Automated decisions
The following information relates to new Home Insurance customers, and those with policies starting with HBP (as stated on your policy documents).
Our quote process uses automated decisions based on information we collect from you and about you. Decisions made without human involvement help to ensure we can offer a fast and consistent service. Automated decisions can affect the price, features and availability of our products. Where indicated below, or as part of your quote journey, you have the right to ask us to review the decision. You can do this by contacting us at: GIDataEnquiries@lloydsbanking.com.
The timescales in which to request a review are set out in the table below (see “Your rights”). Timescales may differ depending on the type of automated decision you want reviewed.
Decisions will be reviewed by a suitably qualified member of staff, and we will provide you with the outcome within one month of your request. If your case is particularly complex, we may require up to a further two months to consider it. If this happens, we will write to tell you. It would be useful if, when contacting us, you could include any further details you would like us to consider in support of your case.
Details of the key automated decisions we have used are as below:
|
Automated decision (details) |
Source of information |
How the decision is made |
Potential impacts of the decision |
Your rights |
|---|---|---|---|---|
|
Automated decision (details) Fraud checks made when a quote is requested, when certain changes are made to a policy, and at renewal. |
Source of information Synectics Solutions |
How the decision is made We send details about each applicant to the fraud agency. They match the details to the information they hold. This includes details from other applications you have made and your previous behaviours in relation to those. They use this to create a profile for you which is translated into a numerical score. This score is returned to us. |
Potential impacts of the decision The score is used for two purposes: 1. To help us reduce fraud and keep costs down for genuine customers. This means that based on the score you may be declined cover with us, your premium may be increased or discounted or we may exclude some covers or apply other special terms. |
Your rights You can request a copy of the information held by the fraud agency, by contacting them at: Synectics Solutions Ltd You can also ask us to review our automated decision within 1 month of the decision having been made. You can do this by contacting us at the email address shown above this table. |
|
Automated decision (details) Credit checks made when a quote is requested, when certain changes are made to a policy, and at renewal. |
Source of information Experian |
How the decision is made We send details of the first named applicant to the credit agency. They match the details to information they hold, including past payment behaviours, information from the electoral roll and other finance applications made. They use this to create a profile which is translated into a numerical score. This score is returned to us. Please note that these credit checks are ‘soft’ checks which means they are not visible to other insurers or to lenders and will not affect your credit rating. |
Potential impacts of the decision We use the credit score to help us assess the risks posed by insuring the household. This means that based on the score your premium may be increased or discounted or we may exclude some covers or apply other special terms. |
Your rights You can request a copy of the information held by the credit agency, by contacting them at: Experian Ltd You can also ask us to review our automated decision. If you wish to do this, you should do so as soon as possible. You can do this by contacting us at the email address shown above this table. |
|
Automated decision (details) Checks made against information we hold about you within the Lloyds Banking Group when a quote is requested, and at renewal. |
Source of information Lloyds Banking Group companies (including under the Halifax and Scottish Widows brands). |
How the decision is made We may create a profile for the first named applicant based on information previously provided to us and other companies within the Lloyds Banking Group. This could include information, for example, from other products and services you have applied for, and how you have operated these. This profile will be translated into a set of numerical scores. |
Potential impacts of the decision The numerical scores are used to help us understand the risks posed by insuring the household. This means that based on the scores your insurance premium may be increased or discounted. |
Your rights We will process this information on the basis of our legitimate business interest. You have the right to object to this and can do so at any time by writing to the address shown above this table. Where we can support the need to continue processing the information we are not obliged to stop. However, we must explain our decision and inform you of your ongoing rights. |
|
Automated decision (details) Decisions relating to previous claims history, made when a quote is requested, when certain changes are made to the policy, and at renewal. |
Source of information Information provided by you during the quote process. |
How the decision is made The information you provide is automatically compared against our internal insurance acceptance criteria. |
Potential impacts of the decision We use the information to help us understand the risks of insuring the household. This means that based on the information provided, you may be declined cover with us, your premium may be increased or discounted, or we may exclude some covers or apply other special terms. |
Your rights You can ask us to review our automated decision. If you wish to do this, you should do so as soon as possible. You can do this by contacting us at the email address shown above this table. |
Important legal information
Lloyds and Lloyds Bank are trading names of Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.
Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS).