Important Information
Privacy Statement & Policy
The importance of your Privacy
We recognise the importance of protecting the privacy and rights of individuals in relation to their personal information. This document is our privacy policy and it tells you how we collect and manage your personal information.
We are committed to complying with the obligations of the Privacy Act 1988 (Cth) in how we collect, hold, use and share your personal and sensitive information. Sensitive information may include information about your claims history, health history, memberships and criminal record.
By requesting insurance from us, renewing or using any of our products or services you consent to the collection, use, disclosure of your personal and sensitive information for the purposes set out in our privacy policy.
You do not have to provide us with your personal information, but if you do not do so we may not be able to provide you with our products or services.
By visiting our website, applying for, renewing or using any of our products or services or providing us with your information, you agree to your information being collected, held, used and disclosed as set out in this Privacy Policy.
The information we collect
We collect your personal and sensitive information in order to enable us to offer our products and services to our customers, assess your application for insurance, determine whether to issue a policy and if we do so on what terms and conditions, administer and manage our products and services, investigate and handle any claims.
The information we collect and hold generally includes your name, address, date of birth and contact details (such as your phone number, fax number and/or email address). However we may also collect and hold other information required to provide services or assistance to you, including your gender, employment, details of your previous insurances, sensitive information (such as health information and criminal records) and your claims history.
How we collect your information
We may collect your information in various ways, including via telephone, our website, hard copy forms or email, during conversations between you or your representatives and us or our representatives, when you make a claim or when we investigate a claim under your insurance policy. Whenever you choose to deal with us directly, we will where possible collect this information directly from you.
There may be occasions when we collect your information from someone else. This may include your broker or financial adviser, our authorised representatives, other insurers, reinsurers, cedants and cover holders, professional associations or bodies, employers, our distributors, agents or related entities, medical practitioners and rehabilitation providers, another party involved in a claim, investigators, family members, anyone you have authorised to deal with us on your behalf, and/or our legal advisers and from publicly available sources.
On all occasions, your information is collected, held, used and disclosed by us in accordance with this Privacy Policy.
We may also seek to collect information about someone else from you (for example, if you request a product or service jointly with another person). However, you must not provide us with information about another person unless you have clear consent from that person to do so and let them know about this Privacy Policy and where to find it.
How we use your information
We will only use your information for the purposes for which it was collected and any other related purpose as permitted or required by law. Such purposes include but are not limited to:
- responding to your enquiries;
- providing you with the assistance you requested of us, our products and services (for example, processing requests for quotes, applications for insurance, underwriting and pricing policies, issuing you with a policy, managing claims, processing payments, etc);
- maintaining/administering your account and policies and processing payments you have authorised;
- quality assurance and training purposes; and
- any other purposes identified at the time of collecting your information.
We will only use your sensitive information for the purposes for which it was initially collected, other related purposes as set out in this Policy or purposes to which you otherwise consent.
If you are not a customer or claimant (for example, if you are a medical practitioner, investigator, expert witness, claimant or other third party), your information will only be used for the specific purpose or claim for which it was provided to us, unless you have consented to other uses.
To whom we may disclose your information
We may share your information with other parties who provide services to us or on our behalf including:
- reinsurers, brokers, cedants and cover holders, actuaries or other underwriting organisations;
- credit providers
- claim investigators, lawyers, claims adjusters, professional advisors, medical practitioners and/or other health providers, repairers, third party claim managers;
- the Financial Ombudsman Service / Australian Financial Complaints Authority (which is an external dispute resolution scheme);
- our external IT service providers, infrastructure and other third party service providers;
- government bodies, regulators, law enforcement agencies and other parties as required by law.
We will only disclose your sensitive information for the purposes for which it was initially collected, purposes as set out in this Policy, other directly related purposes or purposes to which you otherwise consent.
A small number of these recipients may be located outside of Australia. This would only occur where the product provider / intermediary is based overseas for some of the purposes listed above. In all such cases we commit to making reasonable enquiries to ensure that these organisations comply with their local privacy legislation where such legislation is comparable to the Australian legislation and to comply with the key components of Australian Privacy legislation in cases where their local legislation is considered inadequate or non existent.
Security of your information
We take reasonable steps (including any measures required by law) to ensure your information is protected and secure. We may hold your information in either electronic or hard copy.
However, no data protection and security measures are completely secure. Despite all the measures we have put in place, we cannot guarantee the security of your information, particularly in relation to transmissions over the internet as the internet is inherently insecure.
Accordingly, any information which you transmit to us is transmitted at your own risk. You must take care to ensure you protect your information (for example, by protecting your usernames and passwords, policy details, etc) and you should notify us as soon as possible after you become aware of any security breaches.
Accuracy
We will ensure that your personal information is accurate, up to date and complete. However, we rely on you to advise us of any changes to your information or corrections required to the information we hold about you. Please let us know as soon as possible if there are any changes to your information or if you believe the information we hold about you is not accurate, complete or up-to-date.
Access
You have the right to seek access to your personal information and correct it at any time by contacting us. We will, on written request, provide you with access to the information we hold about you unless otherwise required or permitted by law. We will notify you of the basis for any denial to access your information.
Complaints about Privacy
If you would like to make a complaint about how we have handled your personal information you may contact us using the contact details below. Your complaint will be referred to our Privacy Officer who will investigate the issue and determine the steps we will undertake to resolve your complaint. Your complaint can be lodged over the phone, via email, or you may wish to make an appointment with our Privacy Officer at a convenient time and location. We will do all that is reasonable in the circumstances to address your complaint.
The Privacy Officer
EOS Underwriting Pty Ltd
Level 5/ 99 Queen Street,
Melbourne, VIC 3000.
Email: [email protected]
Ph: + 61 3 9938 9294
Revision of our Privacy Policy
We reserve the right to revise this Privacy Policy or any part of it from time to time. Please review this policy periodically for changes. Any updated versions of this Privacy Policy will be posted on our website.
Your continued use of our websites, products or services, requesting our assistance, applying for or renewal of any of our products or services or the provision of further personal or sensitive information to us after this Privacy Policy has been revised, constitutes your acceptance of the revised Privacy Policy.
Financial Hardship
EOS Underwriting Pty Ltd (ABN 55 624 013 029, AFSL 506938) (“we”, “us” or “our”) is committed to supporting customers who are experiencing financial hardship, and ensuring they can access appropriate assistance.
Our approach to financial hardship support and our obligations under the General Insurance Code of Practice 2020 (“the Code”), to which we are a signatory is outlined below.
Under the Code, we are required to provide clear, accessible and easy-to-understand information about the financial hardship assistance available to our customers. We recognise that customers experiencing financial hardship may be vulnerable and are entitled to seek support from us.
We will assess requests for financial hardship assistance in a responsive, flexible and fair manner, considering each customer’s individual circumstances.
Financial hardship, is recognised as a form of vulnerability under the Code. We are committed to treating customers experiencing financial hardship with dignity, respect and understanding.
Your Right to Financial Hardship Support
If you are having difficulty meeting your financial obligations to us, you may be entitled to financial hardship assistance.
We encourage you to contact us as soon as possible if you are experiencing financial difficulty. You do not need to wait until you have missed a payment or your financial circumstances have become more difficult before requesting assistance.
When you contact us, we will seek to understand your circumstances and work with you to identify appropriate support options.
Any assistance will be considered on a case-by-case basis, having regard to your individual circumstances and our obligations under the Code.
Financial hardship can arise for a range of reasons, including injury, illness, loss of income, natural disasters or other unexpected circumstances.
How to Access Financial Hardship Support
If you are experiencing financial hardship, please speak with your broker and let them know about your circumstances. We will provide your broker with the appropriate Financial Hardship Support application form, and they can assist you with completing and submitting your application.
Alternatively, you may contact us directly to request financial hardship assistance using any of the contact methods provided below.
Phone: 03 9938 9294
Email: [email protected]
Post: Level 5, 99 Queen Street, Melbourne VIC 3000
Once we receive your request, we will communicate directly with you or your nominated representative regarding your application.
How We Assess Your Request
After you apply for financial hardship support, we may ask you to provide information or evidence to help us understand your circumstances. Requesting supporting information is a standard part of the assessment process, and we will consider all reasonable evidence provided.
Depending on your circumstances, supporting information may include:
- Evidence of a serious illness that prevents you from working or earning an income.
- Evidence of a disability, including a disability arising from mental illness.
- Centrelink statements, where you receive Centrelink benefits.
- Evidence of unemployment or loss of employment.
- Any other information you believe may be relevant to your circumstances.
This list is not exhaustive. If there is other information you believe may assist us in understanding your financial hardship, please provide it as part of your application.
We will only request information that is reasonably necessary to assess your application. Any personal information provided will be handled in accordance with our Privacy Policy, available at https://eosuw.com.au/
If You Are Eligible for Financial Hardship Support
If you are eligible for financial hardship assistance, we will work with you to identify an appropriate support option based on your individual circumstances.
Depending on your circumstances, available support may include:
- Offering payment by instalments.
- Deferring or extending payment terms.
- Placing recovery action on hold.
- Releasing or reducing a debt, where appropriate.
- Agreeing to accept a reduced lump-sum payment.
- Deducting an excess from a claim payment where a cash settlement applies.
- Waiving applicable cancellation fees.
- Reviewing or adjusting payment dates.
- Providing an emergency payment where appropriate.
- Fast-tracking a claim where appropriate.
- Considering other reasonable assistance options that may be suitable in your circumstances.
The options above are examples only and do not represent an exhaustive list of the assistance that may be available.
If You Are Not Eligible for Financial Hardship Support
If we determine that you are not eligible for financial hardship support, we will explain the reasons for our decision and provide you with further information about the outcome.
Where appropriate, we may also refer you to relevant independent support services that may be able to provide further assistance.
National Debt Helpline
- 1800 007 007
- https://ndh.org.au/
Good Shepherd Australia New Zealand
- 03 9495 9600
- https://goodshep.org.au/contact-us/
MoneySmart
- 13 11 14
- www.moneysmart.gov.au
Collection Agents and Solicitors Acting on Our Behalf
Any collection agents or solicitors engaged by us to act on our behalf are required to comply with all applicable laws, regulations and industry standards relating to debt collection.
EOS Vulnerable Customer
How we Support Customers Experiencing Vulnerability
We are committed to providing additional care and appropriate support to customers who may be experiencing vulnerability in relation to retail insurance.
We recognise that vulnerability affects people in different ways and that support needs may vary depending on individual circumstances, which may change over time.
Vulnerability can arise from a range of factors, including:
- Age
- Disability.
- Mental health conditions.
- Physical health conditions.
- Family or domestic violence.
- Language or literacy barriers.
- Cultural background.
- Aboriginal or Torres Strait Islander status.
- Living in a remote or isolated location.
- Financial distress
- Other personal or financial circumstances causing significant detriment.
These examples are not exhaustive, and a person may experience vulnerability for one or more reasons. However, being included in one or more of these categories does not necessarily mean that a person is experiencing vulnerability. Vulnerability is individual and may depend on a person’s particular circumstances and needs.
If you are experiencing circumstances that may affect your ability to access, understand or manage your insurance, we encourage you to let us know. Sharing this information will help us understand your needs and work with you to identify appropriate support.
You can tell us about your circumstances at any time, and you may also nominate a representative to communicate with us on your behalf where appropriate.
We will treat information about your circumstances sensitively and respectfully, in accordance with our Privacy Policy, available at https://eosuw.com.au/
You can contact us on 03 9938 9294 or at [email protected]
We have policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you. This can include fast-tracking claims if you have an urgent financial need, payment options for your claims excess, or putting on hold an action to recover an amount from you if we identify you are experiencing financial hardship. Please refer to our Financial Hardship information section for further details.
We can provide you with support if you are affected by family violence. Please refer to our Family Violence information section for further details.
We are committed to treating people who have experienced, or are currently experiencing, mental health conditions with fairness, dignity and respect. We have initiatives in place to promote employee awareness and understanding of mental health and to ensure our people are equipped to respond appropriately to customers who may be experiencing vulnerability. Our products and services have been designed in accordance with applicable anti-discrimination laws and our commitment to fair and equitable treatment of people experiencing mental health conditions.
Helpful Assistance Services
Interpreting and other assistance services
Government Translation and Interpretation Services
Immediate phone interpreting (24 hours, every day of the year)
Phone: 131 450 (within Australia)
Phone: +613 9268 8332 (outside Australia)
ATIS phone interpreting (24 hours, every day of the year)
Phone: 1800 131 450
Free Interpreting Service (enquiries about free services)
Phone: 1300 575 847
Email: [email protected]
The National Relay Service (NRS)
This is an Australia-wide telephone access service available to customers who are deaf or have a hearing or speech impediment)
Voice: 1300 555 727
TTY: 133 677
SMS: 0432 677 767
Support
Wesley LifeForce service finder
This provides a tool for suicide prevention services and crisis support to people most at risk. Connect to a range of local services in your area. Visit Wesley Lifeforce service finder.
IDCare
This service supports Australians concerned with issues relating to misuse of their identity or cyber security. Call 1800 655 556 (Monday to Friday, 8am – 5pm AEST) or submit a web request.
1800 RESPECT
This is a free and confidential service for family and domestic violence support. Call 1800 737 732 (available 24/7).
Beyond Blue
This provides information and support for depression, anxiety and suicidal thoughts. Call 1300 224 636 for immediate support (available 24/7).
Lifeline
This is a free and confidential 24-hour crisis support and suicide prevention service. Call 13 11 14 (available 24/7).
Griefline
This is a 24-hour crisis support for people experiencing grief. Ph 1300 845 745.
MENSLINE
Phone: 1300 78 99 78
Website: mensline.org.au
24/7 support, information and referral service for men with family and relationship issues.
Advocare
This provides a range of advocacy and information services specially designed to assist older people, their families and carers. Call 1800 655 566.
Services Australia
Delivers government payments and services. If eligible, social work services can provide support, counselling and information in difficult times. Visit Services Australia for contact information.
National Debt Helpline
Provides free financial counselling that helps people in Australia manage debt problems. Call 1800 007 007 (Monday to Friday, 9:30am – 4:30 pm).
Mob Strong Debt Helpline
Provides free and confidential financial counselling to assist Indigenous Australians. Call 1800 808 488
National Association of Community Legal Centres – an independent not for profit community organisation tat provides legal and related services to the public, disadvantaged people and people with special needs. Ph 02 9264 9595
Complaints Handling
Complaints and disputes
If you have any concerns or wish to make a complaint in relation to a policy, our services or your insurance claim, please let us know and we will attempt to resolve your concerns in accordance with our Internal Dispute Resolution procedure.
Please contact EOS Underwriting Pty Ltd in the first instance:
The Complaints Officer
EOS Underwriting Pty Ltd
Level 5/99 Queen St
Melbourne, VIC 3000
Ph 03 9938 9294
c[email protected]
We will acknowledge receipt of your complaint and do our utmost to resolve the complaint to your satisfaction within 10 business days. If we cannot resolve your complaint to your satisfaction, we will escalate your matter to Lloyd’s Australia who will determine whether it will be reviewed by their office or the Lloyd’s UK Complaints team.
Lloyd’s contact details are:
Lloyd’s Australia Limited
Email: [email protected]
Telephone: (02) 8298 0783
Post: PO Box R1745 Royal Exchange NSW 1225
A final decision will be provided to you within 30 calendar days of the date on which you first made the complaint unless certain exceptions apply. You may refer your complaint to the Australian Financial Complaints Authority (AFCA), if your complaint is not resolved to your satisfaction within 30 calendar days of the date on which you first made the complaint or at any time.
AFCA can be contacted as follows:
Telephone: 1800 931 678
Email: [email protected]
Post: GPO Box 3 Melbourne VIC 3001
Website: www.afca.org.au
Your complaint must be referred to AFCA within 2 years of the final decision, unless AFCA considers special circumstances apply. If your complaint is not eligible for consideration by AFCA, you may be referred to the Financial Ombudsman Service (UK) or you can seek independent legal advice. You can also access any other external dispute resolution or other options that may be available to you.
Code of Practice
The General Insurance Code of Practice
We are a signatory to the General Code of Practice and are committed to supporting its objectives. The Code aims to raise standards of practice and service in the general insurance industry.
If You would like further information about the Code please contact Us.
You can view the code at: www.codeofpractice.com.au.
Domestic & Financial Abuse Policy
Introduction
EOS Underwriting Pty Ltd (‘EOS’) is committed to the highest standards of compliance with the applicable Australian domestic and/or financial abuse laws and seek to follow best practice wherever possible. As an Australian Financial Services Licensee we have a legal obligation under Section 912 A of the Corporations Act to provide our services ”efficiently, honestly and fairly”. In addition we are committed to acting as a good corporate citizen with a focus on treating all of our clients in a similar fashion to the way that we would like to be treated.
As part of this commitment we have implemented this Domestic and Financial Abuse Policy. It is also noted that we have an obligation under the General Insurance Code of Practice (The Code) (General Insurance Code of Practice 2020) to have a Family Violence Policy and Procedure in place when we are acting as agent for an insurer, for example when we are acting under a binder.
In Australian law, ‘family violence’ is defined in the Family Law Act 1975 (Cth) Section 4AB as violent, threatening or other behaviour by a person that coerces or controls a member of the person’s family or causes the family member to be fearful.
In most states and territories, the law recognises economic abuse as a form of family violence. Around Australia, laws are changing to reflect the broader issues confronting people who are experiencing family violence. Family violence means much more than physical violence. It includes emotional abuse, psychological abuse, sexual abuse, financial or economic abuse; and damage to property.
Policy Objective
At EOS we aim to deliver insurance products that benefit Australian businesses and individuals. However we acknowledge that some of our customers may be in vulnerable circumstances due to experiencing domestic and/or financial abuse. We aim to provide our affected customers with safe, supportive, flexible support and solutions wherever possible. Our domestic and financial abuse policy contains the following objectives:
- Making sure that safety is paramount for anyone affected by family violence;
- Early recognition of family violence;
- Training to improve Representatives’ responses to someone affected by family violence;
- Protecting private and confidential information of clients affected by family violence;
- Minimising the number of times a client affected by family violence needs to disclose information about family violence;
- Ensuring appropriate and sensitive claims handling processes for claimants affected by family violence;
- Ensuring collection arrangements are handled sensitively;
- Referring clients to access to Financial Hardship help;
- Informing clients and Representatives about information and assistance available to people experiencing family violence;
- Referring clients and Representatives to specialist services; and
- Supporting Representatives who are affected by family violence or experience vicarious trauma after serving affected clients.
How We Can Help
If you are affected by domestic and/or financial abuse we are committed to supporting you through your difficult time in accordance with the above objectives and more specifically:
Protecting your privacy
We understand that privacy and confidentiality are critical in any domestic and/or financial abuse situation. We will take care to protect your privacy in accordance with our Privacy Policy. This may include changing your personal or policy details, updating contact details, finding safe methods of communication, changing addresses for correspondence sent to you.
Claims
We will ensure our claims handling service providers are compliant with the Australian domestic and financial abuse laws and have an appropriate and sensitive claims handling process. Please note we do not have authority to handle claims on behalf of insurers. If you require details of who you should contact please contact EOS on (03) 9938 9294.
Accessing Assistance
There are a number of services available if you are experiencing domestic and/or financial abuse or violence. We have listed below some services which may be able to assist you.
Legal & Financial Support:
- National Debt Helpline – free confidential independent financial advice Ph 1800 007 007
- Legal Aid NSW – Ph 1300 888 259
- Legal Aid VIC – Ph 1300 792 387
- Legal Aid WA – Ph 1300 650 579
- Legal Aid QLD – Ph 1300 651 188
- Legal Aid Commission of TAS – Ph 1300 366 611
- Legal Services Commission of SA – Ph 1300 366 424
- Northern Territory Legal Aid Commission – Ph 1800 019 343
Counselling & Assistance:
- 1800 RESPECT – Ph 1800RESPECT telephone or online counselling, information on safety planning for anyone who is at risk of domestic violence or abuse.
- Lifeline – Ph 13 11 14 provides 24 hour crisis support and suicide prevention.
- Relationships Australia – Ph 1300 364 277 provides support groups and counselling on relationships and for abused and abusive partners.
- Aboriginal Family Domestic Violence – Ph 1800 019 123 dedicated line for Aboriginal victims of crime who would like information on victim’s rights, how to access counselling and support financial assistance.
- Mensline Australia – Ph 1300 789 978 provides telephone and online support for men with family and relationship concerns.
- Child Protection Helpline – Ph 132 111.
- Kids Helpline – Ph 1800 551 800 telephone and online counselling for young people between the ages of 5 years and 25 years.
This policy applies only to our clients that meet the definition of “Retail Insurance” as defined in The Code.
Terms and Conditions
Important Information
This website is intended for use by Australian wholesale clients and licensed financial services providers only. The website is operated in accordance with applicable Australian laws, regulations and regulatory requirements.
By accessing or using this website, you acknowledge and agree to be bound by these terms and conditions of use (the “Terms of Use”), which form a legally binding agreement between you and EOS Underwriting. If you do not agree to these Terms of Use, you must not access or use this website.
Use of Information
The information provided on this website is intended for general information purposes only. It does not take into account your individual circumstances, objectives or needs.
You should contact us or speak with your financial services provider before making any decisions about our products or services, to determine whether they are appropriate for your particular circumstances.
We take reasonable steps to ensure that information published on this website is accurate and current when provided. However, information and circumstances may change over time, and we cannot guarantee that all information will remain accurate, complete or up to date.
EOS Underwriting provides the information on this website in good faith and makes reasonable efforts to verify its accuracy at the time of publication.
Changes to the Website and Terms of Use
EOS Underwriting reserves the right to modify, update or remove content from this website, including these Terms of Use, at any time and without prior notice.
Any changes to the Terms of Use will be published on this website. Your continued access to or use of the website following the publication of any changes constitutes your acceptance of the revised Terms of Use.
Disclaimer
To the fullest extent permitted by law, we make no representations or warranties, express or implied, regarding the website or its content, including its accuracy, completeness, reliability or suitability for any particular purpose.
To the fullest extent permitted by law, EOS Underwriting and its directors, employees and agents will not be liable for any loss or damage arising from or in connection with:
- your access to or use of this website;
- reliance on information or content provided on this website;
- any interruption, suspension or unavailability of the website or its content; or
- any errors, omissions or inaccuracies contained on the website.
Nothing in these Terms of Use is intended to exclude, restrict or modify any rights, remedies, guarantees or liabilities that cannot lawfully be excluded, restricted or modified under applicable law.
Links to Other Websites
This website may contain links to third-party websites or webpages that are not operated or controlled by EOS Underwriting. These links are provided for convenience only. The inclusion of a link does not constitute an endorsement, recommendation or approval of the linked website, its content, products or services.
EOS Underwriting does not accept responsibility or liability for the availability, accuracy, content, security or privacy practices of any third-party website accessed through a link on this website.
Copyright
All copyright and other intellectual property rights in the design, text, graphics, content and other materials displayed on this website, including their selection and arrangement, are owned by EOS Underwriting or used with the permission of the relevant rights holder.
You may browse this website and electronically copy or print reasonable portions of its content solely for your personal, non-commercial use.
Unless otherwise permitted by law or with our prior written consent, you must not reproduce, modify, adapt, distribute, publish, republish or otherwise use any material from this website for any other purpose.
Trade Marks
The EOS Underwriting name, trade marks and logos are owned by EOS Underwriting Pty Ltd. All other trade marks, product names, company names and logos appearing on this website are the property of their respective owners or are used under licence.
Nothing on this website grants you any licence or right to use any trade mark, product name, company name, logo or other intellectual property without the prior written consent of the relevant owner or as otherwise permitted by law.
Applicable Law
These Terms of Use are governed by and construed in accordance with the laws of Australia. Any dispute arising out of or in connection with these Terms of Use or your use of this website will be subject to the jurisdiction of the applicable Australian courts.
If any provision of these Terms of Use is determined to be unlawful, invalid or unenforceable, that provision will be treated as severable to the extent required, without affecting the validity or enforceability of the remaining provisions.