Last updated: May 21, 2018
We value privacy, especially yours
If you do not agree to the terms of this policy, please do not use our Services or provide any personal information.
If you fail to provide certain information when requested, we may not be able to provide the Services for which you have contracted or are requesting.
Why we collect your personal information and the purpose of processing
Personal information we collect when you use our services is needed for the following purposes:
Contract: to contract for services, communicate with you, bill and collect, process cancellations and refunds, claims processing, provide customer service such as assigning and dispatching authorized technicians, internal quality assurance review of customer service, deliver the functionality of the Services (e.g. click to chat) and supply chain management.
Legitimate interests: for maintaining our books and records, maintaining security and integrity, monitoring use and performance (for example, managing service requests, service provider performance, repair metrics statistics) quality assurance, fraud detection and prevention, and product improvement and development.
Comply with legal requirements: to notify you as required by law in the event of a breach regarding the security of your personal data. We also use your Information to comply with EU and other legal requirements.
Where to turn with questions
Attn: Data Protection Officer
c/o Office of the General Counsel
648 Grassmere Park
Nashville, TN USA 37211
Additionally, if you are located in the U.S. and have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact our U.S.-based third party dispute resolution provider at https://feedback-form.truste.com/watchdog/request.
What’s covered by this Policy
Any Asurion-affiliated site, product or service which links to this policy and any collection, storage, transfer, sharing, disclosure and handling of your personal information when you use our Services which we define below.
Personal information we collect
When you use our Services, we may collect the below types of personal information:
As part of the claim process, Asurion or its affiliates may require you to provide a copy of your driver’s license, passport or other personal identification card. Additionally, in order to process your claim, Asurion or its affiliates may request your shipping and billing information, credit card information or other preferred payment means.
Asurion also gathers certain information about the use of Asurion’s services, including the number of unique visitors, the frequency of visits, how users interact with the sites, user experience preferences, IP address, and other information that may help Asurion improve the customer experience, mitigate fraudulent activity, and comply with legal requirements. Such information may include, but is not limited to the following:
When you visit Asurion’s sites we automatically collect and store certain information in our server logs. This type of information includes details of how you interacted with our services. It may include personal information such as: IP address, Unique Device Identifier, or CallerID / ANI (Automatic Number Identification) information, content of web pages, transaction with APIs (Application Program Interface), transactions with IVR (Interactive Voice Response) systems, activity and content of visitor interaction with call center representatives; application usage activity, hardware information, hardware and system settings, browser type, browser language, the date and time of your request, referral URL, etc.
A cookie is a small, data file that is managed by your web browser or other application and stored on your local system. Asurion uses session and persistent cookies to, among other things, identify your computer during a particular interaction and analyze your behavior during a particular visit. Most web browsers provide you with the ability to accept or decline cookies, as well as to be warned each time a cookie is being sent. If you choose to decline cookies, you may not be able to fully use Asurion’s services.
Pixel tags, also known as web beacons, help Asurion better manage user experience and content tracking. Pixel tags are tiny graphics with a unique identifier, which provide a similar function to cookies and are used to track user interaction with content provided by Asurion or an affiliate organization. In contrast to cookies, which are stored on a user’s computer hard drive, pixel tags are embedded invisibly within content. The small size and transparency of pixel tags are not intended to deceive content recipients, but to minimise distraction.
Third-party data sources
Asurion may leverage external data sources in order to provide context and background on the users of its services in order to improve customer experience, mitigate fraud or malicious activity, or comply with internal company and external regulatory requirements.
Do Not Track and Third-Party Advertising Cookies
Do-Not-Track is a public-private initiative, http://www.w3.org/2011/tracking-protection/, that has developed a technical “flag” or signal that an end-user may be able to activate within their browser software to notify sites that they do not wish to be “tracked” by third parties as defined by the initiative. The initiative, however, has not reached a consensus as to exactly what technical or other actions those parties receiving the signal should take. As a result, Do-Not-Track has not yet been standardized and most sites, including Asurion Sites, do not alter their behavior or change their services when they receive a “do-not-track” flag or signal. You can, however, make decisions about your privacy and the advertisements you receive.
How we use your Information
How we share your personal information
We will not use or disclose your personal information to non-affiliated third parties except as disclosed in this Policy.
Asurion may transfer your Information to:
Asurion may also disclose your personal information to law enforcement and service providers that are engaged by us for the purposes of:
International transfers of personal information
Security of your personal information
We have implemented technical and organizational measures designed to provide appropriate levels of security for your personal data. Reasonable administrative, logical, and physical controls are in place to prevent your personal information from being accidentally lost, used, or accessed in unauthorized ways.
How long we keep your personal information
To determine the appropriate retention period for information before we securely destroy it, we consider the amount, nature, and sensitivity of the information, the potential risk of harm from unauthorized use or disclosure of your information, the purposes for which we process your information and whether we can achieve those purposes through other means, and the applicable legal requirements.
In some circumstances we may anonymize your personal information so that it can no longer be associated with you, in which case we may use such information without further notice to you.
How you are notified if the policy changes
We may change this policy from time to time. If we do, we will post the updated policy with the last revised date. You acknowledge that your continued use of our Services after we publish or send a notice about our changes to this policy means that the collection, use and sharing of your personal information is subject to the updated policy. You should periodically read the policy to understand our privacy practices.
Communicating with you electronically
By using our Services, you acknowledge that we can communicate with you electronically. This includes any required notifications (i.e. legal, technical, regulatory, security, privacy) relating to your use of our services.
Accuracy of personal information
While we take various steps to ensure the accuracy and completeness of your Information, we rely upon you to provide accurate and complete information when interacting with us.
Your rights in connection with your personal information
Under certain circumstances, and as required by law you have the right to:
If you want to exercise any of these rights, please contact the Data Protection Officer in writing per the ‘Where to turn with questions’ section of this Policy. For those requests for which we are the controller, all valid requests will be honored within 30 calendar days of request. This 30-day period may be extended for another 2 months for complex requests with notification of the reasons for the extension to you. Any such requests should be submitted to the Data Protection Officer.
You will not have to pay a fee to access your personal information (or to exercise any of the other rights). However, we may charge a reasonable fee if your request for access is unfounded or excessive. Alternatively, we may refuse to comply with the request in such circumstances. In addition, there may be requests that we are unable to process because of other EU legal requirements. If a request is denied, we will notify you of the reason.
We may need to request specific information from you to help us confirm your identity and ensure your right to access the information (or to exercise any of your other rights). This is another appropriate security measure to ensure that personal information is not disclosed to any person who has no right to receive it.
If you are located in the EU, you have the right to lodge a complaint with an EU Supervisory Authority. However, if you have a complaint regarding the processing of your Information we request that you first contact the Asurion Data Protection Officer and we will reply on a timely basis.
For requests for which we are the processor, we will inform the controller of the request for their response.
Individuals under the age of 18
Our Services are not directed to, and we do not knowingly collect personal information from individuals under the age of 18.
As it pertains to users of the Services located in the EU and for which we are the controller of your personal information, the controller is Service Bench LLC.
In some cases, we are the processor and the controller is a third party such as the original equipment manufacturer.
Your California privacy rights
Under California law, California residents may opt-out of Asurion disclosing their personal information to third parties for their marketing purposes. If you are a California resident and do not want Asurion to disclose your personal information to third parties for their marketing purposes, please contact Asurion by any of the ways described in the Where to turn with questions section above and Asurion will respond within 30 days.