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Cookies & Privacy Policy

Privacy Statement

Your privacy is important to us and we are committed to keeping it protected. We have created this Customer Privacy Notice which will explain how we use the information we collect about you and how you can exercise your data protection rights. This privacy notice will help you understand the following:

Who are we?

We are Royal & Sun Alliance (RSA) Insurance plc, we provide commercial and consumer insurance products and services under a number of brands, such as MoreTh>n. We also provide insurance services in partnership with Motability Operations Limited.

Why do we collect and use your personal information?

As an insurer, we need your personal information to understand the level of insurance cover you require. We’ll use this information (e.g. your name, address, telephone number and email address) to communicate with you.

We may need to check information you have submitted with external companies/organisations (e.g. the DVLA, the Motor Insurance Database, credit reference agencies and criminal conviction checks.)

Once you become a customer, we may need to take your credit or debit card payment details to set up additional levels of cover. To service your policy, we might contact you via our website, emails, telephone calls or post. When using these services we might record additional information, such as passwords, online identifiers and call recordings.

If you need to claim against your insurance policy, we will need to collect information about the incident and this may be shared with other selected companies to help process the claim. If other people are involved in the incident, we may also need to collect additional information about them which can include special categories of personal data (e.g. injury and health data.)

During the period of insurance cover, you may provide us with equivalent or substantially similar information relating to other proposed beneficiaries under the policy. You agree that you will bring this Privacy Notice to the attention of each beneficiary at the earliest possible opportunity.

Data protection laws require us to meet certain conditions before we are allowed to use your personal information in the manner described in this Privacy Notice. To use your personal information, we will rely on one or more of the following grounds:

  • Performance of contract: We need to use your personal information in order to provide you with the insurance cover, and perform our obligations under it (such as making payments to you in respect of a claim made under the policy).
  • Consent: In certain circumstances, we may need your consent unless authorised by law in order to use personal information about you which is classed as "special categories of personal data".
  • Necessity to establish, exercise or defend legal claim: If you, or we, bring a legal claim (e.g. a court action) against the other, we may use your information in either establishing our position, or defending ourselves in relation to that legal claim.
  • Compliance with a legal obligation: Where laws or regulations may require us to use your personal information in certain ways
  • Legitimate Interests: We will also process your personal information where this processing is in our "legitimate interests". When relying on this condition, we are required to carry out a balancing test of our interests in using your personal information (for example, carrying out a customer survey); against the interests you have as a citizen and the rights you have under data protection laws. The outcome of this balancing test will determine whether we can use your personal information in the ways described in this Privacy Notice. We will always act reasonably and give full and proper consideration to your interests in carrying out this balancing test.

Where else do we collect information about you?

Where possible, we’ll collect your personal information directly from you. However, on occasion we may receive details about you from other people or companies. For example, this might happen if:

  • It was given to us by someone who applied for an insurance product on your behalf (e.g. a family member) where you have given them the permission to do so;
  • It was supplied to us when you joined a scheme that is provided by us in partnership with Motability Operations Limited; or
  • It was lawfully collected from other sources (e.g. Motor Insurance Database, Claims and Underwriting Exchange or fraud prevention databases) to validate the information you provided to us.

We request those third parties to comply with data protection laws and to be transparent about any such disclosures. If you would like some further information, please contact us.

Will we share your personal information with anyone else?

We do not disclose your information outside of RSA except:

  • Where we need to check the information you gave to us before we can provide insurance cover (e.g. reference agencies);
  • Where we are required or permitted to do so by law or relevant regulatory authority (e.g. fraud detection/prevention);
  • Where we provide insurance services in partnership with other companies (e.g. Motability Operations Limited);
  • In the event that we are bought or sell any business or assets, in which case we will disclose your personal information to the prospective buyer of such business or assets;
  • As required to enforce or apply this Privacy Notice, or the contract of insurance itself;
  • Within our group for administrative purposes;
  • If we appoint a third party to process and settle claims under the policy on our behalf, in which case we will make your personal information available to them for the purposes of processing and settling such claims;
  • With our third party service providers (including hosting/storage providers, research agencies, technology suppliers etc.)

Sometimes your personal information may be sent to other parties outside of the European Economic Area (EEA) in connection with the purposes set out above. We will take all reasonable steps to ensure that your personal information is treated securely and in accordance with this Privacy Notice, and in doing so may rely on certain "transfer mechanisms" such as the EU-US Privacy Shield, and the standard contractual clauses approved by the European Commission. If you would like further information please contact us.

For how long will we keep your information?

Your personal information will be retained under one or more of the following criteria:

  • Where the personal information is used to provide you with the correct insurance cover, which will be kept as long as it is required to fulfil the conditions of the insurance contract.
  • Where the use of your personal information for a specific purpose is based on your consent, it will be kept for as long as we continue to have your consent.
  • Where, for a limited period of time, we are using some of your information to improve the products or services we provide.
  • For as long as your information is required to allow us to conduct fraud and/or criminal checks and investigations.

Your information is incorrect what should you do?

If you think that the information we hold about you is incorrect or incomplete, please contact us and we will be happy to update it for you.

What are your rights over the information that is held by RSA?

We understand that your personal information is important to you, therefore you may request the following from us to:

  1. Provide you with details about the personal information we hold about you, as well as a copy of the information itself in a commonly used format. [Request Ref: DSR 1]
  2. Request your personal information be deleted where you believe it is no longer required. Please note however, we may not be able to comply with this request in full where, for example, you are still insured with us and the information is required to fulfil the conditions of the insurance contract. [Request Ref: DSR 2]
  3. Request the electronic version of the personal information you have supplied to us, so it can be provided to another company. We would provide the information in a commonly used electronic format. [Request Ref: DSR 3]
  4. Request to restrict the use of your information by us, under the following circumstances [Request Ref: DSR 4]:
    1. If you believe that the information we hold about you is inaccurate, or;
    2. If you believe that our processing activities are unlawful and you do not want your information to be deleted.
    3. Where we no longer need to use your information for the purposes set out in this Privacy Statement, but it is required for the establishment, exercise or defence of a legal claim.
    4. Where you have made an objection to us (in accordance with section 5 below), pending the outcome of any assessment we make regarding your objection.
  5. Object to the processing of your data under the following circumstances [Request Ref: DSR 5]:
    1. Where we believe it is in the public interest to use your information in a particular way, but you disagree.
    2. Where we have told you we are using your data for our legitimate business interests and you believe we shouldn’t be (e.g. you were in the background of a promotional video but you did not agree to be in it).

    In each case under section 5 above, we will stop using your information unless we can reasonably demonstrate legitimate grounds for continuing to use it in the manner you are objecting to.

If you would like to request any of the above, please contact us and submit a written request, including the request reference (e.g. DSR 1), as this will speed up your request. To ensure that we do not disclose your personal information to someone who is not entitled to it, when you are making the request we may ask you to provide us with:

  • Your name;
  • Address(es);
  • Date of birth;
  • Any policy IDs or reference numbers that you have along with a copy of your photo identification.

All requests are free of charge, although for requests for the provision of personal information we hold about you (DSR1) we reserve the right to charge a reasonable administrative fee where, for example, we reasonably believe an excessive number of requests are being made. Wherever possible, we will respond within one month from receipt of the request, but if we don’t, we will notify you of anticipated timelines ahead of the one month deadline.

Please note that simply submitting a request doesn’t necessarily mean we will be able to fulfil it in full on every occasion – we are sometimes bound by law which can prevent us fulfilling some requests in their entirety, but when this is the case we will explain this to you in our response.

Our Privacy Notice.

If you have any queries regarding our privacy notice please contact us and we will be happy to discuss any query with you. Our privacy notice will be updated from time to time so please check it each time you submit personal information to us or renew your insurance policy.

How you can contact us about this Privacy Notice?

If you have any questions or comments about this privacy notice please contact:

The Data Protection Officer
Bowling Mill
Dean Clough Industrial Park

You may also email us at rsam.crt@uk.rsagroup.com.

How you can lodge a complaint?

If you wish to raise a complaint on how we have handled your personal information, please send an email to rsam.crt@uk.rsagroup.com or write to us using the address provided. Our Data Protection Officer will investigate your complaint and will give you additional information about how it will be handled. We aim to respond in a reasonable time, normally 30 days.

If you are not satisfied with our response or believe we are not processing your personal information in compliance with UK Data Protection laws, you may lodge a complaint to the Information Commissioner’s Office, whose contact details are;

Information Commissioner’s Office
Wycliffe House
Water Lane

IP Addresses

When you visit our website certain information will be logged automatically so that the server can recognise your IP address (the unique address which identifies your computer on the internet). IP addresses are used to administer, monitor and analyse the website and may be used to collect general demographic information. Individual users are not identified and the IP addresses are not linked to personal information relating to you.


Cookies are small text files placed on your computer and are commonly used on the internet. There are various types of cookies which perform different functions, such as remembering which items you have placed in your shopping basket or analysing your browsing behaviour to enable advertisers to present you with adverts more relevant to you and your interests.

For more information about cookies, visit www.allaboutcookies.org. The image signifies that the selected link will open in a new tab - purple tab icon The image signifies that the selected link will open in a new tab - white tab icon The image signifies that the selected link will open in a new tab - black tab icon

Accepting or rejecting cookies

Most web browsers will accept cookies, but if you would prefer we did not collect data by this method, you can disable this function within your browser settings. If you want to delete any cookies that are already on your computer, please refer to the instructions for your file management software to locate the file or directory that stores cookies.

We use cookies to:

  • Collect information that will help us to distinguish visitors, to understand visitors' browsing habits on our website and to improve their experience
  • Compile statistical reports on website activity e.g. numbers of visitors and the pages they visit
  • Collect information that will allow us to tailor advertising to make it more relevant for you, based on your previous interactions with our website
  • Remember information about you when you visit our site. Some of the cookies are essential in order to provide our services to you.

Strictly necessary cookies

These cookies are not used on this website.

Functionality cookies

These cookies are not used on this website.

Targeting cookies

These cookies are not used on this website.

Performance cookies

These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. They also allow us to record and count the number of visitors to the website, all of which enables us to see how visitors use the website in order to improve the way that our website works. These cookies do not collect information that identifies a visitor, as all information these cookies collect is anonymous and is only used to improve how our website works.

Cookie Purpose of Cookie
  • This cookie is created while filling / sending online forms like a "Motor Vehicle Accident Claim Form"
  • This cookie is retained for a very short while when the form is being sent and is deleted soon afterwards
  • This cookie is not stored anywhere.

These cookies will be reviewed and updated on a regular basis.

Other sites

This site contains link[s] to other site[s] whose information practices will be different from ours. You should consult the other sites' privacy notices, as we have no control over information that is submitted to, or collected by, these third parties.

Transfer of Website

Notwithstanding anything else that has been agreed or represented (in the Conditions of Use, Privacy Policy or otherwise) if the www.motability.rsagroup.co.uk website is transferred to another provider we may transfer to the new provider any information which we have obtained from you in connection with www.motability.rsagroup.co.uk, providing the new provider undertakes (in terms which are enforceable by you) to hold it in accordance with this Privacy Policy and the Conditions of Use.