Leading in accident management

01202 823000

enquiries@hertzaccidentsupport.com

Privacy Policy

1. INTRODUCTION

This privacy policy will help you understand how we collect, use and protect your personal data.

You acknowledge that by providing your personal data to us, you consent to its processing in the manners outlined below.

Our Privacy Promise.

We promise:

• To keep your data safe and private
• To only use your data for the purposes of providing agreed services to you
• Not to sell your data

2. WHO WE ARE

Hertz Accident Support (HAS) are a subsidiary of Hertz UK Limited.

If you have any questions or want more details about how we use your personal information, you can contact us on the details below:

Hertz Accident Support, 35 Black Moor Road, Verwood, BH31 6YS – Tel: 01202 823000

3. HOW THE LAW PROTECTS YOU

As well as our Privacy Promise, your privacy is protected by law. This section explains how that works.

Data Protection law says that we are allowed to use personal information only if we have a proper reason to do so. This includes sharing it outside Hertz Accident Support. The law says we must have one or more of these reasons:

• When you consent to it, or
• To fulfil a contract, or
• When it is our legal duty, or
• When it is in vital interest, or
• When it is in the public interest

4. PERSONAL INFORMATION WE MAY COLLECT

We collect personal data and sensitive personal data as part of providing a range of services to you. We will collect data about you from both yourself as well as of other sources.

How you give us data:

• When you require our services
• When you talk to us on the phone
• When you use our website
• In emails and SMS messages
• When completing surveys

Data from other sources:

Referrers who introduce you to us

• Your own insurer
• Third party insurers
• Other interested parties acting on your behalf

We may also use recorded calls, emails, SMS messages or any other communications for training and monitoring purposes.

We may collect your Driving Licence Number as part of providing you with a suitable hire vehicle (without this information we may not be able to insure you and provide a hire vehicle).

For details relating to information held about you by the Driver and Vehicle Licensing Agency (DVLA) please visit www.dvla.gov.uk To view your driving license, visit www.gov.uk/view-driving-license.

5. PERSONAL DATA

5.1 TYPES OF PERSONAL DATA WE MAY COLLECT INCLUDE:

• Names and titles
• Contact details including telephone numbers, addresses and email addresses
• Date of birth
• Employment details
• Relevant claims history
• Relevant driving history
• Any other details related to the road traffic accident

5.2 SENSITIVE PERSONAL DATA

The only sensitive data we collect is any medical conditions where this is required to identify any special vehicle requirements.

5.3 DRIVING LICENSE NUMBER

This information is used to do an electronic check with the DVLA driver database or complete a conference call with the DVLA, to retrieve the required information. The provided information is:

• Type of license held
• License start and expiry dates
• Entitlements to drive
• Penalty points
• Convictions
• Conviction dates
• Disqualifications

5.4 CALL RECORDING AND MONITORING

We monitor and record calls, emails, SMS messages or other communications for:

• Business purposes such as quality control and training
• Processing required for entering into or performance of a contract
• Prevention of unauthorised use of our telecommunication systems and website
• Meeting any legal requirements
• Protecting your interests
• Prevention or detection of crime.

6. HOW YOUR PERSONAL INFORMATION IS USED

Here is a list of ways that we may use your personal information:

To assess and supply suitable services.
To verify the identity of people we speak with.
To keep you informed and updated by email, telephone, SMS or post.
To validate your driving licence when required.
When communicating with third parties such as your insurer & third party insurers.
To manage how we work with other companies that provide services to you on our behalf.
To obey laws and regulations that apply to us.
To address any complaints.
To collect and recover money that is owed to us.

7. HOW AND WHERE WE STORE YOUR PERSONAL INFORMATION

We will store your personal information on our secure server which is stored and backed up in Dublin. The data is then subsequently backed up to the Hertz Corporation server in Oklahoma City (USA).

As your information may be transferred outside of the EEA, we will make sure that it is protected in the same way as if it was being used in the EEA. We will safeguard this as Hertz comply with the EU-US Privacy Shield.

This is a framework that sets privacy standards for data sent between the US and EU countries. It makes sure those standards are similar to what is used within the EEA. You can find out more at the ICO website at www.ico.org.uk.

8. WHO WE SHARE YOUR PERSONAL INFORMATION WITH

We may share your personal information with companies relevant for the processing of a claim, who include:

• Organisations that introduce you to us.
• Hire vehicle suppliers where we have been unable to source a vehicle from our own fleet.
• Engineers to assess the damage to your vehicle.
• Salvage agents to dispose of your vehicle in the event of it being a total loss.
• Solicitors where it is necessary for the recovery of costs.
• Third party insurers.
• Your own insurer.
• Our Insurer.

9. HOW LONG WE KEEP YOUR PERSONAL INFORMATION

We will keep your personal information for as long as is deemed necessary, depending on the type of data and as determined in our retention policy.

After you stop being a customer, we may keep your data for one of these reasons:

To respond to any questions or complaints
To obey laws and regulations that apply to us.
For fulfilment of a contract

For full details please refer to our retention policy.

10. HOW TO GET A COPY OF YOUR PERSONAL INFORMATION

You can request access to your personal information that we hold, by way of a Subject Access Request (SAR) by contacting us and making a request for your data.

A copy of the requested information will be provided free of charge though in some instances a reasonable fee may be charged which will only be based on the administrative cost associated with providing the information.
We will endeavour to provide the requested information within 1 month and should this be unachievable, we will contact you within the month and explain why.

The information provided will be done so in a secure medium.

11. INDIVIDUALS RIGHTS

11.1 RIGHT TO BE INFORMED

You have the right to be informed about the collection and use of your personal data.

11.2 RIGHT OF ACCESS

You have the right to access your personal data and supplementary information which allows you to be aware of and verify the lawfulness of the processing.

11.3 RIGHT TO RECTIFICATION

You have the right to have inaccurate personal data rectified or completed if it is incomplete. You can make a request for rectification verbally or in writing and we have one calendar month in which to respond.

11.4 RIGHT TO ERASURE

You have the right to have personal data erased. This is also known as the right to be forgotten. You can make a request for erasure verbally or in writing and we have one calendar month in which to respond.

The right to erasure is not absolute and only applies in certain circumstances.

11.5 RIGHT TO RESTRICT PROCESSING

You have the right to request the restriction or suspension of your personal data. This right is not absolute and only applies in certain circumstances. When processing is restricted, we are permitted to store your personal data but not use it.
You can make a request for restriction verbally or in writing and we have one calendar month in which to respond.

11.6 RIGHT TO OBJECT

You have the right to object to the use of your personal information.

There may be legal or other official reasons why we need to keep or use your data, but please tell us if you think we should not be using it.

11.7 RIGHT TO DATA PORTABILITY

The right to data portability allows you to obtain and reuse your personal data for your own purposes across different services.

If you wish to exercise this right, we would refer you back to the organisation who introduced you to us.

11.8 RIGHTS RELATED TO AUTOMATED DECISION MAKING INCLUDING PROFILING

This right relates to the use of your personal data to make a decision solely by automated means without any human involvement.

The profiling of personal data is used to evaluate certain things about you and can be part of an automated decision-making process.

We do not use your data in automated decision making or profiling.

12. HOW TO WITHDRAW YOUR CONSENT

You can withdraw your consent at any time. Please contact us if you want to do so.

If you withdraw your consent, we may not be able to provide our services to you. If this is so, we will tell you.

13. HOW TO COMPLAIN

Please let us know if you are unhappy with how we have used your personal information.

You can contact us on 01202 823000 or in writing to Customer Care, Hertz Accident Support, 35 Black Moor Road, Verwood, BH31 6YS or email: customer.care@hertzaccidentsupport.com

You also have the right to complain to the information Commissioner’s Office. Find out on their website on how to report a concern at www.ico.org.uk

14. COOKIES

To find out more about how we use cookies please see our cookie notice.

15. SOCIAL MEDIA

Some of our company pages on third party networks (such as Facebook, Twitter and LinkedIn) may permit you to post public messages or responses to articles, comments or other postings.

You should be aware that by submitting such a posting, including any personal or non-personal data, that this data shall immediately become public and as such will not be subject to this privacy policy.

We reserve the right to remove any posting or content in a posting at our sole discretion.

16. OTHER ORGANISATIONS

Other organisations may have different privacy practices than we do, and we recommend that you review their own privacy policies for the purposes which they will use your data.