We use Personal Information for different purposes depending on our relationship with you.
The main purposes are to:
- provide insurance and other services and make related assessments and decisions (automated and non-automated)
- manage claims
- communicate with you
- obtain feedback and manage complaints
- detect, investigate and prevent crime
- manage, develop and improve our business, products and services (including using data analysis)
- advertise and market our services.
We use Personal Information to carry out our business activities. The purposes for which we use your Personal Information will differ based on our relationship, including the type of communications between us and the services we provide. Personal Information will be used for different purposes if you are a policyholder, insured or claimant under an insurance policy, a commercial insurance broker or appointed representative, a witness or another individual with whom we have a relationship.
The main purposes for which we use Personal Information are to:
A. Communicate with you and other individuals.
B. Make assessments and decisions (automated and non-automated, including by profiling individuals) about: (i) the provision and terms of insurance and (ii) settlement of claims and provision of assistance and other services.
C. Provide insurance, claims and assistance services, and other products and services which we offer, including claim assessment, administration, settlement and dispute resolution.
D. Assess your eligibility for payment plans, and process your premium and other payments.
E. Improve the quality of our products and services, provide staff training and maintain information security (for example, for this purpose we may record or monitor phone calls).
F. Prevent, detect and investigate crime, including fraud and money laundering, and analyse and manage other commercial risks.
G. Carry out research and data analysis, including analysis of our customer base and other individuals whose Personal Information we collect, complete market research, including customer satisfaction surveys, and assess the risks faced by our business, in accordance with applicable law (including obtaining consent where required).
H. Provide marketing information in accordance with preferences you have told us about (marketing information may be about products and services offered by our third party partners subject to your expressed preferences). We may carry out marketing activities in accordance with your preferences by using email, SMS and other text messaging, post or telephone.
I. Allow you to participate in competitions, prize draws and similar promotions, and to administer these activities. These activities have additional terms and conditions, which will contain more information about how we use and disclose your Personal Information where this is useful to provide you with a full picture of how we collect and use Personal Information, so we recommend that you review those too.
J. Personalise your experience when you use AIG Digital Services or visit third party websites by presenting information and advertisements tailored to you, identify you to anyone to whom you send messages through the AIG Digital Services, and facilitate sharing on social media.
K. Manage our business operations and IT infrastructure, in line with our internal policies and procedures, including those relating to finance and accounting; billing and collections; IT systems operation; data and website hosting; data analytics; business continuity; records management; document and print management; and auditing.
L. Manage complaints, feedback and queries, and handle requests for data access or correction, or the exercise of other rights relating to Personal Information.
M. Comply with applicable laws and regulatory obligations (including laws and regulations outside your country of residence), for example, laws and regulations relating to anti-money laundering, sanctions and anti-terrorism; comply with legal process and court orders; and respond to requests from public and government authorities (including those outside your country of residence).
N.Establish, enforce and defend legal rights to protect our business operations, and those of our group companies or business partners, and secure our rights, privacy, safety or property, and that of our group companies or business partners, you, or other individuals or third parties; to enforce our terms and conditions; and pursue available remedies and limit our damages.
The table below is a summary of the types of Personal Information used where necessary in connection with each main purpose described above. Personal Information will only be processed for these purposes where permitted under applicable law.