Privacy statement

For the purposes of the General Data Protection Regulation (GDPR) and following the transposition of the Data Protection Bill, the Data Processor, in relation to any personal data you supply, is One Call Claims Limited.

Section 1 – Who we are:

In this Privacy Notice, ‘we’, ‘us’ and ‘our’ refers to One Call Claims Limited. You can ask for further information about our use of your personal information, by contacting our Data Protection Officer either by email at [email protected] or by post at Unit 1, Carolina Court, Doncaster, DN4 5RA – Please include your full name, policy number, reference number, registration number or postcode where possible to allow us to locate your file.

One Call Claims Limited is a joint data controller and is registered as such with the Information Commissioners Office under registration number Z2600838. One Call Claims Limited is a UK registered company; authorised and regulated by the Financial Conduct Authority (FCA) and operates from the registered business address as noted above.

All personal information provided by you is held securely and in confidence by us in our computerised and other records. When we process your personal information we do so in a lawful and fair way and in compliance with the terms of the regulations. We maintain strict security standards and procedures with a view to preventing unauthorised access to your data. We use leading technologies to protect the security of your data.

Stage 2 – What information we process:

We process your information in order to administer, pursue or defend a claim on your behalf.

We may receive personal information about you from any of the following sources:

You, your insurance intermediary or your insurance underwriter
someone you have authorised to handle a claim on your behalf
third parties such as credit reference or insurance fraud representatives (for example, to confirm your personal data or previous claim history)
publicly available sources of information, such as social media and networking sites;
third party databases made available to the insurance industry such as but not limited to the Claims Underwriting Exchange (CUE) and the Motor Insurance Database (MID);
from insurers, witnesses, third parties and solicitors (e.g. details relating to an incident that is the cause of a claim);
from the Driver and Vehicle Licensing Agency (DVLA) when performing a license check (please see the “Driving License Checks” part of this document);
functional cookies on the onecallclaims.co.uk website to assist in the functionality of the live chat service. These cookies are used to remember visitor information on the website, e.g. language, time zone, enhanced content.

The information we receive may consist of the following personal data:

personal information about you such as your name, address, contact details and date of birth
information about what and/or who is included in your insurance policy, such as vehicle details and named drivers, your home and business
any special categories of data, e.g. information about to your health and/or previous convictions – please see the “Special Categories” information below;
your claims and credit history
details of previous insurance cover
details of any complaint should there be a need to make one
driving licence information, national insurance number (optional) and/or a DVLA driving licence check code – please see the “Driving Licence” section of this notice for further details;

Special categories

Some of the personal information we ask you to provide may be sensitive (special category) as defined in the legislation, e.g. you may have to give us information about your medical history, criminal convictions and driving offences. We are allowed under the legislation to collect such information for specified “insurance purposes” without your specific consent but it will only be used for the purposes set out in section 3.

In some cases, we may not require medical information, for example you may have a medical condition that the DVLA does not need to be aware of or your policy type may not require medical information, therefore we will not ask for this information. However, if the information is volunteered by you when contacting us, we may keep a note of this on your file in order to allow us to make any necessary adjustments to assist you further during future correspondence. These adjustments will be made in line with the 2010 Equality Act and the Financial Conduct Authority rules on dealing with potentially vulnerable consumers. If you would not like us to note this information on your record, please make this clear during any contact to us.

Driving licence checks

If you provide your driving licence number (optional), national insurance number (optional) and/or a DVLA check code, this information may be passed to the DVLA, the HMRC (His Majesty’s Revenue and Customs) and DWP (Department of Work and Pensions) in order to confirm your identity, your (or any named driver’s) licence status, entitlement, relevant restrictions and endorsements/conviction data. Undertaking searches using this information will help us to prevent fraud and check the information is correct on your policy.

Section 3 – How we will use your information:

The collection and use of information (also known as processing) such as your name, address, date of birth, claims history, what/who you insure, medical conditions and conviction details are necessary to provide you with a claims service. Without this information, we will be unable to provide claims services. We process information based on consent (if given), legal obligations and for the purposes of legitimate interest. We also collect information for the following reasons:

to assess your financial standing
to verify the information provided including the claims history of persons named on the policy now or in the future
to confirm your identity
to prevent, detect and investigate crime, including fraud and money laundering
to administer, handle, establish, exercise and defend claims
to assist with claim enquiries
to facilitate our quality and compliance monitoring
carrying out statistical and trend research and analysis which may include computerised processes which profile you. This is to better understand, predict and forecast claims trends and preferences and to improve the services we offer.
in order to recover any outstanding debts owed to us
recording calls for training and monitoring purposes, to improve the quality of our service, to help us deal with queries or complaints from you and to prevent and detect fraud and financial crime.
We may also use CCTV recording equipment in and around our premises for monitoring and security purposes.

Stage 4 – Who we might share your information with:

Your information may be used for the purposes of insurance claim administration by us, its associated companies and agents, by reinsurers, by your insurance intermediary or underwriter. It may be disclosed to regulatory bodies for the purpose of monitoring and or enforcing our compliance with any regulatory rules/codes. Your information may also be used for research and statistical purposes and crime prevention.

We may also share your personal information with:

other organisations where we have a duty to or are permitted to disclose your personal information by law (e.g. if we received a valid request from the police or other third party organisation in the interest of preventing and detecting crime)
fraud prevention agencies and operators of registers available to the insurance industry to check information and prevent fraud
OCL Solicitors who will assist in pursuing and defending claims; their registered address is First Floor, Unit 1, Carolina Court, Doncaster, South Yorkshire, DN4 5RA;
other third parties if you have given us your permission to do so or there is sufficient reason to believe they are acting on your behalf;
with operators or registers available to the insurance industry to check information you provide. These include the Claims and Underwriting Exchange Register and Motor Insurance Anti-Fraud and Theft Register. We may pass information relating to your insurance policy and any incident to the operators of these registers, their agents and suppliers
credit reference agencies to check your credit history. This check will be recorded on your credit reference file without affecting your ability to apply for credit or other financial products
another company, if our business or part of it is bought or taken over by that company to ensure your insurance policy can continue to be serviced or as part of preliminary discussions with that company about a possible sale or take over. You will be notified of this prior to any change or transfer
organisations that have a specific role laid out in law such as statutory bodies, regulatory authorities, auditors, ombudsman and other authorised bodies;
other insurers, business partners, agents or carefully selected third parties providing a service to us or on our behalf, such as: processing our mail, taking payments, sending texts, providing IT systems and administrative services. For more information about these companies, please contact our Data Protection Officer;
debt collection company One Call Debt Recovery to recover money you may owe us;
the third party company WhosOn who provides our online live chat software. For information about how they process and store your data, please visit www.whoson.com/privacy.

Claims management

In the event of a claim, we may need to disclose information to the third party representatives in order to best deal with your claim. We may also share your information with any other party involved in that claim such as third parties, their insurer, solicitor or representative and medical teams, the police or other investigators. We also may have to investigate your claims and conviction history.

In the case where we need to share data about you outside of the UK, we will ensure that your personal data is kept securely, is only used for the purposes set out in this Privacy Policy and is afforded equivalent protection as it would be if it were processed in the UK.

Section 5 – How long do we keep your data:

Your personal data will be held on record for 21 years and 4 months for the purposes for which it was originally collected and for the purpose of defending a legal claim or to process an outstanding insurance claim.

This enables us to help you should there be any issues relating to the insurance cover provided.

Your personal data will be deleted and erased after this period.

Stage 6 – Your rights and access to your information:

You have a number of rights concerning the personal information we use, these include the right to:

ask for access to and a copy of your personal information, this is also known as subject access. Please see the “Subject Access” section for more information;
ask us to correct the personal information.
ask us to delete the personal information. Please see the ‘Deleting Data’ ‘section for more information.
ask us to restrict the use of your personal information. Please see the ‘Restrict Data’ section for more information.
object to the use of your personal information. where you have previously given us your permission to use your personal information withdraw that permission.
complain to the Information Commissioner’s Office at any time if you object to the way we use your personal information. For more information please go to www.ico.org.uk
object to any automated decision including profiling
request information for transfer to another company, also known as data portability

Subject access

To request a copy of your data and make a formal ‘subject access request’ please contact us via email [email protected] or write to us at Data Protection Officer, Unit 1, Carolina Court, Doncaster, DN4 5RA. Please include your full name, date of birth, address and postcode. We may request further information to validate your identity before the request is processed.

The information requested will be sent within 30 days unless the requests are complex or numerous in which case, we may extend this time by a further 2 months. We will notify you if this is the case.

There will be no charge for a request for data however, if it can be demonstrated that the requests are excessive, repetitive or frivolous, we may charge a reasonable fee or choose to refuse your request.

Deleting data

You can request that we delete your personal data from our systems

We may choose to refuse your request if we believe that:

We have a legal obligation to keep your data or;
It is required for the purposes of processing outstanding insurance claims or;
It is required for establishing or defending a legal claim.

Restrict data

You can request that we temporarily stop the processing of your personal data if you believe that:

We should not process your data whilst we are in discussions with you regarding a disagreement over the accuracy of your personal data or;
We have processed your personal data in a manner which you believe is unlawful but rather than wanting us to delete your data you would prefer us to take another course of action to rectify your issue or;
We no longer require the data but you do not wish us to remove it from our systems as you require it for establishing or defending a legal claim.

If such a restriction is put in place, then we will not process your data without informing you first that the reason for the restriction has been lifted.

Exceptions to this are that we can continue to process your data as follows:

Storing your data or;
Using it for processing any insurance claims that you have made or;
Using it for the purposes of establishing or defending a legal claim or;
Using it for the protection of the rights of another person.

Section 7 – Important Information

Please note that if you give us false or inaccurate information it may invalidate your insurance policy or could affect the amount we pay to settle any claims you make under the policy.

If any information we hold is inaccurate, please contact us or your intermediary to update your personal data.