Privacy & Cookie Policy

Information about you

Most of the information we hold about you (and any other named person insured) will have been provided by you, or by someone acting on your behalf.

The personal data we collect can vary but can include:

• Your identity and contact details such as your name, address, telephone number, email address, job title, or other personal information concerning how you have consented to interact with us,
• Your financial and payment data such as your bank account or payment card details, transaction details or other data necessary for processing payments, fraud prevention and other related billing material
• Your insurance policy information, which may include data about information about previous or current claims, your health, criminal convictions, risk information or other special categories of personal data,
• Your profile and usage data, including any passwords to our websites, password protected services, your preferences in relation to receiving marketing materials from us, your other communication preferences, and information about how you use our websites (please refer to our Cookies section below),
• We will collate all information regarding your claim to allow us to undertake a Full Notification Of Loss for your underwriter and to allow us to determine the services we may be able to offer you and to assist with the managing of your claim.
• Technical data including information collected during your visits to our website, the IP (Internet Protocol) address, device IDs, login data, browser type and version, operating system and platform (please refer to our Cookies section below)

We may also collect some data from other sources, such as:

• Our out of hours first notification of loss (FNOL) service (managed by our partner);
• Agencies to verify such things as identity and address, County Court Judgements or HM Treasury sanctions;
• Credit checks (these are “soft” checks that do not affect your credit rating);
• Financial due diligence checks (please note that these do not affect your credit rating however may be visible to view If you choose to log into your credit file).
• Other openly available sources of data and social media where appropriate (e.g., to help to verify claims-related data).

When you call us, we may record your call, to help us with quality assurance and allowing us to monitor the services we provide.

Please ask if you would like more details relating to how we use your data.

How long do we keep your data?

We will retain records after our business relationship has ended for a period of 7 years after which time your data will be securely deleted.

Sensitive personal information

This includes information relating to health, disability, and criminal convictions. Such data will be used only in connection with an insurance quotation or the administration of an insurance contract (e.g., in connection with a claim).

What this information is used for and the basis for using it

To provide our service to you, we need to collect and process personal information about you and disclose it to certain other parties such as Insurers. This information is used to administer any insurance, to deal with a claim and provide appropriate services, to recover debt, etc (where required under a contractual necessity). It will also be used to check for possible fraud, money laundering, or other crime (legal obligation). We and your insurer will not be able to provide the requested services without this data.

This information is held in strict confidence, and we take its protection very seriously, for example, the information you submit is encrypted during transmission.

Who we may pass your information to

• Your insurance broker.
• Your insurance underwriter.
• Other entities in order to deal with a claim which include but is not limited to, hire providers, repairers, investigators, engineers, third party insurers, claims management companies and various service providers such as vehicle damage assessors and repairers, replacement vehicle providers all may need to be supplied with information about you to assist with the managing of your claim.
• The Motor Insurance Database (as required by law).
• LiveChat: The LiveChat system is a platform which allows website visitors to speak to agents (our call centre staff) to discuss an insurance query. This is to provide another contact method to our customers. You can review LiveChat’s privacy policy at: https://www.livechat.com/legal/privacy-policy/
• Financial crime agencies, regulatory bodies, public bodies and government bodies which include but is not limited to the police, courts, local authorities, Driving and Vehicle Licensing Agency (DVLA), Driving Vehicle Agency (DVA), Driving and Vehicle Standards Agency (DVSA) and Department for Work and Pensions (DWP).
• Private institutions such as parking enforcement agencies.
• To detect and prevent fraudulent claims or other activities we may also share with other insurers, financial institutions, fraud prevention agencies, law enforcement agencies which include the police, public bodies, and our regulators (which include the Financial Conduct Authority (FCA), Prudential Regulation Authority (PRA), Employers’ Liability Tracing Office (ELTO), Motors Insurers’ Bureau (MIB) and Information Commissioner’s Office (ICO).
• Anyone who you may have asked us to deal with.

Data Security.

We only store your personal information on servers and computers based in the UK. We may also store your information in paper files.

It is possible some of these organisations listed in “Who we may pass your information to” may transfer your data overseas and this may mean it may not be as secure as in the UK (e.g., a foreign government may forcibly access data), but our contracts with them require that they provide the same level of protection as we do.

How long we keep your information.

We only keep information about you if necessary for reasons as outlined above. Normally, we will delete it at the point your claim closes or up to 7 years in case any claim or legal action arises.

Other persons involved with your contract

If you provide personal data about another person (such as a named rider covered by your insurance, or a passenger injured in an accident), it is your responsibility to ensure you have their agreement to do so and, to inform them of all relevant matters relating to their data, to the terms of any insurance and loan arranged. Or you may arrange for them to contact us.

If you click through to any other website from this one, you will be subject to the Terms and Conditions of that site while you are on it. We accept no liability for any content, products, or services that are accessible from these third-party websites, and we can give no assurance about their security.

We make all reasonable efforts to keep our website and systems free from viruses and other harmful features, but we will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses, or other harmful material that may infect your equipment, programs, or data resulting from your use of our website.

We may also use some third-party software or products to provide you with our services. If we do so and provide third parties of any personal data, you can be sure the transfer is legal and secured. The third parties we use will have their own privacy policies and we recommend that you review them. They will also explain the use of personal information that you submit to them, or which is collected by their website’s cookies or other tracking technologies whilst using their services. We do not accept any responsibility or liability for the privacy practices of such third-party services and your use of these is at your own risk.

Children personal data

We may collect data about children (under 18’s) for example where a child is a claimant, or a party connected to a claim.

Data sharing

We will share your information (including personal data) with third parties only in the ways that are described in this Privacy Policy.

Personnel, suppliers, or subcontractors: We keep your information confidential, but may disclose it to our personnel, suppliers or subcontractors insofar as it is reasonably necessary for the purposes set out in this Privacy Policy. However, this is on the basis that they do not make independent use of the information and have agreed to safeguard it.

Required by law: In addition, we may disclose your information to the extent that we are required to do so by law (which may include to government bodies and law enforcement agencies); in connection with any legal proceedings or prospective legal proceedings; and in order to establish, exercise or defend our legal rights.

Data transmission

Your data is transmitted safely by using encryption. We secure our website and other systems with technical and organizational measures against the loss, destruction, access, change or dissemination of your data by unauthorized persons.

Your rights regarding your personal data we hold

• To receive a copy of this data.
• To ask us to rectify any inaccurate or incomplete data.
• To ask us to stop sending you any marketing communication.
• To complain about our use or storage of it.
• Where we rely on your consent to use this data, to ask us to stop using it or to limit its use or to delete it.

Our contact details relating to data

If you have any query regarding the storage, use, or accuracy of data we hold about you, or to exercise any of your rights, please contact us specifying your request as follows:

The Data Protection Officer, Lancaster Gate Assistance, Suite V, Diss Business Hub, Hopper Way, Diss, IP22 4NG or datacontrol@lgasistance.co.uk

We will tell you if we are unable to comply with your request, or how your request might impact you when you contact us.

Complaints

If after contacting us as above you remain dissatisfied, you have the right to refer the matter to the Information Commissioner's Office ("ICO") - https://ico.org.uk/global/contact-us/

Their address is:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire SK9 5AF

Tel. 0303 123 1133 (local rate) or 01625 545745 (national rate)

COOKIES

Please note that there are no Cookies installed on the Lancaster Gate website.