Who we are
What personal information do we collect and hold?
The types of information that we collect and hold about you could include:
Over the course of our relationship with you, we may collect and hold additional personal information about you, including transactional information, account or policy information, and details about any complaints, enquiries or other interactions we have with you about your product or service.
If you are a patient or consumer whose information is collected by us during the course of running our HICAPS business, we may collect sensitive information about you, such as your health claim details (including item codes for benefits paid to you and health information) as part of the provision of the HICAPS services. Such information is used for purposes directly related to our on-the-spot health fund and scheme claims processing services. Unless permitted by law, we will only collect sensitive information with your consent.
How we collect information from you
We’ll collect your personal information from you directly whenever we can, for example when you fill out a form with us, when you’ve given us a call, used our website (including via cookies) or mobile applications. Sometimes we may collect personal information where it is provided to us by a person appointed to act on your behalf (including health service practitioner groups).
Sometimes we collect your personal information from third parties. If we collect information that can be used to identify you, we will take reasonable steps to notify you of that collection.
How we collect your information from other sources
Sometimes we collect information about you from other sources. We may collect information about you that is publicly available (for example from public registers or social media), or made available by third parties. We do this where:
We may use or disclose information about you in order to combine the information that we hold with information collected from or held by external sources.
When the law authorises or requires us to collect information
We may also collect information about you if we are required or authorised by law to do so. There are laws that affect HICAPS, including company and tax law, which require us to collect personal information in certain circumstances.
How we use your information
We use your information to provide you with the product or service you asked for, and for other purposes including:
You can let us know at any time if you no longer wish to receive direct marketing offers from the NAB Group. We will process your request as soon as practicable. Where you have subscribed to something specific (like to hear from one of our sponsored organisations) then these subscriptions will be managed separately. If you no longer wish to receive these emails click the unsubscribe link in the electronic communication received or email: email@example.com
What happens if you don’t provide your information to us?
If you don’t provide your information to us, we may not be able to:
Sharing your information
We may exchange your information with other organisations (as described below) for any purposes for which we use your information.
Sharing with the NAB Group
We may share your personal information with other NAB Group members. This could depend on the product or service you have applied for and the NAB Group member you are dealing with. Where appropriate we integrate the information that we hold across the NAB Group to provide us with a complete understanding of you and your needs.
Sharing at your request
We may need to share your personal information with your representative or any person acting on your behalf (for example, financial advisers, lawyers, accountants, executors, administrators, trustees, guardians or auditors) and your referee such as your employer (to confirm details about you).
Sharing with third parties
We may disclose your personal information to third parties outside of the NAB Group, including:
We will disclose business information (including, but not limited to business name, Provider Number, Registered Provider Location, telephone number, facsimile number, email address and website) to private health insurance companies with whom HICAPS has entered into an agreement, for the purpose of processing Transactions.
Sharing outside of Australia
We may store your information in cloud or other types of networked or electronic storage. As electronic or networked storage can be accessed from various countries via an internet connection, it’s not always practicable to know in which country your information may be held. If your information is stored in this way, disclosures may occur in these countries.
Overseas organisations may be required to disclose information we share with them under a foreign law. In those instances, we will not be responsible for that disclosure
Accessing your Information
You can request access to information we hold about you by contacting us via www.hicaps.com.au/support/contact-us. We will generally comply with such requests for access but if we deny your requests, we will provide our lawful reason.
Correcting your Information
You can ask us to correct information we hold about you by contacting us via phone or email. To contact us visit www.hicaps.com.au/support/contact-us.
If you have a complaint about a privacy issue, please tell us about it. You are always welcome to contact us. We are committed to resolving your complaint and doing the right thing by our customers. Most complaints are resolved quickly, and you should hear from us within five business days (visit www.hicaps.com.au/support/feedback).
We care about your privacy. Please contact us if you have any questions or comments about our privacy policies and procedures. We welcome your feedback.
You can contact us by:
Download the HICAPS Privacy Notification PDF