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Green Flag Alert Me

All about your Plug-in

Some definitions

We’ve used words in bold where we need to get across a specific meaning.

Analytics Supplier
– a specialist company which collects and analyses data for us.
App
– Green Flag’s mobile application which is available from the App Store and Google Play Store.
Data
– information we collect from you including your personal details such as your name, date of birth, email address, your car’s engine management and electronic systems. Collecting this information doesn’t interfere with the operation of your car and doesn’t affect any manufacturer’s warranty that you may have on the car. See ‘How the service works’ section below.
Onboard diagnostics (OBD) port
– a socket in your car, which is used by garages to identify faults with your car.
Plug-in
– the small box that you plug into the OBD port of your car that collects and transmits data to us. The Plug-in is only compatible with cars manufactured after 2002.
Supplier(s)
our technology or analytics suppliers.
Technology Supplier(s)
– companies that work with us to provide your Plug-in. They collect and transmit data to us and, with our analytics supplier, may analyse that data for us.
UK
– Great Britain, Northern Ireland, the Isle of Man and for residents of the Channel Islands only, the Channel Islands. The Plug-in will not work outside these places.
U K Insurance Limited
– the company that underwrites your Green Flag breakdown cover
We, Us, Our
U K Insurance Limited or anyone working for us.
You, Your
our customer or prospective customer.
Your car
– the car in which the Green Flag Alert Me Plug-in is used and which is named on your Green Flag breakdown policy.

How the service works

Battery health

The Plug-in monitors the health of the battery in your car. It doesn't draw power from your car when parked. It measures the voltage in your battery when the car is started for the first time each day and for a short time afterwards. If the battery voltage doesn’t replenish to minimum levels we’ll send you a message (by SMS or our smartphone app if you have installed it) and suggest you get your battery physically tested.

Engine management system faults

Using your car’s in built diagnostic systems and manufacturer information, the Plug-in will recognise faults within your car’s engine management system, for example:

  • a catalytic converter starting to become blocked which, if not fixed, can lead to replacement
  • failure of the ignition system which could lead to further damage
  • fuel injection system failure which could prevent your car from starting

Depending on the severity of the fault, we’ll let you know what to do next by SMS or our smart phone app, if you have installed it. For example, if the fault isn’t going to damage your car or affect its performance, we may suggest you take it to your local repairer. Or, if it is likely to damage your car or affect its performance, we will suggest you stop when it is safe to do so and call Green Flag on 0800 032 7516 or use the ‘Rescue me’ function if you have downloaded our smartphone app.

Remember

In line with good driving practice, you shouldn’t read messages on your mobile phone whilst driving.

Important

The service will only provide information on battery health and faults the Plug-in detects from your car manufacturer’s engine management system. It relies entirely on information from your car. It won’t prevent a breakdown happening and won’t detect mechanical faults with any other part of your car, for example:

  • wear and tear of your brake pads.
  • wear and tear of your clutch
  • wear and tear of your tyres

As the service is entirely reliant on information provided by your car manufacturer’s engine management system, we can’t accept any liability that may arise as a result of the information provided by your car. We don’t exclude or restrict any liability arising for death or personal injury resulting from our negligence.

Smartphone app

Installing our smartphone app gives you the option to contact us directly if you have a breakdown. You will be able to send us your location and arrange help directly via the app.

What data is captured by the Plug-in?

Once the Plug-in has been activated, it will record and analyse data about the battery voltage and diagnostic codes taken from your car’s electronic control unit, via the OBD. Please refer to the ‘How the service will work’ section for more detailed information.

If you have downloaded our smartphone app and subsequently removed it, we will still collect data if you continue to use the Green Flag Alert Me service.

We and our suppliers will collect, process and store this information securely, ensuring that it is protected in line with industry best practice and our legal and regulatory requirements.

The Plug-in will not capture without your permission any information about the driving behaviour of you or anyone else that may be driving your car.

The Plug-in will also capture your location details, but we won’t use it or share it with anyone and we will delete it within 24 hours.

How will we use the data collected from the Plug-in?

We’ll use the data to assess the health of the battery and as an early warning indicator of potential faults. When you give us your information, it may be shared within U K Insurance Limited, and suppliers.

We will only do this:

  • Where you’ve agreed we can;
  • If we’re legally allowed to or if we’re required by law to disclose the information, such as to our regulators or if we are issued with a court order.
  • To manage your Green Flag Alert Me service

We may share anonymous data received from the Plug-in with the general public and other third parties. If we choose to do this, we won’t release any information which identifies you.

You should read the “Your privacy” section in your Green Flag breakdown cover booklet, which contains important information relating to the details that you provide to us. Your breakdown policy booklet and this document will apply to the data that we’ll collect from you, and explain how we will use it.

We’ll collect, process and retain your data in accordance with the Data Protection Act 1998 and our policies on data retention.

How will our suppliers use the data?

Our analytics suppliers will use the data collected to research and refine techniques for analysing motor car data and to analyse the cause of car faults. They will continue to analyse the data even after we have stopped collecting it. Any information that our analytics supplier shares with third parties will be made anonymous and will not contain any of your personal information. This will prevent data or results being directly linked to you.

Our technology suppliers will only use your personal information to send you the Plug-in.

If you change your car

If you change your car, let us know straightaway by calling 0800 051 0490 so we can change your Green Flag Breakdown policy. If you want to carry on using the Green Flag Alert Me service, just fit the Plug-in into your new car. If you’re unsure where to fit the Plug-in or whether your new car is compatible, simply ask us by sending an e-mail to support@greenflag.com.

If you sell your car

Please let us know straightaway and remove the Plug-in before the new keeper takes possession, so that we can stop collecting the data.

What we expect from you

The Plug-in belongs to us. You mustn’t tamper or interfere with it or we may cancel your service.

Renewal

When your Green Flag Alert Me service is due for renewal, we may offer to renew it for you automatically at the same time as your Green Flag breakdown policy using the payment details you have already given, unless you've asked us not to. We'll let you know if we're going to do this by sending your renewal invite at least 21 days before renewal date.

If you don’t want to renew, just let us know before the renewal date.

If we can't offer renewal of your Green Flag breakdown policy, your Green Flag Alert Me service will not be able to be renewed either. If this is the case, or if we can’t offer renewal of your Green Flag Alert Me service, we'll write to you at your last known address and tell you.

Cancellation

You can cancel your Green Flag Alert me service at any time.

If you’ve just bought the Green Flag Alert Me service and you cancel within 14 days of the policy starting or of you receiving the Plug-in, whichever is later (this is the cooling off period), or, if you’ve just renewed and you cancel within 14 days of the policy starting we’ll give you a full refund.

If you cancel after that, we’ll give you a refund based on how long the service had left.

If you do want to cancel, please return the Plug-in to us in the return envelope provided. We’ll stop collecting data as soon as the Plug-in is removed.

If your Green Flag breakdown policy is cancelled either by you or us, the Green Flag Alert Me service will automatically be cancelled from the same date. If we cancel, we’ll give you back what you paid, apart from an amount for the time that the Plug-in was installed.

Access to your information

You have the right to see the information we hold about you through a Subject Access Request. If you would like a copy of your information, please write to:

The Data Protection Officer, Churchill Court, Westmoreland Road, Bromley BR1 1DP, quoting your policy reference. A fee may be payable.

Where we transfer your information

If we need to work with suppliers outside the UK, we might need to transfer your information. If we do, we’ll make sure they keep your details just as safe as we do.

To comply with the law and help prevent crime, they might also need to share your information with law enforcement agencies and the authorities.

How to make a complaint

If you’re not happy about something, please let us know. The quickest way is to call us on 0345 246 1558. We’re here from 9am to 5pm, Monday to Friday.

You can also write to us. Our postal address is:

Customer Relations
PO Box 1150
Churchill Court
Bromley BR1 9WA

We’ll do everything we can to help.

If we can’t come to an agreement, you can refer your complaint to the Financial Ombudsman Service who will be able to confirm if they can accept the complaint. You can download their complaint form and find more info at finacial-ombudsman.org.uk.

You can also telephone them on 0300 123 9 123 or 0800 023 4567.

You can write to the Ombudsman, too. Their address is:

Financial Ombudsman Service
Exchange Tower
London E14 9SR

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