Under FCA and Data Protection rules, we should only be speaking to those named on a policy but in order to speak to anyone but the lead passenger, the lead passenger must give permission to us first. For this reason, always check named representatives on all bookings and query calls and write booking history!
In the event that no-one else is named on the policy, we can only speak to the policy holder.
The only exceptions for the above is in special circumstances i.e. illness or bereavement, hard of hearing, child only policies and carers.
If a customer wishes to add another passenger to be a representative on their policy, please note their name, DOB and relationship to the insured in the booking history.
For any further info on DPA checks, please view this doc: DPA checks HX V GTG