Request we erase the data we hold about you

Under article 17 of the UK GDPR, individuals have the right to have personal data erased. This is also known as the ‘right to be forgotten’. We automatically redact any personal information from our databases when 6 years have passed and we are no longer required to retain it for FCA compliance.

Notes

Under guidance from the FCA, we are obliged to retain policy holders information for 6 years.
The right only applies to data held at the time the request is received.
It does not apply to data that may be created in the future.
The right is not absolute and only applies in certain circumstances.
You can see what information will be erased by looking at the subject access request above.

About you

Declaration

Important Privacy Information:

We process your personal data to provide you with pet insurance services, manage your policy, and handle claims. This includes:

Creating a quote.
Managing your policy, including renewals, payments, and customer support.
Processing claims efficiently and fairly.
Preventing and detecting fraud, financial crime, and money laundering.
Improving our products and services through analysis and research.
Communicating with you regarding your policy, updates, and marketing (if consented).
We ensure your data is handled securely and only used for lawful and relevant purposes.

The personal data we collect and process includes:

Personal Details: Name, address, date of birth, email, and contact number.
Financial Information: Payment details, Direct Debit setup, and transaction history.
Pet Information: Pet name, breed, age, associated vet addresses, treatment invoices and medical history.
Policy & Claims Data: Insurance policy details, claims history, and interactions with us.
Website & Usage Data: IP address, cookies, and site interactions for service optimisation.
Communication Records: Emails, calls, and chat history for customer support and compliance.

We may share your personal data with trusted third parties to fulfil our contractual, legal, and regulatory obligations. These include:

Insurance & Financial Partners: Underwriters (Red Sands Insurance), reinsurers, and payment processors (Stripe, GoCardless).
Service Providers: IT support, cloud storage providers, integrated partners (Vet AI, Biscuit Pet Care, Companion Animal Wellness), analytics tools (Google Analytics, Fullstory) and customer communication platforms (Intercom, Twilio).
Regulatory & Legal Bodies: The Financial Ombudsman Service (FOS), the Information Commissioner’s Office (ICO), and fraud prevention agencies.
Law Enforcement: Where required for fraud prevention, legal compliance, or court orders.
All third-party partners are contractually bound to protect your data and use it only for agreed purposes.

We retain your personal data in compliance with UK regulatory requirements:

Quote, Policy & Claims Data: Kept for six years after your quote date or the date policy ends, as required by the Financial Conduct Authority (FCA).
Marketing Preferences: Retained until you withdraw consent or raise a data erasure request.
Call & Chat Records: Kept for six years after your policy ends, as required by the Financial Conduct Authority (FCA).
After the retention period, data is securely redacted unless required for ongoing legal or regulatory obligations.

Under UK GDPR, you have the following rights regarding your personal data:

Right to Access: Request a copy of your personal data (SAR).
Right to Rectification: Correct any inaccurate or incomplete data.
Right to Erasure: Request deletion of your data (subject to FCA retention rules).
Right to Restrict Processing: Limit how we use your data in certain circumstances.
Right to Data Portability: Receive your data in a machine-readable format.
Right to Object: Withdraw consent for marketing or challenge data processing.

To exercise your rights, please submit your subject access request through this form or contact [email protected].

I confirm the above information is accurate and I have read the privacy statement above.