Sydney accident management

Privacy policy

What we collect, why we need it, who we give it to, and how to get a copy or have it corrected. No tracking, no advertising scripts, and only an optional language preference cookie on public pages.

A Chinese-Australian family gets into a dark blue replacement sedan on a leafy Sydney street in late-afternoon sun; the mother holds the rear door as her son climbs in, while the father smiles at the open boot

Last updated 13 October 2026

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.

For privacy questions, access or correction requests, or complaints, call 1300 255 588 or use our contact form and mark your message ‘Privacy’. You can also use these channels to request postal contact details.

What we collect, and when

We collect information you provide and limited technical information automatically when you use or submit our forms. We do not use tracking pixels or advertising scripts. The site may load the optional Cloudflare Web Analytics beacon only when its deployment token is configured; it does not set an application cookie.

Claim form: vehicle and licence details, front and back licence photos, name, date of birth, contact details and address, insurance details, other-party and witness details you are entitled to provide, accident circumstances, injury and police information, optional accident diagrams, damage photos and video, your signature, and the record of your consent.
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: the reference and email are used to find a matching claim, not to create a new claim record. Technical request information may be processed for security and rate limiting.

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.

Injury information can be sensitive information, and licence photos contain identifying details. The claim form asks for express consent to collect and handle these materials before submission. Provide only information relevant to the accident and that you are entitled to share. If you cannot provide required information or consent, we may be unable to assess or progress the claim online; call us to discuss what is needed.

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 share relevant information where needed to provide the requested service, manage the claim, operate the website or meet legal obligations:

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.
Towing operators, assessors and service providers involved in the arrangements you request.
Our legal partner EXC Law Pty Ltd, where legal advice or recovery action is needed.
Technology and hosting providers supporting the website, database and file storage, where their services require it.
Police, courts or a regulator, where the law requires it.

Where it is stored

Submitted information is held in the application's database and file storage on servers in Australia (Sydney, NSW). This includes uploaded evidence, signatures and generated claim and rental documents. Hosting and technical service providers may process information where needed to operate and support that infrastructure.

The website uses HTTPS for transmission, protected staff sign-in sessions and access controls for submitted documents. These measures do not eliminate every risk. Some technology providers that support the website, such as our email and content-delivery services, may process information outside Australia; any such processing and any disclosure are subject to applicable privacy obligations. Contact us if you need more information about providers or handling arrangements before submitting sensitive material.

Cookies and saved drafts

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 advertising or third-party tracking cookies. Optional Cloudflare Web Analytics is only enabled when its deployment token is configured.

Claim-form text is saved temporarily in session storage in your current browser tab so you can refresh or return to the form in that tab. Photos, videos and signatures are not saved in the draft. Clear the draft or submit successfully to remove it; closing the tab ends the session. On a shared device, clear your draft before leaving.

How long we keep it

Retention is based on the purpose of the record, the progress of the matter and any legal obligation or dispute requiring preservation. We do not publish one fixed period for all information, and this website does not promise automatic deletion when a claim closes.

Claim material, including licence images, injury information and other evidence: retained where needed to assess, manage or resolve the claim or a related dispute.
Signed authorities, rental agreements, invoices and settlement records: retained for relevant contractual, accounting and legal record-keeping obligations.
General enquiries and technical security records: retained according to the enquiry or security purpose; they should not be kept indefinitely without a continuing need.
When information is no longer needed and no retention obligation applies, it should be securely deleted or de-identified. Relevant copies in documents, exports and backups must also be considered. Contact us to ask about a record's retention or request deletion; legal obligations may limit what can be removed.

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.