Liberty Privacy and Security Notice
Your right to privacy and security is very important to us. The Liberty Holdings Limited and its subsidiaries, (Liberty, we, us, our) treat personal information as private and confidential.
How and why we collect personal information
- We collect personal information for the purposes set out in this notice or otherwise communicated to you.
- We collect personal information directly from you when you purchase our products, contact us directly or provide information through this website.
- We may collect from and share your personal information with selected third parties to ensure we meet our responsibilities as a registered long-term insurer and authorised financial services provider. These third parties may include, but are not limited to:
- Regulatory bodies
- Financial Advisers and other intermediaries
- Member companies of the Standard Bank Group
- Credit bureaus
- Other insurers or authorised financial services providers for prevention of fraud
- We collect personal information from and about you for the following purposes, but not limited to:
- Assess your individual requirements accurately
- Deliver effective and personalised services to you that comply with applicable regulations.
- Carry out statistical and other analyses to identify potential markets and trends, evaluate and improve our business (this includes improving existing and developing new products and services)
- Tell you about services and products available within the Group
- Constantly improve our offerings to suit your unique needs
- To verify and protect your identity
- Conduct credit checks
- Regulatory reporting
- Comply with relevant regulatory requirements, including monitoring and analysing your account for credit, fraud, compliance and other risk-related purposes as required by law.
- As otherwise allowed by law
Without your personal information, we may not be able to provide or continue to provide you with the products or services that you need.
Transfer across borders
Sometimes we will process your personal information in other countries, either to carry out your instructions or for ordinary business purposes. These countries may not have the same level of protection. We will only process your personal information with your consent. If necessary, we will ask the party to whom we transfer your personal information to agree to our privacy principles, associated policies and practices.
We store personal information as required by law.
Our use of technology to follow your use of our website
We collect and examine information about visits to this website. We use this information to find out which areas of the website people visit most. This helps us to add more value to our services. This information is gathered in such a way that we do not get personal information about any individual or their online behaviour on other websites.
We use cookie technology on some parts of our website. A cookie is small pieces of text that are saved on your Internet browser when you use our website. The cookie is sent back to our computer each time you visit our website. Cookies make it easier for us to give you a better experience online. You can stop your browser from accepting cookies, but if you do, some parts of our website or online services may not work. We recommend that you allow cookies.
Marketing by post, email or text messages
If you give us permission, we may use your personal or other information to tell you about products, services and special offers from us or other companies that may interest you. We will do this by post, email or text message (SMS). If you later decide that you do not want us to do this, please contact us and we will stop doing so. This may be done by phoning our customer servicing centre on 0860 456 789 or contacting your financial adviser.
We ask other organisations to provide support services to us. When we do this, they have to agree to our privacy policies if they need access to any personal information to carry out their services.
Our website may contain links to or from other websites. We try to link only to websites that also have high standards and respect for privacy but we are not responsible for their security and privacy practices or their content. We recommend that you always read the privacy and security notices on these websites.
When we may reveal personal information without consent
We will not reveal personal information to anyone outside Liberty or certain of our service providers without your permission, unless:
- we must do so by law or in terms of a court order
- it is in the public interest
- we need to do so to protect our rights
- there is a legitimate purpose for the sharing.
Our security practices
- We are committed and obliged to implement all reasonable controls to safeguard access to your personal information.
- Where third parties are required to process your personal information in relation to the purposes set out in this notice and for other legal requirements, we ensure that they are contractually bound to apply the appropriate security practices.
- All use of our website and transactions through it are protected by encryption (secret codes) in line with international standards.
- We may share with or receive personal information from parties as set out above, where these parties reside outside of the Republic of South Africa.
Your right to access information
- You have the right to request access to the personal information we process about you. You may exercise this right by following the Promotion of Access to Information (PAIA) manual, available on the website.
- If you have any questions regarding this please let us know on email@example.com.
Privacy and security statements that apply to specific online services
Different online services or businesses of Liberty may have their own privacy and security policies because the service or product they offer may need different or extra policies. These specific policies will apply to your use of the particular service where they are different from our general policies.
Personal use of emails and notice about checking on emails
Our communication and information systems are for business use. However, we realise that our employees occasionally use our systems for personal use. Personal use includes sending or receiving personal emails within or outside Liberty. We do not accept responsibility for the contents of personal emails sent by our employees using our systems. Please note that we may intercept, check on and delete any communications created, stored, sent, or received using our systems, according to any law that applies.
Right to change this privacy and security notice
We may always change this privacy and security notice. We will put all changes on our website. The latest version of our privacy and security notice will replace all earlier versions of it, unless it says differently.
Email us on firstname.lastname@example.org if you have any questions about this privacy and security notice.
In this User agreement, the words below have the following meanings assigned to them:
“we”, “us”, “our” and “Liberty” means Liberty Holdings Limited
“website” means the internet set with “Liberty” in the address
“you” and “your” means the user of the website.
2. Your consent
Your use of the Liberty website is subject to the conditions set out below. These conditions may change from time to time so please familiarise yourself with this agreement regularly. The latest version of the User agreement applies each time that you visit our website.
You warrant your identity (i.e.: you are who you say you are) and that you can prove your identity should we require you to do so.
Liberty Holdings reserves the right to refuse to provide services to you if we are unable to verify or authenticate any information you provide to us.
You will keep your login name and password confidential and you will not divulge your login name or password to anyone nor allow others to use them. (Only applicable to Policy holder servicing)
Any use of the login name and password by any person shall be deemed to be use by you. (Only applicable to Policy holder servicing).
We will not ask you to disclose your password in an unsolicited phone call or written correspondence. (Only applicable to Policy holder servicing).
4. Full disclosure of all relevant facts
You guarantee that all information you provided at any time to Liberty Holdings via this website, in writing, or to the staff servicing our call centres, will be true and correct.
You guarantee that you have fully disclosed all material facts. Any breach of your contractual duties under this agreement may lead to the contract or any transactions arising from the contract being rendered void.
Liberty Holdings will need certain personal and financial information from you. It is in your best interest to keep the information up-to-date and accurate.
5. Electronic transactions, communication and records
You accept the risk of choosing electronic communication as the channel to be utilised by the parties. You authorise Liberty Holdings to act on the information that you send electronically. You further agree that all records will be stored electronically by Liberty Holdings and such electronic record will constitute conclusive proof of the contents of such record, unless you prove otherwise.
Any email sent to you will be deemed to have been received by you upon dispatch by Liberty Holdings.
We take all reasonable steps to protect your personal information and maintain confidentiality, including the use of encryption technology. However, we cannot guarantee the security of any information you transmit to us online and you do so at your own risk. Liberty will not be liable for any loss or damage that you may suffer as a result of interception by unauthorised parties and any unlawful and unauthorised activities.
6. What do we do with the information we collect?
Your right to privacy and protection of personal information is important to us.
Liberty Holdings is committed to keeping your information confidential. We will use it to personalise your experience, service your policy, and to directly communicate with you.
We will disclose information when required to do so (1) by any regulatory authority (like the Financial Services Board) and the regulators they appoint for the various financial sectors (2) by any stock exchange and its related clearing house (3) to comply with any regulation passed under the relevant legislation, or any legal process (4) to protect and defend Liberty Holdings’ rights and property (including Liberty Holdings’ intellectual property).
7. Parties other than Liberty also collect information
Some advertisers or websites that have links on our website may collect personal information about you when you access or use their links. Although we try to only link to trustworthy parties or systems, we do not control the collection or use of such information. This document does not apply to these websites and their advertisers.
We do not give any warranty about any other website, software or hardware, including their security or performance.
8. Our intellectual property
This website is the property of Liberty Holdings Limited. The website, the intellectual property and all software are protected by copyright. All rights in the Liberty and Liberty Holdings trademarks, computer code, logos and other graphics, tools, calculators and devices remain the sole property of Liberty Holdings. Our software or data may not be decompiled, reverse-engineered, or disassembled, or used in any manner whatsoever.
You may view content and copy it onto a computer or other device or storage and you may print and make paper copies if i).it’s not used for commercial purposes; ii). you must attach our intellectual property notice to the copy of the content from the website.
Liberty Holdings’ is committed to providing you with the best possible service. However, we are not responsible for loss or damage suffered as a result of:
Interrupted, delayed or failed transmission, storage or delivery of information due to a power failure, equipment or software malfunction, natural disasters, fire, labour unrest, or any other cause beyond the control of Liberty Holdings.
Any negligent act or omission by Liberty Holdings.
Inaccurate or inadequate information obtained from the website inaccurate information supplied by you.
Any of the events described in this paragraph (no. 2) and the paragraph above (i).
Your actions or omissions that result in a breach this agreement.
Links with other websites over which we cannot control the content of or the products offered on those websites.
A denial of access to the website should we believe that you are conducting activities that are illegal, abusive, attack the integrity of the site or put Liberty Holdings in disrepute.
The reliance on the information obtained from this website.
Any loss or damage to personal information caused directly or indirectly by power failure, technical problems, unlawful acts, any harmful computer programme.
Any investment decision based on any information on our website; or
Any event which we have no control over.
The information contained in this website is not to be construed as either advice or an intermediary service in terms of the Financial Advisory and Intermediary Services Act of 2002. Please consult your financial adviser should you require advice.
Loss or damage as referenced in this agreement includes but is not limited to direct, indirect, special, incidental, consequential loss.
While Liberty Holdings makes every effort to ensure that the information is accurate and up to date, Liberty Holdings makes no representations or warranties about the suitability of the products that appear nor about the soundness of the content on the website.
All information, including products and services or any terms or conditions pertaining to them, is subject to change at any time.
All calculations made on the website are approximations, are meant as guidelines only and should be confirmed before relying on them.
Liberty Holdings is not responsible for any defects in, malfunctions of, or inaccuracies in the performance of any calculators used in the calculations.
All services provided via this website are subject to confirmation at the time of the finalising of any transactions.
Some of our information is derived from external sources. We are not responsible for the incorrect information received from these external sources.
11. Permission to linking to our website
No one may create a link or reference to our website without first obtaining our written consent to do so.
12. Hardware and software
We do not warrant that any file, download or application available on the website is safe to use on any computer. We cannot guarantee that our website contains no software or data that can negatively affect a computer system such as viruses and other malicious software.
Help us to protect your cover
To protect your benefits and ensure that your cover is always in the right hands, Liberty Health has a dedicated forensic team responsible for managing fraud risk in countries where we operate, or where we operate alongside our partners.
Although the majority of healthcare providers are honest and ethical, fraud and irregular practices do occur. Not only does this occur amongst doctors and pharmacists or at hospitals and clinics, but also amongst policyholders.
What is unethical behaviour?
Unethical behaviour is an action that falls outside of what is considered morally right. Sometimes this could mean deceiving others for one’s own benefit or financial gain. The following are indicators of unethical behaviour which constitute healthcare fraud:
- Using someone else’s policyholder card or letting someone else use your card.
- A provider supplying non-medical services (selling nappies) and claiming for these costs
- Submitting false information on your claim form
- A provider claiming for services not rendered
What needs to be reported?
Please be on the lookout for the following, which you can report anonymously:
- Abuse by policyholders and healthcare providers
- Unethical and/or dishonest behaviour by healthcare employees
- Any unlawful, irregular or unethical conduct
- Claims fraud
- Over-servicing by providers
- Collusion between members and providers (agreeing with your doctor or service provider to send in a false claim and then sharing the money once the claim is paid)
- Theft, fraud, bribery and corruption
Be vigilant about fraud
Did you know?
- You should check your claims statement to ensure that you are not billed for a service that you did not receive.
- The more fraudulent claims that are paid, the more you pay for medical cover
- You can help us prevent fraud by reporting it.
As a policyholder, you can help us curb fraud by always checking and keeping track of your health insurance claim statements to make sure all healthcare claims on your policy are valid. Make sure you always ask for a copy of the claim and check that only the services or items you received are on it.
Also, never give or lend your card to anyone who is not a registered dependant on your policy. Only your registered dependants, are entitled to benefits on your policy.
How to report allegations/suspicions for investigation
To report matters directly to us, you can contact us on email@example.com, or use the following anonymous fraud hotline number for Malawi: 8000 5555
We pay for chronic medicines that are approved by our Chronic Disease Programme at 100% of cost, without co-payments, from the available benefits and according to the relevant medical and policy conditions.
Chronic conditions are conditions such as diabetes and high blood pressure that require medication and treatment for more than three (3) continuous months. Please check our Chronic Disease List below for a full list of conditions that we cover.
How to register with the Chronic Disease Programme
If you are diagnosed with a chronic condition, together with your doctor or specialist, please complete and submit a Chronic Medicine Application Form to your in-country office.Download Chronic Medicine Application Form
Once you are registered on the Chronic Disease Programme, you will have access to:
- The Chronic Medicine Benefit to cover the cost of your chronic medication, and
- Additional benefits for related pathology, consultations and basic radiology.
By registering with the Programme, you can prevent claims for your chronic condition being paid from your Day-to-day benefits. Registration on the Programme is not automatic, so please apply as soon as possible.
Please contact us if there are any changes to your treatment.
Please contact your in-country office to pre-authorise any changes to your chronic treatment or medication. This will help us to ensure that claims are paid from your available benefits.