Data protection declaration for video advice service


Video advice is a service provided jointly by Helvetia Swiss Insurance Company Ltd, St Gallen, and Helvetia Swiss Life Insurance Company Ltd, Basel (hereinafter referred to as “Helvetia”). At the URL address, Helvetia provides an internet-supported system (hereinafter referred to as the “Platform”), via which interactive online advice sessions can be held between customers or prospects (hereinafter referred to as “Users”) and Helvetia customer advisors (hereinafter referred to as “Advisors”) by exchanging the requisite information.

This Platform is exclusively for exchanging general, non-contractual information between Advisors and Users. Contractual declarations cannot and must not be made via the Platform; that is, via its audio, video or chat functions. Helvetia will not accept any declarations of this type. For such declarations, please consult an Advisor or use the special functionality intended for concluding contracts. Unfortunately we cannot completely exclude the possibility that the original content may get corrupted during data transmission. Helvetia chats may be recorded for the purposes of quality assurance and evidence collection.

For the data security of the Platform, we have made every effort to ensure that our security measures are effective. We also take the confidentiality of the information you convey to us very seriously. Your personal data is collected and used solely in accordance with the legal provisions of the applicable data protection regulations. By means of this data protection declaration, we are informing you of which personal data we collect when you use the Platform and the purposes for which it is used.


1 Contact

Helvetia Swiss Insurance Company Ltd

Dufourstrasse 40

9001 St. Gallen

Helvetia Swiss Life Insurance Company Ltd

St. Alban-Anlage 26

4002 Basel

If you have any questions or suggestions regarding data protection, please e-mail us at


2 Subject matter of data protection

The subject matter of data protection is personal data. Personal data is defined as all information that relates to an identified or identifiable person. This includes details such as name, postal address, e-mail address and telephone number, and all the chat, audio and video content (referred to as “streaming data”) transmitted during the video advice session, as well as usage data where applicable. Usage data is data that is needed in order to use our websites, for example, details about the start, end and scope of website usage, and login data.

3 Collecting and using your data

3.1 Automatic data collection

When you access the Platform, your internet browser automatically transmits data for technical purposes. The following data is stored separately from any other data you may transmit to us:

- Date and time of access

- IP address

- Browser type / version

- Operating system used

- URL of the website previously visited

- Quantity of data transmitted.

This data is stored solely for technical or statistical reasons.

3.2 Data input by the User

Guest access

You do not necessarily need to register in order to use the Platform. As a guest user, you can take part in a video advice session with an Advisor directly, without having to register. In this case, the Platform creates an anonymous access. When creating this access, your IP address is transmitted to Helvetia for security reasons and analysis purposes.


Data processed during video advice sessions

Data needed to hold the online advice sessions via video chat (streaming data) is transmitted in an encrypted format using state-of-the-art technology. Moreover streaming data is, wherever possible, transmitted directly between the browsers of the people participating in the online advice session. It is possible that, for certain reasons such as particular network system environments (firewalls or proxies), a server may be interposed for transmission and transcoding to enable a video chat to take place. Any written communication or files that are exchanged, and all the content of the central main screen (the “whiteboard”), which is used for illustration and advice purposes, is transmitted and stored in an encrypted format. Please note that personal data such as your name, address or other information may be stored if you choose to exchange it via the above functions. This data is not stored in an encrypted format. It cannot therefore be ruled out that it may be intercepted by third parties. For this reason, we recommend that you do not exchange any data during the interaction, i.e. place it on the whiteboard, if it is sensitive or particularly warrants protection (e.g. health-related data or information on occupational pensions).

Digital signatures

The Platform also provides the option of signing contracts digitally. This “Digital signature” service captures biometric data relating to writing style. Specifically, this includes writing direction, writing pauses, writing speed and a time stamp. It uses a procedure specified in BiPRO e.V.’s Standard 262, which involves capturing and encrypting biometric data using a synchronous encryption procedure. By using this service and consenting to this data protection declaration, you expressly agree to the associated data being processed for the purpose of concluding a contract.


3.3 Usage profiles

When you visit the website, Helvetia generates anonymous meta-statistics in order to improve the Platform. These statistics relate in particular to details concerning the start, end and scope of Platform usage. Any personal data you may have input is not used. The analysis data is also disclosed to the technical service provider in accordance with Section 4 of this data protection declaration in order to improve the website.


4 Data disclosure


Your personal data will only be disclosed without your express prior consent in the following cases:

- If it serves to clarify the unlawful use of the Platform or is necessary for prosecution, personal data will be disclosed to the law enforcement agencies and also to third parties if necessary. However, this will only happen if there are specific indications of illegal or improper conduct. Disclosure may also take place if this serves to enforce usage conditions or other agreements. Helvetia is also legally obliged to share information with certain public agencies and authorities upon request. For the provision of services, Helvetia relies upon contractually bound external companies in Switzerland and abroad. In particular, flexperto GmbH, Neue Grünstraße 27, 10179 Berlin, provides the complete technical infrastructure and is responsible for hosting the application and, in its capacity as a contract data processor, for hosting your data. The video and audio data arising from the provision of the service is in principle processed within the European Economic Area. The only exception is for IP addresses, which are stored by a secondary service provider of video chat solutions in the United States for support purposes. This provider is TokBox Inc., of 501 2nd Street, Suite 310, San Francisco, CA 94107, USA. After 30 days, your IP address is completely and irreversibly anonymized. Your information is disclosed to this company to enable it to further process and operate this web service/portal. We carefully select and regularly inspect these external companies to ensure that your privacy remains safeguarded. The external companies may only use the data for the purposes specified by Helvetia. Moreover, Helvetia contractually obliges these external companies to treat your data solely in accordance with this data protection declaration and applicable data protection legislation.

- While developing our business it is possible that our structure may change, in that its legal form alters, or that subsidiaries, business units or operating units are founded, bought or sold. In the case of such transactions, User information will be disclosed together with the part of the company being transferred. During each disclosure of personal data to third parties within the stipulated scope, Helvetia will ensure that this takes place in accordance with this data protection declaration and the relevant data protection legislation.

5 Cookies

Helvetia uses cookies to enable the Platform to be used easily and conveniently. When you visit one of the Platform's pages, the servers send a cookie to your computer. Cookies are small text files that are stored on your computer, usually just for the duration of the current session, i.e. until you close your browser, although in some cases they may be stored for longer. Cookies by themselves do not identify you personally. They simply recognize your web browser. As long as you do not identify yourself to Helvetia – by completing an online form – you will remain anonymous to Helvetia.

We use cookies as follows: Identification via session cookies: if you use the Platform, Helvetia automatically uses a cookie to recognize your browser (this is known as a session cookie). Most browsers accept cookies. However, it is possible to set your browser so that it declines them all. In this case, the Platform will not work smoothly. However, you can delete cookies at any time.

6 Revoking and deleting your data

You can object to the future use of your data at any time. Just send an informal message to:


Helvetia Swiss Insurance Company Ltd


409001 St. Gallen


Helvetia Swiss Life Insurance Company Ltd

St. Alban-Anlage 26

4002 Basel

Provided your data is no longer needed for the purposes specified in this declaration, it will be deleted subject to statutory storage requirements.


7 Rights of access and rectification

You do of course have the right to obtain information regarding the personal data we store about you, upon request. You are also entitled to have any inaccurate data corrected, blocked or deleted. To do so, please send an e-mail to or post a letter to one of the addresses stated above.