RSPCA Pet Insurance privacy policy

Privacy Policy

About

At RSPCA Pet Insurance, we understand how important your privacy is. This Privacy Policy explains how RSPCA Pet Insurance (“RSPCA Pet Insurance”, “we”, “us” or “our”) collects, uses, stores and shares your Personal Information.

We are bound by the Australian Privacy Principles (APPs) in the Privacy Act 1988 (Cth) and are committed to managing your Personal Information in a clear, fair and transparent way.

RSPCA Pet Insurance offers and promotes pet insurance products that are underwritten by Pacific International Insurance Pty Limited (“Pacific”), and RSPCA Australia in connection with animal welfare‑related services. When engaging with Pacific or RSPCA Australia, it is important to consider any other privacy policy that applies to these entities.

In this Privacy Policy:

Personal Information means information or an opinion about you where your identity is clear or can reasonably be worked out.
Sensitive Information is a special category of Personal Information defined under the Privacy Act. We generally don’t collect Sensitive Information about individuals unless it’s needed to provide our services, or we’re allowed to do so by law.

Our Commitment to Privacy

We’re committed to earning and keeping your trust. That means taking reasonable steps to protect the Personal Information we hold from misuse, interference, loss, unauthorised access, modification, or disclosure.

If you ever have questions or concerns about how we handle your Personal Information, our Privacy Officer is here to help. You can find our contact details in the Contact Details section of this Privacy Policy.

Personal Information We Collect and Hold

Types of Personal Information Collected

We only collect Personal Information that’s reasonably necessary for us to do what we do. This may include:

your name and contact details;
information about your pet, such as species, breed and age;
information you give us when you enquire about or apply for pet insurance;
information relevant to evaluating and processing any claims you make under your policy; and
your marketing preferences.

How Personal Information Is Collected and Held

Most of the time, we collect Personal Information directly from you. This might be when you:

visit our website or fill out an online form;

get in touch with us by phone or email; or

take part in one of our promotions or campaigns.

We may also collect some information automatically when you use our website, such as through cookies and analytics tools.

RSPCA Pet Insurance is responsible for collecting your Personal Information. We may share it with Pacific International Insurance Pty Limited and RSPCA Australia so they can carry out their respective roles.

We store Personal Information securely in electronic systems and take reasonable steps to keep it safe. When we no longer need Personal Information, we take reasonable steps to destroy it or permanently de‑identify it, unless we’re required to keep it by law.

Purposes of Collection, Use and Disclosure

We collect, use and share Personal Information so we can:

offer, promote and help you access insurance products underwritten by Pacific International Insurance;
respond to your questions and manage our relationship with you;
send you information about products, promotions and services you might be interested in;
support animal welfare‑related services and initiatives;
improve our products, services and customer experience;
handle feedback or complaints; and
meet our legal and regulatory obligations.

Where appropriate, we may also collect or verify information about you or your pet from national claims databases and other industry databases, to help us assess risk, prevent fraud, and evaluate or process claims.

If you don’t provide the Personal Information we ask for, we may not be able to assess your eligibility for pet insurance or contact you about our products.

Use and Disclosure of Personal Information

We use and share Personal Information mainly for the purposes we collected it for.

Sometimes we may also use or disclose Personal Information for another reason. We’ll only do this where:

it’s related to the original purpose or you’d reasonably expect it;
you’ve given us your consent;
the law requires or allows it; or
the Privacy Act otherwise permits it.

We may share Personal Information with:

Pacific International Insurance and its related entities;
RSPCA Australia and its related entities;
our employees, contractors and service providers;
companies that help us with marketing, technology, analytics or communications; and
government, regulatory or law enforcement bodies where required.

We take reasonable steps to make sure anyone we share Personal Information with handles it in a way that’s consistent with this Privacy Policy.

Direct Marketing

From time to time, we may use your Personal Information to let you know about insurance products underwritten by Pacific, promotions or animal‑related services that we think might be relevant to you.

If you’d rather not hear from us, you can opt out at any time by using the unsubscribe link in our messages or by contacting us using the details in the Contact Details section.

Overseas Disclosure of Personal Information

In some cases, Personal Information may be shared with service providers who operate or store data overseas.

These locations may include:

Australia;
New Zealand;
South Africa;
the United Kingdom; and
the United States of America.

We take reasonable steps to make sure overseas recipients don’t breach the Australian Privacy Principles, unless the Privacy Act says otherwise.

Access and Correction

You can ask to access the Personal Information we hold about you, or ask us to correct it if it’s wrong, at any time.

We’ll respond within a reasonable timeframe and let you know if there’s a legal reason we can’t give you access.

Complaints and Concerns

If you’re concerned about how we’ve handled your Personal Information, please get in touch with our Privacy Officer so we can try to resolve things quickly and fairly.

If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC).