Legal

US Privacy Policy

Effective Date: May 18, 2018

This Privacy Policy describes how Trōv Insurance Solutions, LLC (in NY Trōv Insurance Services, LLC) and Trōv Inc. (together "Trōv," "we," "us," or "our") collects and uses personal information (your "Personal Content") about you ("you" or "your"), and your rights in relation to this information. This Privacy Policy applies to all Personal Content that we collect or process about you through the Trōv Service which includes the use of the Trōv’s iOS and Android applications, website, products, and services, including but not limited to applying for, purchasing, and making claims under any Terms of Protection purchased through and/or provided by Trōv Insurance Solutions, LLC (in NY Trōv Insurance Services, LLC). Personal Content is information, or a combination of pieces of information, that could reasonably allow you to be identified.

Your privacy is very important to us and we handle your Personal Content with great care and discretion. We’ve developed this Privacy Policy which, together with our Cookies Policy and Terms of Service explains to you how we collect, use, disclose, transfer and store your Personal Content when you use the Trov Service and/or communicate with us. As the business environment changes and Trōv evolves, we may need to update this Privacy Policy. We’ll announce changes on our website, and we may also notify you by sending an email to you.

If you have any questions or comments in relation to this Privacy Policy, please visit get.trov.help or contact privacy@trov.com.

What Personal Content Does Trōv Collect and Why?

We collect and process the following data about you:

  • Information that you give us
    • This is information that we collect, for example, when you register with us, download the Trōv Service, use the Trōv Service, fill in forms via the Trōv Service, correspond with us (for example, by email or mail), report a problem with the Trōv Service, submit a claim via the Trōv Service or make a purchase;
  • Information we collect about you and your device
    • We automatically collect certain technical information about you when you use the Trōv Service including your device identifier and location, how you use the Trōv Service, language selection and preferences;
  • Information we receive from third parties
    • We collect information about you from third parties, such as insurance companies with whom we partner, business partners, analytics providers and any social media sites that you may use, such as Facebook, Twitter, YouTube and LinkedIn. The information supplied to us by such third parties is regulated by their respective privacy and cookies policies; and
  • Cookies and other similar technologies
    • We collect cookies and other similar identifiers to distinguish you from other users of the Trōv Service. For detailed information about the cookies we use and the purposes for which we use them, please see our Cookies Policy.

Further details of the Personal Content we collect and why we collect it is set out below.

If you register a Trōv Account:

We May Collect

Why We Collect It

Your email address and information about whether you own or rent your home

  • To create and support your Trōv account.

  • To send you insights about your Trōv.

  • To communicate product news and marketing messages, unless you have opted out from receiving such information (please see the section on “Opting out of email & notifications” for further information).

The language selected and geographic area of your device when you use the Trōv Service

  • To localize and improve the user experience of the Trōv Service.

  • To comply with local legal restrictions.

Your device identifier

  • To calculate anonymous, aggregate statistics, for fraud prevention, for product development and analytics purposes including for sharing with third parties on an anonymous, aggregated basis for the reasons described under "Information Access and Disclosure".

Your location information, if you elect to share it

  • To quickly add your home/address to your Trōv and to provide you with localised information and alerts about items in your Trōv.

Actions you perform, including your use of certain product features, as well as the type of device and software you are using

  • To improve the features and usability of the Service. For instance, we may track your actions to better understand how you use our services in order for us to make improvements.

Anonymous logging of our HTTP API usage

  • To provide better security and troubleshoot errors.

Information regarding items that you add to your Trōv Account

  • To provide the Trōv Service to you and to help us maintain a record of items that you add to your Trōv account. For more information, see “Does Trōv Share My Content” below.

If you purchase Protection with Trōv:

We May Collect

Why We Collect It

Full name, email, phone number (if provided), home address, age (D.O.B.), social security number, gender, location information.

  • To confirm your identity.

  • To personally cater a price for you.

  • Identify you and conduct appropriate checks.

  • As a primary means of communication with you to send you important information about protection purchased through your Trōv, including purchase receipts, billing and claims updates.

  • To help with fraud prevention

  • To help make decisions on insurance policies and insurance claims

Information about the protected item(s) in your Trōv account including photographs that you upload and the related metadata.

  • To provide appropriate pricing and protection for your item(s).

  • To validate possession, ownership and/or condition.

  • For fraud prevention

  • For claims management purposes.

Details related to Trōv Protection transactions, claims & other communications (email, chat, phone)

  • To ensure effective delivery of service, including support, claims and complaints.

  • For internal training & quality purposes.

  • Manage complaints and disputes, and report to dispute resolution bodies.

  • For fraud prevention

Your payment information

  • To collect premium for protection or to process claims. See also "Payment Service Providers" below.


Please note that Trōv Protection cannot be purchased unless you provide the above data.

If you visit trov.com:

We May Collect

Why We Collect It

Your email address, full name, phone number, age, postcode, gender

  • To provide you with a personalized quote
  • To communicate with you about relevant news, updates, and promotions related to Trōv.

IP address, pages visited, browser type and settings, cookies and similar tracking information

  • To improve our website and create better, more relevant content for you.
  • To calculate anonymous, aggregate statistics and to improve the features and usability of the Trōv Service.

View our Cookies Policy for more details.

Communications, transactions and experiences between you and Trōv

To better assist you and other users with the Trōv Service.

Marketing

We may use your Personal Content and your marketing preferences to build a profile for you and to inform you of our products and services which we consider may be of interest to you. You have a right to ask us not to process your Personal Content for marketing purposes and may exercise that right by opting out at any time (see "Opting out of email & notifications" for further information). We do not share your Personal Content with unaffiliated third parties for their own marketing purposes.

Opting out of email & notifications

You may opt out of different types of email communications using the unsubscribe link found in the footer of the emails sent. Your decision to opt-out does not prohibit our sharing of information in order to service your account, as permitted by law, or if necessary for us to follow the law. For example, if you obtain Trov Protection you will continue to receive legally required service-related and account-related information and documents, even if you unsubscribe from promotional emails. You may opt out of any app notifications from Trōv through the settings in the Trōv Service on your device (iOS or Android).

Your California Privacy Rights

California Civil Code Section 1798.83, also known as the "Shine The Light" law, permits customers who are California residents to request and obtain from us once a year, free of charge, information about the Personal Content (if any) we disclosed to third parties for direct marketing purposes in the preceding calendar year. As noted above, we do not share your Personal Content with unaffiliated third parties for their own marketing purposes. If you are a California resident and would like more information, please submit your request to privacy@trov.com with the subject line "California privacy rights."

Types of Third Parties to Which We Disclose Personal Data and Why

Does Trov Share My Personal Content?

Personal Content is content added to your Trōv that personally identifies you. As a rule, Trōv employees do not have access to any portion of your Trōv and we make sure that our access and use of these services is protected at the highest level. We will never share your Personal Content with third parties without your separate permission. However, we may share your Personal Content as follows:

  • We may share your Personal Content with businesses that are legally part of the same group of companies that Trōv is part of, or that become part of that group ("Affiliates"), or that are contractors or service providers to Trōv or its Affiliates that are contracted to provide services on behalf of Trōv or its Affiliates that are also subject to confidentiality. Affiliates and contractors may use this information to help provide, understand, and improve the Trōv Service. These Affiliates and contractors will honor the choices you make about who can use your data.

  • Partners, such as distributors, channel partners and other third parties, including insurance companies with whom Trōv jointly offers products or services to fulfill product or information requests, and/or to provide customers or prospective customers with information about Trōv and its products or services.

  • If you acquire protection through any particular group we may share your Personal Content to report claims experience or to all any such group policy to review or audit the Trōv Service.

  • On rare occasions, we may be required by law, legal process, litigation, or governmental authorities, including to meet national security or law enforcement or regulatory requirements to disclose your Personal Content. In such instances, if permitted by law, we will notify you of such request, and allow for you to interject yourself into the disclosure of such information.

  • Trōv may also disclose Personal Content in special cases when we have a good faith belief that such action is necessary to protect and defend our legal rights or property, enforce website terms and conditions, or to protect the interests of our users or others.

  • We may disclose your Personal Content in connection with the sale, bankruptcy, dissolution, reorganization or other business transition such as merger, acquisition, or sale of all or part of Trōv’s business, as permitted by applicable law. Where required by law, we will inform you of such disclosure prior to the implementation of any of these changes, and will provide you with an opportunity to remove your personal data from the Trōv Service.

  • We may also disclose your Personal Content to enable Trōv to enforce its rights (including enforcing the Privacy Policy, the Cookies Policy and/or Terms of Use) and/or to protect the security of the system and/or other users and protect its intellectual property and/or to prevent and detect fraud (see "Preventing & Detecting Fraud" below for more information).

  • While we do not share Personal Content without your separate permission, we may publicly share aggregated, non-identifiable data, for example, anonymized reports related to categories of items owned in different geographies or other aggregate insights related to the things that people own and are protecting, for marketing and business development purposes.

If You Choose to Purchase Protection

We partner with leading insurance companies to provide Trōv Protection for items in your Trōv. If you do not purchase Trōv Protection through Trōv, then none of your Personal Content is shared with our insurance partners. If you choose to purchase Trōv Protection for an item or items in your Trōv, then your Personal Content is shared with the insurance company that issues the product. This is required in order for you to purchase protection and to effectively deliver the Trōv Protection service.

Trōv Protection in United States is issued by KnightBrook Insurance Company in all states (except Colorado and New York) plus the District of Columbia. If Colorado and New York Trōv Protection is issued by National Specialty Insurance Company. If you choose to purchase Trōv Protection, then your Personal Content will be shared with KnightBrook Insurance Company, or if you are in Colorado or New York, then it will be shared with National Specialty Insurance Company. View the KnightBrook Insurance Company or National Specialty Insurance Company Privacy Statement for more information about how your Personal Content is handled by them.

Payment Service Providers

Trōv uses 3rd party providers to process payments, refunds and claims. Since these organizations are separate businesses to Trōv, payment information will be managed in accordance with their privacy policy, which may differ from this one. See a list of our third party payment service providers here, along with associated privacy policies. We maintain limited information about your payment information.

Disclosure to other Third Parties

App Analytics & Communication

To continuously improve the Trōv experience, we employ third party technology providers that anonymously track actions within the Trōv Service and facilitate email communications. Some such third parties may be located in jurisdictions whose laws do not provide equivalent protection for your Personal Content as in your location. We implement contractual and other measures with such third parties in order to ensure that your Personal Content is treated securely and in accordance with this Privacy Policy. We may also share your Personal Content with third parties for the purpose of performing actuarial or research studies. Please note that if we do so, your name or your identity will never appear in any resulting report. We also will implement contractual and other measures with such third parties in order to ensure that your Personal Content is treated securely and in accordance with this Privacy Policy.

Preventing & Detecting Fraud

To help keep premiums low by detecting and preventing fraud and other crimes, we may, at any time, disclose information about you to:

  • Other organizations and public bodies including the police;
  • Our underwriting partners and other insurers;
  • Recognized insurance industry application, policy and claims checking systems;
  • Insurance fraud registers or databases - this may affect future applications for insurance products as these entities may retain any information provided to them and they are permitted to disclose that information to others, including other insurance entities;
  • Check details and any information with fraud prevention agencies and databases, including publicly available data - if false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies to prevent fraud and/or money laundering;
  • If permitted by law, at inception of the relationship and periodically thereafter we may provide information to and obtain information from fraud prevention agencies or services, credit reference agencies, insurance support organizations or insurance databases in order to (i) help make decisions on insurance policies and claims for you or your financial associates; (ii) trace people who owe money, recover debt, prevent fraud and to manage your insurance policies and the insurance services that we provide; (iii) check your identity to prevent money laundering and to comply with “Know Your Customer” or similar obligations; or (iv) carry out credit searches and further fraud searches or otherwise to prevent fraud. Please note that any personal content provided to or obtained from a report of credit reference agencies or an insurance support organization or insurance databases may be retained by such entities and disclosed to other persons.

For more information about the agencies with which we share your data, including further details explaining how the information held by fraud prevention agencies may be used, please email us at privacy@trov.com.

Data Storage, Transfer and Deletion

How do I Make Changes to My Personal Content?

You may make changes to your Personal Content by logging into the Trōv application and editing your Personal Content.

Where Is My Personal Content Stored?

When you use the Trōv Service, Personal Content you save will be stored locally on your mobile device. It will also be replicated on our servers in the United States. Please be aware that regardless of your location, Trōv, Inc. is the data controller of your Content, which is stored in our United States data centers. Where we share your Content with our Affiliates, we will implement contractual and other measures with such Affiliates to ensure that your Content is treated securely and in accordance with this Privacy Policy.

How Secure Is My Personal Content?

We take many precautions to protect your Personal Content through administrative, technical, and physical safeguards to protect the security, confidentiality, and integrity of your Personal Content. For example, we use industry standard (SSL) encryption to protect your network communications; to the extent allowed by law, we run background checks on our employees; and we architect our networks to protect access to our storage servers. In addition to maintaining our high level of security, we are always striving to increase our security measures.

You are an important part of securing the data in your Trōv Account. We recommend you use a strong password for the Trōv Service. You should use the security features of your devices, including passcodes, Touch ID, and lost device location services. We are not responsible for any unwanted access to your Trōv Account due to poor security of your devices or personal password.

How do I delete Personal Content in my Trōv?

You can delete the items in your Trōv at any time and they will be removed from our servers, if you have never purchased Trōv Protection for them. You cannot delete items that have been protected, because we are required by law to retain these records. Residual copies of your deleted Personal Content, regardless of whether you’ve purchased Trōv Protection, may remain on our backup systems for several months due to the nature of those systems’ operations.

If you’d like to stop all communications related to your account, you can deactivate it through the settings menu in the Trōv application. Note, deactivating your account will not delete the items in it; this needs to be done manually prior to deactivation. Please note, however, that if you obtain Trov Protection even if you deactivate your account, we must maintain your account on our system and retain necessary records relating thereto. As a result, even if you deactivate your account, you will continue to receive legally required service-related and account-related information and documents. If you deactivate your account you can log in to your account at any time to re-activate it.

Other

Children’s Privacy Protection

The Trōv Service is not directed to children, nor do we knowingly collect any personally identifiable information from children under 18 years of age through the Trōv Service or software. If it comes to our attention through reliable means that a registered user is a child under 18 years of age and has purchased Protection, we will initiate cancellation of any such Protection, unless we are prevented by law from doing so.

Other Websites

We are not responsible for the practices employed by any websites or services linked to or from the Trōv Service, including the information or content contained within them. Please remember that when you use a link to go from our service to another website or service, our privacy policy does not apply to those third party websites or services. Your browsing and interaction on any third party website or service, including those that have a link on our website, are subject to that third party"s own rules and policies. In addition, you agree that we are not responsible and do not have control over any third parties that you authorize to access your data. If you are using a third party website or service and you allow them to access your data, you do so at your own risk.

Right to Access and to Request Correction

Requesting Access to or Correction of Personal Content

We take such steps as are reasonable to ensure that the personal information we collect and hold about you is accurate, up-to-date and complete. However, we rely on the accuracy of the personal information you provide to us. You may request details of the personal information which we hold about you. If you believe that any information we are holding about you is incorrect or incomplete, please visit get.trov.help to request copies of the personal information that we have about you and if necessary to request correction.

Once we receive a request for access and/or correction, we will respond to that request within a reasonable period after the request is made and in any event within the timescales required by law. We will promptly correct any information found to be incorrect. There are some exceptions, specified by law, where we may refuse your requests. If one of these circumstances applies, we will provide you with a written explanation of the reasons for the refusal, unless it would be unreasonable to do so.

Concerns about Personal Content

If you have any concerns about our handling or treatment of your personal information or if you believe your privacy has been breached, please contact privacy@trov.com, setting out the nature of your complaint. We will investigate your complaint and provide you with our response within a reasonable time of receiving your complaint and in any event within the timescales required by law.

Contact Us

If you have any comments, questions or concerns about this Privacy Policy, please contact us at privacy@trov.com or by post at:

Trōv, Inc.
347 Hartz Avenue
Danville, California 94526

Trōv Insurance Solutions, LLC (in New York Trōv Insurance Services, LLC)
347 Hartz Avenue
Danville, California 94526

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