Last updated 13th June 2023
But first, the legal stuff.
Youi Pty Ltd (ABN 79 123 074 733) (“Youi”) is an Australian Financial Services Licensee (AFSL No. 316 511) regulated by the Australian Prudential Regulation Authority (“APRA”) and the Australian Securities and Investments Commission (“ASIC”).
- 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 see and where necessary, correct personal information about themselves; and
- limiting the use of personal information.
Australian Privacy Principles
The APPs regulate the way that companies collect, use, secure and disclose personal information under the Privacy Act. Information that can be used to identify a person, inclusive of their name, address, telephone number, age, and previous and current insurance experience is deemed to be ‘personal information’ within the Privacy Act.
The APPs are designed to ensure the responsible collection, storage, and handling of personal information by companies. They also provide people with the right to know what personal information is currently being held about them , a right to correct that information if it is inaccurate, and aim to stop companies disclosing personal information without a person’s prior consent.
PERSONAL INFORMATION WE COLLECT AND HOLD
We will collect personal information from you and other individuals that is relevant to providing our products and services to you.
The personal information we collect and/or hold about you and other individuals (such as your partner, spouse, children or co-insured) 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 your claims history, where your vehicle is stored and how often it is used and your driving history, including telematics and/or roadside assistance data.
- location data when using our app/s. An example of this is our Youi app, which uses your location data to provide more relevant partner searches.
- 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.
- health information.
- information from use of our website, mobile apps, or cookies including the day and time of your visit, whether you have visited our website previously, your IP address, location, and web preferences.
- personal information which is either required to acquire a product or service or needed during the lifecycle of that product or service.
- information you provide us.
We may also collect other sensitive personal information such as criminal records where this sensitive personal information is relevant to underwriting an insurance policy or assessing a claim.
HOW WE COLLECT PERSONAL INFORMATION
Youi generally collects your personal information directly from you or indirectly via third parties or a third-party source.
Direct collection is where you personally provide your personal information to us.
We will collect your personal information directly from you via in-person or electronic communication including:
- forms on our website
- telephone conversation
- mobile apps
- in writing, including hardcopy forms
- in person
Youi also records telephone conversations for evidentiary, contractual, training and quality control purposes.
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 below.
We will also collect your personal information indirectly via our website and mobile apps.
One example of information we collect indirectly is through our internet access logs. As is true of most websites, we gather certain information automatically. This information may include internet protocol (IP) addresses, device ID, User ID or other identifier, OS version, app version, browser type, internet service provider (ISP), referring exit pages, the files viewed on our site (e.g. HTML pages, graphics, etc.), date/time stamp, and/or clickstream data to analyse trends in aggregate form and to administer the site.
Youi mobile apps may collect exception or crash information to assist our developers in providing a better product. Any crash/exception data that is collected is available to Youi technical employees only.
We may also collect your personal information from publicly available sources, such as social media websites.
TABLE A: ENTITIES WE MAY COLLECT AND PROCESS PERSONAL INFORMATION THROUGH
|Our Service Providers
|Such as our investigators, assessors, outsourced claims providers, repairers, lawyers, experts, suppliers, data centre service providers, sub contractors, IT infrastructure, software and data platform providers.
Collection of information about another person
When we collect personal information from you about someone else
- We, or the relevant Table A Parties on our behalf, may seek to collect personal information about another person from you if, for example, you:
- apply for a product or service jointly with another person; or
- have personal information about another person which is relevant to a claim such as the contact details to a witness of an event for which you are claiming.
If you provide us or the relevant Table A Parties with personal information about another person, then you must:
- have their consent to do so;
- tell the other person that you are disclosing their personal information to us; and
Unless we are required to do so, or the APPs or another law permit us to do so, we will use our own identifiers and not those assigned by government. You can read more about what ‘identifiers’ are in the Privacy Act.
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.
USE AND DISCLOSURE OF PERSONAL INFORMATION
We will use and disclose your personal information for the purposes we collected it, as well as purposes that are related, and will disclose your personal information to Table A Parties where you would reasonably expect us to.
We, or the relevant Table A Parties on our behalf, may collect, hold and use your personal information, and disclose your personal information to the relevant Table A Parties for the purposes of:
- confirming your identity;
- handling your enquiries;
- considering your application for a product or service;
- pricing an insurance policy (including deciding what excess to offer and ascertaining if any discounts are available);
- providing a product or service;
- 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;
- 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.
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, SMS, phone 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.
You may “opt out” of receiving direct marketing communications by clicking on the unsubscribe’ feature within the communication. If you opt out of or unsubscribe from our marketing functions, you will still receive communications about the products you hold with us or the services you use. For example, we will still email you renewal notices.
Disclosure to overseas recipients
If your personal information is collected or supplied 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 New Zealand and South Africa, and to certain Service Providers listed in Table A that are based overseas, including in the United States of America. 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.
RESIDENTS IN THE EUROPEAN UNION
Where applicable, residents in the European Union have the following additional rights in relation to your personal information:
- You have the right to obtain information from us as to whether your personal information is being used, and if so, for what purpose, free of charge.
- You have the right to request we delete your personal information in certain circumstances, including where the information is no longer required for the purpose for which it was collected, or you withdraw consent and there is no other legal ground for processing the personal information.
- You have the right to object to the processing of your personal information, where the legal justification for the processing of the information is a legitimate business interest or for direct marketing.
- You have the right to receive a copy of your personal information we hold in a structured, electronic format, and to transmit such data to another data controller, where this is (a) personal information which you have provided to us, (b) if we are processing that information on the basis of your consent or to perform a contract with you and (c) where the processing is carried out by automated means.
- You have the right to request the rectification of inaccurate or incomplete personal information from us without undue delay.
- You have the right to restrict the processing of your personal information by us where you contest the accuracy of your personal information. The restriction may be temporary to enable Youi to verify the accuracy of your personal information.
STORAGE AND SECURITY OF PERSONAL INFORMATION
- We hold personal information electronically and sometimes in hard copy. The security of your personal information is very important and we’re committed to processes so your personal information is managed using generally accepted data security standards.
- 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. If you would like to seek correction of your personal information please contact us using the details below.
- If you live in Australia, call one of our consultants on 13 YOUI (9684)
- If you live overseas, call one of our consultants on +61 7 3719 4800
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).
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 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 have 12 months from the date you became aware of your privacy issue to lodge your complaint with the OAIC.
Office of the Australian Information Commissioner Post: GPO Box 5218, Sydney NSW 2001
Youi Pty Ltd
ABN 79 123 074733
AFSL No. 316511