Identity Theft Insurance

Policy Information Booklet
Australia

CONTENTSDISCLOSURE TO BE MADE BY THE POLICYHOLDER ............................................................................ 2
IMPORTANT MATTERS ABOUT THE INSURANCE COVER..................................................................... 3
1.

Eligibility Criteria ............................................................................................................................. 3

2.

Individual Period of Insurance ........................................................................................................ 3

THE INSURANCE COVER .......................................................................................................................... 4
DEFINITIONS ............................................................................................................................................... 4
COVERAGE.................................................................................................................................................... 6
A.

Legal Expenses .................................................................................................................................6

B.

Lost Wages .................................................................................................................................. 6

C.

Obligation to Pay .......................................................................................................................... 6

D.

Miscellaneous Expenses ................................................................................................................ 6

Specific Exclusions ................................................................................................................................... 7
Specific Conditions .................................................................................................................................... 7
How to make a Claim ................................................................................................................................ 8
GENERAL EXCLUSIONS ...................................................................................................................... 9Sanctions Exclusion ........................................................................................................................... 9GENERAL CONDITIONS .................................................................................................................... 10
THE CODE OF PRACTICE ................................................................................................................. 11
COMPLAINTS AND FEEDBACK ......................................................................................................... 11
FINANCIAL CLAIMS SCHEME ........................................................................................................... 14

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Identity Theft Insurance Policy Information Booklet

Identity Theft Insurance Policy Information Booklet
Australia
This Identity theft Insurance is available to you under the Master Policy issued to NortonLifeLock
Australia Pty Ltd (policyholder) Level 46, Tower One, International Towers Sydney, 100
Barangaroo Avenue, Barangaroo NSW 2000, Australia by AIG Australia Limited ABN 93 004 727
753 AFSL 381686. Level 13, 717 Bourke Street, Docklands VIC 3008 (we/us/our/insurer).
The policyholder is not the issuer of the Identity theft Insurance Master Policy or any of its underlying
insurance cover and neither the policyholder nor any of its related corporations guarantee any ofthe benefits provided under these covers. These covers are provided to insured person(s) as anincidental benefit of Norton Identity Advisor Plus and N360 Advanced plans product offerings andthe policyholder does not receive any commission or remuneration from us for arranging this Identity
theft Insurance. Neither the policyholder nor any of its related corporations are Authorised
Representatives (under the Corporations Act 2001(Cth)) or otherwise agents of ours.
The policyholder may terminate the Identity theft insurance cover by providing written notification to
insured person(s).
The cover provided under this Identity theft Insurance is only available when the eligibility criteria aremet.
If you wish to make a claim under this cover, you will be bound by the Definitions, Terms andConditions, Exclusions, Limit of Liability and Duties after an Event or Loss set out under this cover.
Therefore, please read this Policy Information Booklet carefully and keep it in a safe place. Pleasealso keep detailed particulars and proof of any loss you suffer and proof of your eligibility for thecovers under this Policy Information Booklet.

DISCLOSURE TO BE MADE BY THE POLICYHOLDERThis document also constitutes the necessary disclosures required by the policyholder as a grouppurchasing body under ASIC Instrument 2018/751. As a group purchasing body the policyholder has
arranged this insurance through the Master Policy issued to the policyholder.
Please note that the policyholder is not an Australian financial services licensee as provided for under
the Corporations Act 2001 (Cth). You (as the purchaser) will need to consider whether you should obtainyour own financial product advice about the coverage from a person who is able to give such advice
under an Australian financial services licence.
Pursuant to ASIC Instrument 2018/751, the policyholder is obliged to promptly notify you if it reasonably
expects that your insurance covers have changed or cancelled. The policyholder will provide you with
notification where:• the coverage provided to you under the Master Policy terminates. However, no notificationis required if substantially similar coverage applies or will apply for such period (or remainderof such period); or• the Master Policy coverage is to be cancelled in accordance with its provisions or the coverage
provided to you is, or is likely to be, cancelled.
Please note if you are not provided with such notification, the policyholder will be liable in terms of
its obligations under the Master Policy to compensate you for any loss or damage you may suffer as aresult of its failure to notify you.
Please also note that you are able to verify the current status of your coverage and determine whether
the Master Policy is still current by contacting us as follows:
AIG Australia Limited
Level 13, 717 Bourke Street,
Docklands VIC 3008
Freecall Phone: 1300 030 886
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Identity Theft Insurance Policy Information Booklet

IMPORTANT MATTERS ABOUT THE INSURANCE COVER
Special notice should be taken of the following important points regarding the Insurance
Cover.
1.

Eligibility Criteria
You are eligible for this Identity theft insurance cover if you completed enrollment and have avalid subscription of the relevant NortonLifelock product and have been declared to us by thepolicyholder to be insured under the Master Policy.

2.

Individual Period of Insurance
Insurance cover under this Identity theft Insurance is provided to you for a period of 365
consecutive calender days commencing from the day immediately after you have satisfied theeligibility criteria.

3.

There are some circumstances where cover cannot be provided. These circumstances are set
out in this Identity Theft Insurance Policy Information Booklet. Please take special note of the
Coverage Exclusions, Coverage Conditions and General Conditions set out on pages 7-10.

4.

This Identity Theft Insurance Policy Information Booklet also contains important information
about your rights and obligations including information about the General Insurance Code ofPractice, Dispute Resolution and Privacy on pages 11-14.

5.

The insurance cover may be varied by way of endorsement from time to time. Where
applicable, information regarding the details and effect of any such endorsement will be
provided to you.

6.

Words with a special meaning are shown in this document in bold italic font.

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Identity Theft Insurance Policy Information Booklet

THE INSURANCE COVER
You are insured during the period of insurance subject to the terms, conditions, exclusions andlimitations set out in this Policy Booklet and subject to all the terms, conditions and provision of the Master
Policy, including the Policy Schedule.
The insurance cover provided is subject to the insured paying, or agreeing to pay, the premium as set
out in the Master Policy.

DEFINITIONSBusiness means:a. a trade, profession, or occupation you are engaged in on a full-time, part-time, or occasional basis;orb. any other activity you are engaged in for money or other compensation.

Cyber attack means unauthorized access to or unauthorized use of a computer system or network withthe purpose of obtaining your personal information.
Eligible accounts means any banking or credit arrangement from a financial institution for personal use,such as a credit / debit card account, a digital account or a car/home/personal loan account.
Eligible customer(s) means a person who meets the eligibility criteria for the insurance cover.
Eligibility Criteria means the eligible customer who the policyholder has declared to us is to be
insured under the Master Policy.
Identity Theft means the unauthorized and/or illegal use of an insured person’s personal informationsuch as their name or driver’s licence to open eligible accounts that they did not authorize including
where personal information was acquired through a cyber attack.
Income meansa.

for a salaried insured person, the average weekly income gross of personal deductions andincome tax, excluding bonuses, commissions, overtime and other allowances; orb.

for a self-employed insured person, the average weekly income net of business expenses
incurred in earning that income;all derived during the 12 calendar months period immediately preceding the claim occurrence dateunder this Policy.
Individual Period of Insurance means the 365 consecutive calender day period of insurance coverapplicable to an insured person. The Individual Period of Insurance for any one insured person
will commence immediately from the date he/she has first become an eligible customer within thepolicy period.
Insurance cover means the insurance cover provided to the insured under the Master Policy.
Insured/Policyholder means NortonLifeLock Australia Pty Ltd.
Master Policy means the policy issued by the insurer to the insured which extends the benefit of
the insurance cover to insured persons.
Natural Catastrophe means flood, windstorm, lightning, explosion, landslide, volcanic action,
earthquake and / or tsunami.
Policy Period means the period shown in the Master Policy’s Policy Schedule or subsequent
Renewal Notice issued by us.
Policy Schedule means the document issued by insurer to the insured which extends the benefit of the
Insurance cover to insured persons.

Relative means your legally married spouse, legal civil partner, parent, step-parent, parent in-law,grandparent, child, stepchild, legally adopted child, grandchild, brother, brother in-law, sister, sister inlaw, son in-law, daughter in-law, uncle, aunt, niece, nephew, and first cousin.
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Identity Theft Insurance Policy Information Booklet

Suit means a civil proceeding seeking monetary damages as a result of identity theft, or acriminal proceeding in which you or the insured person is charged with illegal acts committed bysomeone else while engaged in the theft of an insured person’s identity.
Theft means the unlawful taking of property from your care and/or custody, without your assistance,
consent or co-operation.
We/Our/Us/ Insurer means AIG Australia Limited ABN 93 004 727 753 AFSL 381686.
You/Your/ Insured Person/Covered Person means any person who is an eligible member provided
that the insured has paid or agreed to pay us the premium due under the Master Policy for such
eligible customer

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Identity Theft Insurance Policy Information Booklet

COVERAGE
A. Legal Expenses
Description of Cover
We will reimburse an insured person up to A$25,000 for legal and court costs incurred in:
Defending any suit brought against an insured person by a creditor or collection agency orsomeone acting on their behalf as a result of the identity theft;b. Removing any civil or criminal judgment wrongfully entered against an insured person as a resultof the identity theft;c. Challenging the accuracy or completeness of any information in an insured person’s consumer
credit report provided this information is inaccurate and falsely provided to the credit agency or
financial institution as a result of identity theft.
a.

B. Loss of Income
Description of Cover
We will reimburse an insured person for their loss of income attributed to the time taken from worksolely as a result of an insured person’s efforts to correct their financial records and restoration of
their identity that has been altered due to identity theft.
Payment for loss of income includes compensation for whole or partial unpaid workdays. An insured
person must take these unpaid days within 12 months of making an identity theft claim and the
maximum compensation for lost wages is A$3,000.
C. Obligation to Pay
Description of CoverIf any eligible accounts were opened in an insured person’s name without their authorization, we
will pay an insured person up to A$25,000 for their actual loss from the unauthorized account. We
will pay up A$25,000 for an insured person’s legal obligation to pay a creditor when the account
was created as part of their identity theft.
D. Miscellaneous Expenses
Description of Cover
We will reimburse up to A$5,000 for the following expenses:
The cost of re-filing applications for eligible accounts that are rejected solely because the lender
received incorrect information as a result of identity theft;b. The cost of obtaining legal copies of documents related to an insured person’s identity theft,phone calls, and certified mail reasonably incurred as a result of an insured p erson’s efforts
to report an identity theft or to correct their financial and credit records that have been altered asa result of their identity theft;c. The cost of contesting the accuracy or completeness of any information contained in an insured
person’s credit history as a result of their identity theft;d. The cost of a maximum of 4 (four) credit reports from an entity approved by us. The credit reports
shall be requested when a claim is made.
a.

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Identity Theft Insurance Policy Information Booklet

Specific Exclusions
We will not pay for any claim which arises directly or indirectly from, or is caused by:
1. Monetary losses other than the out-of-pocket expenses related to the resolution of an insured
person’s identity theft outlined in this policy other than under Section C – Obligation to Pay;
2. Costs associated with any physical injury, sickness, disease, disability, shock, mental anguish andmental injury including required care, loss of services or death
3. Requesting credit reports before the discovery of an insured person’s identity theft;
4. Taking time from self-employment or workdays that will be paid by an insured person’s employer
in order to correct their financial records that have been altered due to identity theft;
5.

Any expenses submitted more than 12 months from the time the identity theft was reported to us;

6.

Losses that do not occur within the policy period;

7.

Losses that result from, or are related to, business pursuits including your work or profession;

8.

Any losses that are related to or loss of crypto-currency, non-fungible tokens (NFTs) or other digitalassets.

9.

Travelling in or being in a place, country or region which is subject to any travel restrictions imposed
under any government orders, advisories, regulations, directives or border closures irrespective ofwhether or not such claim is directly related to such travel or you being in such place, country or
region.

10. Gambling.
11. Losses resulting from an identity theft authorized, initiated, performed or effectuated by or under
the direction of a foreign government, military, military intelligence or nation-state or;
12. Any claim which arises directly or indirectly from, or is caused by the unauthorised or illegal use of yourbusiness name or any unauthorised and/or illegal method of identifying any business activity of yours

Specific Conditions
1. The fraudulent account must have been opened in an insured person’s name without theirauthorisation.
2. Any false charge or withdrawal from the unauthorized opened account must be verified by aninsured person’s financial institution.
3. Coverage for false charges is limited to the amount an insured person is held liable for by
the financial institution or the maximum sum insured whichever is the lesser.
4. We will be permitted to inspect an insured person’s financial records.
5. You and the insured person will cooperate with us and help us to enforce any legal rights aninsured person or we may have in relation to their identity theft this may include an insured
person’s attendance at depositions, hearings and trials, and giving evidence as necessary toresolve their identity theft.
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Identity Theft Insurance Policy Information Booklet

How to make a Claim
1.

Call us on 1800 830 526 to make a claim within 5 business days of discovering the identity theft
and to obtain claims form and instructions. The claims line to report your claim and receive a claim
form is available 24 hours a day, 7 days a week;2.

File a police report within 48 hours of discovering the identity theft;

3.

Notify the insured person’s eligible account issuer(s) of the identity theft within 24 hours of
discovering the identity theft;

4.

Complete and return any claims forms including an authorization for us to obtain records andother information such as credit reports (if applicable) within 30 days of the original claim (see 1
above);

5.

Provide proof that it was necessary to take time away from an insured person’s work if they makea claim for lost wages. We will ask an insured person to submit proof from their employer thatthey took unpaid days off, and they must have this information notarised;

6.

Send us copies of any demands, notices, summonses, complaints, or legal papers received
in connection with a covered loss;

7.

Take all reasonable and prudent action to prevent additional damage to an insured person’s
identity.

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Identity Theft Insurance Policy Information Booklet

GENERAL EXCLUSIONS
No cover will be provided in respect of the following losses:
1. Losses in connection with business pursuits, interests or professional services dealings,
relationships or transactions, business income, business investments or, any business account.
However this exclusion will not apply to an individual self-employed insured person, for any coverunder Part B: Loss of Income Cover- where such income consists of the insured persons average
weekly income net of business expenses incurred in earning that income.
2. Losses caused by your illegal or fraudulent acts.
3. Losses that you have intentionally or recklessly caused.
4. Losses that result from collusion between you and a relative where such collusion was effectuated forthe puproses of lodging a fraudulent claim.
5. Losses due to war, invasion, act of foreign enemy, hostilities or warlike operations (whether war
has been declared or not), civil war, rebellion, revolution, insurrection, civil commotion, uprising,military or usurped power, martial law, terrorism, riot or the act of any lawfully constituted authority.
6. Losses due to the order of any government, public authority, or customs’ officials.
7. Losses due to or related to a nuclear, biological, or chemical event;

Sanctions Exclusion
The Insurer shall not be deemed to provide cover and the Insurer shall not be liable to pay any claim
or provide any benefit hereunder to the extent that the provision of such cover, payment of suchclaim or provision of such benefit would expose the Insurer, its parent company or its ultimate
controlling entity to any sanction, prohibition or restriction under United Nations resolutions or the
trade or economic sanctions, laws or regulations of the Commonwealth of Australia, the European
Union or the United States of America.

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Identity Theft Insurance Policy Information Booklet

GENERAL CONDITIONS
1.

Assignability
Any rights under the insurance cover shall not be assignable without our agreement andprior written consent.

2.

Australian Law
The insurance cover is governed by the laws of Victoria and any dispute or action inconnection therewith shall be conducted and determined in Australia.

3.

Cancellation of Master Policy
We and the policyholder may terminate the Master Policy in accordance with its provisions.
The policyholder will notify all insured persons of the date of such termination.
Notwithstanding such termination, we will maintain cover for those insured persons
whose Individual Period of Insurance extends beyond the date of termination. In respectof such insured persons, their insurance cover will cease on the date that their Individual
Period of Insurance expires.

4.

Currency
All amounts shown in this Identity theft Policy Information Booklet are in Australian currency(AUD). If expenses or losses are incurred in a foreign currency, then the rate of currency
exchange used to calculate the amount payable in Australia currency (AUD) will be the rate at
the time of incurring the expense or suffering the loss.

5.

Effective Date of Individual Period of Insurance
The insurance of any insured person shall become effective from the day immediately after
he/she meets the eligibility criteria within the Policy Period and will cease after a periodof 365 consecutive days.

6.

Fraud and Misstatement
Any fraud, misstatement or concealment by the policyholder and/or an insured person either
in the application on which this insurance cover is based, or in relation to any other matter
affecting this insurance cover, or in connection with the making of any claim there under,
many give us certain rights provided for in the Insurance Contracts Act 1984 (Cth), including
the right to reduce or refuse payment of any claim, cancel or avoid the Master Policy.

7.

Proof of Loss
After we receive notice of a claim, we will provide the insured person with our usual claim
forms for completion. Their claim form must be properly completed, and all evidence requiredby us shall be furnished in a timely manner at the expense of the insured person and be insuch form and of such nature as we may require.

8.

Subrogation
In the event of any payment under this insurance cover, we shall be subrogated to all
the insured/insured person’s rights of recovery thereof against any person or organisationand the insured/insured person shall execute and deliver instructions and papers and do
whatever else is necessary to secure such and enable enforcement of such rights. The
insured/insured person shall take no action to prejudice such rights.

9.

Mitigation
You must use all reasonable means to avoid future loss at and after the time of loss.

10.

Duties After an Event or Loss
We have no duty to provide coverage under this insurance cover unless there has beenfull compliance with the duties that are detailed in the coverage section. You are required tocooperate with us in investigating, evaluation and settling a claim.

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Identity Theft Insurance Policy Information Booklet

THE CODE OF PRACTICE
We are a signatory to the General Insurance Code of Practice. This aims to raise the standards ofpractice and service in the insurance industry, improve the way claims and complaints are handled andhelp people better understand how general insurance works. Information brochures on the Code areavailable upon request.
We are committed to adhering to the objectives of the Code and to uphold these minimum standards
when providing services covered by this Code. The Code objectives will be followed having regards tothe law and acknowledging that a contract of insurance is a contract based on utmost good faith.
For more information on the Code please visit www.codeofpractice.com.au.

COMPLAINTS AND FEEDBACK
Learning about your experiences with us and our service partners helps to improve the way we dobusiness with you. If you have feedback, or an issue you would like resolved we encourage you tomake contact. Below is information on how to contact us and how we will work together to resolve any
concerns you have.
How to provide feedback1.

Speak to our Complaints team

Our complaints team can be contacted on 1800 339 669. To get the best out of your call with us, please
have your Terms, your Plan Confirmation and/or claim number available and any specific information
about the issue.
2.

Provide your feedback in writing

If you would prefer to provide your feedback or complaint in writing you can do so by lodging yourcomplaint on our website, or by writing to:
The Complaints TeamAIG Australia Limited
Level 13, 717 Bourke Street
Docklands VIC 3008
Email: aucomplaints@aig.com
What happens if you make a complaint?
If you make a complaint, we will record your complaint and make sure that your concerns are
addressed as quickly as possible and seek to achieve a fair outcome for both parties.
We will assess your complaint upon receipt. During the complaints process as set out in this notice, wewill meet the following requirements in respect of your complaint.
• Acknowledge your complaint within one (1) business day.
• We will tell you who will handle your complaint and their contact details.
• We will, where applicable, keep you informed via your preferred method of communication of the
progress of your complaint every ten (10) business days, more frequently or necessary or as agreed byboth of us.
• We will treat your complaint respectfully and handle all personal information in accordance with ourPrivacy Policy.
• Within 30 calendar days from the date we receive your complaint, we will provide a response to yourcomplaint
If we cannot meet any of the stated time frames, we will communicate to you the reasons why this has
not been possible. We will also advise you when you should expect to receive a response or decision,
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Identity Theft Insurance Policy Information Booklet

your right to complain to the Australian Financial Complaints Authority (AFCA) if you are dissatisfied
with such reasons and provide you with the contact details for AFCA.
What you can do if you are not happy with our response or handling of your complaint
If you are not satisfied with our response or the handling of your complaint, you may wish to have thematter reviewed by our Internal Dispute Resolution Committee (“Committee”).
If you wish to have your complaint reviewed by the Committee, please telephone or write to thecomplaints team as per the details above. As part of your request, please include detailed reasons forrequesting the review and the outcome you are seeking. This information will assist the Committee incarrying out its assessment and review of your complaint.
A written response setting out the final decision of the Committee and the reasons for this decision will
be provided to you.
If we are unable to provide a response within 30 calendar days of receipt of the initial complaint, we will
inform you of (i) the time frame for when your complaint will be heard by the Committee, (ii) when you
should expect to receive a response from the Committee; (iii) the reasons for such delay; (iv) your rightto complain to AFCA if you are dissatisfied with such reasons; and (v) the contact details for AFCA.
You can take your complaint to AFCA at any time, including:• if we have been unable to resolve your complaint within 30 calendar days;• You are dissatisfied with the outcome of your complaint; or• You are dissatisfied with the findings of the Committee.
AFCA provides a fair and independent financial services complaint resolution service that is free toconsumers. AFCA can make decisions with which AIG is obliged to comply.
Under AFCA Rules, your complaint may be referred back to us if it has not gone through Our complaints
process.
AFCA’s contact details are:
Australian Financial Complaints Authority (AFCA)GPO Box 3
Melbourne VIC 3001
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
The use of AFCA does not preclude you from subsequently exercising any legal rights which you may
have if you are still unhappy with the outcome. Before doing so however, we strongly recommend thatyou obtain independent legal advice.
If your complaint does not fall within AFCA's Rules, we will advise you to seek independent legal
advice or give you information about any other external dispute resolution options where available toyou.

PRIVACY NOTICEThis notice sets out how we collect, use, and disclose personal information about:•you, if an individual; and•other individuals you provide information about.

Further information about our Privacy Policy is available at www.aig.com.au or by contacting us at
australia.privacy.manager@aig.com or on 1300 030 886.
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Identity Theft Insurance Policy Information Booklet

How we collect your personal information
We usually collect personal information from you or your agents. We may also collect personal information
from:•

our agents and service providers;•

other insurers;•

people who are involved in a claim or assist us in investigating or processing claims, including
third parties claiming under your policy, witnesses, and medical practitioners;•

third parties who may be arranging insurance cover for a group that you are a part of;•providers of marketing lists and industry databases; and•publicly available sources.

Why We collect Your personal information
We collect information necessary to:•underwrite and administer your insurance cover;•

improve customer service and products including carrying out research and analysis including
data analytics functions; and•advise you of our and other products and services that may interest you.

You have a legal obligation under the Insurance Contracts Act 1984 to disclose certain
information. Failure to disclose information required may result in us declining cover, cancellingyour insurance cover, or reducing the level of cover, or declining claims.
To whom we disclose your personal information
In the course of underwriting and administering your policy we may disclose your information to:•

you or our agents, entities to which we are related, reinsurers, contractors or third-party
providers providing services related to the administration of your Policy;•banks and financial institutions for Policy payments;•

you or our agents, assessors, third party administrators, emergency providers,retailers, medical providers, travel carriers, in the event of a claim;•

entities to which we are related and third-party providers for data analytics functions;•other entities to enable them to offer their products or services to you; and•government, law enforcement, dispute resolution, statutory or regulatory bodies, or as
required by law. We are likely to disclose information to some of these entities locatedoverseas, including in the following Countries: Canada, Bermuda, Ireland, Belgium, theNetherlands, France, Germany, United States of America, United Kingdom, Singapore,
Malaysia, the Philippines, India, Hong Kong, New Zealand as well as any country in which
you have a claim and such other countries as may be notified in our Privacy Policy from time
to time.

You may request not to receive direct marketing communications from us.
Access to your personal information
Our Privacy Policy contains information about how you may access and seek correction of personal
information we hold about you. In summary, you may gain access to your personal information bysubmitting a written request to us.
In some circumstances permitted under the Privacy Act 1988, we may not permit access to yourpersonal information. Circumstances where access may be denied include where it would have an
unreasonable impact on the privacy of other individuals, or where it would be unlawful.
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Complaints
Our Privacy Policy also contains information about how you may complain about a breach of theapplicable privacy principles and how we will deal with such a complaint.
Consent
If applicable your application includes a consent that you and any other individuals you provide
information about consent to the collection, use and disclosure of personal information as set out in thisnotice.

FINANCIAL CLAIMS SCHEME
The protection provided under the Federal Government’s Financial Claims Scheme ("the Scheme")
applies to the Policy. In the unlikely event that we are unable to meet our obligations under the Policy,
persons entitled to make a claim under the insurance cover under the Policy may be entitled to
payment under the Scheme (access to the Scheme is subject to eligibility criteria). Information about
the Scheme can be obtained from the APRA website at https://www.fcs.gov.au.

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Identity Theft Insurance Policy Information Booklet