Privacy Policy

Velosure is a brand of TwoThreeBird AU Pty Ltd ABN 81 151 706 697 (TwoThreeBird), and The Hollard Insurance Company Pty Ltd ABN 78 090 584 473 (both a Recipient, or collectively referred to as “we”, “our” or “us”), are subject to the Australian Privacy Principles under the Privacy Act 1988.

Privacy and your PDS

The Product Disclosure Statement (PDS) for each product contains additional terms and conditions concerning your privacy. Please read those terms together with this Privacy Policy. Where we need your consent to collect or disclose your personal information, we will ask for it when we collect the information. You can view the relevant PDS online at velosure/pds or obtain a copy by contacting Velosure on the details provided on this Privacy Policy.

How we collect, use and disclose your personal information

We collect personal information to provide, offer and administer our various products and services, or otherwise as permitted by law. Such purposes include responding to your enquiries, providing you with assistance you request of us, maintaining and administering our products and services (for example processing requests for quotes, applications for insurance, underwriting and pricing policies, issuing you with a policy, managing claims, processing payments); processing your survey or questionnaire responses; market research and the collection of general statistical information using common internet technologies such as cookies; providing you with marketing information regarding other products and services (of ours or a third party); quality assurance and training purposes; performing administrative operations (including accounting and risk management) and any other purpose identified at the time of collecting your information.

If you provide personal information to us about another person, we rely on you to have made or make them aware that you will, or may, provide their information to us and the types of third parties we may provide it to, the relevant purposes we and any of the third parties will use it for and how they can access it. If it is sensitive information, we rely on you to have obtained their consent on these matters. If you have not done, or will not do, either of these things, you must tell us before you provide their relevant personal information.

We may use your personal information (but not sensitive information) to assist us in developing and identifying products and services that may interest you and (unless you ask us not to) telling you about products and services we offer.

We use third-party analytics and advertising tools (such as cookies and tracking pixels), which may share information such as your IP address, device and browser details and website activity with the tool provider, to monitor website usage, user interactions, and advertising performance to improve our services and measure campaign effectiveness. These analytics services record the pages you visit and the buttons and links you click. We may also compile statistics about the use of our site including data on traffic, usage patterns, user numbers, sales, and other information. You can manage or disable cookies through your browser settings, although some parts of our website may not work properly if you do. Our Cookie Policy lists the third-party providers we use, the cookies they set and how long they are kept. You can find it in our Cookie Policy.

Collection can take place by websites, email, telephone or in writing. Unless it is unreasonable or impracticable for us to do so, we collect your personal information directly from you. There may, however, be occasions where we collect your personal information from someone else.

The kinds of personal information we collect and hold include your name, contact details, residential address, date of birth, details of the item you insure, your claims and insurance history, and records of your dealings with us. Where it is needed for your application or a claim, we may also collect sensitive information, such as health information or information about criminal offences.

If you do not consent to us collecting and using all or some of the personal information we request, we may not be able to provide you with our products or services such as processing your application for insurance, your claim or any payment due to you. It may also prevent us from maintaining or administering your policy or the provision of information regarding our products or services or those of any third party.

We may at times also disclose your personal information to our related companies or third parties who provide services on our behalf; however, we will never sell, rent or trade your personal information. This may include our professional advisors, authorised representatives, distributors or referrers, mailing houses and marketing companies, insurance reference bureaus, reinsurers, credit providers, external IT service providers, other insurance intermediaries, providers and advisers. This may also include AI service providers such as Anthropic (Claude) and Google (Gemini), which provide tools that help us with business operations. Where these providers process personal information, they do so on our behalf under contractual terms that restrict its use to providing services to us and do not permit it to be used to train their AI models.

In the case of claims (or likely claims), it may be disclosed to persons involved in claim handling processes. Your personal information may also be disclosed to the Australian Financial Complaints Authority or other dispute resolution providers, government bodies, regulators, law enforcement agencies and any other parties where required by law.

It may happen that we disclose personal information to related companies or service providers located in countries other than Australia. These countries likely include the United States, the United Kingdom, South Africa and Ireland. This includes the analytics and advertising providers listed in our Cookie Policy, which may store or process information in the United States. These details can change from time to time, and you should contact us for further details or to see if this applies to you.

We will only collect or use sensitive information to consider your application for insurance, assessing a claim, considering future insurance applications you make, or other insurance or administrative functions directly related to this. We will always seek your permission before using or disclosing your sensitive information for any other purpose.

How we hold and protect your personal information

We hold personal information in electronic records, including on secure systems operated by our service providers. We take reasonable steps to protect it from misuse, interference and loss, and from unauthorised access, modification or disclosure, including through access controls, encryption and staff training. When we no longer need personal information for any purpose permitted by law and are not required to keep it, we take reasonable steps to destroy or de-identify it.

Use of Personal Information by automated systems

We use the below specified automated systems for carrying out certain kinds of decision-making. If at any point you wish to query any action that we take on the basis of this or wish to request ‘human intervention’ (i.e. have someone review the action themselves, rather than relying only on the automated method), you may do so.

The following automated decision-making method(s) may be used from time to time.

Annual auto-renewal in order to pursue our legitimate interests as an insurance business. We will use the Individual, Identification and Financial personal data you provided at inception. To facilitate the efficient delivery of this ancillary function, we will also use the Profile and Technical data we hold.

Repetitive tasks such as policy adjustments and administration in order to fulfil our legal / regulatory obligations as an insurance business, to perform a contractual function and in our own legitimate interests. To facilitate the non-intrusive delivery of these functions we will use the Profile and technical data we hold.

Systems improvements in order to enhance product features in our own legitimate interests as an insurance business. To facilitate the efficient delivery of these technical tasks, we will also use the Profile and Technical data we hold.

Accessing and correcting your personal information

You have the right to request access to the personal information we hold about you, and to request that we correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

Complaints and the OAIC

If you have a complaint about how we have handled your personal information, please contact us in the first instance using the details provided on this page. We will endeavour to respond within 30 days. If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC). The OAIC can be contacted at www.oaic.gov.au or by calling 1300 363 992.

Contact Us

To make a request, please contact us at customercare@velosure.com.au. We will respond to access and correction requests within a reasonable time, generally within 30 days. In some circumstances we may decline a request, for example where providing access would be unlawful or would unreasonably affect the privacy of another individual. If we decline your request, we will tell you the reasons why unless it would be unreasonable to do so. There is no charge for making a request, though we may charge a reasonable fee for providing access where the request requires significant effort to fulfil.

If you have any questions about this privacy policy, wish to access or correct your personal information, or want to opt out of marketing communications, you can contact us at:

Email: customercare@velosure.com.au

Phone: (02) 8074 7800

This Privacy Policy was last updated on 26 October 2026.

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