PRIVACY | HOMEPROTECT

You have rights to obtain and reuse your personal data for your own purposes across different services. E.g., if you decide to switch to a new provider, this enables you to move, copy or transfer your information easily between our IT systems and theirs safely and securely, without affecting its usability.

Homeprotect Privacy Policy

LAST UPDATED: 9th December 2025

Homeprotect has created this privacy policy to demonstrate our firm commitment to privacy by describing how we collect, look after, and use your personal information, your privacy rights, and how the law protects you.

About Homeprotect

Homeprotect provides home insurance for UK customers. Homeprotect is a trading name of Avantia Insurance Limited which is authorised and regulated by the Financial Conduct Authority, firm reference number 304432. Avantia Insurance Limited is the controller and is responsible for your personal information (collectively referred to as “we”, “us” or “our” in this privacy policy). Avantia Insurance Limited is registered with the Information Commissioner’s Office under registration number Z7831579.

WHAT DOES THIS PRIVACY POLICY COVER?

We have created this privacy policy to demonstrate our firm commitment to data privacy by explaining how we collect, look after, and use your personal information, your privacy rights, and how the law protects you. It is important that you read this privacy policy together with any other data protection policy or fair processing notice we may provide on specific occasions when we are collecting or processing your personal information so that you are aware of how and why we are using your personal information. This privacy policy supplements such other notices and is not intended to override them.

This privacy policy:

• Sets out the types of personal information we collect about you.
• Explains how we collect your personal information.
• Explains when, why and with whom we will share your personal information.
• Explains how we look after your personal information.
• Explains how we use your personal information and the legal bases we have for using your personal information.
• Explains how we use your information to make automated decisions.
• Explains what happens if you choose not to give personal information.
• Explains how long we keep your personal information.
• Sets out your legal rights.
• Explains how to get a copy of your personal information.
• Explains how to contact us.
• Explains our use of cookies and how you can disable such cookies.

WHAT PERSONAL INFORMATION WE COLLECT ABOUT YOU

Personal information means any information relating to an identified or identifiable natural person. This does not include information that has been anonymised or aggregated so that it can no longer be used to identify a specific natural person, whether in combination with other information or otherwise.

These are some of the types of personal information that we may collect use, store, and transfer:

We may also collect, use, store and transfer special categories of personal information about you, only where we are permitted under the law to do so, which includes details about your:

• Racial or ethnic origin.
• Religious or philosophical beliefs.
• Trade union membership.
• Genetic and biometric data.
• Health data including when you disclose a vulnerability to us.
• Criminal convictions and offences.

WHERE WE COLLECT PERSONAL INFORMATION FROM

We may collect personal information about you from any of these sources:

Direct interactions, which includes personal information you give to us:

• When you apply for our products and services.
• When you talk to us on the phone.
• When you use our websites, mobile device apps or web chat services.
• In emails and letters.
• When you click on our ads in social media and search engines.
• In insurance claims or other documents.
• In customer surveys.
• If you take part in our competitions or promotions.

Third-parties or publicly available sources, including personal information we receive from:

• Companies that introduce you to us.
• Credit, payment, and other types of card associations.
• Credit reference agencies.
• Insurers and reinsurers – including, but not limited to, AXA.
• Comparison websites.
• Social networks.
• Fraud prevention agencies.
• Public information sources such as Companies House.
• Agents working on our behalf including Sales, Service and Claims activities.
• Market researchers.
• Government and law enforcement agencies.
• Third-party anti-click fraud partners.

If you are providing personal data of another individual to us, you must tell them you are providing their information to us and show them a copy of this notice. 

WHO WE SHARE YOUR PERSONAL INFORMATION WITH

We may share your personal information with:

• Regulators and other authorities (including the Information Commissioner’s Office).
• UK Financial Services Compensation Scheme.
• Credit reference agencies.
• Fraud prevention agencies.
• Outsourced partners including Webhelp, Davies Group, and administrative teams based outside of the UK.
• Organisations that introduce you to us.
• Market researchers.
• Price comparison websites and similar companies that offer ways to research and apply for financial products and services.
• Companies with whom you ask us to share your data.
• Insurers and reinsurers – including, but not limited to, AXA.
• If you pay by instalments, we will share your details with PremFina our premium finance system provider.
• If you make an insurance claim, information the insurer may put on a register of claims. This will be shared with other insurers.
• Companies who perform marketing services on our behalf such as third-party vendors including but not limited to Salesforce, Google, Microsoft and Meta Platforms, Inc.
• Third-parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal information in the same way as set out in this privacy notice.

We require all third-parties to respect the security of your personal information and to treat it in accordance with the law. We do not allow our third-party service providers to use your personal information for their own purposes and only permit them to process your personal information for specified purposes and in accordance with our instructions.

This privacy policy addresses only our use and handling of personal information we collect from you in connection with providing our services. If you disclose your information to a third-party or visit a third-party website via a link from our services (including those listed below), their privacy notices and practices will apply to any personal information you provide to them, or they collect from you. We cannot guarantee the privacy or security of your personal information once you provide it to a third-party and we encourage you to review their privacy notices and practices.

IF YOU HAVE ANY ADDITIONAL COVER OPTIONS:

If you have

• Legal Expenses Cover.
• Home Emergency Cover.

then cover is provided by ARAG Legal Expenses Insurance Company Limited, and their Privacy Policy can be found online.

If you have:

• Key Protect Cover.

then cover is provided by Coplus, and the Coplus Privacy Policy can be found online.

INTERNATIONAL TRANSFERS

We may transfer your personal information outside of the United Kingdom or European Economic Area (‘EEA’) to:

• Comply with your instructions.
• Comply with a legal or regulatory obligation.
• Work with our agents/suppliers for contractual purposes or to improve customer experience.

Whenever we transfer your personal information out of the United Kingdom or EEA, we ensure a similar degree of protection is afforded to it by ensuring at least one of the following safeguards is implemented:

• We will only transfer your personal information to countries that have been deemed by us to provide an adequate level of protection. Where we transfer Personal Data to countries such as India for administration activities including email and webchat responses we use appropriate safeguards.
• Where we use certain service providers, we may use specific contracts approved by the European Commission which give personal information the same protection it has in Europe.
• Where we use providers based in the US, we may transfer data to them if they are part of the UK-US Data Bridge or the EU-US Data Privacy Framework, as applicable, which requires them to provide similar protection to personal information shared between the United Kingdom, Europe and the US.

Please contact us if you want further information on the specific mechanism used by us when transferring your personal information out of the United Kingdom or EEA.

HOW WE LOOK AFTER YOUR PERSONAL INFORMATION

We are committed to ensuring your personal information is secure. To minimise the risk that there is unauthorised access to or disclosure of your personal information, we put in place, where practicable, appropriate physical, electronic and managerial procedures to safeguard and secure it.

We also limit access to your personal information to those employees, agents, contractors and other third parties on a “need-to-know” basis. They will only process your personal information on our instructions, and they are subject to a duty of confidentiality.

We have in place procedures to deal with any suspected personal information breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

HOW WE USE PERSONAL INFORMATION AND HOW THE LAW PROTECTS YOU

Data Protection law only allows us to use personal information if we have a proper reason to do so. The law recognises four proper reasons for using personal information:

• To fulfil a contract, we have with you.
• When it is our legal duty.
• When it is in our legitimate interests.
• When you consent to it.

A legitimate interest is when we have a business or commercial reason to use your information. But even then, it must not unfairly go against what is right and best for you. If we rely on our legitimate interest, we will tell you what that is.

Here is a list of ways that we may use your personal information, which of the reasons we rely on to do so and our legitimate interests.

MARKETING

We may use your personal information to tell you about relevant products and offers. This is what we mean by ‘marketing’. We may use this personal information to form a view on what we think you may want or need, or what may be of interest to you, and therefore which products, services and offers may be relevant for you. We use our marketing systems (including AI) to tailor the content, timing and frequency of messages to you based on your preferences and how you interact with us, while always respecting opt outs.

We will only:

• Use your personal information to send you marketing messages or exclude you from them
• Share your personal information with any company outside our group of companies for marketing purposes if you have explicitly given your marketing consent.

You can ask us to stop sending you marketing messages by visiting our website at any time.

Whatever you choose, you’ll still receive transactional messages such as renewal notifications, and other important information about your policy such as changes to terms and conditions.

We may ask you to confirm or update your choices if you take out any new products or services with us. We’ll also ask you to do this if there are any relevant changes in the law, regulation, or the structure of our business.

IP address, device location and device model may be transferred on to third party anti-click fraud partners that we work with.

We use ClickPatrol, a fraud protection service based in the Netherlands (Goeman Borgesiuslaan 77, 3515 ET Utrecht), to safeguard our Google Ads campaigns.

We do not sell your data to third parties for marketing purposes.

HOW WE USE ARTIFICIAL INTELLIGENCE (AI) AND AUTOMATED DECISION MAKING (ADM)

What we mean by AI:

• By “AI”, we mean technologies that use data to identify patterns, make predictions, automate tasks, or generate content. This includes machine learning, predictive analytics, natural language tools and similar systems.

What we mean by ADM

• By “ADM”, we mean making decisions through automations such as machine learning and data modelling.

How we use AI. We use AI to support and improve our existing services. This includes:

• Underwriting and pricing, for example improving risk assessment and pricing accuracy.
• Claims management, for example triaging claims and supporting faster resolutions.
• Fraud detection and prevention, for example screening and monitoring to help protect customers and the business.
• Customer communications and experience, for example scheduling email sends or drafting emails.
• Internal quality assurance, compliance monitoring, and process improvement such as driving efficiencies and task automation .

We only feed AI the personal data it genuinely needs for the task and take steps to protect your privacy, for example:

• We use only the personal data relevant to the task.
• Where possible, we use data minimisation techniques such as pseudonymisation, redaction and aggregation.
• We do not intentionally use special category data (for example health data) or criminal offence data in AI systems unless it is necessary, lawful and subject to appropriate safeguards. If we must do so, we rely on a valid condition under the UK GDPR and the Data Protection Act 2018 and apply additional protections.
• We apply human oversight that is appropriate to the context, review AI & ADM outputs regularly and keep models under performance monitoring.

We only use AI when the law allows it. Depending on what we’re doing, this may be for any of the following reasons:

• Performance of a contract, for example reviewing a claim.
• Legitimate interests, for example improving products and services, ensuring network and information security, preventing abuse. We balance these interests against your rights and freedoms.
• Legal obligations, for example preventing fraud or complying with regulatory requirements.
• Consent, where required by law, for example certain direct marketing activities.

HOW WE USE YOUR INFORMATION TO MAKE AUTOMATED DECISIONS

We sometimes use systems to make automated decisions based on personal information we have – or can collect from others – about you. This helps us to make sure our decisions are quick, fair, efficient, and correct, based on what we know. These automated decisions can affect the products, services or features we may offer you now or in the future, or the price that we charge you for them.

Here are the types of automated decision we make:

QUOTE

All the information you provide us about you, your household and your property will be used to make automatic decisions about your policy. The decisions made include calculating an appropriate price for your policy and deciding if your application needs to be referred for further review.

The information you provide might affect whether or not we can provide insurance cover or the price of the quote you receive.

TAILORING PRODUCTS AND SERVICES

When you complete a quote either direct or through a Comparison Website we may place you in groups with similar customers. These are called customer segments. We may use these to study and learn about our customers’ needs, and to make decisions based on what we learn. This helps us to design products appropriately for different customer segments, and to manage our relationships with them.

PAYING BY INSTALMENTS

When you enter into an Agreement with Avantia Insurance Limited, we may also use information about you, in compliance with applicable laws or regulatory rules, to process your application with credit reference agencies:

1. We will supply your personal information to credit reference agencies, and they will give Us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace, and recover debts and prevent criminal activity.
2. We may also continue to exchange information about you with credit reference agencies on an ongoing basis, including about your settled accounts and any debts not fully repaid on time. Credit reference agencies will share your information with other organisations. Your data will also be linked to the data of your spouse, any joint applicants, or other financial associates.

• The identities of the credit reference agencies, and the ways in which they use and share personal information, are explained in more details by each of the three credit reference agencies – TransUnion, Equifax and Experian.

Credit scoring methods are tested regularly to make sure they are fair and unbiased.

We only use ADM in situations where the law allows it. This means one of the following must apply:

• It is necessary to enter into or perform your contract with us and there is no practical way to make the decision manually.
• The law requires or permits automated decisions, and provides safeguards, for example fraud prevention checks.
• The law requires or permits automated decisions, and provides safeguards, for example fraud prevention checks.
• You have given your explicit consent to the ADM.

We avoid using special category data in ADM unless the law allows it and you have given your explicit consent, or a substantial public interest condition applies and strict safeguards are in place.

Where we make a decision that is solely automated and has a legal or significant impact on you, for example initial eligibility decisions, we put safeguards in place to protect your rights. This includes:

• Informing you of the decision and how it was reached.
• Allowing you to express your point of view and/or contest the decision.
• Allowing you to request that a human review the decision.

To exercise these rights, please contact us via email at [email protected] or write to us at: Homeprotect, CI Tower, St George’s Square, New Malden, KT3 4HG

IF YOU CHOOSE NOT TO GIVE PERSONAL INFORMATION

We may need to collect personal information by law, or under the terms of a contract we have with you.

If you choose not to give us this personal information, we may not be able to fulfil our legal or contractual obligations. This may mean we cannot issue you an insurance policy and we cancel a product or service you have with us.

Any data collection that is optional would be made clear at the point of collection.

HOW LONG WE KEEP YOUR PERSONAL INFORMATION

The period we retain your personal information for will differ depending on the nature of the personal information and what we do with it. We typically keep quote, policy and claims records for up to ten years for one of these reasons:

• To respond to any questions or complaints.
• To show that we treated you fairly.
• To maintain records according to rules that apply to us.
• For claims purposes.

We may keep your data for longer than ten years if we cannot delete it for legal, regulatory, or technical reasons. We may also keep it for research or statistical purposes. If we do, we will make sure that your privacy is protected and only use it for those purposes.

YOUR LEGAL RIGHTS

You have the following rights in relation to your personal information:

1. The right to be informed

You have the right to be provided with clear, transparent, and easily understandable information about how we use your information and your rights. Therefore, we are providing you with the information in this Privacy Policy.

2. The right of access

You have the right to obtain access to your information (if we are processing it), and certain other information (like that provided in this Privacy Policy). This is so you are aware and can check that we’re using your information in accordance with data protection law.

3. The right to rectification

You’re entitled to have your information corrected if it’s inaccurate or incomplete, though we may need to verify the accuracy of the new data you provide to us.

4. The right to erasure

This is also known as ‘the right to be forgotten’ and, in simple terms, enables you to request the deletion or removal of your information where there is no compelling reason for us to keep using it. This is not a general right to erasure; there are exceptions. We may not always be able to comply with your request of erasure for specific legal reasons which will be notified to you, if applicable, at the time of your request.

5. The right to restrict processing

You have rights to ‘block’ or suppress further use of your information. When processing is restricted, we can still store your information, but may not use it further. We keep lists of people who have asked for further use of their information to be ‘blocked’ to make sure the restriction is respected in future.

6. The right to data portability

You have rights to obtain and reuse your personal data for your own purposes across different services. E.g., if you decide to switch to a new provider, this enables you to move, copy or transfer your information easily between our IT systems and theirs safely and securely, without affecting its usability.

7. The right to object

You have the right to object to certain types of processing, including processing for direct marketing (which we do only with your consent).

If you wish to exercise any of the rights set out above, please contact us. Find out more about how to access the data we have on file for you, or request for it to be erased.

HOW TO GET A COPY OF YOUR PERSONAL INFORMATION

If you wish to make a request for information we hold about you, please send us the following information:

• Full name
• Address
• Telephone number
• Email address (if applicable)
• Details of the request: are you requesting information on yourself or on behalf of someone else? If you are requesting on someone else’s behalf we will need their details and an explanation as to why you are making the request on their behalf. Describe what information you would like and add any other information you think may be relevant
• Please include the following declaration:   I …………………………………………..(name) certify that the information given on this application form to Avantia Insurance Limited is true. I understand that it is necessary for Avantia Insurance Limited to confirm my/the data subject’s identity and it may be necessary to obtain more detailed information in order to locate the correct personal data

You can send this to us via:

• Email to [email protected]
• Give us a call on 0300 660 1000
• You could also get in touch via social media – we are on Facebook and X (formerly known as Twitter)
• Or put your request in a letter and send it to:

Homeprotect,

CI Tower,

St George’s Square,

New Malden,

KT3 4HG

Please provide as much detail as possible to help us find the information. The more details you can provide, the more likely we are to be able to find the information you seek.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive. Alternatively, we may refuse to comply with your request in these circumstances.

We may need to request specific information from you to confirm your identity and ensure your right to access your personal information (or to exercise any of your other rights). This is a security measure to ensure that personal information is not disclosed to any person who has no right to receive it.

We try to respond to all legitimate requests within one month but it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you and keep you updated.

Find out more about the DSAR process.

HOW TO WITHDRAW YOUR CONSENT

You can withdraw your marketing consent at any time. To do so visit our website or send us an email to [email protected]

HOW TO CONTACT US

Please let us know if you are unhappy with how we have used your personal information. You can write to us at:

Customer Relations Manager
Homeprotect 
CI Tower 
St George’s Square 
New Malden 
KT3 4HG

or send us an email to [email protected].

If you are not satisfied with our response to your complaint or believe our processing of your information does not comply with data protection law, you can make a complaint to the Information Commissioner’s Office (ICO). Find out on their website how to report a concern.

COOKIES

We also use cookies on our website for a variety of purposes – some essential such as ensuring secure payments and others non-essential such as sharing cookie information with third parties such as Google, to analyse website performance and collect data to display Homeprotect adverts to users on other websites and exclude some users from adverts (such as people who have purchased). When you first visit our site you will be asked whether you’d like to accept non-essential cookies. Should you wish to change your choice, simply click the ‘Manage Privacy Settings’ or ‘Privacy’ links in the footer of our web pages. Full details on this, including how to opt out, can be found in our cookie policy.