Bupa privacy and cookie policy

This policy sets out how The British United Provident Association Limited, a company registered in England and Wales with number 432511, whose registered office is at Bupa House, 15-19 Bloomsbury Way, London, WC1A 2BA (“Bupa”, “we”, “us” and “our”) and its group companies uses and protects any information that you provide when you use Bupa.co.uk, mobile website or apps. Here you can read further information about how we use your data, or explore in more detail how and why we use cookies to enhance your browsing experience. By using Bupa.co.uk, Bupa mobile website or apps, you are agreeing to the terms set out, and consenting to the use of data described, in this policy.

Bupa is registered with the Information Commissioners Office, registration number Z6831692. Bupa is comprised of a number of trading companies (see Legal Notices), many of which also have their own data protection registrations.

Privacy policy

  • The confidentiality of your information is of paramount concern to Bupa and its group companies. To this end, we comply with all data protection legislation, including the Data Protection Act 1998 (“DPA”) and all medical confidentiality guidelines.

    Bupa is committed to ensuring that your privacy is protected. If you provide information from which you can be identified when using this website, you can be sure that your data will only be used in accordance with this privacy and cookie policy. The provisions of Bupa’s social media terms and conditions will also apply if relevant.

    Any other data which we collect that cannot be used to personally identify you will only be used to help us make improvements to the site and our customer offering.

    We may amend this privacy and cookie policy from time to time. New versions will be posted on this website, with an updated version number and date displayed at the top of this page. You should check this site from time to time to see if there have been any changes.

    By using this website and/or providing your data and/or information, you consent to the use of your data and information as described and/or referred to in this privacy and cookie policy.

  • We collect two different types of data: (1) the personal information you share with us; and (2) anonymous aggregated data about how visitors use this site and interact with our marketing campaigns through the use of cookies.

    (1) You may decide to submit personal information to Bupa, by completing a ‘contact us’ form or by contacting us through email, telephone, social media or blog replies. We may add this information to a database so that we can identify you and manage our relationship with you as a Bupa customer. We also use this information to update and improve the accuracy of our records and for those other purposes set out in this policy. The type of information we collect and would refer to as ‘personal information’ or ‘personal data’ includes any information that may identify you as an individual, such as your name and address, as personal data or personal information.

    For example, we may collect the following personal information:

    • name and job title
    • age and date of birth
    • contact information including email address
    • other information relevant to customer surveys and/or offers

    Sometimes you may decide to submit personal information which is of a more private nature, which we refer to as sensitive personal information. This sort of information would be required, for example, so that we can generate a product quote or perhaps to deal with your questions, or administer your policy with us.

    We may collect the following sensitive personal information if you share it with us and if we believe the processing of this information is necessary:

    • your ethnic origin
    • condition of your physical or mental health
    • employment information if you are applying for a job
    • lifestyle information

    (2) We may use cookies or other technology to understand how people are using our site and respond to certain marketing messages, such as search engine marketing. The data is aggregated and anonymous so we cannot identify you personally. We refer to this as non-personally identifiable information.  For further information on how Bupa uses cookies please refer to our cookies policy below.
  • We require this information to understand the needs of our visitors and people who contact us in order to provide a better service. In particular, but not limited to, we require it for the following reasons:

    • internal record keeping and administration
    • providing and improving our products and services
    • periodically sending promotional material about new products, special offers or other information which we think you may find interesting, using the email address or other contact details that you have provided
    • using the information to customise the website according to your interests
    • responding to requests where we have a legal or regulatory obligation to do so

    In addition, depending on how your scheme or service is funded or introduced, we may share information with your employer or an appointed intermediary, as applicable. This is solely for product or service administration purposes. We may also share the financial amounts claimed together with the names of the individuals who have claimed under a scheme funded by your employer if your employer requests this. This might occur, for example, where your employer wishes to discuss with you what other support they can offer you or your family while someone is receiving or recovering from treatment. However, we won’t share the details of your health condition, illness, injury or treatment with your employer without your permission.

  • In addition to personal information, we may require sensitive information in order to:

    • provide you with quotes or other services you request
    • to approve or allow you to purchase various products
    • to administer and maintain your scheme with us
    • to process a job application
  • We may use non-personally identifiable information so that we can learn more about online behaviour to improve our digital offerings. These include the website, mobile website, apps and general marketing, to provide a better experience of our brand. In addition, non-personally identifiable information may be used by us, or disclosed to others, for research or statistical purposes. Any such sharing would be in accordance with legal data sharing agreements that stipulate an agreed, limited purpose and preclude any use for commercial gain. As mentioned above, we collect such non-personally identifiable information through the use of cookies. For further information on how Bupa uses cookies please see our cookies policy below.
  • We may hold personal information for as long as it is necessary to do so, having regard to the purposes for which it was collected and for how it might be further processed.

    Non-personally identifiable information may be held for as long as it is necessary to monitor aggregated statistics about use of our site and exposure to our brand.

    Please see the ‘Controlling your personal information’ section below for information about data deletion.
  • We are committed to ensuring that your personal information is secure. To prevent unauthorised access or disclosure, we have installed physical, electronic and operational procedures intended to safeguard and secure the information we collect online.

    Bupa sometimes uses third parties to process data on its behalf, for example in the fulfilment of orders, processing of payment details or the provision of support services. Such processing, which may include personal information being transferred to and stored at a destination  outside of the European Economic Area, is subject to contractual restrictions with regard to confidentiality and security, in addition to the obligations imposed by the DPA.  Further details on the third parties that we may share your personal information with is available in the ’Controlling your personal information’ section below.

    If the URL of a web page starts with HTTPS, or you see a locked/green padlock symbol, your data should be encrypted when it is sent from your computer to our server. However, we cannot ensure the security of your data when it is being transmitted to our website or other digital sites from other pages. All transmission of personal information and other data is done at your own risk.

    Information submitted to Bupa through this website is normally unprotected until it reaches us. In addition, users are also requested not to send confidential details or credit card numbers, for example, by email.
  • Whenever you are asked to fill in a form on the website, use the check box to indicate your preferences and/or do not provide the relevant information. However if you do not provide all or correct information which we may request, we may not be able to provide you with the relevant quotation and/or services.

    If you have indicated your consent for us to do so, we may, on occasion, keep you informed of the Bupa and its group’s products and services that we consider may be of interest to you. If at any time you no longer wish to receive information about our products and services, or have any other Data Protection queries, write to: Bupa UK Information Governance Team, 4 Pine Trees, Chertsey Lane, Staines-upon-Thames, TW18 3DZ or send an email to dataprotection@bupa.com

    We will not sell, distribute or lease your personal information to parties for any other organisations to use for their own purposes unless we have your permission or are required by law to do so. However, you agree that:

    • We may share your personal information with any member of our group. This means our subsidiaries, our ultimate holding company and its subsidiaries, as defined in section 1159 of the UK Companies Act 2006
    • We may share your information with selected third parties including (but not limited to)
    • Business partners, suppliers and sub-contractors for the performance of any contract we enter into and/or in order to provide you with the information and/or services requested via the website. Advertisers and advertising networks that require the data to select and serve relevant adverts to you and others. We never disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users. We may also use such aggregate information to help advertisers reach the kind of audience they want to target. We may make use of the personal information we have collected from you to enable us to comply with our advertisers' wishes by displaying their advertisement to that target audience
    • Analytics and search engine providers that assist us in the improvement and optimisation of our site
    • Credit reference agencies for the purpose of assessing your credit score where this is a condition of us entering into a contract with you

    • In addition, we may disclose your personal information to third parties:
    • In the event that we (or any member(s) of our group) sell or buy any business or assets, in which case we may disclose your personal data to the prospective seller or buyer of such business or assetsIf either we or any member of our group (or substantially all of our or its assets) are acquired by a third party, in which case personal data held by it about its customers or visitors to the website may be one of the transferred assets
    • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use (of our website or any part of it) or terms and conditions of supply of any relevant products or services and other agreements; or to protect the rights, property, or safety of Bupa, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction

Cookies

  • A cookie, also known as a browser cookie, is a text file containing small amounts of information which a server may download to your computer hard drive, tablet or mobile device when you visit a website or use an app.

    There are different types of cookies which are used to do different things. These include letting you navigate between different pages on a website efficiently, remembering preferences you have given and helping us to identify ways to improve your overall site experience. Others are used to provide you with advertising which is more tailored to your interests, or to measure the number of site visits and the most popular pages users visit.
  • Cookies can be set and controlled by the operator of the website which the user is browsing such as Bupa for this website (known as a ‘first party cookie’) or a third party such as Facebook, for example to display advertisements and social sharing features, (known as a ‘third party cookie’).

    Due to their core role of enhancing and enabling usability or site processes, disabling certain cookies may prevent you from using certain aspects of the Bupa website, such as generating a quote or placing an order.

    Broadly speaking, there are two different types of browser cookie:

    (1) Session cookies are stored in the computer's memory during a user's browsing session and are automatically deleted from the user's computer when the browser is closed or the session is deemed to have ended.

    These cookies usually store a session ID that is not personally identifiable to users, allowing the user to move from page to page without having to log-in repeatedly. They are widely used by commercial websites; for example to keep track of items that a consumer has added to a shopping basket.

    Session cookies do not collect any information from the user's computer and they expire at the end of the user's browser session. They can also become inaccessible after the session has been inactive for a specified length of time, usually 20 or 30 minutes.

    (2) Persistent cookies are stored on the user's computer and are not deleted when the browser is closed. Persistent cookies can be used to retain user preferences for a particular website, allowing those preferences to be used in future browsing sessions.

    Persistent cookies usually assign a unique ID to the user’s browser and they are usually configured to identify a user for a prolonged period of time, from days to months or even years.
  • The cookies used by Bupa help us to track basic visitor information and to learn about the behaviour of visitors to this website and how they respond to our marketing communications and for research and statistical purposes. The more we learn, the better we are able to provide relevant and interesting content and services.

    The cookies that Bupa uses do not collect personal information such as name, address, email address and do not link any information they collect to an individual.  From time to time Bupa may also analyse IP addresses, user agent strings or other anonymous data sources.  All data is collected in an anonymous and aggregated form.
  • As detailed in the privacy policy, Bupa may disclose data collected from cookies, such as visitor trends, to third parties, in an anonymous form, for research and statistical purposes, and to help us optimise our websites and the targeting of advertisements.
  • Most web browsers automatically accept cookies and your use of this website constitutes your consent to this website setting cookies on your computer or other device.

    It is possible to disable cookies on most web browsers.  We recommend that if you do not want this website to set cookies on your computer or other device you should either; not use the site and delete any Bupa cookies that may have already been placed, or change the settings in your website browser to disable cookies.  However, because cookies allow you to take advantage of some of this website's essential features, we recommend you leave them turned on.
  • To help you understand the different types of cookies we use on this website and what they do, we have grouped cookies into four categories:

    • Strictly necessary cookies
    • Performance/analytics cookies
    • Functionality cookies
    • Targeting cookies

    In the tables below you will find a list of the cookies used on this website and a brief description of the information they gather.
  • To find out more about cookies in general either search in Google or visit aboutcookies.org or allaboutcookies.org (which is run by the IBA Europe).

    A guide to behavioural advertising and online privacy has been produced by the internet advertising industry which can be found at www.youronlinechoices.eu. The guide contains an explanation of the Internet Advertising Bureau's self-regulatory scheme to allow you greater control of the advertising you see.

    On the following pages we have set out in detail the cookies that we use on this website, their function and the data they collect.
  • We work with third-party suppliers who place cookies on your device and report on "web analytics" information. Where such information is made available to us, we have listed these cookies below.

    In addition, Bupa engages third party advertisers and advertising networks to place targeted advertisement cookies.  This means that data collected through these cookies will be shared with such parties in order that they can select and serve relevant adverts to you and others.  We do not disclose information about identifiable individuals to our advertisers, but we may provide them with aggregate information about our users to assist them in performing this service. We may also use such aggregate information to help advertiser reach the kind of audience they want to target.

    Please note that although the use of data by Bupa is covered by this policy, in addition the use of these cookies is covered by third party cookie policies, which we have referred to in the following tables, alternatively they are available on the relevant company's website.
  • 'Strictly necessary' cookies let you move around this website and use essential features such as accessing secure areas of this website and identifying you as being logged in. These cookies don't gather any information about you that could be used for marketing or remembering where you've been on the internet. Accepting these cookies is a condition of using this website as they are required for the proper operation of this website. If you prevent them, we cannot guarantee how this website will perform.
    Cookie source Name Purpose  More information (external links) 
    Bupa JsessionID This cookie enables the site to function
    correctly and we regard its use as essential.
     
  • We use these cookies to collect information about how visitors use our website, commonly referred to as "web analytics" information, including details of the site where the visitor has come from (e.g. referring domains, search engines, marketing campaigns), pages viewed, the site path of the visitor, which content visitors are clicking on, which products visitors are interested in and purchase and the total number of times a visitor has been to our website.

    By using our website, you agree that we can place these types of cookies on your computer or device. We use the information to improve our website and enhance the experience of its visitors. All information these cookies collect is aggregated and therefore anonymous. On occasion we may share this information with analytics and search engine providers that assist us in the improvement and optimisation of our site.
    Cookie source Name Purpose  More information (external links) 
    Tealium utag_main This cookie is used to help manage the
    analytics tags on our site
     
    Adobe Analytics AMCV_xxxx
    s_vi
    s_cc
    s_nr
    s_sq
    s_ppv
    s_lastvisit
    s_ev2
    s_campaign
    channelflow
    channeloriginator
    channelcloser
    This cookie is used to identify a unique visitor
    This cookie is used to identify a unique visitor
    Set and read to determine if cookies are 'enabled'
    Set and read to determine if someone is a new or repeat visitor
    Determines where someone clicks on a Bupa page
    Measures what percentage of the previous page was viewed
    Records when the visitor last came to the site
    Records clicks on internal promotions or banners
    Records clicks on campaigns on other sites which link to Bupa
    Records the sequence of marketing channels that the visitor has interacted with.
    Records the first marketing channel that the visitor interacted with.
    Records the most recent marketing channel that the visitor interacted with.
    http://www.adobe.com/uk/privacy/analytics.html
    Opt-Out:
    http://www.adobe.com/uk/privacy/opt-out.html#measure
    Google Analytics __utma
    __utmb
    __utmc
    __utmt
    __utmv
    __utmz
    _ga
    _gat
    Used to distinguish users and sessions
    Used to determine new sessions/visits
    Used to mark the end of the browser session
    This shows the type of request e.g.transaction
    Used to store visitor-level data
    Stores the traffic source or campaign that explains how someone arrived at the site
    These cookie enable Universal Analytics (part of Google Analytics) to activate
    All data collected by Google Analytics is anonymous and cannot be used to indentify individuals user behaviour.

    https://developers.google.com/analytics/devguides/collection/analyticsjs/cookie-usage
    Opt-Out:
    https://tools.google.com/dlpage/gaoptout
  • From time to time, cookies are used to collect information about your browsing habits in order to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation.
    Cookie source Name Purpose  More information (external links) 
    DoubleClick,
    DoubleClick Foodlight,
    DoubleClick Spotlight
    Id This is an advertising cookie to help us optimise our advertising on other websites which drive traffic to Bupa.
    The cookie contains a user ID, which tells DoubleClick that your browser has arrived at a specified page.
    https://www.google.com/settings/ads
    Criteo Tracking pixel (account 16107) and cookies (acdc, eid, evt, opt, optout, r.ack, udc, uic, uid, zdi) Bupa uses Criteo to create adaptive, personalized banners/ads that display relevant offers (such as recommendations of products that you might be interested in) when you visit other websites. Criteo use a tracking pixel as well as multiple cookies. These cookies keep information such as which pages you viewed and certain other parameters in order to provide more relevant advertisements to our users. More info here: http://www.criteo.com/privacy/full-privacy-text/
    Opt out: http://www.criteo.com/deactivate-criteo-banners/
    Xaxis Id Xaxis pixels are dropped into the Doubleclick container tags across the site to allow us to optimise our online display activity. There are tags that help us to grow our retargeting pools and build audience profiles as well as conversion pixels. All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
    Quantacst Id Quantcast pixels are dropped into the Doubleclick container tags across the site to allow us to optimise our online display activity. There are tags that help us to grow our retargeting pools and build audience profiles as well as conversion pixels All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
    Rocket Fuel Id Rocketfuel pixels are dropped into the Doubleclick container tags across the site to allow us to optimise our online display activity. There are tags that help us to grow our retargeting pools and build audience profiles as well as conversion pixels All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
    AdCompass Id AdCompass pixels are dropped into the Doubleclick container tags across the site to allow us to optimise our online display activity. There are tags that help us to grow our retargeting pools and build audience profiles as well as conversion pixels All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
    Videology Id Videology pixels are dropped into the Doubleclick container tags across the site to allow us to optimise our online display activity. There are tags that help us to grow our retargeting pools and build audience profiles as well as conversion pixels All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
    ResponseTap adiLP – Landing Page ID
    adiS – Session ID
    adiV - Visitor ID
    adiVi – Visit ID
    This is an advertising cookie to help us optimise our marketing effectiveness and improve customer experience. The cookie contains a landing page, sessions, visitor and visit ID. All advertising based cookies can be opted out of from the Your Online Choices website: http://www.youronlinechoices.com/uk/your-ad-choices
Bupa Insurance Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Bupa Insurance Services Limited is authorised and regulated by the Financial Conduct Authority.
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