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Privacy Policy

We are Animal Friends Insurance Services (AFI) of No.1 The Crescent, Sun Rise Way, Solstice Park, Amesbury, SP4 7QA. AFI is the Controller of the personal data that you provide to us.

Animal Friends Insurance is a trading name of Animal Friends Insurance Services Limited (Registered in England #3630812, VAT #975288368), authorised and regulated by the Financial Conduct Authority. Financial Services Register No. 307858.

The privacy and security of your personal information is very important to us. We want to assure you that your information will be properly managed and protected whilst in our hands. Please read this policy carefully as it explains how we collect and use your personal information.

1. What personal information do we collect about you?

We collect and use personal information you submit in the process of applying for pet insurance cover and any subsequent claims. We may also collect information about you if you have a query about any of our products and services.

We collect:

Contact Details such as your name, address, telephone numbers and email

Your Date of Birth and Age if relevant to the policy

Contact Details of other persons who will act on your behalf and are named on your policy. Please ensure you have their permission to do this.

Identification Details: In some circumstances we may need to verify who you are.

Financial Information such as your bank details, credit or debit card number and expiry date for the collection of premiums and payment of claims.

Call Recordings for training and monitoring purposes.

Live Chat transcriptions for training and monitoring purposes.

Chatbot transcriptions when you request a call back from an agent.

Website Use We also collect information about your use of our website, such as your IP address and information obtained through our use of cookies. See our Cookie section for further details.

Sensitive personal information

For certain products (e.g. Horse Rider Insurance) we may need to process sensitive personal data. This could include details of your current or former physical or mental health.

Where we collect any sensitive personal data about you we do this with the sole purpose of supplying you with an insurance policy or administering claims. Be aware, with our Horse Rider Insurance, you may not be able to purchase the product without providing this information.

We will collect information from the following sources:

  • you or someone connected to you as part of a quotation, claim or enquiry
  • a Pawtal user (usually your Vet) who will submit information about your claim
  • price comparison websites, if you have obtained a quotation for a policy with us. The information you provide is shared with us. The information in this notice will apply in addition to any information given to you by that price comparison website about the use of your personal information
  • third party service providers with whom we have a relationship
  • publicly available sources of information, such as social media and networking sites
  • third party databases made available to the insurance industry.

 

To provide you with services relating to an insurance quotation and/or insurance policy:

We collect and use personal information to allow us to give you a quote or to process your purchase of a policy. We also use your information in dealing with renewals and to improve our understanding of our products and services and of your interests. We will use it to manage your insurance policy, including claims handling, issuing policy documentation to you, and providing you with the services described in your policy documents.

To administer and improve our services:

Keeping records about you and our correspondence with you as well as your current and past quotes, insurance policies and history of claims. This is so that we can appropriately and effectively manage our relationship with you (such as informing our pricing structure) as well as satisfy any legal and regulatory obligations we may have to keep such records.

To comply with applicable legal or regulatory requirements

Where we need to use your personal information to establish, exercise or defend our legal rights, for example when we are faced with any legal claims or where we want to pursue any legal claims ourselves.

Preventing and detecting fraud, financial crime and money laundering. We may use your personal information to prevent fraud and in doing so may:

  • collect personal information about you from publicly available sources (such as social media and networking sites)
  • share your personal information with fraud prevention agencies. Your personal information may be checked with and recorded by a fraud prevention agency. If false or inaccurate information is provided and fraud is identified, details may be passed to the fraud prevention agency. We may share your personal information with operators or registers available to the insurance industry to check information you provide. We may pass information relating to your insurance policy and any incident to the operators of these registers, their agents and suppliers
  • use any personal information obtained about you, or anyone you have provided us information about, to carry out the above profiling activity as part of our investigations into fraudulent behaviour. Should fraud be identified as a result of such profiling activity, this could result in the rejection of an application for insurance, a claim and/or voidance of your policy

Providing sales information to third parties, such as a price comparison website, which you may have used to purchase a policy with us.

Carrying out processes such as statistical and trend research and analysis which may include computerised processes which profile you. This is to better understand, predict and forecast our customers’ or prospective customers’ preferences and to improve the products and services we offer.

Anonymising and combining the personal information you have given us to understand more about you, create new products and services and help us with our marketing.

Recording and monitoring calls for training purposes, to improve the quality of our service, to help us deal with queries or complaints from you and to prevent and detect fraud and financial crime.

We use CCTV recording equipment in and around our premises for monitoring and security purposes.

For Marketing Purposes

From time to time we would like to contact you about our products and services which we believe may be of interest to you.

There will be times when we will require your permission to provide information about our products and services. For example, when the information provided is not in relation to an enquiry made about our products or services.

We will not contact you unless you have given your explicit consent and opted-in to receive details in relation to the products and services we offer.

If you have given us consent, your information may be used by us to keep you informed by post, telephone, email or other means, of other products, offers, and services we believe may interest you. We use a trusted third party to send you this information, either by email or SMS.

You can ask us to stop contacting you about our products and services by unsubscribing at any time.

We undertake profiling for marketing purposes by aggregating elements of your personal data and matching this data against other sources to find similar profile individuals. If you do not want Animal Friends to use your personal data in this way, you can opt out of  this profiling activity at any time by emailing marketing@animalfriends.co.uk.

In order to handle your personal information, we must have a legal reason for doing so. We may process your information on the following bases:

Such processing is necessary to enter into or perform a contract with yourself. This includes providing you with services relating to an insurance quotation and/or insurance policy such as:

  • assessing your insurance application and arranging your insurance policy;
  • managing your insurance policy including claims handling and issuing policy documentation to you;
  • providing you with the services described in your policy documents.
  • to use your sensitive personal information (usually health data).

You have consented to such processing. You have given us your explicit permission:

  • to contact you about other products and services that we may think would be of interest to you.

We have a legal obligation to perform such processing: Where we have a justifiable reason, such as:

  • keeping records about you and our correspondence with you as well as your current and past insurance policies and history of insurance claims. This is so that we can appropriately and effectively manage our relationship with you as well as satisfy any legal and regulatory obligations we may have to keep such records
  • preventing and detecting fraud, financial crime and anti-money-laundering. We and/or your insurer may use your personal information to prevent fraud
  • sharing your personal information with fraud prevention agencies. Your personal information may be checked with and recorded by a fraud prevention agency. If false or inaccurate information is provided and fraud is identified, details will be passed to the fraud prevention agency. This information will be accessed and used by AFI, law enforcement agencies and other organisations to prevent fraud and money laundering. We use insurance industry databases such as the Claims and Underwriting Exchange where you make a claim so that we can check your claims history is correct including the Insurance Fraud register.

We have a legitimate interest to perform such processing such as:

  • where we have an appropriate legitimate business need to use your personal information, for example developing and improving our products and services or developing our brand. We will ensure that our business need does not interfere with your rights and freedoms and does not cause you any harm.

When we process any special category data, such as personal data revealing information about your health status we will fulfil a secondary lawful basis in processing your data as follows:

  • For a substantial public interest in the provision of insurance
  • processing is necessary for the establishment, exercise or defence of legal claims
  • You have given your explicit consent

We might share your personal information with third parties outside AFI. For further details of disclosures please see below.

We will not share any of your personal information other than for the purposes described in this Privacy Policy. It will be kept strictly confidential and will only be used for the reasons that we have described.

  • Your veterinary practitioner
  • Independent Veterinary Consultants
  • Medical Experts (this would only occur in relation to Horse Rider Insurance, administering claims, or,with your explicit consent)
  • Our Business Partners. Where we share your personal information with our partners, we will have entered contractual arrangements to ensure your personal information is safe and to protect your privacy.
    • We provide only the information they need to perform their specific services.
    • They may only use your data for the purposes we specify in our contract with them.
    • We work closely with them to ensure that your privacy is always respected and protected.
    • If we stop using their services, any of your personal information held by them will either be deleted or rendered anonymous (subject to applicable law).
  • Our insurer Red Sands Insurance Company Gibraltar, who underwrite all our products and their reinsurers
  • Third party services providers such as:
  • IT suppliers, actuaries, auditors, lawyers, marketing agencies (for the purpose of providing you with information about our products and services and to help manage any reward or loyalty schemes), feedback tools, document management providers, tax advisers and media owners (who place pixels on our website for the purposes of building audiences, optimisation, modelling data and reporting);
  • Online marketing platforms to ensure that online advertisements are not served to you for products and services you already have.
  • other suppliers, providers of goods and services associated with this insurance and/or to enable us to deal with any claims you make such as price comparison websites

We may also disclose your personal information to other third parties where:

  • we are required or permitted to do so by law or by regulatory bodies such as where there is a court order, statutory obligation or at the request of the Financial Conduct Authority, the Financial Ombudsman Service, or, the Information Commissioner’s Office; or
  • we believe that such disclosure is necessary in order to assist in the prevention or detection of any criminal action (including fraud) or is otherwise in the overriding public interest.

Your personal data may be transferred to countries outside the EEA for the purpose of insurance product and service administration. It will always be held securely and handled with the utmost care in line with all principles of UK law.

  • We will only keep your personal information for as long as reasonably necessary to fulfil the relevant purposes set out in this Privacy Policy and in order to comply with our legal and regulatory obligations.
  • The time period we retain your personal information for will differ depending on the nature of the personal information and what we do with it. How long we keep personal information is primarily determined by our regulatory obligations.
  • We typically keep policy and claims records for up to 6 years from the end of our relationship with you. In some cases, such as if there is a dispute or a legal action, we may be required to keep personal information for longer.

We keep copies of our calls for a period of two years

Our website contains links to other websites. This privacy policy only applies to AFI. When you link to other websites, they will be subject to the privacy policies of those organisations.

You have the following rights in relation to our use of your personal information.

The right to access your personal information (Subject Access Request)

You are entitled to a copy of the personal information we hold about you and certain details of how we use it. There will not usually be a charge for dealing with these requests. Your personal information will usually be provided to you in writing, unless otherwise requested, or where you have made the request by electronic means, in which case the information will be provided to you by electronic means where possible.

If you have requested a copy of a phone call, this will be provided on an encrypted memory stick, unless there is a reason you need this in another format.

In some circumstances we might need additional identification. Should this be required, the copy of your identification will be permanently deleted once you have been sufficiently identified.

The right to rectification

We take reasonable steps to ensure that the personal information we hold about you is accurate and complete. However, if you do not believe this is the case, please contact us by using the details shown in your documentation and you can ask us to update or amend it.

The right to erasure

In certain circumstances, you have the right to ask us to erase your personal information, for example where the personal information we collected is no longer necessary for the original purpose or where you withdraw your consent. However, this will need to be balanced against other factors, for example according to the type of personal information we hold about you and why we have collected it, there may be some legal and regulatory obligations which mean we cannot comply with your request.

In some circumstances we might need additional identification. Should this be required, the copy of your identification will be permanently deleted once you have been sufficiently identified.

Right to restrict processing

In certain circumstances, you are entitled to ask us to stop using your personal information, for example where you think that the personal information we hold about you may be inaccurate or where you think that we no longer need to process your personal information.

Right to data portability

In certain circumstances, you have the right to ask that we transfer any personal information that you have provided to us to another third party of your choice. Once transferred, the other party will be responsible for looking after your personal information.

Right to object to direct marketing

You have the right to object processing of your data in certain circumstances, this includes the right to object to direct marketing.

Right not to be subject to automated decision making

Some of our decisions are made automatically by inputting your personal information into a system or computer and the decision is calculated using certain automatic processes rather than our employees making those decisions. These Decisions involve the use of systems, such as our price rating, and are dependent on the information you provide us (for example: postcode, the breed of your pet and its age)

You have a right not to be subject to automated decision-making in the circumstances described above and where automated decision-making used in the assessment of your application or fraud prevention, you can contact us to request that any declined decision is reconsidered. If you want to opt out of automatic decision-making, let us know, although in some circumstances it may mean we can’t offer you a quote or policy as some automated decisions are necessary to provide your insurance policy.

The right to withdraw consent

For certain uses of your personal information, we will ask for your consent. Where we do this, you have the right to withdraw your consent to further use of your personal information. Please note in some cases we may not be able to process your insurance if you withdraw your consent.

Right to lodge a complaint

You have the right to be confident that we handle your personal information responsibly and in line with data protection law.

If you have a concern about the way we are handling your personal data, please let us know using the contact details listed below.

If you feel that we have not responded adequately, you have the right to contact the Information Commissioner’s Office. You can do this by email clicking on the following link  https://ico.org.uk/global/contact-us/email/

Alternatively, you can write to the Information Commissioner’s Office at, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, Telephone: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number.

Please contact our Data Protection Officer if you have any questions about our privacy policy or information we hold about you:

By email at data.protection@animalfriends.co.uk with the subject Data Protection Officer

By post at No.1 The Crescent, Sun Rise Way, Solstice Park, Amesbury, SP4 7QA

Call on 0344 557 0300

From time to time we may need to make changes to this Privacy Policy, for example, as the result of changes in regulation, use of new technologies, or other developments in data protection or privacy laws. You should check our website periodically to view the most up to date Privacy Policy.

This privacy policy was last updated on 18th November 2020