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Privacy Policy

Last updated: 23/05/2018

Questor Insurance are committed to protecting and respecting your privacy.

Questor Insurance Services Limited (“We” or “QISL”) are committed to protecting the privacy of the individuals we encounter in conducting our business.

“Personal Information” is information that identifies and relates to you or other individuals (the Data Subject).

Questor Insurance Services Limited is the Data Controller for all Personal Information collected. Questor Insurance is an insurance broker registered with the Financial Conduct Authority (FRN 466942) and the Information Commissioners Office under the General Data Protection Regulation.

Where we are processing your data in relation to an insurance policy that you have purchased, our lawful basis for processing your data, as set out in Article 6 of the GDPR, is for the performance of the contract. The processing of the collected data is necessary for a contract that we have with the individual. If an individual does not wish to provide the necessary Personal Information, Questor Insurance will be unable to offer the individual any insurance policies.

Where we are processing your data for marketing purposes, our lawful basis for doing so is the consent that the data subject has provided. You can change or remove your marketing preferences at any time. Please see “Marketing Preferences” below. A data subject can withdraw their consent at any time.

This Privacy Policy describes how we handle Personal Information that we collect through;

  • This website (the “Site”);
  • Our social media pages
  • Other social media content, tools and applications (our “Social Media Content”)

Collectively, these are referred to below as the “QISL Electronic Services”. We may collect your information through other means (for example, claim forms, telephone calls, emails, other communications, claim investigators, medical professionals, witnesses or other third parties involved in our business dealings with you.

The General Data Protection Regulation provides the following rights for individuals:

  1. The right to be informed;
  2. The right of access;
  3. The right to rectification;
  4. The right to erasure;
  5. The right to restrict processing;
  6. The right to data portability;
  7. The right to object;
  8. Rights in relation to automated decision making and profiling.

If you have any questions about our use of your Personal Information, you can contact our Compliance Team via email: compliance@questor-insurance.co.uk. You can also write to the Compliance Team, Questor Insurance, Third Floor Riverside House, 40-46 High Street, Maidstone, ME14 1JH.

We will only collect data than is necessary for the purpose of the processing.

Depending on your relationship with us (for example, as a policyholder/claimant, non-policyholder insured or claimant, witness, appointed representative or other person relating to our business), Personal Information collected about you may include:

  • General identification and contact information
    Your name; address; e-mail and telephone details; gender; date and place of birth; passwords (including on our systems); activity records, such as driving records; photos; relationship to the policyholder, insured or claimant; and date and cause of death, injury or disability.
  • Identification numbers issued by government bodies or agencies
    Passport number; tax identification number; or driver’s or other license number.
  • Financial information and account details
    Payment card number; bank account number and account details; and other financial information.
  • Medical condition and health status
    Current or former physical or mental or medical condition; health status; injury or disability information; medical procedures performed; personal habits (for example, smoking or consumption of alcohol); prescription information; and medical history.
  • Other sensitive information
    In certain cases, we may receive sensitive information about your trade union membership, religious beliefs, political opinions, family medical history or genetic information (for example, if you apply for insurance through a third-party marketing partner that is a trade, religious or political organization). In addition, we may obtain information about your criminal record or civil litigation history in the process of preventing, detecting and investigating fraud. We may also obtain sensitive information if you voluntarily provide it to us (for example, if you express preferences regarding medical treatment based on your religious beliefs).
  • Telephone recordings
    Recordings of telephone calls to our representatives and call centres. Information to investigate crime, including fraud and money laundering (for example, insurers commonly share information about their previous dealings with policyholders and claimants for this purpose).
  • Information enabling us to provide products and services
    Recordings of telephone calls to our representatives and call centres. Information to investigate crime, including fraud and money laundering (for example, insurers commonly share information about their previous dealings with policyholders and claimants for this purpose).
  • Marketing preferences and customer feedback
    You may let us know your marketing preferences, enter a contest or prize draw or other sales promotion, or respond to a voluntary customer satisfaction survey.
  • Social media account
    We may receive certain Personal Information about you when you use our Social Media Content, including your social media accounts ID and profile picture, and other Personal Information that you provide to us. If you elect to connect your social media account provided by another social media service provider to your account(s) on any of the Questor Insurance Electronic Services, Personal Information from your social media account will be shared with us, which may include Personal Information that is part of your social media account profile or your friends’ profiles.

We use this Personal Information to:

  • Communicate with you and others as part of our business.
  • Send you important information regarding changes to our policies, other terms and conditions, the Questor Insurance Electronic Services and other administrative information.
  • Make decisions about whether to provide insurance; provide insurance and assistance services, including claim assessment, processing and settlement; and, where applicable, manage claim disputes.
  • Process your premium and any other payments.
  • Provide improved quality, training and security (for example, with respect to recorded or monitored phone calls to our contact numbers).
  • Prevent, detect and investigate crime, including fraud and money laundering, and analyse and manage other commercial risks.
  • Carry out market research and analysis, including satisfaction surveys. Provide marketing information to you (including information about other products and services offered by selected third-party partners) in accordance with preferences you have expressed.
  • Identify you to anyone to whom you send messages through the Questor Insurance Electronic Services.
  • Allow you to participate in contests, prize draws and similar promotions, and to administer these activities. These activities may have additional terms and conditions, which could contain additional information about how we use and disclose your Personal Information, so we suggest that you read these carefully.
  • Facilitate social media sharing functionality.
  • Manage our infrastructure and business operations, and comply with internal policies and procedures, including those relating to auditing; finance and accounting; billing and collections; IT systems; data and website hosting; business continuity; and records, document and print management.
  • Resolve complaints, and handle requests for data access or correction. Comply with applicable laws and regulatory obligations (including laws outside your country of residence), such as those relating to anti-money laundering and anti-terrorism; comply with legal process; and respond to requests from public and governmental authorities (including those outside your country of residence).
  • Establish and defend legal rights; protect our operations or those of any of our group companies or insurance business partners, our rights, privacy, safety or property, and/or that of our group companies, you or others; and pursue available remedies or limit our damages.
  • Questor Insurance does not take part in any automated decision making, including profiling.

Due to the global nature of our business, for the purposes set out above we may transfer Personal Information to parties located in other countries (including the United States and other countries that have a different data protection regime than is found in the country where you are based).

We may transfer information internationally to our service providers, business partners and governmental or public authorities.

Any transfers of data outside of the EU are covered by a framework which is appropriate for the data protection regulation within the EU (for example, the EU-U.S. Privacy Shield).

Questor Insurance Services Limited may make Personal Information available to:

  • Other insurance and distribution parties
    In the course of marketing and providing insurance and processing claims, QISL may make Personal Information available to third parties such as other insurers; reinsurers; insurance and reinsurance brokers and other intermediaries and agents; appointed representatives; distributors; affinity marketing partners; and financial institutions, securities firms and other business partners.
  • Our service providers
    External third-party service providers, such as medical professionals, accountants, actuaries, auditors, experts, lawyers and other outside professional advisors; travel and medical assistance providers; IT systems, support and hosting service providers; printing, advertising, marketing and market research and analysis service providers; banks and financial institutions that service our accounts; third-party claim administrators; document and records management providers; claim investigators and adjusters; examiners; jury consultants; translators; and similar third-party vendors and outsourced service providers that assist us in carrying out business activities.
  • Recipients of your social sharing activity
    Your friends associated with your social media account, other website users and your social media account provider, in connection with your social sharing activity, such as if you connect your social media account provided by another social media service provider to your Questor Insurance Electronic Services account or log into your Questor Insurance Electronic Services account from another social media account. By connecting your Questor Insurance Electronic Services account and your other social media account you authorise us to share information with the provider of your other social media account and you understand that the use of the information we share will be governed by the other service provider’s social media website’s privacy policy. If you do not want your Personal Information shared with other users or with your other social media account provider, please do not connect your other social media account with your Questor Insurance Electronic Services account and do not participate in social sharing on the Questor Insurance Electronic Services.
  • Governmental authorities and third parties involved in court action
    Questor Insurance may also share Personal Information with governmental or other public authorities (including, but not limited to, workers’ compensation boards, courts, law enforcement, tax authorities and criminal investigations agencies); and third-party civil legal process participants and their accountants, auditors, lawyers and other advisors and representatives as we believe to be necessary or appropriate: (a) to comply with applicable law, including laws outside your country of residence; (b) to comply with legal process; (c) to respond to requests from public and government authorities including public and government authorities outside your country of residence; (d) to enforce our terms and conditions; (e) to protect our operations or those of any of our group companies; (f) to protect our rights, privacy, safety or property, and/or that of our group companies, you or others; and (g) to allow us to pursue available remedies or limit our damages.
  • Other Third Parties
    We may share Personal Information with payees; emergency providers (fire, police and medical emergency services); medical networks, organisations and providers; travel carriers; credit bureaus; credit reporting agencies; and other people involved in an incident that is the subject of a claim. To check information provided, and to detect and prevent fraudulent claims, Personal Information (including details of injuries) may be put on registers of claims and shared with other insurers. We may search these registers when dealing with claims to detect, prevent and investigate fraud. Personal Information may also be shared by you, on message boards, chat, profile pages and blogs, and other Questor Insurance Electronic Services to which you are able to post information and materials (including, without limitation, our Social Media Content). Please note that any information you post or disclose through these services will become public information, and may be available to visitors and users of the Questor Insurance Electronic Services and to the general public. We urge you to be very careful when deciding to disclose your Personal Information, or any other information, when using the Questor Insurance Electronic Services.
  • After purchase review
    We have contracted with Trustpilot to contact you so that you can provide a review of your experience with us. You will receive an email around 14 days after the start date of your policy. We would be grateful if you could take the time to complete a review as this is invaluable to us in developing our website, products and services. We provide Trustpilot with your email address in order to review and improve our service – this data is processed under the lawful basis of legitimate interests.
    If you have been contacted by Trustpilot and do not wish to be contacted by them again, you can unsubscribe by clicking on the relevant link on the Trustpilot email that you have received.

Questor Insurance will take appropriate technical, physical, legal and organisational measures, which are consistent with applicable privacy and data security laws. Unfortunately, no data transmission over the Internet or data storage system can be guaranteed to be 100% secure. If you have reason to believe that your interaction with us is no longer secure (for example, if you feel that the security of any Personal Information you might have with us has been compromised), please immediately notify us. (See the “Who to Contact About Your Personal Information” section above.)

When Questor Insurance provides Personal Information to a contracted service provider, the service provider will be selected carefully and required to use appropriate measures to protect the confidentiality and security of the Personal Information.

Questor Insurance always takes reasonable steps to ensure that the Personal Information we process is reliable for its intended use, and as accurate and complete as is necessary to carry out the purposes described in this Privacy Policy. Questor Insurance will retain Personal Information for the period necessary to fulfil the purposes outlined in this Privacy Policy unless a longer retention period is required or permitted by law.

If you provide Personal Information to Questor Insurance regarding other individuals, you agree: (a) to inform the individual about the content of this Privacy Policy; and (b) to obtain any legally-required consent for the collection, use, disclosure, and transfer (including cross-border transfer) of Personal Information about the individual in accordance with this Privacy Policy.

We will provide you with regular opportunities to tell us your marketing preferences, including in our communications to you. To tell us your marketing preferences or to opt-out, you can also contact us by e-mail at: assistance@questor-insurance.co.uk or by writing to: Customer Service, Questor Insurance, Third Floor, Riverside House, 40-46 High Street, Maidstone, ME14 1JH. You can also change your marketing preferences in your MyQuestor portal.

  • Receiving e-mail messages and text messages from us:
    If you no longer want to receive marketing-related e-mails or text messages from Questor Insurance on an ongoing basis, you may opt-out of receiving these marketing-related messages by clicking on the link to “unsubscribe” provided in each message or by contacting us at the above addresses.
  • Receiving telephone communications and postal mail from us:
    If you no longer want to receive mobile messages, telephone communications or postal mail from Questor Insurance Services Limited on an ongoing basis, you may opt-out of receiving these marketing-related communications by contacting us at the above addresses.
  • Our sharing of your Personal Information with selected third-party partners for their marketing purposes:
    If you have provided your consent we may share your Personal Information on an ongoing basis with our third-party partners for their own marketing purposes. If you change your mind, you may opt-out of this sharing on an ongoing basis by contacting us at the above addresses.

We aim to comply with all opt-out requests within a reasonable period. Please note that if you opt-out as described above, we will not be able to remove your Personal Information from the databases of third parties with whom we have already shared your Personal Information (i.e., to those to whom we have already provided your Personal Information as of the date on which we respond to the opt-out request). Please also note that if you do opt-out of receiving marketing communications from us, we may still send you other important administrative communications from which you cannot opt-out.

In certain countries, an individual may have the right to access, correct or object to the use of, or request deletion or suppression of Personal Information on certain grounds. Please contact us as set out in the “Who to Contact About Your Personal Information” section above with any such requests or if you have any questions or concerns about how we process Personal Information. Please note that some Personal Information may be exempt from access, correction, objection, deletion or suppression rights in accordance with local privacy and data protection laws.

“Other Information” is any information that does not reveal your specific identity, such as:

  • Browser and electronic device information;
  • Information collected through cookies, pixel tags and other technologies;
  • Demographic information and other information provided by you; and
  • Aggregated information

We and our third-party service providers may collect Other Information in a variety of ways, including:

  • Through your internet browser or electronic device:
    Certain information is collected by most websites or automatically through your electronic device, such as your IP address (i.e., your computer’s address on the internet), screen resolution, operating system type (Windows or Mac) and version, internet browser type and version, electronic device manufacturer and model, language, time of the visit and page(s) visited. We use this information to ensure that the Questor Insurance Electronic Services function properly.
  • Using cookies:
    Cookies are pieces of information stored directly on the computer you are using. Cookies allow us to recognize your computer and to collect information such as internet browser type, time spent using the Questor Insurance Electronic Services, pages visited, language preferences and relevant country website. We may use the information for security purposes, to facilitate navigation, to display information more effectively, to personalize your experience while using the Questor Insurance Electronic Services, or to gather statistical information about the usage of the Questor Insurance Electronic Services. Cookies further allow us to present to you the advertisements or offers that are most likely to appeal to you. We may also use cookies to track your responses to our advertisements and understanding your online behaviour and search journeys.

Please note that we may use and disclose Other Information for any purpose, except where we are required to do otherwise under applicable law. If we are required to treat Other Information as Personal Information under applicable law, then, in addition to the uses listed in the “Other Information We Collect” section above, we may use and disclose Other Information for all the purposes for which we use and disclose Personal Information.

This Privacy Policy does not address, and we are not responsible for, the privacy, information or other practices of any third parties, including any third party operating any site or service to which the Questor Insurance Electronic Services link. The inclusion of a link on the Questor Insurance Electronic Services does not imply endorsement of the linked site or service by us or by our group companies.

Please note that we are not responsible for the collection, usage and disclosure policies and practices (including the information security practices) of other organizations, such as Facebook, Twitter, Apple, Google, Microsoft®, RIM/Blackberry or any other app developer, app provider, social media platform provider, operating system provider, wireless service provider or electronic device manufacturer, including any Personal Information you disclose to other organizations through or in connection with the Questor Insurance Services.

The Questor Insurance Electronic Services are not directed to individuals under the age of eighteen (18), and we request that these individuals do not provide Personal Information directly through the Questor Insurance Electronic Services.

If you are concerned that we have breached a privacy law or code binding on us, please send an email to compliance@questor-insurance.co.uk. We aim to respond in a reasonable time (usually no later than 5 working days). Our Compliance Team will handle your complaint and will give you additional information about how it will be handled.

You also have the right to complain to the Information Commissioner’s Office (ICO) if you believe we have not handled your request in an appropriate manner. For more information, please see: www.ico.org.uk/concerns.

We review this Privacy Policy regularly and reserve the right to make changes at any time to take account of changes in our business and legal requirements. We will place updates on our website.

Please look at the "LAST UPDATED" date at the top of this Privacy Policy to see when it was last revised.

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