My Health Pal · Clear information
Privacy policy
How My Health Pal uses personal information and how to contact us about your rights.
1. Who we are
My Health Pal is a trading style of MIP Group Ltd, an appointed representative of Clarity Insurance Services Limited. Clarity Insurance Services Limited is authorised and regulated by the Financial Conduct Authority, reference number 919083. MIP Group Ltd is registered in England and Wales, company number 15426439. My Health Pal handles personal information for its advice and enquiry services. Clarity is our principal and provides the CRM used to record enquiries. Insurers also process information for their own quotation, underwriting, policy and claims purposes. Their privacy notices explain their responsibilities.
2. Contact us about privacy
For a privacy question or rights request, contact advice@myhealthpal.co.uk or 01453 621 250. Our postal contact address is Kestrel Suite, North 2nd B, The Wheelhouse, Bond’s Mill Estate, Stonehouse, Gloucestershire, GL10 3RF. Please describe your request and provide enough information for us to locate the relevant records. We may need to check identity before releasing personal information.
3. Information you give us
We collect information you provide when you request advice, submit a website form, telephone, email or message us, apply for insurance, review a renewal or make a complaint. Depending on the service, this may include your name, contact details, postcode, cover requirements, people to be insured and their ages, current insurer and renewal information. Business enquiries may include company and group membership details. We also keep relevant correspondence, advice and policy records.
4. Health information and information about other people
Medical history, exclusions and claims information may be needed to assess underwriting or explain cover. Health information is sensitive personal data and needs additional protection. We only seek information relevant to the service being provided. Please do not include detailed medical information in an initial website message, email or WhatsApp enquiry; we can explain what is needed and how to provide it. If you give us information about a partner, child, employee or another person, make sure you are entitled to do so and make this notice available to them where appropriate.
5. Information from other sources
In providing the service, we may receive relevant information from your authorised representative, an insurer, your employer where it administers a group scheme, or Clarity. The information required depends on your enquiry and the insurance arrangements. We do not treat an employer’s involvement in a scheme as permission to disclose an employee’s medical history or exclusions to it.
6. Why we use information
We use relevant information to respond to enquiries, understand insurance requirements, compare available options, provide advice, help arrange and administer cover, review renewals, maintain service records and deal with complaints. We also process information where needed to comply with applicable legal and regulatory duties and protect the security of our services. We do not collect unfinished form answers for abandoned-enquiry follow-up.
7. Lawful processing
We need a lawful basis for each use of personal information. Depending on the purpose, this may be taking steps at your request before a contract, performing a contract, complying with legal obligations, pursuing legitimate interests where appropriate, or consent. Processing health information also requires an applicable additional legal condition; buying insurance or submitting an enquiry is not blanket consent for every use. Contact us to ask which basis and condition apply to a particular use of your information. Where we rely on consent, you can withdraw it; this does not affect processing that was lawful before withdrawal.
8. Website forms and our CRM
When you submit an enquiry, the website sends the completed details through our form service so our team can respond. Every received lead is manually entered into Clarity’s CRM, including leads that have not yet replied to us. Renewal information submitted through a form may also be recorded in our renewal diary to help manage the requested review. The enquiry service is separate from marketing subscriptions: submitting a request does not by itself give unrestricted permission for unrelated marketing.
9. WhatsApp
Personal and family enquiries are directed to James, and business enquiries to Matt. Clicking a WhatsApp link opens a separate WhatsApp service with a generic greeting. Website form answers, member ages, health-condition page titles and page URLs are not automatically inserted into that greeting. A message is sent only when you choose to send it in WhatsApp. WhatsApp applies its own terms and privacy arrangements. Our advisers use ordinary WhatsApp accounts on their phones for business conversations. Please keep the initial message general and avoid medical details. You can use telephone or email instead.
10. Who receives information
Relevant information may be shared with Clarity for supervision, compliance and CRM administration, and with insurers to obtain quotations, arrange cover or assist with policy matters. Service providers supporting our website, enquiry delivery and records may process information for those functions. Information may also be disclosed where required by law or to relevant regulators, the Financial Ombudsman Service or professional advisers where necessary. We do not routinely provide employers with employees’ medical exclusions or clinical information. Any necessary disclosure requires an appropriate purpose and lawful basis.
11. Security and international processing
We use measures intended to protect personal information against unauthorised access, loss and misuse. Please contact us if you suspect a data-security problem. Email and messaging should not be assumed suitable for detailed medical records without first discussing the information needed. Some service providers may process data outside the UK; applicable data-protection requirements must be met where this occurs. Contact us for information about the providers and safeguards relevant to your data.
12. Keeping information
We keep information for as long as needed for the purpose for which it was collected, including applicable legal, regulatory, complaint-handling and record-keeping requirements. The appropriate period depends on the record and circumstances. You can ask us about retention of your particular information. We do not promise to delete records immediately where a legal obligation or other valid reason requires retention.
13. Your rights
Depending on the circumstances, you may request access to your personal information, correction of inaccurate information, erasure, restriction of processing, or transfer of certain information in a portable format. You may object to relevant processing and can object to direct marketing. These rights are subject to legal conditions and exceptions. Contact us using the details in section 2; you do not need to pay a routine fee to make a request. We normally respond within one month, subject to applicable identity checks, permitted extensions and other legal rules. If a request cannot be met, we will explain why.
14. Cookies, external services and complaints
Read our cookies and external services information. Links to insurers, review platforms and other websites take you to services with their own privacy notices. If you are concerned about how we handle personal information, contact us first. You can also raise a concern with the Information Commissioner’s Office. Our complaints page explains how to raise concerns about our insurance service.
15. Changes to this notice
We may update this notice when our services or data-handling arrangements change. This version was updated on 23 October 2026. Contact us if you need help understanding it or require an alternative format.