About this Privacy Notice
This privacy notice is made available to you by the administrator and the provider of your product, as identified below (collectively, “we”, “us”, “our”). Please read this privacy notice to understand how we, collect, use and protect the personal information that you provide to us in the context of our provision of products and services to you.
We are committed to preserving the privacy of our customers in accordance with applicable data protection law.
Who We Are
TWG Services Limited, registered in England & Wales, company number 1883565, registered office Twenty Kingston Road, Staines upon Thames, Surrey TW18 4LG, authorised and regulated by the Financial Conduct Authority.
Provider for insurance products
London General Insurance Company Limited, registered in England & Wales, company no. 1865673, registered office Twenty Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority; or
London General Life Company Limited, registered in England & Wales, company no. 2443666, registered office Twenty Kingston Road, Staines-upon-Thames, Surrey, TW18 4LG, authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.
Provider for non-insurance products
The Warranty Group Services (Isle of Man) Limited, registered in the Isle of Man, company no. 094279C, registered office St George’s Court, Upper Church Street, Douglas, Isle of Man, IM1 1EE;
Personal Information We Collect from You
We may collect and use the following personal information from you as part of providing our products and services to you:
Name and contact details (e.g. postal address, phone number, email address, company name);
Policyholder information (e.g. policy number, certificate number, bank account number, payment card data, billing and payment history);
Claims information (claim number, date of loss and reason, call history, loss details, police reference number and supporting documentation);
Covered device information (e.g. make, model, serial number, registration number, vehicle identification number);
Records of any correspondence regarding any specific enquiry; and
Feedback that you provide on our products and services (including through customer experience surveys).
Some of our products may involve the confidential processing of more sensitive special categories of data such as medical information. Such data will be processed only for the purposes of meeting our obligations to you and strictly in line with the extra legal protections applying to such data.
You can choose whether you provide this information to us. It may be that we will be unable to provide specific products or services to you if you do not provide certain information to us.
Personal Information We Collect Other Sources
We also collect and use personal information about you from third parties through whom you have procured an insurance or service product.
We will receive your name, contact information (including postal address and phone number), customer number and policy information (e.g., level of cover) from our business partner (through whom you have procured an insurance or service product) to enable us to administer and perform your contract of insurance with us.
We also receive information about you (relating to your identity and previous claims made) from fraud prevention agencies and similar organisations to help us make decisions on insurance policies and claims for you; trace debtors, recover debt, prevent fraud and to manage your insurance policy and any claims; check your identity to prevent money laundering; and undertake additional fraud searches, where necessary in pursuit of our legitimate interests in protecting our business from fraudulent activity and recovering sums due.
How We Use Your Personal Information
We use your personal information for the following purposes:
Administration of your insurance cover or service contract, performance of our obligations towards you and provision of the benefits under the insurance cover or service contract, including claims management. We use your information for these purposes where necessary for the performance of your contract with us.
For statistical analysis, performing internal administrative functions, handling customer enquiries, managing customer relationships, evaluating the appropriateness of our products and services, or to contact you (by post, mobile phone, text, or email) to provide you with information about expiry and renewal dates, important changes to our products and services, or to obtain your views, for example by asking you to complete a customer satisfaction survey. We use your information for these purposes where necessary for our legitimate interests (monitoring and improving our offerings and our customer experience and administering our internal processes) in line with our balancing tests. For more information on our legitimate interests and our balancing tests you can contact us using the contact information below.
For marketing about the products and services provided by our group of companies (which includes The Warranty Group Services (Isle of Man) Limited, TWG Services Limited, Assurant Europe Services B.V., London General Insurance Company Limited, Assurant Europe Insurance N.V. but you may tell us at any time that you wish to stop receiving any such information by contacting us via our Customer Relations Team by emailing: Customer.Relations@thewarrantygroup.com or by clicking on the “unsubscribe” link contained in such messages. We use your information for marketing purposes based on your consent in accordance with applicable data protection law.
Risk evaluation and management (including operational risk), debt recovery, fraud and payment default prevention and evidence management. We use your information for these purposes where necessary for pursuit of our legitimate interests (protecting our business from fraudulent activity and recovering sums due).
Anti-money laundering, anti-terrorism efforts and sanctions screening. We use your information for these purposes where necessary for compliance with our legal obligations.
How We Share Your Personal Information
Your personal information may be disclosed to the following parties on a need-to-know basis:
Other companies in our group of companies.
Suppliers of products or services (including consultants, couriers, and repairers) engaged by you or by us in the purchase or performance of the insurance cover or service contract.
Other insurance companies (for example reinsurers) and recognised centralised insurance industry claims review systems where your details may be checked and updated.
Your automobile dealership or manufacturer.
Other organisations and public bodies including law enforcement agencies in order to prevent or detect fraud or other criminal activity and to satisfy our legal and regulatory obligations where required and allowed under the applicable data protection law. For example, if you give us false or inaccurate information and we suspect fraud, we record this with fraud prevention agencies.
An acquirer, successor, or assignee of our company as part of any merger, acquisition, debt financing, sale of assets, or similar transaction, or in the event of an insolvency, bankruptcy, or receivership in which information is transferred to one or more third parties as one of our business assets.
International Data Transfers
With respect to the aforementioned purposes, your personal information may be transferred outside the European Economic Area in accordance with applicable data protection law. For example, we may transfer your personal information to countries that have been deemed to provide adequate protections for personal information (such as the Isle of Man). In other cases, these transfers will be secured by standard contractual clauses adopted by the European Commission to ensure an adequate level of security and protection. This is, for instance, the case with respect to the transfer of personal information to the United Kingdom (following the United Kingdom’s withdrawal from the European Union) and the United States of America. You may request information about these international transfers, and/or request to obtain a reference to the safeguards used to protect the personal information or a copy of those safeguards using the contact details provided below.
How Long We Keep Your Personal Information
Your personal information will in principle be retained no longer than necessary for the aforementioned purposes. This means that your personal information will in principle be retained no longer than 7 years after termination or cancellation of your insurance cover or service contract to respond to questions, complaints or enquiries. However, we may retain your personal information longer if this is required to comply with a law or regulation to which we are subject or necessary for us to protect or exercise our rights, to the extent allowed under applicable data protection law.
We have in place appropriate legal, organizational, physical and technical measures to protect personal information in conformity with applicable data protection and security law. As required by applicable law, when we retain a third-party service provider to process personal information on our behalf, that provider will be required to (i) use measures to protect the confidentiality and security of the personal information and (ii) process the personal information only as directed by us.
Pursuant to applicable data protection law, you have a right of notice, access, data portability, rectification, restriction of processing, erasure of the information we hold about you, as well as a right to withdraw your consent, an objection right and the right not to be subject to a decision which is based solely on automated processing where that decision produces a legal effect or otherwise significantly affects you. Please be referred to this webpage of the European Commission for further information on these rights. Please note that the exercise of such rights is not absolute and is subject to the limitations provided by applicable law.
To obtain a copy of your personal data held by us, for more information on the rights to your data or to exercise one of your data rights please contact us as indicated below.
How to Contact Us
For general queries, please contact our Customer Relations Team by emailing: Customer.Relations@thewarrantygroup.com
For data protection queries, please contact us at email@example.com or by writing to us: Box 22542, 1100 DA, Amsterdam, The Netherlands,
You may address a complaint or question concerning the processing of your personal information at the above-mentioned contact details. You may also lodge a complaint with your local data protection authority in the country where you live, work, or where you consider the problem has occurred.