Privacy & Security

When you use our website and transact with us online, our commitment to the protection and privacy of your personal information is a priority. This means handling your personal information in a responsible manner in accordance with the Privacy Act and the National Privacy Principles.

Our Online Privacy Statement contains details on how we collect, use and disclose your personal information for online transactions. It should be read in conjunction with our Privacy Charter set out below.

If you have any further questions on privacy or security, you can call us on 13 15 32 or contact us online at www.cgu.com.au.

Payment Card Industry Data Security Standard (PCI DSS)
CGU is committed to ensuring our customers' payment card data is safe and secure at all times and is working to meet the new PCI DSS for managing this information.

Online Privacy Statement

This Online Privacy Statement is issued by CGU Insurance Limited ABN 27 004 478 371 (CGU). It applies to this website, located at www.cgu.com.au which is operated and managed by CGU for itself.

In this Online Privacy Statement "we", "our", and "us" refers to CGU and its subsidiary companies.

Our commitment to privacy and responsible use of your online personal information

When you use this website and when you transact with us online, you may provide us with some of your personal information. We are committed to protecting this personal information in accordance with the Privacy Act. Our Privacy Charter explains how we comply with the National Privacy Principles and other legal requirements in relation to the way we handle personal information that we collect via this website.

What information do we collect when you interact with us online?

The information that we collect when you use our online facilities depends on the tasks you undertake. We will explore some of these tasks below.

Browsing this website

When you browse this website, we collect general information for statistical and maintenance purposes that enables us to continually evaluate the performance of the website. This general information includes:

the number of users visiting this website and the number of pages viewed;
the date, time and duration of visits; and
the path taken through this website.

This information will not identify you and we will not combine it with any information in a way which can identify you.

CGU Quotation Services

When you obtain an online premium estimate or quote for any of our products or services, we give you the option of doing so anonymously and without providing any personal information. However, you should note that if you take this option, we will be unable to contact you about it.

Applying for a product or service or making a payment

When you apply for any of our products or services online, you will need to provide some personal information. The online application form will explain the purposes for which we collect, use and disclose your information.

When paying for a product or service online, we only require your policy number and payment details. We use a recognised payment service provider to process any insurance payments you make using this website. This service provider is committed to protecting your personal information on our behalf.

Enquiries, emails and email forms

To send an email to us, or to make an enquiry online, you will need to complete an email form available on this website. Many of our online forms ask for a limited amount of personal information for contact purposes, such as an email address or telephone number. You have the choice of whether or not to provide additional personal information. Information provided to us through these forms will be used solely for the purpose for which it was collected and will not be used for any other purpose, unless you provide us consent to do so.

Online Surveys

When you visit this website you may be invited to participate in an online survey, which will appear as a pop-up window. Participation in any surveys is voluntary, and although we will generally not ask you for your name, we may ask you to provide information such as your age, sex and income. The purpose for collecting information will vary depending on the survey and will be advised to you at the time of the survey. We will not use your information for any other purpose other than that stipulated in the survey.

CGU's Internet Security Statement

Information not capable of identifying you, such as the number of users visiting this website, is collected through code embedded in the WebPages of this website.

Other information, such as browser type, is included in a 'cookie' that is sent to your computer when you complete certain tasks on this website. A cookie contains bits of information that enables our servers (i.e. the computers that house this website) to identify and interact efficiently with your computer. Cookies are designed to provide a better, more customised website experience, and to make it easier for you to use this website.

You can configure your browser to either accept all cookies, reject all cookies or to notify you when a cookie is being sent to your computer. The 'help function' on your browser will provide you with details on how to change your browser configurations. You will need to accept cookies in order to use some functionality on this website.

Information you provide to us on this website is securely protected as it travels from your computer to our servers by the use of Secure Sockets Layer (SSL) protocols. This website uses the strongest form of SSL encryption - 128 bit, making it exceedingly difficult for others to view your information. We take all reasonable precautions to ensure that any information you provide to us is transferred securely from our servers to mainframe computers (no personally identifiable information is stored on our servers). These mainframe computers are not able to be accessed directly through the internet, due to protection provided by several levels of firewall security to prevent unauthorised access.

This website uses an Intruder Detection System to monitor internet privacy and security threats. Any identified threats are evaluated and measures are taken to eliminate or reduce them. Any information stored on our systems is protected from unauthorised access through the use of security procedures, including secure user logons and passwords. Our staff are committed to following these security procedures.

No data transmission over the internet can be guaranteed as totally secure. Whilst we strive to protect such information, we do not warrant and cannot guarantee the security of information which you transmit to us. Accordingly, any information which you transmit to us is transmitted at your own risk.

SPAM means unsolicited advertising material sent via email. We will not send out this type of material.

How we use information collected online

Selling or distribution of information

We do not sell, trade, lease or rent any personally identifiable information we obtain using this website.

Third Party Suppliers

From time to time we may use independent third party suppliers to gather information using code embedded in the WebPages of this website. This information is not capable of identifying you and includes information such as the number of users and pages viewed and the path taken through this website. We use this information for statistical and maintenance purposes. We also use other external companies for the following purposes:

for webhosting services for this website,
for maintenance or problem-solving, and
to gather non-personal information from cookies in order to evaluate the effectiveness of online marketing activities.

Enquiries, emails and email forms

We may refer enquiries made by you through this website as appropriate to our insurance advisers (including CGU authorised representatives and insurance brokers).

What is our privacy relationship with third party websites?

This website includes hyperlinks to enable you to access a number of other websites by clicking on these hyperlinks we have provided. These third party websites are not subject to this Online Privacy Statement. We recommend that you read their privacy and security statements to understand how they deal with your personal information online.

This Online Privacy Statement operates from 1 August 2008

Due to evolving technologies and types of functionality available on this website, we encourage you to review this Online Privacy Statement from time to time as it may be updated.

If you have any queries regarding this Online Privacy Statement or CGU's approach to privacy, you can call us on 13 15 32 or contact us online at www.cgu.com.au.

Privacy Charter

Protection of your Personal Information

In this Privacy Charter, "we", "our" and "us" refers to CGU and its wholly owned subsidiaries.
We may maintain additional rules and practices, which are consistent with this Privacy Charter. This Privacy Charter is current as at 1 August 2008.

Where we handle personal information, we are committed to protecting the privacy of your information and to handling it in a responsible manner in accordance with the Privacy Act 1988 (Cth) (Privacy Act). The Privacy Act incorporates the National Privacy Principles, which set the minimum standards for how privacy sector organisations are required to handle your personal information. We are committed to complying with the National Privacy Principles as well as any other law that provides for the protection of personal information. The following explains how we collect, use, store and disclose your personal information.

Collection of personal information

We will only collect information that is necessary for us to provide you with our products and services. We collect your personal information in various ways, such as via application or claim forms, over the telephone and via that internet if you transact with us online. The personal information collected and stored by us about you generally includes your name, address, date of birth, gender, employment and contact details (such as your phone number, fax number and email) as provided by you to us, but may also include details of your previous insurance, details of your personal assets and details of your spouse or partner.

Where practicable, we will give you the option of interacting with us anonymously.

Sensitive Information

If we collect sensitive information about you, we do so in accordance with the National Privacy Principles. This may include details such as your health information, criminal record, or membership of a professional or trade association.

How we collect the information

Wherever possible, we will collect personal information directly from you. However, there may be occasions when we collect personal information about you from someone else.

This may include your broker or financial adviser, other insurers, employers, our distributors and agents, medical practitioners and rehabilitation providers, investigators and our legal advisors. Irrespective of the source of the information, we respect and protect the privacy of personal information. If we do collect from another source, we will advise you from whom we might collect the information and for what purpose.

We may also collect information about someone else from you. If you provide information to us about another person, then you are responsible for telling the other person that you have provided information about them to us. You should tell them who we are, that they may access their personal information, and you may also wish to refer them to this Privacy Charter.

If you choose not to provide us with the requested information, we may not be able to process your request.

Use and disclosure of personal information

We will use your personal information in accordance with the National Privacy Principles, for example, to process your application for insurance, manage a claim, process payments and for any other purpose to which you have consented.

We may disclose information about you to other service providers and third parties to carry out activities on our behalf, such as insurance advisers (including CGU authorised representatives and insurance brokers), mailing house, assessors, builders, investigators etc.

We impose security and confidentiality requirements on how they handle your personal information. They are not permitted to use information about you for any purpose except for those activities we have asked them to perform. In the case of some claims, we may need to disclose your personal information to your employer, or medical practitioners and rehabilitation providers.

Other than as set out above, we will not disclose information about you to a company which is not a related entity unless the disclosure is required or authorised by law, or you have consented to our disclosing the information about you. At all times, we will respect and protect the privacy and confidentiality of personal information.

Quality of information

We will take reasonable steps to ensure that the personal information that we collect, use and disclose is accurate, complete and up-to-date. We rely on you to advise us of any changes to the personal information that you have provided to help us maintain accurate, complete and up-to-date information. If you believe that the information we have about you is not accurate, complete or up-to-date, please let us know.

Security of your personal information

Personal information that we hold on our systems is protected through the use of secure passwords and other security procedures. Access to personal information is limited to those who specifically need it to conduct their business responsibilities. We also maintain physical security procedures to manage and protect the use and storage of paper records containing personal information. Our employees are responsible for, and committed to, handling personal information in accordance with the Privacy Act and National Privacy Principles which we educate them about.

We will keep your information so that we can continue to provide the products and services you have requested from us. We will take reasonable steps to destroy or permanently de-identify personal information when we no longer need it or we are no longer required to retain it by law.

Accessing your personal information

You may request access to the personal information we hold about you. So that we can respond quickly and efficiently to your request, we may ask you to complete a Personal Information Request form and we may charge you a service fee for retrieving and sending the information to you.

Please contact us if you would like more information on how to request access to this information or to obtain details of the applicable charges. If we are unable to meet your request for access, we will let you know why.

Marketing

It is our aim to provide our customers with access to a range of leading products and services offered by us and other organisations whose products and services we promote. To do this, we use the information you provide to us for market research so we can better understand our customers' needs. Unless you have already advised us not to, we may then provide you with information on products and services that we believe will be of interest to you. If we have obtained your consent, we may share your personal information on a confidential basis to our related entities so that they can also offer you products and services.

Privacy complaints

If you have any concerns about the privacy of your personal information, we ask that you contact us. We will promptly acknowledge and investigate your complaint.

Further information

If you have any queries or you require further information regarding our Privacy Charter or CGU's approach to privacy, you can call us on 13 15 32 or contact us online at www.cgu.com.au.

Further Information > Privacy brochure

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