we are a
life insurance
focused business
We operate in all states in Australia and are dedicated to
on providing training to our Authorised Represenatives.
GET IN TOUCH
03 7064 4894
(M-F 8:30am - 5:30pm AEST)
[email protected]
Important Information
Life Experts Pty. Ltd. (Life Experts)
ABN 35 647 911 671
Australian Financial Services License No. (AFSL) 553827
Privacy Policy
About this policy
This policy explains what personal information we collect, why we collect it, who we share it with and how you can see or correct it."We" and "us" means Life Experts Pty Ltd (ABN 35 647 911 671, AFSL 533827). We hold an Australian financial services licence and our authorised representatives give life insurance advice under it.We follow the Privacy Act 1988 and the Australian Privacy Principles. Personal information means any information about you that identifies you, or could reasonably identify you.Why we collect your information
We collect personal information to:
• give you quotes and compare life insurance options
• help you apply for cover and place it with an insurer
• look after your policy after it starts
• contact you later to see if your cover still suits you
• tell you about other products and services we offer
• meet our legal duties as a financial services business
• handle any complaint you makeIf you don't give us the information we ask for, we may not be able to give you a quote or help you apply.What we collect
To give you a quote we usually ask for your:
• name, date of birth and gender
• address, phone number and email
• occupation and income
• details of any insurance you already holdTo apply for cover, insurers also need health and lifestyle information. This includes your medical history, smoking status, hobbies and sometimes information from your doctor. This is sensitive information under the Privacy Act. We only collect it with your consent and only to place or manage your cover.We may also ask for details of other people, such as a partner you want covered or the person you want a claim paid to. Please only give us their details if they know you are doing so and agree.How we collect it
Most of the time you give it to us directly, by phone, email, text message or our website forms.Most often our authorised representatives collect your information when they help you with your insurance, and share it with us so we can supervise the advice you receive.We may also collect information from:
• insurers, about a policy you hold or are applying for
• the insurer, which may send us a copy of the medical screening your doctor or nurse did for your application, with your signed permission
• our authorised representatives
• public sources such as social media, where the law allowsWe record all calls for compliance and training, and to keep a record of the conversation if it is ever needed.Who we share it with
We share your information with:
• insurers you ask us to get quotes from, or that you apply to
• our authorised representatives who look after you
• medical services that arrange health checks for your application
• companies that provide our systems, such as our customer database, phone system and email
• our staff and contractors, including offshore teams (see below)
• regulators, courts and dispute bodies when the law requires itInsurers and other companies we share your information with have their own privacy policies.We do not sell your personal information.Some of our team is overseas
We use staff and service providers in the Philippines and India. They can see your information to do their work, under contracts that require them to protect it. All our records are stored in our customer database on servers in Australia.We will contact you again
Life changes, and so do insurance prices. We keep your details after your enquiry or policy so we can contact you later. We may call, email or text you to:
• ask whether your cover still suits you
• let you know if a better-priced policy is available
• tell you about other products and services we offer, now or in the futureYou can opt out at any time. Every marketing email and text has an unsubscribe link, or you can call us on 03 7064 4894. If you opt out, we will still contact you about a policy you hold with us when we need to.How long we keep it
We keep records of the advice we give and the policies we arrange for at least seven years, as financial services law requires, and often longer. When we no longer need information we delete it, or strip out anything that identifies you.How we protect it
We keep your information in secure systems with access limited to staff who need it. Staff are trained in privacy and bound by confidentiality. If your information is lost, stolen or accessed without permission, and that is likely to cause you serious harm, the law requires us to tell you and the Office of the Australian Information Commissioner. We will do that as soon as we can, and tell you what you can do to protect yourself.Our website
Our website uses cookies and analytics tools from Google and Bing to see how people use the site. This records your IP address, the pages you visit and the site you came from. It does not identify you by name. You can block cookies in your browser, but some parts of the site may not work.If you share a page from our site on social media, that platform's privacy policy applies to what it collects.You can see and correct your information
You can ask for a copy of the information we hold about you. We will respond within 30 days. There is no charge to ask. We may charge a small fee to cover copying if the request is large.If anything we hold is wrong or out of date, tell us and we will fix it.In a few cases the law lets us refuse access, for example if it would affect someone else's privacy. If we refuse, we will tell you why in writing.How to complain
If you think we have mishandled your information, contact us:Email: [email protected]
Phone: 03 7064 4894 (Mon–Fri 8:30am – 5:30pm AEST)
Post: Customer Complaints, Life Experts Pty Ltd, Level 4, 290 Coventry Street, South Melbourne VIC 3205Put "Complaint" in the subject line and tell us what happened and the outcome you want. We will acknowledge your complaint within one business day and respond within 30 calendar days. If we need more time, we will tell you why.If you are not happy with our response, or 30 days have passed, you can take it to:
• Australian Financial Complaints Authority (AFCA), 1800 931 678, www.afca.org.au. Our AFCA member number is 83212.
• Office of the Australian Information Commissioner (OAIC), 1300 363 992, www.oaic.gov.auChanges to this policy
We update this policy when our practices change.
Complaints
Complaints Handling GuideUnhappy with our service?We want to get things right. If we've fallen short, please let us know so we can fix it.We take all feedback seriously and we'll work with you to find a fair resolution as quickly as possible.How to make a complaintLet us know as soon as possible. You can contact us by:Email: [email protected]
Phone: 03 7064 4894 (Mon–Fri 8:30am – 5:30pm AEST)
Post: Customer Complaints, Life Experts Pty Ltd, Level 4, 290 Coventry Street, South Melbourne VIC 3205To help us understand your concern, please include:• The word "Complaint" in the subject line of your email
• Your name and preferred contact details
• An explanation of what your complaint is about
• Copies of any relevant documents
• The outcome you're looking forIf you need help making a complaintAuthorising a support person
You can have someone — a family member, friend, or adviser — contact us on your behalf. We just need your permission first, which you can give verbally or in writing.Interpreter service
If English is not your first language, the Translating and Interpreting Service (TIS National) provides free interpreting services. Phone: 131 450Hearing or speech difficulties
The National Relay Service (NRS) can help if you are deaf or find it hard hearing or speaking on the phone. Visit: www.communications.gov.au/accesshub/nrsHow long will it take?If we can't resolve your complaint straight away, we'll acknowledge it verbally or in writing.We aim to resolve all complaints as quickly as possible. For life insurance complaints, we have 30 calendar days from the date we receive your complaint to provide a response.If we need more time, we'll let you know why and give you details on how to escalate your complaint.Our responseWe'll contact you with our response, which will cover what we found during our investigation, the reasons for our decision, and how to escalate if you're not satisfied with the outcome.If we can't resolve your complaintIf you're not happy with our response, or we haven't resolved your complaint within 30 calendar days, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair, free and independent dispute resolution for financial complaints.Australian Financial Complaints Authority (AFCA)
Online: www.afca.org.au
Phone: 1800 931 678
Email: [email protected]
Post: GPO Box 3, Melbourne VIC 3001Life Experts AFCA Member Number: 83212Life Experts Pty Ltd | ABN 35 647 911 671 | AFSL 553827
Product Disclosure Statements