Comminsure PDS

Car
Insurance
Product Disclosure
Statement (PDS)
5 April 2021
Important information
This document is a Product Disclosure Statement (PDS) and contains important information about the Car Insurance we offer. This PDS
forms part of your policy with us. Please read it carefully and keep it in a safe place.
This PDS and policy are provided by Commonwealth Insurance Limited ABN 96 067 524 216, AFSL 235030 (CIL). CommInsure is a
registered business name of CIL. CIL is a wholly owned non-guaranteed subsidiary of Commonwealth Bank of Australia ABN 48 123 123
124 (Commonwealth Bank) and is the insurer for this product. The Commonwealth Bank and its related entities are jointly referred to in
this document as the Commonwealth Bank Group.
The Commonwealth Bank Group (other than CIL) does not guarantee the obligations or performance of CIL or the products CIL offer.
The information provided in this PDS has been provided in accordance with Australian laws and may not satisfy the laws of other countries.
The products and services described in this PDS are not available in countries or to residents of countries where it is unlawful to provide
the information included in this PDS or where it is unlawful to offer the products and services.
All examples or illustrations in this PDS are only intended to demonstrate how certain benefits are calculated. All benefits are calculated in
accordance with the relevant policy terms.
The words and phrases appearing in this PDS have special meanings as set out in the Glossary on pages 3 to 4.
All monetary amounts referred to in this PDS are in Australian dollars and include GST.
The information in this PDS is subject to change. Materially adverse changes will be communicated to existing policyholders via a PDS or
Supplementary PDS (SPDS). Where a change of information is not materially adverse we will not notify existing policyholders, however
you will be able to obtain the information about any change by contacting us. We will always issue a PDS (and any relevant Supplementary
PDS) when a new policy is purchased.
The information in this PDS will help you to:

• decide whether this product will meet your needs; and
• compare this product with other products you may be considering.
This PDS does not take into account your individual objectives, financial situation or needs. You should consider this information in relation
to your own circumstances before making any decision about this product.
If you have difficulty understanding this document, it is important that you seek assistance before entering into a policy with us.
For more information about how we calculate premiums, excesses and discounts, or examples of how we may settle claims, please refer to
our Premium, Excess and Discount Guide which can be found:
At commbank.com.au/insurancecar; or
Call us on 13 2423.
Index
How this policy works 2 Comprehensive Cover – Cover Options 25
Glossary3 Driver age restriction 25
Summary of cover 5 Hire car following incident 26
Summary of maximum limits 7 Optional additional basic excess 26
Your car insurance policy 10 Protected no claim bonus 27
The importance of answering our questions correctly 13 Removal of excess for glass damage 27
Paying your premium 14 Third Party Property Damage, Fire and Theft Cover –
Insured Events 28
How we calculate your basic premium 15
Damage from an identified uninsured driver 28
The cover we offer 16
Fire damage 29
Comprehensive Cover – Insured Events 17
Legal liability 29
Collision or impact damage 17
Theft or attempted theft 30
Fire damage 17
Third Party Property Damage, Fire and Theft Cover –
Legal liability 18 Cover Benefits 30
Storm, hail or flood damage 19 Substitute vehicle 30
Theft of keys 19 Temporary cover for replacement vehicle 31
Theft or attempted theft 19 Towing and storage costs 31
Vandalism or malicious act 19 Third Party Property Damage Cover –
Insured Events 32
Comprehensive Cover – Cover Benefits 20
Damage from an identified uninsured driver 32
Accidental death 20
Legal liability 33
Baby capsules and child seats 20
Third Party Property Damage Cover –
Domestic pets 20
Cover Benefits 34
Emergency accommodation costs 21
Substitute vehicle 34
Emergency repairs 21
Temporary cover for replacement vehicle 35
Hire car following theft 21
General Exclusions 36
Personal items other than mobile phones, computers, business
Excesses40
tools and cash 22
No Claim Discount or Rating 45
Replacement of a new vehicle after a total loss
(new for old) 22 How to make a claim 46
Substitute vehicle 23 The claim process 47
Temporary cover for replacement vehicle 23 What happens after a total loss 52
Towing and storage costs 24 Do you have a complaint? 53
Trailers and caravans 24 Privacy of your personal information 54
Transportation costs 24 Financial Claims Scheme & General Insurance Code
of Practice 58
How to contact us 59
Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 1

How this policy works
This insurance is provided by Commonwealth Insurance Limited (CIL). CommInsure is a registered

business name of CIL. All correspondence you receive in relation to this policy will be issued by
CommInsure. This PDS contains important information about the Car Insurance we offer and forms part
of your policy with us.
When you purchase, change or renew your Car Insurance, we will send you a Certificate of Insurance which
will include details on the Cover Type and Cover Options you have selected and your Period of Insurance.
Some words and phrases appearing throughout this PDS have special meanings as set out in the
Glossary on pages 3 to 4.
We offer 3 types of Car Insurance:

• Comprehensive Cover (see pages 17 to 27);
• Third Party Property Damage, Fire and Theft Cover (see pages 28 to 31); and
• Third Party Property Damage Cover (see pages 32 to 35).
Depending on the cover you select, our Car Insurance provides cover for:
• Insured Events;
• Cover Benefits which are standard under the policy; and
• Cover Options you can select under the policy.
Our Car Insurance does not provide cover for everything. An incident needs to fall under an Insured
Event as stated under the cover type you select. There are also:
• General Exclusions that apply to the policy as stated on pages 36 to 39;
• exclusions that are specific to:
– the type of cover you have selected;
– an Insured Event;
– Cover Benefits; and
– Cover Options;
• limits on the amount we will cover for certain items and benefits (as stated on pages 7 to 9).
It is important to read this entire PDS carefully to make sure you have the cover that suits your needs.
2 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

Glossary
Some words and phrases appearing throughout this PDS have special meanings as set out below.
Accessory/accessories Domestic pet/s

Any additional non-standard item fitted to your Domestic dog/s or cat/s owned by:
vehicle that is not a modification. These may be • you;
either a manufacturer option or an aftermarket
addition. For example: • a Family member; or
• tinted windows; • a Declared driver.
• tow bar; or Excess

• reversing camera. An amount you need to contribute when we pay
a claim.
Agreed value
Depending on the type of claim:
The amount we have agreed to insure your
vehicle for. • some excess/es may not apply; or
If you have selected the agreed value option • more than one type of excess may apply.
(where available), the agreed amount will be The types and amounts of each excess are stated
stated on your Certificate of Insurance and will on your Certificate of Insurance.
remain the same for the Period of Insurance.
Family
Certificate of Insurance The following people who usually live with you:
The document issued to you: • your partner, spouse or de facto spouse;
• once you purchase a policy; • your (or your partner’s, spouse’s or de facto
• before you renew your policy; and spouse’s)
• whenever you amend your policy. – children;
• It includes: – siblings;
– the Cover Type; – parents; and
– the details of any Declared driver/s; – grandparents.
– any Cover Options available and those
you have selected; Key/s
– the Period of Insurance; and Any device functioning as a key to operate a lock
or ignition on your vehicle, not including mobile
– any special conditions that apply to phones or tablets that use applications to unlock
your policy. your vehicle.
In this PDS when we refer to your Certificate of
Insurance, we are referring to the most recent
copy that we have issued to you.
Declared driver/s
The person/s you have nominated and advised us
will drive your vehicle, as listed on your Certificate
of Insurance.

Market value Sum Insured
The amount it will cost to replace your vehicle Depending on the type of insurance you’ve
taking into account the age, make, model and chosen, we may insure your vehicle for an agreed
condition of your vehicle immediately prior to the value or a market value. This is known as the
loss or damage. Sum Insured.
Market value includes: The Sum Insured that applies to your vehicle is
• Good and Services Tax (GST), and shown on your current Certificate of Insurance.
• the cost of registration and Compulsory Third
Total loss
Party (CTP) Insurance.
The term used by us when we have determined
Market value does not include:
that your vehicle:
• warranty costs;
• is uneconomical to repair;
• the amount of stamp duty that would be
• cannot be repaired to a safe condition; or
levied on the purchase of a replacement
vehicle; and • has been stolen and is not recovered.
• transfer fees.
Vehicle
Modification/s The vehicle, meeting the registration and
An alteration to the standard configuration of roadworthy requirements of your relevant
your vehicle which may affect your vehicle’s value, State or Territory, including any accessories
safety, performance or appearance. These may be and modifications that you have told us about
either a manufacturer option or any aftermarket and we have agreed to cover, as stated on your
alteration. For example, this means alterations to Certificate of Insurance.
your vehicle’s:
• braking system; • structure; Vehicle usage
• engine; • chassis; The purpose for which you have told us your
vehicle is used, as stated on your Certificate of
• exhaust system; • body work;
Insurance, being either:
• fuel system; • suspension;
• Business use
• paintwork; • transmission;
– means where you are claiming any
• steering system; • wheels and tyres. percentage of the GST on the amount
payable for your insurance as an Input Tax
Period of Insurance Credit (ITC); or
The period for which we have agreed to • Private use
provide insurance as stated on your Certificate
– any type of use other than business.
of Insurance.
If your policy is cancelled, by you or us, your Period We, our, us, CIL, Comminsure
of Insurance ends on the date the cancellation
Commonwealth Insurance Limited
becomes effective.
ABN 96 067 524 216.
You, your, yourself

All person/s named on your Certificate of
Insurance as a policyholder/s.

Summary of cover
The following tables illustrate the Insured Events, Cover Benefits and the Cover Options that are
available for:
• Comprehensive Cover (see pages 17 to 27);
• Third Party Property Damage, Fire and Theft Cover (see pages 28 to 31); and
• Third Party Property Damage Cover (see pages 32 to 35).
Third Party
Property Damage, Third Party
Comprehensive Fire and Theft Property Damage
Insured Events
Collision or impact damage ✔ ✘ ✘
Damage from an identified
✔* ✔ ✔
uninsured driver
Fire damage ✔ ✔ ✘
Legal liability ✔ ✔ ✔
Storm, hail or flood damage ✔ ✘ ✘
Theft of keys ✔ ✘ ✘
Theft or attempted theft ✔ ✔ ✘
Vandalism or malicious act ✔ ✘ ✘
* Included under the Insured Event ‘Collision or impact damage’. Please refer to page 17
Cover Benefits
Accidental death 4 8 8
Baby capsules and child seats 4 8 8
Domestic pet costs 4 8 8
Emergency accommodation
4 8 8
costs
Emergency repairs 4 8 8
Hire car following theft 4 8 8
Personal items other than
mobile phones, computers, 4 8 8
business tools and cash
Vandalism or malicious act 4 8 8

Third Party
Property Damage, Third Party
Comprehensive Fire and Theft Property Damage
Cover Benefits
Replacement of a new vehicle
4 8 8
after a total loss
Substitute vehicle 4 4 4
Temporary cover for a
4 4 4
replacement vehicle
Towing and storage costs 4 4 8
Trailers and caravans 4 8 8
Transportation costs 4 8 8
Cover Options
Driver age restriction

– For a reduced premium where 4 8 8
available
Hire car following an incident
4 8 8
– For an additional premium
Protected No Claim Discount
4 8 8
Optional additional basic excess
4 8 8
Removal of excess for glass
damage – For an additional 4 8 8
premium
Some Insured Events, Cover Benefits and Cover Options may provide limited cover, have specific limits
and General Exclusions that apply. It is important to note this is a summary only and the full terms and
conditions are located within this PDS.

Summary of maximum limits
Comprehensive Cover
Your Certificate of Insurance shows the amount you are insured for under your policy as the sum insured.
We will pay no more than the sum insured shown on your Certificate of Insurance unless we have stated
differently under any of the:
• Insured Events on pages 17 to 19;
• Cover Benefits on pages 20 to 24; and
• Cover Options on pages 25 to 27.
If we pay a claim under this cover, the following limits apply:
Comprehensive Cover Maximum Limit
Accidental death – See page 20 $10,000 in total per claim
Baby capsules and child seats – See page 20 Up to $500 per claim
Domestic pets – See page 20 Up to $1,000 per claim
Emergency accommodation costs – See page Up to $600 if the incident occurs more than
21 200kms from your home per claim
Emergency repairs – See page 21 Up to $800 per claim
Hire car following theft – See page 21 Up to:

• $75 per 24 hour period; and
• a maximum of 14 days per claim
Legal liability – See page 18 Up to $20 million in total per claim
Personal items other than mobile phones, Up to:

computers, business tools and cash – See page • $1,000 for mobility devices/disability aids;
22 and
• $500 for other personal items per claim
Replacement of a new vehicle after a total loss Refer to pages 22 to 23 where the method of
(new for old) – See pages 22 to 23 replacement is described
Substitute vehicle – See page 23 Legal liability up to $20 million per claim
Temporary cover for a replacement vehicle – Up to 14 days

See pages 23 to 24
Theft of keys – See page 19 Up to $2,000 per claim
Trailers and caravans – See page 24 Up to $1,000 per claim
Transportation costs – See page 24 Up to $500 per claim

Comprehensive Cover Maximum Limit
Hire car following an incident – Cover Option – Up to:

See page 26 • $75 per 24 hour period; and
• a maximum of 14 days.
Or a daily allowance of $30 if a hire car is not

available per claim.
Protected No Claim Discount – Cover Option – 1 claim per Period of Insurance

See page 27
Removal of excess for glass damage – Cover 1 claim per Period of Insurance
Option – See page 27
Third Party Property Damage, Fire and Theft Cover

Your Certificate of Insurance shows the amount you are insured for under your policy as market value.
We will pay no more than the market value unless we have stated differently under any of the:
• Insured Events on pages 28 to 30; and
• Cover Benefits on pages 30 to 31.
If we pay a claim under this cover, the following limits also apply:
Third Party Property Damage, Fire and Maximum Limit

Theft Cover
Damage from an identified uninsured driver – Up to $5,000 per claim

See page 28
Legal liability – See page 29 Up to $20 million per claim
Substitute vehicle – See pages 30 to 31 Legal liability up to $20 million per claim

See page 31

Third Party Property Damage Cover
We will pay no more than the limits below, unless we have stated differently under any of the:
• Insured Events on pages 32 to 33; and
• Cover Benefits on pages 34 to 35.
If we pay a claim under this cover, the following limits also apply:
Third Party Property Damage Cover Maximum Limit
Damage from an identified uninsured driver – Up to $5,000 per claim

See page 32
Legal liability – See page 33 Up to $20 million per claim
Substitute vehicle – See page 34 Legal liability up to $20 million per claim

See page 35

Your car insurance policy
Your policy commences if:

• we agree to insure you; and
• you agree to pay us the premium by the due date.
The commencement date of your policy will be the date shown on your Certificate of Insurance.
Your policy is your contract of insurance with us and consists of:

• this PDS and any SPDS we may issue while you are insured with us; and
• your Certificate of Insurance including any special conditions that apply to your policy.
More than one policyholder

If more than one person is named as a policyholder on your Certificate of Insurance, then we are
referring to all people named as policyholders jointly. This means that:
• an act, statement or omission by any one of the policyholders listed on your Certificate of
Insurance will be taken to be an act, statement or omission by another policyholder listed if the
policyholder was complicit in, had knowledge of or ought to have been reasonably aware of the act,
statement or omission;
• we may correspond with any of the policyholders named on your Certificate of Insurance and the
recipient is responsible for ensuring that all other policyholders are aware of the correspondence; and
• only policyholders listed on your Certificate of Insurance (it does not mean those person/s listed as
declared driver/s only) can change or cancel this policy and it is the responsibility of that person to
ensure that all other policyholders are aware of the changes or of the cancellation of the policy.
Cooling off period

If you cancel your policy within 21 calendar days of the commencement date stated on your Certificate
of Insurance, we will refund any premium paid provided you have not made a claim.
Cancellation by you
You can cancel your policy at any time by contacting us.
If you cancel your policy outside the cooling off period, we will refund any unused portion of the
premium to you less any non-refundable Government charges. However, if this amount is $5 or less, we
will not issue a refund.

Cancellation by us
We may cancel your policy by giving you notice in accordance with the provisions of the Insurance
Contracts Act 1984 (Cth). The circumstances under which we may cancel your policy include, but are
not limited to, where you:
• have made a misrepresentation to us when this policy was entered into;
• have made a misrepresentation to us when this policy was entered into, varied, renewed or reinstated;
• make a fraudulent claim under any insurance policy (whether or not the policy is underwritten by us)
during your Period of Insurance.
You must tell us if there are changes

You must tell us if anything stated on your Certificate of Insurance changes during the Period of
Insurance. This includes:
• your vehicle;
• the policyholder/s or declared driver/s of your vehicle;
• the insurance or criminal history of any policyholder/s or declared driver/s;
• the driving history including any accidents, incidents, suspension or loss of licence of any
policyholder/s or declared driver/s;
• where your vehicle is normally kept overnight;
• accessories on your vehicle;
• modifications to your vehicle;
• the condition of your vehicle;
• the usage of your vehicle (business or private use);
• the finance on your vehicle; and
• any matters which would change the answer to questions printed on your Certificate of Insurance.
Some changes may not be covered by your policy, and/or we may cancel your policy if some changes occur.
If you tell us before you make any changes, we can tell you if we can continue to insure you:
• under the same terms; or
• subject to your acceptance of special conditions on your policy, which may change the amount of
your premium or your excess/es.
If we cannot continue to insure you, or you do not agree to any special conditions or change in premium
or excess/es which we may require to continue to insure you, we will cancel your policy.
If you do not tell us about changes, we may:

• reduce the amount we pay in the event of a claim to the extent we have been prejudiced by your
failure to tell us, potentially to nil; or
• cancel your policy.

Reasonable care
At all times, and at your expense, you must:
• take all reasonable precautions to prevent injury, loss or damage. For example, this includes securing
your vehicle against unauthorised entry when it is unattended and moving it to an undercover safe
place if adverse weather is expected, where practicable (please refer to the General Exclusions on
pages 36 to 39).
• keep your vehicle in good condition. For your vehicle to meet the requirements of being in good
condition it must be legally roadworthy and have:
– no major unrepaired damage;
– minimal rust;
– no hail damage; and
– minimal faded, crazed or damaged paintwork;
• comply with all statutory obligations, by-laws or regulations imposed by any Government or public
authority relating to the safety of people or property; and
• take reasonable care to prevent injuries to other persons or damage to another person’s property.
Wear and tear, poor workmanship and lack of maintenance are not covered under this policy (please
refer to the General Exclusions on pages 36 to 39). It is important to always maintain your vehicle in
good condition and protect it by using any security devices installed.

The importance of answering our
questions correctly
We will ask you questions before we agree to insure you. We may also ask you questions before we
agree to renew, extend, vary or reinstate your policy.
It is important you answer these questions fully and accurately because they form the basis of our
decision whether to provide insurance to you and on what terms. If you are not sure how to answer a
question or need assistance with answering our questions, please contact us.
What is your duty?

Under the Insurance Contracts Act 1984, you have a duty to take reasonable care not to make a
misrepresentation to us when answering our questions and providing us with information.
When does the duty apply?

This duty applies until we agree to insure you. It applies again before we agree to renew, extend or vary
your policy and before any reinstatement.
It also applies if you use a broker to act on your behalf.
What happens if you do not comply with the duty?

If you make a misrepresentation in breach of the duty, we may cancel your policy and reduce our liability
in respect of a claim. If the misrepresentation is fraudulent, we may refuse payment of a claim, and treat
your policy as if it never existed.

Paying your premium
You can choose to pay your premium in:

• 1 annual payment; or
• 12 monthly instalments.
We do not charge any additional premium if you select to pay your total premium in 12 monthly
instalments, however your financial institution may impose charges.
For more information on ways you can pay your premium, please refer to the Premium, Excess and
Discount Guide which can be found:
Call us on 13 2423.
What happens if your premium is not paid on time

If you pay by annual payment
If you choose to pay the total premium annually and you do not pay the amount by the due date, then
there is no cover under this policy. This is because the policy does not commence if you have not paid
the premium by the due date.
We will provide you with a renewal notice at least 14 days before your policy is due to expire setting out
the amount you need to pay to renew your policy. If you do not pay the total premium required to renew
your insurance by the due date, then your policy automatically comes to an end at the renewal due date
without further notice to you.
If you pay by instalment payments

If you choose to pay the total premium in 12 monthly instalments and:
• at least one instalment remains unpaid for a period of at least 14 days after its due date, then we
may refuse to pay a claim;
• at least one instalment remains unpaid for a period of at least one month after its due date, then
your policy may be cancelled. We will send you a notice in writing advising you of non-payment at
least 14 days before any proposed cancellation to provide you with an opportunity to make the
outstanding payment.
When you have chosen to pay by instalments, details of the due date for the instalments can be found
on your Certificate of Insurance.

How we calculate your
basic premium
Your premium
The premium is the amount we charge you for your policy, and is shown on your Certificate of Insurance.
Your premium is made up of the following:
• the basic premium we have calculated for your policy based on our assessment of the risk;
• a Fire Services Levy, Fire and Emergency Services Levy or similar if applicable; and
• mandatory Government charges such as GST and Stamp Duty.
Your basic premium reflects our view of the likelihood and potential value of a claim being made under your
policy. The greater the likelihood and/or potential value of a claim, the higher the basic premium charged.
We calculate this by assessing certain significant factors. The significance of each factor we use can
change and how they are combined to derive a premium may differ from one policy to another.
For more information about your premium and how it is calculated, please refer to the Premium, Excess
and Discount Guide which can be found:
Call us on 13 2423.

The cover we offer
We will provide cover for the following Insured Events if they occur during the
Period of Insurance.
They are subject to:

• the type of cover you select;
• General Exclusions (see pages 36 to 39); and
• any specific exclusion as described under the Insured Event.
The type of cover you have selected is stated on your

Certificate of Insurance and determines which of the
following Cover Benefits and Cover Options that apply.

Comprehensive Cover
In this section, we outline what you’re covered for under Comprehensive Cover.
What is covered?
You are covered up to your sum insured for loss or damage to your vehicle, if any of the following
Insured Events happen during your Period of Insurance:
• Collision or impact damage
• Fire
• Legal liability
• Storm, hail or flood
• Theft or attempted theft
• Vandalism or malicious acts.
You are not covered if an exclusion applies. These are listed either as:
• a General Exclusion (please refer to pages 36 to 39); or
• under ‘What is not covered’ for each Insured Event.
Limits apply please see pages 7 to 8.
For information on how we settle your claim, please see pages 46 to 51.
Insured Events
Collision or impact damage What is not covered
What is covered You are not covered as described in the General

Exclusions listed on pages 36 to 39.
You are covered for damage caused to your vehicle
(including damage to your windscreen, window
and sunroof glass) by an incident involving a Fire damage
collision or impact, unless it was committed with
the intention of causing damage or with reckless What is covered
disregard of the consequences by:
You are covered for damage caused to your
• you; or vehicle by fire, unless the fire was started with
• a person with your consent. the intention of causing damage or with reckless
disregard of the consequences by:
You are also covered for any amount you legally
• you; or
have to pay another person for loss or damage
to someone else’s property. Please refer to the • a person with your consent.
Insured Event ‘Legal liability’ on page 18.

You are also covered for any amount you legally This cover includes reasonable legal costs and
have to pay another person for damage to expenses for settling or defending the claim
someone else’s property. Please refer to the made against you or any other person seeking
Insured Event ‘Legal liability’ on this page. cover under this section if you or they have
received prior written approval from us, which will
What is not covered not be unreasonably withheld.
We will not cover damage caused by fire within The most we will pay for all claims, including legal
the first 24 hours of the commencement of your costs and expenses, under Legal liability is up to
policy unless: $20 million in total.
• your policy is a renewal or replacement of
similar insurance and there has been no break What is not covered
in cover; or
We will not cover you or any other person:
• you have owned your vehicle for less than
24 hours prior to the commencement of • for loss of or damage to your own property,
this cover. your family’s property or property which is in
your possession, custody or control;
You are also not covered as described in the • any property that is rented and occupied by you;
General Exclusions listed on pages 36 to 39. • for any legal costs and expenses relating to
any criminal or traffic proceedings;
Legal liability • for liability which is insurable under any
statutory or compulsory insurance policy or
What is covered any statutory or compulsory insurance or
compensation scheme or fund covering such
You are covered for up to $20 million if you legally legal liability;
have to pay another person for loss of or damage • for any bodily injury or death to any person;
to their property caused by: • if you or any driver of your vehicle agrees to
• your vehicle as a result of an event which is accept liability, except if liability would have
partly or fully your fault; and/or existed anyway;
• a caravan or trailer towed by your vehicle as • for any amount for exemplary, punitive or
a result of an event which is partly or fully aggravated damages;
your fault. • if the event is not accidental, unexpected and
unforeseen; or
The cover under this section extends to liabilities
incurred by: • if a General Exclusion applies (see pages 36
to 39).
• any person who is driving, using or in charge
of your vehicle with your permission;
• a passenger travelling in your vehicle or who is
getting into or out of your vehicle; and
• your employer, principal or partner arising
from the use of your vehicle.

Storm, hail or flood damage Theft or attempted theft
What is covered What is covered
You are covered for damage to your vehicle You are covered for loss of or damage to your
caused by a storm, hail or flood. vehicle if your vehicle is:
• damaged in an attempt to steal it or the
What is not covered items from inside it;
• stolen and found damaged; or
We will not cover damage caused by a storm,
hail or flood within the first 24 hours of the • stolen and not found;
commencement of your policy unless: unless it was committed with the intention of
• your policy is a renewal or replacement of causing damage or with reckless disregard of the
similar insurance and there has been no break consequences by:
in cover; or • you; or
• you have owned your vehicle for less than 24 • a person with your consent.
hours prior to the commencement of this cover.
You must report the theft or attempted theft to
You are also not covered as described in the the police.
General Exclusions listed on pages 36 to 39.
What is not covered
Theft of keys You are not covered as described in the General
What is covered
You are covered if the keys to your vehicle are stolen. Vandalism or malicious act
We will pay for the replacement of keys to your What is covered
vehicle and the necessary re-coding of the locks if
you report the theft of your keys to the police. You are covered for loss of or damage to your
vehicle caused by vandalism or a malicious act,
If we pay your claim under this Insured Event, the unless it was committed with the intention of
most we will pay in respect of any one event is causing damage or with reckless disregard of the
the amount it costs to re-key and/or re-code your consequences by:
vehicle up to $2,000 less your applicable excess/es.
• you; or
What is not covered • a person with your consent.
We will not cover you for keys that were stolen You must report the vandalism or malicious act to
and not reported to the police. the police.
You are also not covered as described in the What is not covered
You are not covered as described in the General

Cover Benefits
You may also be entitled to the following Cover Benefits set out in this section.
You can make a claim for Cover Benefits when an Insured Event we cover happens during the policy
period and we have agreed to pay your claim.
These benefits are paid on top of your sum insured.
Accidental death What is not covered
What is covered You are not covered as described in the General

If the driver of your vehicle dies as a direct result
of an Insured Event, we will pay the estate of the
deceased $10,000 provided: Domestic pets
• we have accepted a claim for loss or damage
What is covered
to your vehicle;
• the death occurs within 12 months of the If your domestic pet/s are injured as a result of
injury; and an Insured Event, we will pay the reasonable
• a death certificate from a qualified and veterinary expenses provided by a qualified and
registered member of the medical profession registered veterinarian up to $1,000 provided:
is provided to us to confirm the cause of death. • we have accepted a claim for loss or damage
to your vehicle; and
What is not covered • your domestic pet/s are secured or restrained
in your vehicle at the time of the incident; and
Exclusions listed on pages 36 to 39. • you provide us with the accounts, invoices or
correspondence we request.
Baby capsules and child seats What is not covered
What is covered You are not covered for any costs that are
incurred after the death of your domestic pet/s.
If the baby capsule/s or child seat/s fitted to your
vehicle are damaged or stolen as a result of an You are also not covered as described in the
Insured Event, we will pay you up to $500 per claim General Exclusions listed on pages 36 to 39.
towards the replacement of the baby capsule/s or
child seat/s, provided we have accepted a claim for
loss or damage to your vehicle.

Emergency Hire car following theft
accommodation costs
What is covered
What is covered If you lodge a claim as a result of ‘Theft or
We will pay you up to $600 towards the cost of attempted theft’ (see page 19), we will arrange
emergency accommodation provided: for you to be provided with a hire car:
• we have accepted a claim for loss or damage • until your vehicle is returned to you undamaged;
to your vehicle; • until we repair your vehicle and return it to you;
• the event occurs more than 200 kilometres • until we settle your claim by paying the sum
from your home; insured; or
• your vehicle cannot be safely driven; and • for a maximum of 14 days, whichever
• you have provided us with all the happens first.
accounts and receipts for any emergency
accommodation costs. What is not covered
You are not covered for:
What is not covered
• the costs of the hire car unless it has been
You are not covered as described in the General arranged by or approved by us (such approval
Exclusions listed on pages 36 to 39. will not be unreasonably withheld);
• running costs (including the cost of fuel used)
or any additional hire costs such as bonds
Emergency repairs and deposits;
• any loss of or damage to the hire car;
What is covered
• liability arising from the use of the hire car; and
If emergency repairs to your vehicle are necessary • any insurance excess or other costs which you
to enable you to drive your vehicle home or to may be liable for under the hire car agreement.
a repairer, we will pay you up to $800 towards
emergency repair costs provided: You are also not covered as described in the
• we have accepted a claim for loss or damage General Exclusions listed on pages 36 to 39.
• you provide us with all the accounts and Conditions
receipts for any emergency repairs completed.
The most we will pay in respect to any one claim
is up to:
What is not covered
• $75 for each 24 hour period of car hire up to
You are not covered as described in the General 14 days in total; or
Exclusions listed on pages 36 to 39. • $30 per day up to 14 days if a hire car is
not available.
If you withdraw your claim or we deny your claim,

you must reimburse us for any costs that we have
already covered.

Personal items other than Replacement of a new vehicle
mobile phones, computers, after a total loss (new for old)
business tools and cash
What is covered
What is covered If you suffer a total loss, we will apply the
If your personal items are damaged or stolen as practice described under the heading
a result of an Insured Event, we will pay you up to ‘Conditions’ below, provided:
$1000 towards replacement costs for mobility • we have accepted a claim for loss or damage
device/s and disability aid/s; and $500 for other to your vehicle; and
personal items, provided we have accepted a • your vehicle is in its first 24 months of
claim for loss or damage to your vehicle, and: registration; and
• the items were damaged in your vehicle; • you are the first registered owner of the vehicle.
• stolen from your locked vehicle with evidence
of forced entry; or What is not covered
• stolen at the same time as your vehicle.
You are not covered if your vehicle was a
demonstrator model.
What is not covered
You are also not covered as described in the
You are not covered for loss of or damage to:
• mobile phones;
• computers including laptops and tablets; Conditions
• cash, credit/debit cards or negotiable
instruments; If a replacement vehicle is available within
Australia, we will:
• tools of trade or items used for business
purposes; and • replace your vehicle with a vehicle of the
same make, model;
• baby capsules and child seats under this Cover
Benefit (please refer to page 20 for cover). • replace any modifications and/or accessories
that were fitted to your vehicle and stated on
You are also not covered as described in the your Certificate of Insurance; and
General Exclusions listed on pages 36 to 39. • pay the on-road costs including the first
12 months’ Registration and Compulsory
Third Party (CTP) insurance. Any refund you
obtain from your original registration and CTP
insurance must be paid to us.
If we replace your vehicle, your policy will continue

to cover your new replacement vehicle until the
end of the Period of Insurance.

If a replacement vehicle is not currently available • for loss of or damage to your own property,
within Australia, we will pay you the sum your family’s property or property which is in
insured of your vehicle as shown on your current your possession, custody or control;
Certificate of Insurance. If we pay you the sum • for any legal costs and expenses relating to
insured, your policy will come to an end and no any criminal or traffic proceedings;
refund of premium will be due to you. This is
because we have treated your vehicle as a total • which is insurable under any statutory or
loss and paid you to the extent allowed under compulsory insurance policy or any statutory
your policy. There will be no refund of premium or compulsory insurance or compensation
because the policy has been used in its entirety. scheme or fund covering such legal liability;
(Our premiums are calculated on an annual basis • for any bodily injury or death to any person;
and payable upon commencement of your policy, • if you agree to accept liability, except if
even though we provide the option for you to pay liability would have existed anyway;
premiums in monthly instalments.)
• for any amount for exemplary, punitive or
Where your vehicle is under finance, we will aggravated damages;
require written consent from your financier before • if the event is not accidental, unexpected and
we can authorise replacement of your vehicle. unforeseen by you; or
• if a General Exclusion applies (see pages 36
to 39) or would otherwise apply if you were
Substitute vehicle driving your vehicle instead of the substitute
vehicle.
What is covered
If you legally have to pay another person for Temporary cover for
loss of or damage to their property caused by a
substitute vehicle you have the legal use of, we
replacement vehicle
will pay up to $20 million, provided:
What is covered
• your vehicle can’t be driven as a result of an
Insured Event (and we have accepted the If you replace your vehicle with another vehicle
claim), mechanical breakdown or servicing during your Period of Insurance, we will give you
during the Period of Insurance; up to 14 consecutive days of temporary cover for
• you have the legal use of the substitute your replacement vehicle, before you need to tell
vehicle; and us about it.
• the substitute vehicle does not belong to you.
The temporary cover applying to your
replacement vehicle will be:
What is not covered
• the same Cover Type noted on your
You are not covered for liability: Certificate of Insurance; and
• if we have already accepted a claim for the • for up to 14 days or until the expiry date of
total loss of your vehicle; your current Period of Insurance, whichever
comes first.
• if the substitute vehicle is one that we have
organised for you under the Hire car following
We will cover your replacement vehicle after the
theft Cover Benefit or the Hire car following
temporary cover period of 14 days if within 14
incident Cover Option;
days of taking ownership you:
• if the substitute vehicle is unregistered;
• provide us with the full details of the
• for loss of or damage to the substitute vehicle; replacement vehicle;

• receive our agreement to cover your What is not covered
replacement vehicle; and
• pay us any additional premium required. You are not covered for loss or damage:
• to personal items being carried in or on the
What is not covered trailer or caravan; and
• to a caravan or trailer which was being used for
You are not covered as described in the General business or carrying goods for trade purposes.
Towing and storage costs
What is covered Transportation costs
If your vehicle is damaged as a result of an Insured What is covered
Event, leaving it un-roadworthy or unsafe to drive,
provided that we have accepted a claim for loss or If your vehicle is damaged leaving it un-
damage to your vehicle, we will pay the reasonable roadworthy or unsafe to drive, we will pay up to
cost on top of your sum insured for the removal, $500 for transportation to return you and your
towing and storage of your vehicle at: family home, and to collect your vehicle when it
• the nearest repairer; or has been repaired provided:
• if your request is reasonable, any other place. • we have accepted a claim for loss or damage
What is not covered • you have provided us with all the accounts
and receipts for any transportation costs.
Exclusions listed on pages 36 to 39. What is not covered
Trailers and caravans Exclusions listed on pages 36 to 39.
What is covered
If you suffer loss or damage to a trailer or caravan
that is attached to your vehicle as a result of
an Insured Event, we will pay you up to $1,000
towards repair or replacement costs, provided:
• we have accepted a claim for loss or damage
• the trailer or caravan was attached to your
vehicle at the time of the event.
We may ask for evidence that you owned the

property or for evidence as to the value of the
property being claimed as stated on page 48.

Cover Options
You may be eligible to add one or more of the following Cover Options to your policy.
If you have selected any options and paid the additional premium where applicable, it will be stated on
your Certificate of Insurance.
With the exception of the ‘Driver age restriction’ Cover Option, if you have added a Cover Option to your
policy, you can claim under that Cover Option if we have agreed to pay your claim due to an incident
covered by your policy.
Driver age restriction Conditions
How this option works We will provide cover if your vehicle is being
driven by, or in the control of, a person under 30
If you select this option, you are entitled to pay a years of age:
reduced premium to reduce your cover. • in the course of a mechanical service;
• in the course of providing a valet parking service;
The reduction in cover means you will not be
covered for any loss, damage or liability while your • paid by you to repair or test your vehicle
vehicle is being driven by a person who is under where they are qualified to do so;
30 years of age. • who is an attendant at a car park or car wash
service; or
What is not covered • who is subsequently convicted of theft or
illegal use of your vehicle.
This Cover Option is not available:
• for certain vehicle types (for example, certain
high-performance vehicles); or
• if you have any declared drivers under 30
years of age on your policy.


Hire car following incident If you withdraw your claim or we refuse your claim
in relation to your vehicle, you must reimburse us
for any costs that we have already covered under
What is covered
this section.
If you select this option and suffer loss or damage
to your vehicle from an incident, we will organise
for you to be provided with a hire car. We will
Optional additional basic excess
provide this benefit from the later of the date:
If you have selected this option it will be shown
• the repairs to your vehicle are authorised by on your Certificate of Insurance and a reduced
us; or premium applies.
• your vehicle is made available for repairs
to commence. You can select an additional excess in addition to
any Basic excess payable on your policy. Should
We will also provide this benefit: you select this Cover Option then in the event
of a claim you will contribute a higher amount
• until your vehicle is repaired and returned to you;
to the value of your claim. This means you are
• until we settle your claim by paying the sum accepting a larger proportion of any loss for a
insured; or reduced premium.
• for a maximum of 14 days,
The Optional additional basic excess selected by
whichever happens first.
you is paid in addition to your Basic excess (Basic
excess + Optional additional basic excess).
What is not covered
For more information about the Optional
You are not covered for: additional basic excess options available, please
• the costs of the hire car unless it has been refer to the Premium, Excess and Discount Guide
arranged by us or approved by us (such which can be found:
approval will not be unreasonably withheld);
• running costs (including the cost of fuel used) At commbank.com.au/insurancecar; or
or any additional hire costs such as bonds
and deposits; Call us on 13 2423.
• any loss of or damage to the hire car;
• liability arising from the use of the hire car; and
• any insurance excess or other costs which you What is not covered
may be liable for under the hire car agreement.
You are not covered under this Cover Option
You are also not covered as described in the for loss or damage as described in the General
General Exclusions listed on pages 36 to 39. Exclusions listed on pages 36 to 39.
Conditions
The most we will pay in respect to any one
Insured Event is up to:
• $75 for each 24 hour period of vehicle hire
up to 14 days in total; or
• $30 per day if a hire car is not available.

Protected no claim discount Removal of excess for
glass damage
What is covered
If you lodge a claim which would normally reduce
What is covered
your No Claim Discount (NCD) or Rating on your Where only your windscreen or window glass
next renewal, your NCD or Rating will not be (including sunroof glass) is damaged as a result of
affected by that claim. an Insured Event during your Period of Insurance,
you will not be required to pay an excess for that
This Cover Option:
claim. This Cover Option applies to one claim in a
• can only be selected if your policy’s NCD is Period of Insurance.
65% or Rating 1 and above; and
• applies to the first claim in a Period We will:
of Insurance. • repair your windscreen or window glass where
it is reasonably practicable and economic to
For more information as to how your NCD or do so; or
Rating is calculated and applied, refer to page 45.
• replace the windscreen or window glass
in your vehicle where it is not reasonably
What is not covered practicable and economic to repair it.
Exclusions listed on pages 36 to 39. What is not covered

Third Party Property Damage,
Fire and Theft Cover
In this section, we outline what you’re covered for under Third Party Property Damage, Fire and
Theft Cover.
What is covered?
You are covered up to your sum insured for loss or damage to your vehicle if any of the following
Insured Events we cover happen during your Period of Insurance:
• Damage from an identified uninsured driver
• Fire
• Legal liability
• Theft and attempted theft.
Limits apply please see page 8.
Insured Events
Damage from an identified • you provide us with the name, address and
phone number of the uninsured driver;
uninsured driver • you provide us with the registration number
of the vehicle the uninsured driver was
What is covered driving; and
You are covered for damage to your vehicle • you did not contribute to the cause of
caused by a collision with another vehicle if the the collision.
collision is not your fault and the:
• vehicle at fault is uninsured or the driver at What is not covered
fault has insurance but it does not cover the
We will not cover you if the Insured Event is not
damage; and
accidental, unexpected and unforeseen by you.
• collision occurs within the Period of Insurance.
We will pay up to $5,000 (inclusive of towing and General Exclusions listed on pages 36 to 39.
storing your vehicle) for any one event if:
• we agree the damage was the fault of the
uninsured driver;

Fire damage • your employer, principal or partner arising
What is covered This cover includes reasonable legal costs and
expenses for settling or defending the claim
You are covered for damage caused to your
made against you or any other person seeking
vehicle by fire.
cover under this section if you or they have
You are also covered for any amount you legally received prior written approval from us, which will
have to pay another person for damage to not be unreasonably withheld.
someone else’s property. Please refer to the
The most we will pay for all claims, including legal
Insured Event ‘Legal liability’ on this page.
costs and expenses, under Legal liability is up to
$20 million in total.
What is not covered
We will not cover damage caused by fire within What is not covered
the first 24 hours of the commencement of your
We will not cover you or any other person:
policy unless:
• for loss of or damage to your own property,
• your policy is a renewal or replacement of
your family’s property or property which is in
similar insurance and there has been no break
in cover; or
• any property that is rented and occupied by
• you have owned your vehicle for less than 24
you;
hours prior to the commencement of this cover.
• for any legal costs and expenses relating to
You are also not covered as described in the any criminal or traffic proceedings;
General Exclusions listed on pages 36 to 39. • for liability which is insurable under any
statutory or compulsory insurance policy or
any statutory or compulsory insurance or
Legal liability compensation scheme or fund covering such
legal liability;
What is covered
• for any bodily injury or death to any person;
You are covered for up to $20 million if you legally • if you or any driver of your vehicle agrees to
have to pay another person for loss of or damage accept liability, except if liability would have
to their property caused by: existed anyway;
• your vehicle as a result of an event which is • for any amount for exemplary, punitive or
partly or fully your fault; and/or aggravated damages;
• a caravan or trailer towed by your vehicle as • if the event is not accidental, unexpected and
a result of an event which is partly or fully unforeseen; or
your fault. • if a General Exclusion applies (see pages 36
to 39).
incurred by:

Theft or attempted theft You must report the theft or attempted theft to
the police.
What is covered
What is not covered
You are covered for loss of or damage to your
vehicle if your vehicle is: You are not covered as described in the General
• damaged in an attempt to steal it or the
items from inside it;
• stolen and found damaged; or
• stolen and not found.
Cover Benefits
You can make a claim for cover benefits when an incident we cover happens during the policy period
and we have agreed to pay your claim.
Substitute vehicle • if the substitute vehicle is one that we have

organised for you under the Hire car following
theft Cover Benefit or the Hire car following
What is covered incident Cover Option;
If you legally have to pay another person for • if the substitute vehicle is unregistered;
loss of or damage to their property caused by a • for loss of or damage to the substitute vehicle;
substitute vehicle you have the legal use of, we
will pay up to $20 million, provided:
your family’s property or property which is in
• your vehicle can’t be driven as a result of an your possession, custody or control;
Insured Event (and we have accepted the
claim), mechanical breakdown or servicing
during the Period of Insurance;
• which is insurable under any statutory or
• you have the legal use of the substitute
compulsory insurance policy or any statutory
vehicle; and
or compulsory insurance or compensation
• the substitute vehicle does not belong to you. scheme or fund covering such legal liability;
What is not covered
• if you agree to accept liability, except if
You are not covered for liability: liability would have existed anyway;
• if we have already accepted a claim for the • for any amount for exemplary, punitive or
total loss of your vehicle; aggravated damages;
• if the event is not accidental, unexpected and
unforeseen by you; or

• if a General Exclusion applies (see pages 36 Towing and storage costs
driving your vehicle instead of the substitute
What is covered
vehicle.
If your vehicle is damaged as a result of an Insured
Event, leaving it un-roadworthy or unsafe to drive,
Temporary cover for provided that we have accepted a claim for loss or
replacement vehicle damage to your vehicle, we will pay the reasonable
cost on top of your sum insured for the removal,
What is covered towing and storage of your vehicle at:
• the nearest repairer; or
If you replace your vehicle with another vehicle
during your Period of Insurance, we give you up to • if your request is reasonable, any other place.
14 consecutive days of temporary cover for your
replacement vehicle, before you need to tell us What is not covered
about it.
The temporary cover applying to your Exclusions listed on pages 36 to 39.
Certificate of Insurance; and
• for up to 14 days or until to the expiry date of
your current Period of Insurance, whichever
comes first.

temporary cover period of 14 days, if within 14
replacement vehicle;
• receive our agreement to cover your
• pay us any additional premium required.
What is not covered


Third Party Property Damage Cover
In this section, we outline what you’re covered for under Third Party Property Damage Cover.
What is covered?
You are covered for loss or damage to other people’s property if the following Insured Events we
cover happens during your Period of Insurance:
• Damage from an identified uninsured driver
• Legal liability.
Limits apply please see page 9.
Insured Events
Damage from an identified • you provide us with the registration number

of the vehicle the uninsured driver was
uninsured driver driving; and
• you did not contribute to the cause of
What is covered the collision.
You are covered for damage to your vehicle
caused by a collision with another vehicle if the What is not covered
collision is not your fault and the:
We will not cover you if the Insured Event is not
• vehicle at fault is uninsured or the driver at accidental, unexpected and unforeseen by you.
fault has insurance but it does not cover the
damage; and You are also not covered as described in the
• collision occurs within the Period of Insurance. General Exclusions listed on pages 36 to 39.
We will pay up to $5,000 (inclusive of towing and

storing your vehicle) for any one event if:
• we agree the damage was the fault of the
uninsured driver;
• you provide us with the name, address and
phone number of the uninsured driver; and

Legal liability What is not covered
What is covered We will not cover you or any other person:

You are covered for up to $20 million if you legally your family’s property or property which is in
have to pay another person for loss of or damage your possession, custody or control;
to their property caused by: • any property that is rented and occupied
• your vehicle as a result of an event which is by you;
partly or fully your fault; and/or • for any legal costs and expenses relating to
• a caravan or trailer towed by your vehicle as any criminal or traffic proceedings;
a result of an event which is partly or fully • for liability which is insurable under any
your fault. statutory or compulsory insurance policy or
any statutory or compulsory insurance or
compensation scheme or fund covering such
incurred by:
legal liability;
• if you or any driver of your vehicle agrees to
accept liability, except if liability would have
existed anyway;
• your employer, principal or partner arising
aggravated damages;
This cover includes reasonable legal costs and • if the event is not accidental, unexpected and
expenses for settling or defending the claim unforeseen, or
made against you or any other person seeking • if a General Exclusion applies (see pages 36
cover under this section if you or they have to 39).
received prior written approval from us, which will
not be unreasonably withheld.
The most we will pay for all claims, including legal

costs and expenses, under Legal liability is up to
$20 million in total.

Cover Benefits
You can make a claim for Cover Benefits when an incident we cover happens during the policy period
and we have agreed to pay your claim.
Substitute vehicle What is not covered
What is covered You are not covered for liability:

• if we have already accepted a claim for the
If you legally have to pay another person for total loss of your vehicle;
loss of or damage to their property caused by a • if the substitute vehicle is one that we have
substitute vehicle you have the legal use of, we organised for you under the Hire car following
will pay up to $20 million, provided: theft Cover Benefit or the Hire car following
• your vehicle can’t be driven as a result of an incident Cover Option;
Insured Event (and we have accepted the • if the substitute vehicle is unregistered;
claim), mechanical breakdown or servicing
during the Period of Insurance; • for loss of or damage to the substitute vehicle;
• you have the legal use of the substitute • for loss of or damage to your own property,
vehicle; and your family’s property or property which is in
• the substitute vehicle does not belong to you.
• which is insurable under any statutory or
compulsory insurance policy or any statutory
or compulsory insurance or compensation
scheme or fund covering such legal liability;
• if you agree to accept liability, except if
liability would have existed anyway;
aggravated damages;
• if the event is not accidental, unexpected and
unforeseen by you; or
• if a General Exclusion applies (see pages 36
driving your vehicle instead of the substitute
vehicle.

Temporary cover for a
replacement vehicle
What is covered
If you replace your vehicle with another vehicle
during your Period of Insurance, we give you up to
14 consecutive days of temporary cover for your
replacement vehicle, before you need to tell us
about it.
The temporary cover applying to your

Certificate of Insurance; and
• for up to 14 days or until to the expiry date of
your current Period of Insurance, whichever
comes first.

temporary cover period of 14 days, if within 14
• pay us any additional premium required.
What is not covered


General Exclusions
The following General Exclusions apply to all 2. your vehicle being driven by you, a member
sections of this policy. of your family or any person with your
permission when the driver of your vehicle
Under this policy there is no cover provided for is not licensed to drive your vehicle. This
any loss, damage or liability caused directly or includes where:
indirectly by or in any way connected with: • they do not hold a current licence to drive
1. your vehicle being driven by you, a member in Australia;
of your family or any person with your • they do not comply with any licence
permission when the driver of your vehicle: restrictions;
• is under the influence of, or their • their driver’s licence is cancelled
judgement is affected by, any drug or suspended;
or alcohol;
• they are not complying with any special
• has more than the legal limit of alcohol in conditions imposed on their licence; or
their body permitted by law in the State
or Territory where the incident occurs; • a learner driver was not accompanied
by a licensed driver as per the licencing
• has an illegal drug in their body; or requirements of your relevant State
• refuses to submit to any test to or Territory.
determine the level of alcohol or drug in This exclusion does not apply if you prove that
their blood when reasonably requested by you did not know and could not reasonably
the relevant authorities. have found out that the driver of your vehicle
This exclusion does not apply if you prove was not licensed to drive your vehicle. We do
that you did not know and should not have not cover the legal liability of the driver and
reasonably known that the driver was likely to: may seek to recover any or all costs for loss or
• be under the influence of, or their damage from the driver directly;
judgement was likely to be affected by,
any drug or alcohol; 3. your vehicle being driven by you, a member
of your family or any person with your
• have more than the legal limit of alcohol permission when the driver of your vehicle
in their body permitted by law; or has been advised they should not be driving a
• have an illegal drug in their body. vehicle. This includes:
We do not cover the legal liability of the driver • any medical condition, disability or
and may seek to recover any or all costs for medical procedure that may affect their
loss or damage from the driver directly; ability to drive; and/or
• where medication being consumed may
affect their ability to drive.
This exclusion does not apply if you prove that
you did not know and could not reasonably
have found out that the driver of your vehicle
was advised not to drive a vehicle. We do not
cover the legal liability of the driver and may
seek to recover any or all costs for loss or
damage from the driver directly;

4. your vehicle being driven by a declined driver 10. incidents occurring outside Australia;
as listed on your Certificate of Insurance;
11. towing your vehicle illegally or allowing it to
5. your vehicle being driven by a person under be towed illegally;
30 years of age if you have selected the
‘Driver age restriction’ Cover Option (see page 12. any:
25), unless the driver of your vehicle was: • deterioration;
• driving the vehicle in the course of a • wear;
mechanical service;
• tear;
• providing a valet parking service;
• failure to keep your vehicle in good
• paid by you to repair or test your vehicle working order and repair which means it
where they are qualified to do so; had unrepaired damage or some other
• an attendant in a car park or car wash defect that made it unsafe to drive;
service; or • insufficient maintenance;
• subsequently convicted of theft or illegal • fading;
use of your vehicle;
• rust;
6. your vehicle being used for hire, fare or reward • erosion; or
at the time of the incident giving rise to the • other forms of corrosion,
claim (including where your vehicle is being
of your vehicle, provided we will only apply
used as a ride sharing service, delivery service
this exclusion to the affected part and if the
or similar). This exclusion does not apply if at
loss, damage or liability is directly caused by
the time giving rise to the claim:
one or more of these factors;
• the vehicle is being used for car pool or
child care arrangements; or 13. mould, mildew or dampness;
• your full-time employer pays you a
travelling allowance; 14. your vehicle being used whilst it is unsafe
or un-roadworthy which contributed to the
7. any act intended to cause damage, or an act incident/claim;
committed with reckless disregard of the
consequences by you or the driver of your 15. your vehicle not meeting the registration
vehicle whether or not they are insured under requirements of your relevant State or Territory;
this policy;
16. your vehicle being used to carry:
8. any illegal or unlawful act committed by you • more passengers than your vehicle is
or the driver of your vehicle whether or not legally permitted to carry by law;
they are insured under this policy; • more passengers than the driver is
permitted to carry by law;
9. a deliberate, intentional, malicious or
criminal act (including theft, conversion or • any load which is not secured according
misappropriation) caused intentionally by to law;
or involving: • any load over the legal limit; or
• you; • any load above the limit specified by your
• a declared driver; or vehicle’s manufacturer;
• any person who is acting with your
express or implied consent;

17. you or the driver of your vehicle not taking 23. any claim made for an incident occurring
reasonable steps to secure your vehicle after before the policy commences or after it has
it has: expired, lapsed or cancelled;
• broken down;
24. faulty repairs to your vehicle, unless we have
• been damaged in an incident; or authorised the repairs;
• been found after it was stolen;
25. the use of your vehicle while it is
18. you or the driver of your vehicle not taking on consignment;
all reasonable precautions to prevent loss or
damage to your vehicle; 26. any action connected with or taken to control,
prevent or suppress invasion, acts of foreign
19. the lawful seizure, confiscation, enemies, hostilities, war or warlike operations
impoundment or requisition of your vehicle; (whether war is declared or not), civil war,
rebellion, revolution, riot, insurrection, civil
20. any financial loss, including the loss of: commotion assuming the proportions of or
• your vehicle’s value after being repaired; amounting to an uprising, military or usurped
power, or any looting, sacking or pillaging
• wages or commission because you
following any of these acts;
cannot use your vehicle;
• the use of your vehicle requiring you to 27. the use, existence or escape of nuclear
hire a substitute vehicle (except where weapons, material or ionising radiation from,
your policy specifically offers cover for a or contamination by radioactivity from,
hire car or transportation costs); any nuclear fuel or nuclear waste from the
• medical expenses; combustion of nuclear fuel. This includes
nuclear pollution or contamination;
• your time (cost of any inconvenience);
• costs relating to stress or anxiety; and/or 28. biological or chemical contamination from
• your vehicle as a result of it being legally any source;
taken or confiscated;
29. asbestos or derivatives of asbestos of any kind;
21. your vehicle or substitute vehicle:
30. flammable substances, dangerous or
• participating in any motor sport, time hazardous goods where the quantities stored
trial or any other form of street or motor exceed statutory limits or other required
racing; limitations by a statutory authority;
• being tested in preparation for any motor
sport or time trial; or 31. any cleaning process including the use of any
• being used in connection with the motor chemicals or bleach;
trade for experiments, tests, trials or
demonstration purposes; 32. any incident which is insurable under any
statutory or compulsory insurance contract
22. any incident that is not caused by an Insured or any statutory or compulsory insurance or
Event during the Period of Insurance; compensation scheme or fund.

We will also not cover:
33. structural, mechanical, electrical, electronic
failure or breakdown of your vehicle;
34. loss or damage to your vehicle’s tyres caused

by road cuts, punctures, bursts or braking;
35. any loss or damage caused by birds, rats,

mice, possums, rodents, insects and
other vermin including but not limited to
cockroaches, termites, flies, moths or lice;
36. any loss or damage caused by the use of

incorrect fluids in your vehicle including but
not limited to fuel, gas, oil, water, lubricants
and/or coolants;
37. compensation for distress, inconvenience or

other non-financial loss;
38. replacement of that part or those parts of a

set (for example, wheels) of your vehicle that
are not lost or damaged when another part or
parts of that set are lost or damaged;
39. the replacement cost of any fuel in your

vehicle;
40. loss or damage to any electronic/computer

components of your vehicle caused by:
• user error or misuse; or
• computer viruses including but not
limited to malware, spamming, spyware,
worms, trojan or any other exploits;
41. re-coding, re-installing or replacing non-

standard electronically stored data or files.

Excesses
An excess is the amount you need to contribute when we pay a claim.
Applicable excesses are stated on your Certificate of Insurance. Depending on the incident, when you
make a claim:
• some excess/es may not apply; or
• more than one type of excess may apply. Please refer to the appropriate cover section and your
Certificate of Insurance.
Where an excess applies you may choose to:

• have the excess deducted from any settlement amount we pay directly to you (or your credit provider);
• have the excess deducted from any invoice we receive from a repairer or supplier (if applicable)
which will mean that you will be responsible for paying the amount of excess directly to them; or
• pay the excess to us.
For more information about excesses, please refer to the Premium, Excess and Discount Guide which
can be found:
Call us on 13 2423.

Excess/es that may apply when you make a claim
All excess amounts that apply to your policy are stated on your Certificate of Insurance.
Excess type How the excess is applied
Basic excess This excess applies to all claims, however it is not payable if:
• the driver of your vehicle or your vehicle did not contribute to the
cause of the incident; or
• your vehicle was damaged whilst parked,
and you can provide us with the:
• driver/s name/s;
• driver/s address/es;
• driver/s telephone number/s; and
• registration number/s.
Optional additional This excess is selected by you (see page 26) and is paid in addition to
basic excess the Basic excess (Basic excess + Optional additional basic excess).
If you have selected this option, the Optional additional basic excess
amount is listed on your Certificate of Insurance.
Age excess This excess applies when the incident you are claiming for occurred
while your vehicle was being driven by a person under 25 years of age
and is stated as a declared driver on your Certificate of Insurance.
The excess is not payable if your claim is for one of the following
incidents:
• damage to your vehicle whilst parked;
• Fire damage (see pages 17 to 18 for Comprehensive Cover and
page 29 for Third Party Property Damage, Fire and Theft Cover);
• Storm, hail or flood damage (see page 19);
• Theft of keys (see page 19);
• Theft or attempted theft (see page 19 for Comprehensive Cover and
• Vandalism or malicious act (see page 19); or
• glass damage only.
This excess is also not payable if the driver of your vehicle or your vehicle
did not contribute to the cause of the incident.
This excess is in addition to the Basic excess, any Optional additional

basic excess and any applicable Imposed excess.

Undeclared young driver This excess applies when the incident you are claiming for occurred
excess while your vehicle was being driven by a person who is under 25 years of
age, and not stated as a declared driver on your Certificate of Insurance.
This excess is not payable if your vehicle was being driven by, or in
control of, a person under 25 years of age:
• in the course of a mechanical service;
• in the course of providing a valet parking service;
• paid by you to repair or test your vehicle and is qualified to do so;
• who is an attendant at a car park or car wash service; or
• who is subsequently convicted of theft or illegal use of your vehicle.
The excess is also not payable if your claim is for the following:


Inexperienced driver If you have not selected the ‘Driver age restriction’ Cover Option or
excess the option is not available (see page 25), this excess applies when the
incident you are claiming for occurred while your vehicle was being
driven by a person who is 25 years old or older and who has not held an
Australian driver’s licence (not including the time spent on a learners
permit/licence) for at least 2 consecutive years.
If you have selected the ‘Driver age restriction’ Cover Option (see page
25), this excess applies when the incident you are claiming for occurred
while your vehicle was being driven by a person who is 30 years or older
and who has not held an Australian driver’s licence (not including the
time spent on a learners permit/licence) for at least 2 consecutive years.
The Inexperienced driver excess is stated on your Certificate of Insurance.
This excess is not payable if your claim is for the following:



Imposed excess There are 2 types of imposed excesses which may be applied by us. The
amount of any imposed excess is stated on your Certificate of Insurance.
1. Imposed driver excess
This excess applies to a specific declared driver because of that driver's

insurance, incident or driving history. An Imposed driver excess applies
when the incident you are claiming for occurred while your vehicle was
being driven by the driver to whom the imposed driver excess applies.
2. Imposed vehicle excess
This excess applies because of the type of vehicle being insured, for
example high - performance vehicles. An Imposed vehicle excess applies
to all claims made under the policy in relation to this vehicle type.
These excess/es are in addition to the Basic excess, any Optional

additional basic excess, Age excess and Inexperienced age excess.

No Claim Discount or Rating
The No Claim Discount or Rating is stated on your Certificate of Insurance. It is a reward system for
good driving and claims history which applies to Comprehensive Cover only.
We calculate your NCD or Rating by looking at the number of years you have been driving and your
claims and incident history in Australia, or a country we recognise.
How claims lodged will affect your No Claim Discount or Rating

Each time we invite renewal of your policy, we will review your policy’s NCD or Rating, based on any
claims lodged during the expiring Period of Insurance.
Your NCD or Rating will either:
• increase by one level of entitlement;
• decrease by one level of entitlement for each claim; or
• remain the same.
The table shows how different claims can affect your NCD or Rating when you lodged a claim in the
expiring Period of Insurance.
Decrease your NCD or Rating
• At-fault incidents involving other parties.

• At-fault incidents where no other party was involved.
• Not at-fault incidents where the at-fault party cannot be identified.
• Damage whilst parked where the full identity of the responsible person is unknown.
• Theft of or theft from your vehicle where the identity of the responsible person is unknown.
• Theft of your keys (as per page 19 of the PDS).
• Malicious damage (including malicious fire damage) where the full identity of the responsible
person is unknown.
Increase (up to our maximum NCD or Rating)
• Not at-fault incidents where the at-fault party can be fully identified.
• Any other claim type where the responsible party can be fully identified.
• If no claims are lodged during the expiring Period of Insurance.
No Change
• Fire (i.e. bushfire, house fire).

• Storm (including flood) or hail damage.
• Damage to your windscreen or window glass only if the damage is accidental.
If multiple claims are lodged (including different types of claims), each claim will be assessed for its
effect on your policy’s NCD or Rating, based on the criteria outlined above.
Where you have selected the Cover Option ‘Protected No Claim Discount’ (page 27 of the PDS), and
you lodge a claim which would normally reduce your NCD or Rating on the next renewal, your NCD or
Rating will not be affected by the first claim in a Period of Insurance.

How to make a claim
What you must do

You must:
• contact us as soon as practicable if you need to make a claim;
• take all reasonable steps to prevent any further loss or damage occurring;
• make all reasonable attempts to provide us with the full name/s, address/es and phone number/s of
any drivers, passengers and witnesses involved;
• be truthful and frank with us at all times, otherwise we may refuse to pay your claim;
• cooperate and assist us with all of our enquiries which are reasonably necessary to assess your
claim. This obligation applies until we have confirmed cover is available for the claim under your
policy even if we have already paid some or all of the claim; and
• contact the police if the legal requirements of the State or Territory where the loss or damage
occurs requires you to do so.
In addition, if your vehicle is stolen or maliciously damaged, you must also:

• contact the police within 72 hours of discovering the theft or malicious damage and keep a record of
the incident number. We may require copies of the police report in order to process your claim; and
• tell us your entitlement to Input Tax Credits (ITC) for the amount payable for your policy if you are
registered or should be registered for GST purposes. We will not cover you for any fines, penalties or
tax charges if the information you provide to us is incorrect.
What you must not do

You must not:
• admit guilt or liability to anyone involved in the incident;
• take any action which would prejudice or limit our rights of recovery;
• settle or attempt to settle any claim without our written consent that:
– you may have against someone else that relates to an incident covered by this policy;
– someone else may have against you in respect of which this policy requires us to indemnify you; or
• authorise any repairs or arrange for the replacement of any item except in the case of ‘Emergency
repairs’ (see page 21).
If you do any of the above, we may refuse to pay your claim.

The claim process
We may choose to outsource the management of all or part of the claims process to a dedicated Service
Provider. That provider will always be chosen for their ability to deliver a quality claims service on our
behalf and will be bound and measured by a Service Level Agreement.
Examples of how we may settle a claim

For examples of how we may settle a claim, please refer to the Premium, Excess and Discount Guide
which can be found:
Call us on 13 2423.
How we settle a claim

If we pay your claim we will in consultation with you:
• repair your vehicle where it is practicable and economical to do so;
• replace your vehicle where it is not practical and economic to repair it;
• pay you the reasonable cost you would incur to repair your vehicle if the repair cannot be undertaken
by our repairers; or
• pay you either the agreed value or market value as shown on your current Certificate of Insurance
if it is not practicable or economic to repair your vehicle and a replacement is not commercially
available in Australia.
The process above does not apply to ‘Replacement of a new vehicle after a total loss (new for old)’
benefit because there are specific conditions under that benefit which apply instead (see page 22).
The amount we pay will be reduced by any applicable excess/es and/or outstanding premium.
Depending on the cover you select, we will also pay the cost of the following Cover Benefits and Cover
Options in addition to your sum insured:
• Accidental death (see page 20);
• Baby capsules and child seats (see page 20);
• Domestic pets (see page 20);
• Emergency accommodation costs (see page 21);
• Emergency repairs (see page 21);
• Hire car following theft (see page 21);
• Personal items other than mobile phones, computers, business tools and cash (see page 22);
• Towing and storage costs (see page 24);
• Trailers and caravans (see page 24);
• Transportation costs (see page 24); and
• Hire car following an incident (when this Cover Option is selected) (see page 26).

Proof of loss and ownership
You must provide us with all documents and information that we request and are reasonably necessary
in order to establish:
• that you have suffered a loss or damage; and
• the details and value of that loss or damage.
If you are unable to provide us with proof of loss and ownership to establish the above, you should
contact us to discuss alternative options to demonstrate proof of loss and ownership.
The type of documents and information that we may request as evidence include but are not limited to:
• police reports and/or incident numbers;
• death certificates;
• medical/health statements including doctor, surgeon or veterinarian reports;
• witness statements including witness name/s, address/es and phone number/s;
• details of other drivers and vehicles involved in an incident (including name/s, phone number/s,
address/es and registration number/s);
• damaged items;
• receipts;
• valuation certificates;
• registration papers;
• instruction manuals;
• warranty documentation;
• spare parts;
• original packaging;
• receipts or invoices for previous repairs/servicing;
• telephone and internet records; and/or
• photographs.
If you do not provide us with sufficient proof, we may refuse to pay all or part of your claim.

Choice of repairer
If you lodge a claim with us and we repair your vehicle, we will choose the repairer in consultation with you.
We will nominate one of our recommended repairers to provide us with a quote for the repairs. You can
however, nominate your own repairer. If you nominate your own repairer, you will need to provide us with
a quote from that repairer. We will then consider the quote for matters such as completeness, correct
method of repair and competitiveness.
We may need to inspect your vehicle prior to authorising repairs, in which case we will advise you of
where you need to take your vehicle for inspection.
You must not authorise the repair of your vehicle without our written authority. If you do, we may refuse
to pay for those repairs or require you to contribute to the costs of repair of your vehicle. This does not
apply to ‘Emergency repairs’ (see page 21).
We will decide whether to authorise the repairs to your vehicle to be undertaken by:
• our recommended repairer; or
• your nominated repairer.
If you do not agree to our choice of repairer, we will only pay you the cost we would have paid our
nominated repairer to undertake the repairs to your vehicle. We only accept responsibility for any repairs
authorised by us.
Repair guarantee
We guarantee the quality of workmanship and materials used in repairs authorised by us for as long as
you own your vehicle.
Spare parts
If your vehicle is under 3 years old, we will only authorise the use of manufacturer’s approved parts.
Where your vehicle is more than 3 years old, we will authorise the use of parts that are consistent with
the age and condition of your vehicle at the time of the event, including the use of non-genuine and
recycled parts. Mechanical new or reconditioned components will only be used.
Regardless of your vehicle’s age, we may use non-genuine parts for windscreens, sunroofs, window
glass, radiators and air conditioning components.
The maximum we will pay for any part will be the manufacturer’s Australian list price. If the part is not
available, we may decide to pay you the cash equivalent.
Your contribution
If any repairs to your vehicle leave it in a better condition than it was before the incident, we may ask you
to contribute to the repair cost to the extent of the betterment.

Assist us with your claim
In order for us to process your claim effectively, you must assist us by giving us all the information we
may reasonably require about the event, allow us to inspect your vehicle and interview you in respect of
your claim where it is reasonably necessary to assess your claim. If you do not assist us, we may not be
able to pay the claim or provide cover.
If we or you have the right to recover any amounts from another person, you must assist us and give us
all of the reasonably necessary information and cooperation that we require to investigate, conduct or
commence any recovery action.
Our Rights of Recovery – insured only loss

This section applies where, the loss suffered by you is wholly covered by the policy.
If a recovery of an amount paid by us under this policy can be made from any responsible party, we
will take steps to seek recovery in your name. We will have the sole authority to commence, conduct
and settle any recovery actions and you agree to assist us with any reasonable request we make in any
action for recovery.
Our Rights of Recovery – insured and uninsured losses

This section applies where there are both losses covered by this policy and losses you suffer which are
not covered by this policy (uninsured losses).
By making a claim under this policy, you agree to assign all of your rights to us to take steps to seek
recovery in your name against any responsible party. We will choose to seek a recovery or not seek
a recovery at our sole discretion. This means that we may choose to commence, take over, conduct
or continue a recovery action for both insured and any uninsured losses, without your consent. This
includes the right to opt you in or out of any representative or group proceeding and to settle a matter
on your behalf.
Any recoveries obtained by us from a responsible party will be distributed in accordance with the
relevant provisions set out in the Insurance Contracts Act 1984.
If we choose not to seek recovery, you may commence your own action in accordance with the section
Recovery action by you. Nothing in this policy detracts from any rights we may otherwise have to require
you to commence recovery action on your own.
By making a claim under this policy, you also agree to assign your rights to us to defend in your name
any proceedings commenced against you in respect of an incident covered in whole or in part by this
policy, if we choose to do so.

Recovery action by you
If you intend to seek recovery from a responsible party as a result of an incident covered in whole or
in part by this policy, you must not commence your action until you receive our written consent to
commence any recovery action and you acknowledge that we may impose certain conditions in relation
to that consent. Our consent will not be unreasonably withheld.
If we consent to the recovery action being brought by you, you must seek to recover the loss we have
paid to you under the policy and distribute any recoveries in accordance with the relevant provisions set
out in the Insurance Contracts Act 1984.
If you do not receive our prior written consent, you agree that in accordance with our rights set out
in section Our Rights of Recovery – insured and uninsured losses (see page 50). We can at any time
choose to take over the conduct of any recovery action commenced by you or require you to cease the
recovery action you have commenced.
Nothing in this policy detracts from the rights which we would otherwise have in relation to any recovery
to which you are entitled and for which we have paid you under this policy.
Good and Services Tax (GST)

If you are entitled to claim an Input Tax Credit (ITC) in respect of a cost for which a claim is made, or
would be entitled to an ITC if you were to incur the relevant cost (i.e. replacing a lost or stolen item), the
amount we would otherwise pay will be reduced by the amount of that input tax credit.

What happens after a total loss
Salvage of your vehicle when it is a total loss

If we decide to pay you the sum insured for your vehicle, any parts which can be salvaged from your
vehicle become our property. This includes the proceeds of any sale of that salvage where your vehicle is
returned to you.
We are entitled to any refund of unexpired vehicle registration and Compulsory Third Party Insurance
where permitted by law.
Payment of unpaid premium when your vehicle is a total loss

If we have accepted a claim where your vehicle is a total loss, we consider the policy to be fully
exhausted because we have paid the maximum amount that can be paid under the policy. As premiums
are calculated on annual basis even though we provide the option to pay premiums monthly, we will
consider the annual premium fully earned even if the Period of Insurance has not expired at the time
we pay the total sum insured. If we decide to pay you the sum insured for your vehicle, any outstanding
or unpaid premium will be deducted from the amount we pay. If we decide to replace your vehicle, you
must pay any outstanding or unpaid premium to us.
No return of premium or further cover after a total loss

If we decide to pay you the sum insured for your vehicle, your policy will come to an end, effective from
the date of your claim.
You will not be entitled to any refund of premium for any unexpired period of your policy.
You will not be covered for any event that occurs after the cancellation or expiry of your policy.
Where your vehicle is under finance and a total loss

Payment will first be made directly to the finance company/credit provider noted on your Certificate of
Insurance. The payment will be based on the amount they advise is outstanding.
We will pay up to the sum insured less any applicable excess/es. Any remaining balance of your total loss
claim that is left is then payable to you.
After your claim has been paid, if there is any outstanding debt to your credit provider exceeding
the sum insured (less any applicable excess/es), you will be responsible to the credit provider for the
remaining balance.

Do you have a complaint?
Often, problems can be resolved quickly and simply by talking to us. Please contact us to discuss your
concerns by any of the ways listed on page 59.
If we are unable to resolve your complaint, we will ensure that your complaint is referred to an
appropriate person and receives prompt attention.
If you still remain dissatisfied, our Customer Relations Team can review your complaint.
Call Customer Relations 1800 805 605
Write to:
Customer Relations
Commonwealth Bank Group, Reply Paid 41, Sydney NSW 2001 (no postage stamp required)
Customer Relations has the authority to act independently in dealing with your problem and to respond
to your request for resolution.
When you make a complaint we will:
• acknowledge your complaint and make sure we understand the issues;
• do everything we can to fix the problem;
• keep you informed of our progress;
• keep a record of your complaint;
• give you the name and contact details of a person who works for us, together with a reference
number, so that you can follow us up if you want to; and
• provide you with a final response within 45 days.
If we are unable to provide a final response to your complaint within 45 days, we will:
• inform you of the reasons for the delay; and
• advise of your right to complain to the Australian Financial Complaints Authority (AFCA) and
provide you with their contact details.
External dispute resolution

If you are not happy with the response our Customer Relations Department provides, you can refer
your complaint to AFCA. AFCA offers a free, independent dispute resolution service for the Australian
banking, insurance and investment industries.
To contact AFCA:
Call 1800 931 678
Write to:
Australian Financial Complaints Authority
GPO Box 3, Melbourne, VIC 3001
Visit the website www.afca.org.au

Privacy of your personal information
Your privacy is important to us

We know that how we collect, use, exchange and protect your information is important to you, and we
value your trust. That’s why protecting your information and being clear about what we do with it is a
vital part of our relationship with you.
As a member of the Commonwealth Bank Group (the ‘Group’), Commonwealth Insurance Limited ABN
96 067 524 216 AFSL 235030 (‘CommInsure’) adheres to the Group’s Privacy Policy which can be
found at commbank.com.au/privacy or requested at any Commonwealth Bank branch. We are bound
by the Privacy Act and the Australian Privacy Principles, upon which the Group’s Privacy Policy is based.
What information we collect

The information we collect will vary according to the product or service you request or use. It includes
personal information such as name, age, gender, contact details as well as your financial information. For
example, as you are purchasing an insurance policy the type of information we may collect includes your
full name, date of birth, mailing address, information about the risk you wish to insure and relevant risk
or insurance history. We may also collect from you similar information about others who may be covered
under the insurance policy.
When you are making a claim, information we will collect includes information about the circumstances
of your claim and this may include sensitive information if relevant to your claim. We may also collect
sensitive information at application or renewal. When we need to obtain this sensitive information, we
will ask for your consent, except where otherwise permitted by law.
You must provide us with accurate and complete information. If you do not, you may not meet your
responsibilities and we may not be able to provide you with our products and services.
How we collect information

We collect information about you and your interactions with us, for example, when you request or use
our products or services, phone us or visit us online.
We collect information about you from others, such as service providers, agents, advisers, brokers,
employers or family members. We may collect information about you that is publicly available, for
example, from public registers or social media, or made available by third parties.
We collect and verify customer information in different ways and we will advise you of the most
acceptable ways to do this.
When we interact with you, we are obliged to identify you. We do this by collecting and verifying
information about you. The collection and verification of information helps to protect against identity
theft, money-laundering and other illegal activities.
We may also collect and verify information about persons who act on your behalf, such as a co-insured
or another person you authorise to deal with us in relation to your policy or insurance claim.

How we use your personal information
We collect, use and exchange your personal information so that we can:
• establish your identity and assess applications for products and services;
• price and design our products and services;
• administer our products and services;
• manage our relationship with you;
• contact you, for example if we need to tell you something important;
• conduct and improve our businesses and improve the customer experience;
• verify information you have given us is accurate;
• manage our risks, for example to identify and investigate illegal activity, such as identity theft or fraud;
• comply with our legal obligations and assist government and law enforcement agencies and
regulators; and
• identify and tell you about other products and services that may be of interest to you.
We may also collect, use and exchange your information in other ways where we are permitted by law.
If you have provided your email or mobile phone details we may contact you by email or SMS.
Direct marketing
If you don’t want to receive direct marketing from us, you can:
Call 13 2423; or
email [email protected]
Gathering and combining data to get insights

Improvements in technology enable organisations, like us, to collect and use information to get a more
integrated view of customers and provide better products and services.
The Group may combine customer information it has with information available from a wide variety of
external sources (for example, census or Australian Bureau of Statistics data). Group members are able
to analyse the data in order to gain useful insights which can be used for any of the purposes described
in ‘How we use your personal information’.
In addition, Group members may provide data insights or related reports to others, for example to
help them understand their customers better. These are based on aggregated information and do not
contain any information that identifies you.

Who do we exchange your information with?
We exchange your personal information with other members of the Group so that the Group may adopt
an integrated approach to its customers. We and other Group members may use this information for
any of the purposes mentioned under ‘How we use your personal information’.
We may exchange information with third parties where this is permitted by law or for any of the
purposes mentioned under ‘How we use your personal information’. These third parties may include:
• service providers, for example builders or repairers, restorers, suppliers of goods or services related
to an insurance claim such as assessors, investigators or insurance reference agencies;
• providers of certain outsourced functions, for example direct marketing, document production
facilities, debt recovery and information technology support service providers;
• brokers or agents who refer your business to us;
• anyone named on your policy such as other policyholders or third parties entitled to cover or
benefits under your policy, including mortgagees or financiers;
• any person acting on your behalf, including your financial advisor, solicitor, accountant, executor,
administrator, trustee, guardian, attorney or any person you nominate as authorised to act on your
behalf with respect to your insurance arrangements;
• medical practitioners (where health information is relevant to an interaction with us, for example an
insurance claim relating to personal injury);
• auditors;
• reinsurers and reinsurance brokers;
• government or law enforcement agencies or regulators; and
• entities established to help identify illegal activities and prevent fraud.
In all circumstances where our service providers receive or become aware of personal information,
confidentiality arrangements apply.
Sending information overseas

From time to time we may send personal information to Group members and service providers or other
third parties such as reinsurers who operate or hold data outside of Australia.
Where we send information overseas, we make sure that appropriate data handling and security
arrangements are in place. Australian law may not apply to some of these entities.
We may also send information overseas to complete a particular transaction or where this is required by
the laws and regulations of Australia or another country.
For more information about which countries outside of Australia we may send personal information to,
please refer to commbank.com.au/privacy

To access or view your personal information
You can (subject to permitted exceptions) request access to your personal information by contacting us
by using the contacts listed below. We may charge you for providing access.
Call us on 13 2423
Email [email protected]
For more information about our privacy and information handling practices, please refer to the
Commonwealth Bank Group’s Privacy Policy, available on our website.
Making a privacy complaint

We accept that sometimes we can get things wrong. If you have a concern about your privacy you have
the right to make a complaint and we will do everything we can to put matters right.
We’ll review your situation and try to resolve it straight away. If you have raised the matter already and it
hasn’t been resolved to your satisfaction, please contact:
Customer Relations
Commonwealth Bank Group, Reply Paid 41, Sydney NSW 2001 (no postage stamp required)
Call 1800 805 605
Visit commbank.com.au/feedback
For further information on how to make a privacy complaint and how we deal with your complaint
please refer to the Commonwealth Bank Group’s Privacy Policy, available on our website.

Financial Claims Scheme & General
Insurance Code of Practice
Financial Claims Scheme
This product is a protected product under the Financial Claims Scheme (FCS). The FCS protects certain
individuals in the event of an insurer becoming insolvent. In the unlikely event of Commonwealth Insurance
Limited becoming insolvent you may be entitled to access the FCS, provided you satisfy the eligibility
criteria. More information about the FCS and eligibility criteria is available by visiting www.fcs.gov.au
General Insurance Code of Practice

The General Insurance Code of Practice has been designed to raise the customer service standards in
the Australian insurance industry and protects the rights of policyholders. Developed in concert with
consumers, business and the insurance industry, the Code is the general insurance industry’s promise to
be transparent, fair, efficient, honest and timely in the way it deals with all its customers.
Whether you are buying insurance, making a claim or have a complaint, the Code of Practice lets you
know the standards of customer service you can expect from the insurance industry.
CommInsure is proud to be a signatory to the Code.
To read the General Insurance Code of Practice or obtain additional information, visit
codeofpractice.com.au

How to contact us
If you have any questions or would like further information, contact CommInsure:
Call our Customer Service Centre and/or Claims Department on 13 2423
Email [email protected]
Visit any branch of the Commonwealth Bank
Write to:
PO Box 315, Silverwater, NSW, 2128.
You can also visit our website at commbank.com.au/insurance
National Relay Service

The National Relay Service may assist anyone who is deaf or has hearing or speech impairment:
TTY/Voice: 133 677
SSR: 1300 555 727

Notes

CIL1995 050421

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Car

The information in this PDS will help you to:

How this policy works 2 Comprehensive Cover – Cover Options 25

Glossary3 Driver age restriction 25

Summary of cover 5 Hire car following incident 26

Summary of maximum limits 7 Optional additional basic excess 26

Your car insurance policy 10 Protected no claim bonus 27

How to contact us 59

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 1

This insurance is provided by Commonwealth Insurance Limited (CIL). CommInsure is a registered

We offer 3 types of Car Insurance:

2 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

Accessory/accessories Domestic pet/s

• tinted windows; • a Declared driver.

• tow bar; or Excess

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 3

You, your, yourself

4 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 5

Driver age restriction

6 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

If we pay a claim under this cover, the following limits apply:

Comprehensive Cover Maximum Limit

Accidental death – See page 20 $10,000 in total per claim

Domestic pets – See page 20 Up to $1,000 per claim

Emergency repairs – See page 21 Up to $800 per claim

Hire car following theft – See page 21 Up to:

Legal liability – See page 18 Up to $20 million in total per claim

Personal items other than mobile phones, Up to:

Temporary cover for a replacement vehicle – Up to 14 days

Theft of keys – See page 19 Up to $2,000 per claim

Trailers and caravans – See page 24 Up to $1,000 per claim

Transportation costs – See page 24 Up to $500 per claim

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 7

Hire car following an incident – Cover Option – Up to:

Or a daily allowance of $30 if a hire car is not

Protected No Claim Discount – Cover Option – 1 claim per Period of Insurance

Third Party Property Damage, Fire and Theft Cover

Third Party Property Damage, Fire and Maximum Limit

Damage from an identified uninsured driver – Up to $5,000 per claim

Legal liability – See page 29 Up to $20 million per claim

Temporary cover for a replacement vehicle – Up to 14 days

8 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

Third Party Property Damage Cover Maximum Limit

Damage from an identified uninsured driver – Up to $5,000 per claim

Legal liability – See page 33 Up to $20 million per claim

Temporary cover for a replacement vehicle – Up to 14 days

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 9

Your policy commences if:

Your policy is your contract of insurance with us and consists of:

More than one policyholder

Cooling off period

10 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

You must tell us if there are changes

If you do not tell us about changes, we may:

Car Insurance Product Disclosure Statement (PDS) – 5 April 2021 11

12 Car Insurance Product Disclosure Statement (PDS) – 5 April 2021

What is your duty?

When does the duty apply?

How this policy works 2 Comprehensive Cover – Cover Options 25

Glossary3 Driver age restriction 25

Summary of cover 5 Hire car following incident 26

Summary of maximum limits 7 Optional additional basic excess 26

Your car insurance policy 10 Protected no claim bonus 27

How to contact us 59