Trinity Claims

We are TrinityM Ltd, trading as Trinity Claims. 

Address: Trinity Place, 14 Sovereign Way, Tonbridge, Kent, TN9 1RS

Data Protection Officer email : dpo@trinityclaims.co.uk

We are registered with the Information Commissioners Office - Registration Num: Z3447332

We only collect information we need in order to manager your insurance claim. This includes:

• Personal Details - name, address, contact details, date of birth (which includes beneficiaries, joint policy holders/named drivers/family members etc.) employment status, martial status, number of dependants 
• Policy and Claim Details - your insurance policy number, claim history
• Financial Details - payment  method, income, savings, existing loans and borrowing, if relevant to your claim.
• Vehicle or Property Details - make/model, location, repairs (ongoing or historic), property type
• Health Information - only if needed for your claim (e.g. injury details) or if you are vulnerable and may need tailor-made assistance during the claims journey 
• Credit Checks/Fraud Prevention - Information from credit reference or fraud prevention agencies, including criminal information (including alleged offences), insurance risk and history 
• Records of Contact - Calls, emails, online portal activity
• Technical Data - IP address, device details when using our online services

Failure to provide relevant information about yourself may impair our ability to provide our services, and may lead to your claim being declined. 

We may carry out checks with third-party organisations, including credit reference agencies, ant-fraud databases and identity verification providers, in order to validate information, prevent fraud and manage claims. These checks may leave a record (footprint) on your file. This footprint may be visible to other organisations, but will not impact your credit score unless otherwise stated. 

We use your information to:

• Process Your Claim  - confirm details, assess validity, arrange repairs or payments 
• Prevent Fraud  - check for unusual activity or false claims 
• Meet Legal and Regulatory Requirements  - follow rules set by law and regulators
• Improve Our Services - review claims handling and customer experience
• Carry Out Checks - with credit and fraud prevention agencies 
• Keep Records  - for audit and compliance purposes

• From the brokers or underwriters of your insurance policy, including the questions that you answered when purchasing your insurance policy schedule, and the policy schedule and wording to which you agreed 
• Telephone conversations with us - our telephone calls are recorded from training and monitoring purposes. We also refer to call recordings for claim handling and auditing purposes.
• Portal messages, emails or letter you send to us
•  Meetings with you - with our field handlers, surveyors and Trinity First Response operatives, where we will gather and update information about you as appropriate to the services we are providing to you 
• From other sources, such as Fraud Prevention Agencies, Credit Reference Agencies, other lenders, HMRC, DWP, publicly available directories and information (for example, telephone directories, social media, internet, news articles), debt recovery and/or tracing agents, others organisations to assist in the prevention and detection of crime, police and law enforcement agencies  

We process your data as:

• It is necessary to manage your insurance claim (contractual obligation)
• We have legal obligations (e.g. anti-fraud checks, record keeping)
• It's in our legitimate interests and yours (e.g. improving services, preventing fraud, recovering debt, following best practice from regulators) 

We may share your data with:

• Your insurer, underwriter, or broker 
• Service providers helping us process claims (e.g. surveyors, contractors, IT providers)
• Law enforcement or regulators if required by law

We do not directly share your personal data outside of the UK or the European Economic Area (EEA)

We keep your data only as long as necessary. In most cases, this is for 7 years after claim closure for financial and auditing purposes. However, this can be up to 25 years to allow for future liability claims covering personal injury claims and claims potentially involving minors where liability can be queried in future. 

• All data is stored securely with firewalls, password protection and encryption where appropriate 
• Access is restricted to trained staff who need it to do their job
• Body cameras are PIN-protected and the footage is only accessible by senior staff upon request via the Data Protection Officer 

You have rights under data protection law including:

• Right of Access - See what personal data we hold about you, This is commonly referred to as a Data Subject Access Request (DSAR)
• Right of Rectification - Fix inaccurate information
• Right to Erasure  - Ask us to delete your data (in certain circumstances)
• Right to Restrict Processing - Limit how we use your data
• Right to Data Portability - Whilst not usual within the claim handing industry, this allows you to move your data to another provider 
• Right to Object - Stop certain uses of your data
• Human Review - If a decision was made in relation to your personal data carried out via Automated Decision Making (ADM) or Artificial Intelligence (AI), a human review can be requested

To use these rights, email dpo@trinityclaims.co.uk . We aim to respond to all requests within one month. Note that complex requests can take up to 90 days, however data subjects will be made aware of such circumstances. 

Body Worn Cameras: Our field staff are provided with Body Worn Cameras and will record visits to provide safety to both them and our policyholders. The footage can also be utilised to understand the validity/content of insurance claims and can also be utilised where suspicions of potentially fraudulent activity have taken place. 

Our cameras are fitted with front facing screen so your will be able to fully acknowledge when recording is live. Likewise, an evident red light with demonstrate that recording is in progress. 

None of our field staff have access to the recorded footage whilst it is stored on the device. All footage is encrypted and can only be accessed by a small number of senior staff within the business via request to the Data Protection Officer. 

Please note that Trinity Claims also deploy surveyors, contractors and other third parties which are not directly employed by us. Should they wish to utilise body cameras within the course of their investigations and/or works, please refer directly to their privacy policies. 

Automated Decisions & Ai: We use technology to help us process claims and route emails. You can review human review of any automated decisions. Should you find your claim declined when registering on our online system, you have the right to contact our home claims team via home.claims@trinityclaims.co.uk where we will take another look.

Our AI systems also allocate incoming emails to our claims systems, based on their content. You should make every effort to ensure that you are providing us with data prudent to your claim. should you be uncomfortable with AI processing your data in this way, please contact the Data Protection Officer.  

If you are unhappy how we handle data, in the first instance you should contact us via our Data Protection Complaint Form.

Get in Touch

We will respond to all data protection complaints within 30 days. Alternatively, you can contact us via email at dpo@trinityclaims.co.uk . Following our Data Protection Officers response, should you remain unsatisfied, you can raise your complaint via the Information Commissioners Office (ICO) at www.ico.org.uk

Should you have concerns with the manner in which you claim has been handled. you should initially contact our Customer Relations Team. Following this you can liaise with the Financial Ombudsman Service (FOS).