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Sportscover Australia and New Zealand Privacy Policy

Effective date: 1st June 2026     |       Last reviewed: 1st June 2026

Sportscover Australia Pty Ltd ABN 43 006 637 903 AFSL 230914 (Sportscover, we, us and our) respects your privacy and is committed to handling personal information in a fair, open and transparent way.

This Privacy Policy explains how we collect, hold, use and disclose personal information in connection with our sports, leisure and related insurance business in Australia and New Zealand. It applies to information we handle through our websites, portals, emails, phone calls, claim forms, proposal forms, broker and agent communications and other interactions.

Sportscover Australia Pty Ltd trades into New Zealand through the same Australian entity. We do not have a physical office or staff in New Zealand and operate from Australia. Claims for New Zealand insureds may be handled by Sportscover directly from Australia, by a local New Zealand agent or service provider, or by a combination of both.

We are bound by the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs), and, where applicable, by the New Zealand Privacy Act 2020, including the Information Privacy Principles (IPPs). Other laws may apply to our business, including laws and rules about financial services, insurance, tax file numbers and other government identifiers, data breach notification, electronic communications and complaints handling. Where an insurer, underwriter, policy or product is subject to the General Insurance Code of Practice in Australia or the Fair Insurance Code in New Zealand, we seek to handle information and complaints consistently with the relevant standards of openness, fairness, honesty and transparency.

This Privacy Policy does not replace any specific privacy collection notice, consent, authority, policy wording or claim form that applies to a particular product, claim or service. Those documents should be read together with this Privacy Policy.

At a glance

  • We collect personal information to provide quotes, issue and administer policies, manage claims, prevent fraud, meet legal obligations and improve our services.
  • We collect sensitive information, such as health, injury, disability, accessibility, membership and support information, only where it is lawful and reasonably necessary for our insurance activities.
  • We share information with brokers, insured organisations, insurers, underwriters, reinsurers, claims service providers, professional advisers, regulators and approved technology providers where needed.
  • We may use approved AI and technology-assisted tools to help our staff process information, including claims documents, invoices and receipts. Important policy and claim decisions are subject to meaningful human review.
  • Some information may be transferred to Australia, New Zealand, the United Kingdom, Europe, the United States and other global cloud, software, AI, insurance and support locations.
  • You can ask for access to or correction of your information, opt out of marketing and optional surveys, ask about AI-assisted processing, or make a privacy complaint by contacting privacy@sportscover.com.

1. Who this Privacy Policy applies to

This Privacy Policy applies to personal information about individuals. It does not generally apply to information about companies or other organisations unless that information includes personal information about an identifiable individual. It also does not apply to current or former employee records to the extent the Australian employee records exemption applies.

It applies to individuals in Australia and New Zealand, including insureds, claimants and other people whose information is handled in connection with a policy, claim, incident, service or complaint.

Personal information means information or an opinion about an identified individual, or an individual who is reasonably identifiable. Some information, such as health information and certain membership, support or accessibility information, is treated as sensitive information and is handled with extra care.

We may collect and handle personal information about:

  • people who request a quote, apply for insurance or are insured under a policy;
  • policyholders, members, participants, coaches, trainers, officials, volunteers and other insured persons;
  • claimants, injured persons, third party claimants, witnesses and people involved in incidents;
  • parents, guardians, carers, authorised representatives, attorneys, interpreters and support people;
  • beneficiaries, payees and people whose bank account details are provided for payment;
  • brokers, authorised representatives, distributors and other insurance intermediaries;
  • medical, allied health, rehabilitation, investigation, legal, repair, assessment and other service providers;
  • complainants, people who make enquiries, website users, portal users and subscribers to our communications;
  • job applicants, contractors, suppliers and other business contacts, where relevant.

2. Remaining anonymous or using a pseudonym

You may contact us anonymously or using a pseudonym where it is lawful and practicable to do so, such as for a general enquiry. However, for most insurance activities we need to know who you are. For example, we usually cannot provide a quote, issue or administer a policy, assess or pay a claim, verify identity, prevent fraud, comply with legal obligations or respond to a complaint unless you provide enough information to identify you and the relevant policy, claim or matter.

3. What personal information we collect

The personal information we collect depends on your relationship with us and the product, policy, claim, incident or service involved.

If you have, or are considering, a policy

  • identifying information, such as name, date of birth, age, gender, occupation, employer, role, membership number or other identifiers;
  • contact information, such as postal address, email address, telephone number and preferred communication method;
  • policy and underwriting information, such as proposal, quote and renewal information, risk details, sporting or leisure activities, membership or participation details, prior insurance, claims history and other information relevant to risk assessment and premium setting;
  • payment and financial information, such as bank account details, payment details, premium payment records, refund details and relevant tax information.

If you make a claim, are involved in a claim or a claim is made against you

  • claim and incident information, such as details of an incident, injury, illness, loss, damage, liability allegation, witness account, photographs, video or other incident footage, police or emergency services information, reports and correspondence;
  • health, injury, medical, rehabilitation, treatment, imaging, return-to-work, disability and accessibility information where relevant to a claim;
  • invoices, receipts, quotes, payment details, repair records, replacement records, expense records, reimbursement records and other documents supporting a claim or claim payment;
  • salary, income, employment, superannuation, payroll and loss of income information, and tax file number or New Zealand IRD number information where lawful and relevant;
  • Medicare, New Zealand health identifiers, private health insurance and other health insurance information where relevant to a claim, payment, reimbursement or recovery process;
  • sporting club, association, league, event membership, participation and eligibility records;
  • details of other insurance you hold and information relevant to subrogation, recovery, contribution, defence or settlement of a claim;
  • family violence, vulnerability, safety, interpreter, accessibility, disability or special assistance information, where relevant to how we communicate with you, support you, handle a claim or manage a complaint;
  • information about children or young people, including parent, guardian or carer details, where relevant to a policy, incident, claim or support need.

If you are a broker, supplier, contractor, business contact or job applicant

  • business contact details, role, employer, qualifications, licences, authorisations, professional memberships, payment details and relationship management information;
  • for job applicants, information in your application, resume, references, qualifications, right-to-work information and other information needed to assess your application and communicate with you;
  • supplier due diligence, procurement, payment, contract, security, compliance, insurance and performance information where relevant.

If you use our website, portals or online services

  • technical and website information, such as IP address, device, browser, operating system, pages visited, referring website, portal login and audit logs, cookies and similar technologies;
  • information you submit through web forms, email subscriptions, portal uploads, online claim or quote processes and website enquiries.

We may also collect communications with us, including emails, letters, web enquiries, portal activity, call recordings, notes of conversations, complaints, feedback and survey responses.

4. Sensitive information

We may collect sensitive information where it is reasonably necessary for our insurance functions or activities and where you have consented, or where another exception under Australian or New Zealand privacy law applies. Sensitive information we may collect includes (inter alia):

  • health, injury, medical, rehabilitation, disability and accessibility information;
  • health insurance membership information;
  • Medicare information, New Zealand health identifiers or health insurance details where relevant to a claim, medical, health insurance or payment process;
  • sporting club, association or similar membership information where relevant to a policy, claim, incident or insured activity;
  • family violence, vulnerability, safety, interpreter, accessibility, disability or special assistance information, where relevant to how we communicate with you, support you, handle a claim or manage a complaint;
  • information about children or young people, including parent, guardian or carer details, where relevant to a policy, incident, claim or support need.

We do not use sensitive information for direct marketing. Where we use information for surveys, service improvement, quality assurance, analytics or product development, we use de-identified or aggregated information where practicable and handle any identifiable sensitive information only where lawful and reasonably necessary.

5. How we collect personal information

We collect personal information by lawful and fair means. Where reasonably practicable, we collect personal information directly from you. This may occur when you complete a proposal, claim, renewal, authority, survey or complaint form; contact us by phone, email, post, website or portal; provide documents to us; attend an assessment; or otherwise deal with us.

We may also collect personal information from other people or organisations where it is unreasonable or impracticable to collect it directly from you, or where it is necessary for our insurance activities. These sources may include (inter alia):

  • insurance brokers, authorised representatives, agents and distributors;
  • policyholders, insured organisations, clubs, associations, employers, event organisers and other insured persons;
  • claimants, witnesses, injured persons, parents, guardians, carers and authorised representatives;
  • insurers, underwriters, reinsurers, claims managers, local claims agents and other insurance market participants;
  • medical practitioners, hospitals, allied health providers, rehabilitation providers, health insurers and Medicare-related sources where authorised or lawful;
  • loss adjusters, assessors, investigators, experts, lawyers, repairers, recovery agents, New Zealand claims service providers and other claims service providers;
  • banks, payment providers, identity verification, fraud prevention, anti-money laundering and insurance reference services;
  • courts, tribunals, regulators, government agencies, law enforcement agencies and external dispute resolution bodies;
  • publicly available sources, online sources and social media, but only where lawful, fair and relevant to our functions or activities;
  • technology, cloud, document management, data analytics, transcription, translation, cyber security and AI-enabled service providers acting for us.

For New Zealand dealings, we may collect personal information indirectly from brokers, insured organisations, local agents, claims managers, health providers, witnesses, service providers or other insurance market participants. Where the New Zealand Privacy Act 2020 requires us to notify an individual of indirect collection, we will take reasonable steps to ensure the individual is aware of the fact and purpose of collection, intended recipients, our identity and contact details, any lawful authority for collection, and access and correction rights, unless an exception applies. We may do this through privacy notices, proposal or claim forms, broker or agent communications, policy documents, our website or direct communications.

If we receive personal information that we did not ask for, we will assess whether we could lawfully have collected it. If we could not lawfully collect it, and it is lawful and reasonable to do so, we will destroy or de-identify it.

6. If you give us information about someone else

If you provide personal information to us about another person, you must only do so if you are authorised to provide it. You should take reasonable steps to tell that person that you have provided their information to us, that we will handle it in accordance with this Privacy Policy, and how they can contact us. If the information is sensitive information, or health information, you should obtain their consent unless another lawful basis applies. If you cannot do this, you should tell us before providing the information, as this may affect whether we can use or consider it.

7. Why we collect, hold, use and disclose personal information

We collect, hold, use and disclose personal information for purposes connected with our insurance business and related activities, including to:

  • respond to enquiries and requests for information;
  • provide quotes and assess applications for insurance;
  • underwrite, price, issue, administer, vary, renew, cancel or manage policies;
  • assess, manage, investigate, settle, decline, pay, recover, defend or otherwise administer claims;
  • arrange services required for a policy, claim, incident, recovery, rehabilitation, assessment or dispute;
  • verify identity, authority and eligibility;
  • prevent, detect, investigate and respond to fraud, misrepresentation, sanctions, anti-money laundering, cyber security and other compliance risks;
  • process payments, recover debts, manage refunds, reimburse expenses and comply with tax and accounting requirements;
  • communicate with you, your broker, representative, insurer, underwriter, claimant, service provider or other relevant person;
  • identify and respond to vulnerability, family violence, safety, disability, accessibility, interpreter or other support needs;
  • handle complaints, privacy requests, access and correction requests, disputes, litigation, regulatory inquiries and external dispute resolution processes;
  • meet Australian, New Zealand and other legal, regulatory, licensing, reporting, audit, record keeping and contractual obligations;
  • train staff, monitor quality, conduct customer and claims-experience surveys, and improve our products, services, systems, controls and customer experience;
  • conduct data analytics, risk analysis, actuarial analysis, reporting, portfolio management, reinsurance and business planning, using de-identified or aggregated information where practicable;
  • send limited marketing, service, education, risk management, event, survey or product-related communications where permitted and subject to your opt-out rights;
  • operate, secure, maintain and improve our websites, portals, systems, networks and online services;
  • use approved AI and technology-assisted tools as described in section 8.

If we cannot collect the personal information we reasonably require, we may not be able to provide a quote, issue or administer a policy, assess or pay a claim, communicate with you safely, provide requested support, respond to a complaint, make a payment, coordinate with a local agent or comply with Australian, New Zealand or other legal obligations. In some cases, failure to provide information may delay or affect the outcome of a claim or service request.

We will only use or disclose personal information for another purpose where that purpose is related to the original purpose, or directly related in the case of sensitive information, and you would reasonably expect it; where you have consented; or where the use or disclosure is otherwise permitted or required by law.

8. Artificial intelligence and technology-assisted processing

We may use approved artificial intelligence, machine learning, analytics, automation, rules-based systems and other technology-assisted tools to support our insurance operations in Australia and New Zealand. These tools may be used by our staff or by authorised service providers acting for us.

Examples of possible uses include (inter alia):

  • claim triage, prioritisation, workflow management and allocation;
  • document classification, document summarisation and extraction of information from proposal, policy, claim, medical, injury, incident, invoice, receipt or complaint documents;
  • reading, searching, translating, transcribing and organising correspondence, reports, medical records, invoices, receipts, images and other claim or policy documents;
  • drafting communications, file notes, reports and customer service responses for review by our staff;
  • supporting underwriting, pricing, risk modelling, portfolio analysis and policy administration;
  • identifying possible fraud indicators, duplicate information, inconsistencies, sanctions, anti-money laundering or other compliance risks for human review;
  • organising medical, injury, rehabilitation, incident, liability, invoice, receipt and payment information for claims assessment;
  • assisting with broker portal, customer service, complaint handling, quality assurance, reporting, legal or coverage analysis and operational improvement;
  • identifying possible vulnerability, family violence, accessibility or other support indicators so that our staff can consider appropriate support;
  • testing, validating and improving approved systems, using de-identified, aggregated or synthetic data wherever practicable;
  • other reasonably related insurance, claims, compliance, service, security or business improvement purposes, where lawful and subject to appropriate governance.

People stay in charge of important decisions

We do not make decisions about accepting or declining cover, setting premiums, accepting or declining claims, determining claim settlement amounts, commencing fraud investigations, recovering debts or resolving complaints solely by automated means. Material decisions are subject to meaningful human review. Our staff remain responsible for considering relevant information, policy terms, law, evidence and individual circumstances, and may accept, reject or correct AI or system outputs. AI supports our people; it does not replace them.

Safeguards we apply

  • We assess material AI tools for privacy, security, accuracy, bias and suitability before using them and keep those assessments under review.
  • We give AI tools only the personal information reasonably necessary for the task, and minimise, de-identify or aggregate information wherever practicable.
  • We require AI providers and other technology providers, by contract where appropriate, to use personal information only for authorised purposes, maintain appropriate confidentiality and security, limit onward disclosure, assist with data breach response and comply with applicable privacy requirements.
  • Unless we have authorised it and privacy, confidentiality, contractual and legal requirements are met, service providers must not use personal information we provide to train public, general or unrelated AI models.
  • We do not knowingly put sensitive information into general-purpose, publicly available generative AI tools.
  • We maintain records of significant AI uses, train our staff on responsible AI use and have internal policies governing how AI may be used.
  • We will obtain consent where required by law.

Your rights in relation to AI-assisted processing

You can ask us whether AI or technology-assisted processing was used in handling your matter, and you can request that a person reviews any decision that materially affects you. You can also ask about the kinds of personal information used and the general logic involved, to the extent we are required to provide that information under the law.

Some AI-enabled or technology service providers may operate or support systems from overseas locations. See section 11 for more information about overseas disclosures and global cloud arrangements.

At the date of this Privacy Policy, we do not use a computer program to make solely automated decisions that would be expected to significantly affect your rights or interests. If this changes, we will review and update this Privacy Policy and related notices as required by Australian or New Zealand law.

9. Who we disclose personal information to

We may disclose personal information to third parties where reasonably necessary for the purposes described in this Privacy Policy, where you have consented, where you would reasonably expect us to do so, or where required or authorised by law. These third parties may include (inter alia):

  • insurers, underwriters, reinsurers, claims managers, coverholders and other insurance market participants in Australia, New Zealand or overseas;
  • brokers, authorised representatives, distributors, referrers and local agents;
  • policyholders, insured organisations, clubs, associations, event organisers and other insured persons in Australia, New Zealand or other relevant locations, where relevant to a policy or claim;
  • claimants, injured persons, witnesses, employers, representatives, parents, guardians, carers, interpreters and support people, where relevant;
  • medical practitioners, hospitals, allied health, rehabilitation, health insurers, Medicare-related bodies and other health or support providers, where authorised or lawful;
  • loss adjusters, assessors, investigators, engineers, experts, repairers, recovery agents, debt recovery providers, lawyers and other professional advisers;
  • identity verification, fraud prevention, anti-money laundering, sanctions screening and insurance reference services;
  • banks, payment providers, payroll, accounting, audit and tax advisers;
  • technology, cloud, cyber security, hosting, document management, call recording, data analytics, transcription, translation, customer service, survey, marketing and AI-enabled service providers;
  • regulators, government agencies, external dispute resolution bodies, Code monitoring bodies, courts, tribunals, law enforcement agencies and other bodies in Australia, New Zealand or other relevant jurisdictions where required or authorised by law;
  • our related bodies corporate and service entities, where they provide services to us or assist with our business operations;
  • any person or organisation you authorise us to disclose information to, or any person to whom disclosure is required or authorised by law.

We do not sell personal information. We do not disclose personal information to other organisations for their own direct marketing unless you have consented or the disclosure is otherwise permitted by law.

10. Fraud prevention, identity and AML checks

We may use and disclose personal information to verify identity, confirm authority to act, prevent and detect fraud, investigate suspicious or inconsistent information, meet sanctions and anti-money laundering requirements, recover debts, protect our legal rights and manage insurance risk. This may involve disclosing information to, or collecting information from, insurers, underwriters, reinsurers, brokers, investigators, lawyers, identity verification providers, fraud prevention services, insurance reference services, financial institutions, regulators, law enforcement agencies and other relevant bodies.

If false, misleading or inaccurate information is provided, or if fraud or attempted fraud is suspected, information may be recorded and used or disclosed for investigation, claims management, underwriting, recovery, legal, regulatory and fraud prevention purposes.

11. Overseas disclosure

We are likely to disclose personal information to overseas recipients in connection with insurance, underwriting, claims, reinsurance, technology, cloud, cyber security, data analytics, AI, support and related services. The likely countries and locations include (inter alia):

Recipient category Likely countries or locations
Insurers, underwriters, reinsurers, co-insurers, coverholders and other insurance market participants Australia, New Zealand, United Kingdom, countries in Europe, United States, Bermuda and other countries where relevant insurance market participants are located or support the policy or claim.
Brokers, authorised representatives, insured organisations, local agents and claims providers Australia, New Zealand and other locations relevant to the policy, claim, incident or insured activity.
Related bodies corporate and service entities providing group support or operational services Australia, United Kingdom, countries in Europe, United States and other support locations.
Technology, cloud, cyber security, data analytics, communications, survey, document management and AI-enabled service providers Australia, New Zealand, United Kingdom, countries in Europe, United States and global cloud, software, sub-processor and technical support locations.
Regulators, dispute resolution bodies, courts, tribunals, law enforcement agencies and government bodies Australia, New Zealand and other jurisdictions where required or authorised by law.

Before disclosing personal information from Australia to an overseas recipient, we take reasonable steps to ensure that the recipient handles the information consistently with the APPs, unless an exception applies. These steps may include (inter alia) due diligence, contractual privacy and security obligations, data processing agreements, confidentiality obligations, access controls, security requirements, sub-processor controls, breach notification obligations and restrictions on use of information.

Before disclosing personal information from New Zealand to Australia or another overseas recipient, we take reasonable steps or rely on another permitted basis to ensure the recipient is required to protect the information in a way that, overall, provides comparable safeguards to the New Zealand Privacy Act 2020, unless an exception applies. For example, we may use contracts, data processing agreements or other comparable safeguards. Where we rely on your authorisation, we will take steps to expressly inform you that an overseas recipient may not be required to protect the information in a way that provides comparable safeguards to the New Zealand Privacy Act.

If you have concerns about overseas disclosure, please contact us. In some cases, limiting overseas disclosure may affect our ability to provide a product, administer a policy, assess a claim, coordinate with insurers, underwriters or local agents, or use particular service providers.

12. Government identifiers, tax file numbers, Medicare and New Zealand identifiers

We do not adopt Australian or New Zealand government-related or unique identifiers, such as tax file numbers, Medicare numbers, New Zealand IRD numbers or NHI numbers, as our own identifiers.

We will only collect, use or disclose a tax file number or New Zealand IRD number where lawful and reasonably necessary, such as where required for a loss of income claim, tax withholding, payment, reporting or other tax-related purpose. We will handle these identifiers in accordance with applicable handling requirements.

We will only collect, use or disclose Medicare numbers, NHI numbers or other government identifiers where lawful and reasonably necessary, such as for a claim, payment, medical, health insurance-related or tax-related purpose. We will protect government identifiers and restrict access to people who need to handle them for an authorised purpose.

13. Direct marketing, service communications and claims surveys

We may send limited marketing, education, risk management, event, survey, product or service communications about sports, leisure, insurance, policies, claims or related services where permitted by law. You can opt out of marketing communications and optional surveys at any time by using the unsubscribe facility in the message or by contacting privacy@sportscover.com.

We may contact claimants during or after a claim to invite them to complete a customer-experience or claims-experience satisfaction survey. These surveys help us monitor service quality, train staff and improve our claims handling, complaints processes, products and services. Participation is optional and does not affect the handling or outcome of your claim.

We will not use sensitive information for direct marketing. If a survey response includes health or other sensitive information, we will handle it in accordance with this Privacy Policy and use de-identified or aggregated information where practicable. We will not disclose your personal information to another organisation for its own marketing unless you have consented or the disclosure is otherwise permitted by law.

Even if you opt out of marketing or optional surveys, we may still send you important service, policy, claims, safety, legal, regulatory or administrative communications.

14. Websites, portals, cookies and analytics

When you use our websites, portals or online services, we may collect technical information such as IP address, device and browser details, operating system, pages visited, referring website, date and time of access, documents downloaded, portal login records, audit logs and other information about your online interaction with us.

We may use cookies, pixels, tags, local storage, analytics tools, security tools and similar technologies to operate and secure our websites and portals, remember preferences, support forms and logins, measure performance, understand how our services are used, improve our content and services, detect fraud or cyber security risks and, where permitted, support limited marketing or communications.

You can usually control cookies and similar technologies through your browser settings or any cookie preference tools we make available. If you block or delete cookies, some website or portal features may not work as intended.

Our websites may contain links to third party websites. We are not responsible for the privacy practices of those third parties. You should review the privacy policy of any third party website or service you use.

15. How we hold and protect personal information

We hold personal information in electronic systems, secure cloud environments, document management systems, email systems, backups and, where necessary, physical files. Some information may be held by service providers on our behalf.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure. These steps include technical and organisational measures appropriate to the nature of the information and our business. Examples include physical security, access controls, password and multi-factor authentication controls, role-based permissions, secure storage, encryption where appropriate, network and endpoint security, logging and monitoring, intrusion detection, patching, staff training, confidentiality obligations, vendor due diligence, contractual controls, incident response processes and secure disposal practices.

No method of transmission or storage is completely secure. If you communicate with us electronically, you should take care when sending sensitive information and use secure methods where available.

16. Retention, destruction and de-identification

We retain personal information for as long as reasonably required for the purposes for which it was collected, including policy administration, claims management, reinsurance, accounting, audit, legal, dispute resolution, fraud prevention, regulatory, tax and record keeping purposes. Insurance records, claims records and complaint records may need to be retained for extended periods because insurance, liability, reinsurance, limitation period and regulatory issues can arise long after a policy period or incident.

We maintain internal retention policies and apply them to different categories of records. When personal information is no longer required and we are not legally required or otherwise permitted to retain it, we will take reasonable steps to destroy it securely or de-identify it. Information may remain in backups for a limited period until those backups are overwritten or deleted in accordance with our backup and retention processes.

17. Accuracy and keeping information up to date

We take reasonable steps to ensure that personal information we collect, use or disclose is accurate, up to date, complete, relevant and not misleading. You can help us by providing accurate information and telling us promptly if your information changes or if you believe information we hold is inaccurate.

18. Accessing and correcting your personal information

You may request access to personal information we hold about you, or ask us to correct it, by contacting privacy@sportscover.com. We may need to verify your identity and authority before responding.

We will respond to access and correction requests within the timeframe required by applicable law. For Australian matters, we generally aim to respond within 30 days. For New Zealand Privacy Act matters, we generally respond no later than 20 working days unless an extension or other legal exception applies. There is no fee to make an access or correction request. We may charge a reasonable fee for giving access where permitted by law, and we will tell you before doing so.

There are circumstances where we may refuse access or correction, or provide access in a particular way, as permitted by law. For example, access may be refused where it would unreasonably affect another person’s privacy, reveal commercially sensitive evaluative information, prejudice an investigation, be unlawful, pose a serious threat, or where another legal exception applies. If we refuse a request, we will explain our reasons where reasonable and lawful, and tell you how to complain.

If we correct personal information that we previously disclosed to another APP entity or New Zealand agency and you ask us to notify that entity or agency, we will take reasonable steps to do so unless it is impracticable or unlawful.

19. Data breaches

We maintain processes for identifying, assessing and responding to suspected data breaches. If we become aware of a data breach or suspected data breach, we will take reasonable steps to contain it, assess the risk of harm, remediate it where possible and determine whether notification is required.

If a data breach is likely to result in serious harm to affected individuals and we are required to notify under the Australian Notifiable Data Breaches scheme, we will notify affected individuals and the Office of the Australian Information Commissioner as required by law. If a data breach involving New Zealand personal information is a notifiable privacy breach under the New Zealand Privacy Act 2020, we will notify affected individuals and the Office of the Privacy Commissioner (New Zealand) as required by law. We may also notify or coordinate with insurers, underwriters, service providers, regulators, law enforcement agencies, local agents or other relevant bodies where appropriate or required.

20. Privacy complaints

If you have a concern or complaint about how we have handled your personal information, please contact us first so that we can try to resolve it:

  • Email: privacy@sportscover.com
  • Post: Privacy Officer, Sportscover Australia Pty Ltd, Locked Bag 6003, Wheelers Hill VIC 3150
  • Telephone: (03) 8562 9100 or +61 3 8562 9100 from outside Australia, including New Zealand

Please include enough detail for us to understand and investigate your concern. We may ask for further information and may need to verify your identity. We will acknowledge your complaint promptly and aim to provide a written response within 30 days, unless the matter is complex or we need more information.

If your concern is about a policy, claim, product, service or other insurance matter rather than a privacy issue, or includes both privacy and insurance issues, you can also contact our internal dispute resolution team at idr@sportscover.com. Our complaints procedure explains how insurance complaints are handled, including escalation to insurers, underwriters or external dispute resolution bodies where applicable. For New Zealand insurance matters, this may include escalation or coordination with the relevant insurer, underwriter, local claims agent or applicable dispute resolution process identified in your policy, claim documents or complaint process.

If you are not satisfied with our response to a privacy complaint, or we do not respond within a reasonable time, you may be able to complain to the Office of the Australian Information Commissioner for Australian privacy matters or the Office of the Privacy Commissioner (New Zealand) for New Zealand privacy matters. For privacy-related financial services or insurance complaints, you may also be able to complain to AFCA in Australia or another applicable external dispute resolution body if the complaint is within that body’s jurisdiction. You may also have rights under other regulator, dispute resolution or legal processes.

21. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The current version will be available on our website. We may also take additional steps to notify you of material changes where required or appropriate.

22. Contact us

For privacy enquiries, access or correction requests, marketing opt-outs, optional survey opt-outs or privacy complaints, please contact:

  • Privacy Officer, Sportscover Australia Pty Ltd
  • Email: privacy@sportscover.com
  • Post: Locked Bag 6003, Wheelers Hill VIC 3150
  • Telephone: (03) 8562 9100 or +61 3 8562 9100 from outside Australia, including New Zealand
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