This Social Media User Agreement relates to our engagement with
You through Social Media (as defined below).
Please read these Policies and Guidelines carefully before You
start to engage with Us through Social Media.
By engaging with Us through Social Media, You indicate that You
have read, understood and agree to these Policies and
No warranty or representation is made to You or any
third party whatsoever that any content shown on Social Media (as
defined below) is true, accurate and not misleading in any way.
There is absolutely no assurance that any content contained on
Social Media is true, accurate or up-to-date.
Any content on Social Media is not endorsed in any way by Us.
Please see the clause below entitled "Our Liability" for details of
Unless specifically defined in the following Policies and
Guidelines the following words have the following meanings for the
purposes of these Policies and Guidelines unless the context
"Contribution" any posting by You on Social
Media for the purpose of engaging with Us
"You" any person who engages with Us through
"Your" will be construed accordingly;
"Social Media" Online social networking sites
including, without limitation, blogs, Twitter, Facebook, LinkedIn
Myspace through which We Engage with You.
"We" / "Us" Cornish Mutual Assurance Company
Limited and "Our" will be construed accordingly;
In the same way that We are committed to offering Our members
(Members) an honest, open and straightforward approach to insurance
We would like all Our dealings on Social Media sites to be honest,
open and respectful. We therefore ask all people who wish to work
and interact with us to join us in furthering our business
relationships by signing up to our user agreement.
We are committed to the following:
1) Offering an open and honest approach to all dealings with
existing and prospective Members (Prospective Members).
2) Providing clear and fair communications from all Our staff or
suppliers, who when using Social Media on Our behalf
will state their name and who they are in all
3) Giving clear information on how if problems do occur We will
resolve issues in advance of them happening (see our Social
Media Guidelines for more information)
4) Developing a culture of listening and talking to Our
5) Demonstrating that Our aim is to offer an open and honest
approach to Members by responding to problems in
In return we ask Members and Prospective Members to:
1) Show respect and understanding to Our staff and
2) Give your real identity when talking to Us so you can start a
long term relationship with Us
3) Acknowledge that problems may occur and give Us the time and
information to effectively address issues
4) Share any issues you may have either directly with Us or through
a medium in which We can respond so We can work with You to
resolve the problem.
5) Try and approach Us with an open mind and be open to what We are
trying to say.
By working with Members, Prospective Members and the wider
community in the ways outlined above We, Our staff and suppliers
hope to foster long-term sustainable relationships with people in
the rural community.
This is Our version of the customer company pact which we have also
signed up to, see: www.ccpact.com for further information.
Our Social Media Guidelines
We have adopted the following Policies and Guidelines in
relation to Our engagement with You through Social Media. Before
engaging with Us in any Social Media network or forum please read
these Social Media Policies and Guidelines We ask anyone involved
in Social Media activities with Our users and employees to agree to
them and any engagement by You with Us through Social Media means
that you accept, and agree to follow these Policies and
Information and comments
Any advice or guidance offered within Social Media for the
purpose of engaging with Us are the views of the individual and do
not necessarily reflect Our official position. We expressly exclude
Our liability for any loss or damage arising from the use of Social
Media by You in contravention of these Polices and Guidelines. See
"Our Liability" section. We reserve the right to promptly remove
any Contribution which we deem to be potentially defamatory to any
person, unlawful or in violation of any third party rights.
Whilst We take all reasonable steps to ensure that the information
posted online is accurate and up-to-date, it is nonetheless
supplied on an "as is" basis and accordingly We do not accept any
liability for any errors or omissions.
If You are in any doubt as to the validity of information made
available please seek verification by contacting Us. Please email
email@example.com or call
We intend to use Social Media platforms such as Facebook and
Twitter to engage with people on discussions around topics
including insurance and the rural community. Whilst encouraging
dialogue We will also post news and information relating to Us and
any related companies or campaigns that we feel are relevant to our
Members, fans and followers. This could include gauging opinion,
posting news on the organisation's activities or offering advice on
issues relating to insurance like health and safety.
In engaging with Us through Social Media You agree to use Social
Media only for lawful purposes and in accordance with these
Policies and Guidelines, and in a way that does not infringe the
rights of, restrict or inhibit anyone else's use and enjoyment of
We do not support difficult or prohibiting behaviour such as
harassing or causing distress or inconvenience to any person,
transmitting obscene or offensive content or disrupting the normal
flow of dialogue within Social Media platforms.
Comment Moderation Policy
We welcome constructive, honest, open, insightful, civil and
tasteful contributions that relate to the content posted.
We will not moderate Contributions. We will not be responsible as
author, editor or publisher for any Contribution and we expressly
exclude our liability for any loss or damage arising from the use
of Social Media by any person in contravention of these Policies
and Guidelines. We reserve the right to either remove or not post
comments that We consider to be defamatory of any person or which
We deem unlawful or in violation of any third party rights
including, without limitation:
Offensive or use of inappropriate language - we
ask that all contributions are constructive, polite and not posted
with the intention of causing trouble.
Spam, links or off topic material - comments
should be specific to the subject and nobody likes spam - if We
deem it necessary We will use no-follow links.
Personal attacks - You are welcome to question
or argue content but if this approach becomes an aggressive or
personal attack then it is unwelcome and We reserve the right to
remove any such Contributions.
Advertising, promotion or sales links - We
reserve the right to remove Contributions that include blatant
advertising or promotion
Contributions in languages other than English -
will not be responded to and we reserve the right to remove such
Contributions. Regrettably we cannot accept postings in Cornish as
no staff currently speak the language.
Impersonation - if We believe someone is
impersonating another individual We reserve the right to remove any
Use of inappropriate (e.g. vulgar, offensive etc) user
names - Contributions must be made in Users' true names so
that We can start a relationship by knowing Your identity. If We
consider User names to be inappropriate We reserve the right to
either remove or not post Contributions.
We expressly exclude Our liability for any loss or damage
arising from Contributions by any person in contravention of these
Policies and Guidelines.
Our online interaction policy
We seek to develop an open and honest dialogue with Our Members
and Prospective Members and the wider community. Although We look
forward to engaging with people there will be times when We are
unable to respond as quickly as You may wish or We choose not to.
Here We give you an idea of the types of conversations We will
engage in and others We will not.
Our policy on dialogue
Spam and off-subject comments - We won't
respond to these types of posts.
Defamatory comments - if We consider remarks to
be insulting, offensive or slanderous We will not respond and
reserve the right to remove such Contributions.
Remarks containing misinformation - We will
endeavour to correct any information We find misleading or
incorrect as soon as possible.
Rebellious or trolling comments - We are happy
to hear different opinions but if We decide that the purpose of
these comments is for provocation and controversy thus taking the
emphasis away from the true debate We will not respond.
Contributions should comply with the following content
A Contribution must:
- Be accurate (where it states facts).
- Be genuinely held (where it states opinions).
- Comply with the law applicable in England and Wales and in any
country from which it is posted.
- Be relevant.
A Contribution must not:
- Be defamatory of any person.
- Be obscene, offensive, hateful or inflammatory.
- Promote discrimination based on race, sex, religion,
nationality, disability, sexual orientation or age.
- Disclose the name, address, telephone, mobile or fax number,
email address or any other personal data in respect of any
- Infringe any copyright, database right or trade mark of any
- Breach any legal duty owed to a third party, such as a
contractual duty or a duty of confidence.
- Be in contempt of court.
- Be likely to harass, upset, embarrass, alarm or annoy any other
- Impersonate any person, or misrepresent your identity or
affiliation with any person.
- Give the impression that the Contribution emanates from Us if
this is not the case.
- Advocate, promote, incite any third party to commit, or assist
any unlawful or criminal act.
- Contain a statement which you know or believe, or have
reasonable grounds for believing, that members of the
public to whom the statement is, or is to be, published are
likely to understand as a direct or indirect encouragement
or other inducement to the commission, preparation or
instigation of acts of terrorism.
- Contain any advertising or promote any services or web links to
Our dialogue standards
We commit to the following standards when engaging in online
Response times - We will try and respond to online
comments as soon as is reasonably practicable. Our office is open
Monday to Friday 9-5pm.
Unfortunately We will not always be able to respond to all
questions or comments posted over social networks - questions or
enquiries should be sent to
Open and honest - We believe in an honest and open
approach to business and will strive to ensure that all our posts
are as complete and accurate as possible.
Errors - if We do discover that we've made a
mistake or posted inaccurate information We will endeavour to
correct it as soon as possible.
Confidentiality - We will not engage in any
public conversations around information We believe to be
Disclosure - Our staff and/or suppliers will
always disclose their name and title when engaging in public
If You have any questions or comments you wish to share directly
with Us please email firstname.lastname@example.org
or call 01872 277151.
Reliance of information posted
Commentary, Contributions and other materials posted on Social
Media for the purposes of engagement between You and Us are not
intended to amount to advice on which reliance should be placed. We
therefore disclaim all liability and responsibility arising from
any reliance placed on such materials by You, or by anyone who may
be informed of any of its contents.
Any of the material on Social Media sites may be out of date at
any given time, and We are under no obligation to update such
The material displayed on Social Media Sites is provided without
any guarantees, conditions or warranties as to its accuracy. To the
extent permitted by law, We, other members of Our group of
companies and third parties connected to us hereby expressly
- All conditions, warranties and other terms which might
otherwise be implied by statute, common law or the law
- Any liability for any direct, indirect or consequential loss or
damage incurred by You in connection with your engagement with
Us through Social Media or in connection with the use, inability to
use, or results of the use of Social Media, any websites linked to
it and any materials posted on it, including:
- loss of income or revenue;
- loss of business;
- loss of profits or contracts;
- loss of anticipated savings;
- loss of data;
- loss of goodwill;
- wasted management or office time; and
whether caused by tort (including negligence), breach of
contract or otherwise, even if foreseeable, provided that this
condition shall not prevent claims for loss of or damage to Your
tangible property or any other claims for direct financial loss
that are not excluded by any of the categories set out above.
This does not affect our liability for death or personal injury
arising from our negligence, nor our liability for fraudulent
misrepresentation or misrepresentation as to a fundamental matter,
nor any other liability which cannot be excluded or limited under
Internal guidelines for staff on how social media processes
should be dealt with
These are Our guidelines for staff and suppliers who engage with
You through Social Media on our behalf. If You create or contribute
to blogs, social networks or any other kind of Social Media then
You need to be able to understand and follow these guidelines. They
will continue to evolve as new technologies develop so please
ensure you keep up to date.
Our principle approaches to Social Media are as follows:
- Talk about Our areas of expertise offering Our unique
perspective on what's going on in insurance and the
- Post purposeful, respectful comments-in other words, no spam
and no remarks that are off-topic or offensive.
- Always think before posting if You are concerned about an
aspect of your post discuss it with a colleague first.
- Acknowledge or reply to comments in a timely manner, when a
response is appropriate.
- Respect proprietary information and content, and
- When disagreeing with others' opinions, keep it appropriate and
Be transparent - Your honesty-or
dishonesty-will be quickly noticed in the Social Media environment.
If You are blogging about Us or your work for Us, use your real
name and give your position in the company. If We have a vested
interest in what you are discussing make sure you are the first to
point it out. Don't forget it is still important to keep
confidentiality around company information and content.
Be judicious - ensure that all statements are
fair, clear and not misleading and that they can be substantiated
and approved. Ask permission before publishing internal reports or
conversations. Never comment on anything related to legal matters
without prior approval.
If you want to write about the competition, make sure you know
what you are talking about and that you have the appropriate
permission. Never criticise or knock the competition. Also be smart
about protecting yourself, your privacy, and Our confidential
information. What you publish is widely accessible and will be
around for a long time, so consider the content carefully.
Write what you know - ensure that what You
write and post is relevant to Our areas of expertise in insurance
and the rural community. Always ensure that someone with the
relevant expertise within Cornish Mutual has approved the post you
Perception is reality - in online social
networks, the lines between public and private, personal and
professional are blurred. Remember Our behaviours in particular
being proud to be Cornish Mutual and ensure that all content
associated with you is consistent with Our values and
Style of communication - when writing a post
use a conversational style and ensure Your language is honest and
Your Responsibility: What You write is
ultimately your responsibility. Participation in Social Media on
Our behalf is not a right but an opportunity, so please treat it
seriously and with respect. Please also follow the terms and
conditions for any third-party sites. Failure to adhere to these
guidelines could put Your participation at risk.
Did you make a mistake? If You make a mistake,
admit it. Be upfront and be quick with your correction. If You're
posting to a blog, you may choose to modify an earlier post-just
make it clear that you have done so.
Check what you're about to publish - always
double check Your work and if you have any concerns about what you
are about to publish stop and discuss it with your line
Guidelines for Our staff who engage in Social Media outside of
We would like to remind all staff who are engaged in non-work
activities using communications over Social Media that the normal
Terms of security and confidentiality apply.
Should you post any information that is confidential to Us or
personal data, behave in a manner that is detrimental to Our brand,
criticise other staff or Us, post activities like You're taking a
sickie or post disparaging remarks about colleagues the same
disciplinary procedures will apply as if this behaviour had been
Use of the Social Media by minors
Engagement with Us through Social Media by a minor is subject to
the consent of their parent or guardian. We advise parents who
permit their children to engage with Us through Social Media that
it is important that they communicate with their children about
their safety online. Minors who engage with Us through Social Media
should be made aware of the potential risks to them and of their
obligation to comply with these Policies and Guidelines when making
Changes to these Policies and Guidelines
We may revise these Policies and Guidelines at any time. You are
expected to check this page from time to time to take notice of any
changes we make.