Digital information helps us understand how you interact with our platforms and allows us to tailor our services to better meet your needs, to detect and prevent suspicious activities, and Internal enhance the security of our systems. You can manage your privacy settings and control the data we collect through your device settings.

We may collect information about your visit to our website to assist us to measure and improve our website. Examples of information we collect include: date and time of your visit, whether you have previously visited our website, or if you used a search engine to find us and some geographical information about what country and state you’re in.

We use website analytics tools to collect visitor information so we can better understand how to improve our products and services for you. These tools use interaction tracking technology in the form of small information files that are placed on a website visitor’s device through their browser when they visit a website. These files may be referred to as ‘cookies’, ‘pixels’, ‘widgets’ or ‘scripts’. For information on turning off these files, go to the privacy settings section within your browser.

In addition to these files, website analytics tools use other data collection methods such as appending query strings to an image request. We store website analytics data securely and don’t share it with third parties. We also use third party tracking tools, for example, Google Ads. These tools enable us to display tailored advertising to you on different websites across the internet based on your prior visits to our website. We do not collect any identifiable information about you through this process. We also use other external companies for the following purposes:

  • for web hosting services for this website; and
  • to gather non-personal information (using tracking tools) in order to evaluate the website’s effectiveness, for example online marketing activities.

Direct marketing

On occasion, we may advise you about products, services, and information that may be relevant and of interest to you. We don’t use or disclose sensitive information for the purposes of direct marketing.

We sometimes conduct customer and market research to gain insights into trends, preferences, and brand perceptions. This helps us improve existing products and services and be responsive to customer needs.

Depending on your marketing preferences, you may be contacted by mail, telephone, email, SMS or other electronic means, such as through social media or targeted advertising.

If you don’t want to receive these offers from us, including product or service offerings from us on behalf of distributors, contact us or opt-out using the link included on all marketing messages we send you

Who we disclose personal information to?

We may disclose your personal information to others for the purposes specified in the section above. This may include disclosure to:

  • your nominated representatives that act on your behalf such as your broker, legal
    or financial advisor;
  •  your co-insured to confirm full disclosure has been made to us;
  •  third parties who you have asked to provide your personal information to us such as your employer, medical and allied health professionals; 
  • our distributors, including intermediaries, agents, strategic partners, as well as parties with whom we have an insurance scheme in place under which you purchased your policy, such as a financier or motor vehicle manufacturer or dealership;
  • Claims Service Providers who are involved in assessing, investigating, processing or settling claims on Allianz Australia’s behalf such as loss adjustors, assessors, repairers, medical and allied health professionals, professional experts, case managers and rehabilitation consultants;
  • our Business Partners, including our professional advisers (including legal, actuary and accounting advisers), service providers, and (re)insurers; claimants, third party beneficiaries, witnesses, 
  • complainants, and other parties involved in an insurance event;
  • our related entities, affiliates, including, overseas subsidiaries of our ultimate holding company, Allianz SE, which provide certain services to us;
  • government agencies, law enforcement, external dispute resolution, statutory, regulatory or enforcement bodies and agencies, including Insurance Council Australia;
  • external data collection and verification agencies; and
  • parties we may enter into or plan to enter into strategic partnerships, mergers, divestment, joint ventures. 

We won’t disclose your sensitive information for any other purposes other than the purpose for which it was collected unless the disclosure is directly related to the secondary purpose, you consent to it, or we’re required or permitted by law to disclose that sensitive information. 

 

Disclosure to overseas recipients

In some instances, your personal information may be disclosed to and stored by companies in the Allianz Group and our Business Partners (including providers of our virtual online assistant and any online chat function) that may be located overseas. The countries in which these recipients may be located will vary depending on the services and products we provide to you. They may change from time to time but could include without limitation Germany, France, United Kingdom, Romania, Singapore, Hong Kong, Malaysia, Thailand, India, Philippines, New Zealand, Brazil, Canada, and United States of America. 

Protecting your information

We take reasonable steps to ensure the security of our systems and to protect personal information from misuse, interference and loss as well as unauthorised access, modification or disclosure. 

Key measures we implement in protecting your information include:

User access controls, encryption, firewalls: Implementing technical safeguards to prevent unauthorised access to systems and data.

Internal procedures and systems: Internal standards and procedures that control how personal information is stored, accessed, and disclosed, including conducting Privacy and Ethics Impact Assessments and ongoing privacy awareness training. 

Secure buildings and systems: Restricted access to systems and buildings to only those employees, contractors, and agents who need it to fulfill their duties with strict confidentiality obligations.

If you would like to let us know of security concerns, you can contact us at 13 1000 or  send us an email.

We may hold your personal information in a number of ways, including:

  • in our secure 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 (used for training and verification purposes).

Where it has been collected from our or your agent, or our service providers, they may also hold copies of your personal information.

We may combine personal information we receive about you with other information we hold about you. This includes information received from third parties and information collected for different products and services.

Your privacy rights

Access: You have the right to request access to personal information that we hold about you. Any privacy access request that you make is limited to personal information about you. We will typically deal with your request to access your personal information within 30 days.

Your access to your personal information is subject to some exceptions under the Australian Privacy Principles. Some of these exceptions include circumstances where we reasonably believe that access would have an unreasonable impact on the privacy of others, the information is protected by law, release of the information would be prejudicial to us in relation to a dispute or complaint; the information is commercially sensitive.

If we can’t give you access to information, we will tell you why in writing or we will redact the information we cannot give you. 

We will need to verify your identity before we can provide you with access to information that we hold about you. There is generally no fee for lodging a privacy access request but sometimes we may charge you an administrative fee to recover our costs for actioning your request. We will let you know before we do so. 

Correction: You have the right to request that we correct personal information that we hold about you if you think it is inaccurate or incomplete. We will need to verify your Internal Identity and accuracy of the information provided before making any changes to the personal information we hold.

Opt out: You may opt-out of receiving communications from us when you interact with us or by clicking ‘unsubscribe’ in the footer of any marketing or promotional email.

Raising concerns: If you think we have not handled your personal information correctly or in accordance with the law please contact us using any of the following channels: 

Contact information

Online

Submit your query through our dispute resolution team or the agent that arranged the insurance cover for you if you wish to exercise your privacy rights.

Phone

Alternatively, call 13 1000 to speak to our team within the following hours:

Monday to Friday, 8 AM to 9 PM AEDT
Saturday and Sunday, 8 AM to 5 PM AEDT

Postal address

Allianz Australia Limited
GPO Box 4049 Sydney NSW 2001

Upon receipt of your complaint, our team will:

  • Acknowledge your complaint
  • Keep you informed on the status of your complaint
  • Try to reach a resolution

Making a complaint

If you believe that we haven’t met our privacy obligations in our handling of your personal information, you can contact us.

If you’re unhappy with the resolution of your request or with the way that Allianz has handled your information, you may refer the matter to the Office of the Australian Information Commissioner.

Changes to this Privacy Policy

We may change this Privacy Policy from time to time for any reason. We will publish any changes on this page.

1 Allianz Australia Claim Services Pty Limited (ABN 75 004 133 046), Allianz Australia General Insurance Pty Limited (ABN 99 003 719 319), CIC Allianz Insurance Limited (ABN 56 094 802 801), Allianz Australia Workers’ Compensation (NSW) Limited (ABN 17 003 087 545), Allianz Australia Workers’ Compensation (Victoria) Limited (ABN 98 059 835 791) and Allianz South Australia Insurance Limited (ABN 14 007 872 602).

2 For example Home and Content, Car Insurance, Caravan, Trailer and Boat Insurance, Business Insurance Products, Compulsory Third Party (CTP), Workers' Compensation, Accident and Health.

 

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Allianz acknowledges Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands on which we live and work across Australia. We pay our respect to First Nations Elders past and present.

Any advice here does not take into account your individual objectives, financial situation or needs. Terms, conditions, limits, and exclusions apply. Before making a decision about this insurance, consider the relevant Product Disclosure Statement (PDS)/Policy Wording and Supplementary PDS (if applicable). Where applicable, the PDS/Policy Wording, Supplementary PDS and Target Market Determination (TMD) for this insurance are available on this website. We do not provide any form of advice if you call us to enquire about or purchase a product.

Allianz Australia Insurance Limited ABN 15 000 122 850 AFS Licence No. 234708 is the insurer of any general insurance products offered, and Allianz Australia Life Insurance Limited ABN 27 076 033 782 AFS Licence No. 296559 is the insurer of any life insurance products offered. Each entity is responsible for any statements and representations made about its products, on this website.