Privacy Policy

Claim Sure – a CLM Advisory Group Company
ABN: 35 689 536 847 | ACN: 689 536 847

Our Commitment to Your Privacy

At Claim Sure, we understand that the personal and health information you share with us is deeply sensitive. We are committed to safeguarding your privacy and handling your information with the utmost care, respect, and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how we collect, use, store, and disclose your personal information, and how you can access or correct your records or make a complaint.

We may occasionally update this policy to reflect changes in legislation or our practices. The most recent version will always be available on our website or can be provided upon request.

Your Consent

When you engage our services, you provide consent for Claim Sure and its staff to collect, use, and disclose your personal information for purposes directly related to the administration and support of your claim. This may include, but is not limited to:

Opening and managing your case file
Coordinating independent medical examinations or telehealth assessments
Referring to or liaising with healthcare professionals and insurers
Preparing reports and clinical documentation
Supporting return-to-work planning
Meeting legal and regulatory obligations
Improving our services and training our staff

If we require your personal information for a purpose not outlined in this policy, we will seek your explicit consent beforehand.

What Information We Collect

To provide high-quality, accurate, and timely claim support, we may collect the following types of information:

Personal Details:

Name, date of birth, contact details, address, and identification documents
Medicare number, DVA number, healthcare identifiers

Health Information:

Medical history, diagnoses, medications, allergies, imaging and pathology reports
Treating practitioner notes and other clinical records
Information related to your compensation or insurance claim

Other Information:

Employment or insurer details relevant to your claim
Communication records (phone, email, SMS, or online interactions)

Your information may be collected via paper forms, electronic systems, medical imaging, audio recordings, or secure file transfers.

How We Collect Your Information

We collect your information in several ways, including:

When you complete registration forms or attend an appointment
Through correspondence with you (calls, emails, SMS, website or social media)
When we receive records or referrals from your healthcare provider, employer, insurer, or legal representative
From other authorised third parties when it is not reasonable or practicable to collect directly from you

Where possible, we will collect information directly from you or your nominated representative.

Anonymity

Where lawful and practical, you may choose to remain anonymous or use a pseudonym. However, full disclosure of your identity may be necessary to provide services, particularly where legal or medical documentation is involved.

Disclosure of Your Information

We only share your personal information when necessary for your care, claim administration, or where required by law. This may include:

Healthcare providers involved in your assessment or treatment
Insurers, compensation schemes, legal representatives, or your employer (with consent)
Regulatory authorities or courts (if legally required)
My Health Record and e-Health systems, when authorised
When there is a serious risk to your safety or the safety of others

We will never sell or rent your personal data to third parties. Your information is only accessible by authorised personnel who require it to perform their duties.

Security of Your Information

We take appropriate steps to protect your personal information from loss, unauthorised access, misuse, or disclosure. This includes:

Secure digital systems with restricted access
Locked storage for paper records
Staff training in privacy compliance
Regular audits and IT security measures

We retain records for a minimum of 7 years, or longer where required by law (e.g. until age 25 for minors; lifetime for Aboriginal and Torres Strait Islander clients).

We comply with the Notifiable Data Breaches Scheme. If a data breach likely to result in serious harm occurs, we will notify you and the OAIC in accordance with the law.

Accessing and Correcting Your Information

You have the right to request access to, or correction of, your personal information. To do so, please contact us in writing using the details provided below. We will respond within 30 days.

In some cases, we may decline access in accordance with the Privacy Act—for example, where access may pose a threat to health or safety, impact another person’s privacy, or relate to legal proceedings. In such cases, we will explain our reasoning and explore alternative solutions.

A reasonable fee may apply for administrative costs involved in processing access requests.

Complaints

If you have concerns about how your personal information has been handled, we encourage you to contact us directly. We take all complaints seriously and will investigate and respond within 30 days.

If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):

Website: www.oaic.gov.au
Phone: 1300 363 992
Email: enquiries@oaic.gov.au

Final Note

At Claim Sure, your privacy is more than just a policy—it’s a promise. We are here to support your journey with transparency, respect, and care.