Privacy Policy

1. Introduction

EMF Medical Aid Society ("EMF", "we", "us") operates a WhatsApp-based chatbot service that allows members to access their medical aid account information. This Privacy Policy explains how we collect, use, and protect information obtained through this service.

2. Information We Collect

When you interact with the EMF WhatsApp chatbot, we may collect:

• Your WhatsApp phone number
• Your name as provided by WhatsApp
• Your membership number as entered by you
• The content of messages you send to the chatbot
• Timestamps of your interactions
• Support tickets or queries you submit

3. How We Use Your Information

We use the information collected solely to:

• Provide you with access to your medical aid account details
• Display your benefit balances, premium schedule, account statement, dependant information, and membership details
• Log support tickets and route them to the appropriate EMF staff
• Maintain a history of your interactions for service improvement

We do not use your information for marketing, advertising, or any purpose unrelated to your medical aid membership.

4. Data Storage and Security

Your conversation data is stored on EMF's secure servers within Zimbabwe. Access is restricted to authorised EMF staff only. We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, loss, or disclosure.

5. Data Retention

Conversation logs are retained for a period of 12 months from the date of interaction, after which they are deleted. Your membership data is governed by EMF's existing data retention policies as a registered medical aid society.

6. Sharing of Information

We do not sell, trade, or share your personal information with third parties, except:

• Where required by law or regulatory authority
• With WhatsApp/Meta as necessary to operate the WhatsApp Business Platform (governed by Meta's own Privacy Policy)

7. Your Rights

As a member, you have the right to:

• Request access to the personal data we hold about you
• Request correction of inaccurate data
• Request deletion of your conversation history

To exercise any of these rights, please contact us using the details below.

8. Third-Party Services

This chatbot is built on the WhatsApp Business Platform, operated by Meta Platforms, Inc. Your use of WhatsApp is subject to Meta's Terms of Service and Privacy Policy, which are independent of this policy.

9. Contact Us

For privacy-related queries, please contact clientservices@emfmedicalaid.com.

10. Changes to This Policy

We may update this Privacy Policy from time to time. The "Last updated" date at the top of this page reflects the most recent revision.