We will keep you informed of progress. We will do everything possible to resolve your complaint. We will learn from our mistakes. We will use the information from complaints to continuously improve our service. To help us improve our service, we may record or monitor telephone calls.
Data Protection Officer Insurance Factory Limited 45 Westerham Road Bessels Green Sevenoaks Kent TN13 2QB
Please make sure you provide your name, address, policy number and other relevant information to allow us to respond to your query. You understand that all personal data you supply must be accurate. If you would like any other person to discuss your policy or make amendments then we must have your permission. Updating your records If you think our records are wrong or out of date, particularly your contact details, you must contact us immediately to correct them. You can do this by calling 0808 164 8000 or by emailing customerqueries@insurancefactory.co.uk.
Data Protection
We believe in keeping your information safe and secure. Full details of what data we collect and how we use it can be found in our Privacy Policy which you can access via https://mipetcover.quote-my-pet.co.uk/ or by requesting a copy from our Data Protection Officer (contact details below). This section provides you with some basic information and briefly explains what we do with your information. We are governed by the Data Protection legislation applicable in both the United Kingdom and Gibraltar. We collect details in order to consider your application for insurance and to administer insurance services to you , including claims investigation and management. We may use your information for a number of purposes. These include: providing you with our services; dealing with your claim; carrying out checks such as fraud checks and credit checks; and where agreed, providing you with information about our products and services. In order to provide our services to you , we may share your information with other insurance companies, solicitors, regulators, business partners and third party suppliers. We may also have a legal obligation to provide your information, in certain circumstances, with regulators, police and other public bodies. Information you supply may be used for the purposes of insurance administration by us and third parties. These third parties may share y our information with their own agents. Providing you with details on our products and services Where you have given us your consent to do so, we will send you information about products and services of ours or other third parties which may be of interest to you via telephone, letter or email (as you have indicated). You have a right at any time to stop us from contacting you for marketing purposes or giving your information to other third parties. If you no longer wish to be contacted for marketing purposes then please contact us by e-mailing customerqueries@insurancefactory.co.uk. Your rights as a Data Subject Under Data Protection laws you have certain rights; these include for example, a right to understand what data we hold on you and a right to ask us to amend that data if it is incorrect. If you would like to exercise any of your rights please contact our Data Protection Officer (contact details below). Data Protection Officer If you have any questions about how we use y our data, or to exercise any of your data rights please contact our Data Protection Officer at:
Helplines
All policies include access to the following help lines (calls may be monitored or recorded): Find a CVS Practice If you or your pet are away from home whilst in the United Kingdom , Northern Ireland and the Isle of Man and your pet needs urgent veterinary care, this Policy gives you access to our help lines so we can identify the nearest vet for you . Telephone 0808 164 8008 (Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays) Bereavement Counselling An understanding, confidential and professional service for you to talk for as long as you need about the death or illness of your pet . Help and advice to address the symptoms brought about by bereavement is available 24 hours a day, 365 days a year. Telephone 0333 03 2258 (Telephone lines are open 24 hours a day, 365 days a year) Pet Legal Lawyers are available to provide advice and explain legal issues in plain English and in a friendly and helpful way - available 24 hours a day, 365 days a year. Telephone 0333 003 2258 (Telephone lines are open 24 hours a day, 365 days a year) Pet Minders This enables you to locate a registered pet minder (on a national basis) for either a few minutes or indeed weeks, in order to look after your pet while you are away. Telephone 0808 164 8001 (Telephone lines are open from 8.00am to 6.00pm weekdays and 9.00am to 2.00pm Saturdays)
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