Privacy notice

This privacy notice applies to anyone who interacts with us in relation to our products and services (“you”, “your”), via any channel (for example email, website, telephone, app etc.).

We collect personal information from you and from certain third parties (for example those acting on your behalf, like brokers, healthcare providers and so on) with your prior consent. If you give us information about other people, you must make sure that they have seen a copy of this privacy notice and have provided their consent for you doing this.

We process the following categories of personal information about you and, if it applies, your dependants. This is standard personal information (for example information we use to contact you, identify you or manage our relationship with you), special categories of information (for example health information, information about race, ethnic origin and religion that allows us to tailor your care) and information about any criminal convictions and offences (we may get this information when carrying out anti-fraud or anti-money laundering checks or other background screening activity).

We process your personal information for the purposes set out in this Notice, including to deal with our relationship with you (including for claims and complaints handling), for research and analysis, to monitor our expectations of performance (including of health providers relevant to you) and to protect the rights, property, our safety and the safety of our customers, or others. The legal reason we process personal information depends on what category of personal information we process. We normally process standard personal information on the basis that it is necessary for the performance of a contract, our or a third parties’ legitimate interests or it is required or permitted by applicable law. We process special categories of information because it is necessary for an insurance purpose or because we have your permission. We may process information about your criminal convictions and offences (if any) if this is necessary to prevent or detect a crime.

Like many businesses, we sometimes use automation to provide you with a quicker, better, more consistent, and fair service, as well as with marketing information we think will be of interest (including discounts on our products and services). This may involve evaluating information about you and, in limited cases, using technology to provide you with automatic responses or decisions. You have the right to object to direct marketing and profiling relating to direct marketing. You may also have rights to object to other types of profiling and automated decision-making, please contact us for further information.

With your prior consent, we share your information within the Bupa Group, with relevant policyholders (including your employer if you are covered under a group scheme), with funders who arrange services on your behalf, those acting on your behalf (for example brokers and other intermediaries) and with others who help us provide services to you (for example healthcare providers) or who we need information from to handle or check claims or entitlements (for example professional associations). We also share your information in accordance with the law.

We deal with many international organisations and use global information systems. As a result, with your prior consent, we transfer your personal information to countries outside of Egypt and outside of the UK and European Economic Area ("EEA"), the EU member states including Norway, Liechtenstein and Iceland) for the purposes set out in this privacy notice.

We keep your personal information in line with set periods calculated using the following criteria.

• How long you have been a customer with us, the types of products or services you have with us, and when you will stop being our customer.
• How long it is reasonable to keep records to show we have met the obligations we have to you and by law.
• Any time limits for making a claim.
• Any periods for keeping information which are set by law or recommended by regulators, professional bodies, or associations.
• Any relevant proceedings that apply.

You have rights to have access to your information and to ask us to correct, erase and restrict use of your information. You also have rights to object to your information being used, to ask for the transfer of information you have made available to us, to withdraw permission for us to use your information and to ask us not to make automated decisions which produce legal effects concerning you or similarly significantly affects you. Please contact us if you would like to exercise any of your rights.

If you have any questions, comments, complaints or suggestions in relation to this notice, or any other concerns about the way in which we process information about you, please contact us at [email protected].

You also have a right to make a complaint to your local privacy supervisory authority. You can also make a complaint with another supervisory authority which is based in the country or territory where you live; you work; or the matter you are complaining about took place.

It is always our intention to provide a first-class service to our members. However, if you have any comments or complaints, you can call our customer helpline on +20 (2) 2400 3600. Alternatively, you can email [email protected], or write to us at Bupa Egypt Insurance, Bldg 3/B1, Mivida Business Park, 5th Settlement, New Cairo, 11835, Egypt.

If you remain unhappy with our final response, you may refer your complaint to the Complaints Department of the Egyptian Financial Regulatory Authority.