Privacy Policy.

01Who this applies to

This Privacy Policy explains how Royal Claims Services Ltd. (“Royal Claims”, “we”, “us”) collects, uses, discloses, and protects personal information when you visit this website, contact us, or when we administer a claim on behalf of an insurer, coverholder, managing agent, or other principal. By using this site or providing us with personal information, you agree to the practices described here.

02The privacy laws we follow

We handle personal information in accordance with Canadian privacy law. Depending on our activities, this includes the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and the substantially similar provincial statutes that may apply, namely British Columbia’s and Alberta’s Personal Information Protection Acts and Quebec’s Act respecting the protection of personal information in the private sector, as modernized by Law 25. Where more than one law applies, we aim to meet the highest applicable standard.

03Information we collect

Information you give us through this site

Your name, organization, email address, phone number, and the contents of any enquiry or claim notice you submit.

Claims information

When we administer a claim, we collect and process the information needed to handle it. Depending on the claim, this may include identification and contact details, policy and coverage information, details of the loss or incident, financial information, and, where relevant to the claim, sensitive information such as health or injury information. We collect this from you, from the insurer or coverholder that retained us, from brokers and other parties to the claim, and from service providers such as independent adjusters and experts.

Technical information

Like most websites, we may collect limited technical information through cookies and similar technologies. See Cookies and analytics below.

04How we use personal information

We use personal information to:

• receive, investigate, adjust, determine, and settle claims, and administer them to the standard the applicable policy requires;
• respond to your enquiries and communicate with you;
• meet our legal, regulatory, and contractual obligations, including obligations to insurers, principals, and the Lloyd’s market;
• detect, investigate, and prevent fraud, error, and misuse;
• maintain, secure, and improve this site and our services; and
• act for any other purpose permitted or required by law, or to which you consent.

05Consent

We collect, use, and disclose personal information with your consent, except where the law permits or requires us to act without it (for example, to investigate a breach of an agreement, to detect fraud, or to comply with a legal obligation). Consent may be express or implied depending on the sensitivity of the information and the circumstances. You may withdraw your consent at any time, subject to legal and contractual restrictions and reasonable notice, by contacting our Privacy Officer. Withdrawing consent may limit our ability to administer a claim or provide a service.

06When we disclose information

We disclose personal information only as needed to do the work and as permitted or required by law, including to:

• the insurer, coverholder, syndicate, managing agent, or other principal on whose behalf we act;
• brokers and other authorized parties to the claim;
• independent adjusters, investigators, medical and other experts, and legal counsel engaged for the claim;
• service providers who process information on our behalf under contract;
• reinsurers, auditors, and the Lloyd’s market where required;
• regulators, courts, and law enforcement where required or authorized by law.

We do not sell personal information.

07Service providers and information outside your province

Some of our service providers, insurers, or the Lloyd’s market may be located outside your province or outside Canada, including in the United Kingdom. Where personal information is processed in another jurisdiction, it may be subject to the laws of that jurisdiction, including lawful access by courts and authorities there. We take contractual and other measures intended to protect personal information transferred or processed outside your province, and, where required (for example under Quebec Law 25), we assess the privacy implications before transferring personal information outside the province.

08Cookies and analytics

This site uses a limited number of cookies and similar technologies. Strictly necessary cookies are required for the site to function and do not require consent, but we disclose them here. Where we use analytics or other non-essential cookies, we will seek your consent as required by Canadian law, and you will be able to manage your preferences through your browser or any consent tool we provide. We will update this section before adding analytics or marketing technologies.

09How we protect information

We protect personal information with administrative, technical, and physical safeguards appropriate to its sensitivity, including access controls, secure systems, confidentiality obligations, and staff training. No method of transmission or storage is completely secure, but we work to protect information against loss, theft, and unauthorized access, use, or disclosure.

10How long we keep it

We keep personal information only as long as necessary for the purposes described here and to meet our legal, regulatory, and contractual obligations, including claims, audit, and limitation-period requirements. When information is no longer required, we securely destroy, erase, or anonymize it.

11Your rights

Subject to applicable law, you have the right to:

• access the personal information we hold about you and request a copy;
• request correction of inaccurate or incomplete information;
• withdraw consent, subject to legal and contractual restrictions; and
• where the law provides (for example under Quebec Law 25), request that information be de-indexed, or receive it in a structured, commonly used technological format (data portability).

We will respond to verified requests within the timeframes required by law. Where information was collected for a claim we administer on behalf of a principal, we may need to coordinate your request with that principal. To exercise a right, contact our Privacy Officer.

12Automated decisions

We do not use your personal information to make a decision about you based exclusively on automated processing. If this changes, we will inform you as required by law, including your right to be told the reasons and to have the decision reviewed by a person.

13If a breach occurs

If a breach of security safeguards creates a real risk of significant harm, we will notify affected individuals and the appropriate regulator as required by law, and we keep records of breaches as the law requires.

14Concerns and complaints

If you have a concern, contact our Privacy Officer first so we can try to resolve it. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada, or the privacy regulator in your province, such as the Commission d’accès à l’information du Québec or the Information and Privacy Commissioner for British Columbia or Alberta.

15Changes to this policy

We may update this Privacy Policy from time to time. The “last updated” date above shows when it was last revised. Material changes will be posted on this page.