Privacy Policy

1 Introduction

Regenix Healthcare Services Limited ("Regenix", "Regenix HMO", "we", "us", or "our") operates a health maintenance organization and manages the RegiConnect platform (regiconnect.com, app.regiconnect.com) used by enrollees, dependents, healthcare providers, pharmacies, partner organizations, and our own staff.

This Privacy Policy describes how we collect, use, store, share, and protect personal information, including health information, when you visit our website, enrol in a health plan, use our web or mobile applications, or interact with our staff, providers, or support channels.

By using our services, you agree to the collection and use of information in line with this policy. If you do not agree with any part of it, please contact us before submitting your information.

2 Information we collect

The information we collect depends on how you interact with us — as a prospective member, an enrollee, a dependent, a provider, or simply a website visitor.

• Identity & contact details: full name, date of birth, gender, phone number, email address, residential address, and next-of-kin details.
• Enrolment & plan information: enrollee/member ID, organization or employer, plan type, dependents, and enrolment history.
• Health & medical information: consultation notes, diagnoses, prescriptions, treatment and referral records, authorization/PA codes, lab results, and billing/claims details submitted by providers on your behalf.
• Payment information: billing details, premium payment history, and claims/authorization amounts. We do not store full card numbers; payments are processed through licensed payment providers.
• Technical information: IP address, browser type, device information, and usage data collected automatically when you use our website or portals.
• Communications: messages, calls, and emails you send to our support lines, complaints channels, or the Regi Virtual Health Assistant.

3 How we use your information

We use the information we collect to:

• Process enrolment, verify eligibility, and administer your health plan or your dependents' cover.
• Coordinate care with providers, including authorizations, referrals, and treatment approvals.
• Process and settle claims, tariffs, and payments between Regenix, providers, and enrollees.
• Respond to enquiries, complaints, and support requests, including through the Regi Virtual Health Assistant.
• Send appointment reminders, plan notifications, renewal reminders, and service updates.
• Detect and prevent fraud, abuse, or unauthorized use of our systems.
• Meet regulatory, statutory, and reporting obligations, including those owed to NAICOM, NHIA, and other applicable regulators.
• Improve our website, portals, and services based on aggregated, non-identifying usage patterns.

4 Health & medical information

As an HMO, health information is central to the service we provide. We treat medical and health-related data as sensitive personal information and apply additional safeguards to it beyond our general security controls.

• Access to enrollee health records within RegiConnect is restricted by role — only authorized staff, the treating provider, and relevant claims/authorization personnel can view clinical details tied to a specific case.
• Health information is used strictly for care coordination, authorization, claims processing, and regulatory reporting — never for marketing.
• We do not sell health information to third parties, including advertisers, under any circumstance.
• Providers and pharmacies in our network are contractually required to handle enrollee health data with the same standard of confidentiality we apply internally.

5 How we share information

We share personal and health information only where necessary, and only with the following categories of recipients:

• Healthcare providers & pharmacies in our network, to deliver the care, prescriptions, or services you have been authorized for.
• Partner organizations (such as your employer or sponsoring organization), limited to enrolment and eligibility status — not clinical detail — unless you have consented otherwise.
• Regulators and government bodies, including NAICOM and the NHIA, where required by law.
• Service providers who support our operations (e.g. payment processors, SMS/email delivery, cloud hosting), bound by confidentiality and data-processing agreements.
• Legal or law-enforcement authorities, where disclosure is required to comply with a legal obligation, court order, or to protect the rights, property, or safety of Regenix, our members, or the public.

We do not share, rent, or sell your personal or health information to third parties for their own marketing purposes.

6 Data security

We apply administrative, technical, and physical safeguards designed to protect your information against unauthorized access, alteration, disclosure, or destruction, including:

• Role-based access control across staff, provider, pharmacy, and enrollee portals.
• Encrypted transmission of data between your device and our systems (HTTPS/TLS).
• Session-based authentication and access logging on RegiConnect.
• Regular review of access permissions and prompt revocation when staff or provider access is no longer required.

No system can be guaranteed 100% secure. If we become aware of a data breach affecting your personal information, we will notify you and the relevant regulator in line with applicable law.

7 Your rights

Subject to applicable law, you have the right to:

• Request access to the personal information we hold about you.
• Request correction of inaccurate or incomplete information.
• Request deletion of your information, where we are not otherwise required to retain it (e.g. for regulatory or medical record-keeping purposes).
• Object to, or request that we restrict, certain uses of your information.
• Withdraw consent for non-essential communications, such as marketing messages, at any time.
• Lodge a complaint with the Nigeria Data Protection Commission (NDPC) if you believe your data has been mishandled.

To exercise any of these rights, contact us using the details in Section 13. We may need to verify your identity before acting on a request.

8 Cookies & tracking

Our website uses cookies and similar technologies to keep you signed in, remember your preferences, and understand how our site is used so we can improve it. You can disable cookies in your browser settings, though some parts of the site or portal may not function correctly without them.

9 Data retention

We retain personal and health information for as long as your plan is active, and for a reasonable period afterward to meet legal, regulatory, medical record-keeping, and dispute-resolution requirements. When information is no longer needed for these purposes, we securely delete or anonymize it.

10 Children's privacy

We process information about children only where they are enrolled as dependents on a parent's or guardian's health plan, and only with the consent of that parent or guardian. We do not knowingly collect personal information directly from children through our public website.

11 Third-party links

Our website and portals may contain links to third-party sites, such as partner hospitals or payment providers. We are not responsible for the privacy practices of those third parties, and we encourage you to review their privacy policies before sharing information with them.

12 Changes to this policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we make material changes, we will update the "Last updated" date at the top of this page and, where appropriate, notify enrollees through the RegiConnect portal or by email.

13 Contact us

If you have questions about this policy, or want to exercise any of your data rights, reach out to us: