Overview
Claimhouse Pty Ltd (“Claimhouse”, “we”, “us”, “our”) is committed to managing your personal information in an open and transparent way. This privacy policy outlines how we collect, use, disclose, and protect your personal information, as well as your rights.
What personal information we collect and hold
We collect the following types of personal information, depending on the service:
- Name, phone number, email address, and postal address
- Insurance policy number and claim ID
- Information about your insured asset (e.g., property, vehicle, business, etc)
- Supporting claim documentation
- Information relating to vulnerabilities (e.g., health, financial hardship)
- Records of communications between you and the insurer and their suppliers, and any personal information that may be contained within those communications
We also collect sensitive information if it is relevant to your claim (e.g., health details or legal matters). We only collect this with your consent or as required to support your claim.
How we collect personal information
We collect personal information directly from you when you:
- Complete our enquiry forms
- Email or call us
- You engage our services
- Provide documents related to your claim
We also collect personal information from third parties such as:
- Your insurer or their representatives
- Expert assessors or other service providers
- Referring parties, including family members (with consent)
We take reasonable steps to ensure that the personal information we collect, use, and disclose is accurate, up-to-date, and complete.
Why we collect personal information
We collect and use your information to:
- Provide our services
- Understand your claim and provide tailored support
- Contact and communicate with you
- Work with insurers and experts on your behalf (where authorised)
- Meet our legal obligations
We may also de-identify and use your data to improve our services or for internal analysis.
Disclosure of personal information
We disclose your personal information to third parties where necessary to deliver our services. These may include:
- Insurers and their representatives
- Independent experts or assessors
- Dispute resolution bodies such as AFCA
- Legal or professional advisors
We also use third-party software providers that store data on servers located outside Australia. We do not sell your personal information.
Storage and security
We use third-party software and data storage providers that store data on servers located outside Australia, including in the United States, the European Union, and other jurisdictions where our service providers operate.
Retention and deletion
We retain personal information for at least seven (7) years after your matter is finalised or as otherwise required by law. Where personal information is no longer needed, we securely delete or de-identify the information.
Access and correction
You can request access to the personal information we hold about you or ask for corrections if it is inaccurate, incomplete, or out of date.
To make a request, contact us at:
- Christian Harris (Managing Director)
- 2/290 Boundary Street, Spring Hill, QLD 4000, Australia
- claims@claimhouse.au
- 0482 075 582
We aim to respond within 30 days. We will not charge for making a request but may charge for providing copies if necessary.
Anonymity and pseudonymity
To use our services, we must identify you in order to understand your claim and act on your behalf.
Policy updates
We review and update this privacy policy regularly to ensure it reflects our current practices. If you require a copy of this policy in an alternative or accessible format, please contact us at claims@claimhouse.au and we will provide it at no cost.