MetLife Insurance Limited (ABN 75 004 274 882) ("We/us/our")
26 May 2016
MetLife Insurance Limited (MetLife) in the course of providing insurance services, may collect personal information in relation to its insureds, third parties, prospective and actual employees (collectively referred to as "you" or "your"). Any personal information collected by us is treated with strict confidence and used solely for the purpose for which it was collected or as authorised by law.
'Personal information' means information or an opinion about an identified individual, or an individual who is reasonably identifiable:
(a) whether the information or opinion is true or not; and
(b) whether the information or opinion is recorded in a material form or not.
'Sensitive information' means a sub set of personal information and concerns particular topics including information about health, racial or ethnic origin, political, philosophical or religious views or affiliations, sexual preferences or practices, memberships of professional or trade associations or trade unions or criminal records.
At MetLife, we respect the privacy of your personal information in our care and we recognise that appropriate safeguarding of your privacy is very important to you. We are committed to protecting the privacy of your personal information in accordance with the Federal Government's Privacy Act 1988 (as amended) and in particular with the Australian Privacy Principles (Privacy Principles).
The Privacy Act details the Privacy Principles,that set minimum standards for how private sector organisations should collect, use, disclose, keep secure and provide access to personal information.
We will collect the information necessary for us to provide you with the products and services you have requested from us, and to manage your claims.
We will only collect your sensitive information if you have provided us with consent to do so. Where practicable, we will give you the option of interacting with us anonymously.
The information we collect and hold generally includes your name, address, date of birth, contact details (such as your phone number, fax number and/or email address), and records of your communications and interactions with us (this includes activity related to your use of our digital services). We may also collect and hold other information as required to provide services or assistance to you, including your gender, employment, details of your previous insurances, sensitive information (such as health information and criminal records), and claims history.
You do not have to provide us with your personal information, but if you do not do so we may not be able to provide you with our products or services.
We may collect your information in various ways, including via telephone, our websites, hard copy forms or email. We may monitor and record your communications with us (including email and telephone) for security, dispute resolution, and training purposes. Whenever you choose to deal with us directly, we will where possible collect this information directly from you.
While we generally try to collect personal information directly from you and not from third parties, however, there are situations where it is not reasonable and practicable to collect information directly from you. These may include:
We may also collect information relating to your use of our websites through the use of various technologies. Our systems record a variety of information in relation to interactions with our online services. For example, we may use such technologies to determine location data (where available and not disabled by the user), dates, times, data entered and user activity such as whether you've opened an email from us or clicked on a link contained in that email to access our websites. Collecting information in this manner allows us to collect statistics about the usage and effectiveness of our websites, personalise your experience and tailor our interactions with you.
Some personal information we hold is 'sensitive' and subject to greater restrictions.
Sensitive information relates to a person's racial or ethnic origin, political opinions or membership of political bodies, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association or trade union, sexual preferences or activities, criminal record, state of health and medical history.
Some sensitive information is usually needed for applications for life insurance products and to manage claims on those products. It is MetLife's policy that sensitive information will be used and disclosed only for the purposes for which it was provided, unless the customer agrees otherwise or the use or disclosure of this information is allowed by law.
We only use your information for the purpose for which it was provided to us, related purposes and as permitted by law. Such purposes include:
We will only use your sensitive information for the purposes for which it was initially collected, other directly related purposes or purposes to which you otherwise consent.
If you are not a customer (for example, if you are a medical practitioner, investigator, expert, claimant or other third party), your information will only be used for the specific purpose or claim for which it was provided to us, unless you have consented to other uses.
On occasion, we, and our related companies, may use your personal information to provide you with information about the products and services we offer. If you do not wish to receive any of this information you may choose to "opt out" of receiving marketing communication by contacting us on 1300 555 625 or by sending an email to email@example.com.
Where appropriate we will disclose your information to our related entities and third parties who provide services to us or on our behalf, including:
|Mailhouses||Policy schedule production and other mail related services|
|Administration and other technology services||Data entry, data processing, continuity of business, account maintenance and documentation|
|Investigators, medical attendants, other insurers and reinsurers||Assessing your application, underwriting and claims assessment and verifying health information.|
|Insurance industry and reference bodies||Claims matching and cross referencing|
|Professional and financial advisors||Administering your policy|
|Superannuation fund trustees||Administering your policy|
|Industry Disputes Resolution bodies||Complaints and disputes resolution|
|Government and regulatory bodies||To comply with laws including anti-money laundering and counter terrorism financing laws and regulations or for compliance related services|
We will only disclose your sensitive information for the purposes for which it was initially collected, other directly related purposes or purposes to which you otherwise consent.
We take steps to ensure that our service providers are obliged to protect the privacy and security of your personal information and use it only for the purposes for which it is disclosed.
The third parties to whom we disclose personal information may be located in Australia and other countries including The United States, Canada, France, Germany, Singapore Ireland, South Africa, Hong Kong and Singapore. We will protect your personal information either by ensuring that the overseas country has similar protections in relation to privacy or that we enter into contractual arrangements with the recipient of your personal information that safeguards your privacy in a manner consistent with the requirements of the Australian privacy laws.
We provide information and services through a range of digital and online services including websites (e.g. metlife.com.au) and email. These services may be operated by us to provide a consistent experience, personalise your use of each of those services and provide targeted marketing.
MetLife digital services may use "cookies". A 'cookie' is a piece of information that allows the server to identify and interact more effectively with your device. When you use one of our websites, we send you a cookie that gives you a unique identification number. A different identification number is sent each time you use one of our websites. Cookies do not identify individual users, although they do identify a user's browser type and your Internet Service Provider (ISP). You can configure your browser to accept all cookies, reject all cookies, or notify you when a cookie is sent. Please refer to your browser instructions or help screens to learn more about these functions. If you reject all cookies, you may not be able to use our websites. To evaluate the effectiveness of our website advertising, we may use third parties to collect statistical data. No personal information is collected on these occasions.
In many cases the information we collect in relation to our digital services is not related to an individual but of an aggregated or statistical nature. In other cases we may associate information about your individual use of our digital services (for example, where on any occasion you followed a link sent to you by email).
We are committed to keeping your personal information secure and will use all reasonable precautions to protect it from loss, misuse or unauthorised alteration, including:
We take reasonable steps to ensure the information we collect and hold about you is accurate, complete and up-to-date. However, we also rely on you to advise us of any changes to your information or corrections required to the information we hold about you.
Please let us know as soon as possible if there are any changes to your information or if you believe the information we hold about you is not accurate, complete or up-to-date.
We will, on request, provide you with access to the information we hold about you unless otherwise required or permitted by law. In the case of access and correction requests, please provide as much detail as you can about the particular information you seek, in order to help us retrieve it. We will notify you of the basis for any denial to access your information. We may ask you to complete a 'Personal Information Access Request Form' which can be found at www.metlife.com.au/privacy and may charge you a service fee for retrieving and sending the information to you.
If you are subject to the Australian privacy regime, you have the option of not identifying yourself or of using a pseudonym unless we are required or authorised under Australian law or a court/tribunal to identify you, or it is impracticable to deal with you anonymously or by a pseudonym.
We will refer your complaint to our Privacy Officer who will investigate the issue and determine the steps we will undertake to resolve your complaint. We will contact you if we require any additional information from you and will notify you in writing of the determination of our Privacy Officer.
Phone: 1300 555 625
Mail: PO Box 3319, Sydney NSW 2001
If you are dissatisfied with our response, you may refer the matter to the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au and on 1300 363 992.
How to contact us