Privacy Statement

We collect information from you in a number of ways when you request or use our products or services. For example, you might provide us with information:

• at application or claim time;
• when you subscribe to any AIA newsletter;
• when you participate in AIA Vitality, surveys, competitions or promotions; or
• when you contact us (over the phone, through email, social media or letter), or visit our website.

We generally record inbound and outbound telephone calls for operational purposes such as complaint handling and reporting, quality assurance, and staff training.

The information we collect from you may include your name and contact details (e.g. email address, phone number and address), social media profile, identifying information (e.g. date of birth, driver’s licence, passport, birth certificate), residency, AIA Vitality membership and other details such as gender and marital status, financial information (e.g. income, superannuation, tax), lifestyle and health/medical information, family and beneficiary information, and insurance claims information.

When you use our website, mobile applications (including AIA Vitality) or contact us through social media, we may collect information about your location or activity including your IP address, telephone number, whether you’ve accessed third party sites and fitness device data. Some of this website information is collected using cookies, which will not personally identify you but do identify your browser. You can set your browser to refuse cookies but this may mean you won’t be able to take full advantage of our website. For further information about cookies, please refer to our Cookie Policy.

We also use systems provided by third parties to monitor search behaviour, measure traffic flows and or help us advertise our products. These systems include Google Analytics, Google Ads, Adobe Experience Cloud and Hotjar.

Information regarding your usage of our website is collected to help us improve and offer the services you need each time you visit and to improve our services generally. We may also use this information to improve our advertising and marketing of related products and services.

Our website may contain links to non-AIA websites. Whilst such links are provided for your convenience, you should be aware that the privacy practices and reliability of the information published on the linked websites might not be the same as ours.

We only collect information from other parties with your consent. You provide your consent when you complete our application and claim forms for our products and services (including AIA Vitality). Please take the time to read these carefully.

We may collect information about you from others such as other members of the AIA Group, service providers, medical professionals, agents, advisers, brokers, other insurers, banks and other financial institutions, credit reporting and fraud prevention agencies, employers (whether current or not) or family members. For example, if you apply for life or income protection insurance, we may collect health and lifestyle information from your general practitioner or another medical professional. We may also collect health information when you make a claim or when you change your policy.

We may also collect information about you that is publicly available or where you have provided third parties with your consent to share information about you with us, for example from public registers or social media.

If you don’t provide us with your personal information when requested, or you withdraw your consent for us to collect personal information from other parties, or you provide us with incomplete information during the course of our relationship with you, we may no longer be able to provide you with certain products or services, such as insurance cover or assessment of your claim.

AIA (and any authorised third parties in accordance with this Privacy Statement, including members of the AIA Group) may collect, use (which includes holding and storing) and disclose your personal information to provide you with insurance related products and services, including to:

• establish your identity and the identity of others specified on a policy;
• assess and respond to your requests, applications or instructions;
• conduct underwriting or for actuarial or reinsurance purposes;
• provide you with quotes and set up your premiums;
• administer and manage our products and services, including AIA Vitality;
• calculate commission payments to advisers;
• assess insurance claims and whether you have met your duty of disclosure at application time;
• manage our relationship and communicate with you, including to tell you about new or existing products or services that we think may be of interest to you (you may opt out of this);
• ensure that the products you have and services you receive are meeting your needs and are improved where necessary;
• assess complaints about the products you use or services you receive;
• cancel, transfer or change your insurance policies or any products you use or services you receive; or
• comply with our legal and ethical obligations, such as sanctions checking or anti-money laundering and countering financing of terrorism laws.

We may also use your personal information to:

• conduct customer analysis and research, to ensure that the products and services we offer are the best they can be;
• price and design our products and services;
• improve customer experience (including on our websites and applications) and train our staff;
• contact you within a reasonable time following the lapse or cancellation of your policy, or where a quote or application is not proceeded with, for marketing or survey purposes;
• conduct special offers or campaigns (you can opt out of this);
• assist with statistical or actuarial research undertaken by AIA, the financial services industry or our regulators;
• data match, or for internal business and administrative purposes;
• investigate or analyse incidents;
• develop and test products, services and systems;
• monitor and protect our brand and our (and our business partners’) lawful interests;
• manage and monitor our risks, including identifying, investigating and preventing any illegal or improper activity; or
• meet our legal obligations.

Please note that you can opt out of some of the uses above.

Improvements in technology enable organisations, like us, to collect and use your personal information to get a more integrated view of customers and provide better products and services. In order to do this, we (or third parties we contract) may conduct ‘data matching’ by combining your information with information available from a wide variety of external sources, including census or Statistics New Zealand data. We (or third parties we contract) are then able to analyse the data in order to gain useful insights which can assist us to meet the purposes set out above. We may also use artificial intelligence (AI) technology to support and enhance some of our business functions and improve our products and services (see 'How we use Artificial Intelligence' below).

We may also collect, use and disclose your personal information for other purposes as permitted by law or where you consent and we take steps in addition to this Privacy Statement to ensure you are aware of the additional purposes.

By providing your email address and/or mobile phone number, you consent to us sending you information connected with the above collection and use purposes via email or text message. We may also send you newsletters or other information we think you may be interested in and which may market and promote our products and services, or the products and services of other parties we think you may be interested in, including, if you are a member of AIA Vitality, products and services of our AIA Vitality partners in accordance with the procedures described under the heading "Collection and Disclosure – AIA Vitality Partners” below. The messages you receive from us will have instructions for how you can remove yourself from our mailing list.

Some uses of your personal information may involve the transfer of that information outside New Zealand, to be held and used by members of the AIA Group, our related companies and business partners (refer below).

AIA, and the AIA Group, will not disclose personal information to third parties except where disclosure is:

• authorised by you (which may include disclosure to service providers, medical professionals, agents, advisers, brokers, other insurers, banks and other financial institutions, credit reporting and fraud prevention agencies, government or law enforcement agencies, employers (whether current or not) or family members);
• to persons acting on your behalf, for example your attorney;
• to other individuals named on a policy, for example, policy owners or a payer;
• to our business partners (including but not limited to AIA Vitality partners in accordance with the procedures described under the heading “Collection and Disclosure – AIA Vitality Partners” below) and partners used in co-branded activities or business initiatives;
• required by our contractors (for the purposes of the services they provide), so that we can complete a transaction on your behalf or provide you with a service that you have requested or otherwise in connection with the operation of AIA's business or provision of services to you;
• to other companies that help gather your information or communicate with you, such as research companies and ratings agencies, in order to enhance the services we provide to you;
• to reinsurers or other insurance companies, banks, parties involved in arrangements that provide funding to us and other financial institutions, for example, so we can process a claim for mistaken payment or transfer a policy;
• to your current employer, former employers, group scheme policy owners, or other individuals or organisations involved in administering a group scheme;
• required by law;
• necessary to prevent a threat to health, security or safety;
• (or was) the purpose of collecting the information;
• necessary to facilitate the sale, disposal, assignment or transfer of AIA or any of its assets or subsidiaries or related companies;
• necessary to market, review or improve our services or facilities or those of our business partners;
• necessary for third parties to offer you products and services that may be of interest to you and to optimise the advertisements on our websites; or
• necessary for a function of AIA, such as for legal or auditing purposes.

In relation to any personal data collected by us whilst providing any services in respect of our mandatory provident fund master trust schemes, such personal data would only be transferred to the above parties for the purpose of providing any mandatory provident fund related services.

Where we provide your personal information to a third party as described above, including to AIA Vitality Company Limited, Discovery Holdings Limited and AIA Vitality partners in accordance with the procedures described under the heading “Collection and Disclosure – AIA Vitality Partners” below, the third party may collect, use and disclose your personal information in accordance with their own privacy policy and terms of use. These may be different to that set out in this document and, if the third party is located outside New Zealand, are likely to be governed by the laws of that jurisdiction, including but not limited to Australia, Hong Kong, South Africa, France and the USA.

We recommend that you carefully read and familiarise yourself with such privacy terms of any third party with whom we are required to share your personal information. You can access the privacy policy of Discovery Holdings Limited at https://www.discovery.co.za/portal/individual/terms-and-conditions. You should contact other third parties directly for copies of their privacy policies. If you would like information about our providers or other third parties applicable to your circumstances, please contact us.

We are always looking for ways we can use technology to improve our products and services, and your customer experience. The capabilities of AI are developing rapidly and we are adopting the use of artificial intelligence (AI) to support and enhance some of our business functions. For example, we may use AI-powered software to help us categorise customer enquiries to ensure they are answered by the right person, and we may use AI-enabled 'chatbots' to speed up our initial responses to queries you have.

Wherever practicable, we will tell you when you are interacting with an AI-powered function.

Usually, AI tools use data input into them to continue learning and improving predictive models.  This means that (in addition to the purposes of use and disclosure set out above) data that includes your personal information submitted to an AI tool (such as emails you send us) may be used and disclosed to train and retrain instances of AI models, to improve services and features, or to develop new features.  However, we will ensure that the tools do not enable the AI developer or any other third party (such as another company that uses the AI tool) to access any of your personal information used to train the AI model.

AIA will take all reasonable steps to protect personal information from misuse, loss and unauthorised access, modification or disclosure. We have a range of physical and technology policies in place to provide a robust security environment. We ensure the on-going adequacy of these measures by regularly reviewing them.

Communications over the internet, such as emails, are not secure, unless they have been encrypted. When we send personal information overseas (as explained above), or use trusted third parties to handle or store personal information, we contractually require our business partners to ensure that appropriate information handling and security arrangements are in place. We may, and we may allow third parties to, monitor our network for security and information assurance purposes.

AIA will take reasonable steps to ensure that personal information held by us is accurate. Any request by an individual to correct personal information held about that individual will be responded to as soon as is practicable following receipt of such a request.

You may obtain confirmation as to whether or not personal information is held about you. You may also request access to, or a copy of, the information and/or request that corrections or changes are made to it. In accordance with our obligations under the Privacy Act, within 20 working days of receiving a request we will a) decide whether the request is to be granted and, if so, in what manner and for what charge (if any); and b) give or post a notice of the decision on the request to you.

AIA will disclose personal information to the relevant individual about whom the information relates where it can be readily retrieved, unless there is good reason (in accordance with the Privacy Act) for not doing so, including where such a disclosure would breach someone else’s rights to privacy and/or the law.

Specifically for our AIA Vitality Members (including former and potential AIA Vitality members), we collect and use your personal information to administer the AIA Vitality Programme. We expect this to include the following examples set out below (without limitation):

• assessing, processing and administering your AIA Vitality membership application, registration, activation and membership;
• communicating with you, anyone acting on your behalf, your financial adviser and/or the policy owner of your policy regarding your AIA Vitality membership;
• providing products, services and benefits related to your AIA Vitality membership;
• collecting results of any health and wellbeing activities, tests and assessments (including to assess results against previous activities, tests and assessments);
• assessing your entitlement to any discounts available to you under insurance products linked to your AIA Vitality membership (or entitlement thereto);
• sending you marketing communications for non-financial products and services that are outside the AIA Vitality Programme that we think may be of interest to you, such as products and services of our AIA Vitality Partners (you can opt out of this); and
• conducting research, analysis and development relevant to your engagement in the AIA Vitality Programme, products and services offered by us and partners of the AIA Vitality Programme (“AIA Vitality Partners”), facilitating your use of our website and other purposes we notify to you.