Privacy Policy

Your privacy is of paramount importance to us and we are committed to the transparent and responsible collection, storage and handling of your personal information. Our Privacy Policy describes the personal information we collect about you and how we use and protect it.

Effective from 1 April 2024, this policy replaces earlier versions that we may have given to you. We suggest that you read through it before deciding whether to arrange your insurance with us. Our privacy policy may change periodically. Any change will be immediately posted on our website, so we recommend that you check it from time to time. Whenever using our website, you should read the Privacy Policy together with our Terms of Use.

This notice is from TrueCover Pty Ltd (ABN 59 653 908 635) and related entities (“we”, “us” or “our”). We adhere to the Privacy Act 1988 and are committed to complying with the act’s Australian Privacy Principles (“APPs”). Under the APPs, we are required to have clearly expressed policies on our management of personal information. “Personal information” is defined in the Privacy Act.

By applying for or purchasing a policy from us, lodging a claim or otherwise using our services where your personal information is shared with us, you consent to the collection, use, disclosure, storage, and processing of your personal information as described in this Privacy Policy. In addition to you, this Privacy Policy applies to insured drivers on your policy or application about whom you give us personal information, other persons who have cover under a policy, and persons who claim against a driver with cover under a policy. We may collect, use, disclose, store, and process the personal information of those persons like we do your personal information.

By providing personal information to us about insured drivers, you are representing that you are authorised by them to do so. You also represent that you have informed the insured drivers, and any other person whom you authorise to use your vehicle, of the terms of our Privacy Policy and they have consented to them.

Information We Collect

We will collect personal information from you and other individuals that is relevant to providing you our products and services. The personal information we collect and hold about you and other individuals connected to your policy may include:

name, date of birth and sex;
postal address, phone number and email;
insurance underwriting information such as your claims history, how your vehicle is used and your insurance history;
roadside assistance data;
payment details ;
information from use of our website, mobile app or cookies, such as your IP address, location and time of visit;
personal information which is required during the lifecycle of that product or service or to comply with the law;
any other information you provide us.

We may also collect other sensitive personal information, such as criminal records, health information, hardship information and occupational information, where this information is relevant to underwriting your insurance policy, assessing a claim, delivering our products or services, or complying with the law.

Where possible, you may interact with us anonymously, such as when visiting our website. It is your choice to provide the personal information we reasonably request. If you do not provide us with the personal information we require, we may not be able to offer or allow you to continue to hold a product or service with us, or we may not be able to process a claim. Your identity is a relevant factor in our decision to offer you insurance and the terms of the cover.

How We Collect Your Personal Information

TrueCover collects information about you in a variety of ways. We collect personal information from you directly, such as via calls to our contact centre, forms on our website, emails, hard copy forms, in person, surveys and digital apps. We also collect personal information through third party service providers and partners.

We may collect your personal information from:

our related entities, suppliers, lawyers, IT providers, advisors, distributors, authorised representatives and affiliates;
other listed drivers noted on the policy or persons appointed to manage your affairs under power of attorney or anyone else you’ve authorised to deal with us on your behalf;
the insurer of your policy;
claim service providers appointed by the insurer, such as towing, repairer, assessor and recovery providers;
other parties associated with a claim, such as police, witnesses; other vehicle drivers; lenders with an interest in the vehicle; other insurers and industry claim reference bureaus;
government departments, regulatory bodies and AFCA (Australian Financial Complaints Authority) or any other independent dispute resolution body;
publicly available sources, including social media and other digital networks;
our data and analytics partners, marketing partners, loyalty program partners and other similar organisations;

If you intend to provide personal information to us about another person, we rely on you to have their consent and provide them with a copy of this privacy policy or direct them to this webpage. If you have not done and will not do so, you must tell us before you provide the relevant personal information.

TrueCover and its partners may collect personal information of visitors to our digital platforms through cookies and other digital technologies.

Periodically, we may invite you to participate in a competition or customer survey. Participation in those competitions or surveys is voluntary and you have the choice whether to disclose the personal information we request.

How We Use Your Personal Information

We will use your personal information for the purposes we collected it, for related purposes and for relevant purposes permitted under Australian law. These purposes include:

managing your enquiries about a product, service or claim;
assessing your application for a product or service;
maintaining and administering our products and services, including administrative operations (such as processing payments and confirming your identity);
to communicate with you, including by email, post, SMS or telephone;
pricing an insurance policy;
supporting the handling of claims;
training; quality control and evidentiary purposes;
receiving and responding to complaints and disputes;
where permitted by law, communicating with you about our promotional offers, news, loyalty programs or market research, or those of a third-party (you can unsubscribe you from these communications at any time by contacting us or through the link in the relevant communication);
assessing your application to work, consult or contract for us;
internal training, quality assurance and auditing;
improving our products, services and business operations, including data analytics and research;
responding to court orders, subpoenas or regulatory requests, as required by law;
any other purposes communicated to you at the time we collect your personal information or otherwise as permitted under Australian law.

We may combine personal information we hold about you with other personal information we collect about you. Third party marketing partners may combine the personal information we disclose to them with information they already hold about you, to provide you with more relevant advertising about our products and services. Our marketing partners are prohibited from using your personal information for purposes other than those for which it is supplied.

Sharing and Disclosing Your Personal Information

We may share your personal information for the purposes for which we have collected it, for related permitted purposes, purposes you consent to or where required or authorised under Australian law. We do not sell, rent or trade your personal information.

Disclosures of your personal information include those we judge as required. We may disclose your personal information:

to people listed on your policy; with authority to act on your policy or with power of attorney;
to a statutory, regulatory or governmental body;
where the third party has an interest in the policy, such as a financier or affiliate;
when you have consented us to;
in accordance with this privacy policy;
to minimise fraud;
to external IT and software suppliers;
to a third party involved in handling insurance claims;
to otherwise deliver products and services to you;
as required by a court order or legal process;
for marketing, analytics, research, security and planning purposes;
for all other reasonable purposes or otherwise permitted under Australian law.

Related and unrelated third parties who we disclose your personal information to are required to keep the information secure and confidential and only use it for the same purposes we are permitted to use it.

If your personal information is supplied to an organisation outside of Australia, we will take reasonable steps to ensure it is held, used or disclosed only in accordance with the Privacy Act. We may collect and share your personal information with partners and suppliers in New Zealand, South Africa and the United States of America. The agreements in place with our partners and suppliers include provisions to protect personal data from unauthorised access or disclosure. If we need to disclose your personal information to organisations in other countries, we will always handle your personal information in accordance with privacy laws.

Collection of Information on Our Website

TrueCover and its partners collect information, which may include personal information about you, from or about the electronic devices on which you install or access our products or services such as our online customer portal. This collection depends on the permissions you’ve granted and is in accordance with Australian law.

The collection of information may be through cookies. A cookie is a message given to a web browser by a web server which is then stored by the browser in a small text file. It collects anonymous web traffic information. We may also use other web technologies to track electronic communications we send you. We may also disclose certain information that we collect from cookies or other digital technologies with third parties. Many internet browsers automatically accept cookies, although you may choose whether to accept cookies via your internet settings. You can also set your internet browser to prompt you to accept cookies each time one is detected. You are able to delete cookies from your browser at any time.

We may link the information we collect from your different electronic devices, to enhance your online experience and improve the products and services we offer. We may also use the information we collect to analyse website performance information, help deliver our products and services, analyse potential security issues, know when you’ve received a communication and to otherwise manage our IT assets.

Marketing

We may collect, hold, use and disclose your personal information to send you marketing communications about news, special offers, our product and services and the products and services of our business partners that you may be interested in. We may also use your personal information for our market research. We may do this through mail, phone, SMS, social media, email, app notifications and advertising through our apps, websites or third-party websites. We do not sell your personal information to other organisations for the purpose of direct marketing.

To carry out our marketing, we collect your personal information from and disclose it to third party general marketing service providers that match and combine your personal information, to provide you with more relevant advertising about our products and services. Third parties are prohibited from using your personal information for purposes other than those for which it is supplied.

You can opt-out of receiving direct marketing communications by clicking on the unsubscribe link in the communication. You can also contact us at any time to opt-out. By opting out, you will still receive important service emails in relation to the products you hold with us.

Quality of Your Personal Information

We take reasonable steps to ensure that your personal information is accurate. While you hold an insurance policy with us, you are required to inform us of any changes to your personal information. You should also contact us at any time to correct your personal information or to advise us that the information we have recorded is incomplete or inaccurate.

Data Security

We are committed to keeping your personal information secure and will use all reasonable measures and processes to protect it from any loss, unlawful use, interference or unauthorised access, disclosure or modification. These measures include:

maintaining computer and network security systems and processes, such as firewalls, user access credentials and encryption;
restricting access to your personal information to our employees and service providers who performs services on our behalf (the use of the information is subject to our employee code of conduct, written supplier agreements);
physically securing our premises;
access to your personal information is limited to those who require it to fulfil their responsibilities;
we adopt generally accepted data security standards, although we are unable to guarantee information sent over the internet is always secure and your sharing of information is at your own risk;
data security training of our staff;
taking reasonable steps to destroy or de-identify any personal information that we no longer require, unless required by law to retain it for a prescribed period.

Access and Correction

You can review the personal information we hold about you at any time, subject to the exceptions detailed in the Australian Privacy Principles. Please contact us 1300 800 900 or at [email protected] to request access. We may ask you to provide personal information to verify your identity. We may charge a fee to cover our reasonable costs in providing the information. If we cannot provide you access to certain information, we will provide our reasons for denying such access.

To correct information we hold about you, send a written request explaining the desired correction. We will promptly update the incorrect information and confirm this with you or tell you why we are unable to make the requested correction.

Interaction Recording

At TrueCover, we are committed to delivering exceptional customer service. So that we continue to review and improve our service, all our assisted channels are automatically recorded for training, quality assurance and verification purposes. The recording of your interaction with TrueCover cannot be stopped by our employees at any point, however, certain pieces of information are automatically deleted from the audio recording and transcription process (see table below).

If you are not willing to have your interaction recorded, you should consider purchasing or maintaining your insurance through our website. You should be aware that we will still collect and store your personal information when generating an insurance quote or when purchasing a policy when using our website.

All recordings are stored securely and kept indefinitely in an Australian data warehouse by a third-party vendor. All recordings and associated metadata is encrypted both in transit and at rest and our vendor complies and is certified to the ISO 27018:2019 standard. The recordings can only be accessed by a limited number of authorised staff via role specific user access controls and must only be used for the purposes outlined above.

As a customer, you have the right to request the recordings of the interactions that you have participated in. Requests for recordings must be made in writing to the Privacy Officer via email to [email protected]. A small administration fee may be payable to cover the cost of securely sending these interactions to you. Please note, all parties who participated in the interaction must consent to the retrieval and forwarding of recordings prior to them being sent except where TrueCover is legally obligated to respond to inquiries or requests from government authorities or legal process in Australia.

Please see the below table for what is recorded through our various customer connection channels:

Channel	What is recorded	What is not recorded
Phone Calls to and from TrueCover	Audio recording of all parties on the call including any personal information given with limited exceptions. A system generated transcript of the audio. The phone number you have called from (Caller ID). All active lines are recorded, this includes when you as the customer are on hold.	Credit Card information including the Card Number, Expiry Date and CVC / CVV (audio and transcripts). Any audio prior to connecting to an agent and after disconnection from TrueCover. Any video from your phone or phone call capable device.
Video Calls via our website	Audio recording of all parties on the call including any personal information given with limited exceptions. A system generated transcript of the audio. All active lines are recorded, this includes when you as the customer are on hold.	The video images of the caller, the TrueCover agent or any other party on the call. Credit Card information including the Card number, Expiry Date and CVC / CVV (audio and transcripts). Any video or audio prior to connecting to an agent and after disconnection from TrueCover.
WebChat	A transcript of the text conversation with limited exceptions.	Credit Card information including the Card Number, Expiry Date and CVC / CVV (audio and transcripts). Any information from your device prior to connecting to an agent and after disconnection from TrueCover.

For more information about your rights, please see the following legislation:

For state-based legislation, please refer to your relevant local authority.

Contact Us

If you have any questions, suggestions or complaints about our privacy practices or this privacy policy, please contact us on 1300 800 900 or send an email to [email protected]. Based on the nature of your enquiry, we may ask that you submit your request in writing. We will respond to your enquiry or complaint as soon as possible.

If you are not satisfied with our response you can contact our Privacy Officer and request that our decision be reviewed by a senior staff member, who will then endeavour to resolve your dispute within 30 days.

If you are still not satisfied with our decision, we will tell you about the options you may have. These may include referring your complaint to a recognised external dispute resolution scheme of which we are a member or to the Office of the Australian Information Commissioner (OAIC).

You can obtain further information on privacy issues in Australia by visiting the OAIC website at oaic.gov.au. You can also contact the OAIC directly by email at [email protected] or by phone on 1300 363 992.