Privacy Policy

The personal data we collect and process includes:

- Identity: title, name, date of birth, your pet’s name

- Contact: email address, postal address and telephone numbers (current and previous)

- Financial: bank details

- Transaction: details about payments to and from you and other details of policies (including any claims), products and services you have with us.

- Profile: usernames or passwords for any online accounts you have set up with us

- Usage: Information about how you use our website, policies, products and services

- Technical: Data from you visiting our websites such as:

• IP addresses
• Browser type and version
• Domain
• Device type

Aggregated Data

We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.

Special Category Data

We will only hold special category data if this is information you have volunteered to us and provided consent for which will help us service your insurance contract with us more efficiently.

If you fail to provide personal data

Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with an insurance quote and/or policy). In this case, we may have to cancel a product or service you have with us, but we will notify you if this is the case at the time.

We use different methods to collect data from and about you including through:

Direct interactions. You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

• apply for our products or services;
• create an account on our website;
• subscribe to our service or publications;
• enter a survey;
• engage with our social media posts;
• request marketing to be sent to you; or
• give us feedback or contact us.

Automated technologies or interactions. As you interact with our website, we will automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies and other similar technologies. Please see our cookie policy https://www.agriapet.co.uk/cookie-policy/ for further details.

Third parties or publicly available sources. We will receive personal data about you from various third parties and public sources as set out below:

- Technical Data:

(a) Analytics providers such as Google Analytics; and

(b) HotJar tracking software.

- Identity and Contact Data:

(a) affiliate you used who introduced you to us such as your breeder, vet, rehoming centre, micro-chipper or service dog provider.

We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising:

Promotional offers from us

We may use your Identity, Contact, Technical, Usage and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you (we call this marketing). You will receive marketing communications from us if you have requested information from us or used any of our services and you have not opted out of receiving that marketing.

Third-Party Marketing

We will get your express opt-in consent before we share your personal data with any third party for marketing purposes.

Opting out

You can ask us or third parties to stop sending you marketing messages at any time by checking or unchecking relevant boxes to adjust your marketing preferences or by following the opt-out links on any marketing message sent to you. Where you opt out of receiving these marketing messages, this will not apply to personal data provided to us as a result of a product/service purchase, product/service experience or other transactions.

We may sometimes use an automated decision-making tool to assess claims where they have met a specific criterion. We utilise the information resulting from this to complete the assessment and make payment. You can ask for human intervention at any time by contacting info@agriapet.co.uk. We may sometimes use your data for profiling solely for ensuring we are contacting you with regard to the most relevant products or services to meet your needs. We may also use speech analytics on recorded telephone calls to help us identify vulnerable customers and complaints, deliver training and ensure quality control however, this data is reviewed manually.

We may share your data outside the UK, however we do not transfer any data outside of the European Economic Area (EEA). Any personal data shared outside of the UK and The Channel Islands is done so in line with the relevant data protection laws.

- General Third Parties:

• Our approved suppliers and contractors in order to be able to service our insurance policies effectively.
• Our insurers, legal advisors or other third parties who need access to it in the context of managing, investigation or defending claims or complaints.
• Our partner or affiliate where you were originally introduced to us in relation to your insurance policy e.g. your vet, breeder, rehoming centre, microchipping organisation or service dogs provider.
• Your vet and/or therapist, to allow them to up-date your records that your pet/horse is insured with us and/or, if they are going to treat your pet/horse, to contacts us about your policy.

- Specific Third Parties:

• Ecclesiastical Insurance Office plc in relation to any third party liability insurance cover you have within your insurance policy for your dog.
• Catalyst Marketing Consultants for the purpose of customer market research.
• Meta Platforms Inc, Google and LinkedIn for the purpose of providing advertisements relating to Agria products and services.

- Other:

• Regulatory or government bodies including police forces, local authorities or council, fraud prevention agencies, The Financial Conduct Authority, The Prudential Regulation Authority, the Swedish Financial Supervisory Authority (Finansinspektionen), The Financial Ombudsman Service, The Jersey Financial Service Commission (JFSC),  Channel Islands Financial Ombudsman (CIFO), Jersey Office of the Information Commissioner (JOIC) and His Majesty’s Revenue & Customs (HMRC) when it is necessary to do so to ensure compliance with relevant legislation.

We require all third parties to respect the security of your personal data and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal data for their own purposes and only permit them to process your personal data for specified purposes and in accordance with our instructions.

All individuals have rights under data protection legislation which are listed below. Agria have measures and processes in place in order to deal with any requests made when exercising these rights.

- Your right to access the personal data we hold on you

You can request all personal data we hold on you. You have the right to contact us to request this using one of the contact methods stated below. We will review this and provide you with the information we have at the earliest opportunity, however, if the request is complex, we will contact you within 30 days to explain this and we may charge a fee for this if the request is excessive and/or manifestly unfounded.

- The right to rectification if your personal data is inaccurate or incomplete

We strive to ensure that we have the most accurate and up to date data, however, please advise us as soon as possible, if any of the information we hold on you is inaccurate and we will rectify it.

- The right to erasure

You can request that your personal data is removed or deleted where you believe that there is no legal basis or compelling reason for this to be processed any longer.

- The right to restrict the processing of your data

You have the right to request that the processing of your data is restricted in circumstances such as when you contest the accuracy of the data or when the processing is unlawful.

- The right to obtain and reuse your personal data for your own purposes across different services or organisations if this is technically viable.

- The right to object to the processing of your personal dataif you do not want it processed for the purposes of direct marketing or if the data is not being processed with the legal basis of legitimate interests.

- The right to withdraw your consent.

If you have provided us with your explicit consent to process your data, you can withdraw this at any time.

- The right to lodge a complaint about the processing of your personal data with a Supervisory Authority.

The relevant Supervisory Authority is The Information Commissioners Office (ICO) for the UK or The Office of the Information Commissioner (JOIC) for Jersey, please visit their website which advises you of the best method to contact them, www.ico.org.uk or www.jerseyoic.org. We would, however, appreciate the chance to deal with your concerns before you approach the ICO or JOIC, so please contact us in the first instance.

We will keep your personal data and telephone conversations for a period of 6 years after you cancel your policy or after the last claim is closed, whichever is the latter. We are required to retain your data for the amount of time as required by law or in order to defend potential legal claims. For all personal data that we retain, we consider the amount, nature and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

We have a Data Protection Officer who has a high level responsibility for monitoring compliance with all relevant data protection regulations and is the lead contact for liaison with The Information Commissioners Office (ICO) and The Office of the Information Commissioner (JOIC).

To exercise any of your rights mentioned above or with any specific queries on the personal data we hold on you, please contact us by post or email using the below details:

The Data Protection Officer

Agria Pet Insurance Ltd

PO Box 506,

Manchester,

M28 8EN

Email: info@agriapet.co.uk