We are a community of car enthusiasts, who are committed to
providing great service, adding value and making a difference.
We are LSV – Lumley Special Vehicles
““Always are extremely helpful, easy to deal with. They follow up on any queries and ring you when you forget to pay your policy.””
John, New South Wales
We are committed to supporting the car enthusiast community and that not only means sponsorship of events but also of car club magazines and newsletters. Call us on 133 578 or email contactus@lumley.com.au with the details.
Here are some of the car clubs that we sponsor:
PROTECTING YOUR PRIVACY
Collection of personal information
Lumley Special Vehicles is a trading name of Insurance Australia Limited ABN 11 000 016 722 AFSL 227681. (IAL, we, us, our). We collect information about you to: process, access and verify your application for insurance and any claims you make; administer and manager the products and services that we provide; for customer and market satisfaction research and to develop and identify products and services that may interest you. We collect information only by lawful and fair means.
We also collect your information so that we and our related companies and business alliance partners can understand your interests, behaviour and suitability for services and products that we believe may be of benefit to you.
You agree that we may collect, use, disclose and hold your personal information for these purposes and that we can do so as set out below.
Our Privacy Policy also explains how we treat personal information that we hold about you. You should read our Privacy Policy (click title to open document) together with this Privacy Statement.
We will collect information about you (such as your name and contact details) and other people you’ve asked us to include under your insurance policy, details of the risk you’ve asked us to insure, information about your previous claims or losses, details of your previous insurances and insurers, the status of any loan you have in relation to the risk we’ve insured and any matters we need to make a decision about whether to offer or provide insurance to you.
Whenever it’s reasonable and possible for us to do so, we’ll only collect personal information about you directly from you. There may be instances where we need to collect it from a third party. This may include other insurers, related entities, your credit institution (e.g. the bank you have your loan with), another party involved in a claim, investigators, family members, anyone you have authorised to deal with us on your behalf, financial institutions (e.g. for account details like your credit card or bank account number, e.g. if the product or service is being paid for in this way or we are making a claim payment) and/or legal advisers.
If we collect information about you from someone else, we’ll only do so if we need that information to provide or administer your products and services.
If we collect information under a law, regulation, or court order then we’ll advise you of the law or court order applicable.
If you don’t want to share your personal information with us, we won’t be able to provide you with and administer our products and services. As an insured, you may also have a duty under insurance law to tell us anything that might be relevant to our decision to offer you insurance. Check your application or insurance documents for further details of this duty, and the consequences of not complying with it.
Use and disclosure of personal information
IAL may disclose your personal information to:
We use and disclose your personal information for the purposes of providing insurance, administering your policy, improving our products and services, claims handling and dispute resolution.
We may also use and disclose your information so that we and our related companies and business alliance partners can offer you services and products that we believe may be of interest to you. We will also use your personal information for customer data analysis and marketing purposes and may contact you about offers not related to insurance.
Overseas recipients of personal information
Some of the organisation we use to assist us in providing you with our products and services are located overseas. If we share your personal information with an organisation that’s located outside of Australia we’ll ensure it’s handled in accordance with our Privacy Policy and the Privacy Act 1988 (Cth). We may disclose your personal information to organisations located in countries such as the United States of America, South Africa, the United Kingdom, the Philippines, the Netherlands, Fiji, India, Germany, Singapore, Malaysia and New Zealand. The location of our overseas service providers may vary from time to time. We give you notice of these changes by updating our online Privacy Policy which you can access at www.lsvinsurance.com.au.
Access and correction to personal information
You can ask us for access to the personal information we hold about you at any time. You can also ask us to correct this information where you think it is inaccurate, incomplete or out of date. You can find more information about our processes in our Privacy Policy.
If we correct information we’ll confirm this with you. If we decide not to amend our records, we’ll give you reasons for our refusal and details of how you can access our Internal Dispute Resolution (IDR) process.
Complaints
We will always do our best to provide you the highest level of service but if you are not happy or have a complaint or dispute, here is what you can do.
If you experience a problem or have a complaint regarding our handling of your personal information, let us know so we can help.
Call us on 133 578 or go to our website for more information on how to contact us: https://www.lsvcarinsurance.com.au.
If we are not able to resolve your complaint when you contact us or if you would prefer not to contact the people who initially handled your complaint, the next step of our complaint and dispute resolution process is to contact our Customer Relations team using the contact details below:
Free Call: 1800 045 517
Email: Customer.Relations@iag.com.au
Customer Relations will contact you if they require additional information or have reached a decision relating to your complaint. Customer Relations will advise you of the progress of your complaint and the time frame for a decision in relation to your complaint.
We expect our procedures will address your complaint in a fair and prompt manner.
If you are unhappy with the decision made by Customer Relations, the next step is that you may wish to seek an external review of the decision by raising your complaint with the Australian Financial Complaints Authority (AFCA).
You have a right in certain circumstances to have your privacy complaint determined by AFCA. AFCA can determine a complaint about privacy where the complaint forms part of a wider dispute between you and us or when the privacy complaint relates to or arises from the collection of a debt.
AFCA is an independent dispute resolution body that is recognised as an external dispute resolution (EDR) scheme under the Privacy Act 1988 (Cth) by the OAIC to handle particular privacy-related complaints and is an approved EDR scheme by the Australian Securities and Investments Commission (ASIC). We’re bound by AFCA determinations, provided the dispute falls within AFCA Terms of Reference.
You have two years from the date of our letter outlining our final decision to make an application to AFCA for a determination.
You can access AFCA dispute resolution services by contacting them at:
The Australian Financial Complaints Authority
Website: www.afca.org.au
Email: info@afca.org.au
Phone: 1800 931 678 (free call)
Mail: GPO Box 3 Melbourne Victoria 3001
If you are unhappy with AFCA’s determination in relation to your complaint, or if AFCA is unable to hear your complaint, the next step is that you may wish to raise your complaint with the OAIC.
The OAIC is an independent government agency with primary functions that relate to privacy, freedom of information and government information policy. The OAIC’s responsibilities include conducting investigations, reviewing decisions, handling complaints, and providing guidance and advice. The OAIC will act as an impartial third party when addressing your complaint. The OAIC will investigate your complaint, and where appropriate, make a determination about your complaint, provided it is covered by the Privacy Act 1988 (Cth).
The contact details for the OAIC are:
Website: www.oaic.gov.au
Email: enquiries@oaic.gov.au
Phone: 1300 363 992
Mail: Office of the Australian Information Commissioner
GPO Box 5218 Sydney NSW 2001
Call us on 133 578 or go to our website for more information on our complaint and dispute resolution process or how to contact us: https://www.lsvcarinsurance.com.au
Need help or more information?
If you have any concerns about the information we hold, would like to view your file, make a complaint, or would like more information about the privacy of your personal information please contact IAL:
Lumley Special Vehicles
PO Box 16042
Collins St West
Victoria 8007
Telephone: 133 578