Last Updated: February 3, 2025
Arkana’s Privacy Policy
Introduction
Arkana (“**we**,” “**us**,” or “**our**”) is committed to protecting your privacy and handling your personal information in a transparent and secure manner. This Privacy Policy explains what personal data we collect, how we use and safeguard it, and your rights in relation to this data. It applies to all products and services offered by Arkana (including our website and pet insurance services). By using our services or providing personal information, you agree to the practices described in this Privacy Policy. If you do not agree, please discontinue use of our services.
Personal Date We Collect
We collect various types of personal data to provide and improve our pet insurance services. This includes information you provide directly to us, information about your pet, and some data collected automatically through technology (like cookies). The types of personal data we may collect include:Personal Identifiers: Name, contact information (email address, telephone number), postal address, and login credentials (if you create an account).
Pet Information: Details about your pet such as name, breed, age, gender, medical history or conditions, and any microchip or identification details needed for insurance coverage.
Social Media Details: If you choose to connect with us via social media or share content from our site, we may receive your social media username or profile information **(for example, if you enter a contest via Facebook or Instagram)..
Payment and Policy Details: Billing information (such as credit card number or payment account details) and policy-related information (policy number, coverage plan, claims history) when you purchase a pet insurance policy or file a claim.
Device and Usage Information: When you interact with our website or app, we automatically collect technical data such as your IP address, browser type, device identifiers, pages viewed, and the dates/times of access. We use cookies and similar technologies to collect this usage data (see Cookies and Analytics below for more details). This helps us understand how users navigate our site and enables us to improve our services.
We only collect personal data that is necessary for the purposes described in this policy. If you choose not to provide certain information (such as contact or pet details), we may be unable to offer you some of our pet insurance services or process your requests.
Purposes of Data Collection and Use
Arkana uses your personal data for various legitimate business purposes connected to providing you with pet insurance and enhancing your customer experience. The main purposes for which we collect and use personal data include:
Providing and Managing Services: To process insurance quotes, applications, and policies; to underwrite coverage; to handle billing and payments; and to process claims or reimbursements. We use your information to deliver the pet insurance products and customer support you request (for example, using your contact details to communicate about your policy or claims).
Communication: To contact you with service-related communications. This includes sending you policy documents, renewal notices, claim updates, reminders, and important account or service announcements. We may also respond to your inquiries, support requests, or feedback using your provided contact information.
Personalization and User Experience: To personalize your experience and improve our services. For instance, we may use your pet’s information to recommend relevant coverage options or use website usage data to optimize our site’s layout and content. We analyze how users interact with our website and services (using cookies/analytics) to troubleshoot issues, test new features, and enhance functionality.
Marketing and Promotions: To send you news, offers, or promotional materials about our pet insurance or related services, **but only if you have opted in to such communications.** You can unsubscribe from marketing emails at any time. We **do not** spam and will obtain consent where required before sending marketing messages.
Legal and Regulatory Compliance: To comply with applicable laws, regulations, and industry standards. For example, we may use personal information to fulfill financial reporting obligations, maintain records for insurance regulatory requirements, or respond to lawful requests by public authorities.
Fraud Prevention and Security: To protect our customers and business against fraud, unauthorised transactions, claims abuse, or other illegal activities. We may use personal data to verify identity, detect security incidents, and prevent misuse of our services. Other Purposes with Consent: If we intend to use your data for a purpose not listed here, we will explain it to you at the time of collection and obtain your consent when required.
We will not use your personal data for purposes incompatible with those above. If we need to process your data for a new purpose, we will update this Privacy Policy or provide you with a separate notice explaining the new use, as required by law.
Cookies and Analytics
We use cookies and similar tracking technologies on our website to collect usage data and improve your browsing experience. Cookies are small text files placed on your device that allow us to recognize your browser and remember certain information. For example, cookies enable us to keep you logged in during a session, remember your preferences (such as language or region), and understand how you navigate our site.
The types of cookies we may use include:
Necessary Cookies: These are essential for the website to function properly (for example, to process your policy purchase or login to your account). Without these, certain services you request cannot be provided.
Analytical/Performance Cookies: These cookies collect information about how visitors use our site (such as which pages are visited most often and if users get error messages). We use this data to improve how our website works. We may use third-party analytics tools (like Google Analytics) that set their own cookies to collect information on our behalf. This information is aggregated and does not directly identify individuals.
Functional Cookies: These remember choices you make (like your quote inputs or preferences) to provide enhanced, more personalized features. For instance, we might remember your pet’s name to greet you on the dashboard.
You have control over cookie settings. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline some or all cookies, or to prompt you before accepting a cookie. Please note that disabling certain cookies may affect the functionality of our site - for example, you might not be able to log in or use some features. Our website may also recognize “Do Not Track” signals depending on browser settings, but if not, we will treat all user data according to this Privacy Policy regardless of such signals.
In addition to cookies, we may use pixel tags or web beacons in our emails to know if you open or act on them, helping us make our communications more useful. We also utilize analytics services that collect device identifiers and usage information to analyze trends and measure the effectiveness of our content. All such usage data is treated in accordance with this policy and is primarily used to improve our services and user experience.
How We Store and Protect Your Data
Arkana takes the security of your personal information seriously. We implement industry-standard security measures to safeguard the data we maintain. This includes technical, administrative, and physical protections designed to prevent unauthorized access, alteration, disclosure, or destruction of your personal data. We use encryption and secure protocols (HTTPS/TLS) to protect data transmitted on our site, and we store information on secure servers or cloud services with robust access controls. We maintain reasonable administrative, technical, and physical safeguards to protect personal information against accidental or unlawful destruction, loss, alteration, unauthorized access, or disclosure. Our staff are trained on data protection practices, and we limit internal access to personal data strictly to personnel who need it to perform their job duties.
Data Retention: We retain your personal data only for as long as necessary to fulfill the purposes outlined in this policy or as required by law. This generally means we keep your information while you have an active policy or account with us and for a certain period afterward to comply with legal obligations (such as record-keeping, audits, or resolving disputes). For example, insurance regulations may require us to retain policy and claims information for a number of years. When personal data is no longer needed for business or legal purposes, we securely delete or anonymize it.
Despite our best efforts, no security measures can guarantee 100% protection. However, we continuously review and enhance our security practices to protect your privacy. If we ever experience a data breach that compromises your personal information, we will notify you and the appropriate authorities as required by law.
Disclosure of Personal Information
We understand the importance of keeping your personal information private. Arkana **does not sell your personal information to third parties** for their own marketing or commercial uses. We also do not share your data with any third-party companies outside of Arkana for their independent use, except in the limited circumstances described below, all of which are part of running our business or complying with the law:
Within Arkana: Your information may be shared between departments and authorized personnel within Arkana and its affiliates (if any) who need it to provide our services (for example, our customer support and claims processing teams will have access to relevant policy and contact information). All such internal sharing is done on a need-to-know basis under strict confidentiality obligations.
Service Providers: We may share personal data with trusted third-party service providers or partners who perform services on our behalf and under our instructions. This includes, for example, IT hosting and maintenance providers, payment processors, email communication platforms, analytics providers, or other vendors that help us operate our website and deliver our services. These service providers are contractually obligated to protect your information and use it only for the purposes of providing services to Arkana, consistent with this Privacy Policy.
Legal Requirements and Protection: We may disclose personal information if required to do so by law or legal process. For instance, we may respond to subpoenas, court orders, or regulatory requests by insurance commissioners or government authorities. We may also share information when we believe it’s necessary to investigate or enforce our terms and conditions, to detect or prevent fraud or security issues, or to protect the rights, property, and safety of Arkana, our customers, or others. This kind of disclosure will only be done in compliance with applicable laws.
Business Transfers: In the unlikely event that Arkana undergoes a business transaction such as a merger, acquisition by another company, reorganization, or sale of all or part of its assets, personal data we hold may be transferred to the successor entity as part of the transaction. If such a transfer occurs, we will ensure that your personal information remains protected by this Privacy Policy (unless and until it is replaced by an updated policy, of which you would be notified).
Aside from the situations above, we will not share, trade, or disclose your personal data to third parties. In particular, we do not share personal information with third-party marketers or social media companies for advertising purposes. If in the future we ever need to share information in a way that’s not contemplated by this policy, we will obtain your consent or provide the necessary opt-out choice.
Your Rights and Choices
You have rights and choices regarding your personal data held by Arkana. We believe in transparency and want you to have control over your information. Depending on your jurisdiction or the applicable data protection law, your rights may include:
Right to Access: You have the right to request a copy of the personal data we hold about you and to obtain information about how we process it. We will provide you with a summary of your data in a common format, and can also provide additional details such as the purposes of processing and any third parties with whom it’s shared, upon request.
Right to Rectification: If any of your personal information is inaccurate or incomplete, you have the right to request that we correct or update it. You can also review and update certain information (like your contact details or pet information) by logging into your Arkana account, if you have one, or by contacting us directly.
Right to Deletion: You may request that we delete your personal data under certain circumstances – for example, if the data is no longer necessary for the purposes it was collected. Upon a valid request, we will erase your information from our records, provided we do not have a legal obligation or other valid grounds to retain it (for instance, we might need to keep certain records to comply with insurance regulations or for fraud prevention).
Right to Restrict or Object to Processing: You have the right to **opt out or object** to certain processing of your data. For example, you can ask us not to use your data for direct marketing purposes, and we will honor that request (every marketing email we send also includes an “unsubscribe” link for your convenience). In some cases, you can also request that we limit processing – for instance, while we verify the accuracy of your data or consider an objection you have raised.
Right to Data Portability: To the extent required by applicable law, you can request a copy of personal data you provided to us in a structured, commonly used, machine-readable format. Where applicable, you may also request that we transmit that data to another service provider if it’s technically feasible.
Right to Withdraw Consent: If we rely on your consent to process any personal data (such as for optional marketing communications), you have the right to withdraw that consent at any time. Withdrawing consent will not affect the lawfulness of any processing we conducted prior to your withdrawal, and it won’t affect processing of personal data under other legal bases (like fulfilling a contract).
Right to Non-Discrimination: Arkana will never discriminate or retaliate against you for exercising any of these privacy rights. If you choose to exercise your rights (for example, opting out of marketing or requesting deletion), you will receive the same quality of service from us without change in pricing or access, in accordance with applicable laws.
In summary, you have rights to access, rectify, delete, or restrict processing of your personal data, and you can object to certain uses or request data portability, as applicable. We honor all rights granted by relevant data protection laws and strive to give you similar control over your data even if your jurisdiction’s laws are not as stringent.
To exercise any of your rights, please contact us using the information in the Contact Us section below. For security, we may need to verify your identity (for example, by asking you to confirm details we already have on file) before fulfilling your request. We will respond to your request within the timeframe required by law (typically within 30 days). If we cannot fulfill your request in whole or in part, we will explain the reason (such as if an exemption applies or if fulfilling it would interfere with legal obligations).
California Privacy Rights (CCPA)
If you are a California resident, you are entitled to certain rights under the California Consumer Privacy Act (CCPA) and its amendments. These rights include: the **right to know** what personal information we collect about you and how we use and share it, the **right to delete** personal information we have collected (with certain exceptions), the **right to opt out** of the sale or sharing of your personal information, and the **right to non-discrimination** for exercising your privacy rights. In addition, as of 2023, California law provides the **right to correct** inaccurate personal information and the **right to limit** use of sensitive personal information in certain cases. Arkana is committed to upholding these rights for California consumers.
Categories of Information Collected: In the past 12 months, we have collected the categories of personal information described in the **Personal Data We Collect** section of this Policy (such as identifiers, customer records, and internet activity information). This information is used for the business and commercial purposes described in the **Purposes of Data Collection** section. We do **not** sell personal information as defined under the CCPA, and we have not sold or shared personal information in the past 12 months. Because we do not sell data, the CCPA’s opt-out right (to decline the sale of data) is generally not applicable except for completeness; however, we still respect and acknowledge your right to request that your data not be sold.
Exercising CCPA Rights: California residents may submit verifiable requests to know or delete by contacting us (see **Contact Us** below). Upon receiving a request, we will confirm receipt within 10 business days and provide information on how we will verify and process the request. We may ask for certain information to verify your identity (such as confirming a policy number or email address on file). Once verified, we will respond to your request within 45 calendar days (or notify you if an extension of up to 45 more days is needed). Any information we provide in response will cover the 12-month period preceding our receipt of the request, as required by CCPA. If we must refuse a deletion request due to an exemption (for example, if the information is needed to complete a transaction or comply with a legal obligation), we will explain the basis for this refusal. Please note that under CCPA you may also designate an authorized agent to make requests on your behalf. We will require proof that the agent is authorized and may still ask you to verify your identity directly.
Arkana will not charge you for exercising your CCPA rights. If you have any questions about your California privacy rights or need assistance, you can reach out to us using the contact information provided at the end of this policy.
Children’s Privacy
Our services are intended for and directed to adults; we do not knowingly collect personal information from children. Pet insurance policies and accounts should be purchased or created by individuals **18 years or older**. In line with the Children’s Online Privacy Protection Act (COPPA) in the United States and similar regulations, we do not solicit or collect information from anyone under the age of 13. If you are a parent or guardian and believe that a minor has provided personal information to us without consent, please contact us. We will take prompt steps to delete such information from our records.
Changes to this Privacy Policy
We may update or revise this Privacy Policy from time to time to reflect changes in our practices, technologies, legal requirements, or other factors. When we make changes, we will revise the “Last Updated” date at the top of this Policy. If changes are significant, we may provide a more prominent notice (such as by email notification or a notice on our website). We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of Arkana’s services after any update to this Policy will constitute your acceptance of the changes, to the extent permitted by law.
If we ever wish to use your personal data for a new purpose not originally collected for, we will seek your permission or provide you with an opportunity to opt out, as required by applicable privacy laws.
Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or your personal data, please do not hesitate to contact us. We are here to help and committed to addressing any privacy-related issues. You can reach the Arkana Privacy Team in the following ways:
Email: [email protected] *(Preferred method for privacy inquiries and rights requests)*
Phone: +1 (254)-268-3567*(Customer support line available Mon–Fri during business hours)*
Mail: Arkana Privacy Office,2609 Euclid Ave, Austin, TX 78701, USA *(You may mail us inquiries or requests; please include your contact information and nature of your request.)*
We will respond to your inquiry as soon as possible, generally within 30 days. If you contact us to exercise your data rights, please provide sufficient information for us to verify your identity and understand the scope of your request.
Thank you for trusting Arkana with your pet’s insurance needs. We value your privacy and are dedicated to safeguarding your personal information while providing you with quality service and peace of mind.
Table of Content
- Introduction
- Personal Data We Collect
- Purposes of Data Collection and Use
- Cookies and Analytics
- How We Store and Protect Your Data
- Disclosure of Personal Information
- Your Rights and Choices
- California Privacy Rights (CCPA)
- European Data Protection (GDPR)
- Children’s Privacy
- Changes to this Privacy Policy
- Contact Us