Privacy Policy and Statement

About

Emergence Insurance (Emergence, we, us, and our) is committed to protecting the personal information of all our customers (who we refer to as customer, you or yours) in accordance with the Privacy Act and applicable Privacy Principles. This Privacy Policy and Statement sets out how we collect and store your personal information, when we may disclose this information, and how you can access and correct your personal information.

Emergence Insurance Group Pty Limited (emergence) group comprises three entities wholly owned by Emergence Insurance Group Pty Limited. Two of those entities operate as managing general agencies as Lloyd’s Coverholders, namely Emergence Insurance Pty Limited, in Australia and Emergence NZ Limited in New Zealand. Any reference to emergence in this policy applies to both Emergence Insurance Pty Limited and Emergence NZ Limited. The Privacy Act 1988 (Cth) requires entities bound by the Australian Privacy Principles (APPs) to have a privacy policy, and the Privacy Act 2020 NZ requires entities also have a Privacy Statement.

Our Privacy Statement applies to all instances where we collect your personal information. By using the products and/or services that we Emergence, each customer consents to the collection, use, disclosure, storage and processing of personal information in accordance with our Privacy Statement.

This Privacy Policy was reviewed last in February 2025 and will be reviewed annually and updated alongside legislative amendments.

How do we collect Personal Information?

The Personal Information we may collect, hold and use generally includes:

your name and contact information (including telephone and facsimile numbers, and email addresses)
information relating to the insured risk
other reference information and information about third parties that you may conduct, or are interested in conducting, business with.
marketing preferences and customer feedback – a customer may provide us with their marketing preferences, enter a contest, prize draw or other sales promotion, or respond to a voluntary customer satisfaction survey.
information enabling us to provide services – your status as director or partner, or other ownership or management interest in an organisation, your employment details and any other insurance you hold
financial information and account details such as your payment card number; bank account number and account details
we may obtain information about your criminal record or civil litigation history in the process of preventing, detecting and investigating fraud.

We also automatically collect certain information when you visit our website, some of which may be capable of personally identifying you.

Emergence will collect this personal information:

through any communication with us directly,
via phone and/or email;
through our website;
through our underwriting portal;
through your use (or prospective use) of our services,
through your insurance broker;

Emergence may supplement the information that is provided to us with information that we receive from third parties.

We do not collect any other personal information about you, including any details about your race, ethnicity, religious beliefs, sexual orientation, medical information, political information or any other genetic or biometric data, unless we collect that personal information as part of an assessment of a data breach of an Emergence insured client.

You may be able to deal with us without identifying yourself (i.e. anonymously or by using a pseudonym) in certain circumstances, such as when making a general inquiry relating to the products and services we offer. If you wish to do so, please contact us to find out if this is practicable in your circumstances.

Why do we collect and use your personal information?

We collect and hold your Personal Information for the primary purpose of providing and administering our insurance products and services to you. When we collect Personal Information from you, the collection statement may provide a more specific or broader purpose. Such purposes for collection may include:

to verify your identity;
in connection with the provision (or potential provision) of the services to you, including the provision of information to underwriters as part of the services;
to communicate with you in relation to the services;
to market the services to customers, including contacting you electronically (i.e. by text, email or an online messaging platform);
to undertake credit checks of any customer (if necessary);
to undertake sanction checks of any customer;
to invoice you and to collect money that you owe, including authorising and processing credit or debit card transactions;
to respond to communications from you, including any complaints;
to co-operate with any government, industry or regulatory authorities;
to protect and/or enforce our legal rights and interests, including defending any claim;
for any other purpose authorised by a customer and/or the Privacy Act.

How do we disclose information?

In order to provide our services to you, for the purposes listed in this policy and to meet our compliance obligations, we may disclose personal information to:

our related body corporates, your broker or third parties as is required in order to provide our products and services, including our external service providers, such as payment system operators, lawyers, accountants, other advisers, financial institutions and information technology providers;
to agents, Lloyd’s underwriters; insurers, reinsurers, other insurance intermediaries, insurance reference bureaus and industry bodies and groups; claims management and related service providers;
the insurance and Financial Ombudsman Service or other alternative dispute resolution schemes;
administrative service providers;
any government organisation or agency, and;
any other entities notified to you at the time of collection

We will not disclose your personal information for any purposes outside this Policy, or as required by regulatory authorities, without your specific consent. We may, however, use or disclose deidentified or statistical information.

We may disclose personal information overseas to countries including countries within Asia, the UK and Europe and the United States of America for the purposes outlined in this Policy. If we disclose your information overseas, we will notify you of this on collection, and we will take reasonable steps to ensure that the overseas recipient does not breach privacy principles.

How do we protect and retain personal information?

We take reasonable steps to protect any Personal Information that we hold from misuse, interference and loss, and from unauthorised access, alteration and disclosure.

For example, we maintain physical security over our paper and electronic data stores and premises, such as locks and security systems. We also maintain computer and network security. For example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to computer systems.

However, data protection measures are never completely secure and, despite the measure we have put in place, we cannot guarantee the security of your Personal Information. You must take care to ensure you protect your Personal Information (for example, by protecting any usernames and passwords). You should notify us as soon as possible if you become aware of any security breaches.

Emergence will hold personal information collected in accordance with this Privacy Statement both before and after the provision of its services in order to fulfil the purposes for which it was collected, but only for so long as we are legally entitled to do so.

Your Rights and the Complaints Process

You have the following rights in relation to your personal information:

you can request access to your personal information;

you can request a correction to your personal information;

you can request the deletion or removal of your personal information;

you can object to the processing of your personal information;

you can request a restriction on the processing of your personal information;

you can request a transfer of your personal information to you or a third party;

you can withdraw consent to the use of their personal information.

If at any time you wish to exercise any of the rights above, please contact us using the details in our ‘Contact Us’ section. You will need to provide us with sufficient details regarding your complaint together with any supporting evidence and information.

We will refer your complaint to our Privacy Officer who will investigate the issue and determine the steps that we will undertake to resolve your complaint. We will contact you if we require any additional information and will notify you in writing of the outcome of the investigation. We will try to resolve any complaint within 14 working days. If this is not possible, you will be contacted within that time to let you know how long it is likely to take us to resolve your complaint.

Cookies

Like many website operators, we may use standard technology called cookies on our website. Cookies are small data files that are downloaded onto your computer when you visit a particular website. Cookies help provide additional functionality to the site or to help us analyse site usage more accurately. For instance, our server may set a cookie that keeps you from having to enter a password more than once during a visit to one of our sites.

In all cases in which cookies are used, the cookie will not collect personal information except with your consent. You can disable cookies by turning them off in your browser; however, our website may not function properly if you do so.

Contact Us

If you wish to gain access to your personal information, want us to correct or update it, have a complaint about how we have treated your personal information or any other query relating to our privacy policy, please contact us as below:

AUSTRALIA

The Privacy Officer
T: 1300 799 562
E: privacy@emergenceinsurance.com.au

Alternatively, you can contact us via:

Emergence Insurance Pty Ltd
Level 8
4-6 Bligh Street
Sydney NSW 2000
GPO Box 327
Sydney NSW 2001

In Australia, for further information on privacy, visit the Australian Government’s Office of the Australian Information Commissioner Website at www.oaic.gov.au.

NEW ZEALAND

The Complaints Officer
T: 0800 129 237
E: info@emergenceins.co.nz