Last updated: 30 October 2025

Hello again! This is all about how we protect your privacy and handle your personal information. We've tried to make it as simple as possible but please – if you have a question? Let us know – hello@upcover.com & support@eisinsurance.com.au.

1 - Policy Statement

This is the Privacy Policy of upcover Group Holding, including Experience Insurance Services (ABN:41 657 596 506), upcover (ABN: 17 628 197 437) and upcover NZ Ltd (NZBN 9429052284724) ("upcover Group").

‍Regulatory Structure: Experience Insurance Services Pty Ltd (EIS) holds an Australian Financial Services Licence (AFSL). upcover operates as a Corporate Authorised Representative (CAR) of EIS. This Privacy Policy applies to both EIS and its Corporate Authorised Representative.

Within this Privacy Policy, "Our website" refers to all information, services, text, graphics and other data contained under the domain name http://upcover & http://eisinsurance. "We", "our" and "us" refers to upcover & EIS and its related entities and "you" or "your" refers to the person providing personal information and/or accessing our website.

At upcover & EIS, your privacy is extremely important to us. We are committed to protecting the privacy of your personal information and to handling your personal information in a responsible manner.

upcover & EIS supports:

fair, transparent and open collection and management of personal information;
processes that ensure personal information is accurate, complete, current and secure;
an individual’s right to see and, where necessary, correct personal information about themselves; and
limiting the use of personal information.

2 - Collection of Personal Information

We may ask you for personal information, such as your:

name;
email;
address;
contact details;
employment information;
password; and
payment details.

In some instances we may ask you for information relating to your criminal record and financial status (such as whether you have been declared bankrupt).

We will collect personal information about you when you provide this information directly to us (i.e., via our website or when you call us) and where you purchase products / services from us. In some cases we may collect personal information about you from a third party, such as your employer.

Collection Methods
‍We may collect personal information through:

Our website forms and registration processes
Our automated customer service agent on our website, which may collect your name, email, policy details, and the content of your inquiries to provide you with assistance
Phone conversations with our team
Email communications
Third parties, such as your employer or our distribution partners

Sensitive Information
‍We do not generally collect sensitive information (such as health information) unless necessary for specific insurance products and where you have provided explicit consent.

We collect only the personal information relevant to providing you with a service. We collect personal information only where it is necessary for our functions and activities and where we have a lawful ground to do so under Australia's Privacy Act 1988 and New Zealand's Privacy Act 2020.

At the time of collecting your personal information, or as soon as practicable afterwards, we will inform you of the reasons for collection, how we will use it, and your rights to access and correct it.

You have the right to request access to the personal information we hold about you. If you would like to access or correct your personal information, please contact us at hello@upcover.com or support@eisinsurance.com.au.

You are free to refuse our request for your personal information, with the understanding that we, or our insurance partners and claims services providers, may be unable to provide you with some of your desired services without this information.

3 - Use of Personal Information

We use your information to:

provide our services to you, including through automated customer service tools;
provide you with support or customer service via our website agent and other channels;
contact you and to respond to any communications you may have sent us;
send you newsletters and other marketing materials that may be of interest to you (you can unsubscribe at any time by clicking the unsubscribe link in our emails or by contacting us);
improve our services and internal operations;
analyze usage patterns to enhance our services; and
comply with our legal obligations and as otherwise may be permitted by applicable law.

Automated Decision-Making
‍We do not use automated systems or artificial intelligence to make decisions that affect your insurance coverage, claims outcomes, or premiums. Any significant decisions about your insurance are made by qualified professionals.
‍

4 - Disclosure of Personal Information (including outside of Australia and New Zealand)

We do not sell, trade, or rent your personal information to others.
‍
‍We may disclose your information to the following parties:

Insurance partners and intermediaries: our related entities and affiliated insurance partners, including Professional Risk Underwriting Pty Ltd, Coalition Insurance Solutions Pty Ltd, Community Broker Network NZ Limited, trading as CBN NZ (previously known as Folio.Insure Ltd) and Ando Insurance Group Limited, as well as insurers, reinsurers, underwriters (including Lloyd's of London syndicates), insurance reference bureaux, and other insurance intermediaries for the purpose of issuing insurance products and managing policies;
Claims and policy administration: distribution partners, third-party administrators (TPAs), claims service providers, loss adjusters, and valuers when you make a claim or for policy administration;
Service providers: third party service providers who perform services for us or on our behalf, including:
IT and data storage providers
Analytics providers
Payment service providers
Customer service agent providers
Mailing and communication service providers
Professional advisors (lawyers, accountants, auditors)
Corporate events: other companies in the event of a corporate sale, merger, reorganisation, dissolution or similar event;
Legal obligations: if you have consented to the disclosure, if we are required or authorised to do so by law, or in any other circumstances permitted by law.

International Disclosure of Personal Information
‍Your personal information may be disclosed to and accessed by staff, contractors, and service providers located outside of Australia and New Zealand, including in Europe, South East Asia & Central Asia.Some of the third parties we work with may also transfer or store your information in other countries as disclosed in their respective privacy policies.

‍Protecting Your Information Overseas
‍We will take all reasonable steps to ensure that overseas recipients protect your information in a way that, overall, provides comparable safeguards to those under Australia's Privacy Act 1988 and New Zealand's Privacy Act 2020. Where recipients are not subject to laws that provide similar protections, we will:

use contractual arrangements to require them to protect your information appropriately;
take other reasonable steps to ensure your information is protected; or
seek your consent before disclosing your information to them.

Note for Lloyd's Business: If we arrange insurance through Lloyd's of London, your information may be disclosed to underwriters, claims administrators, and other parties in the United Kingdom as necessary for underwriting, policy administration, and claims handling.

5 - Accuracy of Personal information

We take reasonable steps to ensure that the personal information we collect and store, use or disclose is accurate, up-to-date and complete. We do rely on you to advise us of any amendments required to your information to ensure it is accurate, up-to-date, and complete.

You have the right to access and request correction of the personal information we hold about you. If you would like to seek correction of your personal information, please contact us. Our contact details are at the end of our Privacy Policy under "Contact Us". You may also be able to update some of your personal information by logging into our website.

6 - Cookies

We use "cookies" and other similar technologies (for example third-party Pixels) to collect information about you and your activity across our website, and for marketing purposes (such as retargeting). A cookie is a small piece of data that our website stores on your computer and accesses each time you visit so we can understand how you use our website and serve you content based on preferences you have specified.
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The cookies and technologies we use include:

Essential cookies for website functionality
Analytics cookies (such as Google Analytics) to understand how you use our site
Marketing cookies for retargeting and advertising

You can manage cookie preferences through your browser settings. If you do not wish to accept cookies from us, you should instruct your browser to refuse cookies from our website, with the understanding that we may be unable to provide you with some of your desired service without them.

6A – Agent

Our website uses an automated agent to provide customer service and answer questions. When you interact with our agent:

Your messages and any personal information you provide are processed to respond to your inquiry
Conversations may be stored for quality assurance and service improvement
A human team member may review conversations to ensure quality service
The agent is powered by third-party service providers who process data in accordance with their privacy policies

The agent does not make decisions about your insurance coverage or claims. It is designed to provide information and support, with support available for our customer success team members.
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7 - Storage and Security

We may store your personal information, or back-ups of your personal information, in cloud services located in Australia, New Zealand and the United States.

Most of your information is stored in electronic systems. We take security seriously, and once we receive your data, we will take all reasonable steps to protect it from loss or theft, as well as unauthorised access, disclosure, copying, use or modification. However, no method of electronic transmission or storage is 100% secure and we cannot guarantee the absolute security of your data. It's important to be aware that sending and receiving information over the internet is at the user's own risk.
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‍Data Breach Notification
‍In the event of a data breach that is likely to result in serious harm to you, we will notify you and relevant regulators (the Office of the Australian Information Commissioner in Australia, and the Privacy Commissioner in New Zealand) as required by law.

‍Data Retention
‍We retain personal information only for as long as necessary to fulfil the purposes for which it was collected or as required by law. For insurance records, this is typically a minimum of seven years to comply with regulatory requirements. We securely dispose of or anonymise personal information that is no longer required.

8 – Your Privacy Rights

You have the following rights regarding your personal information:

Right to Access: Request access to the personal information we hold about you
Right to Correction: Request correction of inaccurate or incomplete information
Right to Erasure: Request deletion of your personal information in certain circumstances
Right to Restrict Processing: Request that we limit how we use your information
Right to Object: Object to certain types of processing, including direct marketing
Right to Data Portability: Request a copy of your information in a portable format
Right to Withdraw Consent: Withdraw consent for processing where consent was the basis

To exercise any of these rights, please contact us using the details in the "Contact Us" section below, or on our support page on our EIS or upcover website.

9 - Links

Our website may link to external sites that are not operated by us. Please be aware that we have no control over the content and practices of these sites and cannot assume responsibility for their treatment of your personal information. This privacy policy only covers our website and privacy practices.

10 - Changes to our Privacy Policy

We may make changes to this Privacy Policy from time to time and place any updated version of the Privacy Policy on our website, as well as any Underwriter's products or services mentioned on this website.

At our discretion, we may change our Privacy Policy from time to time. Your continued use of this site after any changes to this policy will be regarded as acceptance of our practices around privacy, your personal information and the updated Privacy Policy.

11 - Additional Privacy Information and Complaints

12 - Contact Us

If you have any questions about this Privacy Policy, wish to exercise your privacy rights, or would like to make a complaint, please contact us:
Email: hello@upcover.com or support@eisinsurance.com.au We aim to resolve all complaints promptly and notify you of the outcome. However, if you are still concerned:
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About privacy issues handled by us:

In Australia: Contact the Office of the Australian Information Commissioner (OAIC)
- Website: www.oaic.gov.au
- Phone: 1300 363 992
In New Zealand: Contact the Privacy Commissioner
- Website: www.privacy.org.nz
- Phone: 0800 803 909
- Email: enquiries@privacy.org.nz

About other complaints:

In Australia: Contact the Australian Financial Complaints Authority (AFCA)
- Website: www.afca.org.au
- Phone: 1800 931 678
- Email: info@afca.org.au
In New Zealand: Contact the Insurance and Financial Services Ombudsman Scheme (IFSO)
- Website: www.ifso.nz
- Phone: 0800 888 202
- Email: info@ifso.nz

Privacy Policy