Skip to main content

Privacy policy

  1. Introduction

Your privacy is important to us. This Privacy Policy explains how we collect, hold, use and disclose your personal information in connection with our discretionary vehicle protection products and services.

In this Privacy Policy, “Najmaa”, “we”, “our” or “us” refers to:

  • Najmaa Mutual Limited (ABN 39 686 285 450), the issuer of the discretionary mutual product;
  • Najmaa Group Pty Ltd (ABN 47 616 855 504), the holder of an Australian Financial Services Licence (AFSL), which provides financial services including general financial product advice and arranging protection; and
  • Najmaa Management Services Australia Pty Ltd (ABN 40 678 802 232), which provides administrative, operational and technology services, including operating our systems and platforms.

We are committed to protecting your personal information and complying with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

By interacting with us, requesting a quote, applying for protection, or making a Claim, you consent to the collection, use, disclosure and handling of your personal information as described in this Privacy Policy.

  1. Who this Privacy Policy applies to

This Privacy Policy applies to anyone who interacts with us or from whom we collect personal information, including when you:

  • request a quote or interact with our website or online platforms;
  • apply for or hold protection;
  • make a Claim (being a request for support) or
  • otherwise deal with us in connection with our products or services.

In this Privacy Policy, a “Claim” refers to a request for support made under our discretionary mutual arrangement and is not an insurance claim.

  1. What is personal information?

Personal information is information, or an opinion, about an identified individual, or an individual who is reasonably identifiable.

  1. What personal information we collect

We collect personal information that is reasonably necessary to provide our products and services or comply with the law. This may include:

  • your name, date of birth and contact details;
  • your address, driver’s licence and identification details;
  • vehicle and membership details;
  • claims history and information relevant to a Claim;
  • payment details;
  • information about your interactions with us;
  • information about your device, browser, IP address and online activity; and
  • any other information you provide to us.

We may also collect personal information about other people (for example, drivers or persons connected to a Claim). You must ensure you have their consent to provide this information and that they are aware of this Privacy Policy.

  1. Sensitive information

We may also collect sensitive information about you. Sensitive information includes information or an opinion about your:

  • health;
  • criminal history;
  • racial or ethnic origin;
  • religious beliefs or affiliation;
  • sexual orientation; and
  • financial hardship or vulnerability.

We will only collect sensitive information where it is reasonably necessary to provide our products and services, including to assess and manage a Claim (request for support), or as otherwise permitted by law.

  1. Why we collect personal information

We collect personal information for the primary purpose of providing our products and services, including:

  • assessing applications for membership and protection;
  • administering your protection;
  • managing and assessing Claims (requests for support);
  • detecting, investigating and preventing fraud or other unlawful activity;
  • performing administrative and operational functions; and
  • complying with legal and regulatory obligations.
  1. How we collect personal information

We collect personal information in a number of ways, including:

  • directly from you when you request a quote, apply for protection, renew your protection, or make a Claim;
  • when you interact with us by phone, email, post or through our website or online platforms;
  • through systems and platforms operated by Najmaa Management Services Australia Pty Ltd;
  • from third parties such as repairers, assessors, investigators, service providers, publicly available sources (including social media and other digital platforms), and other parties involved in administering your protection or a Claim; and
  • through digital technologies such as cookies, pixels and analytics tools.

Information collected online

When you use our website or digital platforms, we may collect information such as:

  • your IP address and device information;
  • browser type and operating system;
  • pages visited and time spent on our website;
  • referring websites or links;
  • location data (where available);
  • your interactions with our content and communications; and
  • information collected through cookies, pixels and similar technologies.

We use these technologies to improve your experience, personalise content, analyse usage and support marketing activities. You can manage cookie settings through your browser.

If we receive personal information that we have not requested and it is not reasonably necessary, we will destroy or de-identify it where lawful to do so.

Call recording and communications

We may record and monitor telephone calls and other communications for training, quality assurance, verification, compliance and dispute resolution purposes.

These recordings may be made and stored by us and by third-party service providers who act on our behalf in delivering our services, including claims administration. These providers are required to handle personal information in accordance with our instructions and applicable privacy laws.

Recordings are stored securely in electronic systems, and access is restricted to authorised personnel. If you do not wish for your call to be recorded, you may contact us through alternative channels where available.

  1. Dealing with us anonymously

Where lawful and practicable, you may interact with us anonymously or using a pseudonym. However, in most cases we need your personal information to provide our products and services.

  1. How we use your personal information

We use your personal information for purposes including:

  • providing quotes and assessing applications for protection;
  • administering your membership and protection;
  • assessing, managing and resolving Claims (requests for support);
  • verifying your identity and detecting, investigating and preventing fraud or other unlawful activity;
  • communicating with you about your protection, Claims or enquiries;
  • managing our business operations and complying with legal obligations;
  • data analytics, research and improving our products, services and customer experience;
  • training, quality assurance and compliance monitoring;
  • establishing, exercising or defending legal rights; and
  • where permitted by law, providing you with information about our products and services, including via email, SMS, phone, social media and online advertising.

You can opt out of receiving non-essential marketing communications at any time.

  1. Who we disclose your personal information to

We may disclose your personal information to:

  • Najmaa Mutual Limited, Najmaa Group Pty Ltd and Najmaa Management Services Australia Pty Ltd;
  • service providers who assist us in operating our business, including claims administrators, IT providers, data hosting providers and technology platforms;
  • repairers, assessors, investigators, legal advisers and recovery agents;
  • other parties involved in a Claim, including witnesses, third parties, or other persons connected with the circumstances of a Claim;
  • law enforcement agencies, regulators and government authorities where required or permitted by law;
  • retakaful providers, captive cells and risk partners;
  • data analytics and marketing service providers; and
  • dispute resolution bodies.

In managing and assessing Claims, we may collect and disclose personal information to various third parties to investigate and validate a Claim. This may include information obtained from or shared with investigators, repairers, witnesses, or other sources such as CCTV footage or other evidence.

We take reasonable steps to ensure that third parties handle your personal information appropriately.

  1. Overseas disclosure

Some of the parties we disclose personal information to may be located outside Australia, including in Bahrain, Malaysia and other countries where our service providers or partners operate.

Where we disclose personal information overseas, we take reasonable steps to ensure it is handled in accordance with the Privacy Act.

  1. Security and storage

We take reasonable steps to protect your personal information from misuse, loss, unauthorised access, modification or disclosure.

Personal information may be stored:

  • in electronic systems and devices;
  • in paper files;
  • in call recordings;
  • and in secure cloud-based systems operated by us or on our behalf.

Call recordings and other personal information are stored securely, and access is restricted to authorised personnel and service providers who require access to perform their functions.

We retain personal information only as long as necessary and will destroy or de-identify it when it is no longer required, unless we are required to retain it by law.

  1. Website links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those websites. We recommend that you review the privacy policies of any third-party websites you visit.

  1. Access and correction

You may request access to or correction of your personal information by contacting us. We will respond within a reasonable period and in accordance with the Privacy Act.

You are responsible for ensuring that the personal information you provide to us is accurate, complete and up to date, and for notifying us of any changes.

  1. Data breaches

If a data breach occurs that is likely to result in serious harm, we will comply with the Notifiable Data Breaches scheme and notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required.

  1. Complaints

If you have a complaint about how we handle your personal information, please contact us using the details below. We will investigate and respond within a reasonable timeframe.

If you are not satisfied, you may contact the OAIC:

  • Phone: 1300 363 992
  • Email: enquiries@oaic.gov.au
  • Post: GPO Box 5218, Sydney NSW 2001
  1. Contact us

If you have any questions or requests regarding this Privacy Policy, please contact us:

Email: support@najmaa.com.au

  1. Changes to this Privacy Policy

We may update this Privacy Policy from time to time. The latest version will be available on our website.

Last updated: May 2026