Telemarketing Information

How did you get my number?
 
InsuranceLine currently engages a number of external entities, referred to as third party providers, who contact prospective customers on behalf of InsuranceLine. Our third party providers purchase databases with names and numbers of prospective customers who they contact to introduce to InsuranceLine. If the prospective customer is interested in receiving further information about InsuranceLine products the third party representative will then arrange for the prospective customer’s details to be sent to InsuranceLine. An InsuranceLine Representative will then contact the prospective customer to discuss our products at this point.  If the prospective customer is not interested in receiving further calls their number is immediately added to the Do Not Call register for the third party provider. 
 
Prior to contacting any prospective customers, InsuranceLine and our third party providers filter all records against the Government Do Not Call Register.  If a number is listed on the government DNCR, InsuranceLine and our third party providers will not contact the number, unless a customer has specifically contacted InsuranceLine requesting a call back.
 
You can register your details on the government DNCR here:  https://www.donotcall.gov.au/
 
When completing online forms and surveys it is possible that you might tick a box to allow contact from the business or entity you are completing the form or survey for. Sometimes businesses sell these contact lists. It is always worth taking a minute to read the fine print to ensure you are not ticking ‘yes’ to allow unwanted contact from an entity.
 
Additionally, if you have requested a quote via InsuranceLine’s website, your details will be entered into InsuranceLine’s systems and scheduled for a call back in response to the enquiry that you have made.  If our calls come at a time that is inconvenient to you, please advise the representative who can then arrange a more suitable time with you for a call back. 
 
Do Not Call requests can take up to 48 hours to take effect. Please allow this time and we apologise for any inconvenience caused if any further calls are made to you within this time frame. 
 
If you are an existing InsuranceLine customer, we may contact you from time to time to discuss your policy or to discuss new products or changes to existing products. If you do not wish to receive these calls please advise the representative that you do not wish to be contacted to discuss marketing materials or changes to our products.
 
 

Who is calling me?
 
InsuranceLine will never contact you from a private number. InsuranceLine and our third party providers adhere to the ‘telemarketing and research calls industry standard’ which establishes a minimum standard in four areas: 
•         Restricting the calling hours/days for making telemarketing and research calls
•         Requiring provision of specific information by the caller
•         Providing for the termination of calls
•         Requiring callers to enable calling line identification
 
InsuranceLine’s hours are between 8am and 8pm Monday to Friday. InsuranceLine and our third party providers do not make calls to customers or prospective customers outside these hours.  Further, InsuranceLine and our third party providers do not restrict or hide our calling numbers at any time when calling customers or prospective customers.
 
InsuranceLine does have industry competitors, and unfortunately scammers also exist who attempt to contact people impersonating entities in an effort to gain a person’s personal and private information. These entities have no affiliation with InsuranceLine whatsoever. If you are not sure who you are speaking to, we suggest asking to speak to a supervisor.
 
 

How do I opt out of receiving marketing calls?

You have multiple options for opting out of receiving marketing calls from InsuranceLine and our third party providers.  If you are on the phone with us, just let us know that you’d like to be removed from our database. The team will remove you and contact out Third Party Providers to ensure you’re removed from their lists also. 

Alternatively, you can log a complaint online via InsuranceLine’s website at www.insuranceline.com.au, send an email via InsuranceLine’s onlinequestions@insuranceline.com.au address, fax your request to 1800 730 099, or contact InsuranceLine’s Customer Care department by telephone on 1300 880 750. 

Once InsuranceLine receives a request from a customer to opt out of receiving marketing calls or materials, your number will be added to our opt out list and removed from all outbound diallers.  Your details will then be forwarded to each of InsuranceLine’s third party providers with a request to remove your number from their respective outbound diallers and add your number to their opt out list. Your request is only finalised once InsuranceLine receives confirmation from each of our third party providers that this has been done. 

Should you require any further clarification or information regarding these processes, please contact us via any of the channels listed above.