Privacy Policy

Section for vehicle warranty customers

What this section covers

This section of our Privacy Policy covers our vehicle warranty insurance 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 buy, amend or cancel a Motor Vehicle Warranty product underwritten by us, we collect information about you to allow us to record the details of the policy with us. We also collect and record information related to any claims that you make.

We only collect information that is relevant and necessary for us to provide the insurance product and record claims data.

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:
    • Full Name and title
    • Address
    • Telephone numbers (home; Mobile; Business)
    • Email address
  • Information about what you are insuring:
    • Your vehicle details including the car registration, car make and model, annual mileage and details of any vehicle related claims made under your Motor Vehicle Warranty product
  • Information relating to fraudulent or potentially fraudulent activity provided by fraud agencies and databases:
    • History of fraud
    • Indicators of fraudulent behaviour
    • Investigations into fraud

Why we use your information

The information we collect may be used by us, our employees and Group companies for the reasons detailed below. We must always have a lawful basis for processing your information. 

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 administer and manage your insurance policy

  • Administering the purchase of your policy
  • Managing your policy as the insurer of your policy
  • Processing your insurance premiums
  • Making any required amendments to your policy

Personal Information:

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

Sensitive Information if collected:

  • 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
  • Analysing claims information
  • Processing reinsurance recoveries

Personal Information:

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

Sensitive Information if collected:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To claims information.

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 if collected:

  • Establish, exercise or defend our legal rights
  • Substantial public interest - insurance
  • To investigate and resolve any complaints made direct to us.
To prevent, detect and investigate fraud or money laundering
  • Investigating suspicions of fraud and money laundering
  • Prosecuting fraud
 Personal Information:
  • Legitimate interest

Sensitive Information if collected:

  • 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 if collected:

  • 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.

Fraud prevention and detection

Holding an insurance policy with us: If we suspect fraudulent behaviour, we may not offer you insurance or we may void your policy.

When you take out an insurance policy with us, we may 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.

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 may appoint fraud investigation 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 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.

How we share your information

In order to administer 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 administer your Vehicle Warranty product.
    • We use Cloud based computer storage companies to store data
  • Other insurers, business partners and agents: (The following companies are data controllers of your information and you should refer to the relevant company’s privacy policy for how they use your information.)
    • The Vehicle Warranty product is sold and administered through WMS Group Ltd and we exchange your personal data with them
    • Other UK and EU based Covéa Companies -
      • Covéa Insurance Services Limited
      • MMA IARD - (a French based Group Company who may take some or all of the insurance risk on a reinsurance basis)
  • In the event of a merger or acquisition or sale or transfer of any of our business or assets, your personal information may be disclosed to the prospective buyer or other party involved. Your information will only be used by them upon transfer to fulfil the original purpose for which it was collected, and you will be made fully aware of the details of the transfer.

Marketing

We will not use your personal information for direct marketing purposes nor provide your data to any other parties for that purpose.

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.

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 or from the settlement/closure of the claim, whichever is the latter, If you have a policy with us, if you make 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.

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

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. Please contact us if you have any questions about our Privacy Policy or the information we hold about you please write to us at: dataprotection@coveainsurance.co.uk.