Privacy policy

Your privacy and security

Introduction

Here at Confused.com, we're committed to keeping your personal data safe. We'll always treat your personal data with respect and design our products and services with your privacy in mind.

This privacy policy will help you understand how we collect, use and protect your personal data. You should also show this to anyone who may be named or have personal data included in any quote, product or service offered through us.

You acknowledge that by providing your personal data to us, you consent to its processing as outlined below. When providing personal data about others, you confirm that you have their consent to supply their personal data. We can't offer you any product or service that requires the processing of special category personal data, unless you provide explicit consent for its collection and use. Special category personal data is defined in the General Data Protection Regulation (GDPR).

Who we are

“We”, “us” or “our” refers to Confused.com, a trading name of the data controller Inspop.com Limited (Registered Number 03857130).

Inspop.com Limited is part of Admiral Group plc (Registered Number 03849958), which includes EUI Limited (trading as Admiral, Diamond, Bell and elephant – Registered Number 02686904), Able Insurance Services Limited (trading as Gladiator and Admiral – Registered Number 02890075) and Admiral Financial Services Limited (trading as Admiral Loans - Registered Number 10255225).

Processing your data

The data you provide us will be passed to our insurer partners and third-party providers as part of providing our services to you and providing you with quotes. Where you decide to proceed with one of our insurer partners or third-party providers you'll also become subject to the privacy policy displayed on their website, and we encourage you to read this. The categories of insurer partners and third party providers are set out below.

Certain insurers/providers may compare your information against data they, or the company behind the brand they represent or their group of companies, already hold on you from existing products or services. They may share this with their underwriters for the purpose of analysing market trends or to assess membership and transactions against certain loyalty schemes and apply a discount if applicable.

Some insurance providers who offer products designed for students or graduates may also make checks against higher education sources to verify your student or graduate status.

Some of our service providers may also process your data in other countries. Where this is the case, we have contractual agreements with them to ensure it's kept securely at all times and that UK standards are met.

Data we collect

We collect personal data, and may collect special category personal data, as part of providing services to you. We may also monitor or record calls, emails or other communications in accordance with UK law.

It's important that you check that the personal data you provide is correct, complete, accurate and not misleading. Failure to do so may affect the services we can provide.

As part of our price comparison service, data collected will be passed to our insurer partners and third-party providers as noted in the ‘Processing your data’ section above.

Personal data

Examples of personal data we may collect include:

  • Names and titles
  • Physical address and address history
  • Contact details including telephone numbers and email addresses
  • Date of birth
  • Gender
  • Lifestyle and other information

Special category personal data

Examples of special category personal data we may collect include:

  • Medical history
  • Claims history
  • Criminal convictions and CCJs

We may also indirectly collect other special category personal data during the course of any fraud investigations.

Driving licence number

Where you provide your driving licence number, insurance providers may use this to confirm your licence entitlement and driving history with the DVLA. Insurance providers can only confirm licence entitlement in England, Scotland and Wales. The information provided by DVLA is:

  • Type of licence held
  • Length of time the licence has been held for
  • Entitlements to drive
  • Penalty points
  • Convictions
  • Conviction details
  • Disqualifications

The data provided by the DVLA may be used alongside other information you've provided:

  • To calculate a motor insurance quote
  • For anti-fraud purposes

Call recording and monitoring

We may monitor or record calls, emails, SMS messages or other communications for:

  • Business purposes such as quality control and training
  • Processing necessary for entering into or performance of a contract
  • Prevention of unauthorised use of our telecommunication systems and websites
  • Ensuring effective systems’ operation
  • Meeting any legal obligation
  • Protecting your vital interests
  • Prevention or detection of crime
  • For the legitimate interests of the data controller

When data is collected

We'll collect your personal data when:

  • You request a quote for any service available through our website
  • You make a purchase from a third-party provider following a quote using our service
  • You make customer enquiries
  • You register for information or other services
  • You respond to communications or surveys
  • We require additional information from you for validation purposes

How we use your data

We'll use your data in the following ways:

  • Processing quotes for our products and services
  • Van customers- If you use our service to complete a van insurance quote and we are unable to return any, or very few quotes, or indeed have a very high premium returned, we may pass your details to our partner, Commercial Vehicle Direct Insurance Services so they may call you to discuss your requirements
  • Fraud prevention and detection
  • Credit scoring
  • Processing and administering your Confused.com rewards
  • Verifying your identity when required
  • Undertaking market research, statistical analysis and product development, which includes our insight services that are available to our partners and subscribers to help them understand customer behaviours and improve their products and services for your benefit
  • Tracking and verifying sales with our insurance partners and third-party providers
  • Keeping you informed about promotions and new developments. This could be by email, social media or where we're legally permitted to do so and you've not asked us to stop keeping you up to date
  • For assessment and analysis so we can review, develop and improve our services
  • We may use your information to make decisions about you using computerised technology to profile you, such as assessing which products might be of interest to you.

Legitimate interests

There are certain circumstances where we process your personal data for our legitimate business interests. These can be for commercial or societal reasons. In order for us to process your data, we'll always balance our interests against your own to ensure it's fair.

The following processes rely on legitimate interest:

  • Sharing data with our suppliers and service providers in order to generate a quote
  • Delivering our Confused.com Rewards scheme when you buy from our results page, either online or by clicking the phone button. Your data will be shared with The Marketing Lounge Partnership Limited (MLP) to enable them to verify qualifying insurance purchases and deliver the Confused.com Rewards you have chosen. For more information, please read MLP’s Privacy Policy.
  • Fraud detection and prevention
  • Engaging and contacting you throughout the lifecycle of your Confused.com account to ensure you have a good experience as a valued customer.
  • Engaging you and contacting you at renewal to remind you of our service and to provide renewal quotes.
  • Internally auditing our processes to maintain our high standards
  • Providing a summary of your quote results
  • Market research, statistical analysis, product development, and sharing data with selected third parties to add value to our products and services and those provided by our partners

If you have any further questions, don’t hesitate to contact us. You can email us communications@confused.com, or write to us at:

Confused.com,
3rd Floor Greyfriars House,
Greyfriars Road,
Cardiff,
CF10 3AL.

Marketing and your preferences

Surveys and Reviews

If you've opted in to take part in surveys, Confused.com may contact you from time to time to ask you to complete a survey. This is so we can review, develop and improve our services. We use SmartSurvey’s website to host our surveys. In providing its services to us, Smart Surveys act as a data processor. For more information, please read SmartSurvey’s privacy policy here. At all times, as the account holder we will remain the data controller.

If you are opted in to reviews and you engage with one of our customer journeys we will share your email address with Reviews.co.uk. Reviews.co.uk will email you asking you to carry out a review so we can look at your feedback and improve our service. Reviews.co.uk act as a data processor. For more information, please read Reviews.co.uk’s privacy statement.

Your responses, including any personal data provided, will only be used by Confused.com for the purposes stated within this Privacy and Security statement. Personal data can include (but isn't restricted to) your name, age and email address. We may also collect special category personal data, depending on the survey.

Confused.com has various offerings and from time to time we'd like to keep you informed of our news, products or services.. This could be by email or social media channels.

If you'd rather we didn't contact you for this purpose, or to confirm the types of products and services that would be of most interest to you, then you can update your preferences or let us know by emailing us at communications@confused.com.

Your details may be used by the product or service provider or, where they're involved, their appointed representatives, or an intermediary, who provided you with the two cheapest quotes. They may contact you to see if you're interested in buying a policy, highlighting any special offers or ways they might be able to help you get an even cheaper price with them. It's possible they may use an overseas call centre to do so. If you're unhappy with this condition of use then don't tick the box when asked as you're getting a quote.

If you're subscribed to our renewal reminder service, our systems may re-submit your quote details when your renewal is due (this will be based on the cover start date you entered for your last quote). The quote data will be sent to our panel of providers to calculate their quotes. Credit checks may be carried out as part of this process (as detailed within this privacy policy). The cheapest quotes returned will be sent to you by email. If you don't want to hear from us about your renewal quote, please let us know by updating your preferences in your account settings or email us at communications@confused.com.

We also use online advertising, to keep you aware of what we’re up to and to help you see and find our services.

We target Confused.com banners and ads to you when you're on other websites and apps. We do this using a variety of digital marketing networks and ad exchanges. We also use a range of advertising technologies like web beacons, pixels, ad tags, cookies, and mobile identifiers, as well as specific services offered by some sites and social networks, such as Facebook’s Custom Audience service.

Our technology

We collect data about you through the use of technology such as cookies and device fingerprinting. For more information, view our Cookie Policy.

Your cookie preferences

Managing, disabling and enabling cookies

You can accept or decline cookies from any website by modifying the settings in your browser. If you want to restrict or block the cookies set by our website, you can do this through your browser settings. For information about how to manage and disable cookies you can use your browser's 'Help' function or visit http://www.aboutcookies.org.uk or https://www.allaboutcookies.org/. Please note that by deleting or disabling cookies this could affect the functionality of our website and you may not be able to access certain areas or features of our site.

Confidentiality and disclosure of your data

We endeavour to treat your personal data as private and confidential. From time to time we may employ agents and subcontractors to process your personal data on our behalf. The same duty of confidentiality and security will apply to them and all processing will be carried out under our instruction.

We would like to bring to your attention our obligations to disclose data in the following four exceptional cases permitted by law, and the other situations set out below. These are:

  • Where we are legally compelled to do so
  • Where there is a duty to the public to disclose
  • Where disclosure is required to protect our interest
  • Where disclosure is made at your request or with your consent

If you make a complaint about the service we have provided, we may be obliged to forward details about your complaint, including your personal data, to the relevant ombudsman. Be assured that they are similarly obliged to adhere to the requirements of the GDPR and keep your personal data strictly confidential.

Please note that we and our suppliers may make a number of checks to assess an application for car finance or verifying identities to prevent and detect crime and money laundering. We may also share data at any time for the purposes of fraud prevention.

Data subject rights

You have a number of rights as a data subject. Please note that these rights do not apply in all circumstances.

Request your data

In order to access the data we hold about you, you need to make a ‘Subject Access Request’, or SAR. To make a SAR please email us at:

communications@confused.com

or write to:

Head of Corporate Governance
Subject Access Request
3rd Floor, Greyfriars House
Greyfriars Road
Cardiff CF10 3AL

Please provide:

  1. Your name, address, and date of birth and what information you would like.
  2. Identification documents - one that shows your name and signature (eg a copy of your passport) and one that shows your name and address (eg a copy of a recent bill or bank statement or other official document). We'll accept just one identification document if it shows your name, address and signature such as a copy of your driving licence. (This is to take reasonable steps to confirm your identity before providing you with details of any personal information we may hold about you.)

If your SAR involves the personal data of other people, or you're making a request on behalf of someone else (eg on behalf of your child if you're a parent), we may need identification from these people. We'll also need a signed letter of authority from them confirming that they're happy for you to act on their behalf and for us to release their data to you.

Once we have your written request and identification documents, we'll have 30 calendar days to fulfil your request. Where for some reason this won't be possible, for instance due to large volumes of data being involved, we're permitted by law to take up to an additional 60 days to fulfil your request. Where any delay is anticipated we'll let you know as soon as possible along with details of when we expect to be able to provide you with the requested documentation.

Other rights

Your other rights as a data subject, where applicable, include:

  • The right to be informed about our processing of your personal data
  • The right to have your personal data corrected if it is inaccurate, and to have incomplete personal data completed
  • The right to object to the processing of your personal data
  • The right to have your personal data erased (“right to be forgotten”)
  • The right to move, copy, or transfer your personal data (“data portability”)
  • Rights regarding automated decision making, including profiling

For more details on these rights and how to exercise them, please contact:

communications@confused.com

If you have any queries about your rights, or believe that they have not been met by Confused.com, please contact our Data Protection Officer at:

communications@confused.com

or by writing to:

Data Protection Officer
Confused.com
3rd Floor, Greyfriars House
Greyfriars Road
Cardiff CF10 3AL

Complain to the Supervisory Authority

If you have any complaints relating to the processing of your personal data, you also have the right to complain to the relevant Supervisory Authority. In the UK this is the Information Commissioner’s Office (ICO). They can be contacted at:

Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF

Use of your data for fraud and money laundering prevention & detection and credit decisions

Credit reference

When you apply for an insurance or car finance quote through our website, a number of credit checks or other searches may be made through credit reference agencies, fraud prevention agencies or other public or privately available sources of information. For insurance products these checks may be processed by any provider at any stage of a quote, a policy renewal or in certain circumstances where an amendment to your agreement is requested. For car finance products the credit check will be processed by Confused.com and the results may be shared with any lender on our panel. Further credit checks may be made by your selected provider when you apply.

Credit checks are made to ensure providers have the necessary facts to assess your insurance and financial profile, verify your identity, to help prevent fraud and to provide you with their best premium and payment options. This is normally a ‘soft’ credit check from a credit referencing agency. Soft credit checks allow you to get quotes without affecting your credit rating. They're visible on your credit report but don't show up in the same way as a 'hard' check. If you apply for a loan or other form of credit, a ‘hard’ check will then be recorded against your credit file. This may affect your credit score, so you may wish to keep full applications to a minimum to protect your credit rating.

Your full credit report won't be provided to you directly, and won't be made available to ourselves. If you want to access your credit report, you can contact the credit reference agencies currently operating in the UK. The information they hold may not be the same so it's worth contacting them all. They'll charge you a small fee.

  • Call Credit: Consumer Services Team, PO Box 491, Leeds, LS3 1WZ or call 0870 060 0550 or log on to www.callcredit.co.uk.
  • Equifax: Credit File Advice Centre, PO Box 1140, Bradford, BD1 5US or call 0844 355 0550 or log on to www.equifax.co.uk.
  • Experian: Consumer Help Service, PO Box 8000, Nottingham, NG80 7WF or call 0844 481 8000 or log on to www.experian.co.uk.

Retention of your data

Your personal data will be kept for as long as we require it in order to provide you with the agreed product(s) or service(s). We'll retain this data after any account or service has been closed or otherwise come to an end in line with legal and regulatory requirements.

Fraud prevention and detection

In order to prevent and detect fraud, insurers and other services may at any time share information about you with members of Confused.com.

Also, we actively monitor information entered into our website and pass on intelligence of suspected fraud to other parties including insurance providers, aggregators, financial institutions and fraud prevention agencies. Law enforcement agencies may access and use this information.

We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:

  • checking details on applications for credit and credit related or other facilities
  • managing credit and credit related accounts or facilities
  • recovering debt
  • checking details on proposals and claims for all types of Insurance
  • checking details of job applicants and employees

This may result in Confused.com not being able to offer a product, or insurers offering a product on different terms.

Insurance providers exchange information through various databases to help check information provided and to prevent fraudulent claims. Specifically, Insurance Database Services Limited (IDSL) hosts the Claims and Underwriting Exchange (CUE), which holds a record of incidents reported to insurance companies by policyholders and third-party claimants. Insurers may validate the information provided by you, both about yourself and about any other person named on the application, against the information held on CUE and against other databases hosted by IDSL. Insurers may use this information to consider whether to accept the risk.

Insurance providers may also use the Motor Insurance Anti-Fraud and Theft Register, run by the Association of British Insurers (ABI). This is accessed by the police, the DVLA and DVLNI (Driver & Vehicle Licensing Agencies), as well as other insurers,. Some insurers also participate in other data-sharing schemes.

The aim of all of this is to help Confused.com and our insurance providers decide if they can offer a product, check information provided and prevent fraudulent claims. When we deal with your request for a quote, if applicable, the insurance provider or any intermediary or appointed representative may search these registers, databases and any other anti-fraud registers to provide such services. Under the conditions of your policy, you must tell us about any incident (such as accident or theft) which may or may not give rise to a claim. When you tell us about an incident we'll pass information relating to it, to the insurance provider, intermediary or appointed representative.

When you get a motor insurance policy, including motorbike or van cover, your insurance cover details may also be added to the Motor Insurance Database, run by the Motor Insurers' Information Centre (MIIC). This has been set up to help identify uninsured drivers and may be searched by the police to help them confirm who's insured to drive. If there's an accident the database may be used by insurers, MIIC and the Motor Insurers' Bureau as well as those making a claim for a road traffic accident, to identify the relevant policy information.

Changes to this policy

This privacy policy was last updated on 8 October 2020. We reserve the right to make changes to this policy and you will be prompted of any changes when you next visit our website.

From time to time we may need to change the way we use your personal data. Where we believe you may not reasonably expect such a change we will write to you. When we do so, you will have 60 days to object to the change but if we do not hear from you within that time you consent to that change.

Get in touch

Our contact form is the quickest way to get in
touch with us. But if you're having difficulty using the form, please email us at communications@confused.com.

Alternatively, you can contact us in writing:

Confused.com,
3rd floor, Greyfriars House,
Greyfriars Road,
Cardiff,
CF10 3AL,
United Kingdom