Privacy Policy

1. Introduction

Plural Health is committed to protecting the privacy and personal information of individuals who use our digital health solutions.

Through our partnership with the Oyo State Health Insurance Agency (OYSHIA), Plural Health provides technology solutions that support health insurance enrolment and related services in Oyo State.

This Privacy Policy explains how we collect, use, process, store and protect your personal information when you interact with the OYSHIA health insurance programme through Plural Health’s digital platforms, including WhatsApp, web portals and other authorised enrolment channels.

This policy also explains your rights regarding your personal information and how you can exercise them.

By using our services, you acknowledge that you have had the opportunity to read and understand this Privacy Policy.

2. Information We Collect

Depending on the services you access and the stage of your enrolment, we may collect the following categories of personal information:

2.1 Personal Information

This may include:

• Full name.
• Date of birth.
• Gender.
• Phone number.
• Email address.
• Residential address.
• State and local government area of residence.

2.2 Identification Information

This may include:

• National Identification Number (NIN).
• Other identification details required for enrolment and identity verification.

2.3 Health Information

This may include:

• Information about pre-existing medical conditions.
• Other health-related information required for insurance enrolment and administration.

2.4 Enrolment Information

This may include:

• Selected OYSHIA health insurance plan.
• Individual and family enrolment details.
• Information relating to dependants and other family members.
• Enrolment and policy status.

2.5 Payment Information

This may include:

• Payment references and transaction details.
• Premium payment status.
• Other information required to verify and reconcile payments.

3. How We Collect Your Information

We collect personal information through various channels used to facilitate access to the OYSHIA health insurance programme.

These include:

• WhatsApp: Information submitted through conversations and enrolment interactions on our official WhatsApp channel.
• Web Portals: Information provided through Plural Health’s online enrolment platforms.
• Authorised Agents: Information collected by authorised agents and representatives facilitating enrolment.
• Payment Platforms: Transaction references and payment confirmation details received through authorised payment service providers.
• Other Communication Channels: Information submitted through other official channels supporting the insurance programme.

4. How We Use Your Information

We collect and process your personal information for legitimate purposes connected with the delivery and administration of the OYSHIA health insurance programme.

These purposes include:

• Facilitating the enrolment of individuals and families into OYSHIA health insurance plans.
• Verifying your identity and validating submitted information.
• Processing and confirming premium payments.
• Supporting the administration and management of enrolment records.
• Communicating enrolment updates, payment confirmations and relevant policy information.
• Providing customer support and responding to enquiries.
• Supporting programme monitoring, operational reporting and service improvement.
• Meeting applicable legal, regulatory and reporting obligations.
• Maintaining and improving the functionality, security and reliability of our digital platforms.

5. Sharing of Your Information

To facilitate the delivery and administration of the OYSHIA health insurance programme, your personal information may be shared with authorised organisations and service providers where necessary.

These may include:

5.1 OYSHIA

Your information may be shared with the Oyo State Health Insurance Agency for purposes relating to insurance enrolment, verification, policy administration and the management of the health insurance programme.

5.2 Healthcare Providers

Relevant information may be shared with healthcare providers and hospitals within the applicable insurance network where necessary for the administration of healthcare services and insurance coverage.

5.3 Payment Service Providers

Payment information may be shared with authorised payment processors and financial service providers to facilitate and verify premium payments.

5.4 Technology and Service Providers

Information may be accessed by authorised technology and service providers supporting the operation, maintenance, security and delivery of our digital platforms.

5.5 Government and Regulatory Authorities

We may disclose personal information to relevant government agencies and regulatory authorities where required by applicable laws or regulations.

We take appropriate measures to ensure that personal information shared with third parties is handled in accordance with applicable data protection requirements.

6. Data Storage and Security

We implement appropriate technical and organisational measures to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.

These measures are intended to safeguard the confidentiality, integrity and availability of the information entrusted to us.

Access to personal information is restricted to authorised personnel and service providers who require it to perform their responsibilities.

While we take reasonable steps to protect your information, no electronic transmission or storage system can be guaranteed to be completely secure.

7. Data Retention

We retain personal information only for as long as necessary to fulfil the purposes for which it was collected.

This may include retaining information for:

• The administration of your health insurance enrolment.
• The management of insurance records.
• Compliance with applicable legal and regulatory obligations.
• Resolving disputes and addressing service-related concerns.

Where personal information is no longer required, it will be handled in accordance with applicable data retention and disposal requirements.

8. Your Privacy Rights

Subject to applicable data protection laws, you may have the right to:

• Access: Request access to the personal information we hold about you.
• Rectification: Request correction of inaccurate or incomplete personal information.
• Erasure: Request deletion of your personal information where applicable.
• Withdrawal of Consent: Withdraw consent where the processing of your information is based on consent.
• Objection: Object to certain forms of personal information processing.
• Information: Request information about how your personal information is collected, used and shared.
• Complaint: Lodge a complaint with the relevant data protection authority where you believe your privacy rights have been violated.

You may exercise these rights by contacting the appropriate organisation through the contact details provided in this policy.

Some requests may be subject to legal, regulatory or contractual limitations.

9. WhatsApp Communication

Plural Health provides WhatsApp as one of the digital channels through which individuals can access information and enrol in the OYSHIA health insurance programme.

When you interact with us through WhatsApp, information you provide may be processed to facilitate your enquiries, enrolment and related services.

WhatsApp is a third-party messaging platform operated by Meta. Your use of WhatsApp is also subject to WhatsApp’s applicable terms of service and privacy policies.

We encourage users to exercise care when sharing personal or sensitive information through messaging platforms.

Where additional information is required through a more secure channel, you may be directed to an authorised enrolment platform.

10. Third-Party Services

Our digital platforms may integrate with or rely on third-party services to support activities such as messaging, payment processing and other operational functions.

These third-party providers may process information in accordance with their respective privacy policies and applicable contractual arrangements.

We encourage users to review the relevant privacy policies of third-party services they interact with.

11. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect changes in our services, operational practices, technology or applicable laws.

Where changes are made, the updated version will be published through our official communication channels.

We encourage users to review this page periodically to remain informed about how their information is handled.

12. Contact Information

For questions, requests or complaints relating to this Privacy Policy or the processing of your personal information, please contact us through the details below.

For enquiries specifically relating to OYSHIA’s insurance coverage, policy administration or the health insurance programme, please contact OYSHIA through its official customer service channels.

By using our services, you acknowledge that you have had the opportunity to review this Privacy Policy.