We’re committed to protecting the privacy of your personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs). This Privacy Policy explains how we collect, hold, use and disclose personal information, how you may access and correct it, and how you may make a privacy complaint.
Please click on the following links for the privacy policies relating to specific products:
NEOS Protection Encompass Protection Futura Protection
Within this Privacy Policy, “we”, “our” and “us” means the NEOS Group of companies, which are:
- NEOS Group Holdings Pty Ltd ABN 59 680 342 910
- NEOS Group Australia Pty Ltd ABN 99 686 071 410
- NEOS, a registered business name of Australian Life Development ABN 96 617 129 914 AFSL 502759
- NEOS Direct, a registered business name of NDLI Pty Limited ABN 70 665 747 277 AFSL 547119
- NEOS Services Pty Limited ABN 42 664 211 241
- NEOS Admin Pty Ltd ABN 91 674 372 171
- Nahla Solutions Pty Ltd ABN 55 664 595 331.
The entity within the NEOS Group that collects, holds, uses and discloses your personal information will depend on the product or service we provide. Generally, this is NEOS in respect of advised products and NEOS Direct in respect of non-advised products.
Collecting your personal information
We collect, hold, use and disclose your personal information in accordance with the Privacy Act 1988 (Cth), including the APPs, and where required or permitted by law. By providing your personal information to us, you consent to the collection, holding, use and disclosure of your personal information in accordance with this Privacy Policy. You can withdraw your consent at any time by contacting us, but please note that without such consent, we may be unable to provide you with the products we administer or our services.
We collect, hold, use and disclose personal information where reasonably necessary for our functions or activities. These functions and activities are conducted on behalf of our partners (the insurers and trustees) for the product or service you have applied for or which we have provided to you, including:
- establishing your identity
- underwriting and assessing an application for an insurer’s product
- administering insurance plans including sending of renewal notices, statements and other information
- assisting the insurer or trustees with claims management
- providing information and services to assist financial advisers who work with us, on advised products
- providing assistance and services to you during the quote and application process, when approaching us without an adviser for non-advised products
- responding to enquiries and providing information about the products we administer and our services
- developing and improving the products we administer and our services
- complying with our legal obligations such as taking measures to identify and prevent fraud
- co-operating with government, law enforcement agencies and regulators
- for any other permissible purpose identified at the time of collection.
What personal information do we collect?
The kinds of personal information that we may collect and hold can include:
- name and contact details (including address, email and phone number)
- date of birth and gender
- personal information which is required to acquire a product or service through us and as may be needed during the lifecycle of that product or service
- information required to assess or underwrite an application for an insurer’s product or a claim
- information about beneficiaries and nominated representatives, employment and income
- financial details such as your tax file number and bank account details, employment details and income, superannuation fund(s) and other life insurance policy information
- sensitive information (see ‘Sensitive information’ section below).
Where we collect, hold, use or disclose your tax file number, Medicare number or other government related identifiers, we do so where we’re required or authorised by law (for example, under taxation or superannuation laws or the Privacy (TFN) Rules 2015, or where we’re required by a court or tribunal order). We’ll handle government related identifiers in accordance with the Privacy Act 1988 (Cth), including by limiting their collection, holding, use and disclosure to circumstances permitted or required by law.
Sensitive information
We recognise that certain information about you is sensitive. “Sensitive information” is defined in privacy legislation as information about a person’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association or trade union, sexual orientation or practices, criminal record, health, and certain genetic or biometric information.
We collect sensitive information only where reasonably necessary for our functions or activities and with your consent. This is primarily related to your health and medical history, which may include information needed for underwriting, policy administration, claims handling, and compliance with legal obligations.
How we collect your personal information
We generally collect your personal information from you directly when you provide it to us with your authority to use a product or service.
We may also collect your information from other parties that work with us regarding the product or service that you have applied for or which we have provided to you, but only where you have authorised us to do so or where the law permits. We may collect your information from third parties such as advisers, insurers, reinsurers, trustees, employers, doctors, service providers, and government bodies where authorised, reasonably necessary, or otherwise permitted by law.
We may collect information about you because we’re required or authorised by law to collect it. There are laws that affect financial institutions, including company and tax laws, which require us to collect personal information.
As we’re a financial services company, we generally need sufficient information to identify you before we can provide you with the products we administer or our services. However, you can deal with us anonymously or use a pseudonym in limited circumstances, such as to obtain an indicative quote as a potential customer or to obtain general information about the products we administer or our services.
Disclosing your personal information
We may disclose your personal information to other parties, as permitted by law, although only in respect of the product or service you have applied for or which we have provided to you, including to:
- insurance companies and reinsurers
- people authorised to act on your behalf, including your financial advisers
- superannuation trustees and administrators
- service providers who assist us with providing the products we administer and our services including:
- medical practitioners, medical occupational experts and other allied health professionals
- underwriters, claims assessors and investigators
- our lawyers, valuers and contractors
- other financial institutions, such as auditors and accountants
- marketing and distribution companies with whom we work
- dispute resolution bodies
- information technology providers, administration service providers and mailing houses
- government, statutory or regulatory bodies
- law enforcement bodies and tax authorities
- organisations who assist us to review and improve the products we administer, as well as our services and systems.
We will not disclose your personal information to parties not associated with the product or service that you have applied for or which we have provided to you. We will not provide personal information that you provide to us under an application for insurance for one insurer’s product to the insurer of another product administered by us.
Use of Artificial Intelligence (AI)
We may use artificial intelligence (AI) tools to improve the efficiency, quality and speed of our processes in delivering our products and services to you. This may include when:
- assessing, underwriting or processing your application
- administering your policy
- responding to enquiries
- improving our products and services.
Where AI tools use personal information, we ensure compliance with applicable privacy laws and regulatory requirements, including the Privacy Act 1988 (Cth) and the APPs.
We do not rely solely on automated decision making where human oversight is appropriate, having regard to the nature of the decision and its potential impact on the individual. If personal information is used in automated decision making that could reasonably be expected to significantly affect your rights or interests, we’ll describe the kinds of personal information used and the kinds of decisions for which automated decision making is substantially used and ensure a human review is available on request.
Disclosing your personal information outside of Australia
Our core business and our partner companies are primarily located in Australia. However, depending on the product or service you have applied for, or we have provided to you, we may disclose personal information to service providers, technology providers or other partners located outside Australia, including recipients with operations in the United States.
Before we disclose personal information to an overseas recipient, we take such steps as are reasonable in the circumstances to ensure the recipient does not breach the APPs in relation to that information and we remain ultimately responsible for your privacy security.
Accessing and updating your personal information
We take reasonable steps to ensure that the personal information we collect, hold, use and disclose is accurate, up to date and complete and relevant, having regard to the purpose for which it is used or disclosed. You may request access to personal information we hold about you and request correction if you believe it is inaccurate, out-of-date, or incomplete. You have the right to access and update the personal information we hold about you at any time, subject to any legal restrictions or exemptions, by contacting us on the ‘contact us’ details listed below. This includes at application stage, and at the time of any claim or complaint. You can also access any reports we’ve received from independent service providers that we’ve relied upon in assessing your application, claim or complaint.
Before discussing and releasing personal information to you, we need to confirm your identity in order to protect your personal information. To do that, we may ask for appropriate proof of identification or ask you a series of identity questions. We will not charge you for making a request to access or correct your personal information; however in some cases, we may charge you a reasonable fee, such as for photocopying. If you request any of your plan documentation from us, we’ll provide this to you promptly and (if requested) electronically.
Generally, we’ll provide access to and/or correct the information we hold about you unless:
- we consider there is a good reason under the Privacy Act 1988 or other relevant law to refuse your request
- we reasonably determine that your information should be provided directly to your doctor, instead of to you
- the release of the information may be prejudicial to us in relation to a dispute about your insurance cover or your claim, or in relation to a complaint, or
- we reasonably believe the information is commercial-in-confidence.
If we don’t agree with you that the information we hold should be accessed or corrected, and we will not disagree unreasonably, we’ll let you know the type of information withheld and the reasons in writing. We’ll also provide details of our complaints process should you wish to take the matter further.
If there are delays from third parties in obtaining permission to release information to you, which exceed any time frames we’ve given you or under the Life Insurance Code of Practice, we’ll let you know before the end of that time frame.
Storing and protecting your personal information
We take the security of personal information seriously and take steps to protect personal information from loss and from unauthorised access or disclosure. If an eligible data breach occurs, we’ll comply with our obligations under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner (OAIC) where required.
We retain personal information for as long as reasonably necessary for the purposes for which it was collected, and to meet our legal and regulatory obligations.
Usage of cookies on our websites
Cookies are designed to help personalise your experience of our websites and can also help us learn about how people use our website to improve the products we administer and our services. Some of the information we collect on our website, such as your location or activity, IP address and device identifiers, is collected using cookies. You can choose to accept or disable cookies using your computer settings; however, this may impact your personalised experience of our website.
Marketing
We may use your personal information (but not your sensitive information without your consent) to let you know about products and services offered by us. We’ll only do this in accordance with the Privacy Act 1988 (Cth) and other applicable laws.
You may opt out of receiving direct marketing communications from us at any time by using the unsubscribe facility in the communication, or by contacting us using the details below.
Changes to this Privacy Policy
We may change the way we collect, hold, use and disclose your Personal Information at any time, for any permissible reason including changes to our business practices or changes to privacy legislation. If this happens, we’ll update this Privacy Policy and make the updated version available here.
Privacy complaints
If you have a complaint about how we handle personal information we’d like an opportunity to make it right. Please contact us on the details below to share with us your concerns and we’ll work with you to resolve the issue.
Our complaints handling procedure also applies to individuals who wish to raise concerns regarding a potential breach of privacy laws. We’ll acknowledge your privacy complaint as soon as reasonably practicable and aim to respond within 30 days. If we’re unable to resolve your complaint within 30 days, we’ll let you know why and when you can expect a further response.
If you’re not satisfied with the resolution of your complaint, then you can raise your concern with the OAIC at oaic.gov.au/privacy or by calling 1300 363 992.
Contact us
For general inquiries or to obtain copies of records or make a complaint:
Call us: 1300 090 188
Email us: compliance@neosgroup.com
Write to us: Compliance Team (Privacy), NEOS Group, GPO Box 239, Sydney, NSW 2000
Last updated: 4 June 2026