This document sets out the conditions under which we may process any information that we collect from you, or that you provide to us. In the context of the law and this document, “process” is defined as collecting, storing, transferring, using or otherwise acting on information.
Our policy complies with the U.K.’s Data Protection law, including the EU General Data Protection Regulation (GDPR). It also aims to comply with the law of the countries or legal jurisdictions in which we do or aim to do business. The law requires us to tell you about your rights and our obligations to you regarding the processing and control of your personal data. These topics are covered below and we also advise that you read the information provided at www.knowyourprivacyrights.org.
Some or all of the information you supply to us in connection with your insurance claim will be held in house and may be passed to other parties for claims purposes. You have a right of access to see personal information about you that is held in our records. If you have any queries, please write to the ICA’s GDPR representative.
Except as set out below, we do not share, sell, or disclose to a third party, any information collected through our website or by our staff.
The basis for collecting certain information, some of which may contain personal details, is to enable ICA Ltd to effectively conduct work as defined by our business, and any information processed is done on the basis that we have a contractual obligation with you and will use the information only within defined business parameters.
When we have a pre-existing business relationship, or when we are nominated as your surveyor, or you otherwise agree to our terms and conditions, a contract is formed. To carry out our obligations under that contract we must process the information you give us, and do so on the basis that there is a contract between us, or that you have requested we use the information to effectively conduct business relating to insurance claim handling. We may use your information to:
Verify your identity for security purposes
Verify your banking details
Provide you with our services, which may include providing you with suggestions or advice on claims
We shall immediately stop processing your data when the contract between us ends or is terminated by either party under the terms of the contract. Under usual circumstances our contract is ended upon the completion of your claim. Should there be a legitimate reason for us to change the way we use or process your information, we are required by law to inform you. If you do not object, you consent to that change.
Consent is either implied or explicitly given.
Implied consent is given when you contact us by e-mail, to which you would reasonably expect us to reply.
You give explicit consent when we directly obtain your consent to process your information. Your explicit consent is also obtained during standard business practices that enable us to effectively assist in the process of your insurance claim, should we require pertinent information that was not passed to us by your insurance provider.
Implicit consent is given when your information is passed to us by your insurance provider, who, has nominated us to assist in handling your insurance claim.
To maintain good business practice, we will not contact you without prior notification from your insurance provider.
We do not conduct “cold calling” to obtain your business or request your personal information.
If you have given us explicit permission to do so, we may from time to time pass your (claim related) information to selected third parties, such as claims surveyors, solicitors or repair experts, who may provide services that will expedite the resolution of your claim. Prior to disclosing your information we will obtain your permission. The only exception will be where we are required or permitted to do so by law.
We may transfer your information to companies in other countries, however this will only be done if it relates specifically and directly to your claim, and you will be informed accordingly. Information sharing is done on the basis that recipients provide an adequate level of protection. In such cases we will ensure it is kept securely and used only for the purpose for which you provided it.
Although we do not disclose your information to any third party except as set out in this document, we receive data containing your information from third parties (your insurance provider) to process your claim at their request.
We will not freely hand over or sell your personal information to third parties such as marketing companies for financial gain.
You may review or update personal information that we hold about you at any time. You can also request that any personal information is removed from our records. This can be done by contacting us by phone or sending a request via email.
When we receive a request to access, edit or delete personal identifiable information, reasonable steps will be taken to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information. Provided your request is reasonable and there is no legal basis for us to retain it, then, at our discretion we may agree to your request to delete personal information that you have posted.
After receiving a request, we will advise you when we expect to provide you with the information, and whether we require any fee for providing it to you.
By law we are obliged to store your information until the statutory period for keeping any such records has expired. Except where an agreement is reached that your information is disposed of in a suitable manner, we keep your personal information only for as long as required by us:
to provide you with the services you have requested;
to comply with other law, including for the period demanded by our tax authorities;
to support a claim or defence in court.
We endeavour to take all reasonable steps to protect your personal information. However, we cannot guarantee the security of any data that you disclose online and we will not be responsible for any breach of security unless this is due to our negligence or wilful default.
As a rule, your information is securely provided to us by your insurance provider. We have several processes and safeguards in place to ensure confidentiality of your information, restriction of its use, and safe destruction thereof, once the information is no longer legally required to be kept.
Complaints regarding our use of your personal information, how we have dealt with your request for personal information to be amended, destroyed or passed back to you, or any other GDPR-related concerns, will be investigated directly by our Compliance department.
If your complaint reasonably requires us to contact another person or company, we may decide to, or be required to give to that other person or company some of the information contained in your complaint. We do this as infrequently as possible.
If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/
Request to be forgotten / Request for your personal information firstname.lastname@example.org / 01843 823820
email@example.com / 01843 823820
Personal information you have provided in order that we can process a claim on your behalf will ONLY be utilised in relation to your insurance claim and for no other purpose.
To facilitate an effective and appropriate investigation into your claim it may be necessary to share your personal data with selected third party service providers. Where required, this may include: your removal/storage company, the insurer, restoration/repair companies, insurance broker, solicitor, banks (only for the purposes of settling claims), “regulatory” authorities (Financial Ombudsman Service, Sanctions authorities etc.) or any other entity with whom we are legally obliged to share data.
Any third party service provider with whom we share your details will not be permitted to use that data for any reason other than as instructed by ICA to further the consideration of your claim and will not be permitted to share your data with any third parties without your/our consent.
We do not sell personal information to any third party, nor will your personal data be used for any marketing purposes.
ICA will only process your personal information in relation to your claim and thereafter will retain your personal information for the requisite period in accordance with the prevailing legal and regulatory requirements.
If you have any concerns regarding our use of your personal data, you may contact our Compliance Director or Managing Director at the following address:
International Claims Agency Ltd
Unit 10, Invicta Way,
Manston Business Park,
Kent CT12 5FD
Tel: 01843 823 820