privacy policy

Who we are

Our website address is:

What personal data we collect and why we collect it

We collect personal data from users and site visitors. This may include personal data, such as name, email address, personal account preferences; transactional data, such as purchase information; and technical data, such as information about cookies.

We will only collect the personal data about you that is needed to proceed with Claims. We process the following personal data for the purposes that are mentioned in this privacy statement:

  • E-mail address;
  • Name and address details;
  • Telephone number;
  • Gender;
  • Country of birth;
  • Date of birth.

In some cases we also process the following personal data, in case this is required by an airline or for possible legal steps:

  • A copy of your passport/identification;
  • Marital status.

We require this information from you to provide you with a service. When you give this information on our website, you consent for us to use your personal information to:

  • Contact you via the contact methods you have chosen to provide, including via text message, telephone, email and by post.
  • Contact you regarding your claim and other services that may be of interest to you.
  • Administer our website, including ensuring that we can enable your use of the services on our website (including enquiries and complaints about our website) and improve your browsing experience by personalising the website.
  • Internal record keeping.
  • Periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail.

During the provision of our services, you agree for us to process yo ur personal information through signing our Letter of Authority which means you agree to our Terms and Conditions, to allow us to:

  • Supply services to you under your contract;
  • Send you general commercial communications by the contact details you have provided to us during our services;
  • Contact third-parties on your behalf, with your specific instruction;
  • Send you email notifications which you have specifically requested; and
  • Send statements and invoices to you, and collect payments from you.

We collect, store and use the following kinds of your data:

  • Information about your computer and about your visits to and use of this website (including your IP address, geographical location, browser type, referral source, length of visit and number of page views);
  • Information relating to any transactions carried out between you and us on or in relation to this website, including information relating to the supply of our services;
  • Information that you provide to us for the purpose of registering with us (including name, address, telephone number and any financial information);
  • Information that you provide to us for the purpose of subscribing to our website services, email notifications and/or newsletters);
  • Information required to complete our services that we will request directly from you, including your personal circumstances and information about your financial products and services; and
  • Any other information that you choose to send to us.

Failure to Provide Data

In order to be able to complete our services for you, we do require certain personal information to be provided to us from yourself. If this data is not provided, we may not be able to fulfil our contract with you. In this event, we will explain what data is required and why. If you do not wish to provide us with this, we have the right to terminate your contract with us in accordance with our Terms and Conditions, which you agree to upon signing these.

Do we provide data to third parties?

We only use third parties to carry out our services and activities in case it is necessary. If these third parties have access to your data, we always take appropriate measures to ensure that your data is protected and only used for the intended purposes.

In the execution of our services and activities we use the following third parties with whom we possibly share your personal data:

  • Hosting parties;
  • Legal partners.

The transfer of personal data to countries outside of the European Union will only occur to countries that, in accordance with the relevant legislation, offer an appropriate level of protection for the processing of personal data, such as for example the US/EU Privacy Shield.

Who we share your data with

We share your data with your permission where it is necessary to process your claim. We do not sell your data to any third party.  this section, you should name and list all third-party providers with whom you share site data, including partners, cloud-based services, payment processors, and third party service providers, and note what data you share with them and why. Link to their own privacy policies if possible.

Contact forms

Please note that personal data is captured when someone submits a contact form, and we only keep that data as long as it requires to process your claim. For example, you may note that you keep contact form submissions for a certain period for customer service purposes, but you do not use the information submitted through them for marketing purposes.


A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.


If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

What automated decision making and/or profiling we do with user data

You are in complete control. You can object or withdraw your consent to the use of your personal data at any time. Though in some cases this may not be possible, for example, if there is a live, successful claim that we are handling on your behalf as part of our Claims Service, as set out in your signed Terms and Conditions. We will tell you if this is likely to be the case.

If you do wish to withdraw your consent, please email our Data Processor’s inbox at

If at any point you believe the information we process on you is incorrect you can request to see this information, and have it corrected or deleted (subject to conditions).