AA Smart Care privacy notice

This privacy notice lets you know what happens to the personal data we collect, use and hold when you use our AA Smart Care service.

For information about how your personal data is handled, relating to the provision of our breakdown product, you can access the breakdown privacy notice.

If you provide us with personal information on behalf of another person, you must have their authorisation to do so, and it must be accurate and up to date. You'll need to give them a copy of this privacy notice, or tell them how to access this page. Where this privacy notice refers to 'you', this also includes personal data about anyone else named on the policy or anyone whose data you provide us with.

You can also view the AA Group privacy notice.

The links below show how we use your personal information.

The AA and our Data Protection Officer

Personal data we hold and use

Sources of personal data

Reasons for using of your personal data

Sharing and disclosures of your personal data

Withdrawing your consent

Transfers outside of the UK or EEA

Changes to your data

Monitoring communications

Retention of your data

Your data protection rights

Your right to object

Opting out of marketing

Changes to this privacy notice

The AA Limited and our Data Protection Officer

We are Prestige Fleet Servicing Limited and we are part of the AA Group. Our main address is Fanum House, Basing View, Basingstoke, Hampshire, RG21 4EA. The data controller of our AA Smart Care service is Prestige Fleet Servicing Limited. We have a Data Protection Officer (DPO), whose contact details are at the bottom of this page.

Personal data we hold and use

We use several different types of information about you. Here's what we collect and use for our Smart Care service.

Personal and contact details.

Records of your contacts (e.g. phone and video calls, emails, letters) with us and your payment details.

Details of your usage of AA Smart Care services.

Marketing information, including records of marketing communications, details of what you may be interested in, analysis and profiles we build up about you and your interests, and whether you open or read communications or links.

Vehicle information, including make, model, age, usage, MOT due date, breakdowns, repairs, and faults.

Details of breakdowns, call-outs, and claims made by you, your policy holders or policy beneficiaries. This includes whether you have valid insurance, an up-to-date MOT, up-to-date tax, or whether your vehicle is listed as being off the road or SORN.

Information about your health or if you are a vulnerable customer – for example, details of assistance required – if these are needed to provide our service to you.

Information from third parties, including vehicle details, MOT due date, details of outstanding finance, fraud prevention databases, financial service providers, property, geographic and demographic details, marketing data, publicly available information (DVSA, DVLA and third party vehicle data providers), and information to help improve the relevance of our products and services or to help us manage our products and services .

Details of your usage of our websites or apps, details of your phone and its software (for example browser and set up information), browsing history, and other details obtained via cookies or similar technologies. See our cookie policy for more details.

Third party transactions, such as where a person other than the account holder pays for or uses the service.

The next section tells you what personal data we process on behalf of data controllers, such as fleet management companies:

Vehicle information, including make, model, age, usage, breakdowns, repairs, MOT information, and faults.

Connected car insights about your vehicle (including assessing faults or issues), driving style (including recommending improvements, e.g. eco scoring and fuel consumption).

Telemetry data, such as vehicle diagnostics faults and general vehicle status, idling time, engine revolutions, battery related information (including location data at the start of your journey to enable combining the information with accurate weather data for the battery machine learning models), where available.

We may be unable to provide products or services if you don't give certain information to us. In cases where providing some personal information is optional, we'll make this clear.

Sources of personal data

The information we hold comes from:

You directly, and any information from others who are authorised to act on your behalf.

AA Group and AA branded companies, if you already have a product with them, have applied for one or have held one previously. These include Automobile Association Insurance Services Limited, Automobile Association Developments Limited, Automobile Association Financial Services Limited and AA Underwriting Insurance Company Limited.

Information generated about you when you use our products and services.

Intermediaries (such as a comparison site) whom we work with to provide products or services or quote to you.

Business partners (for example financial services providers, garage agents), or others needed to provide our services to you.

From sources such as DVSA, DVLA, Motor Insurers’ Bureau, publicly available directories and information (e.g. telephone directory, social media, internet, news articles), debt recovery and/or tracing agents, other organisations to assist in prevention and detection of crime, police and law enforcement agencies.

Reasons for using of your personal data

The reasons why and how we use your information are given below. We've arranged them according to the lawful basis that allows us to use the data.

1. To provide you with our products or services or decide whether to do so

a. Assessing the price, the availability of payment methods and the terms.

b. Communicating with you and holding records about our dealings and interactions with you.

c. To manage the operation of our business and business partners that help provide your service.

d. For analysing and profiling aspects of your vehicle or driving (including assessing and predicting faults or issues), driving style (including recommending improvements and assessing risk associated with your driving style), where permitted the location and routes taken, as part of providing, quoting for, and managing your policy (if, for example, you are a Vixa app customer).

e. Updating your records, tracing your whereabouts, and recovering debt.

f. To enable other AA group and branded companies to provide you with your products and services, quote for products and services, or manage products and services you hold.

g. To share information as needed with business partners as required for managing our service and financial service providers or as part of providing, administering or developing our products and services or our business.

2. For our legitimate interests

a. To develop our roadside, insurance and any other products or services.

b. To continually develop, improve and manage our risk assessment and pricing models (which may include the use of machine learning models).

c. To provide personalised content, products and services to you, such as tailoring our products and services, our digital customer experience and offerings, and deciding which offers or promotions to show you on our digital channels.

d. To link together your AA products and services including to enable you to view these in a single account or profile, linking together your accounts on our systems and using this combined view for the purposes listed in this section.

e. To test and improve the performance of our products, services, processes and systems.

f. To improve the operation of our business and that of our business partners, for example by improving customer service and operational performance and efficiency.

g. To develop new products and services, and to review and improve current products and services.

h. For managing and auditing our business operations – including accounting.

i. To monitor and keep records of our communications with you and our staff.

j. For marketing analysis, related profiling and automated decision making to help us to offer you relevant products and services, including deciding whether or not to offer you certain products and services.

k. To understand our customers, and your use of our products and your preferences, and to develop profiles, algorithms and statistical models for these purposes.

l. To send marketing offers by SMS, email, phone, post, social media and digital channels (for example using Facebook Custom Audiences and Google Custom Match). Offers may relate to any of our products and services.

m. To provide insight and analysis of our customers, both for ourselves and business partners based on your policy and products, your use of it, your other policies and the use of your policy by others.

n. For market research, profiling, and analysis and developing statistics, to support any of the purposes listed in this notice.

o. To facilitate the sale of one or more parts of our business.

p. To share information with business partners as necessary for purposes listed.

q. To share information with other AA group and AA branded companies to enable them to perform any of the above purposes.

3. To comply with our legal obligations

a. Such as financial services regulations and other regulatory obligations, including Financial Conduct Authority, Prudential Conduct Authority and Financial Ombudsman Service rules, regulations and guidance.

4. With your consent or explicit consent

a. For direct marketing communications which are not based on our legitimate interests.

b. For processing special categories of personal data if another legal basis does not apply, such as about your health; if you're a vulnerable customer; or criminal records information.

5. For public interest

a. Using special categories of personal data if this is needed to quote for or administer a policy, including assessing the risk of providing you with the roadside policy or product, such as about your health; or criminal records information (including alleged offences), if another legal basis does not apply.

Sharing and disclosures of your personal data

The categories of third parties we use are listed below. We will use these third parties for all the reasons we have described in this notice and they may process the types of personal information we also hold or use.

With AA Group and AA branded companies, including but not limited to Automobile Association Developments Limited (including AA Breakdown Services and AA/BSM Driving School), Automobile Association Insurance Services Limited, AA Underwriting Insurance Company Limited and AA Financial Services Limited.

With service providers who are a part of providing products and services to you or help us to operate our business.

Police and law enforcement agencies if we are required or need to support a criminal investigation.

Governmental and regulatory bodies such as, DVSA, DVLA, the Financial Conduct Authority, the Prudential Regulation Authority, the Financial Ombudsman’s Service, and the Information Commissioner’s Office.

Organisations and businesses who provide services to us under our authority such as service providers, debt recovery agencies, IT companies, and suppliers of business support services.

If you apply for credit, financial service providers.

Market research organisations who help us to develop and improve our products and services.

Withdrawing your consent

If we rely on your consent, you can withdraw it at any time. Please use the contact details below.

Transfers outside of the UK or EEA

Your personal information may be transferred outside the UK or the European Economic Area, for example to service providers. If we do so, we'll make sure that safeguards are in place where required, for example contractual agreements or other legal arrangements unless certain exceptions apply.

Changes to your data

You should tell us about any changes to your personal data so we can update our records. The contact details for this purpose are in your policy documents. We'll then update your records if we can.

Monitoring communications

We may monitor communications with you where permitted by law. We do this for quality control and staff training purposes, to comply with regulatory rules, to prevent or detect crime, to protect the security of our communications and data, and to enforce compliance with our internal polices.

Retention of your data

Unless we explain otherwise to you, we'll hold your personal information on the following criteria:

For as long as we provide products or services to you, and then for as long as someone could bring a claim against us.

To comply with legal and regulatory requirements or guidance.
For as long as we have reasonable business needs.

Your data protection rights

Here is a list of the rights that individuals have under UK data protection laws. The rights don't apply in all circumstances, so your request may not always be granted, and we'll explain why at the time.

The right to be informed about the processing of your personal information.

The right to have your personal information corrected if it's inaccurate, and to have incomplete personal information completed.

The right to object to processing of your personal information.

The right to restrict processing of your personal information.

The right to have your personal information erased.

The right to request access to your personal information and how we process it.

The right to move, copy or transfer your personal information.

Rights in relation to automated decision making which has a legal effect, or otherwise significantly affects you.

You have the right to complain to the Information Commissioner's Office, which enforces data protection laws. Our DPO can provide you with more details on the above rights.

Your right to object

You have the right to object to certain purposes for processing your personal information, in particular direct marketing and for certain reasons based on our legitimate interests. You can contact our DPO to exercise your right.

Opting out of marketing

You can stop our marketing at any time by contacting us or by following the instructions in the communication. You can also email [email protected].

Changes to this privacy notice

We may update this privacy notice to reflect changes in the law and our privacy practices. Accordingly, please check this page from time to time.

Contact us or our Data Protection Officer

You can use the contact details in your policy book or the contact us section of our website. Or please write to the Data Protection Officer at:

AA Limited, Fanum House, Basing View, Basingstoke, Hampshire RG21 4EA

[email protected]