Privacy

Leading the way in global assistance
Eurocross Assistance Netherlands B.V. (Eurocross) is part of Achmea and has been leading the way in global assistance since 1982. Millions of people can count on assistance from Eurocross, anywhere in the world. Medical and travel assistance, as well as closer to home, such as for damages caused by fire, storm, or water. Eurocross also offers security with Eurocross Personal Alarms, allowing older people or people with a physical disability to live independently for longer.

This privacy policy governs the way in which Eurocross Assistance collects, uses, maintains and publishes data from its customers. This privacy policy applies to the website and all products and services offered by Eurocross Assistance.

Achmea B.V. is responsible
Eurocross Assistance is an Achmea brand. Achmea B.V. is responsible for the proper processing of your personal data for all Achmea brands.

Your data in reliable hands
Are you requesting assistance from Eurocross Assistance? Then we need certain information. It is important to us that you know what we do with your personal data and what rights you have. We want you to be confident that your data is in good hands with us.

What personal data do we process?

Clients
We process the following client data:

  • Name, address, place of residence and other similar data required for communication
  • Email address
  • Family composition and the names of the partner and any children
  • Date of birth, also for partner and any children.
  • Gender
  • Nationality
  • Internal numbers used by Achmea to identify you, such as the client or policy number and other insurance information
  • Health data
  • Data on the incident for which assistance is requested:
    • reason of the request for assistance
    • nature or extent of the damage
    • location, date or time of the incident
    • client’s current location and duration of stay
    • other data required for providing assistance
  • Number plate
  • The lease company, if it concerns a lease car.

The client’s relations
With relations we mean family members, but also assistance providers. We process the following data of relations:

  • Name, address, place of residence and other similar data required for communication.
  • Internal numbers used by Achmea to identify you, such as client number, policy number and other insurance information.
  • Data on the assistance provider, such as information from the BIG register.
  • Data on the incident for which assistance is requested.

What do we use your data for?
We process personal data. We do so for multiple reasons:

  • To support Eurocross employees in their activities to provide adequate and efficient services
  • For carrying out assistance according to insurance terms and conditions This concerns Eurocross’ customers’ insurance terms and conditions.
  • For the registration and management of data resulting from the execution of the assistance
  • To be able to process cases correctly financially.

 Who will receive the data?
People who will receive your data may include:

  • Eurocross customers, such as insurance and lease companies
  • Subsidiaries
  • Parts of Achmea B.V.
  • Departments within Achmea B.V., such as the board of directors, Legal, Risk & Compliance, Business Control, Internal Audit and Contract Managers
  • Assistance providers deployed directly or indirectly by Eurocross, such as roadside assistance.

Is the recipient outside the EU?
Eurocross operates worldwide. The location where a client or one of their travel companions falls ill or requires assistance is not known in advance. This is why we cannot have contracts—e.g. processing contracts or confidentiality agreements—with parties who offer assistance on location. As a result, we cannot always establish whether the protection of personal data is sufficiently guaranteed with these parties. In such cases, data will only be exchanged if the conditions set out in Article 49 of the GDPR are met.

The GDPR states that the exchange of personal data is permitted if:

  • It is necessary to execute a contractual obligation
  • It is in the interest of the person involved
  • It is done at the request of and with permission from the person involved.

Why are we permitted to use personal data?
The data we use and the reasons for which we use it depends on the applicable situation. We are permitted to use the personal data if at least one of the following situations, as laid down by law, applies:

  • We have permission to use the data. In that case, we have explicitly asked you for permission.
  • The use of the data is necessary for the execution of an agreement. This may be an agreement between you and us or between you and an insurance company.
  • The use of the data is necessary to protect vital interests. For example, if you have had an accident abroad and you are unable to speak to us yourself.
  • The use of the data is necessary for the representation of our or a third party’s interests (unless your interests are more important). These must be justified interests, such as:
      • Administrative reasons
      • IT goals
      • Marketing
      • Fraud prevention
      • Management information
      • Product and service development

What moments of contact do we record?
We record what we have agreed with you. We use our moments of contact to improve our communication. Examples of moments of contact we record are:

  • Letters and emails we send and receive from you
  • Phone calls

How do we ensure your data is safe with us?
Our websites, apps and IT systems are well-protected. We continually take extra measures to prevent the misuse of your data. Our employees have received clear instruction on how to handle your data.

We are extra careful with sensitive data
Sensitive data includes your Social Security number, bank details and medical details, among others.

Our medical consultants are responsible for correctly processing your medical data. These medical consultants are BIG-registered doctors or nurses. Employees only have access to your medical data if they have permission from a medical consultant. Both the medical consultants and the employees have a confidentiality obligation.

 

How long do we store your data?
We store your data for as long as we need it. This means that most data is stored for 7 years or as long as required by law.

We also use cookies
Eurocross Assistance uses cookies that are of little influence to your privacy. These cookies are called analytical cookies. We use them to collect statistics about the use of our website to improve it and make it more user-friendly. We also use these cookies to save data such as:

  • Technical characteristics, such as which browser you use
  • What device you are using
  • From which website you linked to ours
  • When you visited and how long you spent on our website
  • Which pages you visited on our website

This data cannot be traced back to a person.

We always place these cookies. We do not ask for your permission for this.

Cookie-overview
See the overview of cookies we use and the parties involved.

Cookie supplier Type of cookie Reason(s) for cookie Stored personal data Period of validity of cookie
Matomo (Piwik) Analytical Insight into the use of the website None 13 months


Privacy laws and
regulations.
We comply with privacy laws and regulations.

  • The General Data Protection Regulation
  • The Implementation Act of the General Data Protection Regulation
  • The Telecommunications Act

Your rights
Your rights are regulated by law. You have the right to:

  • Request your data from us
  • Have your data changed if it is incorrect
  • Have your data deleted (however, we are often unable to delete your data because we still need it or to comply with the Supervising Authority’s mandatory retention period)
  • Object to certain uses of your data

Do you want to use the above-mentioned rights?
You can submit a request by letter. Please enclose a copy of your passport or ID card. Note: make sure your Social Security number and passport photo have been blacked out before sending it. We will respond within one month of receiving your letter.

Compliance & Operational Risk Management Eurocross Assistance
P.O. box 175
2300 AD Leiden

If you have any questions, tips or complaints concerning privacy,
please send an email to Achmea’s Data Protection Officer via privacymanager@achmea.nl or send a letter to:

Achmea B.V.
Privacy manager
Compliance & Operational Risk Management
P.O. box 866
3700 AW Zeist

You also have the right to file a complaint with the GDPR authority.

We may change this Privacy Policy at any time,
for example if anything changes in the laws or regulations or if we develop new products or services. The most up-to-date version is always published on our website. This version is dated 19 June 2018.