Last Updated: 30^th November, 2025

This Privacy Policy explains how Orange Health Insurance Limited (“Orange Health”, “we”, “us”, or “our”) collects, uses, stores, processes, protects, and shares personal and sensitive information belonging to subscribers, dependants, corporate clients, HR representatives, service providers, website users, and mobile application users. As a licensed Private Commercial Health Insurance Scheme (PCHIS) operating under the laws of the Republic of Ghana, Orange Health is fully committed to maintaining the privacy, confidentiality, and security of your information in accordance with the Ghana Data Protection Act, 2012 (Act 843), the National Health Insurance Authority (NHIA) regulations, and all other applicable healthcare, insurance, and data protection laws.

By accessing our website, using our mobile app (Android or iOS), enrolling in any of our corporate or individual plans, submitting claims, utilising our telemedicine services, engaging our chatbot, or interacting with any of our digital platforms, you acknowledge that you have read, understood, and agreed to the terms of this Privacy Policy.

 

1. Introduction and Scope of Policy

This Privacy Policy governs the collection and processing of information through:

• The Orange Health Insurance official website
• Orange Health Mobile Application (Android and iOS)
• The Corporate Enrolment Portal
• The HR Dashboard and Corporate Benefits Platforms
• The Service Provider Portal
• Orange Health Chatbot, Teleconsult and Telemedicine Systems
• Digital ID Card Systems
• OTP Attendance and Claims Verification Systems
• Wellness Tools and Health Analytics Interfaces
• Claims Submission and Reimbursement Platforms

This Policy applies to all users including principal subscribers, dependants, corporate clients, HR departments, service providers, healthcare facilities, and anyone who uses any Orange Health digital service or engages with Orange Health representatives.

 

2. Legal Basis for Processing Information

Orange Health processes personal and medical information on the following legal bases:

• The explicit consent of the subscriber or dependant
• Contractual necessity for the delivery of insurance services
• Compliance with statutory obligations under Ghana law
• Legitimate business interests of Orange Health in fulfilling its mandate as a licensed health insurer
• Public interest grounds, particularly for fraud prevention, medical verification, and regulatory reporting
• The protection of vital interests of a member during medical emergencies

All data processing strictly aligns with the requirements of the Data Protection Act, NHIA standards, and international best practices for processing health data.

 

3. Categories of Information We Collect

3.1 Personal Identification Data

In order to facilitate enrolment, verification, claims processing, and communication, Orange Health collects personal identification information such as:
Full name, date of birth, gender, nationality, postal and residential addresses, email address, mobile number, Ghana Card number, emergency contact information, employment details, and corporate membership assignments.

3.2 Health and Medical Information

As an insurer providing healthcare services, we collect and process medical and health-related information, including but not limited to:
Past and current medical conditions, diagnostic test results, prescriptions, specialist reports, antenatal and postnatal care records, physiotherapy and psychiatric treatment data, ambulance usage information, hospitalization records, international referral documentation, and any other medical data required for pre-authorisation or claims adjudication.

3.3 Digital Platform and Authentication Data

When you use our digital services, we automatically collect device identifiers, login credentials, biometric authentication data (where enabled), IP addresses, location data for hospital facilitation, OTP verification timestamps, digital ID card usage logs, chatbot interactions, telemedicine call history, and analytics relating to user navigation and platform usage.

3.4 Corporate Enrolment and Dependant Information

For corporate clients, we collect workforce lists, HR submissions, company codes, dependant relationships, and employer-submitted demographic records to facilitate mass enrolment and plan activation.

3.5 Financial and Premium Information

We collect data relating to premium payments, bank transfer confirmations, electronic payment gateway records, financial reconciliation, and premium financing arrangements.

3.6 Documentation and Claims Evidence

We receive claim forms, scanned receipts, medical reports, prescriptions, invoices, clinical notes, and all additional documentation necessary for validating and approving claims.

 

4. How We Use Your Information

Orange Health utilises collected information exclusively for insurance service delivery, including but not limited to:

• Identifying and authenticating members
• Issuing digital and physical insurance ID cards
• Conducting pre-authorisations for medical procedures
• Processing claims, reimbursements, and utilisation reviews
• Offering 24/7 customer service and relationship management
• Facilitating hospital visits and appointments
• Providing telemedicine and second-opinion services
• Managing international medical referrals to India, South Africa, Dubai, the United Kingdom, and Germany
• Performing medical underwriting where required
• Providing retirement and aging healthcare advisory services
• Conducting health analytics, actuarial modelling, and risk assessments
• Enabling access to wellness programs, gyms, spas, and lifestyle discounts
• Ensuring regulatory compliance and audit-readiness
• Monitoring system usage for fraud prevention and cybersecurity integrity

 

5. Sharing of Information with Third Parties

We share information strictly on a need-to-know basis with:

5.1 Healthcare Providers in Ghana

This includes clinics, hospitals, laboratories, pharmacies, diagnostic centres, dental facilities and physiotherapy centres under our service provider network, spanning all 16 regions of Ghana.

5.2 International Medical Referral Partners

Data may be securely transmitted to partner hospitals in India, South Africa, UAE (Dubai), the United Kingdom, and Germany strictly for the purpose of medical referral coordination and treatment facilitation.

5.3 Corporate Clients & HR Departments

Where companies enrol employees under our corporate plans, Orange Health may share necessary utilisation, enrolment and plan-related data with HR representatives under strict confidentiality agreements.

5.4 Regulatory Institutions

We may disclose relevant information to the NHIA, the Data Protection Commission, the Financial Intelligence Centre, or law enforcement authorities when legally required.

5.5 Technology Partners

For SMS delivery, telemedicine platforms, hosting infrastructure, OTP systems, payment gateways, and chatbot operations, we engage secure third-party service providers who process data strictly under our direction.

Orange Health does not sell, rent, or commercialize your personal or health information.

 

6. Data Retention Policy

Records are retained in accordance with Ghanaian legal requirements and insurance regulatory obligations.

• Claims documentation is retained for a minimum of seven (7) years.
• Corporate enrolment records are retained for the duration of the contract plus five (5) years.
• Member medical records and usage data are stored for ten (10) years after policy termination for legal, actuarial, and audit purposes.

 

7. Data Security and Protection Measures

Orange Health employs a multi-layered data protection architecture, including:

• Encryption of all sensitive data during transmission and storage
• Enforced password policies and multi-factor authentication
• Role-based access control, ensuring staff access only the data they require
• Intrusion detection systems and threat monitoring
• Secure data centres and routine penetration testing
• Regular auditing of internal systems and data handling practices
• Strict confidentiality obligations for employees, service providers, and contractors

Despite our extensive security measures, no digital platform can guarantee absolute protection; however, Orange Health ensures industry-leading security to minimize risk.

 

8. User Rights Under Ghanaian Law

Subscribers have the right to:

• Request access to their personal or medical information
• Request correction or rectification of inaccurate records
• Request copies of their stored data
• Withdraw consent for non-essential data processing
• Request deletion of data (subject to regulatory retention rules)
• Decline marketing communications or disable certain app permissions

Requests may be submitted via email or through the mobile app settings.

 

9. Children’s Data

Orange Health collects data on dependants under the age of 18 only with the verified consent of a parent or legal guardian. We do not knowingly engage directly with minors outside of the parent–guardian framework.

 

10. International Data Transfers

Where international medical referrals are required, your data may be securely transmitted to hospitals and specialists in the United Kingdom, Dubai, South Africa, India, or Germany. All transfers comply with strict data security safeguards.

 

11. Cookies and Tracking Technologies

Our website uses cookies to enhance user experience, maintain login sessions, track analytics, and assist in fraud detection. Users may disable cookies through their browser settings, though doing so may impact certain functionalities.

 

12. Amendments to This Policy

Orange Health reserves the right to update or modify this Privacy Policy at any time. Any changes will be published on our website and updated on our mobile app before taking effect.

 

13. Contact Information

For privacy-related queries, please contact:

Our Data Protection Officer
Orange Health Insurance Ltd.
No. 98 La-Bawaleshie Road, East Legon, Accra
info@orangehealthinsurance.com
0303981722