Privacy Policy

Section for motor insurance customers

What this section covers

This section of our Privacy Policy covers our personal motor policies, high net worth executive motor, commercial vehicle and vehicle breakdown policies provided by Covea Insurance plc.

Definitions used

To help you we have set out here the meaning of certain words and terms used in this section as well as for our products/services.

Disclosure of other people's personal information

Please make anyone whose personal information you have provided to us is aware of this Privacy Policy. You must make sure any information you supply about anyone else is accurate and that they’ve agreed to their information being supplied.

How we use your information

If you have a policy with us or you are considering getting a policy with us, we collect information about you and any joint policyholders when you get a quote for insurance, when you buy or renew an insurance policy from us, when you amend or cancel your insurance policy or when you make a claim under your insurance policy. 

If you are claiming under another person’s policy as a third party claimant, we collect information about you when you make a claim under the insurance policy.

If you are a witness to an event giving rise to a claim, we collect your information to help us handle the claim. 

We only collect information that is relevant and necessary for us to provide the insurance product and to handle claims made under the insurance policy.

If we speak to you on the telephone, we may record calls for training and monitoring purposes to help improve our service and to detect and prevent fraud.

What type of information do we collect?

  • Personal information provided by you, about you and any additional drivers, directly or via the company who sold you the policy:
    • Contact details
    • Date of birth
    • Occupation
    • Homeowner status
    • Marital status
    • Driving licence details
    • Residency status
    • Your overall driving score when you have taken out a policy with telematics
    • Images and videos from dash camera footage
    • Other information about you provided by the company who sold you the policy
  • Financial information provided by you, directly or via the company who sold you the policy:
    • Payment details
    • Details of County Court Judgments (CCJs) and bankruptcy
    • Transactions and payments made to us for your policy
  • Sensitive information provided by you, directly or via the company who sold you the policy:
    • Motoring criminal convictions and offences
    • Health information including medical conditions and associated restrictions on your driving licence
  • Information about what you are insuring and the cover you require provided by you, directly or via the company who sold you the policy:
    • Your vehicle details including the car registration, car make and model, annual mileage, value, class of use, where the vehicle is kept etc.
  • Information about your insurance history provided by you, directly or via the company who sold you the policy:
    • Recent quotes for insurance
    • Your insurance history
    • Claims details
  • Information relating to fraudulent or potentially fraudulent activity provided by fraud agencies and databases or collected from publicly available sources of information:
    • History of fraud
    • Indicators of fraudulent behaviour
    • Investigations into fraud
  • Your credit information provided by credit reference agencies:
    • Your credit history and score
    • Information on the electoral register
  • In addition to the information above, we also collect information from third parties, to assist us in assessing your insurance risk. Some of this information is publically available such as census data. Where required, we also collect information regarding your vehicle from HPI Ltd and the Driver and Vehicle Licensing Agency (DVLA).

Why we use your information

The information we collect may be used by us, our employees and third party insurers and/or service providers who are acting under our instruction, for the reasons detailed below. We must always have a lawful basis for processing your information. When we process your sensitive information, we must always have an additional lawful basis.

For each reason for processing your information, we have set out our lawful bases

Why do we use your information Our lawful bases for processing

Our business's legitimate interest, where applicable

To provide you with a quote

  • Assessing your application for insurance and, if we can, the price and other terms we can offer

Personal Information:

  • Entering into and the performance of a contract
  • Legitimate interest

Sensitive Information:

  • Substantial public interest - insurance
  • To price our products based on your insurance risk and to set policy acceptance parameters to determine when we want to insure certain risks.

To administer and manage your insurance policy

  • Administering the purchase of your policy
  • Managing your policy
  • Processing your insurance premiums
  • Arranging the renewal, cancellation or lapse of your policy

Personal Information:

  • Entering into and the performance of a contract
  • Legitimate interest

Sensitive Information:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To price our products based on your insurance risk and to set policy acceptance parameters to determine when we want to insure certain risks

To handle claims made against an insurance policy

  • Registering your claim
  • Assessing your claim
  • Processing payments for your claim
  • Processing reinsurance recoveries

Personal Information:

  • Entering into and the performance of a contract
  • Legitimate interest

Sensitive Information:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To undertake checks to validate and settle your claim.

To resolve any complaints you may have

  • Register complaints
  • Manage and resolve complaints
Personal Information:
  • Entering into and the performance of a contract
  • Legitimate interest

Sensitive Information:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To investigate and resolve any complaints made.

To recover any debt that you owe to us

  • Recovery of unpaid debts or reimbursement of damages under a contract
Personal Information:
  • Entering into and the performance of a contract
  • Legitimate interest
  • To recover any debt that is owed to us even if we do not hold a contractual relationship with you.

To conduct credit reference checks and to assess your application for credit

  • Verifying your identity
  • Making decisions about credit
Personal Information:
  • Entering into and the performance of a contract
  • Legitimate interest
 
  • To check the details you provide to verify your identity.
  • To check your ability to afford the finance you are purchasing.
To prevent, detect and investigate fraud or money laundering
  • Investigating suspicions of fraud and money laundering
  • Prosecuting fraud
Personal Information:
  • Legitimate interest

Sensitive Information:

  • Substantial public interest - preventing or detecting unlawful acts
  •  To prevent fraud and money laundering.
For management information purposes and internal analysis of products and services
  • Accounting and financial records, analysis and reporting
  • Audit requirements
  • Legal and professional advice
  • Research into market trends and customer demographics
  • Pricing and underwriting models and analysis
  • System security and effective operation
Personal Information:
  • Legitimate interest

Sensitive Information:

  • Substantial public interest - insurance
  • To monitor our business performance and maintain appropriate company records.
  • To develop, manage and improve our products and services.
  • To build and refine our pricing models and ensure we are accurately pricing our products.

For training purposes to improve your customer experience

  • Assessing customer experiences
  • Developing and improving our customer experience
Personal Information:
  • Legitimate interest

Sensitive Information:

  • Substantial public interest - insurance
  • To improve the service we provide to customers.

Insurance Policy Renewals

For all of our annual policies, we will contact you prior to your policy expiration date with details of whether we can provide you with another insurance policy and the price of the policy, if you choose to stay with us.

Some of our policies will automatically renew so that you have continuity of cover. This means you need to contact us advising that you do not wish to renew otherwise the policy will automatically renew. We will always make it clear in your renewal letter if this will happen and we will always give you enough time to notify us of the lapse of your policy.

Fraud prevention and detection

Applying for a quote and holding an insurance policy with us: If you apply for a quote and/or take out an insurance policy with us, we will carry out checks to help us to prevent and detect fraud and money laundering. Some of the checks that we carry out are with fraud prevention agencies and databases.

If we suspect fraudulent behaviour, we may not offer you insurance or we may void your policy.

We will keep a record of individuals and any associated investigations to prevent and detect future fraud or money laundering.

Making a claim: If you make a claim against one of our insurance policies, we will carry out checks to help us to prevent and detect fraud and money laundering. Some of the the checks that we carry out are with fraud prevention agencies and databases.

If we suspect fraudulent behaviour, we may not be able to accept your claim. We investigate potentially fraudulent claims and where appropriate, we will use surveillance to assist our investigation. We appoint fraud investigation and surveillance suppliers to conduct these investigations on our behalf. We also conduct searches with publicly available sources of information including internet searches and social media searches.

We will keep a record of individuals and any associated investigations to prevent and detect future fraud or money laundering.

Fraud agencies and databases: To prevent and detect fraud, we check your details against a range of databases and agencies including other insurers' databases. If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies, fraud databases and other insurers. Law enforcement agencies may access and use this information.

We access and use the information recorded by fraud prevention agencies or fraud databases to prevent fraud and money laundering. These checks are done to identify, predict, investigate and evaluate potentially fraudulent behaviour.

We use the following fraud prevention agencies and databases:

  • CIFAS National Fraud Database
  • CUE (Claims and Underwriting Exchange)
  • IFB (Insurance Fraud Bureau)
  • IFIG (Insurance Fraud Investigators Group)
  • IFED (Insurance Fraud Enforcement Department)
  • IFR (Insurance Fraud Register)
  • NFIB (National Fraud Intelligence Bureau)
  • NCA (National Crime Agency)
  • OFSI (Office of Financial Sanctions Implementation)
  • Lexis Nexis
  • Motor Insurance Database
  • MIAFTR (Motor Insurance Anti-Fraud and Theft Register)
  • DVLA

You can get more information about the CIFAS National Fraud Database here.

Credit checks with credit reference agencies

We will perform credit and identity checks on you with one or more credit reference agencies (CRAs) in the following circumstances:

  • When you apply for an insurance quote with us;
  • Prior to renewals on all existing policyholders;
  • When you apply for credit from us.

To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

We will use this information to:

  • Assess your creditworthiness and whether you can afford to take the product;
  • Verify the accuracy of the data you have provided to us;
  • Prevent criminal activity, fraud and money laundering;
  • Manage your account(s);
  • Trace and recover debts; and
  • Ensure any offers provided to you are appropriate to your circumstances.

We will continue to exchange information about you with CRAs while you have a relationship with us. We will also inform the CRAs about your settled accounts. If you borrow and do not repay in full and on time, CRAs will record the outstanding debt. This information may be supplied to other organisations by CRAs.

When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other lenders.

If you are making a joint application, or tell us that you have a spouse or financial associate, we will link your records together, so you should make sure you discuss this with them, and share with them this information, before lodging the application. CRAs will also link your records together and these links will remain on your and their files until such time as you or your partner successfully files for a disassociation with the CRAs to break that link.

The identities of the CRAs, their role also as fraud prevention agencies, the data they hold, the ways in which they use and share personal information, data retention periods and your data protection rights with the CRAs are explained in more detail at www.transunion.co.uk/crain.

Automated Decisions

Some of our reasons for processing will involve automated decision making. These decisions are set out below. You have a right to obtain human intervention for any of our automated decisions. If you object to an automated decision, we may not be able to offer you an insurance quotation or renewal.

Offering an insurance policy and pricing: We, directly or via the company who sold you the policy ask you a series of questions when you obtain a quote for insurance from us. This is so we can understand the insurance risk that we are being asked to consider and make an underwriting assessment and decision. The information you provide along with other information helps us to decide whether we can offer you a quote and the price you will need to pay for insurance.

We use lots of factors to assess whether we can provide insurance cover, the price of your policy and any other terms of your policy. These factors include, but are not limited to, your age, your vehicle details, your geographical location, claims history, the past performance of the insurance product, information about levels of crime within your postcode area, details about the type of vehicle you are insuring, credit history information, etc.

Based on this information, an automated decision will be produced on acceptability of cover, the price you will need to pay for your policy and any other terms we need to apply.

Validation lists: When we use your personal information to assess your application for insurance and when handling any claims made against the insurance policy, we will check your details against our validation lists.

Validation lists include, but are not limited to, individuals who have made multiple changes to quotes, non-disclosures, defaulted on their direct debit payments or committed potentially fraudulent activity. This is an automated check with an automated decision to decline insurance if you are on the list.

Credit checks: When we carry out credit checks, an automated score is produced by the credit reference agency. We use this to assess the terms and price on which cover may be offered, verify your identity and prevent and detect fraud.

Car telematics – driving score: When you have chosen a motor insurance policy with telematics, we receive your driving score from the company that sold you the policy. We use your driving score to assess the terms on which cover may be offered and if you have a bad driving score, we will add you to our validation lists.

How we share your information

In order to sell, manage and provide our products and services, prevent fraud and comply with legal and regulatory requirements, we may need to share your information with third parties, including:

  • Reinsurers (A reinsurer is a specialist company that we transfer some or all of the insurance risk to (reinsuring)).
  • Our auditors (for management information purposes)
  • Regulators and other industry bodies (A regulator is a body that supervises specific industry or business activity.)
    • Information Commissioner’s Office (ICO)
    • Financial Conduct Authority (FCA)
    • Financial Ombudsman Service (FOS)
  • Fraud prevention agencies
  • Crime prevention agencies, including the police
  • Suppliers carrying out a service on our, or your behalf:
    • We use computer software and technology suppliers that provide systems, software and technology so that we can offer our products and services.
    • When you have windscreen damage and we appoint you one of our approved glass repairers.
    • For some types of damage to your vehicle, we appoint you an engineer to inspect the damage.
    • When you have an incident making it unsafe for you to drive your vehicle, we appoint a vehicle rescue company to collect your vehicle.
    • When you have damage that needs repairing to your vehicle, we appoint you a repairer.
    • When you have damage to your vehicle that cannot be repaired, we appoint a vehicle salvage and disposal supplier.
    • For certain complex claims, it may be necessary for us to appoint solicitors, investigators or specialist agents to handle your claim.
    • We use call centres to support some of our telephone helplines outside of normal working hours so that you can always contact us about your claim.
    • Review providers (such as Trustpilot), to invite you to leave a review of Covea, to enable us to seek customer feedback and help us improve our services.
  • Other insurers, business partners and agents: (These companies are data controllers of your information and you should refer to the relevant company’s privacy policy for how they use your information.)
    • Where applicable, breakdown cover provided by RAC Motoring Services and/or RAC Insurance Ltd.
    • Where applicable, the company you used to purchase the insurance policy.
  • Other UK and EU based Covea and parent companies

Motor Insurance Database

The Motor Insurers’ Bureau (MIB) is the Data Controller for the Claims Underwriting and Exchange Register (CUE) and the Motor Insurance Anti-Fraud and Theft Register (MIAFTR). For more information please visit www.mib.org.uk.

Information about your insurance policy will be added to the Motor Insurance Database (MID), managed by MIB. MIB process personal information about you, this information may include your personal details, good and services, financial details, education and employment details. On occasion MIB may collect special category data such as records of any personal injury claims. The police, the Driver and Vehicle Licensing Agency (DVLA), the Driver and Vehicle Agency (DVA), the Insurance Fraud Bureau and certain other authorised organisations may use the MID and the information stored on it for purposes including:

  • Electronic licensing;
  • Continuous insurance enforcement (to reduce the number of people driving without insurance)
  • Enforcing the law (preventing, detecting, cautioning or prosecuting offenders)
  • Providing government services or other services aimed at reducing the number of uninsured drivers.

MIB’s legitimate interests in providing the CUE/MIAFTR data to the industry is detecting and preventing fraud. By preventing consumers from making multiple or illegitimate claims against insurance policies it will save the insurance industry a considerable sum of money.  This in turn will reduce the cost of insurance premiums for the insurance industry, benefiting the wider consumer public.

The purpose of MIB processing your personal information is to provide access for the insurance industry to the MIAFTR database and facilitate access for the insurance industry to CUE; to enable underwriting decisions to be made by subscribers; validating claim information; verifying facts during a claim investigation; law enforcement to detect suspected cases of fraud; activities relating to the provision or administration of motor insurance policies; the provision of motor vehicle condition history checks (commonly known as "vehicle provenance checks") to trade and general public consumers; and to maintain MIB accounts and records and to promote MIB services and to support and manage MIB employees.

If you're involved in a road traffic accident (either in the United Kingdom, the European Economic Area or certain other territories), insurers and the MIB may search the MID for relevant information.

People (including citizens of other countries) making an insurance claim following a road traffic accident (and their appointed representatives) may also get relevant information which is held on the MID. You can find out more about this from us, or at www.mib.org.uk

Marketing

We do not carry out any direct marketing for customers of this product.

International Transfers

We have detailed third parties that we share your information with in the ‘How we share your information’ section. Some of these third parties may be in countries outside of the European Economic Area (EEA) or other countries that have not been given a Data Protection Adequacy Decision by the UK Government.

Under data protection law, when personal information is being transferred to a country not deemed Adequate by the UK government. We as data controller, are under an obligation to ensure that such transfers are performed in a manner that ensures that your personal information is adequately protected.

In the event that we transfer your personal information to such a country, we will always put in place adequate additional safeguards to ensure that your personal information is protected, such as placing contractual obligations on the third party that we are transferring your information to.

There may be some circumstances where we will be required to transfer your information outside of the EEA or other adequate countries and we will rely on it being necessary for the performance of your insurance contract. For example, claims made abroad where we need to instruct a local supplier so that we can handle your claim.

How long we keep your information for

We only keep your information for as long as is necessary in line with the purposes for which we collected your information. We have set out our general retention periods below however in certain circumstances it will be necessary for us to keep your information for longer, for example when we are required to due to legal obligations or to defend or manage legal claims.

If you get a quote from us but do not take up the policy, we will keep your information for 13 months to support customers returning in the near future and to prevent and detect fraud. If the quote is linked to fraud, we will keep your information for up to 4 years from the expiry date of the quote.

In most cases, we will keep your information for 7 years from the expiry date of the policy or from the settlement/closure of the claim, whichever is the latter. This is applicable if you get a quote from us and you buy the policy, if you have a policy with us, if you make a claim under one of our policies (including if you are a third party claimant) or if you are a witness to an event giving rise to a claim under one of our policies. This is so that we can administer the contract of insurance and handle claims made against the policy.

There are some exceptions to this, for example, we need to keep the information where there has been or is the potential (for example a minor was present at an accident) to have claims from minors and we will hold the data for 21 years and 4 months. This is so that we can handle potential future claims and meet our legal requirements.

If we suspect, detect or investigate fraud or money laundering, information will be held on a case by case basis for up to 7 years.

Your rights

Data protection laws give you certain rights. For details of these rights please click here.

How to contact us

We have appointed a Data Protection Officer who is responsible for overseeing how we handle your information. If you have any questions about our Privacy Policy or the information we hold about you please write to us at:

The Data Protection Officer
Covéa Insurance
Norman Place
Reading
RG1 8DA

Or email: dataprotection@coveainsurance.co.uk