Mortgage Protection Insurance QBE Insurance (Australia) Limited

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1 Mortgage Protection Insurance QBE Insurance (Australia) Limited Supplementary Product Disclosure Statement

2 2 Mortgage Protection Insurance Supplementary Product Disclosure Statement This Supplementary Product Disclosure Statement (SPDS) is dated 18 March 2016 and supplements each of the Product Disclosure Statements (PDS) listed below. This SPDS replaces QM and is to be read together with the PDS and Policy Document, Policy Schedule and any other SPDSs issued for the products listed below. PRODUCT NAME QBE Mortgage Protection Insurance WAW Mortgage Protection Insurance BDCU Mortgage Protection Insurance SGE Credit Union Mortgage Protection Insurance Queensland Police Credit Union Mortgage Protection Insurance Sutherland Credit Union Mortgage Protection Insurance South West Credit Mortgage Protection Insurance DATE OF PDS OnePath Life Limited (OnePath Life) ABN AFSL and QBE Insurance (Australia) Limited (QBE) ABN AFSL are the joint issuers of this SPDS and take full responsibility for it. The purpose of this SPDS is to make the following changes to the PDS: 1. Delete QBE's address wherever it appears 2. Replace the duty of disclosure 3. Replace the Privacy statement for QBE 4. Replace the Privacy statement for OnePath Life 5. Update the General Insurance Code of Practice 6. Replace the Dispute Resolution section 7. Include Sanctions wording for OnePath Life 8. Include the 'Sanction limitation and exclusion' clause for QBE 1. Delete QBE's address QBE's previous address of '82 Pitt Street, Sydney' is deleted from wherever it appears in the PDS. 2. Replace the duty of disclosure with: Your duty of disclosure Before you enter into an eligible contract of insurance with us, you have a duty of disclosure under the Insurance Contracts Act 1984 (Cth). We may ask you questions that are relevant to our decision to insure you and on what terms. If we do, you must tell us anything that you know and that a reasonable person in the circumstances would include in their answer. You have this duty until we agree to insure you. If you do not tell us something If you do not tell us anything you are required to, we may cancel your contract or reduce the amount we will pay you if you make a claim, or both. If your failure to tell us is fraudulent, we may refuse to pay a claim and treat the contract as if it never existed. 3. Replace the Privacy statement for QBE with: Privacy Policy This Privacy Policy applies to QBE Insurance (Australia) Limited ABN AFSL , QBE Life (Australia) Limited ABN AFSL , QBE Management Services Pty Limited ABN , Elders Insurance (Underwriting Agency) Pty Limited ABN AFSL , and Trade Credit Underwriting Agency Pty Limited ABN (we, our and us). We re committed to safeguarding your privacy and the confidentiality of your personal information and are bound by the Australian Privacy Principles which are set out in the Privacy Act 1988 (Cth) (the Act).

3 3 Kinds of personal information we collect and hold Personal information we may collect from you includes: Your name, address, date of birth and contact details Details of any property you insure Your financial details, if you take out consumer credit insurance, if your insured property is financed or when you decide to pay us by direct debit Medical and health information, if you take out travel or sickness and accident insurance or if your claim relates to a sickness or an accident Professional qualifications, if they re relevant to the insurance you take out with us Your past employment, qualifications, residency status and proof of identity if you apply to work for us. Sources of personal information We may ask you to provide us with your personal information if you re: Our customer or a beneficiary under one of our customer s policies Involved in a claim as a claimant or as a witness A customer of one of our business partners or insurance intermediaries An entrant in a competition or a participant in a loyalty program or marketing initiative A business partner, where we may contact you to promote our products and services A trainee or person using our online training facilities An applicant for employment, through our recruitment services provider. In most cases we ll collect personal information directly from you. We ll obtain your consent to collect sensitive information, such as information about your health, unless we re required or permitted by law to collect it without your consent. If you re a borrower and your financial institution has required you to pay for lenders mortgage insurance (LMI) you re not our insured, but we collect your information so we can assess the risk of default on your loan. For more information about LMI and your privacy please visit qbelmi.com.au Purposes for collecting, holding, using and disclosing personal information We only collect, hold, use and disclose your personal information in ways you d reasonably expect and where it s reasonably necessary for our business, including: Issuing, administering and managing insurance policies Processing claims and taking recovery action; Working with our business partners and insurance intermediaries Assessing your suitability to work with us Conducting marketing initiatives and promotional activities. We ll request your consent for any other purpose you wouldn t reasonably expect. If you choose not to provide us with your personal information, we may not be able to do business with you. Anonymity and pseudonymity There are some circumstances where you may be able to deal with us anonymously or by using a pseudonym, including where you re only looking for general information about one of our products or services or a quote. How personal information is collected and held We collect your personal information when you contact us, use our online services, enter our promotions, participate in marketing initiatives, deal with our business partners and insurance intermediaries and when you apply to work with us. Your personal information is recorded in our systems, databases and paper records and is held in secure environments. We may use our related bodies corporate, agents and third party suppliers for data storage services, which may be located outside of Australia. Any personal information you provide over the internet is held securely and isn t retained on our web servers. We use service providers and secure online payment facilities so you can pay us by credit card. Your details can t be accessed through the internet after your payment has been processed. When you visit our websites we use common internet technologies, such as cookies, to collect general statistical information and to assist you in using our online services. We don t collect personal information from cookies or use them for marketing purposes. Disclosure to overseas recipients Sometimes we store or disclose your personal information overseas. The locations we send it to include the Philippines, India, Ireland, the UK, the US, China and countries within the European Union. Where your personal information has been disclosed overseas, there s a possibility that the recipient may be required to disclose it under a foreign law. Where this occurs, such disclosure isn t a breach of the Act.

4 4 Who we may disclose your personal information to and why We, or our agents, may disclose your personal information to: Any person authorised by you Our related bodies corporate, including QBE s services company located in the Philippines which provides sales, claims, accounting and administration services Mail houses, records management companies or technology services providers for printing and/or delivery of mail and , including secure storage and management of our records Financiers of any property you insure with us to confirm your policy is current, or when your property is a total loss to confirm they have a current interest Medical practitioners or health care providers to establish your medical status and arrange appropriate treatment and services. In an emergency we may also disclose information to your employer or family members Organisations that provide banking or transactional services to facilitate payments to and from us Financial services providers who arrange your insurance with us Co-insureds to confirm full disclosure has been made to us Other insurers to obtain information about your past insurance history, including to confirm a no claim bonus status, to assess insurance risk or assist with an investigation Our reinsurers Dispute resolution organisations such as the Financial Ombudsman Service Companies that conduct customer surveys on our behalf Insurance reference bureaus to report claims you make with us. We may also disclose your personal information to: Repairers and suppliers to repair or replace your property Investigators and assessors to investigate and assess your claim and matters related to it Lawyers and recovery agents, to defend an action by a third party against you, to recover our costs (including amounts you owe us) or to seek a legal opinion on matters related to products or services you have with us Witnesses, to obtain witness statements Other parties to a claim to obtain statements from them, seek recovery or defend an action. Personal information about you may also be collected from these people and organisations. When you visit our websites When you visit our websites we use common internet technologies, such as cookies, to collect general statistical information and to assist you in using our online services. Cookies are small text files that are placed on your computer when you visit certain webpages. They re widely used in order to make websites work or function more efficiently, as well as to provide information to us. We make use of cookies to enable Google Analytics to collect visitor information so we can better understand how to improve our products and services. In addition to the session cookie, Google Analytics uses other data collection methods such as appending query strings to an image request. We store the data generated by Google Analytics securely, but don t share it with any third parties outside the QBE group of companies. No personal information is collected from cookies nor do we use them for marketing purposes. You can set your browser not to accept cookies, However, you may lose some functionality. For example, if your browser doesn t accept cookies the QBE Group Limited share price won t update for you on our website. For further information about cookies including how to see what cookies have been set and how to manage and delete them, and how to manage your browser settings visit Accessing and seeking correction of your personal information Our aim is to always have accurate, complete, up-to-date and relevant personal information. When you talk to us or if we send you documentation, you should check that the information we hold about you is correct. You can request access to the personal information we hold about you at any time, and ask us to correct any errors. Generally no restrictions or charges will apply.

5 5 Contacting us or making a complaint Please get in touch with us if you have any questions about our policy, if you d like access to your information or if you d like us to correct it. We re also available if there s something you re not happy with, whether it be about our policy or how we ve managed your information. Customer Care Unit Phone (Office Hours Mon-Fri: 9:00-17:00) Calls from mobiles, public telephones or hotel rooms may attract additional charges Post GPO Box 219 PARRAMATTA NSW 2124 Privacy policy date prepared: 4 January 2016 Privacy policy date effective: 4 January Replace the Privacy statement for OnePath Life with: OnePath Life In this section we, us and our refers to OnePath Life Limited and other members of the ANZ Group. You and your refers to policy owners and life insureds. We collect your personal information from you in order to manage and administer our products and services. Without your personal information, we may not be able to process your application or provide you with the products or services you require. We are committed to ensuring the confidentiality and security of your personal information. Our Privacy Policy details how we manage your personal information and is available on request or may be downloaded from onepath.com.au/privacy-policy In order to undertake the management and administration of our products and services, it may be necessary for us to disclose your personal information to certain third parties. Unless you consent to such disclosure we will not be able to consider the information you have provided. Providing your information to others The parties to whom we may routinely disclose your personal information include: an organisation that assists us and/or ANZ to detect and protect against consumer fraud any related company of ANZ which will use the information for the same purposes as ANZ and will act under ANZ s Privacy Policy an organisation that is in an arrangement or alliance with us and/or ANZ to jointly offer products and/or to share information for marketing purposes (and any of its outsourced service providers or agents), to enable them or us and/or ANZ to provide you with products or services and/or to promote a product or service organisations performing administration and compliance functions in relation to the products and services we provide organisations providing medical or other services for the purpose of the assessment of any insurance claim you make with us (such as reinsurers) our solicitors or legal representatives organisations maintaining our information technology systems organisations providing mailing and printing services persons who act on your behalf (such as your agent or financial adviser) the policy owner (where you are a life insured who is not the policy owner) regulatory bodies, government agencies, law enforcement bodies and courts. We will also disclose your personal information in circumstances where we are required by law to do so. Examples of such laws are: The Family Law Act 1975 (Cth) enables certain persons to request information about your interest in a superannuation fund. There are disclosure obligations to third parties under the Anti-Money Laundering and Counter-Terrorism Financing Act 2006 (Cth). Information required by law ANZ may be required by relevant laws to collect certain information from you. Details of these laws and why they require us to collect this information are contained in our Privacy Policy at onepath.com.au/privacy-policy

6 6 Life risk sensitive information For life risk products, where applicable, we may collect health information with your consent. Your health information will only be disclosed to service providers or organisations providing medical or other services for the purpose of underwriting, assessing the application or assessing any claim. Privacy consent We and other members of the ANZ Group may send you information about our financial products and services from time to time. ANZ may also disclose your information to its related companies or alliance partners to enable them or ANZ to tell you about a product or service offered by them or a third party with whom they have an arrangement. If you do not want us, ANZ or our alliance partners to tell you about products or services, phone Customer Service on to withdraw your consent. Where you wish to authorise any other parties to act on your behalf, to receive information and/or undertake transactions please notify us in writing. If you give us or ANZ personal information about someone else, please show them a copy of this document so that they may understand the manner in which their personal information may be used or disclosed by us or ANZ in connection with your dealings with us or ANZ. Privacy Policy Our Privacy Policy contains information about: when we or ANZ may collect information from a third party how you may access and seek correction of the personal information we hold about you and how you can raise concerns that we or ANZ has breached the Privacy Act or an applicable code and how we and/or ANZ will deal with those matters. You can contact us about your information or any other privacy matter as follows: GPO Box 75 Sydney NSW We may charge you a reasonable fee for this. If any of your personal information is incorrect or has changed, please let us know by contacting Customer Services on More information can be found in our Privacy Policy which can be obtained from our website at onepath.com.au/privacy-policy Privacy law changes from 12 March 2014 From 12 March 2014 we and the ANZ Group must provide you with the following information about overseas recipients of personal information. Overseas recipients We or ANZ may disclose information to recipients (including service providers and related companies) which are (1) located outside Australia and/or (2) not established in or do not carry on business in Australia. You can find details about the location of these recipients in ANZ s Privacy Policy and at anz.com/privacy 5. Replace the General Insurance Code of Practice statement with the following: QBE Australia is a signatory to the General Insurance Code of Practice. The Code aims to: Commit us to high standards of service Promote better, more informed relations between us and you Maintain and promote trust and confidence in the general insurance industry Provide fair and effective mechanisms for the resolution of complaints and disputes between us and you Promote continuous improvement of the general insurance industry through education and training.

7 7 6. Replace the Dispute resolution section with the following section titled 'Resolving complaints & disputes': Resolving complaints & disputes At QBE we re committed to providing you with quality products and delivering the highest level of service. We also do everything we can to safeguard your privacy and the confidentiality of your personal information. Something not right? We know sometimes there might be something you re not totally happy about, whether it be about our staff, representatives, products, services or how we ve handled your personal information. Step 1 Talk to us If there s something you d like to talk to us about, or if you d like to make a complaint, speak to one of our staff. When you make your complaint please provide as much information as possible. They re ready to help resolve your issue. You can also contact our Customer Care Unit directly to make your complaint. Our aim is to resolve all complaints within 15 business days. Step 2 Escalate your complaint If we haven't responded to your complaint within 15 days, or if you re not happy with how we ve tried to resolve it, you can ask for your complaint to be escalated for an Internal Dispute Resolution (IDR) review by a Dispute Resolution Specialist. The Dispute Resolution Specialist will provide QBE s final decision within 15 business days of your complaint being escalated, unless they ve requested and you ve agreed to give us more time. Step 3 Still not resolved? If you re not happy with the final decision, or if we ve taken more than 45 days to respond to you from the date you first made your complaint, you can contact the Financial Ombudsman Service Australia (FOS Australia). FOS Australia is an ASIC approved external dispute resolution body. FOS Australia resolves insurance disputes between consumers and insurers, at no cost to you. QBE is bound by FOS Australia's decisions - but you re not. You can contact FOS Australia directly and they ll advise you if your dispute falls within their Terms of Reference. Disputes not covered by the FOS Australia Terms of Reference If your dispute doesn t fall within the FOS Australia Terms of Reference, and you re not satisfied with our decision then you may wish to seek independent legal advice. Privacy complaints If you're not satisfied with our final decision and it relates to your privacy or how we ve handled your personal information, you can contact the Office of the Australian Information Commissioner (OAIC).

8 8 Contacting QBE Customer Care, FOS Australia or the OAIC How to contact QBE Customer Care Phone (Monday to Friday from 9am to 5pm, Sydney time, except on public holidays). Calls from mobiles, public telephones or hotel rooms may attract additional charges. Post to make a complaint. to contact us about privacy or your personal information. to give feedback or pay a compliment. Customer Care, GPO Box 219, PARRAMATTA NSW 2124 How to contact FOS Australia Phone Online (Monday to Friday from 9am to 5pm, Melbourne time, except on public holidays) How to contact the OAIC Phone (Monday to Friday from 9am to 5pm, Sydney time, except on public holidays). Calls from mobiles, public telephones or hotel rooms may attract additional charges. Online 7. Include the following OnePath Life Sanctions wording after the section titled Financial Claims Scheme : We may delay or withhold paying a benefit under this policy where doing so may breach any laws or regulations in Australia including any sanctions regulations. You must provide all information to OnePath Life which OnePath Life reasonably requires in order to manage its money laundering, terrorism-financing or economic and trade sanctions regulations. 8. Include the following QBE Sanctions limitation and exclusion clause after the table in the section titled 'When you are not covered'. You're not insured under any section of this Policy where a claim payment breaches any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of Australia, the European Union, United Kingdom or United States of America.

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