Download Hollard's Privacy Policy.
Our commitment
Your privacy is important to Hollard1. We are committed to protecting your Personal Information in line with our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles.
This Privacy Policy explains how we handle your Personal Information.
What kinds of Personal Information do we collect?
How we collect your Personal Information
Using your Personal Information
Disclosure of your Personal Information
Cookies and collection through our website
Security of your Personal Information
How to contact us about privacy
Changes to this Privacy Policy
What is Personal Information?
Personal Information is any information or an opinion about an identified individual, or an individual who is reasonably identifiable, whether true or not and regardless of the form it is held in.
What kinds of Personal Information do we collect and hold?
The kinds of Personal Information we collect and hold depends on the nature of our interactions and relationship with you, and can include:
- Registering for an account with us:
- Personal details (name, contact details, date of birth, gender)
- Payment details
- Applying for or purchasing our products or services:
- As above, and
- Proof of identity (e.g., driver’s license)
- Specific product information (e.g., car registration for car insurance)
- Applying for a job with us:
- Personal details (name, contact details, date of birth, gender)
- Education and employment history
- Resume and references
- Background and police checks
- Financial details (e.g., tax file number, superannuation account, bank account details).
We may collect other types of Personal Information and will notify you at the time of collection.
Sometimes we may need to collect sensitive information from you. This may include information about your health or criminal record. We will only collect sensitive information where it is relevant to underwriting an insurance policy or dealing with, managing, or processing a claim, or as part of our pre-employment screening. If we do need to collect sensitive information about you, we will only do so with your consent or where we are required to do so by law.
When you visit our websites or use our online services, we may collect information about your device or usage activity. This information is generally collected on an anonymised basis and includes:
- referring URL
- IP address
- time and date of visit
- browser used
- country, state, or province
- pages viewed
- search terms entered
How do we collect and hold your Personal Information?
We collect your Personal Information in person, in writing, over the telephone, through our online services (including any virtual online assistant and any online chat functions), and/or by email and messaging.
We will endeavour to collect your Personal Information directly from you. In some circumstances, we may also collect it from:
- your agents or representatives: e.g., insurance brokers, legal advisors, or family members who are authorised or are applying for a policy that covers you
- a co-insured on your policy: Anyone listed on your policy (e.g. joint policyholder)
- third parties: e.g., referees, or financiers with an interest in your insured property
- our distributors and agents: e.g., authorised representatives, distributors or referrers
- third-party service providers (including overseas providers)
- other insurers and reinsurers
- people who are involved in a claim or assist us in assessing, investigating, processing or settling claims, including another party involved in the claim or third parties claiming under your policy, witnesses, professional experts, medical service providers, or your employer
- statutory authorities, government departments or external dispute resolution bodies: e.g., law enforcement or the Australian Financial Complaints Authority
- industry databases: e.g., Insurance Fraud Bureau of Australia
- recruitment agencies and service providers: e.g., background or police checks, LinkedIn, other third parties you have authorised to deal with us, and from referees you have given us permission to contact
- marketing organisations: including clubs, associations and loyalty or rewards programs
- publicly available sources such as the internet, social media, telephone directories and the general public
- data partners, analytic consultants and other similar organisations
- agents or subcontractors of any of the above third parties
- any other organisation or person where you have consented to them providing your Personal Information to us or consented to us obtaining your Personal Information from them.
Interactive tools on our websites: If you use interactive tools on our websites, we generally do not collect your Personal Information unless the tool allows you to save and recover information later. In such cases, your Personal Information may be retained on our systems for online quoting and follow-up purposes.
Providing information about others: Before giving us Personal Information about another individual, you must have their consent and inform them that you will be providing their information to us and how to access our Privacy Policy.
We generally hold your Personal Information within computer systems either maintained by us, our related parties or third-party providers. We may also hold your Personal Information in hard copy form in a third-party facility. Refer to Security of your Personal Information for further information.
Using your Personal Information
We collect, hold and use your Personal Information to provide, offer, and administer our products and services, as well as to run our business. Here are the main purposes:
- responding to enquiries: Assisting you with any questions or requests
- providing and administering products and services: This includes processing quotes, insurance applications, underwriting and pricing policies, issuing, renewing, or amending policies, managing, assessing and settling claims, processing payments, processing third party authority arrangements and seeking recoveries
- maintaining policies: Administering your policy
- business interactions: Working with business partners, agents, and third-party service providers
- handling complaints and enquiries: Addressing any issues or questions you may have
- business operations: Managing administrative tasks, business reporting, IT services, modelling, analysis, accounting, risk management, recruitment, record keeping, and organising corporate events
- quality assurance and training: Conducting audits and training staff
- improving services: Enhancing our products, services, customer service practices, and internal processes
- marketing: Providing information about other products and services (ours or third parties)
- events or competitions: Conducting events or competitions
- surveys: Contacting you for feedback or conducting market research
- statistical information: Collecting general statistical data using technologies like cookies
- fraud prevention: To prevent, detect and investigate fraud
- legal compliance: Complying with laws, codes (like the General Insurance Code of Practice), and requests from courts, government departments, law enforcement agencies, and regulators (e.g., APRA and ASIC)
- other notified purposes: Any other purposes notified to you via a privacy collection notice at the time of collection
- employment applications: Considering your job applications and managing recruitment processes. If not successful, we may retain your information for future opportunities.
Sensitive information: We will only use or disclose your sensitive information with your consent.
Disclosure of your Personal Information
We may share your Personal Information with:
- your agents or representatives: e.g., Insurance brokers, legal advisors, or family members who are authorised or are applying for a policy that covers you
- a co-insured on your policy: Anyone listed on your policy
- between companies in the Hollard Group2
- our distributors and agents: e.g., authorised representatives, distributors or referrers
- third-party service providers: Recovery agents, media publishers, lawyers, suppliers, mailing houses, marketing agencies, market researchers, IT experts and infrastructure providers, analytics service providers, physical and electronic storage providers and payment service providers and professional advisers and consultants (including accountants, lawyers, auditors). This may include our overseas providers
- agents and contractors of any of the above third parties
- other insurers, reinsurers, insurance intermediaries
- people who are involved in a claim or assist us in assessing, investigating, processing or settling claims, including another party involved in the claim, loss adjustors, assessors, repairers, suppliers, investigators, recovery agents, professional experts, medical service providers, or your employer
- statutory authorities, government departments, industry bodies or external dispute resolution bodies: e.g., Law enforcement, courts, regulators or complaint and dispute resolution bodies (e.g., the Australian Financial Complaints Authority)
- recruitment agencies and service providers: e.g., background or police checks, LinkedIn, or referees (given you’ve consented to contact)
- fraud detection and prevention providers: To prevent, detect and investigate fraud
- potential acquirers: If a third party considers acquiring an interest in us
- other parties: As set out in our privacy collection notice or where you have provided consent
- legal requirements: Any other parties as required by law.
Overseas disclosure
In some instances, your Personal Information may be disclosed to and stored by companies that may be located overseas. This may include companies in the Hollard Group2, or distributors, agents and third-party service providers.
These organisations are commonly located in New Zealand, Germany, Singapore, United States of America, South Africa, Sweden, United Kingdom, China, India, Hong Kong, Japan, Netherlands, Canada, Fiji and Philippines.
When we disclose your Personal Information overseas, we take reasonable steps to ensure that appropriate protections are in place for handling your Personal Information.
Direct marketing
We may use and share your Personal Information to inform you about events, products, or services that might interest you. This could involve sharing your Personal Information with other entities we have commercial relationships with, such as distributors, referrers, agents, business partners, affiliates, and potential new insurers.
If you prefer not to receive such communications, you can opt-out using the mechanism provided in the marketing communication.
Cookies and collection through our website
When you visit our websites or use our online services, we typically place a “cookie” in your web browser’s memory. A cookie is a small text file stored by your browser that contains information about your visit. Each time your browser requests a page from the server, this message is sent back, allowing your computer’s IP address to be identified.
Our websites and online services may use persistent cookies to:
- authenticate you as a user, and/or
- display relevant content specific to you.
We may use the information provided by cookies and IP addresses to analyse trends, administer the site, or for research and marketing purposes to help us improve our product and service offerings. The website or service may not function properly if cookies are disabled.
We may use cookies that collect anonymous traffic data.
Third-party cookies: You may receive cookies from our advertisers, which we cannot pre-screen. You can set your browser to notify you before receiving a cookie, giving you the option to accept it, or to turn off cookies entirely.
Online forms: We may collect your information through online forms, some of which are provided by third parties. These third parties may have access to your Personal Information but will only share it with us according to their Privacy Policy.
Security of your Personal Information
We take reasonable steps to protect your Personal Information from misuse, interference, loss and from unauthorised access, modification, or disclosure. These steps include:
- physically securing our premises
- maintaining computer and network security (e.g., user IDs and passwords)
- restricting access to authorised employees and service providers on a ‘need to know’ basis
- entering into confidentiality agreements with employees and third parties
- providing appropriate staff training
- retaining your Personal Information only as long as reasonably necessary unless required by law or contract to retain it longer
- taking steps to destroy or de-identify Personal Information no longer needed.
If you have an online account with us, you are responsible for keeping your login credentials confidential.
Access and correction
You have the right to request:
- access to the Personal Information we hold about you, subject to legal restrictions or exemptions
- correction of any inaccurate, outdated, or incomplete Personal Information.
To request access or correction, contact us.
We will provide access in the manner you request if it is reasonable and practicable to do so. Where we are unable to do so, we will provide the reasons in writing and the mechanisms available to lodge a complaint.
How to make a complaint
If you have a complaint about how we have handled your Personal Information, or any other aspect relating to privacy, you can lodge a complaint using our contact details below.
We will:
- treat your privacy complaint seriously
- deal with it promptly and confidentially, and
- ensure it does not affect your existing obligations or commercial arrangements with us.
We aim to resolve complaints within 30 days.
If you are not satisfied with the resolution of your privacy complaint or the way we handled your privacy complaint, you can contact the Office of the Australian Information Commissioner (OAIC):
Phone: 1300 363 992
Website: www.oaic.gov.au
Email: enquiries@oaic.gov.au
Mail: GPO Box 5288, Sydney NSW 2001
How to contact us about privacy
If you have any questions, suggestions, or complaints about our privacy practices or this Privacy Policy, please contact the Hollard Customer Resolution Team.
Phone: 02 9253 6600
Website: www.hollard.com.au/contact
Email: privacy@hollard.com.au
Mail: Locked Bag 2010, St Leonards NSW 1590
Changes to this Privacy Policy
This Privacy Policy may change from time to time. All updates will be posted on our website.
Last Updated: December 2024
1. Hollard (“we”, “our”, “us”) refers to The Hollard Insurance Company Pty Ltd (ABN 78 090 584 473, AFSL 241436) and Hollard Insurance Partners Limited (ABN 96 067 524 216, AFSL 235030).
2. Hollard Group refers to Hollard and its related bodies corporate (as defined in s 50 of the Corporations Act 2001 (Cth)).