At your request, KOBA will give you, free of charge, access to any information that KOBA relied on in assessing your application for insurance, or in handling your claim, or in responding to a complaint.
The information you may access includes:
- documents and information KOBA relied on to accept or deny your claim,
- copies of your product disclosure statement and insurance,
- copies of any reports from service suppliers or external experts that KOBA relied on, and
- copies of any recordings and/or transcripts of any interaction KOBA had with you that we relied on.
KOBA may refuse to give you access to information in the following circumstances:
- where a law - for example, the Privacy Act 1988 - says KOBA does not have to;
- in the case of a claim where the claim is being or has been investigated, and giving access would have an unreasonable impact on the privacy of other individuals or government agencies, or
- if doing so may be prejudicial to KOBA in relation to a complaint or a dispute about your insurance Policy or your claim - however, even in this circumstance KOBA must give you access to any external experts' reports that it relied on (excluding investigator reports).