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Confidentiality

AWP Assistance UK Ltd trading as Mercedes-Benz Warranty Services only ever uses any customer data it receives to carry out the services for which customers have signed up and with their agreement for details to be passed to named third parties for any other marketing activities.

Our approach on privacy

We use tracking software to monitor customer traffic patterns and site usage to help us develop the design and layout of the site. This software does not enable us to capture any personally identifying information.

Cookies policy

We use cookies to record the preferences of visitors, to enable us to optimize the design of our website. Cookies are small files which are stored on your hard drive. They ease navigation, and increase the user-friendliness of a website. Cookies also help us to identify the most popular sections of our website. This enables us to provide content that is more accurately suited to your needs, and in so doing improve our service. Cookies can be used to determine whether there has been any contact between us and your computer in the past. Only the cookie on your computer is identified. Personal details can be saved in cookies, provided that you have consented to this, for example, in order to facilitate secure online access so that you not need to enter your user ID and password again.

The cookies we use fall into the following categories:

Strictly Necessary Cookies

These cookies are essential in order to enable you to move around the website and use its features, such as accessing secure areas of the website. Without these cookies services you have asked for cannot be provided.

Performance Cookies

These cookies collect information about how visitors use a website, for instance which pages visitors go to most often, and if they get error messages from web pages. These cookies do not collect information that identifies a visitor. All information is aggregated therefore anonymous. It is only used to improve how a website works.

Google Analytics cookies

These cookies allow our website to remember choices you make (such as your user name, language or the region you are in) and provide enhanced more personal features. The information these cookies collect may be anonymised and they cannot track browsing activity on other websites.These third-party cookies are used to collect information about how visitors use our site. The information is used to compile reports to improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. 

Google privacy policy

To opt out of being tracked by Google Analytics across all websites visit Google Analytics Opt-out Browser Add-on. Please note that we are not responsible for the content of external websites.

Hotjar cookies

We use Hotjar in order to better understand our users 'needs and to optimize this service and experience. Hotjar is a technology service that helps us better understand our users' experience (eg how much time they spend on which pages, which links they choose to click, what users do and don't like, etc.) and this enables us to build and maintain our service with user feedback. Hotjar uses cookies and other technologies to collect data on our users' behavior and their devices. This includes a device's IP address (processed during your session and stored in a de-identified form), device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. Hotjar stores this information on our behalf in a pseudonymized user profile.

Hotjar is contractually forbidden to sell any of the data collected on our behalf. For further details, please see the 'about Hotjar' section of Hotjar's support site.

Name

Description

Duration

Data type

_hjClosedSurveyInvites

Hotjar cookie that is set once a visitor interacts with an External Link Survey invitation modal. It is used to ensure that the same invite does not reappear if it has already been shown.

365 days

Boolean true/false

_hjDonePolls

Hotjar cookie that is set once a visitor completes a survey using the On-site Survey widget. It is used to ensure that the same survey does not reappear if it has already been filled in.

365 days

Boolean true/false

_hjMinimizedPolls

Hotjar cookie that is set once a visitor minimizes an On-site Survey widget. It is used to ensure that the widget stays minimized when the visitor navigates through your site.

365 days

Boolean true/false

_hjShownFeedbackMessage

Hotjar cookie that is set when a visitor minimizes or completes Incoming Feedback. This is done so that the Incoming Feedback will load as minimized immediately if the visitor navigates to another page where it is set to show.

365 days

Boolean true/false

_hjid

Hotjar cookie that is set when the customer first lands on a page with the Hotjar script. It is used to persist the Hotjar User ID, unique to that site on the browser. This ensures that behavior in subsequent visits to the same site will be attributed to the same user ID.

365 days

UUID

_hjRecordingLastActivity

This should be found in Session storage (as opposed to cookies). This gets updated when a visitor recording starts and when data is sent through the WebSocket (the visitor performs an action that Hotjar records).

Session

Numerical Value (Timestamp)

_hjTLDTest

When the Hotjar script executes we try to determine the most generic cookie path we should use, instead of the page hostname. This is done so that cookies can be shared across subdomains (where applicable). To determine this, we try to store the _hjTLDTest cookie for different URL substring alternatives until it fails. After this check, the cookie is removed.

Session

Boolean true/false

_hjUserAttributesHash

User Attributes sent through the Hotjar Identify API are cached for the duration of the session in order to know when an attribute has changed and needs to be updated.

Session

Hash

_hjCachedUserAttributes

This cookie stores User Attributes which are sent through the Hotjar Identify API, whenever the user is not in the sample. These attributes will only be saved if the user interacts with a Hotjar Feedback tool.

Session

JSON

_hjLocalStorageTest

This cookie is used to check if the Hotjar Tracking Script can use local storage. If it can, a value of 1 is set in this cookie. The data stored in_hjLocalStorageTest has no expiration time, but it is deleted almost immediately after it is created.

Under 100ms

Boolean true/false

_hjIncludedInPageviewSample

This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site's pageview limit.

30 minutes

Boolean true/false

_hjIncludedInSessionSample

This cookie is set to let Hotjar know whether that visitor is included in the data sampling defined by your site's daily session limit.

30 minutes

Boolean true/false

_hjAbsoluteSessionInProgress

This cookie is used to detect the first pageview session of a user. This is a True/False flag set by the cookie.

30 Minutes

Boolean true/false

_hjFirstSeen

This is set to identify a new user’s first session. It stores a true/false value, indicating whether this was the first time Hotjar saw this user. It is used by Recording filters to identify new user sessions.

Session

Boolean true/false

hjViewportId

This stores information about the user viewport such as size and dimensions.

Session

UUID

_hjRecordingEnabled

This is added when a Recording starts and is read when the recording module is initialized to see if the user is already in a recording in a particular session.

Session

Boolean true/false

Targeting Cookies or Advertising Cookies

These cookies are used to deliver adverts more relevant to you and your interests. They are also used to limit the number of times you see advertisement as well as help measure the effectiveness of the advertising campaign. They are usually placed by advertising networks with the website operator's permission. They remember that you have visited a website and this information is shared with other organisations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organisation. 
In addition some cookies are session cookies and only exist for the duration of your visit. Other cookies are more persistent and stay on your machine until they expire or are deleted. We use both types of cookies. 
You do not need to accept cookies. The site below tells you how to remove cookies from your browser. Please note if you set your browser to disable cookies this may result in a reduced availability of the services provided by our website.

For further information visit aboutcookies.org.

By continuing through this website you consent to our use of cookies in accordance with this policy.

Security of information

We consider the security of our customer's Personal Information as an important and necessary part of the responsible management of our corporate data. We take all reasonable steps to ensure that their information is secure and is safeguarded from loss, misuse, unauthorised access, modification or disclosure. All information is kept on a specifically designed database for our use. We will only disclose Personal Information with a customer's agreement and in order to fulfil our obligations in respect of the provision of services to our customers.

Notification of changes

If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and in what circumstances we disclose it.

The safety of your personal details

We know that when you purchase items or services online you want your personal details and your credit or debit card information to be private and secure. We are committed to providing this security for you. Our secure-server software encrypts all the details in your online transaction. The encryption process takes the characters you enter and converts them into a coded form, which is then securely transmitted. What this means for you: If you have problems using our secure system, it may be that your browser does not support our encryption system. In this case, contact your browser provider (eg Netscape or Internet Explorer) for further advice.

Mercedes-Benz Extended Warranty is underwritten by AWP P&C SA and administered in the UK by AWP Assistance UK Ltd, registered in England No. 1710361. Registered Office PO Box 74005, 60 Gracechurch Street, London EC3P 3DS.

AWP Assistance UK Ltd is authorised and regulated by the Financial Conduct Authority.