Website terms

Expacare Limited.
Authorised and Regulated by the Financial Conduct Authority.
Registered Office: 11 Bracknell Beeches, Old Bracknell Lane West, Bracknell, Berkshire, RG12 7BW.
Registered in England No. 01524095.

Intended Audience and Territory

The Expacare site is intended to provide information and assistance to expatriates with international healthcare needs.

Please refer to membership guides for further information.

Code of Conduct

Expacare Limited is governed by The Financial Conduct Authority.

Further information can be found at www.fca.org.uk

Website Cookies

See our Cookie Policy Page.

Privacy

Expacare is committed to upholding the privacy of its employees, clients and site users does not sell, rent, loan, trade or lease any personal information that is recorded on our site.

This site contains items for your information only and you can visit it without disclosing any personal information.

This privacy policy does not cover the personal data you choose to give to unrelated third parties. We encourage you to review the privacy policy of any company before submitting your personal information. Some third-party companies may choose to share their personal data with www.expacare.com; that sharing is governed by that third-party company’s privacy policy.

This site may provide links to third-party sites for your convenience and information. If you access those links, you will leave our site. We do not control those sites or their privacy practices, which may differ from ours. We do not endorse or make any representations about third-party sites.

Data Collection and Use

When you request information through this site, we may need to know some personal information about you. When emailing us or requesting information we need your e-mail address, name and other limited personal identifiers, typically name and contact number.

Where you request services or products we will usually need additional limited data. Your personal data will be processed to provide information, goods, products and services you request in the form that you require.

If we require sensitive personal data then we will ensure that the collection and use is in strict accordance with the “applicable legislation” principles of data protection and data privacy.

We will not pass your details to anyone else outside Expacare without your permission. If we look to use your personal data for a new purpose, beyond what it was originally provided for, or consent obtained for, we will contact you.

Any enquiries about our data protection or privacy policy or practices should be addressed to:

Data Protection Officer
Expacare
11 Bracknell Beeches
Old Bracknell Lane West
Bracknell
Berkshire
RG12 7BW

Duty of Disclosure

When completing application forms you must be aware of your duty of disclosure:

In addition to providing all basic information necessary to enable us to place the risk, you must ensure that you are complying with your legal duty of disclosure of all material matters relating to the risk. In particular, you must satisfy yourself as to the accuracy and completeness of the information you provide to insurers both at inception of the policy and throughout the policy term. In this respect, you must provide all information relating to the risk, whether favourable or not, which would influence the judgement of a prudent insurer in determining whether they would take the risk, or maintain the risk during the policy term or at renewal, and, if so, for what premium and on what terms. If all such information is not disclosed by you, insurers have the right to void, from its inception, the contract, which may lead to claims not being met.

Data Protection

Expacare Limited is licensed by the Information Commissioner as a data processor and controller.

We adhere to the principles of the Data Protection Act and will use any available data solely for the purpose intended.

Confidentiality: The confidentiality of patient and member information is of utmost concern to Expacare Limited and our third party 24 hour assistance companies and claims administration providers. We comply with UK Data Protection Legislation and Medical Confidentiality Guidelines.

Medical Information: Medical information will be kept confidential. It will only be disclosed to those involved in your treatment or care, or their agents, and if applicable to any person or organisation who may be responsible for meeting your treatment expenses or their agents. Claims information may be discussed with your agent where you have requested the advisor to assist you.

Telephone calls: Your calls may be recorded and monitored.

Research: Aggregated data may be used by Expacare Limited or others for research, product design or statistical purposes.

Names and addresses: Expacare Limited, its 24 hour assistance companies and claims administration providers do not disclose the names and addresses of members to other organisations.

Your privacy is important to us.

Referencing Web Site

If a prospective customer is referred to us from a third party with whom we have a business referral relationship; we collect the name and URL of the referring web site to facilitate the business referral relationship with the referring third party.

Log Files

We gather user IP addresses when customers and their employees use our service and web site. We use IP addresses to help diagnose possible service interruptions and administer our service and web site. We also use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information.

Service Activity Logging

Our application has the capability to monitor all of your actions while using our service and report those actions to us. We use this information to understand the use of our services to diagnose problems and enhance the features and functionality of our service. We do not disclose such information to anyone, including our customers or their employees.

Complaints Procedure

We believe that a prompt response to your questions and complaints is an important part of good service. We are also required by our regulator, the Financial Conduct Authority (FCA) to have in place procedures for handling complaints. This procedure is detailed below.

Should you have a complaint about our practice or performance, including claims handling, please write with details of your complaint to:

Managing Director
Expacare Limited
11 Bracknell Beeches
Old Bracknell Lane West
Bracknell
Berkshire
RG12 7BW

Tel: +44 (0) 1344 233950
Fax: +44 (0) 1344 233901
Email: info@expacare.com

We will acknowledge receipt of your complaint within 5 business days and enclose a copy of the complaints procedure. We will tell you who is dealing with your complaint and if possible provide you with a response to your complaint at the same time. If our investigations take longer we will seek to provide a written response within 4 weeks or explain the current position and provide an indication as to when you may expect to receive a final response.

Should we be unable to provide you with a written response within 8 weeks we will explain the current position and provide an indication as to when you may expect to receive a final response. If at this stage you have not received a final response or if a final response has been provided and you remain dis-satisfied you may have the right to refer the matter to the following within 6 months of the date on the firms final response letter. :

Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London
E14 9SR

Telephone: 0845 080 1800
Fax: 020 7964 1001
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

Making a complaint against us does not affect your right to take legal action against us.

Compensation

Expacare Limited are subject to the Financial Services Compensation scheme in the United Kingdom. Please see www.fscs.org.uk for further information.

English law applies to any conflict or dispute relating to this plan, and conflicts and disputes will only be dealt with by English courts.

Disclaimer

Whilst all reasonable care has been taken in the preparation of this site no liability is accepted under any circumstances by Expacare for any loss incurred as a result of reliance on any statement, error or any omission contained herein.

The statements within this site reflect our understanding of current and proposed legislation, which may change without notice.

The content of this site should not be regarded as specific advice in relation to the matters addressed.

Security

We have implemented security policies, rules and technical measures to protect the personal data that we have under our control that complies fully with data privacy and protection legislation appropriate to the jurisdiction applicable to the site. The security measures are designed to prevent unauthorised access, improper use or disclosure, unauthorised modification and unlawful destruction or accidental loss.

At present we do not give visitors to our site the option of using a secure transmission method to send us their personal data.