Privacy noticeYour information, and what we do with it

This notice covers the Lemonade Insure website, the client portal and the Lemonade Insure app for Android and iPhone. Under the Protection of Personal Information Act (POPIA), the responsible party for your information is Westwood Insurance Brokers (Pty) Ltd (FSP 16726), the broker that quotes, arranges and administers your cover and handles your claims. Lemonade (Pty) Ltd builds and runs the platform and processes your information on Westwood's behalf. Questions about your information go to hello@lemonadeinsure.co.za.

Only what a quote, a policy or a claim needs:

• About you: your name, South African ID number and date of birth, email address and cell number.
• What you insure: your home and risk addresses, your vehicles and their drivers (including licence details), your property and contents, and the items you list. When you scan a driving licence, we keep what its barcode holds, including the driver's photo.
• Your answers: the underwriting questions, such as previous claims, insurance history, insolvency and criminal convictions for dishonesty.
• Paying for cover: the bank account your debit order is collected from, and your premiums and payments.
• Claims: what happened, and the photos and documents you send us.
• Messages: what you write to us by email, WhatsApp, the contact form or in the portal.
• Your location, only if you ask: “Use my current location” fills in an address from your phone's position, once, when you tap it.
• In the app: the phone you sign in on (its make, operating system and app version) and a notification token, so we can send you notifications and you can see and sign out your phones.

We don't use advertising or analytics tools in the app, we don't track you across other apps or websites, and we don't sell your information. Face ID and fingerprint sign-in happen on your phone: we never receive your face or fingerprint.

• To quote, to decide with the insurer whether and on what terms to cover you, and to set up and administer your policy.
• To collect your premium by debit order and to handle and pay claims.
• To keep you informed about your cover and claims, by email, WhatsApp (if you choose it) and notifications in the app.
• To prevent fraud, keep the platform secure and meet the law, including the Financial Intelligence Centre Act (FICA) and the Financial Advisory and Intermediary Services Act (FAIS).
• To send you news and offers, only if you switch them on. You can switch them off any time in your profile or with the unsubscribe link in every such email.

• The insurer, New National Assurance Company Limited, to underwrite and administer your policy and decide claims, through the policy administration system the broker uses.
• Service providers who run parts of the platform for us, under contract and only for that purpose: hosting and storage, email (Microsoft 365), address search (Google Maps), notifications to the app (Google Firebase), WhatsApp messages (Meta, only if you use WhatsApp with us), and vehicle data (to find your car by its registration number and look up its value in the vehicle guide).
• People who help with a claim, such as assessors, repairers and Lemonade Assist, as far as your claim or call needs it.
• Anyone the law requires us to tell, such as a regulator, an ombud or a court.

Some of these providers may store or process information outside South Africa. When they do, it is under the protections POPIA requires.

The law requires an insurance broker to keep the records of your quotes, policies, claims, payments and our messages for five years after your last policy ends or your last claim closes. We keep them for that period, and then destroy them. If you got a quote but never took cover, we keep your details for 18 months after we last heard from you, and then destroy them.

Everything travels encrypted (HTTPS). You sign in with a one-time PIN sent to you, or with Face ID or your fingerprint on a phone you have set up. Only the staff who work on your cover or claim can see your details, and what they do is logged.

You may ask what we hold about you and have it corrected. You can update most of your details yourself in your profile. You may object to marketing at any time, and ask us to delete your information where the law doesn't require us to keep it. Write to hello@lemonadeinsure.co.za.

To close your account, see Deleting your account.

If you are unhappy with how we handle your information, tell us first at hello@lemonadeinsure.co.za. You may also complain to the Information Regulator (www.inforegulator.org.za).

The website keeps you signed in, and remembers for 90 days the campaign or website that brought you to us (for example “Facebook advert” or “google.com”), so we can see which of our adverts and links work. That holds nothing that identifies you, and clearing your browser's site data removes it. There are no advertising cookies.

Our cover is for adults. We don't knowingly collect information about anyone under 18.

When we change this notice we update the date at the top. If a change affects how we use information we already hold, we tell you first.