Privacy policy
Petcover is committed to protecting your privacy and acting in accordance with the Privacy Act, which sets out standards for the collection, use, disclosure and handling of personal information.
How we collect personal information
We collect personal information either directly from the relevant individuals or indirectly from third parties.
We use cookies to help keep track of your pet insurance quote including when you have abandoned your quote and this information is used to determine when to send reminder messages via SMS.
For example, an insured may not only provide us with information on themselves for the purpose of obtaining our services but also on other insured’s who they represent. We may also obtain personal information from past insurers, witnesses to claims, health care workers and publicly available sources etc.
Where we collect personal information about you from another source rather than directly from you, we will take reasonable steps to notify you of the collection and the matters required under the Privacy Act 2020, unless an exception applies.
We may record incoming and/or outgoing telephone calls for training or verification purposes. This allows us to check information you have given us and to verify information we have given you. Where we have recorded a telephone call, we can provide you with a copy at your request, where it is reasonable to do so.
Why we collect your personal information
We collect your personal information to enable us to provide our products and services, including to process and settle claims; offer our products and services and those of our related companies, brokers, intermediaries and business partners that may interest you; and conduct market or customer research to determine those products or services that may suit you.
If you do not provide the personal information we request, we may be unable to provide a quote, arrange insurance cover, administer your policy, assess claims or otherwise provide our products and services.
Access to your personal information
You have the right to request access to and correction of your personal information. We will respond to requests as soon as reasonably practicable and in accordance with timeframes and requirements of the Privacy Act.
How to disclose personal information
We do not use or disclose personal information for any purpose that is unrelated to our services and that you would not reasonably expect (except with your consent).
We may disclose personal information to insurers, reinsurers, veterinarians, veterinary clinics, claims assessors, investigators, legal advisers, payment service providers, technology providers, regulatory authorities and dispute resolution bodies where necessary to provide our services or where required by law.
In providing you with insurance services, we may transfer your personal and/or sensitive personal information to Australia, the United Kingdom, the European Union, India or other countries where it is necessary to provide our services. This may include disclosure to insurers, reinsurers, service providers and technology providers located overseas.
Where we disclose personal information outside New Zealand, we will take reasonable steps to ensure that the recipient is subject to privacy protections that provide safeguards comparable to those under the New Zealand Privacy Act 2020. We will also ensure that appropriate measures are taken to safeguard your personal and/or sensitive personal information.
What we expect of you and third parties we deal with
When you give us information about another person (for example, when a policy is held in a joint or company name), you confirm that you are authorised to do so, and will provide them with a copy of all documentation, including this Privacy Policy.
Security of your personal information
We endeavour to protect any personal information that we hold from misuse and loss and to protect it from unauthorised access, modification and disclosure. We maintain physical, electronic and procedural safeguards designed to protect personal information from unauthorised access, loss, misuse, modification or disclosure.
Breach notification statement
If a privacy breach occurs that has caused, or is likely to cause, serious harm, we will notify affected individuals and the Office of the Privacy Commissioner as required under the Privacy Act 2020.
Retention of personal information
We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, including policy administration, claims handling, legal and regulatory obligations, dispute resolution and business record keeping requirements. When personal information is no longer required, it will be securely deleted, destroyed or de-identified.
Disputes
We will acknowledge your complaint promptly and aim to resolve it as quickly as possible. You may also contact our Internal disputes team at:
Phone: 0800 255 426 or
Email: support.nz@petcovergroup.com.
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner:
Website: www.privacy.org.nz
Phone: 0800 803 909
Opting out
If we send you any information about services or products, or you do not want us to disclose your personal information to any other organisation (including related bodies corporate) you can opt-out by contacting us (details below).
How to contact us
If you wish to gain access to your personal information, or you want us to correct or update it, or you have a complaint about a breach of your privacy, or any other query relating to our Privacy Policy, contact us during business hours on:
Telephone: 0800 255 426
Mail: PO Box 112 250, Penrose, Auckland 1642
Email: info.nz@petcovergroup.com
We will respond to your query or complaint as soon as possible and will try to resolve any complaint within 2 working days. If this is not possible, our international Dispute Resolution team will contact you within 10 working days.
Any unresolved complaints should be referred to the Privacy Commissioner.
Legal
Please read this notice with care as by using this site you agree to be bound by its terms.
If we decide to make changes to the notice, we will post any changes on this page. If you have any queries, please contact us.
Protecting your privacy is important to us. We promise to respect and safeguard your personal information. We shall try to ensure that your details are accurate and kept up to date. We set out below how we use this information.
We collect and use personal information for the purposes described in this Privacy Policy, including providing quotes, arranging insurance cover, administering policies, assessing claims, complying with legal obligations and communicating with customers. Such information may include your name, address, telephone number, e-mail address, bank details and renewal date(s) as well as your credit or debit card number and expiry date.
The above excludes text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Where we use your personal details to tell you about other products and services, we will give you the opportunity to inform us that you do not wish your details to be used in this way.