Privacy

Introduction

Southern Cross Travel Insurance ("we", "our" or "us") has a legal obligation to comply with the Privacy Act 1988 (Cth), as amended by the Privacy Amendment (Private Sector) Act 2000 ("Act") and the National Privacy Principles ("NPPs"), which form part of the Act. Under the Act, organisations that are in possession of an individual's 'personal information' must observe certain restrictions and standards concerning the collection, use, disclosure and security of that information.

We may collect certain personal information from you in the course of providing our services to you. We have developed this Privacy Policy to inform you about how we will collect, hold, use, and disclose personal information of our customers, how individuals can gain access to personal information held by this organisation and how an individual may complain about possible breaches of privacy.

What personal information do we gather?

The personal information that we collect generally includes: 

• your name, email address, date of birth, contact details and other personal details to set up a policy for you;
• personal information of any other person you wish to insure;
• your travel plans;
• information about your medical history and the medical history of any other person you wish to insure;
• information about your medical history and the medical history of any other person you wish to insure;
• information about the medical history of any person that results in a claim under your policy; and
• information about claims you make or wish to make under your policy

We may seek to collect personal information that is regarded as sensitive information or health information. We do so only with your consent or as authorised by law.

How do we collect personal information?

Information gathered from you

Where it is reasonable and practicable to do so we will collect your information from you directly, such as: 

• when you provide information as part of your application for travel insurance;
• when you submit a claim for benefits; and
• each time we have contact with you.

Information gathered from third parties

Other ways in which we generally collect information include: 

• in circumstances where additional health information is required we may contact your medical practitioner or other health provider;
• we may contact your medical practitioner to clarify details provided by you; and
• in circumstances where benefits claimed may be payable from another source, we may contact any persons necessary to establish eligibility of benefits for you.

If you do not provide any information requested about you, or do not consent to our collecting that information from third parties, then depending upon the type of information concerned, the consequences of our not being able to collect this information may include:

• our inability to process any application for insurance cover or claims; and
• our inability to provide any other services to you.

How personal information is held

We hold your personal information in a combination of computer storage facilities and paper-based files. We have strict information security policies and procedures in place to protect personal information held by us from misuse, loss or unauthorised access, modification or disclosure. 

How do we use personal information? 

We collect and use personal information for the following purposes: 

• to check your eligibility for insurance or check your identity;
• to process your application for services including claims;
• to provide you with services you have requested;
• to investigate and resolve complaints concerning the provision of services; and
• to comply with legislative requirements and provisions.

When do we disclose your information?

We do not disclose your information to others, except in the following cases: 

• with your consent or where it is necessary to provide you with services;
• to a medical practitioner and/or loss adjusters in the course of considering a claim;
• where required by law; and
• to our reinsurers and their agents; and
• to our worldwide assistance company

 There may be occasions when the information is used or disclosed in other circumstances which are permitted by the National Privacy Principles.

Your consent

By commencing or continuing your relationship with us, you are taken to have consented to the collection of sensitive health information by us from third parties as detailed in this Privacy Policy. 

You should note that you may withdraw this consent at any time simply by notifying us. However, depending on the circumstances, this may prevent us from being able to provide services to you. 

Access and correction

You may request access to personal information we hold about you. The type of information held generally includes the following: 

• a record of premium payments;
• history of your insurance cover;
• financial information: this includes bank account details; and
• claims history: a record of hospital, medical and or related claims.

Details of the personal information held by us can be obtained by emailing us at the address specified below.

We will acknowledge a request for access and endeavour to respond within a reasonable time. If the request is complex or comprehensive in terms of the scope of information sought, we may ask for a request to be made in writing. We may recover from you the reasonable costs of providing access to your personal information.

Where your access request may result in disclosure of personal information and, in particular sensitive information, about other individuals, the request for access must be in writing with appropriate consents or a declaration that consent has been given before the personal information is released. 

If you establish that the personal information we hold about you is not accurate, complete or up-to-date, we will take reasonable steps to correct the information. 

Please assist us to keep accurate details by informing us whenever your personal details change or whenever you become aware our records are inaccurate.

In limited circumstances, a request for access may be denied or restricted access given. We will provide reasons for denial or limitation on access and will inform you of any exceptions relied on under the Act. 

Security 

We have strict information security policies and procedures in place to protect personal information held by us from misuse, loss or unauthorised access, modification or disclosure.

Personal information may be stored in either hardcopy documents or as electronic data. Security is maintained, for example, by user identifiers and passwords to access the computer system.

We use a secure disposal system for the destruction of records containing personal information that does not need to be retained. Archived information is held securely for 7 years before secure destruction. 

Changes to the Privacy Policy

We may change our policies and update the Privacy Policy from time to time. We will publish our current Privacy Policy on our website www.scti.com.au. You may also obtain a copy of this policy by emailing us at info@scti.com.au. 

Privacy complaints

You should first direct any complaint of an alleged breach of the Privacy Act to our Operations Manager who is our Privacy Compliance Officer. The contact details are as follows: 

Operations Manager
Southern Cross Travel Insurance
Level 21, Australia Square
264-278 George St
Sydney, NSW 2000
Australia
operationsmanager@scti.com.au

 If you are not satisfied with how we have dealt with the complaint, you may contact the Privacy Commissioner at GPO Box 5218, Sydney, NSW 1042, telephone 1300 363 992 (local call charge); fax 02 9284 9666 or email privacy@privacy.gov.au.

The Privacy Commissioner may investigate complaints about acts or practices that constitute an 'interference with privacy' if we do not resolve your concerns.

More information on the Privacy Act can be found at the Privacy Commissioner's website: www.privacy.gov.au