1Cover Privacy Policy
 

1. About this policy

This policy explains how we collect, use, share and protect your personal information. It covers everything we do under the 1Cover Travel Insurance brand, including our website, quotes and purchases, our contact centre and claims.

1Cover Travel Insurance is a brand of 1Cover Pty Ltd ABN 91 105 954 265. In this policy, “we”, “us” and “our” mean 1Cover Pty Ltd.

We arrange and administer travel insurance as an authorised representative of Coffre-Fort Pty Limited ABN 66 125 358 518, AFS Licence 472457.

We must comply with the Privacy Act 1988 (Cth), including the Australian Privacy Principles.

Your policy is underwritten (issued) by HDI Global Specialty SE – Australia. If you bought your policy before 11 October 2023, it may have been underwritten by Lloyd’s of London or Arch Insurance, and your information may also have been given to that insurer.

If you have any questions about this policy, contact our Privacy Officer (section 19).
 

2. What we collect

What we collect depends on how you deal with us.

When you get a quote or buy a policy, we collect your name, date of birth and contact details, your trip destination and dates, who is travelling with you, and your payment details.

If anyone travelling has an existing medical condition, we ask some medical questions. A medical screening service assesses your answers so we can tell you whether the condition can be covered.

When you contact us, we keep a record of the contact and what you tell us. Phone calls are recorded (see section 12).

When you make a claim, we collect details of what happened, supporting documents such as receipts, reports and invoices, and your bank details so we can pay you. If your claim involves injury or illness, we also collect health information from you and from the doctors, hospitals and other providers who treated you.

Identity check when you claim. Before we pay a claim, we ask you to upload a photo ID document and take a photo or short video of your face. An identity verification service checks that they match. We keep copies of the document and the images with your claim. The images of your face are biometric information.

When you use our website, we collect information about your visit (see section 11).

If you apply for a job with us, we collect the information in your application and anything you or your referees tell us.
 

3. Health and other sensitive information

Some information is treated as sensitive under privacy law and has extra protection. The sensitive information we collect is:

• health information: your answers to our medical questions, and the medical records, reports and certificates provided with a claim; and

• biometric information: the images of your face and your photo ID taken for the identity check when you claim.

We only collect sensitive information when we need it for the purposes in this policy, and with your consent unless the law allows otherwise. For example, the law may allow us to collect, use or share it without your consent where this is needed to establish, exercise or defend a legal claim. This most often comes up when we are assessing a claim.

When we ask for your consent, we will explain at the time what we are collecting and why.
 

4. How we collect it

Most of the information we hold comes directly from you, through our website, by phone, email or live chat, or on a claim form.

We also collect information from others, including:

• the person who bought the policy, if someone else bought it for you;
• doctors, hospitals, other medical providers and emergency assistance providers, when we assess a claim;
• our insurer and the businesses that help us manage claims;
• our agents and the businesses that sell our products; and
• public sources, where we need to check something.
   

5. Information about other people

If you give us information about someone else, such as a travelling companion, family member, beneficiary or emergency contact, we handle it under this policy.

Before you do, please tell them you are giving us their information and point them to this policy. Where required, we may also contact them directly about how we handle their information.
 

6. How we use your information

We use your personal information to:

• give you a quote and tell you whether we can cover you;
• issue, manage, change, renew and cancel your policy;
• assess, investigate, manage and pay claims, including arranging emergency assistance;
• confirm who you are;
• take payments and pay refunds and claims;
• answer your questions and handle complaints;
• prevent, detect and investigate fraud, and check information we are given;
• improve our products, pricing and service, including through analytics and reporting;
• train our staff and check the quality of our service;
• meet our obligations under the law and to our insurer and regulators; and
• send you marketing, if you have opted in or the law otherwise allows (see section 10).

If you do not give us the information we ask for, we may not be able to give you a quote, issue a policy or assess a claim.
 

7. Automated decisions and AI

Some decisions about you are made by our systems without a person reviewing them first. They are:

• Whether we can offer you cover. This is based on your age, destination and trip length. If your details are outside what we can cover, our system will not show a price.
• Whether we can cover an existing medical condition, and on what terms. A medical screening service scores your answers to our medical questions. Depending on the score, the condition may be covered as standard, covered if you pay an extra premium, or excluded. Above a certain score, we cannot cover the condition.
• Your excess, and whether you can reduce it. Age is a factor in both. Travellers aged 80 and over have a higher excess and cannot buy the option to reduce it.
• The price we quote. We test different prices, so two people with the same details may be quoted different prices.
• Whether a claim payment is held for review. If information in your claim does not match other information we hold, the payment is automatically held until a person has reviewed it.

What these decisions use. They use your age and date of birth, your destination and travel dates, the cover you choose, your answers to the medical questions, and the details and documents in your claim, along with information already on your record from earlier quotes, policies and claims.

How we use AI tools. We use AI tools to help us read and sort the information you send us, draft replies and letters, summarise calls and claims, and match the documents you upload to the expenses in your claim. A person is responsible for the outcome in each case, except document matching, which is applied automatically.

If you disagree with a decision. If we tell you that we cannot cover you or a medical condition, or that your claim payment is being held for review, you can ask us why. Contact us (section 19) and a person will review the decision, explain the reason where our system recorded one, and reconsider it. If no reason was recorded, which can happen when no price is shown, a person will assess your situation instead. You can also make a complaint (section 16).

From 10 December 2026 the Privacy Act will require us to explain automated decisions in this policy. We have chosen to do so now.
 

8. Who we share it with

We share your personal information with:

• our insurer, HDI Global Specialty SE – Australia, and its reinsurers and related companies;
• our emergency assistance and claims management providers, who help us assess claims and arrange medical treatment, repatriation (getting you home) and other help;
• medical providers and advisers, where needed to assess or manage a claim;
• other companies in our group that provide services to us;
• our service providers, which host our systems, send our emails and messages, process payments, check identity, screen medical conditions, record and store calls and provide analytics;
• other insurers and insurance industry fraud-prevention or claims-checking services, where the law allows and we need to check information or investigate a claim;
• our professional advisers, such as lawyers, accountants and auditors;
• regulators, courts, law enforcement and government agencies, where the law requires or allows it; and
• anyone you ask us to deal with on your behalf, such as a broker or adviser.

We do not sell your personal information.

Our insurer has its own privacy policy explaining how it handles your information. It is summarised in your Product Disclosure Statement, and you can click here to read it in full.
 

9. Sending information overseas

Your personal information is sent outside Australia. This is a normal part of how we operate: our main systems are hosted overseas, and the businesses behind your insurance and claims are in several countries.

Where your information is likely to go, and why: