About

At A to Z Cover, we are committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, store and protect your information when you use our website or purchase one of our insurance products. It also explains your rights under data protection law.

This policy applies to information collected through our website www.atozcover.co.uk and through our trusted partners, such as Price Comparison Websites, where information is shared with us as part of the insurance quotation or purchase process.

We comply with applicable data protection legislation and the guidance issued by the Information Commissioner's Office (ICO). Throughout this policy, you will see terms that are defined under UK GDPR and related legislation. You can find further information on these terms here:

https://ico.org.uk/for-organisations/law-enforcement/guide-to-le-processing/scope-and-key-definitions/

We may update this Privacy Policy from time to time, so we recommend checking it periodically.

Definitions

Throughout this Privacy Policy:

"You" means a visitor to our website and/or a customer who has purchased one or more of our products.
"We", "Us", "Our" means A to Z Cover Ltd, trading as A to Z Cover.
"Personal Data" means information about You (for example, your name and date of birth) that You provide when obtaining a quote and/or purchasing a policy.
"Data Controller" is defined by the ICO as the party that "determines the purpose and means of processing Personal Data". In most cases, We are the Data Controller of the Personal Data You provide to Us.
"Data Processor" is defined by the ICO as a party that "is responsible for processing Personal Data on behalf of the Data Controller".
"General Information" means information collected from visitors to our website that is not Personal Data.
"Information" refers to Personal Data and/or General Information, as appropriate.
"Website" means www.atozcover.co.uk.

How We Use Your Personal Data

As a Data Controller, We collect and process Your Personal Data so that We can provide the products and services You have requested.

Depending on the policy, this may include Your name, address, date of birth and, where necessary, Your medical history.

We process this information in order to:

meet Our contractual obligations to You;
provide You with an insurance quotation;
enable Us, Our policy administrator or underwriter to issue Your insurance policy;
allow Our policy administrators to manage claims and assistance requests;
service Your policy, including policy amendments, renewals, claims and other administrative activities;
administer the automatic renewal of annual policies where You have chosen not to opt out; and
detect, investigate and prevent fraudulent, illegal or other activities that could invalidate Your policy.

To administer Your policy and manage any claims, We may share Your information with the insurer, third-party administrators and claims management organisations acting on the insurer's behalf. Details of the relevant insurer and any administrators are included within Your policy documentation.

Where We Get Your Personal Information From

We collect your personal data directly from you as part of the insurance application or from publicly available sources.

Our Legal Basis for Processing Your Personal Data

We process Your Personal Data under the following lawful bases:

Contractual necessity – where processing is required to provide quotations, arrange insurance cover, administer Your policy and provide claims or assistance services.
Legal obligation – where We are required to process or retain information to meet regulatory, legal or compliance requirements.
Legitimate interests – where processing is necessary for the operation of Our business, preventing fraud, improving Our services and managing Our relationship with customers.
Consent – where You have provided consent, for example for marketing communications or certain optional services. You can withdraw Your consent at any time.

Automatic Renewal of Annual Policies

If You have chosen not to opt out of the automatic renewal of Your annual insurance policy, a secure payment token is retained to allow future renewal payments to be processed. This token does not contain Your full payment card details and cannot be used to recreate Your card information.

The payment token is stored and processed securely by Our payment provider and is used only for the purpose of administering Your policy renewal and collecting payment where You have chosen automatic renewal.

We will use Your Personal Data to administer the renewal process. This may include:

preparing Your renewal quotation;
contacting You before Your renewal date with details of Your renewal premium, policy terms and any changes to Your cover;
processing the renewal of Your policy in accordance with Your chosen renewal preferences and the terms of Your policy, unless You tell Us that You do not wish to renew; and
providing confirmation and documentation relating to Your renewed policy.

Communications relating to the administration or renewal of Your policy are service communications and are not marketing communications. You will continue to receive these communications where necessary, even if You have withdrawn Your consent to receive marketing communications.

Customer Feedback

We are committed to continually improving the products and services We provide.

If You purchase a policy from Us, We may use Your contact details to invite You to provide feedback about Your experience through our independent review partner, Trustpilot. These invitations help Us collect genuine customer feedback so that We can monitor and improve the quality of Our products and customer service.

Claims Processing

This Privacy Policy does not apply to any Personal Data You provide directly to the claims handler or assistance company when making a claim or requesting assistance. In these circumstances, the relevant underwriter or administrator responsible for handling the claim or assistance case will act as the Data Controller and/or Data Processor.

Card Payments

To process card payments, We use Access Paysuite.

Some of Your Personal Data will be shared with Access Paysuite to enable payment processing. Payment card information, including the cardholder's name, card number and expiry date, is submitted directly to Access Paysuite and is not stored or processed by Us. Access Paysuite acts as the Data Controller and Data Processor for this information.

You can read Access Paysuite's Privacy Policy at: https://www.accesspaysuite.com/privacy-and-legal/privacy-policy/

If You pay by card, Your payment information will also be processed by Our merchant bank, Worldpay Merchant Services.

Further information about how Worldpay handles Personal Data is available at: https://privacy.worldpay.com/policies/en/

Marketing

Where You have provided Your consent, We may use Your Personal Data to contact You from time to time with:

information about special promotions;
details of related products We offer; or
other information We believe may be of interest to You.

You can withdraw Your marketing consent at any time by emailing: customerservice@atozcover.co.uk

Please note that Your automatic renewal preference is separate from Your marketing preferences. You may opt out of marketing communications at any time without affecting Your automatic renewal preference or the service communications We send in relation to Your policy.

Who We Share Your Information With

We work with a number of carefully selected third-party providers to help deliver Our services.

Where these organisations process Personal Data on Our behalf, they act as Data Processors and may only use Your Personal Data to carry out the services We have instructed them to perform.

These include:

Firemelon Ltd – quotation services, policy purchases, policy documentation and service emails.
International Medical Group – customer service support, including telephone and email enquiries.
Access Paysuite – card payment processing.
Worldpay Merchant Services – merchant banking services for card payments.
Our insurers and underwriting agents – administration and servicing of Your insurance policy.
Trustpilot Inc – sending invitations to leave an independent review of Your experience with A to Z Cover and collecting customer feedback to help Us improve Our products and services.
Brevo – sending occasional product updates and promotional emails where You have provided consent.

We will not share Your Personal Data with any other party unless:

You have given Us explicit consent; or
We are required to do so by law, Our regulators (such as the Financial Conduct Authority), or another competent authority.

How We Store and Protect Your Information

All Personal Data collected by Us is stored securely on servers located within the European Union.

If You request a quotation from Us but do not purchase a policy, We will retain Your Personal Data for 180 days.

If You purchase a policy, We will retain and process Your Personal Data for the duration of Your policy, including any subsequent renewals where applicable, and for a further seven years after the policy ends. This enables Us to comply with Our regulatory obligations and respond to reasonable requests from regulators and other competent authorities.

We take the security of Your Personal Data seriously and use appropriate technical, organisational and legal measures to protect it during transmission, storage and processing.

Cookies

Our website does not use any non-essential cookies.

We only use strictly necessary cookies, including consent cookies that record Your preferences and a security token required for the operation of the website.

For more information, please see Our Cookie Policy:

https://www.atozcover.co.uk/Home/CookiePolicy

International Data Transfers

In the unlikely event that Personal Data has to be transferred outside the UK or EEA, We will ensure that appropriate safeguards are in place to protect Your information and that the transfer is carried out in accordance with applicable data protection legislation.

These safeguards may include:

transfers to countries that have been recognised as providing an adequate level of data protection;
the use of approved contractual protections, such as Standard Contractual Clauses or UK International Data Transfer Agreements/Addendums where required; and
other lawful transfer mechanisms permitted under UK GDPR.

We take reasonable steps to ensure that any third party processing Your Personal Data continues to protect Your information in accordance with applicable data protection requirements.

Your Legal Rights

You have certain rights under data protection law in relation to your personal data. Depending on circumstances, these may include the right to:

Request access to the personal data we hold
Request correction of the personal data we hold
Request deletion of the personal data we hold
Object to processing of the personal data we hold
Request restriction of processing the personal data we hold
Request transfer of the personal data we hold to another organisation
Right to withdraw consent (where we rely on consent for processing)

Should you wish to exercise any of these rights, please contact us using the details below.

We will endeavour to respond to Data Subject Access Requests within one month but if you have a particularly complex request, or make a number of requests, it may take us longer. If this is the case, we will let you know how long we think it will take and keep you updated.

We do not make a charge for responding to any request which results from you exercising your legal rights.

Email address:
customerservice@atozcover.co.uk

Postal Address:
Data Protection Representative
A to Z Cover Travel Insurance
International Medical Group
3rd Floor, Fitzalan House
Fitzalan Court
Cardiff
CF24 0EL

Complaints
If You have any questions or concerns about how We use Your Personal Data, or if You wish to make a complaint, please contact Our Data Protection Representative using the details above.

You also have the right to complain directly to the Information Commissioner's Office (ICO).

Further information can be found at:
https://ico.org.uk/