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Privacy Policy

We, Prudential Life Assurance (Thailand) Public Company Limited (hereinafter referred to as "we", "us", "our" or "ours" depending on the context) take the privacy and protection of your Personal Data (as defined below) seriously.

So, we’ve set out the below information about our processing of your Personal Data, what rights you have, and how you can get in touch if you want to know more.

When we say “Personal Data”, we mean any information relating to an individual, which enables the identification of such individual, whether directly or indirectly, as defined in the applicable data protection legislation and also as listed below. We collect Personal Data from you that is necessary for us to either provide you with products and services you’ve requested, to comply with statutory or contractual requirements or any other pertinent purposes in the course of our business operation. Unfortunately, if you’re unable to provide certain Personal Data which is necessary for us to provide our products and services to you or as required by law, we will not be able to provide you with those products and services.

We may change this Privacy Policy from time to time by updating our Privacy Policy page on our website. We encourage you to check our Privacy Policy from time to time on our website, as the version of our Privacy Policy which is displayed on our website takes precedence over all previous versions of our Privacy Policy. We will notify you of any changes to this Privacy Policy and obtain your consent, to the extent applicable and if required.

This Privacy Policy describes how we collect, use, and/or disclose Personal Data of individuals with whom we interact and whose personal data we handle in the course of our businesses or in connection with the products and services we provide. Those individuals include, but not limited only to,

(1) individual customers (either prospective or existing);

(2) authorized persons, directors, shareholders, employees, personnel, beneficial owners, persons who were ultimately given power of attorney to establish business relationship and any other persons in similar capacity, and contact persons (collectively referred to as “Connected Persons”) of our corporate customers or Business Partners as defined below.

(3) visitors and users of our websites, social media platform, and any other individuals about whom we obtain personal data (e.g., your family member, spouse, dependent, beneficiary, premium payer, co-loaner, trusted person, witness, claimants, complainants, joint policy holders)

(together, “you” or “your”).

Please read this Privacy Policy carefully to understand why and how we collect, use and/or disclose your Personal Data.

 

Part A – Personal Data we process

  • Personal and contact details: such as title, name, surname, maiden name, previous name, contact details (e.g. phone no., e-mail), contact details history, date of birth, gender, age, nationality, citizenship, marital status, residency, family status, the number of dependents you have, signature, house registration address, contact address, working address, postal codes, type of vehicle used, lifestyle or social circumstance, country of birth, photo, FATCA status;

  • Government issued identification: such as national identification card, passport, household registration, tax identification and other government-issued identification (e.g. green card identification), visa, work permit, company registration, company certificate, company seal certificate;

  • Employment information: such as employment status, salary, income, occupation, position, financial details about you, passbook, bank reference letter, bank statement, source of income, details of other income, name of the company you work for, details in minutes of meetings;

  • Records of your contact with us: such as voice records/telephone call records between you and us, including our service providers if you get in touch with us online using our online services or via our websites/social media platform (e.g. our official online account, such as our LINE official account), details such as your mobile phone location data, IP address and MAC address, browser and device information, log-in credentials, online usage, logs, and information collected through other technologies;

  • Information which enables us to provide services to you: such as products and services you hold with us, as well as those you have been interested in and have held, insurance policy number, plan of insurance, objective of insurance application, asset, tax percentage, premium, dividend, sum assured, investment unit/fund, investment allocation, amount of surrender, rider, the associated payment amounts, payment methods, bank account number, credit card number, details of goods or services purchased/amended, details of your savings, details about all your existing borrowings and loans, deductible, inheritance, dividend/interest, securities, your investment experience, other insurance you hold or denied, relationship and proof of your relationship to the policy holder, insured or claimant, information if you are a vulnerable customer or if you are applying for medical or life insurance, claim details, information collected via application forms/documents received from you;

  • Information about your view and opinion: your preference about our products and services or other information that you choose to send to us, including on or via social media platforms/websites, comments, feedbacks, complaints, recommendations, survey responses, inquiries and any information you volunteer during marketing or customer service related communications, including your personal data which are disclosed on your social media profiles;

  • Behavioral data: such as analysis of data relating to marketing made to you, including history of communications and whether you open them or click on links, information about your use of products and services held such as insurance policies, mortgage, savings or financial products and services, insights about you and our customers gained from analysis or profiling of customers;

  • Fraud related data: such as information we obtained from third parties, including information about insurance risk, pricing, claims history, instances of suspect fraud and usage history, Personal Data which we obtain from Credit Reference Agencies and Fraud Prevention Agencies, including public/private available sources, shared credit history, financial situation and financial history, fraud, debt and theft information, including details of money you owe, suspected instances of fraud or theft, and details of any devices used for fraud, checks on your current or previous address;

  • Third party transactions: such as where a person other than the account holder uses the service, information about that person and the transaction;

  • Segmentation attributes: such as information about your property, value, number of rooms, property type (if relevant to the product or service), information about your property occupier status, such as whether you are a tenant, live with parents or are an owner occupier of the property where you live at the time of your application;

  • Information about your use of products and services held with our Business Partners: such as insurance policies, mortgage, savings or financial services and products;

  • Information we buy or rent from third parties: including demographic information, details of outstanding finance, marketing lists, publicly available information, and information to help improve the relevance of our products and services;

  • Sensitive data: such as your religion and blood type (contained in national identification card or otherwise), criminal records information, including alleged offences, information about your health / medical records (such as current and former physical/mental or medical condition, health status, injury, and medical record/history, weight, height, cause of weight change, drug use, alcohol consumption, smoking behavior, pregnancy status, HIV result, antenatal record, vaccination record), your disability, your political opinion, genetics, biometric identifiers, sexual orientation.

 

Part B - Personal Data of other persons

We may also collect Personal Data as specified in the above of other persons such as details of beneficiary, joint policy holder, family member, spouse, dependents, premium payer, trusted person, co-loaner, doctors, other person referred by our customers or other person in the course of the provision of our product or performance of our service.

If you provide Personal Data of others to us, you represent and warrant that you have the authority to do so by

(i) informing such other person about this Privacy Policy;

(ii) obtaining consents where applicable or rely on other legal basis necessary to permit us to use such Personal Data in accordance to this Privacy Policy;

(iii) undertaking to verify the accuracy and completeness of Personal Data provided by you and to update us of any change to the Personal Data provided.

If for any reason you are concerned as to whether you are permitted to provide us with the other person’s information, please contact us at the email address below before sending us anything. 

 

Part C - Where we get your Personal Data

We’ll collect Personal Data from the following general sources:

  • from you directly and other communications with us (e.g. through our application form, website, social media pages or any social media accounts, mobile application, questionnaire when you attend surveys, investor conferences, roadshows, events);

  • from our customers if you are a family member, associate or beneficiary of products and services via our customer's application, claim and complaint forms, telephone calls, e-mails;

  • information generated about you when you use our products and services;

  • from other sources such as through bank partners, research agencies, service providers, corporate customers, agents, brokers, vendors, our Business Partners, affiliates, hospitals/medical professionals, financial institutions, public/private sources (for example, telephone directory, social media, internet, news articles, databases), debt recovery and/or tracing agents, Fraud Prevention Agencies, Credit Reference Agencies, other organizations to assist in prevention and detection of crime, police and law enforcement agencies, government authorities, courts and other third parties we work with to provide products and services or quote to you or to help improve our products and services or our business.

  • Prudential Group companies;

  • we buy or rent information about you or customers generally from third parties including demographic information, vehicle details, claims history, marketing lists and other information.

 

Part D – Cookie Policy

Our Site uses cookies, beacon and similar technologies to distinguish you from other users of our Site. This helps us to provide you with a good experience when you use the Site and also allows us to improve our Site. A cookie is a small file of letters and numbers that we store on your browser or the hard drive of your computer. Cookies contain information that is stored on your computer's hard drive. When Cookies information directly or indirectly identifies an individual, whether alone or coupled with other information, we will treat such information as Personal Data under this Privacy Policy. You have the ability to accept or decline cookies by modifying the setting in your browser. If you would like to do this, please see the help menu of your browser.

If you decide not to have your personal data processed by us for advertising purposes via cookies (and similar technologies), this does not mean that we will not show you advertisements. It simply means these advertisements will not be personalized for you using first-party or third-party cookies, web beacons or similar technologies.

We use the following types of cookies:

  • Strictly necessary cookies. These are cookies that are required for the operation of our Site. They include, for example, cookies that enable you to log into our secure Site;

  • Analytical/performance cookies. These allow us to recognize and count the number of visitors to our Site and to see how visitors move around our Site when they are using it. This helps us to improve the way our Site works, for example, by ensuring that users are finding what they are looking for easily; and

  • Functionality cookies. These are used to recognize you when you return to our Site. This enables us to personalize our content for you, greet you by name and remember your preferences (for example, your choice of language or region).

By continuing to use the Site, you accept to the use of cookies as outlined above.

 

Part E - How we use your Personal Data and why

We collect use, and/or disclose your Personal Data on the legal basis of (1) contractual basis, for our initiation or fulfilment of a contractual performance with you or requested by you prior to engaging into a contractual performance with us; (2) legal obligation, for fulfilment of our legal obligations; (3) legitimate interest, for the purpose of our legitimate interests and those of third parties, proportionate to your interest and fundamental rights and freedoms to the protection of your Personal Data; (4) vital interest, for the prevention or suppression of danger to a person's life, body, or health; (5) public interest, for the performance of task carried out in the public interest or for exercising of official authorities or duties; and/or (6) consent.

We will use the Personal Data you provide to us, together with other information, for the following purposes:

  • Identity verification: to conduct your identity and verification when you apply for products and services or when concluding agreements and transactions with you, to verify your login credentials, to conduct online transactions via provided channels, to verify you when you contact us for customer care service via provided channels (such as, our office, via call center, email, website, social media accounts, mobile application);

  • The administration of our products and services: to consider your application for underwriting and issuance of insurance policy, to provide product and services as discussed with you prior to any purchase of a product and service, to administer, maintain, manage and operate products and services, to administer your insurance policy, to assess your eligibility for payment plans, to issue premium bill and/or invoice, to collect and process your premium and other payment, to check payment status, to issue statements or tax documents, to perform functions in connection with the claim process;

  • Provision of customer services: to reply to questions as requested by you or in relation to the products and services, to inform you regarding changes to our policies or products and services, to update your information/profile (including to update your information with our Business Partners), to handle any queries or complaint from you, to detect our own errors, to deal with technical issues, to provide you with update on recent development;

  • Carry out other internal business administration: to keep your information on record, to manage our infrastructure and business operations, to comply with our internal policies and procedures relating to IT, auditing, finance, accounting, billing and collections, business continuity and reporting, to perform our functions related to our businesses, to engage in reinsurance relationship with third parties;

  • Improve our general business operations, product and services: to design and develop insurance, financial and related products and services, to carry out surveys, data analytics, and market research including analysis of customer, to conduct internal analysis for improvement, to conduct research and statistical analysis (including use of new technologies), to assess and manage risks, to calculate commissions and service fees to our brokers, agents, and Business Partners, to settle debts with reinsurer;

  • Providing marketing communications: to send you direct marketing offers by electronic and non-electronic means including by post, as well as sending you introductions to products and services from carefully selected third parties also by post, to contact you by electronic means with details about products and services and any special offers, notice, newsletter, updates, announcements, promotions, campaigns, news and information, relating to the products and services from us in accordance with preferences you have expressed directly or indirectly, to manage campaigns and analysis; and to personalize your experience when using our online services.

    We would ask for your consent for the purpose of marketing communications where we cannot rely on other legal bases and if you change your mind, and / or you would like to opt-out of receiving direct marketing, it’s easy to let us know. Just use one of the options in the Contact us section.

  • Participating in events, prize draws and similar promotion: to allow you to participate in and administer these activities;

  • Corporate transactions: to transfer your Personal Data to one or more third parties, including companies, affiliates and subsidiaries, as part of the transaction in the event of merger such as, in sale, transfer, merger, reorganization or similar event;

  • Fraud Detection: to check your provided data against databases, to carry out the processes and steps of customer identification and other security risk checks (including, “know your customer” (KYC), "customer due diligence" (CDD), anti-money laundering, to carrying out checks using agencies such as credit reference agencies, financial crime prevention agencies, tracing companies or public/private information, to prevent fraud and money laundering. Result of these may be recorded for future reference.

    These checks may also be carried out for Business Partners and its Connected Persons, fund investor, joint policy holder or person(s) that you provide personal data on. Should we ever lose contact with you, we may use these agencies to verify your address to help us get back in touch.

    Any transfer of your personal data will always be done securely.

  • Complying with any regulatory or other legal requirements: to comply with our legal obligations, rights or duties and/or legal proceeding under the applicable laws (e.g. those in relation to insurance, anti-money laundering, and sanction screening), including laws outside your country of residence, to respond to investigation requests from public and governmental authorities;

  • Dispute handling: to solve disputes, to enforce our contracts, to establish, exercise or defense of legal claims and legal rights;

  • IT Management: to manage our internal and external IT operations and communication system including IT security, IT security audit, and IT recordkeeping and to set system access authority

  • Automated decision-making or profiling: to make automated decisions affecting you or to conduct other profiling (for example, marketing profiling).

Where we collect Personal Data of you acting as a Connected Person for Business Partner, the following purpose also applies;

  • Business Partners selection: to verify your identity and Business Partner status, to conduct due diligence, and/or any other form of background checks or risk identification on you and the Business Partner (including checking public/private information or government law enforcement agency and/or official sanctions lists), to evaluate suitability and qualifications of you, the Business Partner and its personnel for performing tasks for us, to issue request for quotation or bidding, negotiation and execution of contract with you and/or the Business Partner;

  • Relationship management: to plan, perform, and manage the (contractual) relationship with the Business Partners, e.g., by performing transactions and orders of products and services, processing payments, performing accounting, auditing, billing and collection activities and providing support services;

  • Supply of goods and services: to purchase goods or services from our Business Partners, such as, creating and sending you or the Business Partner a purchase order, contacting you in the course of your or the Business Partner's providing us with goods or services, processing of payments, monitoring of your or the Business Partner's compliance with contracts and our policies and fulfillment of internal requirements and requirements of our affiliates (including investigation and remediation of non-compliance thereof);

  • Business communications: to also carry out business communication with you or the Business Partners, such as, communicating with the Business Partners about our projects (e.g., by responding to inquiries or requests).

 

Part F  Use of your sensitive Personal Data

We will only collect, use, or disclose sensitive Personal Data on the basis of your explicit consent, for establishment, defense, compliance or exercise of legal claims, for satisfying legal obligations in relation to substantial public interest or where it is information that is disclosed to the public with the explicit consent from you or where otherwise as permitted by law. Where consent is required, we will separately ask for your consent via the appropriate methods.

For certain products, services or business transaction, we will need to process your sensitive Personal Data as described above, to the extent that we need your explicit consent to process this category of Personal Data, we will provide details of this at the point of collection and seek your consent. 

 

Part G –Who we share your personal data with and why

We’ll share your Personal Data with Prudential Group companies and to our Business Partners and third party service providers. We are committed to protecting your privacy by restricting the access to your Personal Data on a need-to-know basis.

We may also make your Personal Data available to the following third parties, located both inside and outside of Thailand, who collect, use and/or disclose Personal Data for the purposes set forth under this Privacy Policy. For more information, you can visit their privacy policies to learn more about how they collect, use and/or disclose your Personal Data:

  • Our Business Partners

We may disclose your Personal Data to the Business Partners as defined below for the purposes as listed in Part E.

  • Governmental Authorities and Third Parties involved in Court Action

We may also disclose your Personal Data with governmental, regulatory or other public authorities in Thailand and overseas as applicable (including, but not limited to the Office of Insurance Commission, Revenue Department, Anti-Money Laundering Office, Securities and Exchange Commission, Legal Execution Department, Office of The Consumer Protection Board, Department Of Provincial Administration, National Police Bureau, National Anti - Corruption Commission and/or any other law enforcement authorities, and courts); and third-party participants in legal procedures or other third party if we believe to be necessary or appropriate to comply with our legal obligations, defend legal rights or positions of us or otherwise the rights of any third party or individuals’ personal safety, and allow us to pursue available remedies or limit our damages.

  • Assignee of Rights and/or Obligations

In a normal course of business, we may disclose your Personal Data to third parties as our assignee, in the event of any reorganization, merger, amalgamation, business transfer, whether in whole or in part, sale, purchase, joint venture, assignment, transfer or other disposition of all or any portion of our business, assets or stock or similar transaction. We take reasonable steps to ensure that such third party will comply with this Privacy Policy to respect your Personal Data.

  • Other Third Parties

We may share your Personal Data with beneficiaries, corporate insureds, emergency providers (such as fire, police and medical emergency services), hospitals, industry associations (such as Thai Life Assurance Association), your joint policy or investment holder, co-loaners, other people involved in your insurance policy and an incident that is the subject of a claim, other third parties to deal with claims or for the protection of your own interest in case of emergency.

 

Part H – International transfer of Personal Data

We may transfer your Personal data to third parties, such as Prudential Group companies, service providers, and governmental or public authorities (e.g. for the purpose of complying with FATCA), located in other countries (including, but not limited to Singapore, Hong Kong, India, United States, United Kingdom, Australia, Germany, Japan, Indonesia, the Netherlands, Malaysia) in order to carry out the purposes specified above. Where there is such a transfer, it will be done based on your consent or other bases in compliance with the applicable laws.

To the extent we transfer your Personal Data to a country with a level of data protection standards not equivalent to Thailand, we will ensure that an adequate degree of protection is afforded to the transferred Personal Data, or the transfer is otherwise permitted in accordance with the applicable data protection law.

We will use appropriate safeguards and comply with the laws of the country to which your Personal Data is transferred. Details of the safeguards we use are available on request.

 

Part I  We keep your Personal Data for a set amount of time

Your Personal Data will be stored for the period necessary to allow us to fulfil, satisfy or achieve the purposes specified in Part E above except where a longer retention period is required or permitted by law or as long as you are our customer and for a period of ten years after the end of the customer relationship, or longer if required by law or to satisfy the purposes specified in Part E above. In addition, if you would like to purchase our products or use our services, we will retain your Personal Data for three years from the day on which you have provided  your contact information to us or longer. However, the retention period for Personal Data will be in accordance with our internal policy and procedure. In case of legal necessity or achieving the purposes as set out in Part W above, there may be specific circumstances where it is necessary for us to retain your Personal Data for longer (such as when a dispute arises).

 

Part J  Minor, Incompetent person, and quasi-incompetent person

As required by law in certain cases, we cannot collect, use, and/or disclose the Personal Data of minors, quasi-incompetent persons, and incompetent persons in absence of their parental or legal guardian consents. If you are under the age of 20, quasi-incompetent persons, or incompetent persons, please ensure that consent from your legal guardians are obtained when it is required. Where we learn that we have unintentionally collected Personal Data from anyone under the age of 20 without parental consent when it is required, or from quasi-incompetent persons and incompetent persons without their legal guardians, we will delete it immediately or process only if we can rely on other legal bases apart from consent.

 

Part K  You’re in control

Subject to the provisions of data protection law, you may have a number of rights regarding the collection, use, disclosure and/or transfer of your Personal Data, including:

  • Access: you can request a copy of your Personal Data (we have the right to charge a reasonable fee to complete this request where permitted by law);

  • Rectify: you can request that we correct anything that’s wrong, or complete any incomplete Personal Data;

  • Lodge a complaint: you can complain to a data protection authority or the competent authority where you believe our collection, use and disclosure of your Personal Data is unlawful or noncompliant with applicable data protection law where applicable. We would, however, appreciate the chance to deal with your concerns before you approach the authority, so please contact us in the first instance.

  • Deletion: you can ask us to delete your Personal Data if it is no longer needed for the purposes set out in this Privacy Policy or if there is no other legal basis for the processing;

  • Objection: you can object to the use of your Personal Data for direct marketing (including related profiling) or other processing based on legitimate interests;

  • Data Portability: you can request that provide a copy of your Personal Data in a structured and commonly used format in certain circumstances;

  • Restriction: you can limit how we use your Personal Data in certain circumstances; and

  • Withdraw Consent: you have the right to withdraw your consents you have given for the processing of your Personal Data any time

    The withdrawal of consent will not affect the lawfulness of the collection, use and/or disclosure of your personal data and sensitive data based on your consent before it was withdrawn. If you do not provide (or withdraw) your consent, we may not be able to provide certain or all of our services or products to you.

 

Your request for exercising any of the above rights may be limited by the laws. There may be certain cases where we can reasonably and lawfully decline your request, for example, due to our legal obligation or court order. 

If you want to exercise your rights, or would like an explanation about these rights, we’ve explained how you can get in touch in the Contact Us section.

If you do need to speak to us, the data controller of your Personal Data is Prudential Life Assurance (Thailand) Public Company Limited. We may monitor or record calls or any other communication we have with you. This might be for training, for security, or to help us check for quality.

 

Contact us

If you want to exercise your rights in Part K or if you require any other information about any other part of this notice, you can contact us in several different ways.

Write to us at:

Customer Service Center
Prudential Life Assurance (Thailand) Public Company Limited
944 Mitrtown Office Tower, 10th, 29th – 31st Floor
Rama 4 Road, Wangmai, Pathumwan,
Bangkok, 10330

Email us at: 
hotline@prudential.co.th

Or directly contact us at our headquarter at:

Prudential Life Assurance (Thailand) Public Company Limited
944 Mitrtown Office Tower, 10th, 29th – 31st Floor
Rama 4 Road, Wangmai, Pathumwan,
Bangkok, 10330

 

The Prudential Group means affiliates of Prudential UK (including Prudential International Assurance plc, Prudential plc, Prudential Services Limited, PGDS (UK ONE) Limited, Prudential Global Services Private Limited, Prudential Corporation Asia Limited, Jackson national Life and PPM America, Inc., M&G Investments Group and  Prudential Corporate Pensions Trustee Limited, Prudential Services Asia Sdn. Bhd., Pulse Ecosystem Pte. Ltd., Prudential Services Singapore Pte. Ltd., Prudential Africa Regional Office.

Business Partners means the following:

  • business partners: e.g., bank and non-bank partners, agents, asset management companies;

  • service providers: e.g., service providers who provide administrative, telecommunications, computer, information technology, data processing and storage, customer satisfaction analysis, payment, printing and logistics, redemption, call center service, emergency service, support and hosting service, claim facilitation, IT service and platform service, data management service, data storage and cloud service, smart underwriting provider, advertising, marketing and market research and analysis service, or other services to us to enable us to operate our business, including other third-party vendors, suppliers and other outsourced service providers that assist us in carrying out business activities.; 

  • others: e.g., professional advisors who may have access to your Personal Data, including medical professionals, accountants, actuaries, auditors, lawyers, legal advisors, and other outside professional advisors, insurance intermediaries, reinsurers, investment managers, agents, pension trustees (and other stakeholders), scheme advisors, introducers, selected third party financial and insurance product providers, insurers, trustees, medical bill review companies, claims investigations companies, credit card companies, banks and financial institutions who administer our accounts, researchers, third party administrators, credit reference agencies, financial crime prevention agencies, debt collection agencies.

 

Remark : This policy will be fully effective on the date on which Personal Data Protection Act is fully effective.