Privacy policy

This policy provides information on the obligations and policies of Chartis Insurance Hong Kong Limited (“Chartis HK”) and member companies of American International Group, Inc. (“ AIG ”) (collectively called “Chartis affiliates”) in relation to the personal data collected from customers in Hong Kong and Macau (including via its websites at www.chartisinsurance.com.hk, www.chartisdirect.com.hk, www.chartisinsurance.com.hk/travelwise, www.chartisinsurance.com.hk/hkptu, www.chartisinsurance.com.hk/travelcompass, www.chartisinsurance.com.hk/macau and www.chartisinsurance.com.hk/anh/csd ). The policy is designed to assist you in understanding why and how Chartis HK collects and uses your personal data and to whom data access or “opt-out” requests can be addressed. Chartis HK reserves the right to amend this policy at any time and will place any such amendments on this website. Any change, will be effective immediately upon being posted on this website. In case of discrepancies between the English and Chinese versions of this policy, the English version shall prevail.

How personal data may be collected

The principal ways Chartis HK collects personal data is through its application forms for its insurance products, by phone through telephone applications, or through registration made via its websites. Our websites use "cookies" to gather statistical information concerning web traffic and usage patterns. Cookies do not track your name, e-mail address, or similar personal information.

Purposes for which customer’s personal data may be collected and used

Our overriding principle is only to collect personal data which we believe to be relevant and required to understand our customer’s insurance needs, to conduct our business and to provide better customer services and products. The data we collect may include (but is not limited to) your name, gender, identity card number, age and contact details and any other information as necessary for the provision of our services to you. In this respect, the particular purposes for which personal data may be collected and used by Chartis HK and Chartis affiliates are as follows:-

1. Providing insurance, financial services or related products and services to customers and administering, maintaining, managing and operating such products and/or services;
2. Processing, assessing and determining any applications or requests made by customers for insurance products or services;
3. Any purposes in connection with any claims made under any insurance products or in respect of any services provided by Chartis HK or Chartis affiliates including, without limitation, making, defending, analysing, investigating, processing, assessing, determining or responding to such claims;
4. Performing any functions and activities related to the insurance products and/or services provided by Chartis HK or Chartis affiliates including, without limitation, obtaining reinsurance, auditing, reporting, performing market research, and general servicing and maintenance of online and other services;
5. Matching any data held by Chartis HK or Chartis affiliates relating to customers from time to time for any of the purposes listed in this statement;
6. Meeting the requirements to make disclosure pursuant any law binding on Chartis HK or any of the Chartis affiliates or for the purposes of complying with any regulations or guidelines issued by any regulatory or other authorities which has jurisdiction over Chartis HK or any Chartis affiliates;
7. Exercising any rights Chartis HK or Chartis affiliates may have in connection with the provision of insurance products and services to its customers;
8. Conducting identity checks, such as for the purposes of verifying a customer’s identity in order to respond to that customer’s request to be provided with a duplicate policy or other documentation, any request made by a customer to change his/her address in our records, or any request by a customer to change his/her bank account or payment or other details in our records;
9. Conducting credit checks on customers - such as analyzing, verifying and/or checking a customer’s credit, payment and/or status in relation to his/her ability to use the services;
10. Determining any amount of indebtedness owing to or from a customer, and collecting and recovering any amount owing from a customer or any person who has provided any security or undertaking for such customer’s liabilities;
11. Enabling an actual or proposed assignee, transferee, participant or sub-participant of Chartis HK’s or any Chartis affiliate’s rights or business to evaluate the transaction intended to be the subject of the assignment, transfer, participation or sub-participation;
12. Marketing to customers the following services and products :
    1. insurance, financial and related services and products;
    2. reward, loyalty or privileges programmes and related services and products; and
    3. services and products offered by Chartis HK's business partners in joint promotion arrangements (being mainly financial related products). The categories of business partners with whom we currently have joint promotion arrangements are financial institutions and professional members associations;
These services or products may be provided and/or marketed by Chartis HK and/or any member of the Chartis or AIG groups of companies , third party reward, loyalty or privileges programme providers and business partners of Chartis HK and/or Chartis affiliates which engage in joint promotion activities; and
13. Any purposes relating to the above or any other purposes in accordance with Chartis HK’s general policies or those of Chartis affiliates in relation to insurance and financial services as set out in statements, circulars, notices or other terms and conditions made available by Chartis HK and/or Chartis affiliates to customers from time to time.

Classes of persons to whom personal data may be disclosed

Personal data held by Chartis HK will be kept confidential but Chartis HK may disclose or transfer such data to any of the following classes of persons in fulfilment of any of the purposes listed in the above section.

• Any Chartis affiliates.
• Any companies carrying on insurance and/or reinsurance related business.
• Any insurance intermediaries.
• Any insurance claims investigators.
• Any associations and federations of insurance companies that exist from time to time.
• Any insurance agents and professional advisers.
• Any other service providers providing insurance and/or reinsurance related business.
• Any companies with whom Chartis HK may embark on joint promotion activities (for the purposes of such activities only and in this respect only the name and contact details of the customers will be transferred) – see 12(c) in the above section for further details.
• Any person in connection with any claims made by or under or otherwise involving any products or services provided by Chartis HK or Chartis affiliates.
• Any agent, contractor or third party service provider who provides administrative, telecommunications, computer, payment, data processing or storage, or other services to Chartis HK or Chartis affiliates in connection with the operation of the business of Chartis HK and any of Chartis affiliates.
• Any credit reference agencies or, in the event of default, any debt collection agencies.
• Any person under a duty of confidentiality to Chartis HK or Chartis affiliates which has undertaken to keep such data confidential.
• Any actual or proposed assignee, transferee, participant or sub-participant of Chartis HK’s (or any Chartis affiliate’s) rights or business.
• Any person to whom Chartis HK or Chartis affiliates are under an obligation to make disclosure under the requirements of any law, rules, regulations, codes of practice or guidelines binding on Chartis HK or Chartis affiliates including, without limitation, any applicable regulators, governmental bodies, or industry recognised bodies, and where otherwise required by law.

Data Security

Chartis HK and Chartis affiliates takes several measures to handle personal data in a secure manner. Access to Chartis HK’s web site's servers is limited to employees, agents, and contractors of Chartis HK. Standard practices require these personnel to preserve the confidentiality of user information they receive while performing their jobs and conducting the business of Chartis HK.

Chartis HK’s staff are trained on how to handle personal data in a secure, confidential and appropriate manner.

Retention of personal data

Chartis HK will destroy any personal data it may hold in accordance with its internal policy which accord with the following principles:

1. personal data will only be retained for as long as is necessary to fulfill the original or directly related purpose for which such data was collected, unless the personal data is also retained to satisfy any applicable statutory or contractual obligations; and
2. personal data is purged from Chartis HK’s electronic, manual, and other filing systems in accordance with specific schedules based on the above criteria and Chartis HK’s internal procedures.

Transfer of personal data outside of Macau and Hong Kong

Personal data collected in Macau , by Chartis HK’s Macau branch is likely to be transferred to Chartis HK’s head office in Hong Kong , a jurisdiction which has laws protecting the use and processing of personal data in the form of the Personal Data (Privacy) Ordinance (Cap. 486) (the “Ordinance”).

At times, it may also be necessary and/or prudent for Chartis HK to transfer personal data to places outside Hong Kong in order to carry out the purposes, or directly related purposes, for which the personal data were collected. Where such a transfer is performed, it will be done in compliance with the requirements of the Ordinance.

Access and correction/opt out of personal data

Each customer of Chartis HK has the following rights in respect of the personal data he/she has provided to Chartis HK:

1. to check whether Chartis HK holds data relating to him/her and to access such data;
2. to require Chartis HK to correct any data relating to him/her which is inaccurate;
3. to ascertain Chartis HK’s policies and practices in relation to personal data and to be informed of the kind of personal data held by Chartis HK;
4. to request Chartis not to use your personal data for direct marketing purposes; and
5. to request that no remuneration be received for transferring your personal data.

To exercise any of the opt-out rights in (iv) or (v) above you may write to Chartis HK at GPO Box 456 or cs.hk@chartisinsurance.com or telephone us at the appropriate number shown in the ‘Contact Us’ section of this website. Chartis will then, at no cost to you, act on your request and ensure that your personal data will not be used for direct marketing purposes.

You may also contact us in writing at the correspondence or e-mail address mentioned in the above paragraph to request access to data or correction or data or for information regarding your policies and practices and kinds of data held by Chartis HK.