Website Terms and Conditions
Welcome to the Ryno Insurance website (the “Website”). The Website is owned and operated by East West Insurance Brokers Pty Ltd ABN 83 010 630 092 AFSL 230041 trading as Ryno Insurance (“Ryno Insurance”, “we”, “us”, “our”). “You” means the Website user.
You can find out more about us from our Financial Services Guide and more about our products from the Product Disclosure Statements. The Ryno Insurance range of products can only be bought by Australian residents. Additionally, other terms or conditions may apply in relation to products or services offered via the Website, and you will also be bound by these as they apply to you.
If you have a question about any term or condition, service or product, please call one of our friendly and professional consultants on 1300 850 188.
You must not:
(a) use the Website for any activities or post or transmit via the Website, any information or materials which breach any laws or regulations, infringe a third party’s rights, or are contrary to any relevant standard or codes;
(b) use the Website to post or transmit any material which interferes with other users or defames, harasses, threatens, menaces, offends or restricts any person or which inhibits any user from using the Website or the Internet;
(c) use the Website to send unsolicited email messages;
(d) in any way tamper with, hinder or modify the Website;
(e) knowingly transmit any viruses or other disabling features to the Website or via the Website;
(g) attempt any of the above acts or facilitate or assist another person to do any of the above acts.
2. Information and Transactions over the Website
Receive an Estimate Quote. We will use that information to give you an Estimate Quote by email or phone. If we are unable to give you an estimate, we will tell you why and try to help by referring you elsewhere. It is an Estimate Quote because it is subject to meeting underwriting criteria and may change due to various factors. An Estimate Quote is not binding and does not give you any cover.
Apply for Insurance. If you like our estimate, you can apply for a firm quote and insurance cover by:-
(i) Calling us on 1300 650 670 or
(ii) Responding to our electronic quote and we will call you.
The choice is yours.
We will promptly respond during Business Hours by asking you a few detailed questions enabling us to give a firm quote, subject to receipt of the premium within quoted credit terms and any other condition we tell you about. We will honour the firm quote for 30 days provided your information has not changed.
Commencement of Cover. Cover commences when we accept your application by giving you a Cover or Policy Number. Cover will not commence before the first day of the Period of Insurance whether or not money is paid before then.
Remember:- No Cover or Policy Number means no cover.
3. Your Duty of Disclosure
(a) What you must tell us
When answering our questions you must be honest and you have a duty under law to tell us anything known to you and which a reasonable person in the circumstances would include in the answer to the question. We will use the answers in deciding whether to insure you and anyone else to be insured under the policy, and on what terms. Your Duty of Disclosure also extends throughout the policy period and to each time you renew the policy.
(b) Who needs to tell us?
It is important that you understand you are answering our questions in this way for yourself and anyone else whom you want to be covered by the policy.
(c) If you do not tell us
If you do not answer our questions in this way, we may reduce or refuse to pay a claim, or cancel the policy.
If you answer our questions fraudulently, we may refuse to pay a claim and treat this policy as never having been in force.
Failure to comply with your Duty of Disclosure could severely affect the result of any claim made on the policy and could lead to the claim being declined.
If you do not understand your duty, please ask us to explain it.
4. We act on behalf of insurer/s when arranging insurance cover
We arrange policies for and on behalf of insurer/s and act under a binding authority agreement given to us by the insurer/s to administer and issue policies, alterations, renewals and at times to also settle claims. In all aspects of these policies, we act on behalf of the insurer and not for you. We remind you of this when we quote and in the relevant Product Disclosure Statement (PDS).
5. Our Advice and PDS
You acknowledge and agree that information provided on the Website is of a general nature only and is not, and is not intended to be, advice. We have not given you any personal advice until we tell you that we have done so by considering your individual financial situation, objectives or needs. In any event, you should consider the relevant PDS and any other information made available to you before you Request to Buy to ensure that it’s right for you and satisfies your needs and situation. It is your responsibility to assess and verify the accuracy, completeness and reliability of the information on this Website, and to seek professional advice where necessary.
6. Links to Third Party Websites
The Website may provide links to other websites (“Linked Sites”). Any external links are provided as a courtesy and we are not responsible for the content or privacy practices associated with the Linked Sites. We do not warrant, sponsor, endorse or approve the operators of Linked Sites or the material found at the Linked Sites.
7. Accuracy and Warranty
Ryno Insurance does not warrant the availability, functionality or performance of the Website, the electronic transmission, receipt authentication, lodgement or any other dealing whatsoever with electronic documents or mail or any other data, or the use of automatic language translation devices in connection with this Website.
You must take your own precautions to ensure that the process which you employ for accessing this Website does not expose you to the risk of viruses, malicious computer code or other forms of interference which may damage your own computer system. Ryno Insurance Insurance does not accept responsibility for any interference or damage to your own computer system which arises in connection with your use of this Website or any linked website.
We cannot screen all content provided on the Website and the information provided on any open discussion site, blog, social media tool or forum available through this Website. We do not assume any responsibility for the content of any open discussion site, blog, social media tool or forum available through this Website. We will not be responsible for any offensive language or otherwise objectionable content contained in this Website or on any open discussion site, blog, social media tool or forum available through this Website.
8. Limitation of Liability
To the extent permitted by law, we exclude all implied conditions and warranties with respect to this Website, and its content, except any implied condition or warranty the exclusion of which would contravene any statute or cause any part of this clause to be void.
Ryno Insurance does not accept responsibility for any loss or damage, howsoever caused (including through negligence), which you may directly or indirectly suffer in connection with your use of this Website or any linked website, nor do we accept any responsibility for any such loss arising out of your use of, or reliance on, information contained on, or accessed through, this Website.
9. Intellectual property
All intellectual property rights in this Website, including the design, text, graphics, logos, icons, images, the selection and arrangement thereof, sound recordings and all software relating to this Website, are owned by or are licensed to Ryno Insurance. These intellectual property rights are protected by Australian and international laws.
Other than for the purposes of printing one hard copy of the material on this Website for non-commercial use, research, criticism or review, and subject to the conditions prescribed under the Copyright Act 1968 (Cth) and similar legislation which applies in your location, you may not in any form or by any means copy, adapt, reproduce, store, modify, distribute, print, upload, display, perform, publish, post, frame within another website or create derivative works from any part of this Website or commercialise any information obtained from any part of this Website without Ryno Insurance prior written permission or, in the case of third party material, from the owner of the copyright in that material.
The law provides you with a cooling off period of 14 days after you enter into your policy. During this period, you may request cancellation of your insurance policy and receive a refund of the insurance premium paid including refundable government taxes and charges. This is subject to retail policies only.
This does not affect any other cancellation rights you have under your policy.
If you notice a transaction on your account from Ryno Insurance that you did not make, please call us immediately on 1800 809 132 from within Australia, 24 hours a day, 7 days a week. If you are overseas, call us immediately on +61 1800 809 132, 24 hours a day, 7 days a week.
Any amounts returned will be refunded directly back into the account the original dispute was raised from. Amounts refunded will be in Australia Dollars (AUD).
Certain Underwriters at Lloyd’s
Lloyd’s in Australia:
Lloyd’s Australia Limited
Suite 2, Level 21 Angel Place
123 Pitt Street, Sydney NSW 2000
Phone 02 9223 1433
Since the late seventeenth century, the name Lloyd’s has been synonymous with Insurance. Many of the world’s leading underwriters are based at Lloyd’s and this market is internationally renowned and has an impeccable claims record.
Lloyd’s is authorised under the Australian Insurance Act 1973 (Cth) to conduct insurance business in Australia, and is proud to be a member of the Insurance Council of Australia.
What is the General Insurance Code of Practice?
Ryno Insurance fully supports the General Insurance Code of Practice (the Code).
The General Insurance Code of Practice (the Code) sets the minimum standards of service that are to be provided by Insurance Companies to their customers.
The Code aims to:
• Promote better, more informed relations between insurers and their customers
• Improve consumers confidence in the insurance industry
• Provide better mechanisms for the resolution of complaints and disputes between insurers and their customers
• Commit insurers and the professionals they rely on to higher standards of customer service
If you would like to obtain a copy of the General Insurance Code of Practice (the Code), please visit the Code of Practice website at http://www.codeofpractice.com.au/
Silo Five – What to do if you have a complaint
You may contact us at any time if you are dissatisfied with any matter relating to services provided by Ryno Insurance or with your Ryno Insurance Policy. You should contact us on 1300 650 670 or alternatively, you can email us at firstname.lastname@example.org
If you are dissatisfied with our response, you may refer the matter to Lloyd’s Australia Ltd. We will direct you to the correct avenue of further complaint if you ask us to or you may refer the complaint directly.
Lloyd’s Australia Ltd has the appropriate authority to investigate and address matters of this nature on behalf of the various syndicates at Lloyd’s.
Lloyd’s Australia may be contacted as follows:
Lloyd’s Underwriters’ General Representative in Australia
Suite 2, Level 21
123 Pitt Street
Sydney NSW 2000
Telephone Number: (02) 9223 1433
Facsimile Number: (02) 9223 1466
Lloyd’s Australia will respond in writing within 15 working days and if you remain dissatisfied with their response, you will be provided at that time, details of any other avenues for the resolution that may be available to you.
If you dispute remains unresolved, you will be referred to the Financial Ombudsman Service operated by Financial Ombudsman Services Limited (FOS). You can also contact FOS directly about any complaint at any time.
FOS is a national scheme for consumers, free of charge and is aimed at resolving disputes between the insured and insurance company. You can contact FOS on 1300 780 808 or at www.fos.org.au
What information do we collect and how do we use it?
When we arrange insurance on your behalf, we ask you for the information we need to advise you about your insurance needs and management of your risks. This can include a broad range of information ranging from your name, address, contact details, age to other information about your personal affairs including your assets, personal belongings, financial situation, health and wellbeing. We provide any information that the insurers or intermediaries who we ask to quote for your insurances and premium funding require to enable them to decide whether to insure you and on what terms, or to fund your premium and on what terms.
Insurers may in turn pass on this information to their reinsurers. Some of these companies are located outside Australia. For example, if we seek insurance terms from an overseas insurer (e.g. Lloyd’s), your personal information may be disclosed to the insurer. If this is likely to happen, we inform you of where the insurer is located, if it is possible to do so.
When you make a claim under your policy, we assist you by collecting information about your claim. Sometimes we also need to collect information about you from others. We provide this information to your insurer (or anyone your insurer has appointed to assist it to consider your claim, e.g. loss adjusters, medical brokers etc) to enable it to consider your claim. Again this information may be passed on to reinsurers.
From time to time, we may use your contact details to send you direct marketing communications including offers, updates and newsletters that are relevant to the services we provide. We will always give you the option of electing not to receive these communications in the future. You can unsubscribe by notifying us and we will no longer send this information to you.
What if you don’t provide some information to us?
We can only fully advise you and assist in arranging your insurance or with a claim, if we have all relevant information. The insurance laws also require you to provide your insurers with the information they need in order to be able to decide whether to insure you and on what terms. You have a duty to disclose the information which relevant to the insurer’s decision to insure you.
When do we disclose your information overseas?
If you ask us to seek insurance terms and we recommend an overseas insurer, we may be required to disclose the information to the insurer located outside Australia. For example, if we recommend a policy provided by Lloyd’s, your information may be given to the Lloyd’s broker and certain underwriters at Lloyd’s to make a decision about whether to insure you.
We will tell you at the time of advising on your insurance if the insurer is overseas and in which country the insurer is located. If the insurer is not regulated by laws which protect your information in a way that is similar to the Privacy Act, we will seek your consent before disclosing your information to that insurer.
Australian and overseas insurers acquire reinsurance from reinsurance companies that are located throughout the world, so in some cases your information may be disclosed to them for assessment of risks and in order to provide reinsurance to your insurer. We do not make this disclosure, this is made by the insurer (if necessary) for the placement for their reinsurance program.
How do we hold and protect your information?
We strive to maintain the reliability, accuracy, completeness and currency of the personal information we hold and to protect its privacy and security. We keep personal information only for as long as is reasonably necessary for the purpose for which it was collected or to comply with any applicable legal or ethical reporting or document retention requirements.
We hold the information we collect from you initially in a working file, which when completed is electronically imaged and stored, after which any paper is destroyed in our onsite shredder.
We ensure that your information is safe by protecting it from unauthorised access, modification and disclosure. We maintain physical security over our paper and electronic data and premises, by using locks and security systems. We also maintain computer and network security; for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to computer systems where your information is stored.
Will we disclose the information we collect to anyone?
We do not sell, trade, or rent your personal information to others.
We may need to provide your information to contractors who supply services to us, e.g. to handle mailings on our behalf, external data storage providers or to other companies in the event of a corporate sale, merger, re-organisation, dissolution or similar event. However, we will take reasonable measures to ensure that they protect your information as required under the Privacy Act.
We may provide your information to others if we are required to do so by law, you consent to the disclosure or under some unusual other circumstances which the Privacy Act permits.
How can you check, update or change the information we are holding?
Upon receipt of your written request and enough information to allow us to identify the information, we will disclose to you the personal information we hold about you. We will also correct, amend or delete any personal information that we agree is inaccurate, irrelevant, out of date or incomplete.
If you wish to access or correct your personal information, please write to our Privacy Officer at Ryno Insurance, P O Box 239, Coopers Plains, Queensland 4108.
We do not charge for receiving a request for access to personal information or for complying with a correction request. Where the information requested is not a straightforward issue and will involve a considerable amount of time, then a charge will need to be confirmed for responding to the request for the information.
In some limited cases, we may need to refuse access to your information, or refuse a request for correction. We will advise you as soon as possible after your request if this is the case and the reasons for our refusal.
What happens if you want to complain?
Your complaint will be considered by us through our internal complaints resolution process and we will try to respond with a decision within 45 days of you making the complaint.
By asking us to assist with your insurance needs, you consent to the collection and use of the information you have provided to us for the purposes described above.
Website information and content.
The information provided on this website does not cover all aspects of the law on the relevant subject matter. Professional advice should be sought before any action is taken based upon the matters described and discussed on this site.
To the extent permitted by law, we make no representations about the suitability of the content of this site for any purpose. All content is provided without any warranty of any kind. We disclaim all warranties and conditions with regard to the content, including but not limited to all implied warranties and conditions of fitness for a particular purpose, title and non-infringement.
We will not be liable for any damages or injury caused by, including but not limited to, any failure of performance, error, omission, interruption, defect, delay in operation of transmission, computer virus, or line failure. To the extent permitted by law we will not be liable for any damages or injury, including but not limited to, special or consequential damages that result from the use of, or the inability to use, the materials in this site.
We believe the content of this site to be accurate, complete and current; however there are no warranties as to the accuracy, completeness or currency of the content. It is your responsibility to verify any information before relying on it. The content of this site may include technical inaccuracies or typographical errors.
We reserve the right to modify the content of this site from time to time.
Tell us what you think
We welcome your questions and comments about privacy. If you have any concerns or complaints, please contact our Privacy Officer on telephone number 1300 650 670 or email email@example.com