ICI Care Privacy Policy

This Privacy Policy explains how Indochina Insurance Company Limited (ICI, we, us or our) collects, uses, shares, retains and protects personal information when you use the ICI Care mobile application (App). It also explains choices available to you and how to contact us about your information.

ICI is located at 5th Floor, Kolao Tower II, 23 Singha Road, Vientiane, Lao PDR. This Policy applies to the App and related services offered through it. It does not replace the terms of an insurance policy, certificate, quotation or other insurance document.

1. Information We Collect

Account and contact information. When you create or use an account, we may collect your name, phone number, email address, account or customer identifier, and address information such as village, district and province.

Insurance, quotation and vehicle information. To provide insurance quotation, purchase, renewal, policy and support services, we may collect information you submit about a vehicle or insurance matter. This may include plate number, plate province, vehicle type, make, model, colour, engine number, chassis number, insurance details, quotation details, order or policy references and payment references.

Claim and assistance information. If you request assistance or submit a claim, we may collect information about the incident, people involved, policy details, contact details, claim information, communications and supporting evidence.

Documents and photographs. If you choose to upload a file or take a photo through the App, we collect the document or image you select or create and the information visible in it. This may include information needed to assess an insurance, quotation, renewal, claim or service request.

Location information. With your permission, the App may collect your location when you use location-based claim or assistance features. You can change location permission in your device settings. Disabling location access may limit those features.

Device and technical information. We may receive information needed to operate and secure the App, such as device type, operating system, app version, IP address, device identifiers, diagnostic information, log information and information about how the App communicates with our services.

Notification information. If you allow notifications, the App and Firebase Cloud Messaging may process a device notification token and notification preferences so that ICI can send service, account, quotation, payment, policy, renewal or claim-related notifications.

2. How We Collect Information

We collect information directly from you when you register, complete a profile, request a quotation, purchase or renew insurance, make a payment, submit a claim, request assistance, contact us, upload a document or use an App feature.

We may also receive information from ICI systems, insurance and payment records, service providers, authorised representatives and other sources where permitted by applicable law and necessary to provide or administer the requested service.

3. How We Use Information

We use personal information to create and administer accounts; verify identity or account access; respond to requests; calculate or present quotations; assess underwriting requirements; enable payment where approved; issue, renew and administer insurance; handle claims and assistance requests; provide customer support; and communicate important service updates.

We also use information to protect the App and our customers, investigate fraud or misuse, maintain records, comply with legal and regulatory obligations, resolve disputes, improve the reliability and security of App services, and enforce our agreements.

We request access to device permissions, including location, camera or notifications, only when the related App feature needs that access. You can control permissions through your device settings.

With your consent where required, we may send news, special offers and information about ICI products or services by push notification, email, telephone call, SMS, WhatsApp or another available electronic channel. You can opt out of marketing communications by changing notification settings, using the opt-out method in the communication where available, or contacting ICI. We may still send important non-marketing service, security, quotation, payment, policy, renewal or claim communications.

4. When We Share Information

We may share information with service providers that support the App and ICI's services, including Firebase Cloud Messaging for notifications; Google Maps or related mapping/location services; QR, bank or other supported payment providers; and technology, cloud or communications providers. They may process information only as needed to provide services to ICI and subject to applicable contractual, legal and security requirements.

We may share information with insurance-related partners, authorised representatives, adjusters, repair or assistance providers, payment providers, regulators, auditors or professional advisers where necessary to provide the requested service, administer insurance, investigate a claim, meet legal obligations, protect rights or prevent fraud.

We may disclose information where required or permitted by law, to respond to a valid legal request, to protect the safety, rights or property of ICI, our customers or the public, or in connection with a corporate transaction, subject to applicable law.

We do not sell personal information for money. If ICI plans a use or disclosure that requires consent under applicable law, we will seek that consent.

5. International Processing

ICI and its service providers may process information in Lao PDR and in other locations where their systems or personnel operate. Where information is transferred or processed across borders, ICI will take steps required by applicable law and this Policy.

6. Retention

We retain personal information for as long as reasonably necessary for the purposes described in this Policy, including account administration, insurance and claim records, legal or regulatory obligations, dispute resolution, fraud prevention and enforcement of our agreements. The retention period may vary depending on the type of information and applicable requirements.

7. Security

ICI uses reasonable administrative, technical and organisational measures designed to protect personal information from unauthorised access, loss, misuse, alteration or disclosure. No internet transmission or storage system is completely secure, so we cannot guarantee absolute security.

You should protect your device and OTP, use a secure device lock, and contact ICI promptly if you believe your account or information has been compromised.

8. Your Choices and Requests

You may update certain account information through the App or by contacting ICI. You may also manage notification, camera and location permissions through your device settings.

Subject to applicable law, insurance obligations and recordkeeping requirements, you may contact ICI to request access to or correction of personal information, ask questions about our processing, or withdraw a permission you previously gave. Withdrawing permission may affect the availability of a related App feature or service.

9. Children

The App is not intended for a person who does not have legal capacity to enter into the applicable agreements. If you believe that a child has provided personal information to ICI without appropriate authorisation, contact us so that we can review the matter.

10. Third-Party Links and Services

The App may contain links to third-party websites or services. Their privacy practices are governed by their own privacy notices. ICI is not responsible for third-party privacy practices that it does not control, except to the extent required by applicable law.

11. Changes to This Policy

ICI may update this Privacy Policy from time to time. We will publish the current version in the App or on ICI's designated website and update the Last updated date. Where required, we will provide notice of material changes before they take effect.

12. Contact Us

For privacy questions, requests or complaints, please contact Indochina Insurance Company Limited: