FAQ

“The art and science of asking questions is the source of all knowledge” – Thomas Berger

The cost of a RiskEye subscription includes the Insurance premium & 5% government levy of €120.00

How Does RiskEye Work?

RiskEye is there to protect your business online reputation 24/7.

We DETECT by monitoring the digital stream 24/7 365 and use human surveillance for risk assessment.

We ALERT you by Text, Email or Phone re: any risks found.

You are PROTECTED by an insurance policy which is designed to provide the money should reputational harm occur.

We provide seamless escalation to global public/media relations and legal firms to proactively manage any reputational damage up to £/€50,000 value.

We’re there 24/7 with live agent support because we know speed matters when dealing with online damage.

Whether the risk has been generated online by a customer, an employee, a troll, a supplier, a regulator or an anonymous source, we are there to manage, protect and restore your reputation.

How Does Monitoring & Alerts Work?

What do you monitor?

We monitor your brand’s public social media accounts and mentions of your brand / company name online. You can also notify us of potentially damaging posts occurring on private networks.

Why not self monitor?

You can’t physically be online 24 hours a day – you need to sleep. Our monitoring service picks up realtime mentions, notifying you before damage occurs.

How do I self report for closed networks?

Calling 1800 814 050 or emailing us click here

Are my Facebook and Twitter competitions/campaigns covered?

Yes. If you have exceeded your fair data usage policy, additional cost will apply.  This cost will be billed separately.  

What happens if I go over my fair usage policy?

Each package you purchase has a set number of data units per month. Once you exceed your plan allocated units additional costs will be incurred.  Monthly unit limits are non transferable.

I have multiple retail outlets – do I need separate subscriptions?

Our plans allow for up to 10 social media accounts to be monitored with each plan containing a number of units which are covered.  If you have any questions as regards the suitability to your business please contact us at info@riskeye.com

How do I get alerts?

Alerts can be sent by email, text or phone depending on the level of risk assessed. You control how we contact you by supplying us with your preferred contact details/choice. However, our aim is to minimise and de-risk your business and we recommend you provide the 3 contact points.

Who Am I Insured With?

Who am I insured with?

RiskEye Reputation Guard Insurance is underwritten by by AIG Europe Limited and administered in the Republic of Ireland by Glennon.

How Do I Activate The Policy?

RiskEye activate the policy immediately upon harm detected. We work to minimise risk and harm to your reputation and therefore we act as soon as we have evaluated the threat/harm.

Do I Have to Buy Online?

No. You can purchase RiskEye through many channels including your insurance broker.

I Have Questions on The Insurance Policy.

Please contact us here.

How Does the AIG Europe Ltd Policy Operate?

The insurance policy with AIG Europe Ltd is arranged by Glennon Insurance and they have agreed the claims process with AIG Europe Ltd. There are pre-agreed service level agreements between AIG Europe Ltd and the service providers and the process is seamless. In the event that there is a need to trigger the policy this will be done based on the service agreements and will happen automatically. Glennon Insurance will oversee the administrative process of completing the claim with AIG Europe Ltd.

How Does the Mitigation Work?

Public/media relations

What public/media relations service do I receive?

Our public/media relations experts provide the skills and resources to proactively manage your crisis.  This includes services such as press statements, suggested response, training for handling media queries, expert advice on how to handle the crisis.

Legal

What legal services are included in the RiskEye offering?

We will endeavour to achieve the removal of offending articles  if the following criteria have been reached:

Clear defamation.

Person is fully identifiable and an address of residence is established.

What does RiskEye do if I can’t identify the individual concerned?

The legal team will asses the situation and if defamation is established they may attempt to remove the post from the site on which it is published.  The insurance does not cover the cost of identifying anonymous posts.  This is something you may have to pursue independently.

What is defamation?

Defamation must contain the following:

Statement must lower the individual in the eyes of right thinking members of society.

There must be publication, the individual must be identifiable.

What if somebody deletes it after RiskEye has alerted me to it?

We cannot guarantee to have captured the data prior to deletion and it is important that once the alert is sent you secure photographic evidence.

Can you remove content about me?

Where you’re covered and the problem is new then we endeavour to remove your content at source once harm has been proven.

Monthly and Annual Subscriptions?

RiskEye Credit Cards

We accept all major debit and credit cards. Your insurance coverage will operate from the time that RiskEye confirm that the service has gone live and monitoring has commenced. Our site is fully PCI compliant and your safety and security is important to us.

Failed Payments

RiskEye subscription is payable monthly in advance. If your monthly payment fails we will notify you. Should further payment attempts fail you can no longer avail of RiskEye services. This includes the AIG Europe Ltd Insurance protection as this is conditional on an insured having access to RiskEye services.

Cancellation Policy

If this service is not suitable for you and you wish to cancel your subscription, you must contact RiskEye™ here within 14 days of purchase. We will refund the the subscription you have paid within 5 working days of the date you contacted us. Providing that you have not recieved any alerts, made an insurance claim or experienced a crisis which could give rise to an insurance claim.

RiskEye™ reserves the right to cancel a subscription for failure to comply with these Conditions Terms of use.

The AIG Europe Ltd insurance policy is subject to separate cancellation conditions as follows;

Cancellation by Insurer or Policyholder…

1. AIG Europe Ltd Policy Clauses

Cancellation by Policyholder

This policy may be cancelled by the insured at any time only by mailing written prior notice to the Insurer or by surrender of this policy to the Insurer or its authorised agent. In such cases, if no Loss has been made and no circumstance has been notified prior to such cancellation, the Insurer shall retain the customary short rate proportion (unexpired portion of Premiums less handling charges) of the Premium. Otherwise the Premium shall not be returnable and shall be deemed fully earned at cancellation.

Cancellation by Insurer

This policy may be cancelled by the Insurer delivering to the Insured by registered, certified, other first class mail or other reasonable delivery method, at the address of the Insured set forth in the schedule, written notice stating when, not less than (30) days thereafter (or ten(10) days in the event of cancellation for non-payment of the Premium), the cancellation shall be effective. Proof of mailing or delivery of such notice shall be sufficient proof of notice and this policy shall be deemed cancelled as to all Insureds at the date and hour specified in such notice. In such case, the Insurer shall be entitled to a prorata proportion of the Premium. Payment or tender of any unearned Premium by the Insurer shall not be a condition precedent to the effectiveness of cancellation, but such payment shall be made as soon as practicable.

2.Consumer Distance Sales Information

What will happen if I or the Insurer want to cancel the policy?

You (the consumer) can cancel your policy at any time by writing to us or your Insurer. The policy will be cancelled on the date we or your Insurer receive your request in writing or your Insurer may cancel your policy by writing to you and giving you notice of the cancellation of your insurance as provided for in your policy.

Will I receive a refund when my policy is cancelled?

Provided that no incident giving rise to a claim has occurred in the current period of insurance, you will be entitled to proportionate return of the premium for the unexpired period of insurance.If you cancel during the first year of insurance (outside the cooling off period), an administration charge will apply.

What will happen if I miss an instalment payment?

If you pay your premium by instalments we may cancel the policy if you miss a payment. We will write to you allowing twenty-one days to make the payments before the policy is cancelled.

RiskEye Other Payment Methods

RiskEye will also accept cheque payments. On receipt of payment your cover will commence immediately. Delays in cheque payments may delay your service start date.

Alerts - What to Expect

Alerts – What to Expect?

Alerts are in place to give you warning that something is happening in the digital world that you need to be made aware of. Not all require an action. We issue two types of alerts:

Medium Priority Alert

This is usually an email if we deem it not time sensitive. This will normally be for any negative material. Examples range from anything negative in terms of your product, service or brand, to somebody posting an inappropriate post during a facebook/twitter competition.

High Priority Alert

This is a text alert and an email alert which means that we would like you to be aware that something damaging is happening and requires an intervention. At this point your RiskEye Team will assist you through the issue and escalation to Public/Media Relations / Legal advice will be provided immediately.

What to Do When You Get An Alert

Alerts arriving on your email/phone may be very distressing and the important thing to remember that this constant vigilance will ensure that your digital presence is kept in its best standing possible. When an alert arrives if you believe that you can deal with personally then by all means do. Actions such as removing damaging remarks from Facebook can seem straight forward but we are here 24/7 to help you if required, as every issue comes with its own set of unique conditions and this is what we are here for.

Medium Alert Arrived, What to Do Next?

Most medium alerts will be advising you of what we have assessed to be a negative risk. This is usually a customer complaint, an employee having a rant, a troll. The aim of the alert is to take note and also to ensure that it is dealt with in some way. Before you commence anything we would like you to just reflect before you answer it. Alerts may come at all times during day and night and we would recommend that you keep the responses to customers within normal business hours. It is possible to acknowledge the complaint and leave the full response till you are back at your desk.

High Priority Alert has arrived what do I do next?

We would recommend that you immediately call us and discuss the data surrounding this alert. If we have assessed it as high we believe that this is an imminent threat and needs urgent expert attention. You will have access to experts who deal with these issues daily and the best course of action can be agreed together.

Who Should Get The Alerts?

We ask on sign up for your phone number and email and in most cases a mobile is given. If you have entered a landline then text alerts will not be sent. If you wish to subsequently add a mobile please call the RiskEye Team on the contact details at the end of the page. We can also add up to five people to your email alerts free of charge so please let us know of any additional contacts you have.