The pages on this site are only directed at United Kingdom residents, and comply with appropriate UK legislation and regulation.

The information in this section relates to Pay As You Drive™ insurance sold on this website through Norwich Union Direct.

Click on the Legal link on the right to find out more about general legal information, Click on the links on the left for further information about the Norwich Union site and services that may help you.

Details about Data Protection

Data Protection Act - Information Uses

For the purposes of the Data Protection Act 1998 the Data Controller in relation to any personal data you supply or which is recorded by your Telematic Device is Norwich Union Insurance Limited.

Data recorded by the Telematic Device

We will use the Telematic Device to capture data from the vehicle relating to the date, time, speed, location and direction of travel. We, and those acting on our behalf, will use the data captured by the Telematic Device for the purposes of:-

• calculating and charging insurance premiums based upon actual vehicle usage;
• disclosing your personal data to Trafficmaster who as our supplier of the Telematic Device will separately control your personal data for the purpose of providing you with the Accident and Breakdown Service, Safe Speed Trial Service, Smartnav Trial Service and any other additional services requiring use of the Telematic Device which we (or our agents and/or service providers) may offer and you may agree to take up from time to time. Trafficmaster will process your information in accordance with their responsibilities under the Data Protection Act 1998.
• carrying out the installation, deinstallation, servicing or testing of the Telematic Device and provision of the insurance services under your policy (including management of claims, underwriting and policy servicing).
• general research and analysis, mapping purposes, and the supply of traffic information. In all such circumstances the information will be used anonymously and will not identify any individual, vehicle user, policyholder or the vehicle. We may also disclose data to Trafficmaster in order that they can separately control the processing of your personal data for these same purposes.
• Disclosing your personal data to Trafficmaster who may separately control your personal data for their marketing purposes. If you do not wish to receive marketing information from Trafficmaster, please write to Trafficmaster plc, Martell House, University Way, Cranfield, Bedfordshire, MK43 0TR.

Insurance Administration

Information you supply may be used for the purposes of insurance administration by Norwich Union Insurance Limited, its associated companies and agents and by reinsurers. It may be disclosed to regulatory bodies for the purposes of monitoring and/or enforcing the Insurer's compliance with any regulatory rules/codes. Your information may be used for offering renewal, research and statistical purposes and crime prevention. It may be transferred to any country, including countries outside the European Economic Area for any of these purposes and for systems administration.Where this happens, we will ensure that anyone to whom we pass your information agrees to treat your information with the same level of protection as if we were dealing with it.

If you give us information about another person, in doing so you confirm that they have given you permission to provide it to us and for us to be able to process their personal data (including any sensitive personal data) and also that you have told them who we are and what we will use their data for.

In the case of personal data with limited exceptions, and on payment of the appropriate fee, you have the right to access and if necessary rectify information held about you.

In assessing claims made, the Insurer or its agents may also undertake checks against publicly available information (such as the electoral roll, county court judgements, bankruptcy orders or repossessions). Information may also be shared with other insurers either directly or via those acting for the insurer (such as loss adjusters or investigators).

Marketing

The Aviva Group will only share the data from the Telematic Device with those who we contract to provide "Pay As You Drive" ™ insurance and related services; and in relation to all other personal data we will share it with our agents and selected business partners to keep you informed by post, telephone, electronic mail, facsimile, text messaging or other means about products and services which may be of interest to you. Your information may also be disclosed and used for these purposes after your policy has been cancelled or lapsed. By providing us with your contact details, you consent to being contacted by these methods for these purposes. If you do not wish to receive marketing information please write to Norwich Union, FREEPOST, Mailing Exclusion Team, PO Box 6412, Derby, DEI 1SB.

Sensitive Data

In order to assess the terms of the insurance contract or administer claims which arise, we may need to collect data which the Data Protection Act defines as sensitive (such as medical history or criminal convictions). If you proceed with an application for insurance you will signify your consent to such information being processed by us or our agents.

Credit Searches and Accounting

In assessing your application/renewal, to prevent fraud, check your identity and to maintain our policy records, we may search files made available to us by credit reference agencies who may keep a record of that search. We may also pass to credit reference agencies information we hold about you and your payment record. The information will be used by other credit lenders for making credit decisions about you and the people with whom you are financially associated for fraud prevention, money laundering prevention and for tracing debtors.

We may ask credit reference agencies to provide a credit scoring computation. Credit scoring uses a number of factors to work out risks involved in any application. A score is given to each factor and a total score obtained. Where automatic credit scoring computations are used by us, acceptance or rejection of your application will not depend only on the results of the credit scoring process.

Continuous Renewal Payment Authority - Credit/Debit cards

You will be notified in writing prior to renewal and, unless we hear otherwise, the policy will automatically be renewed. Unless you have advised otherwise, the renewal premiums will again be collected from your specified bank account, or credit/debit card to ensure that you are always covered.

 

How to access data we store about you

If you wish to make a subject access request under the Data Protection Act, relating to information held about you by Norwich Union Direct and any Aviva Group Company, please write to the Data Protection Manager, Norwich Union Insurance Limited, Level 3, Pithleavis, Perth, PH2 0NH enclosing a cheque for £10 made payable to "Norwich Union" to cover our administration costs. We may also require satisfactory proof of identity before disclosing information.

 

Technical information

Use of Cookies

We make limited use of "cookies" to monitor and analyse how parts of our site are used, but we do not use them to store personal information. Further details are set out in our Privacy Policy.

 

If you have a complaint

Complaints Procedure

Our goal is to give excellent service to all of our customers but we recognise things do wrong occasionally. We take all complaints we receive seriously and aim to resolve all our customers' problems promptly. To ensure that we provide the kind of service you expect we welcome your feedback. We will record and analyse your comments to make sure we continually improve the service we offer.

What will happen if you complain

• Your complaint will be acknowledged within 2 working days of receipt
• We aim to resolve complaints within 5 working days
• Once an assessment and full investigation of your concerns has been made, we will respond with a decision
• Most of our customers' concerns can be resolved quickly but occasionally more detailed enquiries are needed. If this is likely, we will contact you with an update and give you an expected date of response. This will not be beyond 20 working days from when you first made your complaint.

What to do should you be dissatisfied

If you have a question or complaint about your insurance, please contact us on 0800 068 6985. If you have any questions or a complaint about a claim you have made, please contact us on 0800 032 5703.

If you remain unhappy with the decision you receive from us, you may write to the Chief Executive. If you are dissatisfied with our final decision, you can refer the matter to the Financial Ombudsman Service (FOS). Full contact details will be provided at the same time as we acknowledge your complaint.

Note that the FOS will only consider your complaint if you have given us the opportunity to resolve it and you are a private policyholder. If, however, we do not resolve your complaint within 40 working days, the FOS will accept a direct referral.

While we are bound by the decision of the FOS you are not. Following the complaints procedure does not affect your right to take legal action.

 

About our calls

Call Taping

For our joint protection telephone calls may be recorded and/or monitored.

 

Important Policy information

Your Cancellation Rights

Pay As You Drive™ insurance:

You have the right to cancel your policy during a period of 14 days after the day of purchase of the contract or the day on which you receive your policy documentation, whichever is later.

If you wish to do so and the insurance cover has not yet commenced, you will be entitled to a full refund of the premiums and any other charges paid. Alternatively, if you wish to do so and the insurance cover has already commenced, we will provide a final statement of outstanding premiums incurred during the time for which you have been covered and a summary of any payments due or any refund to which you are entitled.

This will include an additional charge of up to £30.45 (inclusive of Insurance Premium Tax where applicable) to cover the administrative cost of providing the policy.

To exercise your right to cancel your policy, please call 0800 068 6985.

Please make sure that you read your policy carefully. You may not receive any cover or cover may be reduced if you do not keep to the policy conditions.

Copy Policy Documentation

A copy of all our policy documentation is available online and on request.

Disclosure of Material Information

Failure to disclose all material information or any subsequent change in the information advised (i.e. information likely to influence the assessment and acceptance of the risk) could invalidate the insurance. If you are in doubt whether any information is material it should be disclosed. It is an offence under the Road Traffic Acts to make any false statements or withhold any material information for the purpose of obtaining a Certificate of Motor Insurance.

Fraud Prevention & Detection

In order to prevent and detect fraud we may at any time;

• Share information about you with other organisations and public bodies including the Police.
• Undertake credit searches and additional fraud searches.
• Check and/or file your details with fraud prevention agencies and databases, and if you give us false or inaccurate information and we suspect fraud, we will record this.

We can supply on request further details of the databases we access or contribute to. We and other organisations may also search these agencies and databases to:

• Help make decisions about the provision and administration of insurance, credit and related services for you and members of your household.
• Trace debtors or beneficiaries, recover debt, prevent fraud and to manage your accounts or insurance policies.
• Check your identity to prevent money laundering, unless you furnish us with other satisfactory proof of identity.

Claims History

Under the conditions of your policy you must tell us about any insurance related incidents whether or not they give rise to a claim. When you tell us about an incident we will pass information relating to it to a database.

We may search these databases when you apply for insurance, in the event of any incident or claim, or at time of renewal to validate your claims history or that of any other person or property likely to be involved in the policy or claim.

Motor Insurance Database

When you have taken out a motor insurance policy with us, your policy details will be added to the Motor Insurance Database (MID), run by the Motor Insurers Information Centre (MIIC). MID data may be used by the DVLA and DVLNI for the purpose of Electronic Vehicle Licensing and by the Police for the purposes of establishing whether a driver's use of the vehicle is likely to be covered by a motor insurance policy and/or for preventing and detecting crime. If you are involved in an accident (in the UK or abroad), other UK insurers, the Motor Insurers' Bureau and MIIC may search the MID to ascertain relevant policy information.

Persons with a valid claim in respect of a road traffic accident (including citizens of other countries) may also obtain relevant information which is held on the MID.

You can find out more about this from us on request, or at www.miic.org.uk

YOU SHOULD SHOW THIS INFORMATION TO ANYONE INSURED TO DRIVE THE VEHICLE COVERED UNDER THE MOTOR POLICY.

 

Choice of Law

The law of England and Wales will apply to this contract unless:
You and We agree otherwise; or
At the date of the contract you are a resident of (or in the case of a business, the registered office or principal place of business is situated in) Scotland, Northern Ireland, Channel Islands or the Isle of Man, in which case (in the absence of agreement to the contrary) the law of that country will apply.

 

Administration charge

We reserve the right to apply an administration charge of up to £12.60 (inclusive of Insurance Premium Tax where applicable) for any adjustments you make to your policy.

 

Corporate Details for Norwich Union

Norwich Union Direct is a trading name of Norwich Union Insurance Limited. Registered in England Number 99122. Registered Office 8 Surrey Street, Norwich, Norfolk, NR1 3NG.

Norwich Union Insurance Limited is authorised and regulated by the Financial Services Authority and is part of the Aviva plc group of companies.

Norwich Union Insurance Limited is licensed under European patent application no.s 97904096.1 and 01303501.9 by Progressive Casualty Insurance Company, USA and is proprietor of European patent (UK) no. 0700009.