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Privacy

Chubb Insurance New Zealand Limited Privacy Policy 

 

1. Definitions in this Policy

In this Policy “We”, “Our” and “Us” means Chubb Insurance New Zealand Limited (Chubb).

“You” and “Your” refers to individuals from whom We collect Personal Information.

“Chubb Group of Companies” means other Chubb entities which may be located outside New Zealand, such as in Australia or the Philippines or at regional head offices of Chubb located in Singapore, the UK or the USA.

“Job Applicant” means an individual who has applied for employment with Chubb, including any full-time, part-time, casual, or contract role.

“Personal Information” means information that can identify a person or is capable of identifying a person.

“Policy” means this Chubb Insurance New Zealand Limited Privacy Policy.

“Privacy Act” means the Privacy Act 2020 as amended or replaced from time to time.

 “Unique Identifiers” means an identifier other than the individual’s name that uniquely identifies an individual, such as a set of numbers or a combination of numbers and letters issued by other companies or government organisations to identify individuals.

2.  Our commitment

We value Your trust in Us and We are committed to maintaining the confidentiality and privacy of Your Personal Information. This Policy details how We collect, hold, store, use, disclose, retain, give access to and correct Your Personal Information in accordance with the requirements of the Privacy Act.

To read a snapshot of this Policy, please refer to Our Privacy Statement which is available within Our product documents and application forms, on Our website https://www.chubb.com/nz-en/footer/privacy.html or by contacting Us.

3. Your decision to provide Personal Information

If You do not provide Us with Your Personal Information, We may not be able to provide You or Your organisation with insurance, respond to any claim, or offer other products and services to You or Your organisation. 

4. Keeping Our Policy up to date

Our Policy may change from time to time and where this occurs, the updated Policy will be posted to Our website https://www.chubb.com/nz-en/footer/privacy.html.

5. Why We collect Your Personal Information

In the course of offering products and services to You and Your organisation, including providing insurance products and processing insurance claims, We need to collect Your Personal Information to administer Our business functions and activities. Generally, We will collect Your Personal Information for the following reasons:

a) to maintain and administer Our insurance products and services – for example, Your Personal Information may be required for Us to:

  • set up a record on Our systems;
  • process requests for insurance quotes and applications for insurance;
  • underwrite and price policies;
  • issue, renew or amend the terms of a policy; 
  • assess and manage claims; 
  • monitor and detect fraud
  • provide client care, assistance and support;
  • handle complaints; and 
  • process payments etc.

b) to manage Our business and its operations – for example, Your Personal Information may be involved in the transfer of Our books or business, or conducting the sale or organisation of a Chubb company;

c) to comply with legislation, regulations, and industry codes that are applicable to Us such as sanctions requirements;

d) to market services and products provided by Us or those We have an association with, that might be of interest to You (direct marketing);

e) to improve Our services and products , for example, Your Personal Information may be used for quality assurance, the training and development of Our representatives, to conduct product and service research and data analysis and for business strategy development; and

f) to gather data about the usage of Our website, products, applications and other platforms for research, marketing, product development and other purposes (for example , Your Personal Information may be used to enhance user experience so that You do not have to provide certain information every time You return to Our website).

Where You represent third parties that We work with, We will use the Personal Information We collect from You in order to manage Our relationship with that third party (including in connection with any products or services We provide to, or obtain from, that party) and to enforce the terms of any agreement with that party.

Job Applicants

If You are a Job Applicant, We collect Your Personal Information for the purpose of progressing and managing Your application for employment with Us. 

6. The types of Personal Information that We collect

The Personal Information We usually collect and hold depends on the type of product and/or service sought, but generally includes:

a) contact information, such as Your name, address, work and personal telephone numbers, work and personal email address etc;

b) Your policy information, such as Your policy number, relationship to the policyholder, details of policy including insured amount, exceptions, previous claims and telematics data (i.e. information collected via telecommunications devices) etc;

c) Your personal risk information, such as Your gender, date of birth, claims history, vehicle registration number, professional history or CV, publicly available information, schedule of possessions, property construction, physical conditions, security, fire protection and value;

d) details relating to Your employment and, where applicable, employment history (for example – remuneration, hours worked, duties performed etc);

e) data relating to Your use of Our websites and applications, such as online account details, IP address and browser generated information;

f) Your financial situation;

g) Your prior insurance history;

h) Your anti-fraud data, such as Your address, history of fraudulent claims, details of incidents giving rise to the claim and criminal data;

i) Your marketing information as it relates to an office visit, such as Your job title, email address, telephone number, and CCTV images;

j) information relevant to Our products or services, for example in respect of a travel policy We will ask what countries You are travelling to and in respect of group personal accident and sickness policy claims, We may need details of injuries sustained;

k) information related to Your claim, including the circumstances which led to the claim;

l) other information such as Your opinions, statements and endorsements collected from You or through surveys, questionnaires that You’ve completed through third parties engaged by Us, and Your other interactions with Us (such as in online or telephone queries);

m) recordings of telephone calls between You and Our representatives and call centres; 

n) any relevant financial, payment or billing information, such as Your bank account details, direct debit and credit card details or premium funding and insurance payment arrangements; 

o) any other Personal Information We collect for the purpose of carrying out Our business functions and activities; 

p) criminal records, such as driving offences, unspent convictions or police reports;

q) health/medical information (for example - physical and mental health conditions, medical history and procedures, relevant personal habits such as smoking and alcohol consumption, details of injuries sustained in respect of group personal accident and sickness policy claims, dietary and accessibility details as relevant to events or office visits); and

r) membership of a professional or trade association.

Job Applicants

If You are a Job Applicant, We will collect Personal Information related to Your application, including Your name and contact details, as well as:

  • professional or employment-related information, such as application forms and information included in a resume, cover letter, or otherwise provided through the application and recruitment process;
  • information about Your eligibility to work, such as information related to citizenship and/or immigration status, references, Our evaluations of Your performance during the interview process, and background screening results (including any criminal convictions);
  • career information such as past employers, titles, job history, work dates and work locations, salary expectations, notice period, and information about skills, qualifications, and experience;
  • education information such as institutions attended, degrees, academic record, certifications, licences, transcript information, and professional memberships; 
  • details of membership of a professional or trade association;
  • membership of a trade union;
  • details of criminal records; and
  • any other Personal Information You voluntarily disclose to Us during the recruitment process.

Unique Identifiers

We may sometimes collect details of Unique Identifiers that have been assigned to You by other companies or government organisations for the purpose of carrying out Our business functions and activities.

7. When and How We collect Your Personal Information

We may collect Personal Information if You request a quote from Us, obtain insurance from Us (whether on Your own behalf or for someone else, such as Your employer) or make a claim under an insurance policy. We also collect Personal Information from visitors to Our websites and users of Our mobile applications, individuals who make enquiries or otherwise interact with Us, from individuals representing third parties that We work with, such as staff of Our suppliers and other business partners and from Job Applicants.

Further information on how We collect Personal Information is set out below.

Directly

We collect Your Personal Information from You in various ways and at various points of interaction with Us, such as when You request a quote, apply for one of Our products or services, or make a claim. We also collect Your Personal Information via Our website or partner websites, Our mobile phone applications, by telephone, facsimile or email, when You enter a competition or voluntarily participate in a survey, provide Us with information (such as on an application form or claim form), visit Our website, attend Our premises or do business with Us.

We will generally collect Your Personal Information directly from You, except when it is not reasonably practicable in the circumstances for Us to do so, or as otherwise provided under this Policy.

Indirectly

In so far as it relates to Our functions and activities, We may collect Personal Information about You indirectly from other parties that are relevant to Our business, a policy or claim, including but not limited to:

a) policyholders or others who are authorised or noted on the policy as having a legal interest in it (such as Your employer, in the case of group policies);

b) anyone You have authorised to deal with Us on Your behalf (such as family members, agents, brokers or lawyers etc);

c) insurance intermediaries and service providers engaged by Us or a third party who partners with Us, including Our current and previous distributors, brokers, referrers (including clubs, associations, member loyalty or rewards program providers and other relevant organisations), surveillance providers (by exception), solicitors and third-party administrators;

d) medical providers and health care workers;

e) Financial Services Complaints Limited or other external dispute resolution bodies;

f) witnesses, service providers or other third parties in relation to claims; 

g) witnesses, service providers or other third parties in relation to complaints;

h) premium funders;

i) Your previous insurers;

j) other insurers or parties involved in the policy or claim such as the Earthquake Commission (EQC);

k) publicly available sources such as social media, and other networks where people publicly share and exchange information; 

l) the Chubb Group of Companies; and 

m) any other person or organisations who We enter into a business alliance with, including partner websites and partners’ mobile phone applications.

You authorise Us to collect, hold, store, use, disclose and retain Your Personal Information that We receive from these third parties in accordance with this Policy, for the purposes of administering Our business functions and activities.

Where You provide Us with Personal Information about any person, We ask that You ensure that You have the authority of that person to disclose such information and to authorise Us to collect, hold, store, use, disclose and retain the Personal Information in accordance with this Policy, for the purposes of administering Our business functions and activities.

Job Applicants

If You are a Job Applicant, We collect Personal Information about You in connection with Your application for employment with Us, throughout the recruitment process. We may collect this either:

  • directly from You, such as when You submit Your application via our website; or
  • where applicable, indirectly from another person or entity, including but not limited to professional networking websites, job posting websites, recruitment companies, individuals that refer You to Us (which may include Our employees), academic institutions, background check providers or Your professional references.

Via Our Website

By using Our website You also agree to Our Terms of Use and acknowledge that We may use cookies to provide a number of services to You. Cookies are text files which are stored on Your computer so that each time You visit a web page Your IP address and the name of the website You visited is recorded to speed up Your use of Our website next time You visit (i.e. “persistent cookies”), or to help manage the display and presentation of information on Our website (i.e. “session cookies”). The next time You visit the same website, the text file communicates that You have been there before and the website may tailor the content, such as pop ups, to You. 

Third parties, including social media companies such as Meta, may use cookies, web beacons, and other storage technologies to collect or receive information from Our websites and applications and elsewhere on the internet, and use that information to provide measurement services and target advertisements to You.

Your cookie choices

You can enable or disable cookies by adjusting Your browser settings. This allows You to reject the placement of all cookies (except strictly necessary cookies). You can also delete cookies which have already been placed on Your device.

Please remember that disabling or deleting some or all cookies may prevent some web services (including on Our website) from functioning correctly, and may lead to a less personalised browsing experience.

You should visit the "Help" section of Your browser for how to manage Your cookie settings, or otherwise follow the links below:

  • Microsoft Edge: https://support.microsoft.com/en-nz/help/4027947 
  • Mozilla Firefox: http://support.mozilla.com/en-US/kb/Cookies
  • Google Chrome: http://www.google.com/support/chrome/bin/answer.py?hl=en&answer=95647
  • Safari: http://support.apple.com/kb/PH5042
  • Opera: https://blogs.opera.com/news/2015/08/how-to-manage-cookies-in-opera/

For further general information on cookies and more detailed advice on how to disable and enable them please go to http://www.allaboutcookies.org.

Via third party platforms

Sometimes We use third party platforms (for example – a partner website or mobile device application) to collect information. These are platforms hosted and managed by organisations other than Us. Before deciding to contribute to any third party platform, You should consult the privacy policies relevant to that third party site.

Opting out of third party ad networks

You may opt out of many third-party ad networks. For example, You may go to the Digital Advertising Alliance (“DAA”) Consumer Choice Page for information about opting out of interest-based advertising and their choices regarding having information used by DAA companies. You may also go to the Network Advertising Initiative (“NAI”) Consumer Opt-Out Page for information about opting out of interest-based advertising and their choices regarding having information used by NAI members. 

Opting out from one or more companies listed on the DAA Consumer Choice Page or the NAI Consumer Opt-Out Page will opt You out from those companies’ delivery of interest-based content or ads to You, but it does not mean You will no longer receive any advertising on other websites. You may continue to receive advertisements, for example, based on the particular website that You are viewing (i.e., contextually based ads). Also, if Your browsers are configured to reject cookies when You opt out on the DAA or NAI websites, Your opt out may not be effective. Additional information is available on the DAA’s website at http://www.aboutads.infoor the NAI’s website at http://www.networkadvertising.org.

8. Sharing, Disclosing and Using Your Personal Information

We will only use and disclose Your Personal Information for the purpose it was given to Us, or as otherwise permitted by law, and will not disclose it to any other party except in accordance with this Policy and under the following circumstances: 

a) if disclosure is required by an industry body or by law or requested by a statutory, regulatory or ombudsman authority, government agency or dispute resolution scheme; 

b) where it is necessary for Us to comply with Our legal and regulatory obligations. This includes, for example, referring suspected or actual fraudulent activity or financial crime to the police, and disclosures to law enforcement agencies, courts, regulators, or third parties under court order;

c) for the purpose of preventing, identifying and investigating any suspected or actual fraudulent activity or financial crime. This includes, for example, engaging a third party investigator to collect information such as photographs, social media extracts, and statements from other parties etc. on Our behalf;

d) where We seek to obtain information relating to Your previous insurance history from other insurers. This includes, for example, for the purpose of assisting Us with Our investigations and to assess risk;

e) where we seek to pursue a third party for an insurance loss. This includes, for example, disclosing Your Personal Information (such as Your name) to a third party for the purpose of a subrogation claim;

f) where You have consented to the use or disclosure – which may be given expressly or may be reasonably implied by Your conduct. For example, where access to Our products has been facilitated through a third party, You consent through Your actions that We may share Your information with that third party. Third parties can include an insurance broker, marketing agency, airline, travel agent, referring agent, authorised representative, distributor, mortgage broker, sporting association, member club or association, credit facility/provider etc; 

g) where it is necessary for a third party to assist Us in providing Our services, provide professional advice to Us or provide additional services to You (for example – a mailing house, insurers and reinsurers, insurance intermediaries, the Insurance Claims Register, lawyers, accountants, and other professional advisors, loss adjusters, credit reference agencies, anti-fraud database administrators, third party administrators, banks, assistance providers, claims experts and surveillance providers (by exception), and other parties involved in the claims handling process, non-insurance related partner service providers etc); 

h) information may be disclosed to the policy holder(s), where You are an insured person, but not the policy holder; 

i) for purposes related to research (including market research), planning, service development, security, testing and risk management; 

j) for audit, compliance, or quality assurance purposes;

k) to purchasers of Our business; 

l) for the purpose of conducting business analysis in order to improve or promote Our products and services including direct marketing (see below); and

m) for any other purpose permitted by law.  

We take reasonable steps to ensure that related (including other Chubb entities within the Chubb Group of Companies) and unrelated third parties to whom Your Personal Information is disclosed are required to keep the information confidential and only use it for the same purposes We are permitted to use it. This can include third parties promoting services and products provided by Us or those We have an association with, that might be of interest to You. These parties may also combine the Personal Information We disclose to them with information they already hold about You subject to their own privacy policy, in order to provide You with more relevant advertising about Our or their own products and services.

Job Applicants

We may use Personal Information relating to Job Applicants in order to progress and manage Your employment application, including (where applicable) to communicate with and interview You, assess Your suitability for the role You applied for and otherwise manage Our HR and administrative processes. This may involve sharing Your Personal Information within Our organisation to staff members who are involved in the recruitment process. 

In some cases, We may also use Your Personal Information to assess Your suitability for other current or future vacancies that may be relevant to Your skills and experience.

We may also disclose Your Personal Information to:

  • Vendors, such as background check companies, security providers, information technology providers, travel management companies, and employment businesses (e.g., recruiting contractors or agency workers) that provide Us with services relevant to recruiting and hiring; and 
  • Recruiters, to the extent You are working with a recruiter in connection with Your application for employment and Your recruiter is authorised by You to obtain feedback from Us regarding Your application and interview process.

Artificial Intelligence

We or Our third-party service providers may use artificial intelligence (AI) to assist Us in providing products or services to You. This may involve the use of Your Personal Information.

We may also use AI to help improve Our business and provide a better service, for example to assist in underwriting, pricing, claims handling, data analytics, as well as to enhance performance and user experience on Our websites and applications. We use various types of AI, which vary based on Your relationship with Us and the relevant product or service offered. Where appropriate, additional information will be provided to help You understand where AI is being used and how any decisions based on AI are made.

Direct Marketing

Where We are permitted to do so by law, We may from time to time engage in direct marketing activities to advise You about or offer You products or services that may be of interest to You. Where We are permitted to send marketing information to You, Personal Information that You or an associated party have provided Us will be held on file for marketing purposes until You opt out of receiving such information. 

Third party marketing service providers may combine the Personal Information We disclose to them with information they already hold about You, in order to serve You with more relevant advertising about Our products and services.

Overseas Entities

In some circumstances, in order to provide Our services to You, We may need to disclose Personal Information to other entities within the Chubb Group of Companies which may be located outside New Zealand, such as in Australia or the Philippines or at regional head offices of Chubb located in Singapore, the UK or the USA. We may also need to transfer Your Personal Information to third parties with whom We or the Chubb Group of Companies have subcontracted to provide specific services for Us (such as claims handling) who are located outside New Zealand. These entities and their locations may change from time to time. Please contact Us if You would like a full list of the countries in which these third parties are located. 

In circumstances where We disclose Your Personal Information to the Chubb Group of Companies or third parties outside of New Zealand, We have contractual provisions in place requiring these entities to protect Your Personal Information against unauthorised access, use, modification and disclosure, as well as misuse or loss, in a way that, overall, provides comparable safeguards to the Privacy Act. 

9. How We store, secure and destroy Your Personal Information

Storage

We hold Personal Information within Our own data storage devices or with third party providers of data storage, including those outside of New Zealand. We may also hold some Personal Information in paper records. 

Security

We recognise that You may be concerned about the security and confidentiality of the Personal Information provided to Us. We implement reasonable security safeguards to protect the security of Personal Information from: 

a) misuse or loss; and 

b) unauthorised access, use, modification and disclosure. 

These steps include password protection for accessing Our electronic IT systems, securing paper files in locked cabinets and physical access restrictions.

In relation to Personal Information stored on Our own servers, We take all reasonable steps to ensure data security.

Document Retention and Destruction

Retention

We will retain Your Personal Information for as long as necessary for the purposes for which that Personal Information may lawfully be used by Us, and subject to any legal obligations imposed on Us which require Us to retain data for longer periods of time. Once We no longer need to hold Your Personal Information, We will take reasonable steps to ensure that it is securely destroyed or de-identified.

Destruction

We will take such steps as are reasonable in the circumstances in accordance with Our internal policy and procedures to destroy or de-identify Personal Information, in a secure manner, when it is no longer needed for any purpose under the Privacy Act or required to be retained by law or Court/tribunal order. 

10. Quality of Your Personal Information

When We deal with You, We will take reasonable steps to confirm that the details of the Personal Information We hold about You are accurate, up-to-date and complete, and ask You if there are any changes required. 

The accuracy of Personal Information depends largely on the information You provide to Us, so We rely on You to: 

a) promptly inform Us of changes to Your Personal Information (such as Your name or address); and 

b) let Us know if You become aware of any errors in Your Personal Information that We hold. 

11. Access to and correction of Your Personal Information

You can request access to and correction of the Personal Information We hold about You, noting that these rights are subject to some exceptions set out in the Information Privacy Principles (IPPs).

When You seek to access or correct any Personal Information We hold about You, You can contact Us by using and following the instructions on the Personal Information Request Form available on Our website or by contacting Our Privacy Officer. In all cases, We will need to verify Your identity before actioning any request. We will respond to a request for access or correction within a reasonable period after receipt of the request. 

If We refuse to give You access or access in a manner requested by You, We will provide You with Our written reasons together with guidance on how You can make a complaint about the refusal. 

If We do not agree to make the requested changes to the Personal Information held, We will provide You with Our written reasons together with guidance on how You can make a complaint about the refusal, as well as advising You of Your entitlement to provide a statement of the correction sought and to request that it be attached to the information. 

Where We have previously disclosed Your Personal Information to a third party and You request Us to notify the third party of the correction, We will take reasonable steps to provide the notification, unless it is impracticable or unlawful for Us to do so.

Cost of access and corrections

We will not usually charge for a request to access or correct Your Personal Information. However, if We decide to apply a charge for additional costs We incur when providing access to Personal Information, this will be limited to Our reasonable costs where outsourcing is required to be able to fulfil Your request (for example – in locating and compiling the information from archives, or where the volume or scope of information requested is significant, such as requests covering multiple years or multiple policies).

12. Privacy complaints process

If You have any concerns about Our treatment of Your Personal Information or You believe there has been a breach of this Privacy Policy, including in how We have handled any requests for access or correction of Your Personal Information, please contact Our Complaints and Customer Resolution Service at complaints@ccrservice.chubb.com clearly setting out the nature of Your concern. 

Privacy complaints will be reviewed and considered by someone with the appropriate authority to deal with the complaint. We will investigate Your complaint and keep You informed of the progress of Our investigation. We will respond to Your complaint in writing within ten (10) business days provided that: 

a) We have all necessary information; and 

b) We have completed any investigation required. 

In cases where further information or investigation is required, We will work with You to agree reasonable alternative time frames. We will otherwise keep You informed about the progress of Our response at least every twenty (20) business days, unless You agree otherwise. 

If You advise Us that You are not satisfied with Our response to Your complaint, Your complaint will be reviewed by members of Our internal dispute resolution team, who are independent to Our complaint handling team and are committed to reviewing disputes objectively, fairly and efficiently. We will respond to Your dispute in writing within ten (10) business days of the date We have all necessary information and have completed any investigation required. In cases where further information or investigation is required, We will work with You to agree reasonable alternative time frames and provide an update at least once every 20 business days, or another time interval agreed with You. If We cannot agree, You may seek a further review as detailed below.

Further review of any privacy complaint

If You remain dissatisfied with Our review, You may take the complaint to the Privacy Commissioner. The Privacy Commissioner has the power to investigate complaints and recommend appropriate action to remedy privacy complaints and can be contacted at:

Office of the Privacy Commissioner, New Zealand
PO Box 10094 
Wellington 6143 
0800 803 909 
https://www.privacy.org.nz/

13. Contact Us

Please contact Our Privacy Officer if You wish to: 

  • gain access to Your Personal Information; 
  • correct or update Your Personal Information; 
  • withdraw Your consent to any use or disclosure of Your Personal Information including receiving offers on products or services from Us or organisations We have an association with; or 
  • receive a copy of this Policy by email, post or some other form. 

Contact: The Privacy Officer 
Address: Chubb Insurance New Zealand Limited
PO Box 734 
Auckland 
Email nzlegal.privacy@Chubb.com
Phone + 64 (9) 377 1459

This Policy was last reviewed on 16/04/2026