Pet insurance privacy and security


Introduction

We recognise our responsibility to treat the information we obtain about you with care. Please take a few minutes to read this section carefully as it contains important information relating to the details that you've given or should give to us. It explains how we may use your details and tells you about the systems we have in place that allow us to detect and prevent fraudulent applications and claims. The savings that we make help us to keep our premiums low. You should show this notice to anyone covered under your insurance policy.

We use personal information about you to provide you with a quote. Some of the personal information we ask you to provide may be sensitive.

We will use your data for statistical analysis and in the administration of your policy if you decide to buy.

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Fraud prevention and detection

To keep our premiums as low as possible, we participate in a number of insurance industry initiatives to prevent and detect crime. As a valued customer, we think you'll appreciate the steps we're taking to provide the best insurance cover.

To prevent and detect fraud we may at any time:

  1. share information about you with other organisations and public bodies including the police;
  2. check and/or file your details with fraud prevention agencies and databases. If you give false or inaccurate information and we suspect fraud, we'll record this. We and other organisations may also use and search these agencies and databases from the UK and other countries to:
    • help make decisions about the provision and administration of insurance, credit and related services for you and members of your household;
    • trace debtors or beneficiaries, recover debt, prevent fraud, and to manage your accounts or insurance policies; or
    • check your identity to prevent money laundering, unless you give us other satisfactory proof of identity;
  4. undertake credit searches and additional fraud searches.

We can supply on request further details of databases we access or contribute to. To prevent fraud and to ensure that any payments or refunds can be paid to you, we keep your credit/debit card details for the duration of your policy. By providing your details, you consent to us doing this.

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Pet insurance

If you apply for esure pet insurance, your details will be passed to BDML Connect Limited, AXA Insurance UK plc and Brit Insurance Limited to enable them to provide this product. They may also use your information to make similar fraud prevention and detection checks to those described above.

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Claims

If you make a claim we may need to give information about you and your policy to other people such as vets, other suppliers and investigators. They'll only use the information to help us with your claim.

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Information on products and services

We, and our agents worldwide, will hold and use the information you've given us to provide the insurance services you asked for and for statistical analysis. Your information will always be protected by strict security and will only be used by our agents in accordance with our instructions. We may contact you by post, email, phone or SMS to keep you informed about other products and services offered by the HBOS Group and for market research purposes, unless you've chosen not to receive such communications. If you would prefer us not to contact you, and haven't previously told us, please write to the Data Protection Officer, esure, The Observatory, Reigate, Surrey, RH2 0SG or email us at DPO@esure.com. Please make sure you include your full name, address and date of birth. If you choose to email us, we are unable to take responsibility for any loss of data during transit.

You have the right to ask us for a copy of the information we hold about you in our records. You'll need to pay a small fee for this information. You have the right to ask us to correct any inaccuracies in your information.

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Renewal information

Before the renewal date of your policy, we will provide you with details of the terms on which your policy may be renewed. We reserve the right to change underwriter and third party administrator at renewal.

If you pay your premium by Direct Debit, your existing policy may be automatically renewed. You will be notified of this before your policy expires and you will be given details of the renewal terms including any change in your policy cover. If you do not wish to renew your policy, you should tell us before your renewal date. If you do not tell us and your policy is renewed, we will continue to make deductions from your bank account for the new premium.

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Compensation arrangements

AXA Insurance UK plc and Brit Insurance Limited is covered by the Financial Services Compensation Scheme (FSCS). In the unlikely event that any firm providing insurance goes out of business or into liquidation, you may be entitled to compensation from the scheme.

Generally the FSCS may arrange to transfer a policy to another insurer, provide a new policy or, if these actions are not possible, provide compensation. Further information about compensation scheme arrangements is available from the FSCS at 7th Floor Lloyds Chambers, Portsoken Street, London, E1 8BN. Tel: 020 7892 7300 or http://www.fscs.org.uk.

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Regulatory status

esure pet insurance is arranged and administered by BDML Connect Limited, registered at The Connect Centre, Kingston Crescent, Portsmouth, PO2 8QL. BDML Connect Limited is authorised and regulated by the Financial Services Authority, number 309140.

esure Services Limited acts as an introducer to BDML Connect Limited, is registered at The Observatory, Reigate, Surrey, RH2 0SG and is authorised and regulated by the Financial Services Authority, number 312063.

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Telephone calls

We may record telephone conversations to offer you additional security, resolve complaints and improve our service standards. Conversations may also be monitored for staff training purposes.

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Security

We believe that security is of the utmost importance to our customers, and we have what we believe are the most secure systems on the market.

We use the latest encryption technology, SSL or Secure Socket Layer, which protects your payment details and all your personal information. We're also registered with Verisign, a leading internet security company. To verify the site security, click on the padlock shown on the bottom right of the screen during the quotation process. This is proof of our commitment to ensuring your security. 

Padlock image

If you pay for your policy by credit card (but not by debit card), then you will also have the additional protection of the Consumer Credit Act. Your maximum liability on your credit card is £50 in the event that it's lost or stolen or used fraudulently and your liability stops as soon as you notify the credit card company that the card has been lost or stolen or used fraudulently.

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Cookies

We use sessional and persistent cookies to help us to enhance the level of service we provide to you. We use sessional cookies to record the areas of the site you visit and the length of time you spend viewing them. They don't identify a user by name. Your browser keeps track of sessional cookies as long as it's running, but deletes them when it's shut down.

We use 30 day persistent cookies if you come to our site from an affiliate site, as a means of tracking the effectiveness of our online advertising. These cookies don't identify a user by name, and are only used to record what site you came from and whether you return to the site within 30 days.

If you object to a cookie being placed on your computer, please adjust your browser to let you know when a cookie is issued or you can choose to have them disabled (although this will prevent us from providing you with a quote), though we may still use your personal data for statistical analysis and, if you decide to buy, in the administration of your policy. Please refer to the website http://www.aboutcookies.org for more detailed instructions on how to control or delete cookies.

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