Privacy Policy

Section for other individuals who are not customers of Covéa Insurance

What this section covers

This Privacy Policy relates to you as a third party, to include:

  • Third party claimants or individuals otherwise involved in accidents or incidents with our Policyholders
  • Witnesses to an accident or incident
  • Brokers, appointed representatives and other individuals from our business partners
  • Providers of professional services to any of the above parties, such as legal advisors, medical representatives or experts
  • Members of our Customer Panel who do not have a current insurance policy with us

The way we use your information will depend on why we have been provided with it:

  • If you are unsure whether we are the Data Controller of any of your personal information, please contact us and we will be happy to help.
  • If you are using our website, please read the ‘website user’ section.

This Privacy Policy explains how we use the information we process about you and your rights in respect of this information.

Changes to this Privacy Policy

We reserve the right to update this Privacy Policy from time to time. Such changes may be necessary, for example, due to changes or developments in data protection laws, privacy best practice or the introduction of new technologies. You should check our website periodically to view the most up-to-date Privacy Policy. This Privacy Policy was last updated on 20/01/2021.

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.

How to contact us

We have appointed a Data Protection Officer who is responsible for overseeing how we handle your information. Please contact us if you have any questions about our Privacy Policy or the information we hold about you.

Write to us at:
The Data Protection Officer, Covea Insurance plc, Norman Place, Reading RG1 8DA.

Or email: dataprotection@coveainsurance.co.uk

How we use your information

If you are claiming under one of our customers’ policies as a third party claimant, we collect information about you when you make a claim either directly or through your insurer or representative.

If you are a third party claimant whom we are assisting directly following an incident with one of our policyholders, we will process your personal information to allow us to deal with the assessment and repair of your vehicle and provide mobility for the duration of that repair.

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

We only collect information that is relevant and necessary for us to investigate and handle claims made under an insurance policy with us.

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.

If you are a business partner we may use your personal information during the conduct of business between us.

What type of information do we collect?

Depending on our relationship with you, we may collect any of the following –

  • Personal information provided by you, or by your insurer or representative during the claims process:
    • Contact details
    • Social Media username (if you contact us through social media)
    • Date of birth
    • Occupation
    • Marital status
    • Gender
    • Driving licence details 
    • IP address
    • Device type that you are accessing the website from
    • Images and videos from dash camera footage
  • Financial information provided by you, directly or via the company who sold you the policy:
    • Details of incident losses
    • Transactions and payments made in respect of an insurance claim
    • Financial status if relevant to a claims investigation
  • Sensitive information provided by you, directly through your representative or through the conduct of the claims process (for instance through the medical evaluation process):
    • Criminal convictions and offences
    • Health information including medical conditions
  • Information about what you are claiming for provided by you, directly or through your representative:
    • Your vehicle details including the car registration, car make and model, annual mileage, value, class of use, where the vehicle is kept etc.
  • Information regarding your previous claims history

Information relating to fraudulent or potentially fraudulent activity provided by by fraud agencies and databases:

    • History of fraud
    • Indicators of fraudulent behaviour
    • Investigations into fraud
  • In addition to the information above, we may also collect information from third parties, to assist us in assessing your claim. Some of this information is publicly 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).
  • Customer panel
    • Your opinions and feedback if you are a member of our customer panel
  • Business Partners
    • Your contact details such as name, address, telephone number and e mail address
    • Personal information that may assist us in providing hospitality and appropriate social events (for example that someone is a golfer)
Why do we use your information Our lawful bases for processing

Our legitimate business interest, where applicable

To assess and make decisions on your claim

  • Assessing liability and to validate your claim against our policyholder

Personal Information:

  • Legitimate interest

Sensitive Information:

  • Substantial public interest - insurance
  • To assess and pay third party claims made against our policyholder

To provide assistance to third party motor claimants that have agreed for us to deal with their claim directly

  • Assess your vehicle damage
  • Provide repairs to the vehicle
  • Provide car hire during the duration of the repair

Personal Information:

  • Legitimate interest

Sensitive Information:

  • Substantial public interest – insurance
  • To provide vehicle repairs and mobility to qualifying third party claimants that wish to deal with us directly

To review and consider your information as a witness

  • Review and consider your witness statement relating to a claim or incident involving our policyholder  
  • To validate the details of the statement

Personal Information:

  • Legitimate interest

Sensitive Information:

  • Substantial public interest - insurance
  • To assess liability and validate claims made against our policyholder

To consider information provided by professionals and experts during the policy and claim process

  • To consider any information provided in the context of the quoting, setting up and administration of an insurance policy

To consider any information provided in the context of an insurance claim

Personal Information:

  • Legitimate interest

Sensitive Information:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To review and handle third party professional input to the policy issuance and administration process
  • To consider third party professional input to the insurance claim process

For customer research to improve our products and services to our customers

  • Recording your consent to be a part of our customer panel
  • Assessing customer experiences
  • Developing and improving our customer experience
Entering you into a prize draw as a reward for providing your feedback and providing the winner with the prize

Personal Information:

  • Consent
  • Not Applicable

Fraud prevention and detection

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 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 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 may 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 (Driver and Vehicle Licensing Agency)

You can get more information about the CIFAS National Fraud Database at www.cifas.org.uk/fpn.

How we share your information

In order to manage and provide our products and services, for claims management, to prevent fraud and comply with legal and regulatory requirements, depending on your relationship with us 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 behalf:
    • We use computer software and technology suppliers that provide systems, software and technology so that we can offer our products and services.
    • Claims specialist and loss adjusters
    • Where relevant, vehicle inspectors and repairers and vehicle hire companies
    • Solicitors and other legal representatives acting on our behalf
    • Claims arbitrators for the purposes of independently settling motor liability disputes
  • Other insurers, business partners and agents

Marketing

We will not use your personal data for any marketing purposes.

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.

In most cases, we will keep your information for 7 years from the expiry date of the policy to which your information relates or from the settlement/closure of the claim, whichever is the latter. This is applicable 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 to have claims from minors (for example a minor was present at an  accident) 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.

We will keep any call recordings, chatbot transcripts and other forms of electronic communications for up to 7 years in line with the above policy, subject to storage capacity limitations.

Your Rights

Under data protection laws, you have the following rights:

  • You can submit a request to find out about the information we hold about you.
  • You can request some of your personal information to be ported (also known as “data portability”) to yourself or another company.
  • You can request that we correct your personal information if it is incorrect or incomplete.
  • You can request that we delete your personal information (also known as the “right to erasure” or the “right to be forgotten”).
  • You can request that we stop processing your information and only store it (also known as the “right to restrict processing”).
  • You can object to the processing of your personal information if we are processing under the “legitimate interest” lawful basis.
  • If we are relying on consent or explicit consent as our lawful basisyou can withdraw your consent for processing at any time.
  • You can complain to the Information Commissioner's Office about our processing of your personal information www.ico.org.uk/concerns. It’s always best if you speak to us first as we always aim to resolve the issue.

In some cases, we will be unable to comply with your request as a result of our own legal or regulatory requirements but we will always respond to your request and if we cannot comply, we will explain why.

If you would like to know more about your rights, you can find out more information on the ICO’s website here.

You can exercise these rights by contacting us.

Website Users

If you submit an enquiry via the ‘Contact us’ section of our website, we will collect information about you including your name, email address, your vehicle details and details relating to your enquiry.

We will use this information only to respond to your enquiry and for no other purpose. If your enquiry relates to our motor insurance, you should read the relevant section of our Privacy Policy for more information about how we use your information.

Web Analytics & Cookies

When you use our website we automatically collect information about your browsing session such as your IP address and the type of device you are using. Depending on your cookie preferences we may also place cookies for analytical and performance purposes.

For more information, please see our Cookie Policy.

Other websites

Our website contains links to other websites. This Privacy Policy only applies to this website and the services and products we provide; when you link to other websites you should read the separate Privacy Policies on those sites.