Privacy notice

How ClaimSnap handles personal information.

About this notice

ClaimSnap is a software service for insurance agencies and their clients. It helps agencies connect confirmed policy information to guided incident and evidence capture. This interim notice describes the current free early-access service. The final commercial privacy policy will identify the operating legal entity and publish the completed service-provider, overseas-processing and retention schedules before paid production use.

Information we collect and hold

Depending on how an agency uses ClaimSnap, information may include account and contact details; agency and team details; client records; policy schedules and extracted policy information; incident descriptions; dates and locations; photographs, documents and messages; claim evidence and reports; billing records; and security or audit information. Claim material may contain sensitive information, including health information, identity details or information about other people. Users should only provide information that is relevant and lawful to collect.

How information is collected

Information is provided directly by agency users and clients, uploaded in policy or claim documents, produced when a client completes guided capture, or generated through normal service operation such as authentication, security checks and recorded changes. Agencies may also import client and policy records they are authorised to manage. ClaimSnap also records a limited first-party marketing journey so we can understand whether a visit leads to a walkthrough request or agency activation.

Why we use information

We use information to provide secure accounts and agency workspaces; connect clients, policies and claims; guide evidence capture; check image quality and completeness; prepare editable extracted details and reports; deliver requested emails; support billing; measure which ClaimSnap pages and calls-to-action lead to useful agency adoption; prevent misuse; maintain security; and improve the reliability of the service. AI-assisted output is a suggestion only and must be checked by an authorised person. ClaimSnap does not decide coverage, liability, claim acceptance or payment.

Who information may be shared with

Information is available to the client and agency users authorised for the relevant record. We may use contracted technology providers for hosting, data storage, authentication, email, payment processing and AI-assisted processing. We do not sell personal information. Some providers may process information outside Australia; the final provider and country register is still being completed for broader production use.

Storage, security and retention

Current safeguards include separate agency records, role-based access, private storage, time-limited file links and audit records for important changes and approvals. The first-party marketing journey uses a random tab-session identifier and records only the landing path, source, medium, campaign, selected call-to-action and signup step. That funnel record does not contain names, email addresses, IP addresses, browser fingerprints, free-text form answers or claim information, does not use a persistent tracking cookie and is deleted after 400 days. No internet service can promise absolute security. Claim and policy data is otherwise retained while the relevant agency account remains active and while reasonably needed for the service, security, dispute handling or a legal or contractual record-keeping purpose. Agency owners can approve category-specific review periods and document their basis; terminal claims, expired policies and delivered access-response files are then surfaced for human review, with audited legal holds available. A review date is not authority to delete, and ClaimSnap does not automatically destroy claim material. A formal published category-by-category retention schedule will be completed before paid production use.

Access, correction and complaints

Signed-in clients can use the “Your information” control in their ClaimSnap workspace to ask their insurance agency for access, correction or deletion, or to raise a privacy complaint. The signed-in identity, request date, 30-day operating target and agency response are recorded. For an access request, the agency reviews the material and attaches the final client-ready PDF or ZIP; ClaimSnap does not automatically disclose an unreviewed database export. Once the request is completed, the verified requesting client can download that reviewed response through the signed-in workspace. A deletion request starts a review; it does not automatically erase claim material that may still be required for a claim, dispute, security or legal purpose. The agency must record the basis if it refuses a deletion request because information is still required. For a request about ClaimSnap itself, a complaint, or a copy of this notice in another accessible form, email hello@claimsnap.com.au. We will verify the requester and respond or explain the next step. If a concern cannot be resolved, eligible individuals may contact the Office of the Australian Information Commissioner.

Claim lodgement and emergencies

Uploading information to ClaimSnap does not automatically lodge a claim with an insurer. Follow the instructions from your broker or insurer. ClaimSnap is not an emergency service; call 000 where someone is injured, in danger or immediate assistance is required.