Find out about our policy on privacy and data protection
Here at Aegon, we’re committed to protecting and respecting your privacy. Looking after the personal information that we collect on our planholders and their dependants/beneficiaries, investors, scheme members, trustees and so on is our top priority and we want you to be confident that your information is in safe hands. So, we’ve developed this Privacy Statement to let you know:
If you have any questions about this notice or data protection, please contact our Data Protection Officer.
Post: Data Protection Officer, Aegon, Edinburgh Park, Lochside Crescent, Edinburgh, EH12 9SE
You or someone representing you, for example, your intermediary or your employer, may give us information about you by completing forms (paper versions or through our website, including our online services or social media platforms) or by contacting us by phone, email or otherwise. This includes information you provide when you:
Depending on the circumstances, the personal information we gather about you may include:
You can find additional information on the more common ways we collect personal information and why below:
Personal information is collected through our application and enrolment process (for example through our paper application forms and online) to enable us to verify your identity, allow a plan to be set up or to assess any claims that are made. We’ll also use your personal information to provide ongoing administration of your plan, for example to collect and apply contributions to your plan, issue yearly statements and so on. We need this information to carry out our obligations and to provide you with the products and services under the terms of your contract with us. Without this we wouldn’t be able to provide you with a plan.
We’ll ask you for some personal details to identify you when you call us and to allow us to confirm that you’re the owner or representative of the plan.
We’ll hold details of the call for audit and administration purposes and to enable us to facilitate the contract. The recording of the call will be kept for seven years and in line with our retention policy, so that we can meet our legal obligations when resolving complaints or legal disputes.
Information obtained automatically through your use of the website and our tools (including cookies).
Where selected, our website will collect and use information such as:
If you’ve given us your consent, we may use the information we’ve collected about you to send you marketing offers and news about our products and services using various channels such as mail, phone, email and SMS.
We’ll ask for your consent when you apply for a plan with us through our application form or when you register online. You can remove your consent at any time by writing to or sending an email to our Data Protection Officer, or updating your preferences on your online account.
We won’t sell your personal information to other organisations outside of the Aegon Group for a marketing purpose.
If you enter any competitions or surveys, we’ll capture some personal information about you. By supplying these details you’re giving us your consent to contact you to let you know if you’re the winner. Your information won’t be used for any other purpose and will be deleted once the winner has been announced, unless you’ve consented to receiving any marketing material from us.
We may collect and use information about you which has been made publically available as part of our claims investigation and decision making process.
We may use your information for statistical or research purposes or for testing our systems. If we do this your personal information will be anonymous so that you can’t be identified.
Our data security policies mean that we hold all personal information securely and limit access to those who need to see it. We apply extra security to sensitive personal information, such as medical details, which are necessary to administer particular products, such as our Protection products.
We work with carefully selected service providers that carry out certain functions on our behalf. These include companies that help us with:
We only share the appropriate level of personal information necessary to enable our suppliers to carry out their services and we require them to keep the information safe and protected at all times. Our suppliers must only act on our instructions and can’t use your personal information for their own purposes.
It’s sometimes necessary to disclose your personal information or to add to it from other sources. These other sources may include past and present employers, the trustees or administrators of a trust or scheme, your intermediary or someone officially acting on your behalf (so long as the appropriate authority is in place), as well as those described below.
For example, if you’re an employee in a group personal pension or group stakeholder pension scheme, and your employer would like to change the intermediary looking after the scheme, we need to share information with the new intermediary. We’ll only do this if we receive written authorisation from your employer. If you have investments in a broker fund we’d let that broker know your contact details so they can send you statements.
We may disclose your information to licensed credit reference and/or fraud prevention agencies to help make financial or insurance proposals and claims decisions (this will be during the application or enrolment process and on an ongoing basis), for you and anyone you’re linked with financially or other members of your household. Our enquiries or searches may be recorded and credit reference agencies may supply us with financial information. We may also use these agencies to complete checks that are designed to verify your identity or bank details.
To protect insurers like ourselves and, ultimately, customers and customers’ payments against fraudulent claims and crimes such as money laundering, we and other insurers use information exchange registers to share information. When we’re dealing with applications we may search these registers. If a claim is made under your plan, information about you (including details provided on the application and claim form) will be put on the registers so that other insurers can see them if necessary.
If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
Please contact the Data Protection Officer if you’d like to receive details of the fraud prevention agencies used by Aegon UK.
We and other organisations may access and use the information recorded by fraud prevention agencies from other countries.
Sharing of special categories of personal information, for example medical information.
If we request medical information from you or a medical practitioner who has cared for you or from other insurers, this will be sufficiently protected. We may ask for information from other insurers or medical practitioners to check, clarify or expand answers you’ve given us for example, on a claim or application.
So that we can administer your plan, we may need to give your information to others who are, in turn, providing us with information about you, such as reinsurers, medical practitioners, private investigators and healthcare management companies, and access to this type of information is restricted.
With your consent, we would also share your information with the Financial or Pensions Ombudsmans or other appropriate persons if the need arises.
Personal information processed outside of the European Economic Area (EEA).
The personal information that we collect may be transferred to, and stored at a destination outside the European Economic Area (EEA), in connection with the above purposes.
This could be to other companies within the Aegon Group or to service providers working on our behalf. Where any such processing takes place, appropriate controls, such as the adoption of agreements containing the appropriate standard clauses, are in place to ensure that your information is protected to the same standard as if it were in the UK.
In most circumstances, we’ll keep your personal information for the lifetime of your plan or product and up to seven years after your relationship with us ends, for example, if you move your plan to another provider or you settle your benefits. This is to ensure that we comply with our retention obligations, as set out by the Financial Conduct Authority (FCA) and other regulatory and legislative requirements.
In very limited circumstances, we’re required to keep some specific information for longer, for example, pension transfer information, but we regularly review our retention obligations to ensure we don’t keep personal information longer that we’re legally obliged to.
You have a number of rights under the Data Protection laws, including:
To exercise any of these rights, please contact our Data Protection Officer.
If you believe we haven’t processed your personal information in accordance with our Data Protection obligations, and that you’ve been affected by our non-compliance, you can make a complaint to us by contacting our Data Protection Officer. You also have the right to ask us to escalate your complaint to our Group Data Protection Officer if you don’t think it’s been handled appropriately.
If you’re not satisfied with our response, you can raise a complaint with the Information Commissioner’s Office, the UK’s independent authority set up to enforce the Data Protection Regulations.
Where you apply for one of our protection products, for example critical illness, we’ll use an automated decision-making tool during the underwriting process. We’ve built rules into our underwriting engine which will either generate an automated decision or refer to one of our underwriters. We can manually review decisions if requested.
We’re committed to ensuring your information is protected and held securely. However, the internet isn’t a secure medium and we can’t accept responsibility for the security of an email during transmission or for non-delivery of that email.
There are a few simple steps you can take to protect your computer and internet connection.
We’ve put security policies, rules and technical measures in place to protect the personal data that we have under our control from:
All our employees and service providers who have access to personal information, are obliged to protect it and keep it confidential.
This website may contain links to other websites. If you use the links to leave this website and visit a website operated by a third party, then we don’t have any control over that website. So we can’t be held responsible for the protection and privacy of any information that you provide while visiting such websites.
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Cookies can be categorised by the role they fulfil on our websites.
Strictly necessary cookies are essential in order to enable you to move around our websites and use features such as secure services. Without these cookies, such services can't be provided.
Performance cookies collect information about how visitors use our websites, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies don’t collect information that identifies a visitor. All information these cookies collect is aggregated and therefore anonymous. It is only used to improve our websites.
Functionality cookies allow the website to remember choices you make (such as your user type) and provide enhanced, more personal features. They may also be used to provide services you have asked for such as watching a video or commenting on a blog. The information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.
Targeting and advertising cookies are used to track the effectiveness of our advertising campaigns and to limit the number of times you see an Aegon advert. They may also be used to deliver adverts more relevant to you and your interests based on the sites you visit. We don't use retargeting and advertising cookies but we may introduce these from time to time.
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Aegon secure online services (including SmartEnrol) - registration, login and accessing secure pages
Online job applications via aegon.co.uk
Used to remember your preferences such as accessibility mode, currency and time zone which are used in the presentation of the website as you progress through the job application process.
This cookie is used to control the survey invitation we conduct to help improve the use of our website. It checks if the user has been previously invited to complete the survey for a period of 180 days. This cookie does not collect personally identifiable information.
Customer login pages to online services.
Cookie control is the tool we use to let you control whether you opt-in to certain cookies on Aegon UK websites. These cookies remember that the information pop-up has been displayed. For more information about Cookie Control, go to www.civicuk.com/cookie-law/index
This tracks what URL to take a user back to when they click the ‘Cancel’ button in certain sections (for example FAQs).
All Aegon websites
Everyone should see the warning message for cookies once. Once you have, we won’t show it to you again.
This tracks the latest T&Cs version you’ve been told about, so we can show another alert if the T&Cs are updated.
If you’re on an unsupported browser and cookies aren’t present, you’ll be shown a warning.
This is used to log you out when you refresh the page during certain journeys, for example, money in or out pages. It’s used to stop us keeping sensitive data
This stores a session identifier which is used to store data while you’re navigating the site. This session data is a combination of details entered on forms in the website and data that we already hold about the customer. We only hold the session data for the length of a single session.
This stores session data in a compressed and encoded format for use by the front-end application, so you can navigate through the site.
Used to maintain the integrity of your session while transacting information with our websites as you progress through the job application process.
This is used to remember your language preference. Without this, you may see pages in the wrong language as our site is used in a number of European countries.
Used to apply the correct theme (branding) to your experience - so UK users will see the branding that matches the UK styles and Dutch users will see the styling that matches Aegon Netherlands styling.
Used to remember the type of login being used (adviser or investor) - if you log in, but are inactive for a period of time, we'll automatically log you out for your security. The preference will direct you back to the correct login page (adviser or investor) for you to get back into the service.
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Google Analytics is used to give us information on how our websites are being used. These cookies enable Google to determine whether you are a return visitor to the site, and to track the pages that you visit during your session, but you are not identified personally. This information is essential for us so we can develop our websites to meet your needs.
Google Analytics stores IP address anonymously on its servers in the US, and neither Aegon or Google associate your IP address with any personally identifiable information. For more information about Google Analytics and how to opt out of cookies across Google services, go to www.google.com/intl/en/privacypolicy.html
Please bear in mind that there’s a second instance of Google Analytics, which is used whenever there’s a Vimeo video running on the page. This is used directly by Vimeo.
All Aegon websites, Twitter and Vimeo.
Third party cookies
On some of our webpages, we embed or link to video content on Vimeo. When you visit a page with content embedded from Vimeo, you might be presented with cookies from these websites. We don’t control the setting of Vimeo cookies but you can find out more about them on their website, along with details on how to opt out: http://vimeo.com/privacy
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Eyeblaster cookies store information about a PC user’s interaction with a specific website. This helps us understand how someone is interacting with our websites and if any improvements can be made
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On some of our webpages, we embed or link to video content on Youtube. When you visit a page with content embedded from YouTube, you might be presented with cookies from these websites. We don’t control the setting of Vi cookies but you can find out more about them on their website, along with details on how to opt out: http://vimeo.com/privacy
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Appnexus uses unique cookies to help us target our online advertising more effectively, these cookies cookies store ad delivery and reporting data, such as, for example, which ad was shown, the number of times a particular ad has been shown, and how recently an ad has been shown to a particular web browser. For more information on this cookie provider please visit https://www.appnexus.com/platform-privacy-policy
An instruction to remember a users Login type on tabs.
Aegon UK websites use Adobe Flash Player to deliver some video content and tools. To improve user experience, ‘Local Shared Objects’ (Flash cookies) are used to provide features like auto-resume and saving your preferences. These are stored on your computer/device in a similar way to cookies, however it’s not possible to manage these using your browser settings in the same way. The Adobe website provides information on how to delete or disable Flash cookies either for a specific domain like aegon.co.uk or for all websites - see http://www.adobe.com/products/flashplayer/security for details. Shared flash objects are in use on our Aegon Retirement Choices and One Retirement transactional sites - these remember whether message have been shown and which options you've chosen, to maximise the user experience.
Although we’ve carried out a comprehensive audit of our sites, it’s possible that we may have missed a cookie from our lists above. If you happen to find one that is being set on our sites but isn’t listed above, please do let us know.
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