Privacy Policy

2.1 Customer Information

• Name, date of birth, contact details (address, phone, email).
• Payment and transaction information.
• Pet information (species, breed, age, medical history, vaccination records).
• Claims and coverage history.
• Communications and correspondence with Unleashed.
• General statistical information using technology such as cookies.

2.2 Sensitive Information

We may collect health information about pets (which is not 'sensitive information' about individuals under the Privacy Act) and, where relevant, sensitive information about individuals such as health information in the context of insurance claims or employment. We will only collect sensitive information with consent or as otherwise permitted by law.

2.3 Employee and Contractor Information

We collect personal information about employees and contractors including identification, tax file numbers, superannuation details, employment history and performance records, as necessary for employment purposes.

2.4 Information from Third Parties

We may receive personal information from third party sources that include:

• Veterinary practices, in connection with claims.
• Comparison websites and distribution partners.
• Credit reporting bodies (where applicable).
• Government bodies (e.g., AFCA, ASIC).

We collect and use personal information to:

• Provide quotes, or to issue and administer pet insurance policies.
• Assess and process claims.
• Manage customer relationships and respond to enquiries and complaints.
• Meet contractual, regulatory and legal obligations, including under the Corporations Act, Insurance Contracts Act and the Privacy Act.
• Prevent and detect fraud and financial crime.
• Conduct market research, product development, and business analytics.
• Market and communicate our products and services (subject to consent where required).
• Register your interest in our future products.
• Manage employment and contractor relationships.
• Artificial Intelligence (AI): We may use technology, including AI, to help make predictions, recommendations or decisions, in a manner similar to human decision-making, based on patterns in data. This may include using AI as part of assessing and processing claims, underwriting and pricing policies, and detecting potential fraud. We will only use AI with your personal information for purposes we have told you about in this Policy. We will only input your information into the System where it operates within a technology environment that we own or that we are reasonably satisfied is private to us.

We may disclose personal information to:

• The product’s issuer, Assetinsure Pty Ltd, for purposes which include policy administration, claims and complaints, and to the extent necessary to ensure Assetinsure can comply with its various obligations.
• Reinsurers, as required in connection with the underwriting of risk.
• Our Internal Claims and Policy Management system and third-party service providers (including our policy administration system provider, Appsure-Australia).
• Technology providers that host or support the automated and AI-assisted tools we use as part of our own in-house claims handling, underwriting and fraud detection processes.
• Marketing and customer relationship management technology providers, engaged as our processors under our instructions to manage customer communications and follow-up (for example, in relation to quotes and enquiries).
• Veterinary practices/hospitals and other qualified pet health practitioners involved in a claim.
• Legal advisers, auditors, regulatory bodies and external dispute resolution schemes (including ASIC and the ATO), and as required or permitted by law.
• Debt collection and fraud prevention agencies, where lawfully permitted.
• Our financial services technology providers, including Stripe (the cash payment facility).

5.1 Overseas Disclosure of Personal Information

Some of the third parties described in this section may store or process personal information outside Australia. Before disclosing personal information to an overseas recipient, we take reasonable steps to ensure the recipient does not breach the Australian Privacy Principles in relation to that information, except where the Privacy Act otherwise permits. The countries in which these recipients may be located will vary depending on the services and products we provide to you. They may change from time to time but could include without limitation the United States, Ireland, the United Kingdom, India, France, Spain, Romania, the Philippines, Malaysia, Colombia and Japan, and other countries where our service providers or their affiliates operate.

Unleashed takes reasonable steps to ensure personal information is accurate, complete, and up-to-date. We implement technical and organisational security measures to protect personal information from misuse, interference, loss, unauthorised access, modification, and disclosure. These include:

• Access controls and role-based permissions.
• Encryption of data in transit and at rest.
• Security monitoring and incident response procedures.
• Staff training on privacy and data handling obligations.

Unleashed Contact:

• Email: help@unleashedpets.com.au
• Address: L10, 45 Clarence Street, Sydney NSW 2000

Unleashed Contact:

• Email: feedback@unleashedpets.com.au
• Address: L10, 45 Clarence Street, Sydney NSW 2000

If you are not satisfied with our review, you may take your complaint to the Australian Financial Complaints Authority (AFCA) which is a recognised external dispute resolution scheme. You can contact AFCA by:

• Phone on: 1800 931 678 (free call)
• Post at: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
• Email at: info@afca.org.au

Lastly, the Office of the Australian Information Commissioner also has the power to investigate complaints and recommend appropriate action to remedy your complaint. You can contact the Commissioner by:

• Phone on: 1300 363 992
• Post at: The Privacy Commissioner, GPO Box 5218, Sydney 2001
• Email at: enquiries@oaic.gov.au