Terms and Conditions

The Fine Print

Feel confident knowing that ClaimsCo will manage your insurance claim correctly at every step of the way. With experts in all areas of insurance, we are here to help.

Terms & Conditions

Privacy Policy

Financial Services Guide

Complaints Management Policy

Vulnerability and Financial Hardship Policy

Terms and Conditions

This website (Site) is operated by ClaimsCo Pty Ltd (ACN: 648 518 165; AFSL: 530925) (“ClaimsCo, we, us, or our”). It is available at: claimsco.com.au and may be available through other addresses or channels.

Consent: By accessing and/or using our Site, you agree to these Terms of use and our Privacy Policy (available on our Site) (Terms). Please read these Terms carefully and immediately cease using our Site if you do not agree to them.

Variations: We may, at any time and at our discretion, vary these Terms by publishing the varied terms on our Site. We recommend you check our Site regularly to ensure you are aware of our current terms. Materials and information on this Site (Content) are subject to change without notice.

Licence to use our Site: We grant you a non-exclusive, royalty-free, revocable, worldwide, non-transferable licence to use our Site in accordance with these Terms. All other uses are prohibited without our prior written consent.

Prohibited conduct: You must not do or attempt to do anything: that is unlawful; prohibited by any laws applicable to our Site; which we would consider inappropriate; or which might bring us or our Site into disrepute, including (without limitation):

anything that would constitute a breach of an individual’s privacy (including uploading private or personal information without an individual’s consent) or any other legal rights;
using our Site to defame, harass, threaten, menace or offend any person;
interfering with any user using our Site;
tampering with or modifying our Site, knowingly transmitting viruses or other disabling features, or damaging or interfering with our Site, including (without limitation) using trojan horses, viruses, or piracy or programming routines that may damage or interfere with our Site;
using our Site to send unsolicited email messages; or
facilitating or assisting a third party to do any of the above acts.

Exclusion of competitors: You are prohibited from using our Site, including the Content, in any way that competes with our business.

Information: The Content is not comprehensive and is for general information purposes only. It does not take into account your specific needs, objectives, or circumstances, and it is not advice. While we use reasonable attempts to ensure the accuracy and completeness of the Content, we make no representation or warranty in relation to it, to the maximum extent permitted by law.

Intellectual Property rights: Unless otherwise indicated, we own or license all rights, title, and interest (including intellectual property rights) in our Site and all of the Content. Your use of our Site and your use of and access to any Content does not grant or transfer to you any rights, title, or interest in relation to our Site or the Content. You must not:

copy or use, in whole or in part, any Content;
reproduce, retransmit, distribute, disseminate, sell, publish, broadcast, or circulate any Content to any third party; or
breach any intellectual property rights connected with our Site or the Content, including (without limitation) altering or modifying any of the Content, causing any of the Content to be framed or embedded in another website or platform, or creating derivative works from the Content.

User Content: You may be permitted to post, upload, publish, submit, or transmit relevant information and content (User Content) on our Site. By making available any User Content on or through our Site, you grant to us a worldwide, irrevocable, perpetual, non-exclusive, transferable, royalty-free license to use the User Content, with the right to use, view, copy, adapt, modify, distribute, license, sell, transfer, communicate, publicly display, publicly perform, transmit, stream, broadcast, access, or otherwise such User Content on, through, or by means of our Site.

You agree that you are solely responsible for all User Content that you make available on or through our Site. You represent and warrant that:

you are either the sole and exclusive owner of all User Content or you have all rights, licenses, consents, and releases that are necessary to grant to us the rights in such User Content (as contemplated by these Terms); and
neither the User Content nor the posting, uploading, publication, submission, or transmission of the User Content or our use of the User Content on, through, or by means of our Site will infringe, misappropriate or violate a third party’s intellectual property rights, or rights of publicity or privacy, or result in the violation of any applicable law or regulation.

We do not endorse or approve, and are not responsible for, any User Content. We may, at any time (at our sole discretion), remove any User Content.

Third party sites: Our Site may contain links to websites operated by third parties. Unless expressly stated otherwise, we do not control, endorse or approve, and are not responsible for, the content on those websites. You should make your own investigations with respect to the suitability of those websites.

Discontinuance: We may, at any time and without notice to you, discontinue our Site, in whole or in part. We may also exclude any person from using our Site, at any time and at our sole discretion. We are not responsible for any Liability you may suffer arising from or in connection with any such discontinuance or exclusion.

Warranties and disclaimers: To the maximum extent permitted by law, we make no representations or warranties about our Site or the Content, including (without limitation) that:

they are complete, accurate, reliable, up-to-date and suitable for any particular purpose;
access will be uninterrupted, error-free or free from viruses; or
our Site will be secure.

You read, use and act on our Site and the Content at your own risk.

Excess cover: Up to a maximum of $600 of the customers excess will be covered by the company deducted from the Service
Fee or the recommended repairer’s contract price, by the Company.

No Win, No Fee: If the Customer’s Claim is not approved by the insurer at the finalisation of the Claim, the Company will NOT charge a Fee for the Services provided. In the event that the Customer has a partial settlement offer from their insurer before engaging the Company’s services and if the Company is unsuccessful in increasing the inclusions or value of the claim, or if the claim is not accepted by the insurer, the Company will not charge a service fee. This is in line with the Company’s Conditional ‘No Win, No Fee’ policy. If the Customer terminates before completion of the claims lodgement stage but before the insurer determines the claim amount a partial Service Fee will apply as per the termination policy.

Success Rate: Between June 2022 and July 2023, we achieved a success rate of 96% for our clients - data attributed to ClaimsCo claims
managed on a won vs loss scenario and past performance is not indicative of future performance.

Limitation of liability: To the maximum extent permitted by law, we are not responsible for any loss, damage, or expense, howsoever arising, whether direct or indirect and/or whether present, unascertained, future or contingent (Liability) suffered by you or any third party, arising from or in connection with your use of our Site and/or the Content and/or any inaccessibility of, interruption to or outage of our Site and/or any loss or corruption of data and/or the fact that the Content is incorrect, incomplete, or out-of-date.

Indemnity: To the maximum extent permitted by law, you must indemnify us, and hold us harmless, against any Liability suffered or incurred by us arising from or in connection with your use of our Site or any breach of these Terms or any applicable laws by you. This indemnity is a continuing obligation, independent from the other obligations under these Terms, and continues after these Terms end. It is not necessary for us to suffer or incur any Liability before enforcing a right of indemnity under these Terms.

Termination: These Terms are effective until terminated by us, which we may do at any time and without notice to you. In the event of termination, all restrictions imposed on you by these Terms and limitations of liability set out in these Terms will survive.

Disputes: In the event of any dispute arising from, or in connection with, these Terms (Dispute), the party claiming there is a Dispute must give written notice to the other party setting out the details of the Dispute and proposing a resolution. Within 7 days after receiving the notice, the parties must, by their senior executives or senior managers (who have the authority to reach a resolution on behalf of the party), meet at least once to attempt to resolve the Dispute or agree on the method of resolving the Dispute by other means, in good faith. All aspects of every such conference, except the fact of the occurrence of the conference, will be privileged. If the parties do not resolve the Dispute, or (if the Dispute is not resolved) agree on an alternate method to resolve the Dispute, within 21 days after receipt of the notice, the Dispute may be referred by either party (by notice in writing to the other party) to litigation.

Meditation before litigation:

Severance: If a provision of these Terms is held to be void, invalid, illegal, or unenforceable, that provision must be read down as narrowly as necessary to allow it to be valid or enforceable. If it is not possible to read down a provision (in whole or in part), that provision (or that part of that provision) is severed from these Terms without affecting the validity or enforceability of the remainder of that provision or the other provisions in these Terms.

Jurisdiction: Your use of our Site and these Terms are governed by the laws of QLD, Australia. You irrevocably and unconditionally submit to the exclusive jurisdiction of the courts operating in QLD and any courts entitled to hear appeals from those courts and waive any right to object to proceedings being brought in those courts.

Our Site may be accessed throughout Australia and overseas. We make no representation that our Site complies with the laws (including intellectual property laws) of any country outside Australia. If you access our Site from outside Australia, you do so at your own risk and are responsible for complying with the laws of the jurisdiction where you access our Site.

For any questions and notices, please contact us at:

Claimsco Pty Ltd (ACN: 648 518 165; AFSL: 530925) (“ClaimsCo, we, us, or our”)

Postal Address: Claimsco PO Box, 3630 Helensvale Town Centre, QLD 4212

Email: info@claimsco.com.au

Phone: 1800 953 644

Privacy Policy

SECTION A – INTRODUCTION

1. INTRODUCTION\

1.1 ClaimsCo Pty Ltd (“ClaimsCo, we, us, or our”) process to ensure that it continues to maintain the highest levels of professional integrity and ethical conduct, ClaimsCo has adopted this Privacy Policy (“Policy”) to manage personal information in an open and transparent manner.

1.2 The provisions of this Policy assist ClaimsCo in complying with the requirements of the Privacy Act 1988 (Cth) (“Privacy Act”) and the Australian Privacy Principles in protecting the personal information ClaimsCo holds about its clients.

2. WHEN DOES THIS POLICY APPLY?

2.1 This Policy applies to all representatives and employees of ClaimsCo at all times and the requirements remain in force on an ongoing basis.

3. GLOSSARY

3.1 APP entity

an agency or organisation as defined in section 6 of the Privacy Act.

3.2 Australian law

(a) an Act of the Commonwealth or of a State or Territory; or

(b) regulations, or any other instrument, made under such an Act; or

(d) a rule of common law or equity.

3.3 Collects

ClaimsCo collects personal information only if ClaimsCo collects the personal information for inclusion in a record or generally available publication.

3.4 Court/tribunal order

an order, direction or other instrument made by:

(a) a court; or

(b) a tribunal; or

(d) a magistrate (including a magistrate acting in a personal capacity) or a person acting as a magistrate; or

(e) a member or an officer of a tribunal;

and includes an order, direction or other instrument that is of an interim or interlocutory nature.

3.5 De-identified

personal information is de-identified if the information is no longer about an identifiable individual or an individual who is reasonably identifiable.

3.6 Eligible Data Breach

an eligible data breach occurs:

(a) when there has been unauthorised access or unauthorised disclosure of personal information, or a loss of personal information, that ClaimsCo holds; and

(b) the unauthorised access or unauthorised disclosure is likely to result in serious harm to one or more clients; and

3.7 Holds

ClaimsCo holds personal information if it has possession or control of a record that contains the personal information.

3.8 Identifier of an individual

a number, letter or symbol, or a combination of any or all of those things, that is used to identify the individual or to verify the identity of the individual, but does not include:

(a) the individual’s name; or

(b) the individual’s ABN (within the meaning of the A New Tax System (Australian Business Number) Act 1999); or

3.9 Permitted general situation

As defined in s16A of the Privacy Act

3.10 Permitted health situation

As defined in s16B of the Privacy Act

3.11 Personal information means

information or an opinion about an identified individual, or an individual who is reasonably identifiable:

(a) whether the information or opinion is true or not; and

(b) whether the information or opinion is recorded in a material form or not.

3.12 Sensitive information

(a) information or an opinion about an individual’s:

(i) racial or ethnic origin; or

(ii) political opinions; or

(iii) membership of a political association; or

(iv) religious beliefs or affiliations; or

(v) philosophical beliefs; or

(vi) membership of a professional or trade association; or

(vii) membership of a trade union; or

(viii) sexual orientation or practices; or

(ix) criminal record;

that is also personal information; or

(b) health information about an individual; or

(d) biometric information that is to be used for the purpose of automated biometric verification or biometric identification; or

(e) biometric templates.

SECTION B – CONSIDERATION OF PERSONAL INFORMATION PRIVACY

4. PRIVACY STATEMENT

4.1 ClaimsCo ensures that at all times the provisions of this policy are implemented in the day to day running of ClaimsCo.

4.2 ClaimsCo ensures that at all times this Policy:

(a) is current and reflects the latest applicable Australian laws; and

contains the following information:

(b) the kinds of personal information that ClaimsCo collects and holds;

1. how ClaimsCo collects and holds personal information;

2. the purposes for which ClaimsCo collects, holds, uses and discloses personal information;

3. how an individual may complain about a breach of the Australian Privacy Principles, or other relevant legislation that binds ClaimsCo, and how ClaimsCo deals with such a complaint;

4. whether ClaimsCo is likely to disclose personal information to overseas recipients or third parties; and

5. if ClaimsCo is likely to disclose personal information to overseas recipients or third parties, the countries in which such recipients are likely to be located if it is practicable to specify those countries in this policy.

4.3 ClaimsCo ensures that the ClaimsCo's Privacy Statement is available free of charge and in such form as appropriate. ClaimsCo makes the Privacy Statement available on its website.

4.4 If the Privacy Statement is requested in a particular form, ClaimsCo will take such steps as are reasonable to provide the Privacy Statement in the form requested.

SECTION C – COLLECTION OF PERSONAL INFORMATION (SOLICITED PERSONAL INFORMATION)

5. PERSONAL INFORMATION (OTHER THAN SENSITIVE INFORMATION)

5.1 This Section C applies to the collection of personal information that is solicited by ClaimsCo.

5.2 ClaimsCo does not collect personal information (other than sensitive information) unless the information is reasonably necessary for one or more of ClaimsCo's functions or activities.

5.3 ClaimsCo's functions or activities include:

(a) making a recommendation or stating an opinion in response to an inquiry about a claim or potential claim;

(b) making a recommendation or stating an opinion that could influence a decision about making or continuing with a claim;

(d) assisting another person to make a claim

(e) assessing whether an insurer is liable under an insurance product;

(f) making a decision to accept or reject all or part of a claim;

(g) quantifying an insurer’s liability under an insurance product;

(h) offering to settle all or part of a claim; and

(I) satisfying a liability of an insurer under a claim.

6. SENSITIVE INFORMATION

6.1 ClaimsCo does not collect sensitive information about an individual unless:

(a) the individual consents to the collection of the information and the information is reasonably necessary for one or more

of ClaimsCo's functions or activities (as described in section 5.3); or

(b) the collection of the information is required or authorised by or under an Australian law or a Court/Tribunal order; or

(d) a permitted health situation exists in relation to the collection of the information by ClaimsCo.

7. MEANS OF COLLECTION

7.1 ClaimsCo only collects personal information by lawful and fair means.

7.2 ClaimsCo only collects personal information about an individual from the individual (rather than someone else), unless it is unreasonable or impracticable to do so or the individual has instructed ClaimsCo to liaise with someone else.

7.3 ClaimsCo collects personal information from an individual when:

(a) ClaimsCo's Application Form is completed;

(b) a Client provides the information to ClaimsCo representatives over the telephone or via email; and

8. INFORMATION COLLECTED BY CLAIMSCO

8.1 The information ClaimsCo collects may include the following:

(a) name;

(b) date of birth;

(d) phone numbers; or

(e) other information ClaimsCo considers necessary to their functions and activities.

9. PURPOSE OF COLLECTION

9.1 If an individual is acquiring or has acquired a product or service from ClaimsCo, the individual’s personal information will be collected and held for the purposes of:

(a) checking whether an individual is eligible for ClaimsCo's service;

(b) providing the individual with ClaimsCo's service;

(d) protecting against fraud, crime or other activity which may cause harm in relation to ClaimsCo's services;

(e) complying with legislative and regulatory requirements in any jurisdiction; and

(f) to assist ClaimsCo in the running of its business.

9.2 ClaimsCo may also collect personal information for the purposes of letting an individual know about products or services that might better serve their needs or other opportunities in which they may be interested. Please refer to Section G for further information.

SECTION D – COLLECTION OF PERSONAL INFORMATION (UNSOLICITED PERSONAL INFORMATION)

10. DEALING WITH UNSOLICITED PERSONAL INFORMATION

10.1 If ClaimsCo:

(a) receives personal information about an individual; and

(b) the information is not solicited by ClaimsCo.

ClaimsCo must, within a reasonable period after receiving the information, determine whether or not it was permitted to collect the information under Section C above.

10.2 ClaimsCo may use or disclose the personal information for the purposes of making the determination under paragraph 10.1.

10.3 If ClaimsCo:

(a) determines that it could not have collected the personal information; and

(b) the information is not contained in a Commonwealth record,

ClaimsCo must as soon as practicable, destroy the information or ensure that the information is de-identified, only if it is lawful and reasonable to do so.

SECTION E – NOTIFICATION OF THE COLLECTION OF PERSONAL INFORMATION

11. NOTIFICATION OF COLLECTION

11.1 This section 11 applies to:

(a) solicited information; and

(b) unsolicited information to which section 10 does not apply.

11.2 ClaimsCo must notify the individual of the following matters in the Privacy Statement:

(a) ClaimsCo's identity and contact details;

(b) if ClaimsCo collects the personal information from a third party or the individual is not aware that ClaimsCo has collected the personal information, the fact that ClaimsCo so collects, or has collected the information and the circumstances of that collection;

(c) if the collection of the personal information is required or authorised by or under an Australian law or a Court/Tribunal order, the fact that the collection is so required or authorised (including the details of the law or court);

(d) the purposes for which ClaimsCo collects the personal information;

(e) the main consequences (if any) for the individual if the information is not collected by ClaimsCo;

(f) any other entities to which ClaimsCo usually discloses personal information of the kind collected by ClaimsCo;

(g) that ClaimsCo's Privacy Statement and this Privacy Policy contain information about how the individual may access the personal information about the individual that is held by ClaimsCo and seek correction of such information;

(h) that ClaimsCo's Privacy Statement contains information about how the individual may complain

about a breach of the Australian Privacy Principles and how ClaimsCo will deal with such a complaint;

(I) whether ClaimsCo discloses the personal information to overseas recipients or third parties; and

(j) if ClaimsCo discloses the personal information to overseas recipients or third parties the countries in which such recipients are located if it is practicable to specify those countries in the notification or to otherwise make the individual aware of them.

SECTION F – USE OR DISCLOSE OF PERSONAL INFORMATION

12. USE OR DISCLOSURE

12.1 Where ClaimsCo holds personal information about an individual that was collected for a particular purpose (“the primary purpose”), ClaimsCo must not use or disclose the information for another purpose (“the secondary purpose”) unless:

(a) the individual has consented to the use or disclosure of the information; or

(b) the individual would reasonably expect ClaimsCo to use or disclose the information for the secondary purpose and the secondary purpose is:

(1) directly related to the primary purpose (if the information is sensitive information); or

(2) related to the primary purpose (if the information is not sensitive information);

(c) the use or disclosure of the information is required or authorised by or under an Australian law or a Court/Tribunal order; or

(d) a permitted general situation exists in relation to the use or disclosure of the information by ClaimsCo; or

(e) ClaimsCo reasonably believes that the use or disclosure of the information is reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body.

12.2 Where ClaimsCo uses or discloses personal information in accordance with section 12.1(e), ClaimsCo keeps a copy of this disclosure (e.g.: the email or letter used to do so).

12.3 This section 12 does not apply to:

(a) personal information for the purposes of direct marketing; or

(b) government related identifiers.

12.4 If ClaimsCo collects personal information from a related body corporate, this section 12 applies as if ClaimsCo's primary purpose for the collection was the primary purpose for which the related body corporate collected the information.

13. WHO DOES CLAIMSCO DISCLOSE PERSONAL INFORMATION TO?

13.1 ClaimsCo may disclose personal information collected from clients and prospective clients to the following:

(a) organisations involved in providing, managing or administering ClaimsCo's service such as third-

party suppliers, e.g. printers, posting services, and our advisers;

(b) organisations involved in maintaining, reviewing and developing ClaimsCo's business systems, procedures and infrastructure, including testing or upgrading ClaimsCo's computer systems;

(d) organisations involved in the payments system, including financial institutions, merchants and payment organisations;

(e) organisations involved in product planning and development;

(f) other organisations, who jointly with ClaimsCo's, provide its services;

(g) authorised representatives who provide ClaimsCo's services on its behalf;

(h) the individual’s representatives, including legal advisers;

(I) debt collectors;

(j) ClaimsCo's financial advisers, legal advisers or auditors;

(k) fraud bureaus or other organisations to identify, investigate or prevent fraud or other misconduct;

(l) external dispute resolution schemes; or

(m) regulatory bodies, government agencies and law enforcement bodies in any jurisdiction.

SECTION G – DIRECT MARKETING

14. DIRECT MARKETING

14.1 ClaimsCo must not use or disclose the personal information it holds about an individual for the purpose of direct marketing.

15. EXCEPTION – PERSONAL INFORMATION OTHER THAN SENSITIVE INFORMATION

15.1 ClaimsCo may use or disclose personal information (other than sensitive information) about an individual for the purposes of direct marketing if:

(a) ClaimsCo collected the information from the individual; and the individual would reasonably expect ClaimsCo f to use or disclose the information for that purpose; or

(b) ClaimsCo has collected the information from a third party; and either:

(1) ClaimsCo has obtained the individual’s consent to the use or disclose the information for the purpose of direct marketing; or

(2) it is impracticable for ClaimsCo to obtain the individual’s consent; and

(c) ClaimsCo provides a simple way for the individual to opt out of receiving direct marketing communications from ClaimsCo;

(d) in each direct marketing communication with the individual ClaimsCo:

(1) includes a prominent statement that the individual may opt out of receiving direct marketing; or

(2) directs the individual’s attention to the fact that the individual may opt out of receiving direct marketing; and

(e) the individual has not made a request to opt out of receiving direct marketing.

16. EXCEPTION – SENSITIVE INFORMATION

16.1 ClaimsCo may use or disclose sensitive information about an individual for the purpose of direct marketing if the individual has consented to the use or disclosure of the information for that purpose.

17. REQUESTS TO STOP DIRECT MARKETING

17.1 Where ClaimsCo uses or discloses personal information about an individual for the purposes of direct marketing by ClaimsCo or facilitating direct marketing by another organisation, the individual may request:

(a) that ClaimsCo no longer provide them with direct marketing communications;

(b) that ClaimsCo does not use or disclose the individual’s personal information for the purpose of facilitating direct marketing by another organisation;

17.2 Where ClaimsCo receives a request from an individual under section 17.1, ClaimsCo:

(a) gives effect to the request under section 17.1(a) or 17.1(b) within a reasonable period after the request is made and free of charge; and

(b) notifies the individual of the source of the information, if the individual requests it, unless it is impracticable or unreasonable to do so.

17.3 This Section G does not apply to the extent that the following laws apply:

(a) the Do Not Call Register Act 2006;

(b) the Spam Act 2003; or

SECTION H – CROSS BORDER DISCLOSURE OF PERSONAL INFORMATION

18. DISCLOSING PERSONAL INFORMATION TO CROSS BORDER RECIPIENTS

18.1 Where ClaimsCo discloses personal information about an individual to recipient who is not in Australia and who is not ClaimsCo or the individual, ClaimsCo must ensure that the overseas recipient does not breach the Australian Privacy Principles (with the exception of APP1).

18.2 Section 18.1 does not apply where:

(a) ClaimsCo reasonably believes that:

(1) information is subject to a law or binding scheme that has the effect of protecting the information in a way that is at least substantially similar to the way in which the Australian Privacy Principles protect the information; and

(2) there are mechanisms that the individual can access to take action to enforce that protection of the law or binding scheme; or

(b) both of the following apply:

(1) ClaimsCo has informed the individual that if they consent to the disclosure of information ClaimsCo will take reasonable steps to ensure the overseas recipient does not breach the Australian Privacy Principles; and

(2) after being so informed, the individual consents to disclosure;

(c) the disclosure of the information is required or authorised by or under an Australian law or a Court/Tribunal order; or

(d) a permitted general situation (other than the situation referred to in item 4 or 5 of the table in subsection 16A(1) of the Privacy Act) exists in relation to the disclosure of the information by ClaimsCo.

SECTION I – CROSS BORDER DISCLOSURE OF PERSONAL INFORMATION

19. ADOPTION OF GOVERNMENT RELATED IDENTIFIERS

19.1 ClaimsCo must not adopt a government related identifier of an individual as its own identifier unless:

(a) ClaimsCo is required or authorised by or under an Australian law or a Court/Tribunal order to do so; or

(b) the identifier, ClaimsCo and the circumstances of the adoption are prescribed by regulations.

20. USE OR DISCLOSURE OF GOVERNMENT RELATED IDENTIFIERS

20.1 Before using or disclosing a government related identifier of an individual, ClaimsCo must ensure that such use or disclosure is:

(a) reasonably necessary for ClaimsCo to verify the identity of the individual for the purposes of the organisation’s activities or functions; or

(b) reasonably necessary for the organisation to fulfil its obligations to an agency or a State or Territory authority; or

(d) within a permitted general situation (other than the situation referred to in item 4 or 5 of the table in subsection 16A(1) of the Privacy Act; or

(e) reasonably necessary for one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or

(f) the identifier, ClaimsCo and the circumstances of the adoption are prescribed by regulations.

SECTION J – INTEGRITY OF PERSONAL INFORMATION

21. QUALITY OF PERSONAL INFORMATION

21.1 ClaimsCo ensures that the personal information it collects and the personal information it uses or discloses is, having regard to the purpose of the use or disclosure, accurate, up to date, complete and relevant.

22. SECURITY OF PERSONAL INFORMATION

22.1 ClaimsCo ensures that it protects any personal information it holds from misuse, interference, loss, unauthorised access, modification and disclosure.

22.2 ClaimsCo takes reasonable steps to destroy or de-identify any personal information it holds where:

(a) ClaimsCo no longer needs the personal information for any purpose for which the information may be used or disclosed by ClaimsCo;

(b) the information is not contained in a Commonwealth record;

23. STORAGE OF PERSONAL INFORMATION

23.1 ClaimsCo stores personal information in different ways, including:

(a) hard copy on site at ClaimsCo's head office;

(b) electronically secure data centres which are located in Australia and owned by either ClaimsCo or

external service providers; and

external service providers;

(d) international data centres.

23.2 In order to ensureClaimsCo protects any personal information it holds from misuse, interference, loss, unauthorised access, modification and disclosure, ClaimsCo implements the following procedure/system:

(a) access to information systems is controlled through identity and access management;

(b) employees are bound by internal information securities policies and are required to keep information secure;

(d) ClaimsCo regularly monitors and reviews its compliance with internal policies and industry best practice.

SECTION K – ACCESS TO, AND CORRECTION OF, PERSONAL INFORMATION

24. ACCESS

24.1 ClaimsCo must give an individual access to the personal information it holds about the individual if so requested by the individual.

24.2 ClaimsCo must respond to any request for access to personal information within a reasonable period after the request is made.

24.3 ClaimsCo must give access to the information in the manner requested by the individual, if it is reasonable and practicable to do so and must take such steps as are reasonable in the circumstances to give access in a way that meets the needs of ClaimsCo and the individual.

24.4 ClaimsCo must not charge an individual for making a request and does not impose excessive charges for the individual to access their personal information.

25. EXCEPTIONS

25.1 ClaimsCo is not required to give an individual access to their personal information if:

(a) ClaimsCo reasonably believes that giving access would pose a serious threat to the life, health or safety of any individual, or to public health or public safety; or

(b) giving access would have an unreasonable impact on the privacy of other individuals; or

(d) the information relates to existing or anticipated legal proceedings between ClaimsCo and the individual, and would not be accessible by the process of discovery in those proceedings; or

(e) giving access would reveal intentions of ClaimsCo in relation to negotiations with the individual in such a way as to prejudice those negotiations; or

(f) giving access would be unlawful; or

(g) denying access is required or authorised by or under an Australian law or a Court/Tribunal order; or

(h) ClaimsCo has reason that unlawful activity, or misconduct of a serious nature, that relates to our functions or activities has been, or may be engaged in and giving access would be likely to prejudice the taking of appropriate action in relation to the matter; or

(I) giving access would be likely to prejudice one or more enforcement related activities conducted by, or on behalf of, an enforcement body; or

(j) giving access would reveal evaluative information generated within ClaimsCo in connection with a commercially sensitive decision-making process.

26. REFUSAL TO GIVE ACCESS

26.1 If ClaimsCo refuses to give access in accordance with section 24 or to give access in the manner requested by the individual, ClaimsCo will give the individual a written notice that sets out:

(a) the reasons for the refusal except to the extent that, having regard to the grounds for the refusal, it would be unreasonable to do so; and

(b) the mechanisms available to complain about the refusal; and

26.2 Where ClaimsCo refuses to give access under section 25.1(j) ClaimsComay include a n explanation of the commercially sensitive decision in its written notice of the reasons for denial.

SECTION L – CORRECTION OF PERSONAL INFORMATION

27. CORRECTION OF INFORMATION

27.1 ClaimsCo must take reasonable steps to correct all personal information, having regard to the purpose for which the information is held where:

(a) ClaimsCo is satisfied the information is inaccurate, out of date, incomplete, irrelevant or misleading; or

(b) the individual requests ClaimsCo corrects the information.

27.2 Where ClaimsCo corrects personal information about an individual that ClaimsCo previously disclosed to another APP entity and the individual requests ClaimsCo to notify the other APP entity of the correction, ClaimsCo must take reasonable steps to give that notification, unless it is impracticable or unlawful to do so.

28. REFUSAL TO CORRECT INFORMATION

28.1 If ClaimsCo refuses to correct personal information as requested by the individual, ClaimsCo will give the individual a written notice that sets out:

(a) the reasons for the refusal except to the extent that it would be unreasonable to do so; and

(b) the mechanisms available to complain about the refusal; and

29. REQUEST FROM A CLIENT TO ASSOCIATE A STATEMENT WITH THEIR INFORMATION

29.1 If:

(a) ClaimsCo refuses to correct personal information as requested by the individual; and

(b) the individual requests that ClaimsCo associate a statement noting that the information is inaccurate, out of date, incomplete, irrelevant or misleading, with the individual’s information,

29.2 ClaimsCo must take such steps as are reasonable in the circumstances to associate the statement (as described in section 29. 1 (b)) with the individual’s personal information. The statement is associated with the information in such a way that will make the statement apparent to users of the information.

30. DEALING WITH REQUESTS

30.1 ClaimsCo:

(a) responds to requests under this Section L within a reasonable period after the request is made; and

(b) does not charge the individual for the making of the request, for correcting the personal information or for associating the statement with the personal information.

SECTION M – WEBSITE COOKIES

31. COOKIES

31.1 ClaimsCo websites utilise "cookies" to offer various services to you. A cookie is a small text file that our web server places on your computer, which can be retrieved later by our web servers. Cookies are commonly used on websites, and you can decide how cookies are accepted by adjusting your browser settings. Cookies do not interfere with the operation of your computer or mobile device. Cookies generally enhance the efficiency of your interaction with our websites.

31.2 ClaimsCo uses cookies to gather and use information for several purposes, including:

(a) maintaining and improving our websites' functionality,

(b) tracking user preferences and product needs,

(d) improving the relevance of our advertising.

(e) we may also partner with third parties who use our cookies to enhance the relevance of advertising you see on other websites.

For more details, please refer to our Online Terms available on our websites and our Cookie & Data Policy on our website.

32. NON-CUSTOMERS

32.1 Even if you are not a customer, you might still interact with ClaimsCo. This could happen if:

(a) you are a claimant under one of our insured's policies,

(b) a witness in an accident, or

(d) you might also engage with us by using our transactional websites, participating in a competition, or commenting on social media.

We will collect, use, and disclose your personal information in accordance with this Privacy Policy and any Privacy Statement you receive when interacting with us.

SECTION N – MAKING A PRIVACY COMPLAINT

1. COMPLAINTS

1.1 ClaimsCo a free internal complaint resolution scheme to all customers. Should a client have a privacy complaint, they are to contact ClaimsCo to discuss their concerns using the following contact details:

(a) Email: customercare@claimsco.com.au;

(b) Phone: 1800 959 644; or

1.2 To assist ClaimsCo in helping customers, ClaimsCo asks customers to follow a simple three-step process:

(a) gather all supporting documents relating to the complaint;

(b) contact ClaimsCo to review your situation and if possible, resolve your complaint immediately; and

(c) if the matter is not resolved to the customer’s satisfaction, customers are encouraged to contact ClaimsCo's Complaints Officer on 1800 959 644 or put their complaint in writing and send it to PO Box 3630 Helensvale Town Centre, QLD 4212.

1.3 ClaimsCo will rectify any breach if the complaint is justified and takes necessary steps to resolve the issue.

1.4 In certain situations, to deal with a complaint it may be necessary to consult with third parties. However, any disclosure of Personal Information to third parties will be provided with the customer’s authority and consent.

1.5 After a complaint has been received, ClaimsCo sends the customer a written notice of acknowledgement setting out the process. The complaint is investigated, and the decision sent to the customer within thirty (30) days unless the customer has agreed to a longer time. If a complaint cannot be resolved within the agreed time frame or a decision could not be made within thirty (30) days of receipt, a notification will be sent to the customer setting out the reasons and specifying a new date when the customer can expect a decision or resolution.

1.6 If the customer is not satisfied with ClaimsCo's internal privacy practices or the outcome in respect to complaint, the customer may approach the OAIC with their complaint:

Office of the Australian Information Commissioner

Address: GPO Box 5218, Sydney NSW 2001

Phone: 1300 363 992

Email: enquiries@oaic.gov.au

Website: oaic.gov.au

SECTION O – MISCELLANEOUS

33. NOTIFIABLE DATA BREACHES SCHEME

33.1 Under the Privacy Amendment (Notifiable Data Breaches) Act 2017 (“Privacy Amendment Act”) ClaimsCo is required to notify the Office of the Australian Information Commissioner (“OAIC”) in relation to all eligible data breaches.

33.2 ClaimsCo notifies the OAIC by lodging a Notifiable Data Breach Form soon as practicable. The Notifiable Data Breach Form is available at the following link: https://forms.business.gov.au/smartforms/landing.htm?formCode=OAIC-NDB.

33.3 Under the Privacy Amendment Act, ClaimsCo also promptly informs clients whose personal information has been compromised by the eligible data breach that a breach of their personal information has occurred.

33.4 ClaimsCo has also developed a Data Breach Response Plan in accordance with the OAIC’s guidelines to ensure the timely notification of all clients affected by any eligible data breach.

34. POLICY BREACHES

34.1 Breaches of this Policy may lead to disciplinary action being taken against the relevant party, including dismissal in serious cases and may also result in prosecution under the law where that act is illegal. This may include re-assessment of bonus qualification, termination of employment and/or fines (in accordance with the Privacy Act).

34.2 Staff are trained internally on compliance and their regulatory obligation to ClaimsCo. They are encouraged to respond appropriately to and report all breaches of the law and other incidents of non-compliance, including ClaimsCo's policies, and seek guidance if they are unsure.

34.3 Staff must report breaches of this Policy directly to ClaimsCo.

35. RETENTION OF FORMS

35.1 ClaimsCo retains the completed forms for seven (7) years in accordance with ClaimsCo's Document Retention Policy. The completed forms are retained for future reference and review.

35.2 As part of their training, all staff are made aware of the need to practice thorough and up to date record keeping, not only as a way of meeting ClaimsCo's compliance obligations, but as a way of minimising risk.

36. POLICY REVIEW

36.1 ClaimsCo's Privacy Policy is reviewed on at least an annual basis by ClaimsCo, having regard to the changing circumstances of ClaimsCo. ClaimsCo then reports on compliance with this Policy.

SECTION P – CHANGES AND GETTING A COPY OF THE POLICY

We encourage you to review and check our website regularly for any updates to this Privacy Policy. We will publish the updated version on this website and by continuing to deal with us, you accept this Privacy Policy as it applies from time to time. If you would like a copy of this Privacy Policy, please contact us.

Issued by ClaimsCo Pty Ltd

Financial Services Guide

1. ABOUT THIS FINANCIAL SERVICES GUIDE (“FSG”)

This Financial Services Guide (“FSG”) is dated 17 June 2025 and has been prepared and issued by ClaimsCo Pty Ltd trading as Rebuild Relief (ACN: 648 518 165; AFSL: 530925) (“ClaimsCo, Rebuild Relief, we, us or our”) to inform you about the financial services provided by us and to comply with our obligations as the holder of an Australian Financial Services Licence (“AFSL”) issued by the Australian Securities and Investment Commission (“ASIC”).

This FSG has been prepared to provide you with information about the financial services that we offer. The FSG is an important document and a regulatory requirement under the Corporations Act 2001 (Cth) (“Corporations Act”). It contains information about who we are, remuneration, any associations or relationships we may have with financial product issuers, details of any potential conflicts of interest, our internal and external dispute resolution procedures and how you can access them, information on how we handle your personal information, and how we can be contacted.

This FSG contains general information only. If you have further questions regarding this FSG please contact us.

Important general information contained within this FSG includes:
• Who we are and how you can contact us;
• The services we are authorised to provide to you;
• How we are remunerated for these services and the cost to you;
• Disclosure documents that you will receive;
• Who we act for and any potential conflicts of interest;
• Our internal and external dispute resolution processes; and
• How we handle your personal information.

2. WHO WE ARE AND THE SERVICES WE OFFER

ClaimsCo is authorised under its AFSL to provide claims handling and settling services to insured retail and wholesale clients as a claimant intermediary. ClaimsCo represents insured persons under insurance products in pursuing the following types of claims:
• General insurance;
• Property insurance (commercial and domestic); and
• Marine insurance.

3. NO ADVICE

We do not act as your agent, broker or other adviser in relation to the placement, renewal, or suitability of your insurance. We are not authorised to provide you with any financial product advice.

We will only provide you with factual information about insurance products when providing you with our claims handling services. Factual information is objectively ascertainable information whose truth or accuracy cannot be questioned. This information does not take into account your specific financial situation, needs or objectives and is not a recommendation or statement of opinion in relation to the insurance products. You should seek independent professional advice in relation to acquiring or disposing of any insurance products, superannuation or other financial products.

4. CONTACT DETAILS | HOW TO INSTRUCT US

ClaimsCo Pty Ltd

Postal Address: PO Box 3630 Helensvale Town Centre, QLD 4212

Phone: 1800 953 644

Email: info@claimsco.com.au

You may give us instructions in relation to your claim via phone, email or at any face-to-face meetings we hold with you.

5. WHO WE ACT FOR

ClaimsCo is responsible for the claims handling and settling services we provide to you under our AFSL and acts for the insured persons under insurance products in pursuing general, property and marine insurance claims in accordance with section 761CAA(1) of the Corporations Act (Cth).

6. OTHER DOCUMENTATION YOU MAY RECEIVE

This FSG, Service Agreement and/or Letter of Engagement will be the key documents which assist you in making an informed decision about whether to utilise our financial services. We recommend that you ensure you have read and understood the contents of these documents fully. You are able to access the FSG via our website.

7. FEES, COSTS, COMMISSIONS AND OTHER BENEFITS

7.1 Our Fees

We are remunerated in two main ways:

Where repair works are undertaken with a repairer recommended by us, we receive a referral fee based on the value of the repair works or the claim value.
Where a claim settlement is reached, and the repair works are not undertaken by a repair we recommend, in part or in their entirety, we receive a percentage of the final settlement amount. The final percentage payable to us will be advised to you in our engagement documents.

If you require more information in relation to our fees, please let us know before we provide any claims handling services to you.

7.2 Employee Remuneration

Representatives of ClaimsCo are remunerated by way of salary and may earn performance-based incentives based on excellent customer service, customer referrals and efficiency, etc. ClaimsCo may also provide its representatives with non-monetary benefits (including business-related conferences and travel, functions, gifts/gift vouchers). If you require more information on these amounts, please let us know before we provide any claims handling services to you.

8. CONFLICTS OF INTEREST

ClaimsCo is a claimant intermediary, with no association to any insurer, that does not manage or distribute our own financial products. Any service we provide is concerning financial products from non-related product providers, and our revenue is primarily gained through your insurance claim being accepted. For that reason, our interests are aligned with our clients. However, in rare situations where conflicting interests arise, we have an internal procedure which helps to manage, mitigate or resolve the conflict. We do not accept commissions or alternative forms of remuneration from product providers. Claimsco does accept referral fees from company recommended repairers and a recommended repairer may be a related entity. Claimsco may use a related entity to assist with providing services.

9. COMPENSATION INSURANCE

ClaimsCo has professional indemnity insurance in place, which satisfies the requirements for compensation arrangements pursuant to section 912B of the Corporations Act. This policy covers claims made against ClaimsCo in relation to professional services provided by our representatives, employees and authorised representatives.

10. PRIVACY POLICY

We will require you to provide personal information in the course of engaging with us. ClaimsCo collects, maintains, uses and discloses personal information in the manner described in our Privacy Policy. This is primarily for processing your application and complying with certain legal obligations. Our Privacy Policy is available on our website.

11. COMPLAINTS AND DISPUTE RESOLUTION

We have an internal dispute resolution process in place to resolve any concerns or complaints you may have, quickly and fairly. Where appropriate, we also make the process accessible for clients with disabilities or language difficulties.

Any concerns or complaints should be directed to the Compliance Officer either by email (info@claimsco.com.au) or in writing to our postal address. Your written notice should specify the nature of the complaint, including all relevant details, as well as your desired outcome and how this may occur.

The Compliance Officer will, on receipt of your written notice:

a. Provide a written acknowledgement of your complaint and indicate a timeframe in which ClaimsCo will formally respond to your complaint.
b. Consider and investigate the circumstances of your complaint, which may also involve communicating directly with you.
c. Notify you in writing of our decision, including the reasons for the decision and any potential remedies, within thirty (30) days from receipt of your complaint.
d. If your complaint is not resolved within thirty (30) days, the Compliance Officer will inform you in writing of the reasons for the delay.

Where you have any redress (financial or otherwise), we will provide that redress promptly. If the complaint can’t be resolved to your satisfaction by ClaimsCo through our internal dispute resolution process, you have the right to refer your complaint to the Australian Financial Complaints Authority (“AFCA”). AFCA is an independent and external disputes resolution scheme, of which ClaimsCo is a member.

You may lodge your complaint with AFCA by sending the relevant information and documents to:

Australian Financial Complaints Authority (“AFCA”)
GPO Box 3
Melbourne VIC 3001 Phone: 1800 931 678
Email: info@afca.org.au
Website: www.afca.org.au

Before sending a complaint to AFCA, we encourage you to first lodge a complaint with us for Internal Dispute Resolution, allowing us an opportunity to investigate and resolve prior to further external escalation.

Complaints Management Policy

1. INTRODUCTION

1.1 ClaimsCo Pty Ltd (“ClaimsCo, we, us, or our”) is committed to effective and efficient complaints management and to fair and transparent dealings in the financial marketplace.

1.2 A complaint is an expression of dissatisfaction made to or about an organisation, related to its products, services, staff or the handling of a complaint, where a response or resolution is explicitly or implicitly expected or legally required.

2. OUR COMPLAINTS MANAGEMENT PROCESS

2.1 We take your feedback seriously and will work proactively to investigate and resolve your complaint. If you have a complaint, please contact us by any of the following methods:

(a) Email: customercare@claimsco.com.au;

(b) Toll-free telephone: 1800 953 644; or

2.2 Any material relating to ClaimsCo's Internal Dispute Resolution (“IDR”) process will be provided to you free of charge.

2.3 We will collect certain information from you, including:

(a) Your name;

(b) Your contact details;

(d) A description of your complaint; and

(e) How you would like the complaint resolved.

2.4 We will acknowledge your complaint, generally within one (1) business day, and give you the contact details of the person responsible for dealing with your complaint.

2.5 The person responsible for dealing with your complaint will commence their investigation and may require further details from you. Upon completion of their investigation, the person responsible for dealing with your complaint will contact you with an IDR response. This will provide you with information about:

(a) the final outcome of your complaint at IDR; and

(b) your right to take the complaint to the Australian Financial Complaints Authority (“AFCA”) if you are not satisfied with the IDR response and how to contact AFCA.

2.6 An IDR response is not required to be provided to you when a complaint is resolved by the end of the fifth (5th) business day of receipt of the complaint, where we have:

(a) resolved the complaint to your satisfaction; or

(b) given you an explanation and/or apology when no further action to reasonably address the complaint can be taken.

2.7 A written response will be provided if:

(a) you request a written response; or

(b) the complaint is about hardship.

3. TIMEFRAME FOR RESOLVING COMPLAINTS

3.1 We endeavour to resolve all complaints as quickly as practicable. Many complaints can be resolved within days or on the spot. We will keep you informed in relation to your dispute and will provide you with an IDR response within thirty (30) calendar days of receiving your complaint.

4. IF YOU ARE UNHAPPY WITH OUR RESPONSE

4.1 If your complaint is not resolved to your satisfaction through our IDR process, you have the right to refer your complaint to AFCA. AFCA is an independent and external dispute resolution scheme, of which ClaimsCo is a member.

4.2 You can lodge your complaint with AFCA by sending the relevant information and documents to:

Australian Financial Complaints Authority Limited

GPO Box 3

Melbourne VIC 3001

Phone: 1800 931 678

Fax: (03) 9613 6399

Email: info@afca.org.au

Website: https://www.afca.org.au/

5. ACCESSIBILITY SERVICES

5.1 We take our commitment to provide accessible services to customers seriously.

5.2 If you are deaf or have a hearing or speech impairment, you can contact us on the National Relay Service, a government initiative that offers an Australia-wide phone service for people who are deaf or have a hearing or speech impairment. It’s available at no additional charge:

(a) Talk to text users, please call 133 677 and then ask for 1800 953 644;

(b) Speak to listen users, please call 1300 555 727 and then ask for 1800 953 644; or

5.3 If you require this Policy in another language, please contact us at the details below.

6. CONTACT US

6.1 If you have any questions or would like further information about our complaints handling process, please contact us by:

(a) Email: customercare@claimsco.com.au;

(b) Toll-free telephone: 1800 953 644; or

Vulnerability and Financial Hardship Policy

1. INTRODUCTION

1.1 We recognise that a person experiencing vulnerability or financial hardship can give rise to unique needs, which may change over time and in response to particular situations. ClaimsCo Pty Ltd (“ClaimsCo, we, us, or our”) is committed to:

(a) taking extra care in relation to clients that experience vulnerability or financial hardship;

(b) assisting its employees identify and understand vulnerable clients;

(d) ensuring ClaimsCo takes into account a vulnerable client’s needs; and

(e) communicating with clients to provide support for any vulnerabilities and financial hardship experienced.

1.2 This Policy sets out how we identify and support clients experiencing vulnerability and financial hardship.

2. IDENTIFICATION

2.1 We encourage all clients to disclose any vulnerabilities or instances of financial hardship as soon as practicable to allow us to arrange appropriate support.

2.2 We understand that vulnerability may be due to a range of factors including but not limited to:

(a) age;

(b) disability;

(d) physical health conditions;

(e) family violence;

(f) language barriers;

(g) literacy barriers;

(h) cultural background;

(I)Aboriginal or Torres Strait Islander status;

(j) remote location;

(k) financial distress; or

(l) disadvantaged.

2.3 To help us identify circumstances that may amount to financial hardship we encourage you to ensure your personal details are up to date and to advise us of any changes, including:

(a) changes made to your employment status;

(b) changes made to your financial situation;

(d) medical conditions; or

(e) relationship breakdowns.

3. NOTIFICATION

3.1 When we identify a vulnerable client or a client experiencing financial hardship, we will keep a range of records to ensure our employees undertake the best approach to assist a vulnerable client. Records include:

(a) date the financial hardship or vulnerability was disclosed or discovered;

(b) method of communication that the financial hardship or vulnerability was disclosed or discovered;

(d) details of any support or special circumstances required by the client.

4. SUPPORTING VULNERABLE CLIENTS

4.1 We are committed to:

(a) ensuring the provision of our services and our communication with vulnerable clients meet the individual needs and circumstances of each client;

(b) taking appropriate measures to ensure clients receive timely and appropriate feedback; and

4.2 If you notify us that you require additional support, we will:

(a) notify the employee responsible for your matter;

(b) protect your private and confidential information;

(d) enable additional support to be provided by a third party provider such as a legal representative, other representative, interpreter, financial counsellor or community support person at your own cost;

(e) only request additional information that is appropriate and where required, we will allow you an extended timeframe to provide this information;

(f) enable you to utilise the services of an interpreter or, where this is not possible, provide you with reasons why we cannot provide you with an interpreter; and

(g) if you are distressed, we will take appropriate action in the circumstances, including:

1. contacting emergency services;

2. escalating your matter internally;

3. providing you with information regarding counselling services or organisations that offer support; and

4. recommending you appoint a support person to assist in the management of your claim.

5. CLIENTS EXPERIENCING MENTAL HEALTH ISSUES

5.1 Where we become aware that a client has a past or current mental health condition we ensure that the client is treated in a fair, reasonable and respectful manner.

5.2 Claims for clients experiencing mental health conditions are:

(a) processed sensitively and we will have regard to any medical treatment needs and adopt methods that are non-intrusive; and

(b) treated in the same way as a claim involving any other medical condition.

6. CLIENTS EXPERIENCING FAMILY VIOLENCE

6.1 We have identified the following circumstances as indicators of family violence. Where a client:

(a) appears or sounds distressed or fearful;

(b) takes instructions from another person;

(d) does not understand or is not aware that insurance cover was taken out in their name or in relation to their property;

(e) asks questions about a joint policyholder’s behaviour or activities;

(f) exhibits concerns regarding the protection of their privacy, safety or security;

(g) is hesitant to involve a joint policyholder when making a claim or seeking assistance;

(h) changes their address in a frequent manner; or

(I) discloses past or present family violence.

6.2 We ensure all our employees respond to family violence appropriately by:

(a) seeking to identify clients impacted by family violence;

(b) escalating matters involving family violence internally;

(d) understanding the effects of family violence on a client;

(e) recognising early signs of family violence;

(f) carefully handling conversations with the client without disclosing information to the offender;

(g) ensuring safety concerns are met in order to protect the client and their family;

(h) prioritising clients that experience family violence;

(I) referring the client to specialist services in providing further guidance and ensuring the client is aware of information and assistance available;

(j) understanding the impact that family violence has upon clients;

(k) protecting clients by ensuring information is kept private and confidential; and

(l) understanding the legal implications of family and domestic violence orders and the impact this may have upon a claim or client’s experience.

6.3 We provide training programs to employees specifically in relation to family violence.

7. TRAINING

7.1 We are committed to ensuring all employees who deal with clients have an understanding of the vulnerability and financial hardship which can be experienced by clients.

7.2 Our employees undertake internal training in order for them to:

(a) understand if a client is vulnerable or experiencing financial hardship;

(b) decide how best and to what extent employees can support clients;

(d) understand how to engage with vulnerable clients or clients experiencing financial hardship;

(e) understand how to protect private, confidential and personal information of clients;

(f) understand how to reduce the number of times required for a client to disclose family violence;

(g) understand how to support employees affected by family violence;

(h) consider client needs; and

(i) engage with clients in providing additional support, referring to specialist services where necessary and treating them with a sense of respect and sensitivity.

8. CONTACT US

8.1 If you have any questions or would like further information about how we support clients experiencing vulnerability and financial hardship, please contact us by:

(a) Email: customercare@claimsco.com.au; or

(b) Phone: 1800 953 644; or