Privacy policy

Customer, website and insurance services

Version 1.0 · Effective February 2026 · Review February 2027

1. Introduction

Tesha Family Ltd, trading as PremierPMI ("PremierPMI", "we", "us" or "our"), is committed to handling personal information lawfully, fairly, transparently and securely. This policy explains how we handle personal information when a person requests a quotation, becomes a customer, contacts us about an existing policy, uses our website or otherwise interacts with our business.

PremierPMI is a UK private medical insurance intermediary authorised and regulated by the Financial Conduct Authority. Our privacy arrangements are primarily governed by UK data protection law, including the UK GDPR and Data Protection Act 2018. They also support our wider FCA obligations concerning appropriate systems and controls, fair treatment, customer understanding, customer support, confidentiality and the delivery of good outcomes for retail customers.

This policy should be read together with any privacy information provided by the insurer with whom a customer obtains a quotation or policy. Insurers will normally process information for their own purposes and under their own privacy notices.

2. Who is responsible for your information

For personal information collected and used for PremierPMI's own brokerage, administration, customer service, compliance and business purposes, Tesha Family Ltd will generally act as the data controller.

When information is passed to an insurer for a quotation, application, underwriting, policy administration or claim-related purpose, the insurer will normally act as a separate data controller for the information it receives. Other organisations may also act as independent controllers where they determine their own purposes and means of processing.

3. How to contact PremierPMI

Questions about this policy, requests concerning personal information or privacy concerns may be directed to PremierPMI using the following details:

• Email: contact@premierpmi.co.uk
• Telephone: 020 4525 0884
• Post: Tesha Family Ltd trading as PremierPMI, 36 Glenwood Road, Mill Hill, London NW7 4LJ

PremierPMI's website also provides telephone, WhatsApp and online enquiry channels. Where a customer chooses to contact us through a third-party messaging service, that service may process information under its own privacy terms.

4. Personal information we collect

The information we collect depends on the nature of the relationship and the service requested. We seek to collect information that is relevant and proportionate to the insurance or service being provided.

This may include identity and contact details; date of birth; address; telephone number; email address; information about a partner, dependant, employee or other person to be insured; details of current or previous insurance; policy and renewal information; quotation preferences; benefit, excess and hospital requirements; employer or group information; and records of communications with PremierPMI.

We may also hold CRM notes, quotation records, application information, insurer correspondence, emails, call recordings, complaints information, customer service records and other information required to provide and evidence our service.

When a person uses our website, technical information may also be collected, including IP address, browser or device information, pages visited, enquiry form information and cookie or analytics information where applicable.

5. Health and special category personal data

Private medical insurance may involve information about health, medical history, symptoms, diagnoses, treatment, medication or other health-related matters. Health information is special category personal data under UK data protection law and receives additional protection.

PremierPMI only seeks to use health information where it is relevant to the service requested. For example, health information may be relevant when discussing underwriting options, supporting an application, assisting with an existing policy or helping a customer understand how to contact an insurer regarding a claim.

Detailed medical underwriting information may in some circumstances be collected directly by the insurer rather than by PremierPMI. Where PremierPMI processes special category information, we do so only where both an appropriate lawful basis and an additional condition for processing special category data apply. Depending on the circumstances, this may include explicit consent or an insurance-related condition permitted by law.

6. Information about other people

A customer may provide information about another person, for example a spouse, child, dependant, employee or other proposed policy member. The person providing the information should ensure that they are authorised to do so and, where appropriate, should make that person aware that their information may be provided to PremierPMI and the relevant insurer.

Where children are included as dependants on a policy, their information is used only as necessary to obtain, arrange, administer or support the relevant insurance and is handled with appropriate care.

7. How we obtain personal information

We may obtain information directly from the individual by telephone, email, online enquiry or quotation forms, WhatsApp, meetings or other communications. We also create records during the course of providing our service, including CRM notes and records of advice or customer instructions.

Information may also be received from an authorised family member or representative, an employer arranging group cover, an introducer or referral partner, an insurer, or another organisation involved in the insurance journey where there is an appropriate basis for the disclosure.

8. How we use personal information

PremierPMI uses personal information principally to provide private medical insurance brokerage and related customer support. This includes understanding the customer's demands and needs, obtaining and explaining quotations, making a recommendation where advice is provided, assisting with applications and insurer communications, supporting renewals and policy administration and providing general assistance with insurer claims processes.

We also use information to maintain customer records, respond to enquiries, manage complaints, monitor service quality, conduct quality assurance, train staff, meet insurer requirements, prevent or investigate fraud or misuse, maintain information security, establish or defend legal claims and comply with legal and regulatory obligations.

Information may also be used to improve our systems, customer journey and services, and for direct marketing where this is permitted by law.

9. Lawful bases for processing

The lawful basis relied upon depends on the purpose for which the information is being used. More than one basis may apply to the same customer relationship.

Where processing is necessary to provide a requested quotation or service, arrange insurance or administer our relationship with the customer.

Where information is needed to comply with regulatory, legal, record-keeping, complaints or other obligations.

Where processing is necessary for appropriate business purposes such as customer service, quality assurance, fraud prevention, security, maintaining records and improving operations, provided those interests are not overridden by the individual's rights.

Where consent is the appropriate basis, including where explicit consent is required or appropriate for particular special category processing.

10. Sharing information with insurers

To obtain quotations, arrange cover and support an insurance relationship, PremierPMI may provide relevant personal information to private medical insurers and insurance providers. The information shared will depend on the service requested and the insurer's requirements.

An insurer may use information for quotation, underwriting, policy administration, fraud prevention, claims and other purposes described in its own privacy notice. Customers should review the privacy information of the insurer they select.

11. Other organisations we may share information with

Where necessary and lawful, PremierPMI may share information with service providers that support our business, such as CRM, telephone and call-recording, email, IT, hosting, cloud storage, document management and website providers.

Information may also be shared with professional advisers, auditors and external compliance support; regulators and supervisory bodies; law enforcement agencies, courts or other authorities where required or permitted by law; and authorised introducers or business partners where necessary for the relevant relationship.

Where PremierPMI undergoes a reorganisation, business transfer or similar transaction, information may be disclosed to relevant professional advisers or counterparties subject to appropriate confidentiality and data protection arrangements.

PremierPMI does not sell customer personal information.

12. Telephone calls, CRM and quality assurance

Telephone calls may be recorded and monitored for customer service, training, quality assurance, compliance, dispute resolution, fraud prevention and regulatory purposes.

PremierPMI maintains CRM and customer-file records to provide an audit trail of the service delivered. These records may be reviewed internally or by authorised external compliance support. Where it is appropriate and lawful, relevant records may also be provided to an insurer, regulator, auditor or other authorised party.

Access to customer information should be limited to personnel who require it for legitimate business purposes. Staff are expected to use authorised systems and individual access credentials where required.

13. Website, online forms and cookies

The PremierPMI website allows users to learn about private medical insurance, request quotations or callbacks and contact the firm. Information submitted through an online form is used to respond to the enquiry and provide the requested service.

The website may use cookies and similar technologies for essential site operation, user preferences, security, analytics and, where permitted, marketing. Non-essential cookies should be used in accordance with the choices presented to the website user. Further information is provided in our Cookie Policy and cookie controls.

The website may contain links to third-party websites. PremierPMI is not responsible for the privacy practices of an independent third party, and users should review the relevant third party's privacy information.

14. Marketing communications

PremierPMI may contact existing or prospective customers about relevant insurance products, renewals or services where permitted by applicable law. Where consent is required, marketing will be sent on the basis of that consent.

A person may ask PremierPMI to stop sending direct marketing at any time by contacting us or using an unsubscribe facility where one is provided. An objection to marketing does not prevent PremierPMI from sending necessary communications about an existing enquiry, policy, renewal, complaint or other service matter.

15. International transfers

Some insurers, technology providers or other service providers may process personal information outside the United Kingdom. Where a transfer of personal information is subject to UK international transfer rules, PremierPMI seeks to ensure that an appropriate legal mechanism or safeguard is used, such as an adequacy regulation or approved contractual safeguards, where required.

16. Information security

PremierPMI takes reasonable technical and organisational measures to protect personal information against unauthorised access, accidental loss, misuse, alteration or disclosure. Controls are proportionate to the nature of the information and the systems used.

Measures may include controlled user access, password and authentication controls, individual system credentials where required, staff awareness and training, system monitoring, secure storage and appropriate oversight of third-party service providers.

No information system can be guaranteed to be completely secure. Where PremierPMI becomes aware of a personal data breach, it is assessed and managed in accordance with applicable data protection requirements, including notification to the ICO or affected individuals where legally required.

17. Data retention

PremierPMI retains personal information for as long as reasonably necessary for the purposes for which it was collected and to meet legal, regulatory, insurer, complaints-handling and business record requirements.

The retention period will depend on the nature of the information and customer relationship. Insurance transaction and customer records may generally be retained for up to seven years after the relevant relationship or transaction where appropriate, although a longer or shorter period may apply where required by law, regulation, an insurer arrangement, a complaint, a legal claim or another legitimate reason.

When information is no longer required, it is deleted, anonymised or otherwise securely disposed of in accordance with the firm's arrangements.

18. Your data protection rights

Depending on the circumstances and the legal basis for processing, individuals may have rights in relation to their personal information. These may include the right to request access to information, correction of inaccurate information, erasure in certain circumstances, restriction of processing, objection to certain processing and data portability.

Where processing is based on consent, the individual may withdraw that consent. Withdrawal does not affect the lawfulness of processing carried out before consent was withdrawn and does not prevent PremierPMI from continuing to process information where another lawful basis applies.

Data protection rights are not absolute and may be subject to legal or regulatory exceptions. PremierPMI may need to verify identity before responding to a request.

19. Automated decision-making

PremierPMI does not ordinarily make decisions about customers solely by automated means where those decisions produce legal or similarly significant effects. Insurers may use automated processes in quotation, underwriting, fraud prevention or other activities under their own privacy arrangements.

20. Complaints and the Information Commissioner's Office

If a person has a concern about how PremierPMI has handled their personal information, they are encouraged to contact PremierPMI first so that the matter can be investigated. Our complaints procedure explains how we handle concerns.

Individuals also have the right to complain to the Information Commissioner's Office (ico.org.uk), the UK's independent data protection regulator. Information about making a complaint and exercising data protection rights is available from the ICO.

21. FCA regulatory alignment and customer outcomes

PremierPMI's handling of customer information forms part of the firm's wider systems and controls. Access to customer information, call recordings, CRM records, insurer portals and correspondence should be appropriate to the individual's role, subject to suitable access controls and capable of supporting an effective audit trail.

In carrying on insurance distribution activities, PremierPMI seeks to act honestly, fairly and professionally in accordance with the best interests of its customers. Personal information should therefore be used only for legitimate and relevant purposes and should not be accessed, disclosed or used in a manner inconsistent with the customer's interests or the firm's authorised processes.

For retail customers, the firm's approach also supports the Consumer Duty. Customer communications involving personal information should be clear, fair and not misleading, and customer support should meet the needs of retail customers, including customers with characteristics of vulnerability. The firm should avoid requesting unnecessary information or creating unreasonable barriers when customers seek support, make changes, complain or exercise their rights.

Privacy and information-security issues identified through complaints, quality assurance, insurer feedback, access reviews or internal investigation are considered for potential customer impact and, where appropriate, escalated to the Director and external compliance support.

22. Changes to this Privacy Policy

PremierPMI may update this Privacy Policy where its services, systems, insurer arrangements, regulatory requirements or data protection practices change. The current version is made available through the PremierPMI website and the review date updated where appropriate.

Where a change is significant and affects how existing customers' information is used, PremierPMI will consider whether additional notification is appropriate.

23. Relationship with other PremierPMI documents

This Privacy Policy should be read together with other relevant PremierPMI documents, including the firm's Terms of Business or Terms and Conditions, Cookie Policy, Scope of Service, Quality Assurance Framework and complaints arrangements.

PremierPMI is Tesha Family Ltd trading as PremierPMI, authorised and regulated by the Financial Conduct Authority under FRN 1029667, registered in England under company number 11417747, with its registered office at 36 Glenwood Road, Mill Hill, London NW7 4LJ. This policy uses those current firm details.

24. Regulatory and legal references

This policy is intended to operate consistently with the UK GDPR and Data Protection Act 2018, including the principles of lawfulness, fairness and transparency, purpose limitation, data minimisation, accuracy, storage limitation, security and accountability.

For health and other special category information, PremierPMI must identify both an Article 6 lawful basis and an applicable Article 9 condition. Where the insurance condition in Schedule 1 to the Data Protection Act 2018 is relied upon, the firm must ensure that the statutory requirements for that condition, including any requirement for an Appropriate Policy Document, are met.

Relevant FCA considerations include SYSC 3.1 on appropriate systems and controls, ICOBS 2.5 on acting honestly, fairly and professionally in the customer's best interests, and the Consumer Duty requirements in PRIN 2A concerning customer understanding and customer support. Data protection compliance itself is supervised by the Information Commissioner's Office.