East Coast Care Privacy Statement

 

East Coast Care (ECC) Privacy Policy

At East Coast Care, we are committed to quality, trust, integrity and strong relationship building with our clients. This includes protecting your privacy at all times.  As we work with you to identify personal and business insurance needs, and recommend suitable products and services, certain personal information will be collected, used, and disclosed, to ensure that you are provided with the best possible recommendations.

Your information may be shared with our employees or service providers in jurisdictions other than where it was collected. If you are a resident of Quebec, this includes transferring or disclosing your personal information to employees or service providers outside of that province.

To ensure that your information is protected, we employ 10 privacy protection principles. In addition to this privacy statement, we have an online privacy statement on our parent company (Medavie Inc.) website that describes our practices for protecting your personal information when you use our website and mobile applications and a Medavie Blue Cross Mobile App Privacy Policy that applies to your use of our Mobile App. Combined, these documents describe our commitment to protecting your personal information.

Our Privacy Policy may be updated from time to time, but you will always find the most current version here. Our policy was last updated in December 2023.

Your continuing relationship with us shall be deemed as acceptance of and agreement to these documents and any related modifications.

1. Accountability

We are responsible for the personal information under our controls.  Accountability for on-going compliance has been assigned to designated individuals within our organization.  For additional information please click here.

2. Identifying purposes

The information we collect, use, and disclose will depend on the insurance products that you apply, and are approved for and ultimately purchase, the services that may provide, the payment method you choose, and the methods used to communicate with us.

Find out more about how your information may be used

Depending on the type of services we are providing and your relationship with us, your information may be used for the following purposes:

  • Confirming the identity, and the accuracy of information provided;
  • Understanding your needs in order to recommend the most appropriate products for you;
  • Determine prices, fees and premiums;
  • Settling or arranging for the settlement of insurance claims;
  • Complying with legal requirements, such as provincial and federal tax reporting, anti-money laundering, etc.
  • Protecting you and us from errors, misrepresentations, fraud, and/or contravention of laws or criminal activity
  • Understanding you and how you like to do business with us.
  • Determining if there are other products or services you might be interested in, if you are eligible for those products or services, and sending you details about them. If you do not wish to receive such recommendations, you can opt out of this service at any time by contacting us.

3. Consent

We need your permission to collect, use, and disclose personal information, with some exceptions. The exceptions are determined by law and can include times where legal, medical, or security reasons make it impossible or impractical to seek consent. Consent may be in writing, verbally, electronically, or through authorized representatives. In certain circumstances, it’s also implied.

Your consent may be given in writing, verbally, electronically, or through authorized representative.

You may withdraw your consent at any time. However, if you do so, we may not be able to continue to provide you with recommendations or services. If you want to withdraw your consent, please contact our Chief Privacy Officer, click here.

4. Limiting Collection

We collect personal information from you when you inquire about insurance policies, request a quote, apply for insurance, make a payment, or open a claim under your policy. This information includes personal information such:

  • Your name, address, telephone number(s), marital status, email address, birth date, or other identifying information;
  • For certain products, we might collect financial information, such as your place of employment, annual income, and social insurance number (SIN);
  • Medical history might be required to determine eligibility for specific insurance products;
  • Personal information we need to manage our business relationship with you.

Learn more about where we might collect your personal information from

We collect personal information from:

  • Completed applications and claim forms;
  • Your interactions with us (emails or phone calls, chats, or other communications between us).
  • Other sources that might include:
    • Your employer or authorized representative;
    • Third parties you allow to share information with us or third- party accounts you allow us to access;
    • Partner insurance companies to facilitate the payment of claims;
  • If your information is collected over the phone, the call might be recorded or monitored to:
    • Establish a record of the information you provide
    • Take or verify instructions from you
    • Confirm your identity
    • Maintain quality service levels
    • Help with staff training

If you don’t want your calls recorded, you can communicate with us in writing instead. You can also request that we respond to you in writing only.

5. Limiting use, disclosure and retention

We only use and disclose personal information for the purpose for which it was collected or when it is required or permitted by law.  We only retain information as long it is needed to fulfill the purpose, or as otherwise permitted or required by law. Personal information that is no longer required is deleted or anonymized.

Learn more about who you information might be disclosed

Depending on the nature of your relationship with us we disclose your personal information to:

  • Authorized employees, agents, and representatives who require this information to service your needs need the information to complete their duties for us
  • Any person or organization you give consent to
  • Partners Service providers who need this information to perform their services for us. Examples of the services include: data processing, programming, data storage, printing and distribution services.
  • People, organizations, and investigative bodies who work to prevent, detect, or investigate suspected fraud, breaches of agreement, or contravention of law.

In some cases, we provide your personal information to authorized employees, people, organizations, and service providers in other provinces or jurisdictions than where it was collected. These parties are subject to the laws of those provinces or jurisdictions. If you are a resident of Quebec, this includes transferring or disclosing your personal information to employees or service providers outside of that province.

When we share personal information with our service providers, we ensure by contractual means that they protect it in ways that are consistent with our privacy policies and practices.

We do not sell your personal information.

Learn more about how we use service providers

We use service providers for various services, including printing, mail distribution, information technology (IT), data storage, administration, and investigations.,

Learn More about how long we retain your information

We only keep your information for one of the following time periods, which ever is longer:

  • As long as we need to for managing the products and services we provide you,
  • As long as we are required by law and guidelines set for the financial services industry

The types of products and services we offer require may us to keep your information for extended periods of time. When personal information isn’t needed anymore, it is destroyed, erased, or made anonymous.

6. Accuracy

Any personal information that we collect, use, or disclose should be as correct, complete, and up to date as possible for the reasons it is used. If your contact information changes, please contact us right away.

We make all reasonable efforts to make sure that the personal information we collect and keep in your file is as correct, complete, and up to date as it needs to be for the identified purposes.

We will rely on you to give us accurate information and to let us know about any changes.

7. Safeguards

East Coast Care is committed to protecting your personal information from unauthorized access and use. We use physical, organizational, and technological safeguards that are appropriate for sensitivity of the information.

Personal information is protected:

  • Physically, by building security measures
  • Organizationally, by our policies, practices, and access levels
  • Technologically, by using passwords, encryption, firewalls, anti-virus, and anonymizing software.

All employees and contract employees receive privacy training every year and commit to following our privacy protection practices as a condition of employment.

We have a robust information security program. Our privacy and information security staff work together to help ensure your personal information is protected using appropriate safeguards.

8. Openness

We make information about our privacy policies and how we manage your personal information available to you using clear and concise language.

9. Your Rights

Right of access

You may submit a written request at any time to East Coast Care’s Chief Privacy Officer to obtain a copy of your personal information we hold about you. We will also inform you, upon written request, of any of the following information:

  • The existence and nature of any personal information we hold about you, the purposes for which we collected it, how we collected it, or the sources of the personal information;
  • The names of the individuals or categories of third parties with whom it is necessary for us to communicate your personal information;
  • The categories of East Coast Care employees who have access to the information; and
  • The length of time your personal information will be kept.

Any personal information you request will be provided in writing, with certain exceptions allowed by law. Please understand that, depending on specific circumstances, we might not be able to provide all of the information you request. There may also be a fee for such information; you will be notified after your request is evaluated.

Right of correction

East Coast Care strives to ensure that any personal information we collect, use or disclose is as accurate and up-to-date as possible in order to meet the needs for which it is used. You may contact us if your information needs to be updated, allowing us to best meet your needs in the future.

If we inform you about the existence of or provide you with a copy of your personal information and you believe that it is inaccurate, incomplete or ambiguous you can request that we correct the information. If you believe that the collection, disclosure or retention of your personal information is not authorized by law, you may ask us to rectify the matter.

We will require that you prove your identity before we process your request for access to, or correction of your personal information. A request will also be considered if it is made by a person acting as the representative, heir or successor of the person concerned, liquidator of the estate, beneficiary of life insurance or death benefit, or holder of parental authority. In all cases, this person will have to establish their capacity and identity. Such requests must be made in writing.

We will respond to your access or correction request within 30 days of the date of receipt.

Please contact East Coast Care’s Chief Privacy Officer at the mailing address or email address provided below to make an access or correction request.

Upon written request to the Chief Privacy Officer, we will inform you of the personal information that we have in our possession, how we use it, and to whom it might be disclosed. We will also provide you with a copy of this information, with certain exceptions allowed by law. Depending on the circumstances, we can’t always give you access to all the information. There might be a charge for the personal information you request. If this happens, we will let you know.

Please contact the Privacy Officer at the address below for more information.

10. Inquiries or concerns

Contact us if you have any questions or concerns about our privacy policies and practices.

Upon written request, East Coast Care will provide you with reasonable access to your personal information as required or permitted by law. You can also review the accuracy and completeness of your information and you may request that it be amended or deleted, if appropriate or permitted by law.

Send a written request to the Privacy Officer at the address listed below if you:

  • Have any questions or concerns
  • Want more information about who has access to your information
  • Want to know more about our privacy policies and practices
  • Want to review your personal information in our files
  • Want to request that your personal information be amended or deleted

If you have a privacy-related complaint, please contact us using the information provided below. We respond to privacy-related complaints in accordance with our complaint resolution process. The Privacy Office will work with our complaint handling teams to help ensure your privacy concerns are appropriately addressed. Please address your matter in writing to:

Chief Privacy Officer

East Coast Care
644 Main Street
PO Box 220
Moncton, NB E1C 8L3

E-mail: [email protected]