Koala Claims Legal Stuff

We don’t provide financial or legal advice. That’s not our thing. We manage Junk Insurance claims. That’s what we love and what we’re trained to do.

We also can’t promise that every claim will be successful, but we do everything we can to find out if you’re owed something and to help you get you back what’s rightfully yours.

Complaints

If you have a complaint about Koala Claims, please email info@koalaclaims.com.au so we can look into and address your concerns. We will provide a response to your complaint within 30 calendar days of receipt.

If you are not fully satisfied with the outcome of our findings, you can refer the complaint to The Australian Financial Complaints Authority (AFCA), of which we are a member organisation.

Privacy policy

We are bound by the Privacy Act 1988 (Cth) (Privacy Act) and the Australian Privacy Principles (APPs). This Privacy Policy explains how and why we collect, use, hold and disclose your personal information.

"We", "us" and "our" means KOALA CLAIMS PTY LTD ACN 654 203 282.

You consent to us collecting, holding, using and disclosing your personal information in accordance with this Privacy Policy.

Please read this Privacy Policy carefully. If you provide personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy, and you consent to us collecting, holding, using and disclosing your personal information in accordance with this Privacy Policy.

You do not have to provide personal information to us, however, if you do not, you may not be able to use our Services, and we may not be able to communicate with you, or respond to your enquiries or otherwise provide options to help you in relation to the Services.

Capitalised terms in this Privacy Policy that are otherwise not defined have the meaning given to them in our Terms of Service. You can obtain a copy of the Terms of Service upon request.

What is 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.

What personal information do we collect and hold?

The precise information that we collect and hold for each application is a function of the Services and will be required to make a Claim.

In order to process your Claim or assess a potential Refund, it is necessary for us to collect personal information from or about you.  Information collected may include:

  • personal details of you and/or your dependants including date of birth, gender, contact details, and economic/personal relationships to each other;

  • insurance policies held by you or on your behalf, including information relating to the point of sale of the insurance policy;

  • identity verification information;

  • household financial information including information about your assets and liabilities, income and expenses, and financial accounts held, government benefits received or other income and payment details;

  • your financial account transactional data;

  • property information including residence type and property ownership and estimated valuation information; and/or

  • details of Services we have provided to you and/or that you have enquired about, and our response to you.

We may collect these types of personal information directly from you or from third parties. 

Sensitive personal information

In the process of providing the Services, you may offer and provide sensitive information that you believe would further support the assessment of your Claim.  This may include (for instance) certain health information, including whether you had any pre-existing medical conditions at the time the Policy was provided to you. We will only collect your sensitive information with your consent and will ensure that it is stored securely. Sensitive information is given a higher level of protection under the Privacy Act and APP, which requires us to acquire your consent to use and disclose such information. Provided you consent, your sensitive information may only be used and disclosed for purposes relating to the primary purpose for which the sensitive information was collected.  Sensitive information may also be used or disclosed if required or authorised by law.

Cookies

We use cookies on the website. A cookie is a small text file that the website may place on your device to store information. We may use persistent cookies (which remain on your computer even after you close your browser) to store information that may speed up your use of our website for any of your future visits to the website. We may also use session cookies (which no longer remain after you end your browsing session) to help manage the display and presentation of information on the website. You may refuse to use cookies by selecting the appropriate settings on your browser.  However, please note that if you do this, you may not be able to use the full functionality of the website.

Why do we collect, hold and use your personal information?

We collect, hold and use your personal information so that we can:

(a)        provide you with Services, and manage our relationship with you;

(b)        process a Claim on your behalf;

(c)         contact you, for example, to respond to your queries or complaints, or if we need to tell you something important;

(d)        carrying out periodic reassessments of your circumstances as required;

(e)        carry out data verification through third-party financial and property data verification providers;

(f)          comply with our legal obligations and assist government and law enforcement agencies or regulators; or

(g)        identify and tell you about other products or services that we think may be of interest to you.

If you do not provide us with your personal information, we may not be able to provide you with our Services, communicate with you or respond to your enquiries.

How do we collect your personal information?

We will collect your personal information directly from you whenever you interact with us.

We may collect information from third parties, and we will protect it as set out in this Privacy Policy.

How do we store and hold personal information?

We store most information about you in computer systems and databases operated by either us or our external service providers. Some information about you is recorded in paper files that we store securely.

We implement and maintain processes and security measures to protect personal information which we hold from misuse, interference or loss, and from unauthorised access, modification or disclosure. 

We will also take reasonable steps to destroy or de-identify personal information once we no longer require it for the purposes for which it was collected or for any secondary purpose permitted under the APPs.

 We cannot guarantee the security of any information that is transmitted to or by us over the internet. The transmission and exchange of information is carried out at your own risk. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that the personal information we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy.

Who do we disclose your personal information to, and why?

We may disclose your personal information to a Provider in order for them to assess and determine your Claims. The disclosures of your personal information and assessment of your financial circumstances to the Provider is undertaken to provide the Provider with the relevant data to make a decision in regard to your Claim. This information is only disclosed once you complete your Authority.

We may also disclose personal information to third parties that perform services that are necessary for us to effectively provide our Services. This includes:

  • financial institutions where you hold accounts or have relationships and have been nominated by you;

  • credit-reporting and fraud-checking providers (for credit-related purposes such as creditworthiness, credit rating, credit provision and financing);

  • data validation providers;

  • property data providers;

  • our IT service providers, payment system operators, data storage, webhosting and server providers, security vendors and maintenance or problem-solving providers;

  • our professional advisers, including our accountants, auditors and lawyers;

  • government and regulatory authorities and other organisations, if required or authorised by law;

  • persons you may have expressly consented to the disclosure or the consent may be reasonably inferred from the circumstances;

  • anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred; and

  • your authorised representatives or legal advisers (when requested by you to do so).

If the ownership or control of all or part of our business changes, we may transfer your personal information to the new owner.

Do we disclose personal information to overseas recipients?

We do not disclose your personal information to recipients which are located outside Australia.

Do we use your personal information for marketing?

We will use your personal information to offer you products and services we believe may interest you, but we will not do so if you tell us not to. These products and services may be offered by us, our related companies, our other business partners or our service providers.

Where you receive electronic marketing communications from us, you may opt out of receiving further marketing communications by following the opt-out instructions provided in the communication.

Access to and correction of your personal information

You may access or request correction of the 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.

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).

We will respond to your requests to access or correct personal information in a reasonable time and will take all reasonable steps to ensure that the personal information we hold about you remains accurate, up to date and collected.

Complaints

If you have a complaint about the way in which we have handled any privacy issue, including your request for access or correction of your personal information, you should contact us. Our contact details are set out below.

We will consider your complaint and determine whether it requires further investigation. We will notify you of the outcome of this investigation and any subsequent internal investigation.

If you remain unsatisfied with the way in which we have handled a privacy issue, you may approach an independent advisor or contact the Office of the Australian Information Commissioner (OAIC) (www.oaic.gov.au) for guidance on alternative courses of action which may be available.

Contact details

If you have any questions, comments, requests or concerns, please contact us at:

info@koalaclaims.com.au

Changes to this policy

From time to time, we may change our Privacy Policy on how we handle personal information or the types of personal information which we hold. Any changes to our Privacy Policy will be published on our website.

You may obtain a copy of our current Privacy Policy from our website or by contacting us at the contact details above.