Privacy statement

Data Protection Notice

Standard privacy

We care about your personal data

AWP Health & Life S.A – Irish, Qatar & Canada Branch (“we”, “us” “our”), a part of Allianz Partners SAS, is a French authorised insurance company providing insurance products and services on a cross-border basis. Protecting your privacy is a top priority for us. This privacy notice explains what type of personal data will be collected, how and why it is collected and to whom it is shared or disclosed.

Please read this notice carefully and share with any family members covered under your policy

1. Who is the data controller?

A data controller is the individual or legal person who controls and is responsible to keep and use personal data in paper or electronic files. We are the data controller as defined by relevant data protection laws and regulation.
 

2. What personal data will be collected?

We will collect and process various types of personal data about you as follows

  • Full Name
  • Age / Date of Birth
  • Gender
  • Address
  • Contact Details (email address, telephone numbers)
  • Identification Document Number (i.e. Passport Number)
  • Identification Document
  • IP addresses when visiting our webpage without disabling Cookies
  • Nationality
  • Marital Status
  • Occupation
  • Current Employment Information
  • Location data
  • Previous Employment Information
  • Language
  • Signature
  • Results of Criminal Checks relating to prevention of Fraud and/or Terrorist Activities
  • Dependants / Spouse / Partner / Family Details


We will also collect and process “sensitive personal data” about you such as, for example data resulting from medical reports or from death certificates, your medical claims history, details of physical and psychological health or medical conditions, credit/debit card and bank account details.
 

3. How will we obtain and use your personal data?

We will collect and use your personal data that you provide to us and that we receive about you (as explained below) for a number of purposes and with your explicit  consent unless applicable laws and regulations do not require us to obtain your explicit consent, as shown below:

Swipe to view more

Purpose

Your explicit consent?

 

Insurance contract administration (e.g., quotation, underwriting, claims handling)

Yes, where needed.  However, there will be situations where consent is not required for us to process your personal data, for example where we do not collect your health information or in cases of medical emergency.

 

To administer debt recoveries

No

 

To inform you, or permit Allianz Group companies and selected third parties to inform you, about products and services we feel may interest you in accordance with your marketing preferences.  You can change these at any time by contacting us as specified in section 9 below.

Yes

 
To personalize your experience on our website or mobile application by presenting products, services, marketing messages, offers and content tailored to you and to make other decisions about you using computerised technology such as assessing which products might be most suitable for you.

Yes where needed

 

 
When processing claims we may use automated decision making technology to process your health data, in particular if we are processing a claim received from a medical provider where you have received treatment. You have rights to object to such processing by us or appeal any decision made through its use. You can request that a person make the decision on your claim.

Yes, where needed

 

 

Fraud, Money Laundering and Terrorist Financing prevention and detection

No

 

Meet any legal obligations (e.g., tax, accounting and administrative obligations)

No

 

To redistribute risk by means of reinsurance and co-insurance

No

 

As mentioned above, for the purposes indicated above, we will process personal data we receive about you from public databases, your employer, your plan sponsor, third parties such as brokers and business partners, other insurers, medical providers, fraud prevention agencies and investigators, search information providers, loss adjustors, surveyors, intermediaries, delegated authorities and lawyers. 

For those purposes indicated above where we have indicated that we do not require your explicit consent, we will process your personal data based on our legitimate interests and/or to comply with our legal obligations.  Legitimate interests which we use include the recording calls for training purposes and ensuring the network and information security of our systems. We will not use our legitimate interest to process your personal data when your interests, rights and freedoms take priority.

Without your explicit consent, we may also use one of the following grounds:

  • For the protection of your vital interests or the vital interests of another natural person
  • Processing is necessary for the performance of a contract
  • Processing is necessary for compliance with a legal obligation to which the controller is subject
  • Processing is necessary for the establishment, exercise or defence of legal claims or whenever courts are acting in their judicial capacity
  • Where the processing of your personal data is necessary for the legitimate interests of AWP Health & Life S.A – Irish, Qatar & Canada Branch or a third party (unless overridden by your interests, rights or freedoms).

In order to purchase a policy with us, we will need your personal data. Any personal data requested will be adequate, relevant and limited to what is necessary.  If you do not wish to provide this to us, we will not be able to provide the products and services you request, that you may be interested in, or to tailor our offerings to your particular requirements.
 

4. Who will have access to your personal data?

We will ensure that your personal data is processed in a manner that is compatible with the purposes indicated above.

For the stated purposes, your personal data may be disclosed to the following parties who operate as third party data controllers:

  • Public authorities, other Allianz Group companies, other insurers, co-insurers, re-insurers, insurance brokers, medical providers, lawyers, insurance fraud investigators and banks.

For the stated purposes, we may also share your personal data with the following parties who operate as data processors under our instruction:

  • other Allianz Group companies, technical consultants, tied insurance agents
  • insurance administration service providers that allow us to administer your policy and provide our service to you other service providers including claims administration and medical evacuation and repatriation providers
  • T, postal, document management vendors; and
  • Advertisers and advertising networks to send you marketing communications, as permitted under local law and in accordance with your communication preferences.  We do not share your personal data with non-affiliated third parties for their own marketing use without your permission.

Finally, we may share your personal data in the following instances:

  • In the event of any contemplated or actual reorganization, merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of our business, assets or stock (including any insolvency or similar proceedings); and
  • To meet any legal obligation, including to the relevant ombudsman if you make a complaint about the product or service we have provided to you.

5. Where will my personal data be processed?

Your personal data may be processed both inside and outside of the European Economic Area (EEA) by the parties specified in section 6 above, subject always to contractual restrictions regarding confidentiality and security in line with applicable data protection laws and regulations.  We will not disclose your personal data to parties who are not authorized to process them.


Whenever we transfer your personal data for processing outside of the EEA by another Allianz Group company, we will do so on the basis of Allianz’ approved binding corporate rules known as the Allianz Privacy Standard (Allianz’ BCR) which establish adequate protection for personal data and are legally binding on all Allianz Group companies.  Allianz’ BCR and the list of Allianz Group companies that comply with them can be accessed here (https://www.allianz.com/en/). Where Allianz’ BCR do not apply, we will instead take steps to ensure that the transfer of your personal data outside of the EEA receives an adequate level of protection as it does in the EEA.  You can find out what safeguards we rely upon for such transfers (for example, Standard EU Model Contractual Clauses) by contacting us as detailed below.

6. What are your rights in respect of your personal data?

Where permitted by applicable law or regulation, you have the right to:

  • Access your personal data held about you and to learn the origin of the data, the purposes and ends of the processing, the details of the data controller(s), the data processor(s) and the parties to whom the data may be disclosed;
  • Withdraw your consent at any time where your personal data is processed with your consent; 
  • Update or correct your personal data so that it is always accurate;
  • Delete your personal data from our records if it is no longer needed for the purposes indicated above, subject to regulatory personal data retention requirements;
  • Restrict the processing of your personal data in certain circumstances, for example where you have contested the accuracy of your personal data, for the -period enabling us to verify its accuracy;
  • Obtain your personal data in an electronic format;
  • Exercise your right to data portability;
  • You have the right to file to the relevant data privacy authority. For this purpose, relevant data privacy authorities are:
  • The supervisory authority of the country where you are resident
  • Data Protection Commission, Ireland, supervisory authority of the country where we are established
  • CNIL, French data privacy supervisory, to the extent that France is the Country where Allianz Partners has its main establishment, and therefore our lead data privacy authority

You may exercise these rights by contacting us as detailed below providing your name, email address, account identification, and purpose of your request.
 

7. How can you object to the processing of your personal data?

Where permitted by applicable law or regulation, you have the right to object to us processing your personal data, or tell us to stop processing it.  Once you have informed us of this request, we shall no longer process your personal data unless permitted by applicable laws and regulations. 

You may exercise this right in the same manner as for your other rights indicated in section 6 above. 
 

8. How long do we keep your personal data?

The personal data collected, as referred to in section 3 of this Privacy Notice, will be retained for a period of time which is equal to the duration of your policy with us (including any renewals thereof) and for the following 10 years from the date the policy expires, save for cases where a longer retention period is required for possible disputes, requests of the competent authorities or pursuant to the applicable laws. Once the retention period is over the data will be deleted or anonymised.You can contact us if you require further details about our retention periods. We will not hold or process excessive personal data.

If you are not an AWP Health & Life SA – Irish, Qatar or Canada Branch insured member, personal data collected while using ‘LiveChat’ via its website will be stored for a period of 6 months.
 

9. How can you contact us?

If you have any queries about how we use your personal data, you can contact us by email or post as follows:

AWP Health & Life S.A. – Irish, Qatar & Canada Branch
Data Protection Officer
15 Joyce Way
Parkwest Business Campus
Nangor Road
Dublin 12
Ireland
Email:  AP.EU1DataPrivacyOfficer@allianz.com
 

10. How often do we update this data protection notice?

We regularly review this data protection notice.  We will ensure the most recent version is available on our website (www.allianzcare.com) and we will tell you directly when there’s an important change that may impact you.

This privacy notice was last updated on 04/02/2020

How does AWP Health & Life SA use cookies?

Our website uses cookies to record information related to the user and their browsing preferences. This information is important and enables our website infrastructure to deliver fast, secure and reliable functionality to all users. Cookies are set up to store information such as the user's language preference, Broker ID numbers and User ID codes.

User ID codes - These are unique identifiers which are used by our website's activity monitoring tool to determine the number of unique visitors to our site.

Broker ID numbers - These are used to identify and track customer movements on our website, following referral from our brokers.

How to disable cookies?

The information below provides step by step instructions for you to follow should you wish to disable browser cookies. You may choose to delete and block all cookies, however in selecting this option some features of the site will not be fully functional.


Internet Explorer (versions earlier than Internet Explorer 11)

  • Go to the "Tools" menu located at the top of the browser and select "Internet Options" from the drop down list.
  • Choose the "Privacy" tab and slide the settings bar all the way to the top of the gauge to "Block All Cookies".
  • To confirm the new settings select "OK".


Internet Explorer (Internet Explorer 11 and later versions)

  • Click the tools icon located at the top right hand side of the browser (this looks like a cog wheel in latest versions) and select "Internet Options" from the drop down list.
  • Choose the "Privacy" tab and slide the settings bar all the way to the top of the gauge to "Block All Cookies".
  • To confirm the new settings select "OK".


Mozilla Firefox

  • Go to the "Tools" menu at the top of the browser and select "Options".
  • Choose the "Privacy" tab and make your selection from the drop-down menu that begins "Firefox will".
  • Select "Use custom settings for history" and remove the checkmarks from "Accept cookies from sites".
  • To confirm the new settings select "OK".


Google Chrome

  • Go to the Chrome menu icon at the top right hand side of the browser.
  • Choose "Settings" from the drop-down menu and then click on the "Show Advanced Settings" link at the bottom of the page.
  • Select "Content settings" listed under the "Privacy" segment.
  • In the first section called "Cookies" choose the button next to "Block sites from setting any data".
  • To confirm new settings click "Done".
     

Safari (Apple)

  • On the top menu choose Safari>Preferences.
  • Click "Privacy" and select "Always block" under the "Cookies and website data" options.

To confirm the new settings close the window.

Google Analytics

These cookies enable us to recognise repeat visitors to the site. By matching an anonymous, randomly generated identifier, we are able to record specific browsing information such as how you arrive at the site, the pages you view, options you select, app usage and the path you take through the site. By monitoring this information we are able to make improvements to our sites. This information is anonymous and does not record personal information about users. This information is collected solely for the purpose of improving usability and browsing experience of the site. http://www.google.com/intl/en/policies/privacy/
 

Voice Search

Allianz Care have created an entity so users can interact via their voice assistants (e.g. smart speakers) conversationally with Allianz Care. Users who engage with Allianz Care via their assistant will not be requested or prompted to share any personally identifiable information. This entity is created to provide “frequently asked questions” (FAQ) information to the user and will never ask for personally identifiable information to be provided, nor will it be recorded.

UK privacy

We care about your personal data

Privacy Notice
AWP P&C SA UK, trading as Allianz Assistance (“we, “us” “our”), a subsidiary company of Allianz Partners SAS, is authorised and regulated by the Financial Conduct Authority in the United Kingdom to provide insurance products and services. Protecting your privacy is a top priority for us. This notice explains how and what type of personal data will be collected, why it is collected and with whom it is shared. Please read this notice carefully.
Data privacy

1. Who is the data controller?

A data controller is the individual or legal person who controls the use of the data and is responsible for keeping it safe. The laws apply to personal data in both paper and electronic files. Allianz Assistance is the data controller as defined by relevant data protection laws and regulations.

2. What personal data will be collected?

Depending on the type of insurance product or service we provide to you, we will collect and process various types of personal data about you:

  • surname, first name
  • address
  • place of residence
  • date of birth (which may be required for fraud detection purposes)
  • gender
  • telephone numbers
  • email address
  • credit/debit card and bank account details

 

Warranty and Roadside Assistance

In the event of a claim under our warranty and roadside assistance products where a hire car is provided, we will collect and process data relating to driving related convictions which may affect our ability to provide a hire car to you.

 

Travel, Homecare and Medical

We may also collect and process special category data about you, such as medical information, where you have purchased a travel or homecare product from us.

3. How will we obtain and use your personal data?

We will collect and use the personal data that you provide to us and that we receive about you (as explained below) for a number of purposes. We provide more information in the following table:

Swipe to view more

Purpose Do we need your express consent?

The administration of products (for example, providing quotes, underwriting, sending details of cover, handling claims)

No

To administer debt recoveries

No

Fraud prevention and detection

No

To meet any legal obligations (for example, tax, accounting and administrative obligations)

No

To redistribute risk by means of reinsurance and co-insurance

No

To enhance, modify, personalise or otherwise improve our services/ communications for the benefit of our customers

No

To enhance the security of our networks and information systems

No

To better understand how people interact with our websites

No

To determine the effectiveness of promotional campaigns and advertising

No

From time to time we may wish to inform you, or permit Allianz Group companies and selected third parties to inform you about products and services that we feel may be of interest to you in accordance with your marketing preferences. However, we can only do this with your express, written consent. You can change your mind about this at any time by contacting us as set out in section 10 below. 

We will process personal data we receive about you from third parties such as brokers and business partners, other insurers and fraud prevention agencies.

We will process your personal data where it is necessary for us to comply with our contractual obligations to you, or where we need to take pre-contractual steps at your request.

We will process your personal data where necessary for the purposes of our legitimate interests. “Legitimate interests” means the interests of our company in conducting and managing our business to enable us to give you the best service/products and the best and most secure experience. For example, we may process your information to protect you against fraud when transacting on our website and to ensure that our websites and systems are secure. When we process your personal information for our legitimate interests, we make sure that we consider and balance any potential impact on you and your rights under data protection laws. Our legitimate business interests do not automatically override your interests – we will not use your personal data where our interests are overridden by the impact on you (unless we are required or permitted by law).

Special category data is personal data which is regarded as more sensitive and so needs greater protection, such as medical records. In the event of a medical emergency or claims under our travel and homecare products, we may need to share this information with selected third parties such as doctors and hospitals. In such circumstances, where necessary to protect your health, we will process and share such data either with your explicit consent or, where we this is not possible, we will do so in order to protect your vital interests.

We will need your personal data and use it for the purposes described above if you would like to buy our products and services. If you do not wish to provide this to us, we may not be able to provide the products and services to you.

4. Who will have access to your personal data?

We will ensure that your personal data is processed in a manner that is compatible with the purposes indicated above.

 

For the reasons stated above, your personal data may be disclosed to the following parties who operate as third party data controllers depending on the type of policy you have bought from us:

  • other Allianz Group companies, industry governing bodies, regulators, fraud prevention agencies and claims databases, for underwriting and fraud prevention purposes;
  • the manufacturer of your vehicle and their franchised dealers and authorised repairers;
  • doctors and other health professionals in the event of a medical emergency; airline companies in the event of repatriation.

 

For the reasons stated above, we may also share your personal data with the following who act as data processors under our instruction:

  • other Allianz Group companies; experts such as technical consultants, lawyers and loss adjustors; repairers vehicle recovery operators, taxi companies and car hire companies in the event of a claim under our warranty or roadside assistance products; ticket sellers under our event cancellation products; third party repairers in respect of our appliance protection products; service companies to discharge operations (claims, IT, postal, document management); and
  • advertisers and advertising networks to send you marketing communications, as permitted under local law and in accordance with your communication preferences. We do not share your personal data with non-affiliated third parties for marketing purposes without your permission.

 

Finally, we may share your personal data in the following instances:

  • in the event of any contemplated or actual reorganization, merger, sale, joint venture, assignment, transfer or other disposition of all or any portion of our business, assets or stock (including in any insolvency or similar proceedings); and
  • to meet any legal obligation, including to the Financial Services and Pensions Ombudsman if you make a complaint about the product or service we have provided to you.

5. Where will your personal data be processed?

Your personal data may be processed both inside and outside of the European Economic Area (EEA) by the parties specified in section 4 above, subject always to contractual restrictions regarding confidentiality and security in line with applicable data protection laws and regulations. We will not disclose your personal data to parties who are not authorised to receive it.

Whenever we transfer your personal data for processing outside of the EEA by another Allianz Group company, we will do so on the basis of Allianz’s approved binding corporate rules known as the Allianz Privacy Standard (Allianz’s BCRs) which set out our commitment to maintain the same high level of protection for personal information regardless of where it is processed. The BCR’s are legally binding on all Allianz Group companies. Where Allianz’s BCRs do not apply, we will instead take steps to ensure that the transfer of your personal data outside of the EEA receives the same level of protection as it does in the EEA. If you would like more information on the BCRs, please see section 10 below.

6. What are your rights in respect of your personal data?

Where permitted by applicable law or regulation, you have the right to:

  • access the personal data held about you and to learn the origin of the data, the purposes and ends of the processing, the details of the data controller(s), the data processor(s) and the parties to whom the data may be disclosed;
  • withdraw your consent at any time where your personal data is processed with your consent; 
  • update or correct your personal data so that it is always accurate;
  • delete your personal data from our records if it is no longer needed for the purposes indicated above;
  • restrict the processing of your personal data in certain circumstances, for example where you have contested the accuracy of your personal data, for the period enabling us to verify its accuracy;
  • obtain your personal data in an electronic format for you or for your new insurer; and
  • file a complaint with us and/or the Information Commissioner’s Office.

You may exercise these rights by contacting us as detailed in section 10 below. 

7. How can you object to the processing of your personal data?

You have the right to object to us processing your personal data, or tell us to stop processing it (including for purposes of direct marketing). Once you have informed us of this request, we shall no longer process your personal data unless permitted by applicable laws and regulations.

You may exercise this right in the same manner as for your other rights indicated in section 6 above.

8. How long do we keep your personal data?

We will retain your personal data for a maximum of seven years from the date the insurance relationship ends. If we are able to do so we will delete or anonymise certain areas of your personal data as soon as that information is no longer required for the purposes for which it was obtained.

9. Automated decision making, including profiling

We may use automated decision making, including profiling, to assess insurance risks, detect fraud, and administer your policy. This helps us to decide whether to offer the insurance and determine prices.

For example, when you buy a travel insurance product, we carry out automated decision making. We may accept or reject a potential policyholder for cover based on their age. We do not offer insurance for customers above a certain age in the UK. If accepted, the automated calculation of a person’s age may be used to calculate the premium payable.

In online medical screening, we ask customers to respond to a series of medical questions. This then determines whether the customer is accepted or rejected for cover and whether the customer needs to pay an additional premium to have their medical condition covered.

If you have any concerns regarding the decision reached, please let us know at the contact details set out in section 10 below and we will arrange for a person to check the accuracy of the result.

10. How can you contact us?

If you have any queries about how we use your personal data, you can contact us as follows:

By post: Data Protection Officer, AWP Assistance UK Ltd, 102 George Street, Croydon CR9 6HD

By telephone: 020 8603 9853

By email: AzPUKDP@allianz.com

We will need details of your name, email address, policy number, and purpose of your request.

11. How often do we update this privacy notice?

We regularly review this privacy notice. This privacy notice was created in October 2018.