Cover-More Global SIM: Terms of Use

Website Terms of Use

Agreement

These Website Terms of Use, and the related forms and web pages they reference, constitute a legal Agreement between You the end user and United Global SIM Limited and Cover-More (NZ) Limited [1123720](Cover-More). Please note for the purpose of these Website Terms of Use, Cover-More, Global SIM and United Global SIM are interchangeable and a reference to the same entity.
 

Exclusion of Liability and Overall Disclaimer

The information provided on this website (Site) and related communications are provided on an "as is" basis. Subject to the “New Zealand Consumer Law” section below, Cover-More assumes no responsibility for, and makes no representations to you or any other person with respect to the accuracy of the information on this Site.

These Terms and Conditions are effective until terminated by Cover-More.

 

Your Activity

You use this Site at your sole risk. You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on this Site. We reserve the right to deny you access to this Site, or any part of this Site, at any time without notice. If we determine, in our sole discretion, that you have engaged in prohibited activities, were not respectful of other users, or otherwise violated the Terms and Conditions, we may deny you access to this Site on a temporary or permanent basis and any decision to do so is final. Any restrictions imposed on you and all disclaimers and limitations of liability set out in these Terms and Conditions will remain binding on you.
 

Trademarks and Copyright

This Site contains both registered trademarks and trademarks which may be the subject of pending applications or which otherwise are protected at law. Unless otherwise indicated, the trademarks are owned by Cover-More and may have protection under the laws of other countries. You are not permitted to use Cover-More’s trademarks without Cover-More's prior written consent.

The material on this Site is the copyright of Cover-More and is protected by copyright under the laws of New Zealand and other countries. You may (a) save an electronic copy, or print out a copy, of any part of this site for your own information and research; or (b) reproduce and communicate to the public any part of this site in connection with non-commercial use of social media websites, provided that in each case you do not modify the reproduction and you include the copyright. You must not otherwise reproduce, publish, perform in public, communicate to the public or make an adaptation of the Content, except as expressly permitted by statute or with Cover-More's prior written consent.

 

Third Party Sites

The Site may contain hyperlinks to websites operated by third parties (Third Party Sites). Such links are provided for your convenience. Unless otherwise indicated, Cover-More does not control Third Party Sites and is not responsible for their content.

You must indemnify and keep indemnified Cover-More in respect of all loss and expense suffered by you as a result of any use or exploitation by you of any Third Party Website.

 

Limitation of Liability

Subject to the “New Zealand Consumer Law” section below, Cover-More disclaims liability for all warranties or representations express or implied, in relation to products or services, or both, referred to in this Site, or offered for sale on this Site by any Third Party. In particular, subject to the “New Zealand Consumer Law” section below, Cover-More shall not be liable to you for any direct, indirect, incidental, special, consequential or exemplary damages, including, but not limited to, damages for the loss of profits, goodwill, use, data or other intangible losses (even if Cover-More has been advised of such damages or the likelihood of such damages), resulting from use of the Site, content or related services.

Product information in relation to products referred to in this Site has been provided by the respective manufacturers or suppliers of the relevant products. Product information and illustrations is published with the permission of the relevant manufacturer and/or owner of that product.

 

New Zealand Consumer Law 

Nothing in these Terms and Conditions is intended to limit your rights under the Consumer Guarantees Act 1993, Fair Trading Act 1996, or any other rights you may have and which by law cannot be excluded.

 

Applicable Law

This Site (excluding any Third Party Sites) is controlled by Cover-More. By accessing this site, you accept that any disputes about this site or the Content are to be determined by the courts having jurisdiction in New Zealand in accordance with the laws in force in New Zealand (subject to the application of any principle of conflict of laws inconsistent with this requirement).

This Site may be accessed throughout New Zealand and overseas. Cover-More makes no representation that the content of this Site complies with the laws (including intellectual property laws) of any country outside New Zealand. If you access this Site from outside New Zealand, you do so at your own risk and are solely responsible for ensuring compliance with all laws in the place where you are located.

 

Confidentiality

Cover-More does not guarantee that your use of this Site will be confidential. Cover-More is not responsible for any harm that you or any person may suffer as a result of a breach of confidentiality in respect of your use of this Site. Any information that you disclose on this Site:

may be used by Cover-More, its agents and contractors in relation to the provision of Services accessible on this Site, including the marketing of those services.
may not be secure during its transmission over the internet.
Third parties may be able to intercept transmissions which make when using this Site.

Some services which you may access on this Site allow you to receive content personal to you. If you use such a service, information permitting us to identify your handset call number will be transmitted over the internet. This will occur even if you have disabled the "Caller Number Display" on your handset.

 

Privacy

Cover-More is committed to adopting the highest standards to safeguard personal information. Please click here to see our Privacy Policy.

If you are not already a customer of Cover-More but are a user of this website (e.g. as a submitter of user content or to make or evaluate online purchases) Cover-More may in the course of your use of the Site collect personal information about you. In that case you agree that Cover-More may collect, use and disclose that personal information in accordance with Cover-More’s Privacy Policy. Cover-More agrees to only use the email address information which you provide during your use of the Site to send marketing information to you where you have requested such communications.

Security

You may have an account and password. You are responsible for maintaining the confidentiality of your password and account information and are fully responsible for all conduct carried out under this password and account.

Cover-More is not liable for any loss of confidentiality or for any damages arising from your failure to comply with these security measures.

You must promptly report to Cover-More any unauthorised use of your password.

Contacting customer support

You may contact our customer support team through online chat, calling, via email or any other communication means. You understand and agree that any advice provided from our customer support team is general advice and may not apply to you. In particular, you agree that any rates, coverage, charges, device compatibility and usage estimates given to you by any customer support agent should only be taken as general advice and as a guide. You understand that these may be different or can change at any time without notice to you.

 

Communication from us

At the time of requesting our products and services, we will ask you to specify if we can email or text product alerts and special offers to you that we believe may be of interest to you. We respect your right not to receive these communications and if you advise us at any time that you do not wish to receive emails or text messages we will disable that functionality for your account. Each and every one of these communications will contain a clear link to Unsubscribe if they are received in Australia. Please note that it may take up to 48 hours for our mailing list to be updated and we apologise if you receive any further emails from us after unsubscribing.

 

General

  1. You acknowledge that your dealings with Cover-More will always be over the internet. Although Cover-More will endeavour to maintain the security of information, it cannot guarantee that information you receive or supply in your use of the service or your dealings with Cover-More will be secure at all times.
     
  2. You may be able to make purchases of products and services from third parties via the Site or Cover-More. Where these products or services are provided by Cover-More's service providers (Providers), you acknowledge that you are purchasing those goods and services under the terms and conditions set by those Providers. In particular, Cover-More accepts no responsibility for the security or protection of any credit card details you may provide to a Provider when purchasing their products and services, and is not liable to you for any loss or damage you may suffer due to unauthorised use of your credit card details.
     
  3. If you are under the age of 18 years, you should obtain the consent of a parent or legal guardian prior to purchasing any products or services from or via this Site. Information about supervising and controlling children's access to Internet content can be found at www.netsafe.org.nz.
     
  4. You agree that you will not use any Cover-More product or any service provided through or via this Site or by a Provider in a manner that is illegal, fraudulent or anti-social, as deemed by Cover-More. You agree that you will not use Cover-More’s products or services to send messages that are abusive, discriminatory, defamatory, obscene, pornographic or generally in "bad taste".
     
  5. Cover-More may amend or update these Terms of Use from time to time without notice to you. You agree that you will comply with any additional terms and conditions that will be made available to you for the use of this Site or to purchase products or services from Cover-More. Such additional terms and conditions are incorporated by reference into these terms and conditions.
     
  6. You hereby indemnify and hold Cover-More, its officers, agents, content providers, other partners and employees, harmless from any claim or demand made by any third party due to or arising out of your use of this Site, your breach of these terms and conditions or your violation of any rights of a Provider.
     
  7. Cover-More, its officers, agents, content providers, other partners and employees, will not be liable to you or any party for any direct, indirect, consequential, incidental, special loss or other cost arising out of or in connection with these terms and conditions or any products or services supplied to you via this Site or by a Provider.

Products and Services

Terms and Conditions

Your use of Cover-More Global SIM and related products and services (Products and Services) is governed by these Cover-More Global SIM Terms and Conditions, which are a legal agreement between you and [United Global SIM Limited] (UGS), together with any additional terms and conditions stipulated from time to time by any Provider.

  1. Despite the use of the Cover-More brand name, all Products and Services supplied are supplied by UGS or its Provider. Cover-More (NZ) Limited NZCN [1123720] (Cover-More) is not a provider of the Products and Services or responsible for arranging the provision of the Products and Services.
     
  2. Whilst care is taken to ensure that the descriptions of Products and Services on the Cover-More Website are accurate, the Products and Services are regularly changed, upgraded and on occasion removed and subject to clauses 10 and 11 of these Cover-More Global SIM Terms and Conditions, you acknowledge that Cover-More cannot guarantee the accuracy of such descriptions.
     
  3. Subject to clauses 10 and 11 of these Cover-More Global SIM Terms and Conditions, UGS is not liable for any loss or harm which may arise directly or indirectly from any omissions, errors or changes relating to the description of any Products and Services.
     
  4. Products and Services are not warranted to be compatible with every make or type of handset nor every network in any country. Before purchasing and/or using any Product or Service you must ensure that your handset is unlocked and is network compatible for the countries in which you wish to use the Product or Service.
     
  5. Subject to clause 10 of these Cover-More Global SIM Terms and Conditions, UGS makes no warranty that any network will be available at any given time or for any given duration.
     
  6. SMS rates are based on standard SMS messages which are up to 160 characters long. If you send a text that is more than 160 characters, it will be charged per message rate for each block of 160 characters.
     
  7. Subject to clause 10 of these Cover-More Global SIM Terms and Conditions, refunds will not be given nor Products replaced as a result only of:
    (a) a Product not being compatible with a handset or network;
    (b) a network was offline for any period; or that
    (c) quality of service was poor or unacceptable.
     
  8. If you do not use a Service for a period of 90 days, it may expire and the Service may be terminated by UGS and any credit remaining will be forfeited.
  9. The Global SIM may not support data sharing through your device. This is not warranted and is not compatible with all devices.
     
  10. Some Products require user activation. If you have a Product which requires user activation such activation is your responsibility and UGS will not provide a refund or replacement Product in the event that you fail to activate your Product.
     
  11. Except as contemplated by clause 9 of these Cover-More Global SIM Terms and Conditions, nothing in these Cover-More Global SIM Terms and Conditions is intended to limit your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986 or any other rights you may have and which by law cannot be excluded.
     
  12. Subject to clauses 9 and 10 of these Cover-More Global SIM Terms and Conditions, UGS may at any time with or without prior notice:
    (a) restrict, suspend, or terminate your access to or right to use all or any part of the Site or Services if in the reasonable opinion of UGS such restriction, suspension or termination is necessary; or
    (b) establish rules and policies for the use of the Products, Services or Site with which you must comply.
     
  13. UGS is not responsible for any loss arising out of any occurrences or conditions beyond its control, including but not limited to acts of terrorism, act of God, defects in vehicles, war, strikes, theft, delay, cancellation, civil disorder, disaster, Government regulations or changes in itinerary or schedule.
     
  14. These Cover-More Global SIM Terms and Conditions are governed by and will be construed in accordance with the laws of New Zealand.
     
  15. If part or all of any clause of these Cover-More Global SIM Terms and Conditions is illegal, invalid or unenforceable then it will be read down to the extent necessary to ensure that it is not illegal, invalid or unenforceable, but if that is not possible, it will be severed from these Terms and Conditions and the remaining provisions of these Terms and Conditions will continue to have full force and effect.

Premium Phone Number Charges

Premium phone numbers and special phone numbers will incur extra charges on top of the regular call rates for that country. Ensure that you check the number and the charges incurred with special numbers before calling. We will not refund you on any credit used whilst dialling special and/or premium numbers. Charges for premium calls vary between countries from $1 USD to $5 USD per minute.

Delivery

On your request, UGS will organise for the delivery of your order to your designated delivery address. All deliveries are via New Zealand Post.

Faulty or Damaged Products

  1. You must check your item on delivery. By signing for and accepting delivery you are confirming the item is in good condition. Subject to clause 10 of these Cover-More Global SIM Terms and Conditions, UGS can take no responsibility for loss or damage to an item once you have accepted delivery.
     
  2. If your item arrives in a faulty or damaged condition then prior to returning please email us to obtain a Returns Authorisation Number by using one of our contact email addresses.
     
  3. If the item is faulty or damaged, then we will exchange it at no cost to you.
     
  4. You must return the faulty / damaged item in its original envelope and any packaging in order for a claim to be made. If faulty, please include a letter describing the fault.
     
  5. Subject to clause 10 of these Cover-More Global SIM Terms and Conditions, faulty / damaged products must be returned within 14 days of receipt to qualify for a refund.
     
  6. All refunds will be made directly to the payee.
     
  7. If a manufacturer warranty is applicable to the Product, you then must deal with the manufacturer directly.

Wrong Product

  1. If you have been sent the wrong item, please contact us as soon as possible to arrange for the item to be exchanged.
     
  2. Subject to clause 10 of these Cover-More Global SIM Terms and Conditions, incorrect goods must be reported within 7 days from the date of receipt to qualify for exchange.
     
  3. Please note that Incorrect Goods do not include Products purchased which are not compatible with a particular handset or network.

Cancellation

  1. If you wish to cancel your order prior to Products being dispatched, you will receive a full refund.
     
  2. If the Products have been dispatched but not yet delivered then you will be refunded in full less any shipping costs incurred by UGS upon its safe return.

Refund Policy

LOST OR STOLEN SIMS
No refunds will be provided for the balance remaining on lost or stolen SIMs. If you have lost or your SIM has been stolen, please contact support immediately and we will disable your SIM and send you a replacement SIM with the remaining balance transferred. A freight and postage fee may apply for the shipment of replacement SIM cards.

EXPIRED SIMS
If your SIM has expired, you are not eligible for any refunds on your remaining balance and on the cost of your SIM. You must lodge any refund requests prior to your SIM expiry. We will not refund any credit on SIMs that have expired.

DAMAGED SIM

If service is deemed unusable due to a damaged SIM or technical issue and the credit is unused, a full refund of the balance applied by the customer will be issued. Alternatively, if the customer has used the service and the balance has been debited as a result, the remaining funds will be credited.

INCORRECT SIM SIZE DELIVERED

If credit is unused, a full refund of the credit applied by the customer will be issued. Alternatively, if the customer has used the service and the balance has been debited as a result, the remaining funds will be credited.

USER ERROR

No refunds are issued for credit remaining as a result of user error, such as incorrect dialling format.

A top up has been made within 2 days upon your return

A refund request for the remaining credit can be placed. This will be investigated on a case by case basis. If approved, a $5 processing fee will apply.

NETWORK LOCKED DEVICES

No refunds are issued for credit remaining if the SIM does not work because the handset you were using is locked to a network. As a customer you have stated three times that your device is network unlocked prior to adding credit to the account for the first time.

NETWORK INCOMPATIBLE DEVICES

No refunds are issued for credit remaining if the SIM does not work because the handset you were using is incompatible. As a customer you need to ensure the handset you are using is compatible with the networks in the country you are travelling to.

UNUSED CREDIT

No refunds are issued for any remaining credit that you have on your account that is unused.

OTHER REASON

If you have requested a refund due to other reasons, you have the right for your request to be investigated. The maximum credit you can apply for a refund request must be equal or less than the amount you have added. No refunds will be issued due to charges from alternate phones, hotel phones or other charges that are not directly linked to your United Global SIM account.

We will investigate your refund request on a case by case basis. If your refund is approved, a $5.00 processing fee may apply.

Goodwill

Global SIM will only provide refunds as gesture of Goodwill only.

Top-up Terms and Conditions

General

  1. Top Up is a recurring payment method that enables you to manually recharge your prepaid Cover-More Global SIM account (Service) by an amount that you request.
     
  2. Top Up is governed by these Terms and Conditions which are a legal agreement between you and United Global SIM Limited (UGS). Despite the use of the Cover-More brand, [1123720] (Cover-More) is not the provider of the Top Up service or responsible for arranging the Top Up service to be provided.
     
  3. Please read these Terms carefully. You should understand that by completing the registration process you agree to be bound by these Terms.
     
  4. UGS reserves the right to amend or vary these Terms and Conditions or to withdraw the Top Up payment method at any time on reasonable notice.
     
  5. To top up your Service with a credit card, UGS may require you to register your credit card details at www.covermore.com/sim and to provide proof of identity as required by law. UGS may place a maximum or minimum credit limit on each transaction or on your Service.

Terms and Conditions

  1. UGS will send you an email within 24 hours of taking a payment from your account following a Top Up. UGS is not able to process payments from cards not issued by New Zealand banks.
     
  2. Subject to paragraph E above, you may elect to automatically top up your Service on a specific day each month or when your Service reaches a certain credit balance. You must ensure you have sufficient credit on your Service to cover usage for 72 hours in case the automatic Top Up is delayed. UGS is not liable to you for any delay in your Service being automatically recharged or if for technical reasons the Top Up does not take place.
     
  3. You can change the credit/debit card that is debited by contacting UGS customer services on 0800 442 015 (for calls from New Zealand) or +64 9 887 7599 (for calls made from other countries). If your credit or debit card details change at any time, you must notify UGS immediately. If you do not do this, payments to your pre-paid account will fail and your balance will not be topped up. Please note that changes will take at least 24 hours to process.
     
  4. By completing the Top Up registration process you confirm that the credit/debit card being used is yours. Your credit/debit card will be subject to validation checks and authorisation by your card issuer. Your details will be passed to third parties for the purposes of carrying out these checks and reporting any fraudulent activity. UGS will send you an SMS if your card issuer refuses to authorise a payment. UGS is not responsible for your card issuer charging you as a result of it processing your credit/debit card payment.
     
  5. UGS and its agents will use the information that you have supplied for the Top Up service to process the payments that you have authorised, including carrying out the authorisation and validation processes set out above.
     
  6. UGS is entitled to suspend or terminate your Top Up registration at any time for any reason and will give you reasonable notice of this where possible.
     
  7. In the event that you lose your phone or have it stolen, you must contact ULG customer services on 0800 442 015 (for calls from New Zealand) or +64 9 887 7599 (for calls made from other countries) to report this and to disable Top Up. Once you have your new phone / replacement you will need to re-activate your Top Up by calling UGS customer services on [0800 442 015 (for calls from New Zealand) or +64 9 887 7599 for calls made from other countries).
     
  8. Service is subject to the Cover-More Global SIM Terms and Conditions, a copy of which can be found on the Cover-More web site at www.covermore.com/sim Where there is any inconsistency between these Top Up Terms and Conditions, and the Cover-More Global SIM Terms and Conditions, the latter will prevail.


Cover-More Privacy Policy

This Privacy Statement has been prepared by the following companies in the Cover-More Group and United Global SIM Limited (Cover-More or Us):
  • Cover-More (NZ) Limited
  • United Global SIM Limited

Cover-More is committed to protecting your privacy as required under the Privacy Act 1993. This privacy statement describes how Cover-More collects, uses and discloses your Personal Information.

This Statement also confirms Cover-More’s obligations under the Privacy Act 1993 (including the Information Privacy Principles (IPPs). Our aim is to ensure we both support and comply with these principles. Further information on privacy in New Zealand and the IPPs may be obtained by visiting the website of the Office of the Privacy Commissioner at http://www.privacy.org.nz

As a financial services organisation we are subject to certain legislative and regulatory requirements which require us to obtain Personal Information about you. Personal Information will be treated as confidential information.

Personal Information

Why do we collect personal information?

Cover-More is required to collect your Personal Information to provide you with insurance products, medical assistance and care, and ancillary telecommunication services and products. Cover-More does not trade, rent or sell information to third parties, nor uses your Personal Information for any reason other than its intended use. We will only collect necessary Personal Information. If you choose not to provide the information we request, we may not be able to provide you with the products and/or services you are seeking. 
 

What personal information do we collect?

We may collect information which identifies you personally (“Personal Information”) such as your name, date of birth, gender, physical address, email address, telephone number, bank account and credit card details, driver’s licence number, phone account details and employment history. We may also collect sensitive Personal Information about you from time to time with your consent, depending on the products and services you are seeking from us. This information may include information about a disability, or medical condition that you have, or health information in general.
 

Collection of Other Information

Cover-More may also collect non-personally identifiable information such as the type of browser, or operating system you use, your domain name, IP address, access times, referring website addresses and pageviews. Our Internet Service Provider (“ISP”) automatically identifies your computer by its IP address. When you visit pages on our website, our ISP may log your IP address. We do not link IP addresses to any personally identifiable information. Your IP address is used to gather broad demographic information only. A User Transaction ID is created each time you enter our website. This ID is used to keep track of your dealings with us, and other requests.
 

How do we Collect Personal Information?

We collect Personal Information in a number of ways, including:
  • When you complete a Cover-More application for insurance, Global SIM account activation, service enquiry form, or similar document;
  • From Cover-More’s partners, associates or other companies in the Cover-More group;
  • From third party companies like medical service providers (such as hospitals and doctors) credit reporting agencies, law enforcement agencies and other government entities;
  • From publicly available sources of information like market research providers;
  • When you visit our website, Facebook page and other pages that we own and manage;
  • During telephone calls made when you contact Cover-More. These calls may be recorded for training, quality and business purposes; and
  • Information about your usage of the Global SIM card (including location-based information);

We may also collect information by other means and will take all reasonable steps to inform you if and when we do.

How is your Personal Information used?

We will only use your information for the purposes you would reasonably expect. The Personal Information we collect may be used for a number of purposes related to providing you with the products and services you are seeking, including:

  • Arranging and managing your travel insurance with us;
  • Evaluating, managing and processing an insurance claim;
  • Evaluating the emergency care and assistance you require and other customer care activities;
  • Processing orders or applications to become a customer for our ancillary products and services;
  • Carrying out credit checks and credit reporting;
  • Generating bills, managing your account and carrying out debt-recovery functions;
  • Dealing with enquiries or complaints;
  • Carrying out market analysis and product analysis and development;
  • Enhancing our services for our website visitors;
  • Contacting you about our products and services and those offered under other brands that our associates, partners, providers or group owns – which may include marketing these products to you;
  • Conducting internal investigations in relation to crime and fraud prevention, detection or prosecution;
  • Training our staff; and
  • For any other purposes that would be reasonably expected.

For other purposes, Cover-More will obtain your consent to use your Personal Information. Cover-More will not use or disclose any of your Personal Information except as described in this Privacy Statement or where we are authorised or required by law.
 

To whom do we provide your Personal Information?

United Global SIM may disclose your Personal Information both within and outside Australia to:
• Emergency assistance providers, health professionals, travel service providers, repairers and suppliers to respond to medical and other events covered by your insurance policy;
• Family members in the event of medical emergency;
• Customer survey businesses, so we may measure and improve our services;
• The co-insured on any insurance policy, so we may confirm details of the insurance;
• Assessors, investigators, witnesses, medical practitioners and professional advisers to investigate or assess any insurance claim you may make to us;
• Record management and storage businesses, so we may retain records necessary for our business purposes;
• Trusted partners to perform statistical analysis;
• Credit providers or credit reporting agencies for the purposes permitted under the Privacy Act and credit reporting legislation;
• Our service and content providers, dealers and agents, contractors and advisers;
• Our professional advisors including lawyers, accountants, tax advisors and auditors;
• Debt collection agencies and other parties that assist with debt-recovery functions;
• Law enforcement bodies to assist in their functions, Courts of Law or as otherwise required or authorised by law;
• Regulatory or government bodies for the purposes of resolving customer complaints or disputes both internally and externally or to comply with any investigation by one of those bodies;
• Other telecommunications services providers for the purpose of mobile number portability issues; and
• Any other person or for any other purposes that would be reasonably expected.

We are required by law to disclose certain Personal Information about our Global Sim customers (including their name, address and telephone number) to the operator of the Integrated Public Number Database (IPND).

Personal Information in the IPND is used to assist emergency services and safeguard national security. If you consent, information from the IPND may also be published in public directories or used by directory assistance.

How to Opt-Out of Marketing Materials

From time to time, Cover-More may use your Personal Information to send you information regarding our various products, services and any offers which we may be promoting or special announcements which we think may be of interest to you. These communications are typically made via email, telephone, SMS, or post.

If you would rather not receive communications about our products and services, you can opt out by contacting us at enquiries@covermore.co.nzor by calling 0800 422 015. For Cover-More Global SIM, just contact*500# from your Cover-More Global SIM or +64 9 887 7599 from any other phone.

If you receive the unwanted communication via email, you can select the “opt out” option at the bottom of the email and follow any prompts to remove your name from the mailing list. Please note we will still need to send you essential information about your insurance, your account, and/or changes to your service or plan.

To Whom Do We Provide Your Personal Infomation?

Cover-More may disclose your Personal Information both within and outside New Zealand to:

  • Emergency assistance providers, health professionals, travel service providers, repairers and suppliers to respond to medical and other events covered by your insurance policy;
  • Family members in the event of medical emergency;
  • Customer survey businesses, so we may measure and improve our services;
  • The co-insured on any insurance policy, so we may confirm details of the insurance;
  • Assessors, investigators, witnesses, medical practitioners and professional advisers to investigate or assess any insurance claim you may make to us;
  • Record management and storage businesses, so we may retain records necessary for our business purposes;
  • Trusted partners to perform statistical analysis;
  • Credit providers or credit reporting agencies for the purposes permitted under the Privacy Act and credit reporting legislation;
  • Our service and content providers, dealers and agents, contractors and advisers;
  • Our professional advisors including lawyers, accountants, tax advisors and auditors;
  • Debt collection agencies and other parties that assist with debt-recovery functions;
  • Law enforcement bodies to assist in their functions, Courts of Law or as otherwise required or authorised by law;
  • Regulatory or government bodies for the purposes of resolving customer complaints or disputes both internally and externally or to comply with any investigation by one of those bodies;
  • Other telecommunications services providers for the purpose of mobile number portability issues; and
  • Any other person or for any other purposes that would be reasonably expected.
     

Keeping your Personal Information up to date

We are obliged by the IPPs to take reasonable measures to ensure that the Personal Information we hold is accurate, complete and up-to-date. However, the accuracy of your information is largely dependent on what you provide to us. To ensure that we have your most current and accurate Personal Information, please contact us when your information changes (e.g. if you change your name or move house).

If you think your Personal Information may be inaccurate, incomplete or out of date, you can request it to be updated, or update it yourself by logging in to your account.
 

Data security

The security of your Personal Information is given a high priority. We take all reasonable steps to securely store your Personal Information so that it is protected from unauthorised use, access, modification or disclosure. This includes both physical and electronic security measures.

It is a legal requirement that, in some circumstances, we keep records of your Personal Information for a period of 7 years. If this is required, we will maintain this Personal Information on or off site in a secure manner for 7 years. After this, your Personal Information will be destroyed or de-identified.

All such third parties are prohibited from using your Personal Information except to provide these services and they are required to maintain the confidentiality of your information.

If we propose to sell the business, we may disclose your Personal Information to potential purchasers for their due diligence investigations. Disclosure will be made in confidence and it will be a condition of that arrangement that no Personal Information will be used or disclosed by them.
 

Data transmission

Cover-More has security measures in place to provide protection against the loss, misuse and alteration of your Personal Information. Unfortunately, no data transmission over the Internet can be guaranteed to be 100% secure. As a result, while we strive to protect your Personal Information, Cover-More cannot warrant or ensure the security of any information you transmit to us, and you do so at your own risk.

When you give Personal Information to Cover-More, that information may be sent electronically to servers outside of the country where you originally entered that information. In addition, the information may be used, stored and processed outside of the country where you entered that information.
 

Protecting your Global SIM account from unauthorised access

Anyone who knows your account PIN or online username and password can access your account. You must keep your PIN, username and password secure and only share these details with people you authorise to access and manage your Cover-More account. Cover-More accepts no responsibility for information disclosed to parties who know your PIN, username or password.

You are solely responsible for maintaining the secrecy of passwords which may be issued to you and/or any account information. Please be careful and responsible in all of your online dealings.
 

Accessing your Personal Information

You can request access to your Personal Information in most cases without restriction or charge. If charges are applicable for providing access we will disclose these charges to you prior to providing you with the information. We will provide you with access to your Personal Information unless we are legally authorised to refuse your request which we will explain in writing. To request your Personal Information, please contact us at the address below. Access to the requested information may include providing you with copies, providing you with the opportunity for inspection or providing you with a summary.

Other Information We Collect

Cookies

A cookie is a small data file that certain websites write to your hard drive when you visit them. A cookie file can contain information such as a user ID that the site uses to track the pages you've visited. But the only Personal Information a cookie can contain is information you supply yourself.

Generally, cookies work by assigning a unique number to the user that has no meaning outside the assigning site. A cookie cannot read data off your hard disk or read cookie files created by other sites. This random number lets us keep track of "how many" times customers are doing specific things - like visiting our site each month - without really knowing who those customers are. We also use cookies to keep track of the purchase and activation paths and to make sure you don't see the same ad repeatedly. We use cookies to deliver content specific to your interests and to save your member ID.

After you have entered your contact and delivery details during a session on our service, you can elect to save that information so you don't have to re-enter it on your return to the site. If you do not want this information to be saved, you must indicate "DO NOT SAVE DETAILS" when prompted. Users should be aware that Cover-More cannot control the use of cookies or the resulting information by advertisers or third parties hosting data for Cover-More.

The use of cookies is an industry standard and many websites use them to provide useful features for you. Cookies do not personally identify you, only your computer. If you do not want information collected through the use of cookies, there is a simple procedure in most browsers that allows you to deny or accept the cookie feature; however, users should note that cookies may be necessary to provide the user with certain features (e.g., customized delivery of information) available on the site.


Reporting a Breach of your Privacy

If you believe your privacy has been compromised, contact us in writing. You can email us at: enquiries@covermore.co.nz or write to us at: Cover-More Travel Insurance, PO Box 105 203 Auckland City Post Shop, Auckland 1143.

If the breach relates to Cover-More Global SIM you can email us at: sim@covermore.co.nz or write to us at: Cover-More Global SIM, PO Box 105-203 Auckland City Post Shop, Auckland 1143.

A member of our Privacy team will contact you within 10 business days.

You may also lodge complaints around privacy breaches with the Office of the Privacy Commissioner by calling them on 0800 442 015 or by emailing them at: enquiries@privacy.org.nz
 

Contact Us

For any other questions regarding privacy, please contact our customer service team on 0800 442 015 or for Cover-More Global SIM you can dial*500#from your Cover-More mobile or +64 9 887 7599 from any phone

Changes to this Privacy Statement

This Privacy Statement was prepared in November 2013. We may amend this Privacy Statement from time to time by posting the amended version on our website. We suggest that you visit our website regularly to keep up to date with any changes.

Spam Policy

What is Spam?

Spam is the common term for unsolicited electronic messages. In other words one or more unwanted commercial electronic messages that does not include accurate sender information or does not include a functional unsubscribe facility.

The Unsolicited Electronic Messages Act 2007 (the Act) makes it an offence to send unsolicited commercial electronic messages (“Spam”). Electronic messages include the following:

Emails
Mobile phone text messages (SMS)
Multimedia messages (MMS)
Instant messages (IM)


What penalties apply to those who send spam?

Businesses and individuals in breach of the Act may be subject to financial penalties of up to $200,000. If you use your Cover-More service to send or assist in the sending of Spam you may have your service suspended and/or account terminated as well as face penalties under the Act.

Spam Enquiries

For any other questions regarding Spam and critical Spam issues including denial of service attacks, please contact us by:

Calling Customer Care on *500# from your Cover-More Global SIM or 0800 442 015 from any phone in New Zealand or +64 9 887 7599 from overseas.

Reporting Spam received from a Cover-More source

For complaints regarding spam and critical spam issues including Spam being received from a Cover-More source, please contact us by:

Calling Customer Care on *500# from your Cover-More Global SIM or 0800 442 015 from any phone in New Zealand or +64 9 887 7599 from overseas;

You can view our http://www.covermore.com.au/guide-to-lodging-a-complaint for more information about the complaints process. We will acknowledge the receipt of your Spam complaint.