Terms & Condition of Trade

 ·      Castle Insurance

·      Castle Home Insurance

Effective Date: 20 August 2025

These Terms and Conditions of Trade (‘Terms and Conditions’) apply to financial services business between Sure Insurance/Castle Insurance/ Castle Home Insurance and any AFS Licensed Insurance Broker (‘Broker’) from and including the Effective Date. Any Broker wishing to advise on and deal in insurance products provided by Sure Insurance/Castle Insurance/Castle Home Insurance agrees to be bound by these Terms and Conditions.

1.      Background

The Broker wishes to carry on a financial services business to provide financial product advice for insurance products, and deal in a financial product by applying for, acquiring, varying or disposing of an insurance product provided by Sure Insurance/Castle Insurance/Castle Home Insurance subject to the Broker’s Australian Financial Services Licence (‘AFSL’) authorisations. The Broker agrees to be bound by these Terms and Conditions. In consideration of the Remuneration (set out at section 8 below) by Sure Insurance/Castle Insurance/Castle Home Insurance, the Broker agrees to advise on and deal in an
insurance product provided by Sure Insurance/Castle Insurance/Castle Home Insurance.

2.      Relationship

The Broker holds an AFSL that authorises them to advise on and deal in insurance products to either retail or wholesale clients (or both). The Broker will advise Sure Insurance/Castle Insurance/Castle Home Insurance immediately if the AFSL is varied, suspended or cancelled.

The Broker acts as agent for their clients and is not an agent of Sure Insurance/Castle Insurance/Castle Home Insurance nor do these Terms and Conditions create any form of binder, employment, joint venture, partnership or trust. The Broker will not provide or purport to provide any financial services on behalf of Sure Insurance/Sure Insurance/Castle Insurance. The Broker is also responsible for the actions and omissions of its authorised representatives, agents, employees, contractors and referrers.

Sure Insurance/Castle Insurance/Castle Home Insurance acts as agent for insurers, unless otherwise advised.

3.      Arranging Insurance – Closings & Hold Covered

Where applicable, the Broker must accept the offer for the contract of insurance in writing prior to or on the inception date and provide Sure Insurance/Castle Insurance/Castle Home Insurance with all proposal forms (where applicable) and closing instructions received from the insured within 14 days from the inception date of the contract of insurance, unless written instructions have been provided by Sure Insurance/Castle Insurance/Castle Home Insurance advising of an alternate timeframe.  Alternatively, the Broker must process all contracts of insurance via the Sunrise portal.

Where the insured does not require the contract of insurance, the Broker is to either submit a cancellation closing or advise Sure Insurance/Castle Insurance/Castle Home Insurance in writing (email) within a reasonable timeframe.

The contract of insurance will be as per the written offer provided by Sure Insurance/Castle Insurance/Castle Home Insurance and any subsequent documents or other conduct (including any counter-offer from the Broker) will have no effect unless confirmed in writing by Sure Insurance/Castle Insurance/Castle Home Insurance.

Hold covered terms may be available in limited circumstances upon written request and at the sole discretion of Sure Insurance/Castle Insurance/Castle Home Insurance.

4.      Financial Services Guide (‘FSG’)

For retail products distributed by Sure Insurance/Castle Insurance/Castle Home Insurance, where there is no combined FSG/PDS for the insurance product, the Broker must issue the relevant FSG on behalf of Sure Insurance/Castle Insurance/Castle Home Insurance to the Broker’s client.

5.      Insureds

Sure Insurance/Castle Insurance/Castle Home Insurance will only directly contact insureds in the following circumstances:

·      Promoting, marketing and selling its services or products to the general public or to groups of persons who are members of a specific industry, association, profession, club or ethnic community provided that in doing so it does not target any client of the Broker specifically;

o  Pursuant to statutory requirements;

o  If requested by the insured in writing;

o  If required in relation to a claim; or

o  If following reasonable efforts, Sure Insurance/Castle Insurance/Castle Home Insurance has been unable to provide the Broker with any of the relevant notices and information required pursuant to statutory requirements.

     6.      Duty of Disclosure

An insured has either a duty to take reasonable care not to make a misrepresentation or a duty of disclosure in each case under the Insurance Contracts Act 1984 (Cth) (‘ICA’). The relevant sections of the ICA for general insurance products, are sections 20B and 21. The relevant duty is also set out in the product disclosure statement (PDS), policy wording or insurance documentation associated with the contract of insurance.

7.      Payment of Premium, Fees and Statutory Charges

The Broker will remit full payment of premium via EFT, accompanied with an electronic remittance advice, on a net of commission basis and any applicable agency fees and statutory charges on a gross basis to Sure Insurance/Castle Insurance/Castle Home Insurance within 45 days of the contract of insurance’s inception date (‘Payment Terms’). All collected premium, applicable fees and statutory charges are to be held in a trust account in accordance with statutory provisions.

Any variation to the Payment Terms will be set out in the insurance documentation.

Please email all remittances to: remittance@castleinsurance.com.au and make payment to:

Account Name: Castle Insurance – Broker Payment

BSB: 014 221

Account Number: 799 312 709

8.      Remuneration

Sure Insurance/Castle Insurance/Castle Home Insurance will pay the Broker commission on each base premium in accordance with the rates agreed between the parties. For the avoidance of doubt, the base premium is exclusive of statutory charges (including GST and stamp duty), any fire services levy or any other fee. Any change to the Broker commission will be communicated by providing 30 days’ written notice to the Broker.

9.      Cancellation of the Contract of Insurance

Sure Insurance/Castle Insurance/Castle Home Insurance, on behalf of the insurer, will have the right to cancel the contract of insurance if premium is not paid in accordance with the terms of the contract of insurance and these Terms and Conditions.

Any interim contracts of insurance will be cancelled in accordance with sections 38 and 60(4) of the ICA.

Any instalment contracts of insurance will be cancelled in accordance with section 62 of the ICA.

Subject to the terms of the contract of insurance, Sure Insurance/Castle Insurance/Castle Home Insurance may rely upon any other rights under the ICA to cancel the contract of insurance.

Sure Insurance/Castle Insurance/Castle Home Insurance must notify the Broker of any intention to either not renew, cancel or avoid a contract of insurance.

If a contract of insurance is cancelled, the premium refund will be made up of two components:

·        a prorated percentage of the net premium received by Sure Insurance/Castle Insurance/Castle Home Insurance; and

·        a prorated percentage of commission earned by the Broker for arranging the contract of insurance.

Note: Agency fees are payable unless the contract of insurance is cancelled within the cooling off period (if applicable) or there is a full-term cancellation.

If premium is non-refundable as a result of cancellation, this will be disclosed in the PDS, policy wording or insurance documentation associated with the contract of insurance.

10.   Claims

The Broker will provide all reasonable assistance to Sure Insurance/Castle Insurance/Castle Home Insurance, or a party nominated by Sure Insurance/Castle Insurance/Castle Home Insurance or the insurer, in respect of all claims and agrees that any claim will only be met upon receipt of all outstanding premium and agency fees and statutory charges for that contract of insurance.

11.   Electronic Distribution

If the Broker chooses to distribute insurance documentation via electronic means, the Broker must comply with all relevant ASIC regulatory guides and any statutory requirements.

12.   Marketing Material

Any marketing material for Sure Insurance/Castle Insurance/Castle Home Insurance products created or developed by the Broker must be first approved by Sure Insurance/Castle Insurance/Castle Home Insurance before publication or distribution. The Broker agrees it will not change any marketing material provided by Sure Insurance/Castle Insurance/Castle Home Insurance without the prior written consent of Sure Insurance/Castle Insurance/Castle Home Insurance.

13.   Compliance with Applicable Requirements

Each party will at all times comply with all statutory requirements, ASIC regulatory guides and codes of conduct affecting the Broker’s business.

14.   Indemnity

Each party indemnifies the other, on demand, for all claims, damages, judgments, losses, costs (including legal costs on an indemnity basis) and expenses reasonably incurred in connection with any breach by a party of these Terms and Conditions or any applicable statutory requirements. The indemnity survives the expiry or termination of these Terms and Conditions but, this indemnity does not apply to an indemnified party’s act of fraud, negligence or other default.

15.   GST

Where GST is payable, it must be calculated and paid in accordance with A New Tax System (Goods and Services Tax) Act 1999 (Cth). All amounts referred to in these Terms and Conditions are GST exclusive.

16.   Recipient Created Tax Invoice (‘RCTI’)

Both parties agree that they are parties to a RCTI Agreement for the purpose of dealing in insurance products and declare that these Terms and Conditions apply to supplies to which a tax invoice relates. Sure Insurance/Castle Insurance/Castle Home Insurance may issue tax invoices for the supplies, in which case the Broker will not issue tax invoices for the same supplies. Both parties are registered for GST and will notify the other if their registration ceases. Both parties agree to comply with the Australian Taxation Office requirements for a valid RCTI, as amended from time to time. 

17.   Target Market Determinations – Distribution Reporting and Significant Dealings

The Broker agrees to distribute the insurance products in accordance with a valid and up to date Target Market Determination (‘TMD’) (where required). The Broker agrees to report to Sure Insurance/Castle Insurance/Castle Home Insurance to enable it to comply with the distribution reporting and significant dealings obligations set out in the TMD for insurance products arranged by the Broker (having regard to ASIC’s guidelines). Sure Insurance/Castle Insurance/Castle Home Insurance will advise the Broker of the reporting obligations by providing 30 days’ written notice, unless a variation is required to comply with statutory requirements, in which case it will advise the Broker immediately. where immediate notice will apply.

Note: If the Broker provides personal advice to the insured, distribution obligations in the TMD may not be applicable. However, reporting obligations in the TMD for complaints apply in circumstances where personal advice is provided.

These reporting obligations may change from time to time.

18.   Records

The Broker will retain all records, including correspondence (whether electronic or otherwise) either created by or supplied to the Broker for the purpose of providing financial product advice on or dealing with the insurance products under these Terms and Conditions for a minimum of seven years or as imposed by any statutory requirements.

19.   Dispute Resolution

The parties will attempt in good faith to negotiate any dispute between them in connection with these Terms and Conditions within 30 days after receiving written notice from the other party. If the parties cannot resolve the dispute by negotiation within 30 days from the original written notice, they will mediate in accordance with the Australian Disputes Centre guidelines for commercial mediation then in operation. This clause does not apply to any urgent court application, including interlocutory relief.

20.   Privacy & Confidentiality

Privacy

The Broker, if providing Sure Insurance/Castle Insurance/Castle Home Insurance with personal information about individuals, will comply with all relevant
obligations under the Privacy Act 1988 (Cth), including having made or making the individual(s) aware that their personal information will be disclosed to Sure Insurance/Castle Insurance/Castle Home Insurance and handled in accordance with Sure Insurance/Castle Insurance/Castle Home Insurance Privacy Policy which can be found at http://www.sure-insurance.com.au and http://www.castleinsurance.com.au.

Confidentiality

Subject to section 5 (Insureds), during and after termination of these Terms and Conditions, each party must keep confidential and must not use the other party’s Confidential Information except as necessary to perform under these Terms and Conditions or as required by law.

If a government, regulatory authority or court orders a party to disclose Confidential Information, that party will, to the extent permitted, immediately advise the other party and will disclose only such of the Confidential Information necessary to comply with the order.

Nothing in this section 20 (Privacy & Confidentiality) restricts the use or dissemination of Confidential Information obtained lawfully from a third party.

Each party authorises the other to disclose its Confidential Information to insurers, reinsurers, actuaries, auditors, professional advisors and any related bodies corporate in each case on a confidential basis.

This section 20 survives termination.

Confidential Information means all information, data, practices and techniques relating to a party, or a related body corporate, customers, competitors, business, operations, strategies, computer systems, marketing systems and intellectual property or other property of which the other party becomes aware in negotiating or performing under these Terms and Conditions.

Confidential Information does not include information that is in the public domain or later comes into the public domain (unless it came into the public domain by a breach of confidentiality).

21.   Termination & Variation

These Terms and Conditions may be varied by Sure Insurance/Castle Insurance/Castle Home Insurance without cause by providing the Broker with 30 days’ written notice, unless the variation is to comply with a statutory requirement where immediate notice will apply. Further, these Terms and Conditions may be terminated without cause by either party by providing 30 days’ written notice to the other or immediately if a party has its AFSL varied, suspended or cancelled. Sure Insurance/Castle Insurance/Castle Home Insurance reserves the right to terminate these Terms and Conditions immediately by providing written notice to the Broker if the Broker is subject to an insolvency event, breaches a condition, engages in serious misconduct including fraudulent activity, or there is a statutory requirement. As soon as practicable after any termination of these Terms and Conditions and in any event within 90 days, each party must pay all money owed to the other if any, after taking into account any adjustments required and each party must return at its own expense all hard copy documents including marketing materials supplied by the other party and not access electronic copies.

Contact Details

A party will provide notice to the other of any change of address, telephone numbers and e-mail address as soon as practicable after such change.

22.   Inconsistency & No Assignment

In the event of any inconsistency between these Terms and Conditions and the PDS, policy wording or insurance documentation associated with the contract of insurance, the PDS, policy wording or insurance documentation will take precedence.

The Broker may not assign its rights or transfer obligations under these Terms and Conditions without the prior written consent of Sure Insurance/Castle Insurance/Castle Home Insurance.

23.   Intellectual Property

The parties agree that nothing in these Terms and Conditions transfers ownership in, or otherwise grants any rights in, any intellectual property rights of a party. This clause survives termination. 

24.   Modern Slavery

Each party shall use reasonable endeavours to:

·      Ensure that it does not engage in, or inadvertently condone, modern slavery as defined in the Modern Slavery Act 2019 (Cth) (Modern Slavery);

·       Ensure that Modern Slavery is not employed in the delivery of products and services to the other party; and

·       Provide any and all information to assess whether there has been a breach of this section.

25.   Governing Law

These Terms and Conditions will be governed by the laws of Queensland and the parties irrevocably submit unconditionally to the non-exclusive jurisdiction of the Courts of Queensland and any courts which may hear appeals from those Court.45

Privacy Policy

In this privacy policy, ‘we’, ‘us’ and ‘our’ means Sure Insurance Pty Ltd (ABN 72 624 109 128 AFSL 506378) t/as Castle Insurance.

What is Personal Information

‘Personal Information’ is any information or an opinion about an identified individual or an individual who is reasonably identifiable, whether or not the information or opinion is true, and whether or not it is recorded in a material form.
’Sensitive Information’ is a subset of Personal Information which may need to be afforded a higher level of protection. Sensitive Information may include Personal Information and is defined more specifically in the Act, including, amongst other things, health information, criminal history, racial or ethnic origin and sexual orientation.

What Personal Information do we collect, hold and use?

The Personal Information we collect, hold and use generally includes your name and contact information (including telephone numbers and email addresses), information relating to the insured risk, other reference information and information about third parties that you may conduct, or are interested in conducting business with.

As we act as underwriting agencies on behalf of insurers, providing and administering insurance-related products and services, we may also collect and hold other Personal Information required to provide and administer such products and services and to assist you, including details of your previous insurances and Sensitive Information.

You may be able to deal with us without identifying yourself (i.e. anonymously or by using a pseudonym) in certain circumstances, such as when making a general inquiry relating to the products and services we offer. If you wish to do so, please contact us to find out if this is practicable in your circumstances.

However, if you do not provide us with the Personal Information and other information that we need, we or any of our third-party providers may not be able to provide you with the appropriate insurance products and services. You may also risk breaching your duty of disclosure or having your policy cancelled pursuant to the Insurance Contracts Act 1984 (Cth) or otherwise.

How we collect your Personal Information

We may collect Personal Information in a number of ways depending on the nature of the insurance products and services being provided and administered, including:

  • directly from you via our website;
  • through any insurance-related portal;
  • by telephone;
  • in writing;
  • by email; and/or
  • from third parties (such as your insurance broker, premium funders, claims managers, other service providers or publicly from available sources). Each third party is also obliged to comply with the applicable privacy principles.

When collecting Personal Information, we will do everything we reasonably can to let you know:

  • how to contact us;
  • why we are collecting the Personal Information;
  • how the Personal Information is collected;
  • the organisations or types of organisations to which we disclose the Personal Information (if any);
  • if we are required by law to collect the Personal Information;
  • whether disclosure overseas is likely; and
  • the consequences should you choose not to provide the Personal Information

We also automatically collect certain information when you visit our website, some of which may be capable of personally identifying you. Please see the ‘Cookies’ section below for more details.

Our purposes for collecting, holding and using your Personal Information

We collect and hold your Personal Information for the primary purpose of providing and administering our insurance products and services to you. When we collect Personal Information from you, the collection statement may provide a more specific or broader purpose. Such purposes for collection may include:

  • helping us assess risks, to assess your request for insurance, to write and administer your insurance policy and any claim you may have and to clarify or assess information that you have provided;
  • to help us improve our products and services;
  • providing insurance brokers’ customers, potential customers and others with our products and services;
  • helping to develop and identify products and services that may interest insurance brokers, their customers, potential customers or others;
  • conducting market or customer research;
  • developing, establishing and administering alliances and other arrangements with organisations not related to us in relation to the promotion, administration and use of our products and services;
    telling you about promotions and our other product and service offerings which we believe may be relevant to you;
  • sale of our assets or shares to a buyer; and
  • any other purpose notified to you at the time your Personal Information is collected.

If you are an individual who is either based in or a resident of the European Union or the United Kingdom, we will only collect, use and share your personal data where we are satisfied that we have an appropriate legal basis to do so. We will ensure that we only use your personal data for the purposes set out above and where we are satisfied:

  • we need to use your personal data to perform a contract or take steps to enter into a contract with you;
  • we need to use your personal data to comply with a relevant legal or regulatory obligation that we have;
  • we have your consent to use your personal data for a particular activity; or
  • the use of your personal data is necessary for our legitimate interests or the legitimate interests of a third party.

Disclosure of your Personal Information

We will only disclose your Personal Information where it is required or reasonable to providing or administering a product or service that you have requested, or for any of the purposes outlined in this privacy policy. Where appropriate, we will disclose your Personal Information to:

  • our related body corporates, your insurance broker or third parties as is required in order to provide our products and services, including our external service providers, such as payment system operators, lawyers, accountants, other advisers, financial institutions and information technology providers;
  • to agents, Lloyd’s underwriters, insurers, reinsurers, other insurance intermediaries, insurance reference bureaus and industry bodies and groups;
  • claims management and related service providers;
  • the Australian Financial Complaints Authority or other alternative dispute resolution schemes;
  • Insurance and Financial Services Ombudsman;
    administrative service providers;
  • any government organisation or agency; and/or
  • any other entities notified to you at the time of collection.

You authorise us to contact such third parties for the purposes of providing you with the products and services that you have requested.

Other than when required or permitted by law, as specified in this privacy policy or where you have provided your consent, we will not disclose your Personal Information for any other purpose.

Nothing in this privacy policy prevents us from using and disclosing to others de-personalised aggregated data.

Disclosure of Personal Information overseas

We may disclose your Personal Information overseas (such as United Kingdom, United States of America, Malaysia, the Philippines and Vietnam) where it is required or reasonable in relation to providing or administering a product or service that you have requested, or for any of the purposes outlined in this privacy policy.

If we wish to disclose your Personal Information overseas, we will inform you of this and we will take reasonable steps to ensure that the overseas recipient does not breach the applicable privacy principles. We may also gain your consent to disclose your Sensitive Information overseas, if required. If you are an individual who is either based in or a resident of the European Union or the United Kingdom, we will take appropriate steps to ensure that transfers of your personal data are in accordance with applicable legislation and carefully managed to protect your privacy rights. We will also ensure that transfers of your personal data are limited to countries which are either recognised as providing an adequate level of legal protection or where we can be satisfied that alternative arrangements are in place to protect your privacy. To this end:

  • we will ensure transfers within our group of companies will be covered by an agreement entered into by members of our group of companies (intra-group agreement) which contractually obliges each member to ensure that personal data receives an adequate and consistent level of protection wherever it is transferred within our group of companies;
  • we will ensure that where we transfer your personal data outside our group of companies to third parties who assist in providing our services, we obtain contractual commitments from the third parties to protect your personal data; and
  • where we receive requests for information from law enforcement or regulators, we carefully validate these requests before any personal data is disclosed.

Direct marketing and how to opt out

When we collect your Personal Information, we may use this information to provide you with information about our other products and services. If you no longer wish to receive such information, or you do not want us to disclose your Personal Information to any other organisation (including any related body corporates), you can opt out by contacting us using our contact details below.

We will not sell or trade your Personal Information for marketing purposes.

Your obligations when you provide Personal Information of others

You must not provide us with Personal Information (including any Sensitive Information) of any other individual (including any of your employees or clients if you are an insurance broker) unless you have the express consent of that individual to do so. If you do provide us with such information about another individual, before doing so you:

  • must tell that individual, via a collection statement, that you will be providing their information to us and that we will handle their information in accordance with this privacy policy;
  • must provide that individual with a copy of (or refer them to) this privacy policy; and
  • warrant that you have that individual’s consent to provide their information to us.

If you have not done this, you must tell us before you provide any third party information.

Your obligations when we provide you with Personal Information

If we give you, or provide you access to the Personal Information of any individual, as authorised under this privacy policy, you must only use it:

  • for the purposes we have agreed to; and
  • in compliance with applicable privacy laws, including any applicable privacy principles and this privacy policy.

You must also ensure that your agents, employees and contractors meet the above requirements.

Accuracy, Access and Correction of your Personal Information

We take reasonable steps to ensure that your Personal Information is accurate, complete and up to date whenever we collect, use or disclose it. However, we also rely on you to advise us of any changes to your Personal Information. All Personal Information identified as being incorrect is updated in our database.

Please contact us using our contact details below as soon as possible if there are any changes to your Personal Information or if you believe the Personal Information, we hold about you is not accurate or complete. We may refuse to correct Personal Information if the correction would not improve the accuracy, completeness, relevance or would make the information misleading. If we refuse to correct your Personal Information, we will record that a request was made and advise you why the request was refused.

You can make a request to access your Personal Information by contacting us using the contact details below. If you make an access request, we will provide you with access to the Personal Information we hold about you, unless otherwise required or permitted by law, within a reasonable time after the request is made. We will notify you of the basis for any denial of access to your Personal Information.  No fee will be charged for an access request. However, we may charge you the reasonable cost of complying with the access request, with such costs notified to you before they are incurred.

Security of your Personal Information

We take reasonable steps to protect any Personal Information that we hold from misuse, interference and loss and from unauthorised access, alteration and disclosure.

For example, we maintain physical security over our paper and electronic data stores and premises, such as 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.

However, data protection measures are never completely secure and despite the measures we have put in place, we cannot guarantee the security of your Personal Information. You must take care to ensure you protect your Personal Information (for example, by protecting any usernames and passwords). You should notify us as soon as possible if you become aware of any security breaches.

How long do we retain your Personal Information

We will retain your Personal Information for no longer than is required for any purpose under this privacy policy unless we are required by law to retain the information for a longer period. We will make reasonable efforts to destroy or de-identify your Personal Information after this time in accordance with any Records Management Policy and procedures.

Links to third party sites

Our website may contain links to other third-party websites. We do not endorse or otherwise accept responsibility for the content or privacy practices of those websites, or any products or services offered on them. We recommend that you check the privacy policies of these third-party websites to find out how these third parties may collect and deal with your Personal Information.

Cookies

Like many website operators, we may use standard technology called cookies on our website. Cookies are small data files that are downloaded onto your computer when you visit a particular website. Cookies help provide additional functionality to the website or to help us analyse website usage more accurately. For instance, our server may set a cookie that keeps you from having to enter a password more than once during a visit to one of our websites. In all cases in which cookies are used, the cookie will not collect Personal Information except with your consent. You can disable cookies by turning them off in your browser; however our website may not function properly if you do so.

Your Rights under the GDPR
If you are an individual who is either based in or a resident of the European Union or the United Kingdom, subject to applicable data privacy laws, we will not process sensitive data about you unless we have received your explicit consent to the processing of this information.

If you are an individual who is either based in or a resident of the European Union or the United Kingdom, you also have the right to:

  • be informed as to how we are collecting and using your personal data;
  • obtain confirmation from us as to whether or not your personal data is being processed, where and for what purpose. If requested, we will provide you with a copy of your personal data, free of charge in an electronic format;
  • request that we erase your personal data if we no longer have a legitimate interest to continue holding or processing the data;
  • object to the processing of your personal data, including for direct marketing and processing based on a legitimate interest; and
  • request that we restrict the processing of your personal data in certain circumstances, including in the case of unlawful processing.

How to make a complaint

If you wish to make a complaint about how we have handled your Personal Information, you can lodge a complaint by using the contact details below. You will need to provide us with sufficient details regarding your complaint together with any supporting evidence and information.

We will refer your complaint to our Privacy Officer who will investigate the issue and determine the steps that we will undertake to resolve your complaint. We will contact you if we require any additional information and will notify you in writing of the outcome of the investigation. We will try to resolve any complaint within 14 business days. If this is not possible, you will be contacted within that time to let you know how long it is likely to take us to resolve your complaint.

If you are not satisfied with our determination, you can contact us to discuss your concerns or complain to:

Privacy Policy changes

We may make changes to this policy as a result of operational or legislative changes. When changes are made to this policy, the updated policy will be uploaded to our website and the effective date updated accordingly.

How to contact us

If you wish to gain access to your Personal Information, want us to correct or update it, have a complaint about how we have handled your Personal Information or any other query relating to our privacy policy, please contact our Privacy Officer during business hours in Sydney, NSW Australia on:

The Privacy Officer

T: 1300 265 735
E: privacy@castleinsurance.com.au

Alternatively, you can contact us via:

PO Box 487, Capalaba QLD 4157
T: 1300 265 735
E: privacy@castleinsurance.com.au
W: www.castleinsurance.com.au

In Australia, for further information on privacy, visit the Australian Government Office, Office of the Australian Information Commissioner website.

Effective Date: 30 June 2025