This notice sets out how we, Animal Friends Insurance (AFI) and Red Sands Insurance Company (the Insurer) will use personal information we collect about you when you use this website or obtain a quote by telephone. Please read this notice with care as by using this site and/or applying for insurance by telephone you agree to be bound by its terms. If you do not agree to be bound by these terms you must stop using this website immediately.

You can ask for more information about our use of your personal information or complain about its use, by contacting our Data Protection Officer by post at No.1 The Crescent, Sun Rise Way, Solstice Park, Amesbury, SP4 7QA or emailing with the subject Data Protection Officer.

We will be the data controller of your data for the purposes of the EU General Data Protection Regulation.

The privacy and security of your personal information is very important to us. We want to assure you that your information will be properly managed and protected whilst in our hands. Please read this notice carefully as it explains how we and/or your insurer, collect and use your personal information.

1. What information do we collect about you?

We collect and use personal information you submit in the process of applying for pet insurance cover. Such information may include your name, address, telephone numbers, email address, details of other persons who will act on your behalf, as well as your bank details, credit or debit card number and expiry date. We also collect information about your use of our website, such as your IP address and information obtained through our use of cookies.

Sensitive personal information

For certain products we will need to process sensitive personal data such as details of your current or former physical or mental health. Where we collect any sensitive personal data about you, we will seek your consent prior to processing this.

We may collect personal information from the following sources:

For more information about these sources, please contact the Data Protection Officer.

If you have provided information to us about someone else, you would have confirmed that you have the consent of these individuals to share their personal information with us. You should share this privacy notice with all individuals whose personal information you have shared with us as it may also apply to them.

2. How will we use the information we hold about you?

A) To provide you with services relating to an insurance quotation and/or insurance policy:

We collect and use personal information to allow us to give you a quote or to process your purchase of a policy. We also use your information in dealing with renewals and to improve our understanding of our products and services and of your interests. We will use it to manage your insurance policy, including claims handling, issuing policy documentation to you, and providing you with the services described in your policy documents.

Our assessment of your insurance application may involve an automated decision to determine whether we are able to provide a quotation and/or the price. The decisions involve the use of systems, such as our price rating and acceptability tools, and are dependent on the information you provide us (for example: post code, the breed of your pet and its age, whether you’ve had an insurance policy terminated) to produce a result as to whether we are able to provide a quotation and/or what the relevant price for your policy should be. If you object to an automated decision that is required to determine your insurance premium then we will be unable to provide you with an insurance quotation or renewal.

We will share your personal information with the insurer who will process the information to provide you with insurance cover. In the unlikely event we decide to change your insurance provider, in line with these terms and conditions, we will transfer this information to the new insurer.

We will provide you with a price for the insurance cover based on the information you provide. We reserve the right to refuse to offer insurance. All quotes are subject to acceptance by the Insurer whose decision is final.

Your personal data will be transferred to countries outside the EEA for the purpose of insurance product and service administration. It will at all times be held securely and handled with the utmost care in line with all principles of UK law.

B) Where we have a justifiable reason, such as:

C) You have given us your permission:

If you have given us permission, your information may be used by us to keep you informed by post, telephone, email or other means, of other products, offers, and services we believe may interest you. We may use a third party to send you this information, either by email or SMS which means they will have access to some of your data.

3. Lawful basis for processing your information

We need to tell you the rights we have to process the personal information you give us. We may process your information on the following bases:

4. Who do we share your personal information with?

We might share your personal information with third parties outside AFI. For further details of disclosures please see below. We won’t share any of your personal information other than for the purposes described in this Privacy Policy. It will be kept strictly confidential and will only be used for the reasons that we have described.

We may also disclose your personal information to other third parties where:

5. How long will do we keep records for?

We will only keep your personal information for as long as reasonably necessary to fulfil the relevant purposes set out in this Privacy Policy and in order to comply with our legal and regulatory obligations. The time period we retain your personal information for will differ depending on the nature of the personal information and what we do with it. How long we keep personal information is primarily determined by our regulatory obligations. We typically keep policy and claims records for up to 6 years from the end of our relationship with you. In some cases, such as if there is a dispute or a legal action we may be required to keep personal information for longer.

6. How we communicate with you about our similar products and services and information about your use of AFI and our partner websites

From time to time we would like to contact you about our products and services which we believe may be of interest to you.

There will be times when we will require your permission to provide information about our products and services. For example, when the information provided is not in relation to an enquiry made about our products or services.

We will not contact you unless you have opted to receive details in relation to the products and services we offer.

We may contact you without your permission if you fail to complete an online quotation, to see if we can offer you any help with this.

We may communicate with you by post, email, SMS, telephone and/or digital methods such as social media and online advertising, unless you have told us you do not want us to.
You can ask us to stop contacting you about our products and services by:

7. Access to your information and correction

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to us at the address listed below.

We want to make sure that your personal information is accurate and up-to-date. You may ask us to correct or remove information you think is inaccurate. Please contact us if this is the case.

Please note that in some cases even when you make a request concerning your personal information, we may not be required, or may not be able, to honour it as this may result in us not being able to fulfil our legal and regulatory obligations or there is a minimum statutory period of time for which we have to keep your information. If this is the case then we will let you know our reasons.

8. Cookies

Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

By using our website you agree to our use of cookies, including setting and reading cookies on your device. You can choose to restrict or block cookies through your browser settings at any time. For more information about how to do this, and about cookies in general, you can visit Please note that certain cookies may be set as soon as you visit a website, but you can remove them using your browser settings.

However, please be aware that restricting or blocking cookies set on a website may impact the functionality or performance of the website, or prevent you from using certain services provided through the website. It will also affect our ability to update the website to cater for user preferences and improve performance.

Please note that third parties (including advertising networks and providers of external services like website analysis services) may also use cookies, over which we have no control, although we may receive services from these third parties (including for targeted advertising purposes and website analytics).

For example, we use 3rd-party cookies from Google Analytics and Google AdWords to help us collect audience data to understand the behaviour of our customers and provide advertising targeted to suit your interests and preferences. Any data collected will be used in accordance with our own privacy policy and Google’s privacy policy.

Google Analytics is an industry-standard web analytics platform that provides us with statistical insight into website visitor behaviour and interaction, while Google AdWords provides (amongst other services) remarketing services to advertise to previous visitors to our site.

For example, you may see ads on Google or other websites, in the form of an advertisement on the Google search results page, or on a site in the Google Display Network, because we contract with Google and other similar companies to target our ads based on information we or they have collected.

You can opt-out of the Google Analytics Advertising Features we use by visiting Google’s Ad Settings page, configuring your relevant browser ads settings, or ad settings for mobile apps – please refer to your specific applications’ instructions or Help section for further information.

9. Other websites

Our website contains links to other websites. This privacy policy only applies to this website so when you link to other websites you should read their own privacy policies.

10. Changes to our privacy policy

We keep our privacy policy under regular review and we will place any updates on this web page. This privacy policy was last updated on 9th May 2018

11. How to contact us

Please contact our Data Protection Officer if you have any questions about our privacy policy or information we hold about you:

12. Your rights

You have a number of rights in relation to our use of your personal information including the right to:

You can make any of the request set out above at any time by using the contact details shown in your documentation. Please note in some cases we may not be able to comply with your request for reasons such as our own obligations to comply with other legal or regulatory requirements. However, we will always respond to any request you make and if we can’t comply with your request, we will tell you why.

You have the right to: