Wise and Silent Pty Ltd (ABN 27 654 979 781) (we, us or our), understands that protecting your personal information is important. This Privacy Policy sets out our commitment to protecting the privacy of personal information provided to us, or otherwise collected by us when providing our website, introducing you to the insurance provider and assisting with the issuance of your insurance policy (Services) or when otherwise interacting with you.
The information we collect
Personal information: is information or an opinion, whether true or not and whether recorded in a material form or not, about an individual who is identified or reasonably identifiable.
The types of personal information we may collect about you include:
- Identity Dataincluding first name, middle name, last name and date of birth.
- Contact Data including billing address, delivery address, email address, telephone numbers, your travel plans, employment and income information for cancellation.
- Financial Data including bank account and payment card details (through our third party payment processor, Stripe.
- Background Verification Data including your passport number, driver licence number, photographic identification or other details requested as part of our onboarding or verification process to comply with our due diligence obligations, anti-money laundering laws and related ongoing monitoring commitments.
- Transaction Data including details about payments to you from us and other details of products and services you have purchased from us.
- Technical and Usage Data including internet protocol (IP) address, your login data, your browser session and geo-location data, device and network information, statistics on page views and sessions, acquisition sources, search queries and/or browsing behaviour, information about your access and use of our website, including through the use of Internet cookies, your communications with our website, the type of browser you are using, the type of operating system you are using and the domain name of your Internet service provider.
- Profile Data including purchases or orders you have made with us, support requests you have made, your interests, preferences, feedback and survey responses.
- Interaction Data including information you provide to us when you participate in any interactive features of our Services, including surveys, contests, promotions, activities or events.
- Marketing and Communications Data including your preferences in receiving marketing from us and our third parties and your communication preferences.
Sensitive information is a sub-set of personal information that is given a higher level of protection. Sensitive information means information relating to your racial or ethnic origin, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information. In the course of providing our Services, we may collect, or come across such sensitive information in different situations, including when the insurance provider collects your health information, or when we need to provide health information to medical practitioners. The types of health information we collect include:
- information about your medical history and the medical history of any other person you wish to insure; and
- health information about anyone who requires assistance under their travel insurance policy.
How we collect personal information
We collect personal information in a variety of ways, including:
- Directly: We collect personal information which you directly provide to us, including through the ‘Get a Quote’ form on our website or when you request our assistance via email or over the telephone.
- Indirectly: We may collect personal information which you indirectly provide to us while interacting with us, such as when you use our website, in emails, over the telephone and in your online queries.
- From third parties: We collect personal information from third parties, such as details of your use of our website from our analytics and cookie providers and marketing providers. We may collect information from your travel consultant, the primary policy holder and your travel companion (specifically during emergencies). We also receive personal information from the third party insurance providers we partner with, whether via API or otherwise. See the “Cookies” section below for more detail on the use of cookies.
- From publicly available sources: We collect personal data from publicly available resources such as the Australian Securities and Investment Commission (ASIC).
Why we collect, hold, use and disclose personal information
We have set out below, in a table format, a description of the purposes for which we plan to collect, hold, use and disclose your personal information.
To assess whether to take you on as a new client, including to perform anti-money laundering, anti-terrorism, sanction screening, fraud and other background checks on you and to carry out any debt-recovery functions.
- Identity Data
- Contact Data
- Background Verification Data
To provide our Services to you, including to provide you with a quote, assess your application, introduce you to the insurance provider, assist with the issuance of your insurance policy or any variations to your insurance policy and provide you with assistance when travelling. We may also use this information when assisting with evaluating whether you require emergency care and providing any medical and non-medical assistance.
- Identity Data
- Contact Data
To contact and communicate with you about our Services including in response to any support requests or complaints you lodge with us or other enquiries you make with us.
- Identity Data
- Contact Data
- Profile Data
To contact and communicate with you about any enquiries you make with us via our website.
- Identity Data
- Contact Data
For internal record keeping, administrative, invoicing and billing purposes.
- Identity Data
- Contact Data
- Financial Data
- Transaction Data
For analytics including profiling on our website, market research and business development, including to operate and improve our Services, associated applications and associated social media platforms.
- Profile Data
- Technical and Usage Data
For advertising and marketing, including to send you promotional information about our events and experiences and information that we consider may be of interest to you. You are able to withdraw your consent to receiving this advertising and marketing by contacting us using the contact details on our Site or via the unsubscribe function in our communications.
- Identity Data
- Contact Data
- Technical and Usage Data
- Profile Data
- Marketing and Communications Data
To run promotions, competitions and/or offer additional benefits to you.
- Identity Data
- Contact Data
- Profile Data
- Interaction Data
- Marketing and Communications Data
To comply with our legal obligations or if otherwise required or authorised by law.
- Any relevant Personal Information
Sensitive information: We only collect, hold, use and disclose sensitive information for the following purposes:
- any purposes you consent to;
- the primary purpose for which it is collected, to assist with arranging travel insurance and travel related products and services, make a determination on a claim or to provide you with medical assistance;
- secondary purposes that are directly related to the primary purpose for which it was collected, including disclosure to the below listed third parties as reasonably necessary to provide our Services to you;
- to contact emergency services, or to speak with your family, partner or support person where we reasonably believe there is a serious risk to the life, health or safety of you or another person and it is impracticable for us to obtain your consent; and
- if otherwise required or authorised by law.
- Any relevant Personal Information
Our disclosures of personal information to third parties
We may disclose personal information to:
The types of personal information we may collect about you include:
- The travel insurance provider that we are an authorised representative of;
- your travel agent, broker or consultant;
- travel consultants and wholesale travel agencies;
- your employer;
- claims administrators;
- investigators, in relation to claims;
- translators, for claims and assistance;
- goods replacement suppliers to settle your claim;
- banks and foreign currency providers to settle your claim;
- family members in the case of a medical emergency;
- our employees, contractors and/or related entities;
- IT service providers, data storage, web-hosting and server providers;
- marketing or advertising providers such as hosted CRM and DMP providers;
- professional advisors, bankers, auditors, our insurers and insurance brokers;
- payment systems operators such as Stripe;
- our existing or potential agents or business partners;
- sponsors or promoters of any promotions or competition we run;
- anyone to whom our business or assets (or any part of them) are, or may (in good faith) be, transferred;
- courts, tribunals and regulatory authorities, in the event you fail to pay for goods or services we have provided to you;
- courts, tribunals, regulatory authorities and law enforcement officers, as required or authorised by law, in connection with any actual or prospective legal proceedings, or in order to establish, exercise or defend our legal rights;
- third parties to collect and process data, such as Google Analytics (To find out how Google uses data when you use third party websites or applications, please see www.google.com/policies/privacy/partners/ or any other URL Google may use from time to time), Meta Pixel or other relevant analytics businesses; and
- any other third parties as required or permitted by law, such as where we receive a subpoena.
Before discussing any information with any third parties, such as a relative or companion, we will obtain consent from you, your parent or guardian, power of attorney or executor.
Google Analytics: We may have enabled Google Analytics Advertising Features including Remarketing Features, Advertising Reporting Features, Demographics and Interest Reports, Store Visits, Google Display Network Impression reporting etc. We and third-party vendors may use first-party cookies (such as the Google Analytics cookie) or other first-party identifiers, and third-party cookies (such as Google advertising cookies) or other third-party identifiers together.
You can opt-out of Google Analytics Advertising Features including using a Google Analytics Opt-out Browser add-on found here. To opt-out of personalised ad delivery on the Google content network, please visit Google’s Ads Preferences Manager here or if you wish to opt-out permanently even when all cookies are deleted from your browser you can install their plugin here. To opt out of interest-based ads on mobile devices, please follow these instructions for your mobile device: On android open the Google Settings app on your device and select “ads” to control the settings. On iOS devices with iOS 6 and above use Apple’s advertising identifier. To learn more about limiting ad tracking using this identifier, visit the settings menu on your device.
Overseas disclosure
We may store personal information overseas to provide you with medical and non-medical assistance, receive travel and risk intelligence alerts, or to progress and assess your claim. Where we disclose your personal information to the third parties listed above, these third parties may also store, transfer or access personal information outside of Australia. We will only disclose your personal information overseas in accordance with the Australian Privacy Principles.
Your rights and controlling your personal information
Your choice: Please read this Privacy Policy carefully. If you provide personal information to us, you understand we will collect, hold, use and disclose your personal information in accordance with this Privacy Policy. You do not have to provide personal information to us, however, if you do not, it may affect our ability to provide our Services to you and your use of our Services.
Information from third parties: If we receive personal information about you from a third party, we will protect it as set out in this Privacy Policy. If you are a third party providing personal information about somebody else, you represent and warrant that you have such person’s consent to provide the personal information to us.
Restrict and unsubscribe: To object to processing for direct marketing/unsubscribe from our email database or opt-out of communications (including marketing communications), please contact us using the details below or opt-out using the opt-out facilities provided in the communication.
Access: You may request access to the personal information that we hold about you. An administrative fee may be payable for the provision of such information. Please note, in some situations, we may be legally permitted to withhold access to your personal information. If we cannot provide access to your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal. If we can provide access to your information in another form that still meets your needs, then we will take reasonable steps to give you such access.
Correction: If you believe that any information we hold about you is inaccurate, out of date, incomplete, irrelevant or misleading, please contact us using the details below. We will take reasonable steps to promptly correct any information found to be inaccurate, out of date, incomplete, irrelevant or misleading. Please note, in some situations, we may be legally permitted to not correct your personal information. If we cannot correct your information, we will advise you as soon as reasonably possible and provide you with the reasons for our refusal and any mechanism available to complain about the refusal.
Complaints: If you wish to make a complaint, please contact us using the details below and provide us with full details of the complaint. We will promptly investigate your complaint and respond to you, in writing, setting out the outcome of our investigation and the steps we will take in response to your complaint. If you are not satisfied with our response, you also have the right to contact the Office of the Australian Information Commissioner.
Storage and security
We are committed to ensuring that the personal information we collect is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures, to safeguard and secure personal information and protect it from misuse, interference, loss and unauthorised access, modification and disclosure.
While we are committed to security, we cannot guarantee the security of any information that is transmitted to or by us over the Internet. The transmission and exchange of information is carried out at your own risk.
Cookies
We may use cookies on our website from time to time. Cookies are text files placed in your computer's browser to store your preferences. Cookies, by themselves, do not tell us your email address or other personally identifiable information. However, they do recognise you when you return to our online website and allow third parties, such as Google and Facebook, to cause our advertisements to appear on your social media and online media feeds as part of our retargeting campaigns. If and when you choose to provide our online website with personal information, this information may be linked to the data stored in the cookie.
You can block cookies by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our website.
Links to other websites
Our website may contain links to other party’s websites. We do not have any control over those websites and we are not responsible for the protection and privacy of any personal information which you provide whilst visiting those websites. Those websites are not governed by this Privacy Policy.
Use of geolocation data
We collect your precise or approximate location for the following purposes:
- to offer you the appropriate insurance packages, which will be sold to you by a third party insurance provider;
- for security and safety;
- to prevent and detect fraud; and
- as permitted by law.
We collect this information when you use our Services. If you do not want us to use your location for the purposes above, you should turn off the location services in your mobile phone settings. If you do not provide geolocation data to us, we may not be able to provide our Services to you.
Amendments
We may, at any time and at our discretion, vary this Privacy Policy by publishing the amended Privacy Policy on our website. We recommend you check our website regularly to ensure you are aware of our current Privacy Policy.
For any questions or notices, please contact us through the ‘contact us’ page on our Site available at [https://wiseandsilent.com/customer-service/contact-us/].
Wise and Silent Pty Ltd (ABN 27 654 979 781)
Last update: 30 January 2023