Privacy policy

Who we are

MotorClaim Accident Management is the trading name of Motor Claim Management Pty Ltd (ABN 87 660 165 104, ACN 660 165 104). This policy explains how we handle personal information collected through this website, and it is our policy for the purposes of Australian Privacy Principle 1.3.

If you would rather talk to a person about any of this, call 1300 255 588.

What we collect, and when

We only collect what you give us. There is no tracking pixel, no advertising script and no analytics service on this website.

• Claim form: your vehicle and licence details, photos of the front and back of your driver licence, your name, date of birth, contact details and address, insurance details, the other party's details and optional front/back licence photos where you have them, the circumstances of the accident, your photo of the accident diagram, optional vehicle-damage photos, an optional video, and your signature on the Authority to Act.
• Contact form: your name, phone number, email address, the subject you choose and your message.
• Rental agreement signing: your signature and the date you signed, against the agreement we prepared for you.
• Automatically with each of the above: your IP address and browser user-agent string, kept as a record of the submission and to limit abuse of the forms.
• Claim status lookups: nothing is stored. The reference number and email address you type are used to find the claim and are not retained.

Why we collect it

To do the job you are asking us to do: assess whether you are eligible, arrange towing, repairs and a replacement vehicle, lodge and manage the claim, recover the costs from the party responsible, and keep proper records of what was agreed.

Some of what you give us is sensitive information - for example, details of an injury. We collect it only where it is directly relevant to the claim, and only with your consent, which you give by submitting the form.

If you upload both sides of a driver licence, the website may use text-recognition software in your browser to suggest values for the form. You must check and can edit every suggestion. This scan is a typing aid, is not identity verification, and the licence photos are sent to MotorClaim only when you submit the claim.

Who we give it to

We disclose your information only where it is needed to run your claim:

• The at-fault party's insurer and, where relevant, your own insurer.
• The repairer carrying out the work - Crash Solutions P/L, or the licensed repairer you choose.
• The company supplying your replacement vehicle.
• Our legal partner EXC Law Pty Ltd, where legal advice or recovery action is needed.
• Police, courts or a regulator, where the law requires it.

Where it is stored

Your information is held in our own database and file storage, on servers operated for us in Japan. Access is limited to MotorClaim staff who need it to work on your claim, and staff access is protected by an individual password and an expiring session.

Because those servers are outside Australia, providing your information to us involves an overseas disclosure for the purposes of Australian Privacy Principle 8. We take reasonable steps to ensure it is handled consistently with the Australian Privacy Principles.

Cookies

If you choose EN or 中文, this website sets a first-party language preference cookie named mc_locale for up to 12 months. It stores only your language choice. The internal admin area can also set a sign-in session cookie for MotorClaim staff. We do not use analytics, advertising or third-party tracking cookies.

How long we keep it

We keep claim records for as long as we need them for the claim, and afterwards for the period required by law and by our insurers and legal partner for records of this kind. Enquiries that do not become claims are kept only while we are dealing with them.

Getting access, or correcting something

You can ask us for a copy of the personal information we hold about you, and ask us to correct it if it is wrong. Call 1300 255 588 or use the contact form and tell us what you need. We will ask you to confirm who you are before we release anything.

Complaints

If you think we have mishandled your personal information, tell us first - call 1300 255 588 or send us a message through the contact form, and we will look into it and come back to you.

If you are not satisfied with how we deal with it, you can complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992.