Privacy Notice:

Imperial Health Solutions PLC is an Assistance Provider which handles acute personal assistance on behalf of insurance companies, by offering a wide range of solutions for medical and travel assistance, health assistance and roadside assistance.  Our quality, information security, data protection and compliance make up the parameters for the success of our business.  We work consistently to protect your personal data and we strive to ensure that you are fully informed and that you understand how we treat your personal data.  This Privacy Notice explains why your personal and health information are collected, the ways in which your data is being used, and your rights under the General Data Protection Regulation (GDPR) EU2016/679.       

WHAT PERSONAL DATA WE COLLECT & PROCESS:

The personal data that we are collecting and processing is required to provide you with assistance services and facilitate payment for services rendered. This data contains:

Personal / Contact details:

• Your name, home and email address, home and mobile phone numbers, date of birth, Social Security Number (where applicable) and gender
• Hotel name and room number along with tour operator – where applicable- travel details (arrival, departure dates etc)
• Details about your caregivers, legal representatives and emergency contact details
• Relevant information from other health professionals, relatives or caregivers
• Insurance policy
• Purpose of travel and Travel Information
• Cause of insurance notification

Medical Information:

• Your health history
• Treatment plans and consent
• Names of other healthcare providers
• Family medical history
• Objective findings
• Diagnoses
• Reason for discharge, and discharge plan
• Results of investigations such us laboratory tests, x-rays, ultrasound images, medical reports etc.
• Correspondence with you and other health professionals or institutions regarding your health and care
• Details of any complaints you have made and how they were dealt with

Financial information:

• Your insurance benefit coverage information
• Your Credit Card Information
• Other information to facilitate payment for services provided.

Technical information:

When you are visiting our Website, we automatically collect, and store anonymized technical information from you. These are:

• IP address
• device ID
• browser type
• operating system
• mobile device identifiers
• geo-location data
• state or country from which you accessed our website
• specific webpages visited
• date and time of a visit
• websites you visited immediately before and after visiting our website
• number of links and specific links you click within our website
• functions you use on our website
• any reservations, updates, purchases or other transactions through our website
• data you view or download from our website

HOW WE COLLECT YOUR PERSONAL DATA:

Your personal data can be collected by us when your insurance company is transferring your case to us or when you call our Call Center. Your personal data are recorded on paper and electronically in our computer systems. Our computers systems enable information to be shared between staff members who are responsible for your case so that they have the right information at the right time.

YOUR PERSONAL DATA IS USED TO:

The collection and use of your personal data is essential for us to effectively conduct and manage our business functions and activities.  We will only collect your personal data for the grounds of fulfilling our purpose which are as follows:

• to assess eligibility of the policy holder;
• to assess if a claim falls within the scope of insurance cover;
• to assess the quality of the medical treatment rendered;
• to provide you with assistance and claims handling service in connection with travel and expat health insurance;
• carrying out claim assessments, claims processing, settlement and guaranteeing of both medical and non-medical claims for policy holders and members under a set of policy conditions;
• communicating with you;
• responding to your inquiries;
• meeting our legal and regulatory requirements; and
• conducting and improving our business relationship with you.

HOW WE COLLECT INFORMATION:

Your personal information is collected by lawful and fair means, and where applicable, we will collect your personal information directly from you. We may also collect your personal information from other persons who are authorised to act on your behalf.

We may obtain personal information over the phone, by fax, by email and in hard copy format.

We may also receive information collected from insurance companies and assistance companies helping you on behalf of your insurer or other agencies so that we can provide our services to you. We will collect personal information about you only if you contact us or if we are instructed to do so by your insurance company or by an assistance company helping you on behalf of your insurer.

In order for us to collect and hold personal information, we may also, as required, request a signed “Consent for Release of Personal Information Form” from you.

HOW WE KEEP YOUR PERSONAL DATA CONFIDENTIAL:

Everyone working for Imperial Health Solutions PLC has a legal duty to maintain the highest level of confidentiality. All staff members are instructed and special trained on handling confidential information and data.

Imperial Health Solutions PLC computer systems and networks are designed to ensure the availability and integrity of data and all necessary technical measures have been taken to ensure data protection. Your information will be stored, managed and used with the greatest possible care.

WITH WHOM WE SHARE YOUR PERSONAL DATA:

To make sure you receive the best possible service, we might share relevant information about you with other organizations, either via paper or by secured computer systems sharing.  We will only use and disclosure your personal data in limited circumstances, including:

• for the primary purposes for which it was collected such as those described above (i.e. for our business functions and activities);
• where you have consented to the use or disclosure;
• where required or authorised by Union or member state law, or to a court/tribunal;
• where we reasonably believe that the use or disclosure is necessary to prevent serious impact to an individual’s life, health or safety or a serious threat to public health or safety.

Before we share any of your personal data or information we will inform you to make sure you are aware of the information sharing and to give us your consent. If we are unable to contact you, we will only share information where we can demonstrate it is in the best interest of yourself or another individual. This is to ensure that you receive the best quality of service.

When information is shared, it is passed securely to, and kept confidential by, the people who receive it. It will only be used for the purpose for which it has been shared.

We will not disclose your personal information for any other secondary purpose, unless your consent has been given or as required by law and we will not sell or license any personal information that we collect from you.

SHARING YOUR INFORMATION WITHOUT YOUR CONSENT:

We will inform you and ensure you are satisfied for your information to be shared, but there are times when we might need to share your information without your consent. This will only happen where we are legally required to do so, or the law allows us to do so in order to fulfill our contractual obligations for our services, to protect you or other people.

Such situations include:

• Where there is a risk of harm or abuse to you or other people.
• Where a serious crime, such as an assault, is being investigated or where it could be prevented.
• To control infectious diseases such as meningitis, tuberculosis (TB) or measles.
• Where the courts have made a formal order in relation to a court case.

We will try to inform you if we share your information without your consent.

DATA RETENTION OF YOUR PERSONAL DATA:

For your best possible service, your personal data are stored and kept in our computer systems until you request complete erasure of your data or the legal retention period has been passed.

IMPERIAL HEALTH SOLUTIONS PLC WEBSITE COOKIE POLICY:

Our Website may use cookies to store information in your computer or mobile device to improve your online experience. Cookies are small text files which let you navigate between pages efficiently, help us understand how this website is performing and generally improve your browsing experience. Cookies can also help to ensure the advertising you see online is more relevant to you.

Generally, our cookies may perform the following functions:

In case that you wish to activate or deactivate the use of cookies from your browser’s settings, depending on your browser you can visit the following web pages in order to obtain the appropriate information:

• Microsoft Internet Explorer
• Microsoft Edge
• Mozilla Firefox
• Google Chrome
• Opera
• Safari
• Safari for iPad and iPhone

We are using the above described data to make our Website user-friendly and to protect our IT Systems from different kind of cyber-attacks or other illegal activities.

FURTHER INFORMATION, YOUR RIGHTS AND ACCESSING YOUR RECORDS:

If you would like to know more about how we use your Personal Data or you have any complaints please fill free to contact our Data Protection Officer:

Data Protection Officer: Mr. Marcus Kuechler

e-Mail: [email protected]

Postal Mail:

Attn: Data Protection Officer (DPO)
Imperial Health Solutions PLC
20 Sanoudaki Str., GR 70014
Hersonissos-Crete, Greece

Any written request will be answer in 30 working days.

At this point we would like to inform you about your rights regarding your personal data:

• You have the right at any time to withdraw your consent according processing and storing your personal data.
• You have the right to get a copy of your personal data and files that we keep in our systems. If you want to see or have a copy of your records, please inform our Call Center or our Data Protection Officer and a copy of your records will be given to you. Handling Fees might occur.
• You have the right at any time to request a complete erasure of your personal data and information held in our systems.
• You have the right at any time to request rectification of your personal data kept in our systems.
• You have the right to object data processing of your personal data kept in our systems where possible.
• You have the right to request data portability of your personal data kept in our systems to another organization.
• You have the right at any given time to file a complaint at the Hellenic Data Protection Authority (DPA), Kifissias 1-3 11523 Athens – Greece, Tel.: +30 210 6475600, e-mail: [email protected].

POLICY CHANGES:

We reserve the right to change this Policy at any time for any reason by posting revisions on this webpage or on applicable apps.  Such changes will be effective upon posting but will not apply retroactively.