AcciHelplineTM (hereinafter ‘AcciHelpline‘) is not a law firm as per the laws and regulations in force in India, and AcciHelpline does not provide solicited legal advice or representation.
AcciHelpline is not an insurance company, insurance broker, insurance intermediary or insurance agent, and does not provide insurance.
AcciHelpline website is designed to give you some information about claiming compensation for injuries and loss in road accidents and, if you wish, help you get support from with independent specialist service providers and advisors.
The content of the AcciHelpline website and social media pages does not constitute legal advice.
(Updated on May 1, 2021)AcciHelplineTM (hereinafter ‘AcciHelpline‘) aims to provide support to parties involved in road accidents across India.
For our Corporate Clients, we usually have customized solutions and the terms thereof are governed by the specific agreement thereto.
We provide majority of our services directly to our Retail Customers also, through independent channels.
We either don’t charge our retail customers anything for doing this, or charge them a nominal fees for our services.
Unless the specific service demands so, we don’t ask our retail customers to sign any document, or to enter into any contract.
When you contact your insurer associated with AcciHelpline, or AcciHelpline post a road accident, one of our specialist Customer Service Officers will listen sympathetically and take down the details of the road accident.
Where the advisor feels that your claim merits further investigation, we will offer to put you in touch with independent specialist partners in the geographical area of the road accident.
We strongly advise you to note down the registration/ license plate number(s) of the vehicle(s) involved in the road accident.
If possible, click pictures of the site of road accident and a slowly recorded panoramic video to help our specialist claims investigation partner.
It is absolutely pertinent to file a genuine claim at the earliest available opportunity, even though the law in India allows such claims to be filed at any point in time, with no legal restriction by way of limitation, i.e. road accident claims are not ‘time-barred’.
If your claim is exercisable and genuine
If we are satisfied, we may nominate one of our specialist Claims Investigator partner and our specialist Expert Witness partner to investigate the claim further, depending on the type of claim and the intricacies thereof.
We may nominate one of our specialist Claims Assessor partner to analyse the damage to your vehicle and movable/ immovable property.
In unfortunate cases of injuries and beyond, we may nominate a specialist Healthcare & Mediclaim Advisor partner to guide you through best available treatments under the medical insurance policies you hold, directly or indirectly.
We may also nominate one of our specialist Claims Consultant partner to help you get compensation in the court having jurisdiction as per the applicable laws in India.
AcciHelpline does not guarantee any compensation, tangible or intangible, even though we understand that your loss is irreversible.
The compensation shall be subject to equitable and fair legal process based on the applicable laws, and well settled judicial principles.
You should receive fair, impartial and confidential advice and services from all our specialist partners who are are authorized to provide respective services/ advise by the government regulatory bodies/ statutory authorities, and are independent of insurance companies associated with AcciHelpline and AcciHelpline.
If we cannot help you
If we feel our internal policies and guidelines do not permit us to help you, we will let you know, and of course you are free to seek advice and services elsewhere.
AcciHelpline is always striving to improve its service. For that reason we ask the independent specialist partners to provide important information to track the progress. We treat this information confidentially, but if you don’t want the independent specialist partner to report this information, please instruct them accordingly.
When telephoning National Accident Helpline we inform you that calls may be recorded and used for internal training and legal/ regulatory compliance purposes only.
If you phone us between 09:00-21:00 during Monday to Friday, or during 09:00-18:00 on Saturday and Sunday, you will be put through directly to AcciHelpline’s Customer Service Officer who will be able to talk you through the claims process and any queries you may have.
If you phone at any other time, you will be put through to our call centre where we will take your details and arrange for a specialist Customer Service Officer to call you back during the times above. You shall thereby authorise AcciHelpline to contact you through call, SMS, email, WhatsApp or any other mode in future, overriding your National Do Not Call registration.
AcciHelpline holds and will enforce its copyright on material and layout on its website, mobile application and social media pages.
Digital and Marketing
If you are associated with us and are using the AcciHelpline logo under license or a similar arrangement, you are required to follow AcciHelpline’s Corporate Branding Guidelines regarding the text font and other intricacies. Colour codes for AcciHelpline logo are #000000, #FFFFFF and #0989E3.
Our policy against abusive calls
We maintain a zero tolerance policy towards the abuse of our employees or partners who have the right to carry out their legitimate professional activities without fear of being abused. AcciHelpline will not hesitate to report such acts to the police.
‘AcciHelpline’, the AcciHelpline logo, the AcciHelpline slogan, ‘National Accident Helpline’ and ‘Acci’ are all trademarks of Acci Helpline LLP (LLPIN – AAV 8122).
Payments once processed are non-refundable.
(Updated on May 1, 2021)
In this Policy ‘we’, ‘us’, ‘our’ and other similar terms refer to AcciHelpline. ‘You’ and ‘your’ refer to AcciHelpline’s retail customers.
Protecting your data is very important to us.
We won’t pass your details on to anyone, unless you ask us to.
It is an essential part of our business to collect and manage customer and non-customer data.
We may, with your consent, pass your data to geographically proximate independent specialized service provider and advisors to enable them to advise and support you further with relation to your specific situation.
Any data or information you provide to the independent specialized service provider and advisors will be handled in accordance with their own privacy policies, and based on the applicable legal and regulatory guidelines governing their profession/ services in India.
We have purposely drafted this notice to be clear and concise so it’s a summary of how we collect and use your personal information.
- Information we obtain about you.
- When we collect your information
- How we use your information.
- Sharing your information.
- Where we store your personal information.
- International data transfers.
- Your rights of access to information.
- Other rights you might have.
- Changes to this policy statement.
We may collect your data in the following manner
If you contact us regarding any of the services that AcciHelpline offers to its retail customers and corporate clients through various channels, or to consider a potential claim against another party arising from a road accident.
We will ask you to provide personal data to enable us to make an assessment on whether you might have a claim, or whether we will be able to provide you our service(s).
We may collect data if you make an enquiry online via AcciHelpline website or by e-mail enquiry. This is needed to enable us to contact you and respond to your query.
We collect data when you give permission to a third party to share the information with AcciHelpline.
When you complete any online or offline surveys that AcciHelpline or its associates may send you.
During your claim, when AcciHelpline or its associates are acting on your behalf.
When someone visits AcciHelpline or its subsidiary websites, we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. We do this to find out the number of visitors to various webpages.
Cookies help us to provide you with a good experience when you browse our website and allow us to improve our site.
Information about you
You’ll give us most of the information AcciHelpline will hold about you; this is generally done when you communicate with us and is likely to include your name, address, e-mail address, telephone numbers, financial information and, where relevant, information about any incident or matter in which you may have been involved, including any injuries suffered, other parties involved and further information relevant to the services AcciHelpline offers.
Sometimes information about you will come from another organisation such as your Insurance provider referring your matter to us, AcciHelpline’s partner corporate, online marketing or someone else who provides you with goods or services.
That source is called an ‘introducer’. We sometimes make payments to other businesses to cover the marketing and other costs they incur in providing these services to us. These costs form part of our business overheads and are not charged to you. These businesses will be data controllers themselves and we encourage you to read their privacy notices for information about how they deal with information about you.
We also work closely with other third parties (including, for example expert witnesses and other professional advisors) and we may receive information about you from them.
Any witnesses are also likely to provide information about you.
We hold information about you for at least seven years after the conclusion of all services or, if longer, the conclusion of any other dealings with you.
Where applicable, and provided you have given the necessary consent, all of the data returned to us by a panel firm will be kept for a period of 12 months. After which, all personal identifiable data will be deleted.
All data is held in line with AcciHelpline’s Data Retention Policy and your information will always be held securely.
We must ensure your personal information is accurate and current. Please tell us promptly if it changes in any way.
How we use your information
Our Services and Products
We use your information to deal with enquiries you make about our services, to make an assessment on whether you might have a claim, to advise and provide services to you, to help us improve our advice and services, to notify you about changes to our services and for related purposes that include:
- To provide you with the information, products, and services that you request from us.
- Where applicable to pass on or make available your enquiry, with your consent, to our panel of independent service providers and advisors to help them communicate with you directly and to provide their service to you.
- To provide services and information to our panel of independent service providers and advisors and third party marketing partners that they can use to benchmark and improve their performance, and for us to measure their quality.
- To allow you to participate in the interactive services available on our site.
- To contact you occasionally about important changes to our Privacy Notice or this policy or developments to our site or our services.
- Identity verification and fraud prevention (including online verification and credit checks).
- Updating and enhancing your records and analysis to help us manage our practice.
- Legal and regulatory compliance that help us fulfil our legal obligations.
- Checking how happy you are with our services (including customer satisfaction questionnaires).
- Tracing and collecting debts.
- To contact you via a review site, such as Trust Pilot for your views on our services.
- We will seek feedback about your experience to analyse and improve our services and products.
We may provide you with information about our services that you have used or asked about and our related services. If you don’t wish to receive that information, please notify our office in writing. You can always make use of our services or our site without having to agree to marketing.
Sharing your information
Where applicable, we will only share your personal information with our panel of independent service providers and advisors, with your consent, so they can provide advice and services to you.
In order to provide our advice and services to you we are sometimes required to share your information with other organisations and we want to make it clear to you when this will happen.
Any information you provide to us may also be shared with and processed by legal authorities and statutory regulators.
As we offer products and services to you that we may not provide ourselves, we share your information with other approved suppliers.
Sometimes these organisations will supply their services directly to you (typically medical agencies and underwriters of insurance products we distribute).
Where you have given consent and it is applicable, and in your best interests to do so, we will share information with the organisation that that put you in touch with us about the progress of your claim and any compensation you are awarded.
Sometimes we ask other companies or people to do some of our administration and/or legal work on an outsourced basis.
We have a confidentiality agreement with every service provider of outsourced services we work with.
All staff providing outsourced services are trained to ensure compliance with all relevant regulations.
If you have any questions or concerns, please get in contact with us using the contact details above vide email at [email protected].
Other occasions when we may share your personal information
If anyone buys us or any of our group companies that hold your personal information, then personal information about you will be transferred to the buyer. This will also be the case if instead of buying the relevant group company the buyer simply buys all or most of the business assets.
There may be occasions when we must share information (including with regulators) about you so that we comply with a legal obligation. We will also exchange information with other companies and organisations for the purposes of fraud protection, crime prevention or detection and credit (and other) risk reduction.
Where we store your personal information
All information you provide to us is stored on secure servers.
We may from time to time need to store your data on third party servers or to use technical software during your matter hosted by a third party and where necessary data is held on secure cloud-based servers.
Unfortunately, the transmission of information via the internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to our site; any transmission is at your own risk.
Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
International data transfers
We do not generally process personal information outside of India, but should this occur from time to time (for example our use of Google Analytics involves some personal data being transferred to Google servers in foreign territories) it shall be in compliance with applicable laws and regulations in India.
Access to information
You may obtain the information we hold about you by making a written request to us using the contact details above.
Subject to compliance with any laws and regulations, when you ask us about the information we hold on you we will provide you confirmation that your data is being processed, access to it and any other supplementary information we consider relevant to your request.
Your other rights
Additionally, you may object to how we are using information about you and the right not to have automated decisions made about you.
The above rights are not all absolute and whether you can use one of these rights may depend on the way we obtained your information or the legal basis on which we use your personal information.
Get in touch with your legal advisor to know more about your rights.
You can ask us to stop using your information for marketing at any time by notifying our office vide email on [email protected].
Additionally, if you have provided your consent to process information about you for any other purpose (excluding providing services), you can withdraw your consent by contacting us via the contact details above.
We are committed to protecting and respecting information about you in compliance with relevant laws and regulations and for this reason we take complaints we receive about this very seriously.
Please address any concerns to us at the contact address given above for the attention of the Compliance Team at [email protected].
Hyperlinks to other websites
This privacy notice does not cover the links within this site linking to other websites. These websites have their own privacy statements and we encourage you to read the privacy statements on the other websites you visit.