Youi’s Privacy Policy

Last updated 29 October 2026

Hi there. If you’re looking for the Youi Privacy Policy, you’re in the right place. At Youi, your privacy is extremely important to us. We are committed to protecting personal information and respect your right to know how we manage personal information in a responsible manner in accordance with the Privacy Act 1988 (Cth) (“the Privacy Act”) and the Australian Privacy Principles (“APPs”).

But first, the legal stuff.

Youi Pty Ltd (ABN 79 123 074 733) (“Youi”) is regulated by the Australian Prudential Regulation Authority (“APRA”) and authorised to conduct new and renewal insurance business. Youi also holds an Australian Financial Services Licensee (AFSL No. 316 511) and is regulated by the Australian Securities and Investments Commission (“ASIC”).

We are bound by the Privacy Act and the APPs. This Privacy Policy outlines how we manage personal information. The Privacy Policy should be read in conjunction with the APPs. To the extent that there is any inconsistency between the APPs and our Privacy Policy, the APPs will prevail.

Youi supports:

• a fair, transparent and open collection practice and management of personal information;
• processes that aim to ensure personal information is accurate, complete, current and secure;
• an individual’s right to access and where necessary, correct personal information about themselves; and
• limiting the use of personal information.

In this Privacy Policy,

• “personal information” means any information or opinion, whether true or not, and whether recorded in a material form or not, about an identified individual or an individual who is reasonably identifiable. In general terms, this includes information or an opinion that personally identifies an individual directly (e.g. name) or indirectly;
• “our website” refers to all information, services, text, graphics and other data contained under the domain name youi.com.au and all associated subdomains; 
• “mobile app/s” refer to any mobile apps or smartphone application owned and operated by us;
• “we”, “our” and “us” refers to Youi and its related entities; and
• “you” or “your” refers to the person providing personal information and/or accessing our website, purchasing, renewing, using our product or using our services and individuals outlined under “Who this policy applies to”.

By interacting with Youi, your personal information may be collected, held, used, and disclosed in accordance with this Privacy Policy.

Who this policy applies to:

This policy applies to our customers. It also applies to any person who visits or uses our website or mobile apps, continues a telephone call with our advisors, enters a competition or promotion, engages with us via social media, applies for or holds any of our products or services, uses our third party services where it is reasonably expected your personal information will be sent to us, or who otherwise provides us with personal information.

This Privacy Policy may apply to you even if you are not a customer of Youi, for example, if you are a third party or witness in an accident, make a claim or receive benefits under a Youi insurance policy (including a CTP or Green Slip policy) held by someone else, a spouse or family member of a customer, or have an interest in property we have insured.

Personal Information We Collect and Hold

The personal information we collect and/or hold can include:

• name, date of birth and gender;
• contact details such as address, phone and email;
• information relevant to providing a product or service such as:
  • underwriting information like claims history, where an insured vehicle is stored, how often it is used, and driving history, vehicle activity and engine diagnostics and/or roadside assistance data.
  • location data when using our mobile app/s to identify the nearest repairer to you.
  • financial institution account details like your credit card or bank account number e.g. if the product or service is being paid for in this way or we are making a claim payment. Credit card details are only stored as masked numbers with digits removed in line with best practice.
  • details of insurance policies you hold or have held;
• information which is either required to acquire a product or service or needed during the lifecycle of that product or service; and
• voice recordings when talking to Youi on a recorded line.

We may also collect sensitive personal information, which is a type of personal information. This might include information or opinions relating to a person’s vulnerability, membership of professional bodies, criminal history and police records, or health information. In this Privacy Policy, “sensitive personal information” has the meaning given to it in the Privacy Act.

How We Collect Personal Information

We will collect personal information about you that is relevant to providing our products and services to you.

Direct Collection

Direct collection is where you provide your personal information to us.

We will collect your personal information directly from you through various channels including:

• forms on our website;
• email;
• SMS;
• telephone conversation;
• mobile apps;
• in writing, including hardcopy forms; and
• in person

Youi records telephone conversations for evidentiary, contractual, training and quality control purposes.

Indirect Collection

Indirect collection is where we collect your personal information from another source. Sometimes you may not be aware of this collection, so we like to set it out for you.

Examples of some of the sources we use to indirectly collect information about you are set out in Table A. We may also collect your personal information indirectly through your partner, spouse, children or co-insured.

Information Collected Online

We will also collect your personal information when you use your website, mobile apps and other online services we operate, including our online quote and application services, customer portals, webchat and online contact services, or when you interact with our digital advertisements and communications. The information may include:

• IP address;
• device, browser, session, customer, user and other unique identifiers;
• advertising, campaign, click and referral identifiers;
• browser type and version;
• operating system and mobile app version;
• internet service provider information;
• referring and exit pages;
• pages, files and content viewed;
• date and time information;
• approximate location information;
• website and mobile app interactions;
• quote and application journey events;
• conversion and attribution information; and
• information about how you engage with our websites, mobile apps, advertisements and communications.

We use cookies, pixels, tags, software development kits, mobile app programming interfaces, server-side technologies and similar technologies to:

• operate, administer, secure and improve our websites, mobile apps and online services;
• understand how people interact with our products and services;
• analyse website and mobile app traffic and usage;
• measure and report on the effectiveness of our advertising and communications;
• attribute interactions, quote activity, sales and other outcomes to advertising or marketing activities;
• create and manage audience segments;
• deliver advertising and content that may be more relevant;
• manage how frequently advertising is shown;
• exclude or suppress existing customers, recent leads or other audiences from particular advertising campaigns;
• support appropriate acquisition, retention and cross-sell activities; and
• improve our products, services, communications and customer experiences.

Where permitted by law, we may combine information collected through these technologies with information held in our internal systems, including customer, quote, policy, claims, customer-service and marketing information. We may use this combined information to understand customer journeys, create audience segments, measure advertising outcomes and improve our products, services and communications.

Collection of Information About Another Person

We, or the relevant Table A Entities, may ask you to provide personal information about another person. For example, where you:

• apply for a product or service jointly with another person; or
• provide personal information about another person involved in a claim such as a driver, passenger, co-insured, witness, third party claimant or property owner. 

Before providing another person’s personal information, you should have their consent, tell them why their information is being provided and refer them to this Privacy Policy.

Use and Disclosure of Personal Information

We will only use and disclose your personal information if we have a permitted or lawful reason to do so, or you have otherwise consented. We may use and disclose personal information to Table A Entities for the purposes of:

• confirming your identity;
• handling your enquiries;
• considering your application for a product or service;
• establishing and administering your policy;
• processing premiums and payments;
• pricing an insurance policy (including deciding what excess to offer and ascertaining if any discounts are available);
• assessing risks and underwriting insurance;
• improving and assessing the way we provide our products and deliver services;
• managing, processing, assessing and settling claims;
• managing complaints and disputes;
• managing our business operations (including our IT infrastructure, website, and statistical/maintenance purposes) and company research and development;
• data analytics and market research;
• fraud detection;
• recoveries;
• remediation;
• auditing, quality assurance and training;
• supporting services, policies, programs, analysis and research that relate to natural hazard management (including emergency management) and/or resilience; or
• any other purposes communicated to you at the time we collect your personal information and as permitted by law.

We may also be required or compelled by law to provide certain information, such as under a court order or subpoena, or a regulatory body request.

Where personal information is used and disclosed in connection with Artificial Intelligence (AI), it is handled in accordance with the APPs and this Privacy Policy.

Marketing

We may also collect, hold or use your personal information for the following marketing purposes:

• conducting market research;
• communicating details about our products and services, including advertisements;
• general marketing purposes, including mail, email, SMS, phone, app and other internet-based marketing;
• targeted online advertising including behavioural marketing;
• advertising based communication, via email, SMS or online, about news, special offers, products and services you might be interested in; or
• entry into our promotions and competitions.

You may opt out of receiving direct marketing communications via the unsubscribe feature within the communication. If you opt out of or unsubscribe from our marketing communications, you will still receive required communications about the products you hold with us or the services you use. For example, we will still email you renewal notices.

Automated Decision Making

We operate computer programs for various processes that use the following kinds of personal information to support the following types of decisions:

Identifiers

Unless we are required to do so, or the APPs or another law permit us to do so, we will adopt our own identifiers and not those assigned by government.

Anonymity and Pseudonymity

You have the option of remaining anonymous or using a pseudonym, providing it is possible for us to deal with you on this basis.

We may however be unable to deal with you anonymously or under a pseudonym in certain circumstances, for example if you wish to obtain a quote, hold or continue to hold an insurance policy with us or make a claim. Your identity, as well as some of your personal information, is a relevant factor in relation to our decision to insure you. It is material to our decision of whether to insure you and if so on what terms and premium.

Also, under the Insurance Contracts Act 1984 (Cth) you have a duty to answer insurance application questions accurately and your identity is a material factor to disclose.

Disclosure to Overseas Recipients

If your personal information is collected by or disclosed to an organisation outside of Australia, we will take reasonable steps to ensure it will be held, used or disclosed only in accordance with the Privacy Act. We collect and provide your personal information to service centres in South Africa, and to certain Service Providers listed in Table A that are based overseas, including in the United States of America, Belgium, Brazil, Canada, Chile, France, Germany, Hong Kong, Iceland, Japan, Mexico, New Zealand, Norway, Singapore, Spain, Sweden, Switzerland, Vietnam, the Philippines and United Kingdom. Youi has contractual agreements in place with our Service Providers to protect personal data from unauthorised access or disclosure.

The countries to which this information may be disclosed may vary from time to time.

Storage and Security of Personal Information

• We implement a combination of technical and organisational security measures to protect your personal information, including encryption, restricted access, end point security, network security, vulnerability management, human security, cyber security governance, third party security, regular audits and staff training.
• We hold personal information electronically and sometimes in hard copy in accordance with accepted data security standards.
• We store your personal information in Youi data centres and may store your personal information with service providers or third parties who have data centres in and outside of Australia.
• We take reasonable precautions to secure your transactions with our website and mobile apps and to ensure your personal information is protected against unlawful use, unauthorised access, modification, and disclosure. Unfortunately, we cannot provide a guarantee that information sent over the internet is 100% secure and sending and receiving information over the internet is at your own risk.
  Access to personal information by employees within our organisation is limited to those who specifically need the personal information to conduct their business responsibilities.

Access and Correction of Personal Information

Accessing Your Personal Information

You can request access to the personal information we hold about you. So that we can provide access effectively, we may ask you to provide personal information to confirm your identity. We may charge you a reasonable amount to cover the time spent retrieving, copying, and sending out the information, but we will not charge you for making the request.

If we are unable to provide the information you have requested, we will provide reasons why.

Correcting Your Personal Information

We take reasonable steps to ensure that the personal information we collect and store, use or disclose is accurate.

We do however rely on you to advise us of any amendments required to your information to ensure it is accurate and remains current. If you would like to seek correction of your personal information, please contact us using the details below.

Contact Us

If you would like further information about our Privacy Policy or your personal information, including access or how we manage or store it, please contact us:

• If you live in Australia, call one of our advisors on 13 YOUI (9684)
• If you live overseas, call one of our advisors on +61 7 3719 4800

Changes to Our Privacy Policy

We may make changes to this Privacy Policy from time to time and place any updated version of the Privacy Policy on our website. We encourage you to periodically review this page for the latest information on our privacy practices. We have included a ‘Last Updated’ date at the top of this Policy to help you keep track of any changes.

Your continued use of our website, products, services and mobile apps, including any renewal of our products, making a claim or providing further personal information to us after this Privacy Policy has been updated or revised constitutes your acceptance of the revised Privacy Policy.

Complaints 

If you have a complaint regarding our management of your personal information or consider we have breached the APPs, you may contact us or access our Internal Dispute Resolution Service (IDRS) by using these details:

The Privacy Officer, Youi Pty Ltd
PO Box 849
Buddina, QLD 4575
Email: complaints@youi.com

We will promptly acknowledge your complaint, investigate it and determine the steps that we will undertake to resolve your complaint. We will contact you if we require any further information and will provide you with our decision once it is made. Once we have made our decision, we will also inform you of your right to take this matter to the Office of the Australian Information Commissioner (OAIC) together with contact details and the applicable timeframes applying to the OAIC.

The OAIC is the statutory body given the responsibility of complaint handling under the Privacy Act and is independent and will be impartial when dealing with your complaint. The OAIC will investigate your complaint, and where necessary, make a determination about your complaint, provided it is covered under the Privacy Act. You generally have 12 months from the date you became aware of your privacy issue to lodge your complaint with the OAIC.

You can contact the OAIC using these details:

Youi Pty Ltd
ABN 79 123 074733
AFSL No. 316511