These Conditions of Use outline the terms under which you may access and use HIF Web Chat. It outlines information regarding disclaimers and limitations of liability. Your use of HIF Web Chat constitutes acceptance of these Conditions of Use.

Eligibility for access

HIF web chat is intended solely for use by Australian residents and holders of valid Australian visas who are eligible to purchase our insurance products. To be eligible to use HIF Web Chat you must be 16 years of age or older. HIF has the sole right to determine your eligibility for, and the extent of your access to, HIF Web Chat.

Appropriate use of HIF Web Chat

You must only use HIF Web Chat for the purposes described in these Conditions of Use. You must not use or attempt to use HIF Web Chat to:

  1. Corrupt, damage or interfere with HIF Web Chat or any HIF or third party data, software, hardware, website or information technology systems;

  2. Send any offensive, inflammatory, defamatory, fraudulent or otherwise unlawful information or information that infringes third party rights;

  3. Adversely affect the reputation or public image of HIF; or

  4. Cause annoyance or inconvenience to HIF or any third party.

You acknowledge that HIF can terminate your use of HIF Web Chat if HIF reasonably believes that you have breached these Conditions of Use.


During your Web Chat with an HIF customer experience representative, you may provide personal information including your:

  1. Email address if you would like HIF to email correspondence to you;

  2. Telephone number if you would like an HIF customer experience representative to contact you following the Web Chat to resolve any outstanding issues you may have or for follow up purposes; and/or

  3. Postal address if you would like HIF to post correspondence to you.

In providing HIF your email address, telephone number and/or your postal address, you consent to HIF using your email address and/or telephone number to contact you for the above purposes.


Any personal information (including sensitive information) you provide during the Web Chat will be collected by HIF in its capacity as the Web Chat service provider.. HIF handle the Information it collects about you in accordance with their Privacy Policy. If you provide your Information as part of the HIF Web Chat, it will be collected and used for the purposes outlined in HIF’s Privacy Policy and to provide you with the HIF Web Chat service including to:

  1. Assist you to navigate the HIF website;

  2. Assist you to use HIF Online Member Services;

  3. Answer your queries or resolve any issues you may have regarding HIF’s products and services;

  4. Answer your queries or resolve any issues you may have regarding your HIF cover (including a three point identity check to ensure your privacy is protected); and

  5. Continue to develop and improve the HIF Web Chat service, the HIF website and HIF’s products and services.

In order to maintain the Web Chat service, HIF may disclose your Information to third parties, including technology maintenance and support services providers. You may choose to access and use HIF Web Chat on an anonymous basis and/or nominate an alias for use by the HIF customer experience representative during your Web Chat. However, this will limit HIF’s ability to provide you with customised advice and assistance during the Web Chat session.

HIF’s Privacy Policy contains more information about its privacy practices, including how you can request access to, or correction of, personal information held about you, how you can lodge a privacy complaint and how such complaints are managed. If you provide Information about another person as part of the Web Chat, you must ensure that, prior to providing the Information about that person, the person is aware of how their Information will be handled under these Conditions of Use and that they consent to the handling of their Information in accordance with these Conditions of Use.

Intellectual property rights

You acknowledge that all intellectual property rights (including copyright) regarding HIF Web Chat including the transcripts of any Web Chat (HIF Materials) is owned by or licensed to HIF. You may not otherwise use, copy, change, communicate, sell or otherwise deal with the HIF Materials without HIF’s express prior written consent.


HIF Web Chat is provided to you on ‘as is’ basis and may contain errors, faults and inaccuracies. Subject to the consumer guarantees provided for in consumer protection legislation (including the Australian Consumer Law), HIF makes no representation and provides no express or implied warranty or guarantee about the security of HIF Web Chat, the safety of any file or software associated with it (such as safety from any virus or defects including those that could damage or interfere with any data, software or hardware with which it might be used) or that access to HIF Web Chat will be uninterrupted or fault free. HIF is not able to guarantee that you will have continuous access to HIF Web Chat or that it will be supplied fault free. HIF will not be liable in the event that HIF Web Chat is unavailable to you for any reason including upgrades, preventative or remedial maintenance activities, further HIF reserves the right to suspend or terminate the availability of HIF Web Chat at any time.

Any response provided by an HIF customer experience representative through HIF Web Chat is provided for information purposes only. The materials presented by HIF during a HIF Web Chat session are not intended as medical advice for individual problems and should not be used or relied upon as a substitute for a consultation or visit with your physician or other health care provider. Should you have any health care related questions, please see your doctor or other health care provider promptly.

HIF cannot and does not assume any responsibility or liability for any information you submit while using HIF Web Chat or misuse of information transmitted or disclosed via the Web Chat platform. HIF does not warrant or represent that the information you submit via the Web Chat platform will be protected against loss, misuse or alteration by third parties.

Live chat cookies

If your web browser is set up to accept cookies, a cookie will be stored on your hard drive when you visit HIF’s website. Cookies allow HIF to collect information about your computer, which may include your IP address (a number assigned to your computer when you register with an Internet Service Provider), type of browser, operating system, domain name, and the details of any website which has referred you to this website. HIF uses cookies to track and collect information about whether you have been invited to chat in a session on HIF Web Chat already. Cookies will also allow HIF to recognise your computer while you are on HIF Web Chat. If you would rather not have this information stored on your computer, you can configure your browser so it does not accept cookies. However, if you disable cookies you will not be able to access HIF Web Chat.

Other terms and conditions

These Conditions of Use are in addition to the Disclaimer relating to your use of HIF’s website generally.


HIF will not be responsible or liable for failure to perform any obligation under these Conditions of Use if such failure is caused by the occurrence of any matter beyond its reasonable control. These Conditions of Use are governed by the laws in force in the State of Western Australia, Australia. Both you and HIF irrevocably submit to the non-exclusive jurisdiction of the courts of that State and all courts with jurisdiction to hear appeals from those courts.

These Conditions of Use may be updated from time to time without notice.