Last updated on: 1 September 2025

About this privacy collection notice

In this document, the terms “RACQI”, “we”, “our” and “us” refers to RACQ Insurance Limited ABN 50 009 704 152. This RACQ Insurance Privacy Collection Notice (Privacy Collection Notice) outlines how we handle your personal information.

We may change this Privacy Collection Notice from time to time. If we do so, we will notify you in a manner that we consider reasonably appropriate, including by making the latest revised version of the Privacy Collection Notice available online at: https://www.racq.com.au/privacy/insurance-collection-notice. Please review our website periodically for changes to the Privacy Collection Notice. You may also obtain a copy of the current version of this Privacy Collection Notice by contacting us.

Our privacy policy

As RACQI is an Insurance Australia Group Limited (IAG) business, this Privacy Collection Notice must be read together with the IAG Master Privacy Policy, which describes how IAG collects, holds, uses and discloses your personal information. A copy of the IAG Master Privacy Policy is available at: https://www.iag.com.au/master-privacy-policy.

If the information in this Privacy Collection Notice conflicts with information in the IAG Master Privacy Policy, the information in this Privacy Collection Notice will override the IAG Master Privacy Policy.

Please carefully read the IAG Master Policy for further information on:

  • how IAG handles your personal information;
  • how to access and correct your information held by IAG; and
  • how to lodge a complaint about our handling of your personal information. 

How personal information is collected

We will collect personal information about you:

  • from you, when you interact with us, including via telephone, our websites and online applications, hardcopy forms or email. This includes personal information collected passively from you, such when you browse our website; and
  • from someone else, including The Royal Automobile Club of Queensland (RACQ Group) and other entities/sources in circumstances where it is unreasonable or impracticable to collect information directly from you.

Laws authorising collection

We are required or authorised to collect and disclose personal information about you under various laws which includes:

  • Privacy Act 1988 (Cth);
  • Australian Securities and Investments Commission Act 2001 (Cth); and
  • Insurance Contracts Act 1984 (Cth).

Consequences of not providing personal information

You do not have to provide us with your personal information.

However, if you don't, it may affect our ability to assist you or provide you with a product or service you would like. If you want to deal with us while not identifying yourself (for example, anonymously or by using a pseudonym) we will let you where it is practical for us to do so (for example, where you make a general enquiry of us).

Please tell us if you wish to do this and we will indicate whether it is practical and reasonable to do so, considering the nature of the transaction.

Purposes of collection of personal information

Generally, we only collect personal information to provide insurance services. This includes actions necessary to provide our products and services to you, including managing any relationship with you, including:

  • providing you with a quote or considering your application;
  • pricing and underwriting an insurance policy (for example, decided whether to insure you and the terms, including offering any excesses and discounts);
  • issuing, renewing or amending the terms of a product of service (for example, an insurance policy);
  • managing, processing or assessing claims made, including recovering money paid to you or debts that you may have incurred;
  • managing your account, dealing with enquiries, responding to complaints and processing payments; and
  • auditing, quality assurance and training.

Once we collect your personal information, we may hold, use and disclose your personal information as outlined in the section titled “Sharing of personal information” below and the IAG Master Privacy Policy.

Personal information you give us about third parties

If at any time you supply us with personal information about another person (for example, a named party in an insurance policy), you represent that you are authorised to do so; and you agree to inform that person who we are, how to contact us, and how to obtain this Privacy Collection Notice which sets out how we may use their personal information.

Sharing of personal information

To carry out our functions and activities (see the section titled “Purposes of collection of personal information” above for more information), we may need to share your personal information.

Sharing your personal information may include collecting your personal information from, transferring your personal information to, or otherwise making your personal information visible or accessible to, one or more of the following parties and sources:

  • IAG and our related companies, including the entities that form part of the IAG Group;
  • The RACQ Group, including the entities that form part of the RACQ Group, and its retail agents (for more information about how the RACQ Group handles your personal information, see the RACQ Group Privacy Policy at https://racq.com.au/privacy);
  • our third-party service providers (for example, investigators, recovery agents, lawyers, accountants, professional advisors and consultants, re-insurers, assessors, repairers, suppliers, mailing houses, analytics service providers, marketing agencies, market researchers, physical and electronic storage providers, payment service providers, experts and IT service providers and agents or subcontractors of any of those providers); and
  • other external parties, including:
    • organisations that assist us with claims management, claims investigations, loss assessments, risk underwriting, identifying illegal activities, and fraud detection / prevention;
    • a credit provider with an interest in your insured property (for example, a financial institution or a private lender);
    • other insurers (for example, to recover monies on a claim you have made);
    • witnesses, passengers, other drivers, another party involved in a claim or another entity who may have relevant information about a claim (for example, to obtain information relevant to our assessment of your claim or to recover monies on a claim you have made);
    • publicly available sources (for example, phonebooks, public websites, registries or social media);
    • auditors (for example, our external auditors if required by the Australian Taxation Office);
    • your family members, friends, brokers or legal representatives (for example, if they contact us with your authority);
    • a joint insured on your insurance policy, person listed on an insurance policy (for example, a nominated driver) or anyone else who has your authority;
    • individuals that request quotes as part of our sales processes (for example, by prepopulating asset attributes and information when they apply for a quote on the asset);
    • law enforcement, statutory authorities or government departments and agencies (for example, ASIC, OAIC, ATO or APRA);
    • medical practitioners or other professional experts (for example, if your insurance claim involves personal injury); and
    • complaint and dispute resolution bodies, such as the Australian Financial Complaints Authority (AFCA) (for example, if they contact us about a complaint you make with them).

Overseas disclosures

We may disclose your personal information overseas. These overseas recipients are usually located in the following countries:

  • Bermuda
  • Canada
  • Germany
  • India
  • Fiji
  • Japan
  • Malaysia
  • New Zealand
  • Republic of Ireland
  • The Philippines
  • The Netherlands
  • Singapore
  • United Kingdom (including England and Northern Ireland)
  • United States of America

For a full list of countries, please see our list of countries listed in the IAG Master Privacy Policy under the section titled “Do we share personal information with overseas recipients?” at https://www.iag.com.au/master-privacy-policy.

Contact us

By Phone: 1800 045 517
By Email:  customer.relations@iag.com.au
By Post: Customer Relations
Insurance Australia Limited
Reply Paid 89824
Sydney, NSW 2001
Online: https://www.iag.com.au/contact-us