Privacy Officer

Phone: 1300 908 631


Post: Privacy Officer
Woolworths Group Limited
PO Box 8000

Download PDF of the Collection Notice to 14 Feb 2021

Effective Date: 15 Feb 2021

Why we collect your information

Woolworths Car, CTP, Home and Contents, Landlord’s, Pet and Travel Insurance Collection Notice

How we collect, use and share your personal information

At Woolworths Insurance, we care deeply about your privacy. And that means giving you what you need to make informed choices.

We want to make it simple for you to understand how we collect, use and share your personal information. If you are a Life Insurance or Funeral Insurance customer, please refer to the Woolworths Life Insurance and Funeral Insurance Collection Notice in the following Section.

If you are a customer of other Woolworths Insurance products, please read on to find out more.

Who do we work with?

Woolworths Insurance is a registered business name of Woolworths Group Limited (ABN 88 000 014 675) (Woolworths). When we refer to “we”, “us” or “our” in this notice, we mean Woolworths Insurance.

We work with The Hollard Insurance Company Pty Ltd (ABN 78 090 584 473) (Hollard) and QBE Insurance (Australia) Limited (ABN 78 003 191 035) (QBE) to provide you with insurance products. Hollard issues and is the insurance provider of Woolworths Car (other than compulsory third party), Home and Contents, Landlord’s, Pet and Travel Insurances and QBE issues and is the insurance provider of Woolworths Compulsory Third Party (CTP) insurance. 

Hollard and QBE (as relevant) will be providing certain insurance related services in connection with your insurance policy and will be reviewing claims you might make on your insurance policy.

Woolworths acts as an authorised representative of Hollard and acts as an agent of QBE.

For Woolworths Roadside Assistance (including Roadside Assistance as an add-on service), we work with Allied Service Providers, including Digicall Assist Pty Ltd (ABN 92 152 605 340) (Digicall)  who is the provider of the roadside assistance services and provides support in relation to any related customer services. 

What personal information do we collect?

We collect your personal information such as your name, contact details and date of birth. However, there are a broad range of Woolworths Insurance products and each requires us to collect different personal information relevant to that insurance product which would be impractical to list here.

We may need to collect sensitive information (as defined in the Privacy Act 1988 (Cth)) such as your health status and history to provide you with an insurance policy (in particular, Home and Contents, and Car Insurance) and to administer your policy. Where this is needed, we will ask for your consent to this collection.

Why do we collect personal information?

First and foremost, we collect your personal information to process your application, administer your policy, collect your payments, and provide and improve our customer service. 

We may also use your personal information to:

  • link your policy to your Everyday Rewards account for additional offers and benefits if you provide us with your Everyday Rewards number
  • investigate and respond to your enquiries and complaints
  • record your feedback and product reviews, and potentially publish your feedback and product reviews only with your permission
  • identify and offer you additional products or services that are likely to interest you
  • improve our business generally, including by monitoring or recording our interactions with you for training purposes
  • plan, research and develop existing and new products
  • manage risks
  • monitor for cases of potential fraud and conduct relevant investigations.

We collect personal information for other purposes which are within your reasonable expectation or permitted by law.

If you do not provide the information we need, we may not be able to provide the services you require, or it may affect Hollard’s or QBE’s ability to assess any claims made by you.

How do we collect personal information?

In addition to collecting personal information directly from you, we may collect this from people and organisations you have authorised to share your personal information with us (including from Hollard and QBE). 

Where appropriate, we may also collect personal information about you from other sources, including:

  • your authorised representatives (such as a person authorised by you through a power of attorney)
  • another party involved in a claim
  • service providers, including credit reporting and technology companies
  • any insurer who transfers your insurance to Woolworths on your request. 

If you would like to understand more about how any of the Woolworths’ insurance providers (i.e. Hollard and QBE) collect, hold, use and share your personal information you can access Hollard’s Privacy Policy or QBE’s Privacy Policy online. You can also access Digicall’s Privacy Policy if you would like to know how Digicall manages customer information for the Roadside Assistance service.

Who do we share your personal information with?

In the course of carrying out the activities outlined above, Woolworths may need to share some of your personal information with other parties. These may include: 

  • the Woolworths group, for instance when we link your policy to your Everyday Rewards account;
  • insurance and distribution parties including insurers and reinsurers; brokers; agents and other intermediaries; advisors; authorised representatives; distributors; parties that arrange or administer your insurance administrator; marketing partners; and financial institutions and credit providers assisting with valuations;
  • parties assessing and processing claims including other parties involved in claims; claims investigators; home assessors (for home insurance); medical and emergency repatriation providers (for travel insurance); external claims data verifiers and processors;
  • governmental bodies, regulators, law enforcement agencies and other persons where required or permitted by law; or
  • other service providers that support our day-to-day operations across functions such as billing, providing insurance quotes to you, payments, debt collection, fraud detection, marketing, data storage and analysis. These parties access only personal information they need to service Woolworths Insurance.

We may need to share your sensitive information (as defined in the Privacy Act 1988 (Cth)) such as your health status and history to insurers, reinsurers and their agents and intermediaries for relevant insurance products, such as travel insurance. We will notify you and request your consent if we need to disclose any sensitive information collected from you.

We may sometimes need to share your personal information overseas, for instance when using cloud computing services. For details of how Hollard and QBE, both of which operate internationally, store, use and disclose your personal information, please see their respective privacy policies. Visit the Woolworths Group Privacy Policy for more information about Woolworths’ disclosure of personal information to overseas recipients. 

Your rights

If you have a query or complaint you would like to discuss relating to a privacy matter, you can contact the Woolworths Group Privacy Officer (using the contact details listed above). 

Visit the Woolworths Group Privacy Policy for more information on marketing communications, how you can access or correct personal information about you held by Woolworths or complain about a breach of the Australian Privacy Principles.


Woolworths Life Insurance and Funeral Insurance Collection Notice

Woolworths Group Limited ABN 88 000 014 675 (Woolworths), Swiss Re Life & Health Australia Limited ABN 74 000 218 306, AFSL 324908 (Swiss Re) and Greenstone Financial Services Pty Ltd ABN 53 128 692 884 (GFS), (each a “Recipient” and collectively referred to as ‘we’, ‘our’ or ‘us’, unless stated otherwise), are subject to the Australian Privacy Principles under the Privacy Act 1988 (Cth). The Recipients jointly issue this Collection Notice with respect to Woolworths Life Insurance and Funeral Insurance policies.

We collect personal information (including sensitive information (as defined in the Privacy Act 1988 (Cth)) for the purpose of processing insurance applications, administering your insurance policy, responding to your enquiries and assessing and paying claims under your insurance policy. Where possible, we collect personal information directly from you or, where that is not reasonably practicable, from other sources (with your consent, if required by law).

We may use your personal information to consider your application(s), designing or underwriting new insurance products, for fraud detection purposes, for research and analytical purposes, to perform administrative functions (including for example accounting, risk management, staff training, etc.), and to comply with our legal obligations. 

If you do not provide this information in whole or in part, we may not be able to provide the services you require, or you may be deemed to not have complied with your duty of disclosure, which could affect the outcome of any claim.

We may disclose your personal information:

  • to our related companies who assist us in providing our products and services;
  • to agents and third-parties who assist us in processing applications for, handling claims under and administering insurance products, including but not limited to lawyers and other advisors, medical service providers, external claims data collectors, investigators and verifiers, and your employer;
  • to reinsurers, brokers and other intermediaries;
  • to third party service providers who perform functions or services on our behalf, such as IT services and mailing functions;
  • within Woolworths Group for planning, researching, developing, identifying and notifying you of products and services which may be of interest to you; 
  • where otherwise required or permitted by law.

Some of the companies we may disclose your personal information to may be located overseas, including in Hong Kong, China, India, the United Kingdom, the United States of America and Switzerland.

If you wish to access, update or seek correction of any personal information, to make a complaint about a breach of privacy or if you have any other query relating to privacy, further information can be obtained from each Recipient’s Privacy Policy, provided below:

Alternatively, you can call Woolworths on 1300 10 1234 Monday to Friday, between 8am and 8pm (AEST/AEDT), or you can write to:

Policy owner Services
Woolworths Life Insurance / Woolworths Funeral Insurance (as applicable)
PO Box 6728
Baulkham Hills NSW 2153



Learn more about how we look after your privacy

Your privacy, made simple, at Woolworths Insurance.