Privacy & Refund Policy
We value your privacy.
This Policy describes how we protect, collect, use, and share customer information. Customer information means all nonpublic information related to an identified individual, which is sometimes called personally identifiable information. Customer information does not include anonymised data or de-identified data, which do not identify an individual.
Our website, mobile applications and other electronic based functions (“web system”) may contain links to third party sites not controlled by IronRock or covered by this Privacy Notice. We recommend that you check the privacy statement of other sites you visit before providing any personal information.
- We do not sell customer information.
- We do not allow those who are doing business on our behalf to use our customer information for their own marketing purposes.
- We contractually require any person or organisation providing products or services on our behalf to protect IronRock customer information.
- We do not share customer medical information within the IronRock family of companies unless:
- you expressly authorise it; or
- it is permitted or required by law; or
- your insurance policy contract with us permits us to do so.
- We may share customer information and permit others to use that information if you give us your consent, it is necessary to complete a transaction you request, or it is otherwise permitted by law.
- We handle information about former and prospective customers the same as existing customers.
Why We Require Your Information
We will use your information to give you quotations, and manage your insurance policy, including underwriting and claims handling. Your information comprises all the details we hold about you and your transactions and includes information we obtain about you from third parties. We will only collect the information we need so that we can provide you with the service you expect from us.
We Protect Customer Information
We maintain physical, electronic, and procedural safeguards to protect customer information and to comply with Jamaican laws and regulations. In addition, we review our policies and practices, monitor our computer networks, and test the strength of our security.
We retain customer information for legal, auditing, regulatory, and business purposes.
Customer Information We Collect
We collect customer information in different ways. For example, we gather information from:
- applications and other forms related to our products and through conversations with IronRock representatives, including our agents.
- use of ironrockjamaica.com®, our mobile sites and applications, our social media sites and applications, and interactions with our online advertisements.
- transactions or experiences with us, such as payments, underwriting, and claims.
- non-IronRock parties, including consumer reporting agencies that provide us with information such as driving records, claim histories, and credit information.
How We Use Customer Information
We use customer information, sometimes including consumer report information, to do things such as:
- underwrite and rate your policies and accounts.
- process your claims.
- protect against fraud and unauthorised transactions.
- provide proper billing.
- confirm your identity and service your policies and accounts.
- enhance your customer experience and improve our products and services.
- offer you other insurance and financial services products.
- develop and offer new products and services.
- perform other activities as required or permitted by law.
How We Share Customer Information
During the course of our dealings with you we may share some of your information with other insurers, reinsurers, credit reference entities, fraud and law prevention agencies and other companies that provide service to us or you, to:
- assess financial and insurance risks
- recover debt
- prevent and detect crime
- develop our products, services, systems and relationships with you
- understand our customers’ requirements
- rating and pricing.
We may also share your information with non-affiliates for analysis, market research and marketing purposes, as allowed by law.
We may disclose your information as otherwise permitted or required by law.
Any company with which we share information about you for the above purposes is contractually required to apply the same levels of protection, security and confidentiality we apply. However, such information may be accessed by law enforcement agencies and other authorities to prevent and detect crime and comply with legal obligations.
Online Technologies That Collect Information
We may also use cookie technology or other online tracking technologies, like web beacons, to gather information about your visit to our web system. This information allows us to measure web system activity and to improve your experience on our web system and may include the time and length of your visit, the web pages you look at on our web system, the website/s you visited just before coming to ours and your internet services provider. If we provide you a link from our web system to another site, we may track the fact that you navigated to that other site from ours, and we may track your activity while on that site. This will help us understand which links are helpful to you when you visit our web system, and will help us provide you with links that may be of interest to you, when you visit our web system again.
Further information about cookies can be found on the Interactive Advertising Bureau’s website www.allaboutcookies.org.
In a case of an error occuring during your use of our websystem we may collect data and information (through third party products) on your device called Log Data. This Log Data may include information such as your device Internet Protocol (“IP”) address, device name, and operating system version when utilising our Service, the time and date of your use of the Service, and other statistics.
Keeping You Informed
From time to time we may contact you with updates regarding your policy, outstanding amounts, expiring documents, special offers or suggest products which may be of interest to you. If you would like not to receive any of these updates you can ask us to stop at any time – just Contact Us.
Changes to this Policy
This Notice is effective March 1, 2019. We reserve the right to alter this Notice at our discretion. Any change to this Notice will be posted on our web system in a timely manner.
Any personal data saved is held safely on our computer system, with security systems preventing unauthorised access and we always ensure it is treated confidentially.
We take security very seriously and we use one of the strongest available security systems to protect your communications with us. Whenever you fill in a form, such as a request for a quote, it is automatically protected using a Secure Socket Layer (SSL) between your computer and ours. SSL works in the following ways:
- It prevents impersonation – you can tell that you are using a genuine SSL site by the padlock symbol at the bottom of the screen. Clicking on either the padlock or the image opposite will reveal our Registration Certificate that is issued by our Internet security company.
- It encrypts data – as soon as your computer has recognised our computer they encrypt all information that is passed between them. Data encryption means that no one else can read or change your information as it travels over the Internet.
- It prevents scrambling – SSL uses a Message Authentication Code (MAC) to prevent anyone tampering with our Internet site. Your computer will always check this code before it takes a message from us. This means that if anyone tried to interfere with a message, your computer would not recognise the code and would alert you.
Customer Refund Policy
Overview of Refund Policy
The Refund Policy of IronRock reflects the Company’s on-going efforts to provide better service to our customers and set higher standards for performance. This policy is based on principles of transparency and fairness in the treatment of customers.
The objective of this policy is to establish a system where IronRock compensates the customer for any financial loss they might have incurred due to deficiency in service on the part of IronRock or any act of omission or commission directly attributable to IronRock. This policy document covers the following:
1. Erroneous/Unauthorised transactions on policies
2. Erroneous/Unauthorised charges on credit/debit cards
3. Lost Cheque/Instrument of payment
4. Repayment of policy premium in the case of policies cancelled due to misrepresentation
5. Mis-selling of third-party products
6. Bank transfers made to the incorrect customer account
7. Timeline for payment of refund and interest on delayed payments
The commitments under this policy are without prejudice to any right IronRock will have in defending its position before any forum duly constituted to adjudicate insurer-customer disputes. The refund amount would be approved by the General Manager of the Company.
- Erroneous/Unauthorised transaction on policies: If IronRock has applied an erroneous/unauthorised transaction on a policy, upon being informed of the erroneous/unauthorised transaction by the customer or an internal member of staff, the entry will be reversed, after due verification. Where the customer has paid premiums to cover the cost of the unauthorized/erroneous debit IronRock will compensate the customer by returning the funds paid that relate to the erroneous/unauthorised transaction.
Erroneous/unauthorised transactions reported by customers in respect of credit card operations, which require reference to a merchant establishment, will be handled as per rules laid down by card association. Currently the chargeback investigation on account of chargeback disputes range between 45 to 91 days.
In case verification of the entry reported to be erroneous/unauthorised by the customer does not involve a third party, the Bank will endeavour to complete the process of verification within a maximum period 7 working days from the date of reporting of erroneous/unauthorised transaction.
In case the verification involves a third party, IronRock shall complete the verification process within a maximum period of one month from the date of reporting of erroneous/unauthorised transaction by the customer.
These provisions do not apply to recovery of legitimate premium charges, which are as per terms and conditions accepted by the customer.
- Erroneous/Unauthorised charges on credit/debit cards: If a customer reports that one of IronRock’s employees has processed a charge on a customer’s credit/debit account without their implicit or explicit authorisation, IronRock will investigate, and upon verifying the report return the debited funds to the customer. IronRock shall complete the verification process within a maximum period off 7 working days from the date of the reporting of the erroneous/unauthorised debit.
- Lost Cheque/Cash of payment: If a customer has paid with cheque but the same has been misplaced, IronRock is to immediately notify the customer so that they may advise their bank and possibly put through a stop payment instruction on the cheque number. No financial refund is to be paid to the customer, and the customer is still expected pay the premium in full.
If a customer has paid with cash but the same has been misplaced, IronRock is not to notify the Company and instead investigate the matter internally. Once cash has been received for a premium, counted and the value of the cash in hand payment agreed, the client has satisfactorily paid the agreed premium. If an employee believes an error was made in counting the cash at the time of receipt, IronRock is responsible and is liable to write off the difference between the cash received and the agreed amount received at the time of receipt of the cash. In the case where an entire payment has gone missing, IronRock is to conduct a detailed investigation in order to identify the facts of the situation and identify any employees involved. Details from this investigation may be used to justify the Company’s decision on how to handle the matter.
- Repayment of policy premium in the case of policies cancelled due to misrepresentation: IronRock reserves the right to determine if it will repay premiums on policies that have been cancelled from inception due to misrepresentation. Relevant statutory law and case law is to be consulted in determining the Company’s liability to return premium given the specifics of the misrepresentation. In cases where the Company is not legally liable to return the client’s premium, IronRock employees may, on a case-by-case basis, seek approval to return the premium regardless, in order to maintain the Company’s customer service reputation.
- Mis-selling of third part products: In the event of IronRock receiving of any complaint from a customer regarding mis-selling of the third-party products by the Company, IronRock shall take appropriate steps to investigate and to handle the complaint. If lapses by IronRock employees are established and liability agreed, IronRock will compensate the customer suitably, based on the facts and circumstances of the case.
- Bank transfers made to the incorrect customer account: In the event of IronRock sending a bank transfer to the incorrect customer account, it must first be established if the error was in the details provided by the customer, the internal processing by the sending/receiving banks, or the instruction prepared by an IronRock employee. For this reason, customer banking details are to always be received in writing either by email or by a signed letter or traceable communication medium. If it is determined that the customer provided the correct banking details, but IronRock or the sending/receiving bank have made an error, the issue is to be escalated to the Finance Director for investigation and correction. If it is discovered that IronRock is directly responsible for the error, the customer is to be sent the funds to their correct account within 14 working days of the conclusion of the investigation by the Finance Director. This is to be done regardless of whether IronRock has recovered or will recover the funds that were initially mis-transferred.
Timeline for payment of refund
In the case where IronRock has agreed to compensate a customer under the terms agreed in the Customer Refund Policy, and agreed an amount with the customer, IronRock is to pay those funds within 14 days. Where payment has not been made in that stipulated period, IronRock will pay interest on the refund amount equal to the Government of Jamaica 3-month T-Bill rate closest to the date the refund amount was agreed.