We have received a number of queries in relation to the communication that was sent out about the Policyholder Protection Rule changes in our last TSA Connect, and therefore we’re sending out answers to some of the more frequently asked questions

What piece of legislation requests the collection of information including members cell phone numbers, email address and home addresses?

Legislative changes in the form of the recently amended Policyholder Protection Rules (PPR’s) will officially come into effect in January 2020. An insurer must at a minimum, for the purposes of complying with rule 13.3 of PPR, have access to the names, identity numbers and contact details of all its policyholders.

Do PPR requirements conflict with a person’s right to privacy? For example, is there a possible danger of client’s cell phone numbers being used for sales calls?

TSA and the insurer’s that we work closely with respect our client’s privacy and we are committed to ensuring that the personal information of clients and business partners are, at all times processed fairly, lawfully and securely.
All member information that is collected and stored will be securely managed in accordance with strict information and data governance frameworks which will ensure compliance with PPR’s. We will always protect the clients’ right to privacy.
The PPR’s are there for the clients’ protection and benefits so in these circumstances cell phone numbers will be kept secure and not be used for any other reason but for fair and lawful handling/processing.

How would this be managed if the data is not provided?

The aim of these PPR’s is to enhance customer protection, through requiring insurers to play a more informative and engaging role with their clients. Insurers need to provide evidence that all reasonable steps have been taken to communicate with members using their contact details like mobile numbers and email addresses, in order to comply with the PPR legislation.
If a client refuses to provide the information, the client is then not protected as the insurer will be unable to share and communicate important aspects of the policies with them (e.g. their rights, benefits and duties are affected).

Thank you and regards,
The TSA Team

(Vol. 8 Issue 16)