How we use your personal information

When we say “You” and “Your” in this notice, we mean anyone whose personal information we may collect, including:

  • anyone seeking to claim against an LV= policy including if you are being represented by another party such as a solicitor
  • anyone who may benefit from or be directly involved in the policy or a claim, including; claimants and witnesses

This explains how we collect, use and store your personal information. This includes any personal information given to us about other people named on the claim.

You can also read this information in a PDF


If you’d like a printed copy, please contact us.

We want you to be confident about how we use your personal information. As a regulated company and information controller we take our responsibilities for the security and management of your personal information seriously. That’s why we invest in our systems and processes to ensure that the way we collect, use, share, and store your information meets both the regulatory requirements and our own high standards.

Who we are and how to contact us

Liverpool Victoria Insurance Company Limited is the controller of your personal information and is part of the LV= group of companies. For more information visit LV.com/terms/lv-companies.

If you have any questions about how we process your personal information please get in touch with us at: GI Customer Support, LV=, County Gates, Bournemouth, BH1 2NF or email us at: [email protected].

You can also contact our Data Protection Officer: Data Protection Officer, LV= County Gates, Bournemouth, BH1 2NF or via email at [email protected].

Information we collect

We only ask for information that we need, and have strict controls to keep it safe. Your personal information is required in order for us to provide our services (eg handling your claim). Without the information we ask for, it may affect the outcome of any claims made. Personal information we collect will be held in digital and / or paper files. We collect personal information such as name, address, date of birth, health, and claims history. We’ll also collect information which relates to the things you want to claim for (for example your vehicle damage).

We collect personal information about you including when:

  • you report a claim to us directly, via a solicitor or via another party authorised to act on your behalf
  • our customer reports your involvement in a claim
  • your personal details change during the course of a claim
  • we instruct a medical expert to examine you or receive a medical report about any injuries
  • an authorised agent (eg police force) report your involvement in a claim
  • information is provided by another insurer or a witness
  • we ask you for additional information as required to consider or assess the claim

How we use and share your personal information

The personal information we ask for will be used by us and third parties who process information on our behalf. This includes organisations who handle claims on our behalf, provide claimant services and reinsurers.

Legal grounds for processing personal information

We collect your personal information to meet our obligations in relation to the management of claims.

As a regulated financial services organisation we’re required to comply with legal and regulatory obligations such as the prevention, detection and reporting of fraud and other financial crime.

We’ll process personal information for our legitimate interests, when we have a business reason to do so, to:

  • to assess liability for a claim and determine the amount of payment due
  • to notify relevant agencies such as the Compensation Recovery Unit (DWP), of your claims
  • develop, improve, and personalise our products, pricing and services
  • enhance our customer service, experience, and relationship (eg customer and market research, business analysis, provide relevant product and service information)
  • improve the relevance of our advertising and marketing campaigns
  • help detect and prevent fraud and financial crime
  • develop and improve our administration, security systems and insurance applications
  • promote responsible lending and help prevent over-indebtedness
  • share it with third parties in the event of organisational change (eg if we bought or merged with another organisation)
  • share personal information with other LV= companies

If we need your consent to process personal information we’ll ask for this first. You can withdraw your consent at any time.

We’ll ask for your consent (or next of kin’s), to obtain any medical / health information we need to assess the value of the claim.


Automated decision making and profiling

Profiling and automated decision making can be used to enhance our handling and understanding of your claim and to inform our business decisions. We may profile you based on your personal information and that provided by third parties. Profiling may be used to help determine the likelihood of a claim being fraudulent.

International transfers

In the event that we process personal information outside the UK, the processing in those locations is protected by UK and European data standards.

Where your claim occurs abroad we will also send data to the necessary service providers and agencies as required to service your claim.

Financial crime & fraud prevention agencies

The personal information we have collected will be shared with crime prevention agencies who will use it to prevent financial crime and fraud and to verify your identity. If financial crime or fraud is detected, you could be refused certain services, finance or employment. Where we suspect financial crime or fraud we will not be able to pay any claim and if any payments have already been made prior to the suspicion arising, we will seek to recover any monies paid. We may share relevant information with crime and fraud prevention agencies, law enforcement agencies and other relevant organisations.

Regulatory bodies

Your personal information will be used or disclosed, as required, to regulators to monitor and enforce our compliance with any regulation.

Claims and Underwriting Exchange and other databases

We will share details of your claim and your personal details with databases such as the Claims and Underwriting Exchange (CUE). We may search these databases when you make a claim to determine your claims history (or that of any other person or property likely to be involved in the insurance or claim).

Credit search and identity check

In order to process your claim we may supply your personal information to credit reference agencies (CRAs) and they’ll give us information about you, such as confirmation of residency. We do this to check your identity, manage your claim, trace and recover debts and prevent fraud and other financial crime.

The identities of the CRAs and the ways in which they use and share personal information are explained in more detail at experian.co.uk/craincallcredit.co.uk/crain and equifax.co.uk/crain.

Incidents or claims

When you tell us about an incident or claim we’ll share this with relevant agencies and appropriate service providers. We’ll also collect information from anyone else involved as necessary, eg our insured, other claimants, witnesses or police.

Public information

We may use public information (such as electoral roll, county court judgements, vehicle taxation status, MOT status, social media records, bankruptcy information and repossession records).

Industry databases

We’ll check and exchange information with industry databases, such as:

  • credit reference company data (eg identity scores)
  • geographical (information about a location)
  • demographics (eg modelled data on household incomes, credit reference agency scores)
  • insurance and claims history (eg previous claims)
  • information about what you want to make a claim for (eg vehicle repair history, vehicle finance data, property information)
  • financial crime and fraud prevention databases (also refer to financial crime and fraud prevention agencies section)
  • payment validation (eg checking your account details)
  • claims compensation and recovery databases (eg reimbursement of NHS costs resulting from an accident)

Specialist services we use

We use other companies to provide some services, eg banks and building societies, breakdown and recovery agents, claims adjusters, claims suppliers, legal service providers, communication services, debt recovery agencies, marketing, fraud and other financial crime investigation services etc. They’ll be given the personal information they (or their sub-contractors) need to manage their service.

Employers Liability Trading Office (ELTO)

In accordance with the Employers Liability Insurance: Disclosure by Insurers Instrument 2010 made by the Prudential Regulation Authority (PRA) and the Financial Conduct Authority (FCA) we will be required to provide some of your personal information to the Employers Liability Tracing Office (ELTO).

The information that we supply in accordance with this requirement will be added to an electronic database that will be managed by the Employers Liability Tracing Office (ELTO), it will be subject to periodic update and certification and will be audited annually.

Access to the database and the information stored on it will assist claimants, their appointed representatives, employers’ liability insurers and other persons or entities with legal access to the information to:

  • identify which insurer (or insurers) provided employers’ liability insurance during the relevant period(s) of employment; and
  • identify the relevant employers’ liability insurance policies

The information supplied to the Employers Liability Tracing Office will include:

  • policy number(s)
  • employers’ previous and current names and addresses (including subsidiary companies)
  • cover dates
  • Companies House reference numbers (where relevant)
  • Her Majesty’s Revenue and Customs Employers reference numbers

 

Reinsurers and reinsurance brokers


We may need to share any personal information, including claims, medical, and suspected fraud and other financial crime information, with our reinsurers and reinsurance brokers. Reinsurers provide insurance policies to insurance companies. Insurance companies engage a reinsurance broker to advise and assist in arranging a re-insurance policy.

Other insurers

When necessary we share your personal information with other relevant insurers if you make a claim, to verify that the information you’ve provided is correct and prevent financial crime and fraud.

Motor Insurance Database

The Motor Insurance Database (MID) is managed by the Motor Insurers’ Bureau (MIB). The MID and the data stored on it may be used by the Police, the DVLA, the DVANI, the Insurance Fraud Bureau and other bodies permitted by law for purposes not limited to but including:

  • electronic licensing n continuous insurance enforcement
  • law enforcement (prevention, detection, apprehension and / or prosecution of offenders)
  • the provisions of government services and / or other services aimed at reducing uninsured driving

 

If you’re involved in a road traffic accident (either in the UK or abroad), insurers and / or the MIB may search the MID to obtain relevant information. Other persons (including their appointed representatives) pursuing a claim in respect of a road traffic accident (including foreign citizens) may also obtain relevant information held on the MID.

It’s important that the MID holds your correct registration number. If not, you risk the Police seizing your vehicle. You can check that your registration number is shown on the MID at askmid.com

Medical and other health services

If you make a claim and give us your consent, we’ll get your medical information from the relevant health provider, eg doctor or hospital.

Other parties

We may be given information by a customer’s family member or their representative, other parties with knowledge of the claim, to consider or assess a claim or to pursue a claim against you.

Law enforcement and government agencies

Information may be given to us by law enforcement agencies (eg the police) about an incident which may result in a claim or may affect an ongoing claim. We may also exchange information with the Compensation Recovery Unit (DWP), Ministry of Justice, The Highways Authority, HMRC and others depending on the type of claim you make.

Giving someone permission to talk to us about your claim

We can only talk about your claim to you or someone we’re satisfied that you’ve authorised to talk to us, on your behalf, such as a solicitor or other representative.

Communications

When you contact us, personal information that you give us will be recorded. This helps us improve our service, train our staff, respond to complaints and prevent fraud and other financial crime.

All communications will be in English. You can get this document from us in writing, Braille, large print or audiotape by contacting us.

Cookies

LV= uses cookies to give you the best experience online and to provide anonymised, aggregated site usage data. You can find out what cookies we use and how you can disable them in our Cookie Policy on our website.

How long we keep your personal information

If a claim is made against one of our policies we’ll keep all information for 7 years after the claim has been closed, to ensure we meet our statutory and regulatory obligations (eg as laid down by the HMRC, MIB), and to allow us to manage complaints or any further queries.

From 7 years onwards we’ll keep the personal information we need for analysis purposes (eg risk and business modelling such as for pricing).

In exceptional cases we may need to keep claim information for considerably longer than 7 years (eg where serious injury or claims involving a minor have occurred and there is potential need to provide life-long care to an injured person).

Where remediation work for a claim is backed by long-term guarantees (eg flood, subsidence claims) we’ll keep claim information for at least the period of the guarantee (up to 10 years.)

Your personal information rights

You have a right in certain circumstances to:

  • access the personal information we hold about you
  • correct personal information
  • have your personal information deleted
  • restrict us processing your personal information
  • receive your personal information in a portable format, and
  • object to us processing your personal information

 

You can also ask for a person to review an automated decision.

If you want to find out more or to exercise these rights please contact us: GI Customer Support, LV=, County Gates, Bournemouth, BH1 2NF or email us at [email protected].

Your right to make a complaint

If you have a complaint about the way we process your personal data please contact us.

You can also raise your complaint with the Information Commissioner’s Office on 0303 123 1113 or visit ico.org.uk/concerns.