PRIVACY POLICY

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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. Under GDPR, the lawful bases we rely on for processing this information are:

  • Your consent. You are able to remove your consent at any time by contacting us.
  • To fulfil a contract, or
  • We have a legal obligation.
  • We have a vital interest.
  • We need to perform a public task.
  • We have a legitimate 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 licence, visit www.gov.uk/view-driving-licence.

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 LICENCE 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 licence held
  • Licence 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.

8. WHO WE SHARE YOUR PERSONAL INFORMATION WITH

We may share your personal information with companies relevant for the processing of your 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

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. INDIVIDUAL 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 ask us for copies of your personal information.

11.3 RIGHT TO RECTIFICATION

You have the right to ask us to rectify information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.

11.4 RIGHT TO ERASURE

You have the right to ask us to erase your personal information in certain circumstance. This is also known as the right to be forgotten. The right to erasure is not absolute and only applies in certain circumstances. For example, if it conflicts with another reason for retaining the data

11.5 RIGHT TO RESTRICT PROCESSING

You have the right to ask us to restrict the processing of your information in certain circumstance. When processing is restricted, we are permitted to store your personal data but not use it.

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

You have the right to ask that we transfer the information you gave us to another organisation, or to you, in certain circumstances.

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.

You are not required to pay any charge for exercising your rights. If you make a request, which can be done verbally or in writing, we have one month to respond to you.

12. 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 can also complain to the information Commissioner’s Office (ICO) if you are unhappy with how we have used your data.

The ICO’s address is: Information Commissioner’s Office, Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF

For further information you can contact their helpline number: 0303 123 1113 or visit their website on how to report a concern at www.ico.org.uk

13. COOKIES

Hertz Accident Support does use cookies. Please review our Cookie Policy.

14. 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.

15. 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.

Version 2.0 Aug 2019

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