Privacy Policy

We are bound by the Privacy Act 1988 (Cth) (‘Privacy Act’) and its Australian Privacy Principles (‘APPs’). This privacy policy sets out how and why we collect, hold, use and disclose your personal information. Personal information is any information or an opinion about an identified individual or an individual who can be reasonably identified from the information or opinion. Information or an opinion may be personal information regardless of whether it is true.

Application of this privacy policy

In dealing with us, you agree to us collecting, holding, using, disclosing and otherwise handling your personal information as set out in this privacy policy. This privacy policy may apply to you even if you are not our customer e.g., if you are a witness to an accident involving our insured or make a claim under a policy we insure which is held by another party.

You do not have to provide us with your personal information. However, if you do not provide us with the information we request, we may not be able to assist you or provide you with our products or services.

What personal information do we collect?

We collect personal information necessary for us to provide you with the assistance, products and/or services you have requested or to manage the claims made by you or against you. Such personal information includes your name, address and other contact details, age, gender, occupation, insurance profile, driving record and details of insurance policies you hold.

We also collect personal information from applicants and employees including any information required for the purposes of your recruitment, hiring or employment.

In some circumstances (such as when you take out specific insurance policies with us), we may need to collect additional personal information from you or collect personal information from you in a way which is not described in this policy. Where this is the case, we will provide you with a Product Disclosure Statement which details the personal information we will collect from you and how we will use, hold and disclose that personal information.

We may also collect personal information and other data using cookies, including by our use of Google Analytics or any other analytics software. These cookies allow us to collect information regarding your use of certain websites and applications that we offer to identify potential improvements to the function and performance of such websites and applications, and for other purposes including determining the cost of premiums. For more information on how Google Analytics
collects and processes your data (including details of how to control the information that is shared with Google), please see https://policies.google.com/privacy/partners.

We may also collect sensitive information, as defined in the Privacy Act. We will only collect, hold, use or disclose sensitive information about you for the purposes noted in this privacy policy, with your consent or if required by law and if the information is necessary for the purposes of your employment, or to provide you with cover or process a claim under any of our products or services. This might include information relating to a person’s vulnerability, health information or past criminal convictions.

How do we collect personal information?

We collect your personal information in various ways, such as over the phone, via written correspondence, in one of our offices, or over the internet if you transact with us online or via one of our partners.

Whenever possible, we collect your personal information directly from you. However, we may collect personal information about you from someone else. For example, from our distributors, intermediaries and partners (if you apply for, receive or acquire one of our products or services via them), other insurers, medical practitioners, assessors, repairers, recruitment agencies, your employer, another party involved in a claim or your family members.

Please note that our intermediaries may (but only with your consent) obtain a credit report about you from a credit agency for the purpose of a loan application assessment or to obtain financial details from your accountant and may provide a copy of this report to us.

Irrespective of the source, we respect and value your personal information and will deal with it in the manner set out in this privacy policy.

We may also request for you to provide us with personal information about someone else, such as a co-insured person or a witness to an accident that is the subject of a claim. Before providing us with such information you must tell the person that you will be providing personal information about them to us and that their information will be handled in accordance with this privacy policy. You must also provide them with a copy of (or refer them to where they can obtain a copy of) this privacy policy. If you provide us with personal information of another person, you warrant that you have that person’s consent to do so.

How do we use your personal information?

We collect your personal information for the purposes for which it was provided to us, other related purposes or as authorised or required by law. Such purposes include:

• communicating with you, providing you with the assistance, products and/or services you have requested and processing any payments;
• setting premiums appropriately and compiling statistics;
• managing, assessing and paying claims;
• identifying and communicating with third parties in relation to claims;
• conducting market research to better understand the needs of our customers;
• providing you with marketing material and providing with marketing material of our intermediaries that we believe you may be interested in (if you have consented to receiving such);
• keeping you informed of special offers, new products or services of ours;
• managing recruitment and employment; and
• any other purposes specified at the time of collecting your personal information.

We will only use your sensitive information for the purposes for which it was initially collected, the purposes listed in this privacy policy, other directly-related purposes or purposes to which you otherwise consent.

If you do not wish to receive marketing material from us, you can unsubscribe at any time by following the instructions on any marketing material you receive.

How do we disclose your personal information?

Where appropriate, we may disclose your personal information to any third parties who provide services to us or on our behalf for purposes such as processing a claim, validating and confirming information, administering policies and where customer research is conducted and/or such other purposes as noted below. The types of entities to which and the purposes for which we may disclose your personal information include:

• related entities (for management of your policy or if they take over any of our functions or activities as a result of a restructure or otherwise);
• other insurance companies and re-insurers (for example, to confirm your insurance profile);
• our distributors, including intermediaries, agents or partners which may include the Toyota network and/or any representative we have appointed to provide or facilitate the provision of our or their services to you;
• our third party technology and other service providers (such as our mailing house or our lawyers);
• your employer;
• claims/loss assessors, loss adjustors, investigators and recovery agents (for example when a claim requires assessment or investigation);
• repairers, suppliers, medical practitioners, rehabilitation providers and case managers;
• insurance reference bureaus, data collection and verification agencies and consumer research organisations;
• regulatory authorities and industry bodies (e.g., the Australian Financial Complaints Authority (‘AFCA’) (this is an external dispute resolution scheme);
• a guarantor noted on a finance contract and finance companies (such as Toyota Finance); and
• government authorities, law enforcement agencies and credit enforcement bodies and agencies (if permitted or required by law); and
• other third parties we engage to complete pre-employment checks or checks as otherwise required throughout the duration of your employment.

Some of the entities listed above are located in countries outside of Australia (such as Japan).

We will only disclose your sensitive information (such as health information or criminal record) for the purposes for which it was initially collected, the purposes set out in this policy and/or other directly-related purposes, as permitted by law or purposes to which you otherwise consent.

Security of your personal information

We take reasonable steps to protect your personal information against loss, misuse, interference and unauthorised access, alteration or disclosure. For example, access to the personal information that we store on our systems is subject to the use of secure passwords and identifiers. We also implement reasonable physical security measures.

However, no security measure is completely secure and, despite the procedures we have put in place, we cannot guarantee the security of your personal information (particularly in relation to transmissions over the internet). Any information which you transmit to us is transmitted at your own risk. You must also make sure you protect your personal information, for example by protecting your usernames, passwords and policy details. You should notify us as soon as you become aware of any such security breaches.

We may store your personal information with third parties who utilise data storage centres outside of Australia. We will have contractual agreements in place with such parties to protect your personal information from unauthorised access or disclosure.

We take reasonable steps to ensure the personal information we collect and hold is accurate, complete and up-to-date. However, we rely on you to advise us about any changes to your personal information to help us maintain accurate, complete and up-to-date information. Please let us know if you think any information we hold about you is not accurate, complete or up-to-date.

You may access or request correction of personal information that we hold about you by contacting us. Our contact details are set out below.

There are some circumstances in which we are not required to give you access to your personal information, and in such circumstances we will notify you of the basis for any denial to access your information.

There is no charge for requesting access to your personal information, but we may require you to meet our reasonable costs in providing you with access (such as photocopying costs or costs for time spent on collating large amounts of material).

If you believe we may have compromised your privacy or breached the Privacy Act or its privacy principles, you should contact us. Our contact details are set out below.

You will need to provide us with details of your complaint and any supporting evidence and/or information.

We will investigate your complaint and determine the steps we will undertake to resolve your complaint and will contact you if we require any additional information from you. We will notify you of the outcome of this investigation and any subsequent investigation.

If you remain unsatisfied with the way in which we have handled your complaint, you may choose to refer your complaint to the Office of the Australian Information Commissioner (‘OAIC’) (www.oaic.gov.au) for guidance on alternative courses of action that may be available.

We may make changes to our privacy policy or any part of it from time to time. Please review this privacy policy periodically for changes. Any changes to our privacy policy will be published on our website here.

Your continued use of our website, products or services, requesting our assistance, applying for or renewing of any of our products and/or services or the providing of further personal or sensitive information to us after our privacy policy has been revised constitutes your acceptance of the revised privacy policy.

Last updated February 2026.