Privacy Policy

KeyInsure is the trading name of Mod Insurance Pty Ltd (ABN 27 629 082 300), a Corporate Authorised Representative of Community Broker Network Pty Ltd (AFSL 233750). We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy applies to the personal information we handle about our clients, prospective clients, referral partners and anyone who uses our website, the KeyInsure client portal or the referral partner portal. Our licensee, Community Broker Network Pty Ltd (CBN), also maintains a Privacy Policy explaining how it handles personal information. You can read CBN’s Privacy Policy at www.cbn.au/privacy-policy.

The kinds of personal information we collect depend on the services you ask us for. They may include:

• your name, date of birth, contact details and, where relevant, identification documents;
• details of your business, property, vehicles or other assets to be insured, and your insurance and claims history;
• information needed to assess a claim, such as incident details, photographs, invoices and reports;
• financial information where you ask us to arrange premium funding or where it is needed to arrange cover;
• for referral partners, your business details, ABN, licensing information and bank details for referral payments;
• information about how you use our website and portals, such as login records and the consents you have given.

Some insurance products require sensitive information, such as health information for personal accident, travel or certain claims. We collect sensitive information only with your consent, or where the law permits, and use it only for the purpose it was collected.

Where practicable, you may deal with us anonymously or by using a pseudonym, such as when making a general enquiry. However, we may need to verify your identity to provide insurance services or comply with legal requirements.

If you provide us with personal information about another individual, you must ensure that you are authorised to do so and that the individual has been appropriately notified or has consented where required by law.

From you directly

We collect your information from you directly whenever we can — for example, when you request a quote, complete a proposal, lodge a claim, use the client portal or contact us by phone, email or through our website.

From other sources

Sometimes we collect information about you from other sources, as the Privacy Act permits. We do this only where it is reasonably necessary, for example where:

• insurers, underwriting agencies, premium funders or claims assessors provide information about a policy or claim we are handling for you;
• a referral partner introduces you to us and passes on your contact details with your consent;
• we cannot reach you and rely on publicly available information to update your contact details;
• we exchange information with your legal, financial or other advisers or representatives.

When the law requires it

Some laws require us to collect personal information, for example to verify your identity under anti-money laundering legislation, or to meet our obligations under insurance and financial services law.

We may use your information for purposes including:

• obtaining quotes and arranging, renewing, varying or cancelling your insurance;
• giving you advice and recommendations about your insurance needs;
• lodging and managing claims on your behalf;
• arranging premium funding where you ask us to;
• administering our services, such as answering your requests, issuing invoices and handling complaints;
• verifying your identity and protecting against fraud;
• telling you about products or services that may be of interest to you, unless you tell us not to;
• running our business efficiently and meeting our legal and regulatory obligations;
• any other purpose you have consented to.

You can tell us at any time that you no longer wish to receive marketing communications from us. Clients can change this preference in the client portal, or by contacting us, and we will act on it as soon as practicable.

If you do not provide the information we ask for, it may not be possible for us to arrange or renew cover that suits your circumstances, to progress a claim, to verify your identity, or to let you know about products or services that may suit your needs. Depending on the type of insurance, you may have a duty to take reasonable care not to make a misrepresentation or a duty of disclosure under the Insurance Contracts Act 1984 (Cth). We will explain the applicable duty when arranging your insurance.

We share your information only where it is needed to provide our services to you, where you have consented, or where the law requires or permits it. Those we may share it with include:

• insurers and underwriting agencies, to obtain quotes and arrange, renew or vary your cover;
• our licensee, Community Broker Network Pty Ltd, and the Steadfast network it belongs to, including the broking systems and member services that network provides;
• premium funders, where you ask us to arrange premium funding;
• claims assessors, loss adjusters, repairers, investigators, lawyers and other parties involved in handling a claim;
• your representatives or advisers, such as your accountant, lawyer or mortgage broker, and any person acting on your behalf;
• the referral partner who introduced you to us, limited to your contact details and the progress of your referral, and only where you have agreed to this;
• service providers that help us run our business, such as IT, software, hosting, mailing and document storage providers;
• organisations that help identify, investigate or prevent fraud or other misconduct;
• government, regulatory or law enforcement bodies where required or authorised by law;
• any other party you consent to us sharing your information with.

We do not sell your personal information. Where we share information with service providers, we take reasonable steps to ensure they use it only for the purpose we provide it and protect it appropriately.

We store personal information in Australia. Our systems, including the KeyInsure client portal and the referral partner portal, are hosted in Australia, and we do not routinely disclose personal information to overseas recipients.

Some insurers or underwriting agencies, particularly for travel or specialist covers, may be based outside Australia. Where arranging your cover would involve disclosing information to an overseas insurer, we will tell you before we do so.

When you use the KeyInsure client portal or the referral partner portal, we record the consents you give us. These include your confirmation that the information you have provided is accurate, your consent for us to collect and use your information to provide insurance services in accordance with this policy, your choice to receive documents electronically, and your marketing preference. You can see the consents you have given in the portal at any time.

If you have agreed to receive documents electronically, we may send policy documents, invoices, renewal notices and other communications by email or make them available to you in the portal, instead of sending them in paper form. Please keep your email address current, check it regularly and make sure emails from us are not blocked. You can ask us at any time to receive documents on paper instead.

We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure, including access controls on our systems and portals, staff training and secure arrangements with our service providers. We keep your information for as long as it is needed to provide our services and to meet our legal and regulatory record-keeping obligations, after which we take reasonable steps to destroy or de-identify it.

You can ask us at any time to see the personal information we hold about you, or to correct it if it is inaccurate, out of date, incomplete or misleading. Please contact us using the details below. We may need to verify your identity before responding, and we will respond within a reasonable time. If we are unable to give you access or make a correction, we will tell you why.

If you have a concern about how we have handled your personal information, please contact us using the details below. We will investigate your complaint and respond to you, and may refer the matter to our licensee, Community Broker Network Pty Ltd (CBN), where appropriate.

Where a privacy complaint is referred to CBN, it will be handled in accordance with CBN’s privacy complaints process, which provides for investigation by its Privacy Officer and written notification of the outcome. CBN aims to resolve privacy complaints within 14 working days. If more time is required, CBN will advise you of the expected timeframe.

Our Disputes or Complaints page provides further information about our general complaints handling process.

If you are not satisfied with the response to your privacy complaint, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au or on 1300 363 992.

We may update this policy from time to time to reflect changes in our practices or the law. The current version is always available on this page, with the date it was last updated shown at the top.