1. Fraud prevention (including profiling).
Purpose / Description of the processing: We will process your personal data to carry out studies and automatic controls of fraud, defaults, and incidents derived from the products requested or contracted, both in the pre-contractual and contractual phase, for the prevention, detection and control of fraud.
Within the insurance field, in accordance with the LOSSEAR, insurance companies must adopt effective measures to prevent, impede, identify, detect, report and remedy fraudulent conduct related to insurance, whether adopted individually, or through participation in common databases officially created between insurance companies that contain personal data. These measures are aimed at the settlement of claims and actuarial statistical collaboration in order to allow pricing, risk selection, as well as the preparation of insurance technical studies.
This processing also entails the communication of personal data between companies of the Reale Group, with the purpose indicated above (to carry out cross-checks on fraud committed with any of them).
This profiling does not imply decision-making based solely on automated processing of the personal data that we indicate below. Likewise, this profiling is carried out based on the analysis of the existence of debts in order to assess the level of fraud risk, to avoid identity theft, as well as to prevent delinquency.
Data processed:
Those obtained directly from you or your relationship with us:
- Identification, personal and contact data: name, surnames, identity document, sex, nationality, age, marital status, postal and electronic address, landline and mobile phone and digital signature.
- Asset solvency data: data on the breach of a debt contracted with us."
We also process personal data obtained from external sources. Specifically:
- Asset solvency data: data on the default of a debt contracted with a private company (including other entities of the Reale Group), data obtained from credit information systems, credit rating companies and fraud prevention information systems. You can find more information at
www.reale.es/es/politica-de-privacidad (www.reale.es/en/privacy-policy) in section 10. Credit Information Systems.
- Information included in common databases protected by codes of conduct of the insurance sector: data obtained from common databases as appropriate for the type of insurance subscribed, these being the Historic Automobile Insurance Database (SINCO), the Total Loss, Theft and Fire Automobile Database and the Miscellaneous insurance fraud prevention database, as well as accident certificates from other companies. The age of such data is limited to a maximum of 5 years.
Legitimate interest: The legitimising basis for this purpose is the legitimate interest in preventing and hindering fraudulent conduct (such as identity theft) that directly affects your Insurer, the Reale Group (e.g. assuming economic or reputational losses) or the sector in general. We have made a weighting judgement - available on request - to ensure that said legitimate interest prevails and that your interests and rights remain appropriately protected.
2. Conducting satisfaction surveys and studies related to the insurance contract application and management process.
Purpose / Description of the processing: We may contact you to carry out quality surveys and satisfaction studies related to the insurance contract application and management process.
Data processed:
We only process data obtained directly from you for this purpose. Specifically:
- Identification, personal and contact data: name, surnames, identity document, nationality, age, marital status, postal and electronic address, landline and mobile phone.
- Financial and work data / academic data: employment status, profession, level of education, level of income and expenses.
- Information obtained from our business with you and relationship with you: project requests and pricing including details, preferred languages and communication channels, previous relationships with entities and seniority, data contained in complaints and claims that you make to us, conversations recorded in the Contact Centre (CC), data obtained in videoconferences, telephone calls or equivalent means with you and consultations made through the different means offered (CC, Mediator, Private Web Area and App).
- Historical information on current and past insured risks: information on the policy(ies), the vehicle(s) and drivers, information on the dwelling(s), information on the insured risk in branches other than car and home, age of the contracted policies, discounts and/or commercial actions applied to the policies, reason for withdrawal, supplements and/or changes made to the policies and premiums associated with them.
- Historical information on internal claims: reported claims including reasons and dates of occurrence and reporting, status of the claim, associated files, key results, workshops and professionals involved, itemised amount of the claim (both provisions and pending settlements and payments made), identification, contact and health data of harmed or injured parties, contact information that you have provided us and contacts and consultations made.
- Log of your satisfaction/experience information: overall and specific satisfaction according to the times you have been asked for a rating or opinion, comments made in satisfaction surveys, actions carried out as a result of the rating or opinion provided and complaints and claims made.
Legitimate interest: The legitimate basis for this purpose is the legitimate interest of your Insurer in the proper functioning of its services and the company. We have made a weighting judgement - available on request - to ensure that said legitimate interest prevails and that your interests and rights remain appropriately protected.
3. Anonymisation and pseudonymisation of personal data to carry out statistical and historical studies for the monitoring and management of our insurance activity, as well as for the improvement of our products or services.
Purpose / Description of the processing: We will carry out processes of anonymisation of your personal data to (i) carry out studies, statistical analysis, analytical and artificial intelligence models for the development of improvements and new products; (ii) develop and improve analytical and artificial intelligence models to determine purchase intentions and/or retention actions on our products; and (iii) prepare reports on our activity in relation to the market and customers that allow us to efficiently direct and manage our business, as well as create statistical and mathematical models to assist in said task.
The processing of statistical reports and mathematical models is not intended to process personal data individually, but is carried out for the purpose of obtaining statistical and aggregate data, dissociated from the information of their owners, to prepare management reports and algorithmic or mathematical formulas. The processing of your personal data is accessory to the purpose pursued and implies that your personal data will be modified and added in such a way that does not allow you to be identified (anonymisation) or will be processed once encrypted (pseudonymisation).
Data processed:
Those obtained directly from you or your relationship with us:
- Identification, personal and contact data: name, surnames, identity document, sex, nationality, age, marital status, postal and electronic address, landline and mobile phone and digital signature.
- Financial and work data / academic data: employment status, profession, level of education, level of income and expenses and bank account information.
- Asset solvency data: data on the breach of a debt contracted with us.
- Information regarding family circumstances and socio-economic data and socio-demographic data: life cycle, personal data of third parties included in the coverage of the policies offered (e.g. family members or employees), their family connection, types of persons according to age and level of studies living in the geographical environment of the data subject, types of families living in said environment according to the number and characteristics of their members, categories of professional activities existing in the geographical environment in which the data subject resides, purchasing power based on annual income, the level of grouping - detached house or block - and whether there are shopping areas present.
- Information obtained from our business with you and relationship with you: project requests and pricing including details, preferred languages and channels of communication, previous relationships with entities and seniority, data contained in complaints and claims that you make to us, conversations recorded in the Contact Centre (CC), data obtained in videoconferences, telephone calls or equivalent means with you and consultations made through the different means offered (CC, Mediator, Private Web Area and App).
- Historical information on current and past insured risks: information on the policy(ies), the vehicle(s) and drivers, information on the dwelling(s), information on the insured risk in branches other than car and home, age of the contracted policies, discounts and/or commercial actions applied to the policies, reason for cancellation, supplements and/or changes made to the policies and premiums associated with them.
- Historical information on internal claims: reported claims including reasons and dates of occurrence and reporting, status of the claim, associated files, key results, workshops and professionals involved, itemised amount of the claim (both provisions and pending settlements and payments made), identification, contact and health data of harmed or injured parties, contact information that you have provided us and contacts and consultations made.
- Log of your satisfaction/experience information: overall and particular satisfaction according to the times you have been asked for a rating or opinion, comments made in satisfaction surveys, actions carried out as a result of the rating or opinion provided and complaints and claims made.
- Information associated with your historical profitability as a customer: earned premium, claims and commercial expenses).
We also process personal data obtained from external sources. Specifically:
- Asset solvency data: data on the default of a debt contracted with a private company (including other entities of the Reale Group), data obtained from credit information systems, credit rating companies and fraud prevention information systems. You can consult more information at www.reale.es/es/politica-de-privacidad (www.reale.es/en/privacy-policy) in section 10. Credit Information Systems.
- Information included in common databases protected by codes of conduct of the insurance sector: data obtained from common databases (as appropriate by the type of insurance subscribed, the Historical Automobile Insurance Database (SINCO), the Total Loss, Theft and Fire Automobile Database and the Miscellaneous insurance fraud prevention database) and accident certificates from other companies. The age of such data is limited to a maximum of 5 years.
- Information associated with your location and online behaviour: browsing and activity data (i.e. cookie information, device ID, advertising ID, IP address and browsing history) obtained from websites, Private Area/Apps or other channels of these, other devices provided by them (e.g. black box in vehicles) and data inferred from the monitoring and analysis carried out; all this as long as you have allowed it through said devices.
- Aggregated information from external public and private sources on the risk: geopositioning information on Google, information associated with the location obtained from external sources of a public or private nature (i.e. from the INE, AEMET, DGT, registry of tourist rental homes (Airbnb), census data, information from the IGN) and data obtained from other publicly accessing sources such as official newspapers and bulletins, public registers, resolutions by Public Administrations, cadastre, telephone directories, lists of people belonging to professional associations, satellite images of a home, building, company, and home automation).
- Other data obtained from social networks: social media profiles, comments and posts made publicly on social media (e.g. Facebook, Twitter, Instagram, etc.), blogs, forums, comments and posts made privately on the profiles of the social network entity, provided that you have given us your consent.
Legitimate interest: The legitimate basis for this purpose is our legitimate interest in designing, organising and optimising business and commercial activity in the most efficient way possible. As well as to define or improve the design of our products or services. We have made a weighting judgement - available on request - to ensure that said legitimate interest prevails and that your interests and rights remain appropriately protected.
4. To ascertain your financial solvency and creditworthiness.
Purpose / Description of the processing: your Insurer will consult the common databases related to the fulfilment or breach of monetary obligations. This consultation can be performed before and during the contractual relationship. In the same way and subject to current regulations, the customer is informed that the breach of the monetary obligations assumed by virtue of the contracts that he/she maintains may cause the inclusion of his/her personal data in a common database related to the fulfilment or breach of monetary obligations.
Those obtained directly from you or your relationship with us:
- Identification, personal and contact data: name, surnames, identity document, sex, nationality, age, marital status, postal and electronic address, landline and mobile phone numbers.
- Asset solvency data: data on the breach of a debt contracted with us."
We also process personal data obtained from external sources. Specifically:
- Asset solvency data: data on the default of a debt contracted with a private company (including other entities of the Reale Group), data obtained from credit information systems, credit rating companies and fraud prevention information systems. You can consult more information at www.reale.es/es/politica-de-privacidad (www.reale.es/en/privacy-policy) in section 10. Credit Information Systems.
Legitimate interest: The legitimising basis for this purpose is its legitimate interest in avoiding fraud and ensuring payment for the products and services that we offer you. We have made a weighting judgement - available on request - to ensure that said legitimate interest prevails and that your interests and rights remain appropriately protected.