Privacy Policy

Privacy Notice and Cookies Policy for Independent Loss Adjusters

Last updated: 9 February 2026

Independent Loss Adjusters (“ILA”, “we”, “us”, “our”) is committed to protecting your personal data and respecting your privacy.

This notice explains what personal data we collect, how we use it, who we share it with, how long we keep it, and your rights.

1) The personal data we collect

We may collect and use the following categories of personal data:

Enquiry data: name, phone number, email address, property address, and details you provide when contacting us by phone, email, or website form.
Claim-related data: insurer details, policy details, claim reference details, incident information, photos/documents, and correspondence.
Technical data: IP address, browser/device information, pages visited, and approximate location based on IP.
Marketing preference data: your communication preferences.
Cookie and analytics data: data collected through cookies and similar technologies (see section 8).

2) How we collect your data

Directly from you (for example, when you call, email, or submit a form).
Automatically via cookies and website technologies.
From insurers, brokers, contractors, and partner organisations where relevant to your claim or enquiry.

3) How and why we use your personal data (lawful bases)

We use your data to:

Respond to enquiries and provide requested services (pre-contract steps / contract).
Progress, manage, and support insurance claim matters (contract / legitimate interests).
Operate, secure, and improve our website and services (legitimate interests, and consent where required for cookies).
Send service updates and important communications (contract / legitimate interests).
Send marketing communications (consent where required, or legitimate interests where permitted by law).
Comply with legal, regulatory, and professional obligations (legal obligation).
Establish, exercise, or defend legal claims (legitimate interests / legal claims basis where applicable).

4) Sharing your information between Exactum, ILA, and ISN

When you make an enquiry by phone, email, or website form, we may share relevant personal data between one or more of the following organisations:

We only do this where we reasonably believe this allows us (or the receiving organisation) to provide enhanced and/or relevant services to the person or people making the enquiry.

We share only data that is necessary for that purpose and only where there is an appropriate lawful basis. Depending on circumstances, the receiving organisation may act as an independent data controller for its own services.

If you wish to object to this sharing, please tell us when you contact us and we will record your preference where legally possible.

5) Other recipients of personal data

We may also share personal data with:

Insurers, brokers, solicitors, surveyors, contractors, and other professional parties involved in your claim or matter.
IT, hosting, CRM, communication, and document management providers.
Analytics and advertising providers (including Google and Microsoft) where permitted by your cookie choices.
Regulators, law enforcement, courts, and public authorities where required by law.
A buyer or successor in the event of a business reorganisation, merger, or sale (with appropriate safeguards).

6) International transfers

Some suppliers may process personal data outside the UK. Where this happens, we use appropriate safeguards (such as adequacy regulations or approved contractual safeguards) as required.

7) Data retention

We keep personal data only for as long as necessary for the purposes set out in this notice, including legal, accounting, and reporting requirements. Typical retention periods are:

General enquiries: up to 24 months from last meaningful contact.
Claim/service records: up to 7 years after closure/completion (or longer where legally required).
Cookie and analytics data: according to your cookie settings and provider retention periods.

8) Cookies and similar technologies

We use cookies and similar technologies to operate our site, understand usage, improve performance, and support advertising effectiveness.

Strictly necessary cookies are required for core site functionality and may be set without consent.

Analytics and advertising cookies are used only where required consent has been provided via our cookie preferences tool.

Technologies we may use include services provided by:

You can change cookie preferences at any time via our cookie settings tool (where available) and browser controls.

9) Security

We use appropriate technical and organisational security measures to protect personal data. However, transmission of information over the internet is not completely secure, and we cannot guarantee absolute security of data sent online.

10) Your rights

You have rights under UK data protection law, including the right to:

be informed about how your data is used;
access your personal data;
request correction of inaccurate data;
request erasure in certain circumstances;
request restriction of processing in certain circumstances;
object to processing (including certain direct marketing and legitimate interests processing);
data portability (where applicable);
withdraw consent at any time where processing is based on consent.

To exercise your rights, please use our get in touch page.

11) Complaints

If you have concerns about how we handle personal data, please contact us first so we can try to resolve the issue. You also have the right to complain to the Information Commissioner’s Office (ICO).

12) Third-party websites

Our site may contain links to external websites. We are not responsible for third-party privacy practices. Please review those privacy notices separately.

13) Changes to this notice

We may update this notice from time to time. Any material changes will be posted on this page with an updated “Last updated” date.