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Privacy Policy


At Claims Management Australasia Pty Ltd (CMA) we are committed to protecting your privacy in accordance with the Privacy Act 1998 (Cth) and the Australian Privacy Principles. The Act was designed to protect individuals’ personal information. It does this by restricting the ways in which personal information may be used. This Privacy Policy describes our current policies and practices in relation to the collection, handling, use and disclosure of personal information. It also deals with how you can complain about a breach of the privacy laws and how you can access the personal information we hold and how to have that information corrected

Complying with the Privacy Act helps us to enhance our claims and client service.

What is personal information?
Personal information is information or opinion about an individual whose identity is apparent or can easily be ascertained from the information or opinion.

What is sensitive information?
Sensitive personal information is information or opinion about a person’s racial or ethnic origin, political opinions, membership of a political, trade or professional association or a trade union, religious or philosophical beliefs or affiliations, sexual preferences, criminal record or health, (including genetic or biometric information).

What information do we collect and how do we use it?
CMA may collect personal and sensitive information to enable us to effectively manage a claim or customer complaint. Personal and sensitive information enables CMA to contact claimants or their agents on behalf of our clients to investigate each claim effectively and efficiently to resolve the matter in the best interests of all parties.

When we manage a claim on your behalf, we only ask you for the information we need and we only use the information that we collect for the primary purpose(s) for which we collect it. These are:

  • investigate and assess claims;
  • contact claimants and clients about any matters relating to a claim;
  • effectively answer inquiries and /or process any approved payments;
  • report or obtain information from regulatory authorities;
  • undertake internal operational practices (i.e., administration, accounting and updating information technology systems);
  • practice effective risk management and prevent fraud.

This can include a broad range of information ranging from your name, address, contact details, age to other information about your personal affairs, including your financial situation, health and wellbeing.

Sometimes we also need to collect information about you from others. We provide this information to your insurer, or anyone we have appointed to assist us to consider your claim, e.g., loss adjusters, medical brokers etc., to enable us to consider your claim.

If you provide us with personal information about other individuals, we rely on you to have made them aware that you will or may provide this information to us, for the purposes detailed above. If you provide us with sensitive information, we rely on you to have obtained consent to do so.

We can only fully arrange to assist you with a claim, if we have all relevant information. We do not sell, trade, or rent your personal information to others.

How do we hold and protect your information?
We strive to maintain the reliability, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected, or to comply with any applicable legal or ethical reporting or document retention requirements.

We hold the information we collect from you in a working file, which when completed is securely electronically stored. We use a professional paper destruction company to destroy unwanted paper.

We ensure that your information is safe by protecting it from unauthorised access, modification and disclosure. We maintain physical security over our paper and electronic data and premises, by using locks and security systems. We also maintain computer and network security; for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords, to control access to computer systems where your information is stored.

Will we disclose the information we collect to anyone?
We may need to provide or disclose your information to contractors who supply services to us, e.g., the providers of our administration and computer systems that assist us to provide our services to you. However, we will take reasonable measures to ensure that they protect your information, as required under the Privacy Act.

We may provide your information to others if we are required to do so by law, you consent to the disclosure or under some unusual other circumstances which the Privacy Act permits.

How can you check, update or change the information we are holding?
Upon receipt of your written request and sufficient information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate, irrelevant, out of date or incomplete.

If you wish to access or correct your personal information, please write to our Privacy Officer at Claims Management Australasia Pty Ltd, PO Box 6009, Dural Delivery Centre, NSW 2158 as our Privacy Officer is responsible for all matters to do with privacy.

We do not charge for receiving a request for access to personal information or for complying with a correction request, however where the information requested is not a straightforward issue and will involve a considerable amount of time, then a charge will need to be confirmed for responding to the request for the information.

In some limited cases, we may need to refuse access to your information, or refuse a request for correction. We will advise you as soon as possible after your request if this is the case and the reasons for our refusal.

What happens if you want to complain?
If you have concerns about whether we have complied with the Privacy Act or this privacy Policy when collecting or handling your personal information, please write to our Privacy Officer at Claims Management Australasia Pty Ltd, PO Box 6009, Dural Delivery Centre, NSW 2158.

Your complaint will be considered by us through our Internal Complaints Resolution Process. We will acknowledge your complaint within 24 hours and we will respond with a decision within 30 days of you making the complaint. If we need to investigate your complaint and require further time, we will work with you to agree to an appropriate timeframe to investigate. We will provide you with information concerning referring your complaint to the Australian Financial Complaints Authority if we cannot resolve your complaint.

Website information and content.
The information provided on this website does not cover all aspects of the law on the relevant subject matter. Professional advice should be sought before any action is taken based upon the matters described and discussed on this site.

To the extent permitted by law, we make no representations about the suitability of the content of this site for any purpose. All content is provided without any warranty of any kind. We disclaim all warranties and conditions with regard to the content, including but not limited to all implied warranties and conditions of fitness for a particular purpose, title and non-infringement.

We will not be liable for any damages or injury caused by, including but not limited to, any failure of performance, error, omission, interruption, defect, delay in operation of transmission, computer virus, or line failure. To the extent permitted by law we will not be liable for any damages or injury, including but not limited to, special or consequential damages that result from the use of, or the inability to use, the materials in this site.

We believe the content of this site to be accurate, complete and current; however, there are no warranties as to the accuracy, completeness or currency of the content. It is your responsibility to verify any information before relying on it. The content of this site may include technical inaccuracies or typographical errors.

We reserve the right to modify the content of this site from time to time.

Anonymous data – We use technology to collect anonymous information about the use of our website, for example when you browse our website our service provider logs your server address, the date and time of your visit, the pages and links accessed and the type of browser used. It does not identify you personally and we only use this information for statistical purposes and to improve the content and functionality of our website, to better understand our clients and markets and to improve our services.

Cookies – In order to collect this anonymous data, we may use “cookies”. Cookies are small pieces of information which are sent to your browser and stored on your computer’s hard drive. Sometimes they identify users where the website requires information to be retained from one page to the next. This is purely to increase the functionality of the site. Cookies by themselves cannot be used to discover the identity of the user. Cookies do not damage your computer and you can set your browser to notify you when you receive a cookie so that you can decide if you want to accept it. Once you leave the site, the cookie is destroyed and no personal or other information about you is stored.

Forms – Our Website allows visitors to submit information via Self-Service forms (Claim Forms, Employment and Contact request). The information submitted via the Forms is not encrypted – an option is available for claim forms to be downloaded in PDF format for faxing. Should you be concerned about confidentiality of the claim information, this would be the recommended method.

Information collected via on-line forms is sent to our offices via EMAIL (not encrypted) and is also stored on a database which is accessible by Claims Management Australasia Pty Ltd, staff only (password protected).

We may use your information internally to help us improve our services and help resolve any problems.

Tell us what you think
We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact our Privacy Officer by email: or telephone 1300 133 903.