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Legal

Privacy Policy

How ResQ Health collects, uses, stores and protects your personal information in compliance with the Protection of Personal Information Act (POPIA) and applicable data protection laws.

Last updated: July 2026

Our Commitment to Your Privacy

ResQ Health (Pty) Ltd ("ResQ Health", "we", "us", "our") is committed to protecting your privacy and ensuring that your personal information is collected, processed, stored, and disposed of in a lawful, transparent, and secure manner. This Privacy Policy explains how we handle personal information in accordance with the Protection of Personal Information Act, 2013 (Act No. 4 of 2013) ("POPIA") and other applicable data protection legislation.

1 Who We Are

Responsible Party: ResQ Health (Pty) Ltd

Registration Number: 2023/098002/07

FSP Number: 53632

Physical Address: 13B Fivaz Street, Durbanville, Cape Town, 7550, South Africa

Email: compliance@resqhealth.co.za

Website: www.resq-health.com

ResQ Health is an authorised Financial Services Provider (FSP 53632) and operates as an intermediary distributing health insurance and related risk solutions across Africa and emerging markets.

2 What Personal Information We Collect

We collect and process personal information that is necessary for providing our insurance intermediary services. This may include:

Full name, ID/passport number, date of birth
Email address, phone number, physical address
Employment details and company information
Medical and health information (for underwriting)
Financial and payment information
FSP number and regulatory credentials (brokers)
IP address, browser type, device information
Call recordings and correspondence records

Special personal information (including health data) is only processed with your explicit consent or as permitted by law for insurance purposes.

3 How We Collect Your Information

We collect personal information through the following channels:

  • Directly from you: When you complete forms on our website, register as a broker, request a quote, contact us via email/phone, or engage our services.
  • From your employer or organisation: When group insurance cover is arranged on your behalf.
  • From insurance brokers and intermediaries: When acting on your behalf with your consent.
  • From medical service providers: When processing claims or arranging medical services.
  • Automatically: Through cookies, analytics tools, and server logs when you visit our website.
  • From publicly available sources: Where permitted by law.

4 Why We Process Your Information

We process personal information for the following purposes:

Insurance Services

Quotation, underwriting, policy administration, claims processing, and service delivery.

Regulatory Compliance

FSCA/FAIS requirements, anti-money laundering, fraud prevention, and audit obligations.

Communication

Responding to inquiries, providing quotes, sending policy updates and service notifications.

Marketing (with consent)

Sending information about products and services that may interest you, where you have consented.

Website Analytics

Improving our website experience through anonymous usage analytics.

5 Who We Share Your Information With

We may share your personal information with the following categories of recipients:

  • Licensed insurers and underwriters — for policy issuance and claims adjudication.
  • Reinsurers — for risk management purposes.
  • Medical assistance and evacuation providers — to arrange and coordinate medical services.
  • Healthcare providers and hospitals — for treatment authorisation and direct billing.
  • Regulatory authorities — FSCA, Information Regulator, and other bodies as required by law.
  • Professional advisors — auditors, legal counsel, compliance officers.
  • Service providers and technology partners — website hosting (Landingsite.ai), email (Microsoft 365), cloud storage (Microsoft SharePoint), analytics (Google).

We do not sell, rent, or trade personal information to third parties for their own marketing purposes.

6 Cross-Border Transfer of Information

ResQ Health operates across multiple jurisdictions in Africa, Asia, and the Middle East. Personal information may be transferred across borders to:

  • Our offices and representatives in countries where we operate.
  • Medical providers and assistance partners in the country where services are delivered.
  • Insurers and reinsurers located in various jurisdictions.
  • Cloud service providers with data centres in South Africa, Europe, and the United States.

When transferring personal information across borders, we ensure appropriate safeguards are in place, including contractual protections and adherence to applicable data protection laws in both the originating and receiving jurisdictions.

7 How We Protect Your Information

We implement appropriate technical and organisational measures to protect personal information against unauthorised access, alteration, disclosure, or destruction. These include:

256-bit SSL/TLS encryption for data in transit
Encrypted data storage at rest
Role-based access controls and authentication
Regular security assessments and monitoring
Confidentiality agreements with all staff and partners
Secure Microsoft 365 and SharePoint infrastructure

8 Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected, or as required by law. Retention periods are determined by:

  • Legal requirements: FAIS and FSCA regulations require us to retain records for a minimum of 5 years after the termination of a business relationship.
  • Business needs: Active policy administration, claims processing, and service delivery.
  • Contractual obligations: Terms agreed with insurers and business partners.

When personal information is no longer required, we securely destroy or de-identify it in accordance with our data disposal procedures.

9 Your Rights Under POPIA

As a data subject, you have the following rights:

Right to Access

Request a copy of personal information we hold about you.

Right to Correction

Request correction or updating of inaccurate or incomplete information.

Right to Deletion

Request deletion of personal information, subject to legal retention requirements.

Right to Object

Object to processing of your information for direct marketing or other purposes.

Right to Data Portability

Request your information in a structured, commonly used format.

Right to Complain

Lodge a complaint with the Information Regulator if you believe your rights have been violated.

10 Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience. We use:

  • Essential cookies: Required for website functionality (session management, security).
  • Analytics cookies: Google Analytics 4 to understand how visitors use our website.
  • Functional cookies: Google Translate for language preferences, Tawk.to for live chat.

You can control cookies through your browser settings. Please see our Cookie Policy for more details.

11 Third-Party Links

Our website may contain links to third-party websites (FSCA, ombudsman services, partner portals). We are not responsible for the privacy practices of these external sites. We encourage you to review the privacy policies of any third-party websites you visit.

12 Changes to This Policy

We may update this Privacy Policy from time to time. Material changes will be communicated via our website or by email where appropriate. The latest version will always be available at www.resq-health.com/privacy-policy.

Contact Us About Your Privacy

ResQ Health Compliance Officer

compliance@resqhealth.co.za

+27 82 552 0484

13B Fivaz Street, Durbanville, Cape Town, 7550

Information Regulator (South Africa)

complaints.IR@justice.gov.za

www.justice.gov.za/inforeg

+27 10 023 5200