Privacy Policy

1. Who we are and what this policy covers

AdjusterHQ is owned and operated by The Fifth Division Inc. This policy covers:

• this website, adjusterhq.com;
• the AdjusterHQ service, including the web application at app.adjusterhq.com and our mobile features (the “Service”); and
• the AdjusterHQ claim text messages program described in our SMS Terms.

Our two roles. AdjusterHQ is used by insurance adjusting firms and similar businesses (“Customers”). When a Customer and its users put information about a claim into the Service — for example, details about a policyholder, a claimant, a property or a loss (“Claim Data”) — we process that information on behalf of the Customer and under its instructions. The Customer controls its claim files and decides what is collected, who can see it and how long it is kept. If you are a policyholder or claimant, the adjusting firm handling your claim is responsible for your Claim Data, and its own privacy notice applies to how it uses it.

We are directly responsible for information about the people who use our website and hold AdjusterHQ accounts, and for records of our text-message program.

2. Information we collect

Account information

When a user is invited to or signs up for AdjusterHQ, we collect their name, email address, password (stored only as a secure hash), organization, role, and any profile details they add, such as a phone number or profile picture.

Claim Data (processed for Customers)

Depending on how a Customer uses the Service, Claim Data can include:

• names, addresses, phone numbers and email addresses of policyholders, claimants and other contacts;
• policy and claim numbers, insurer and loss details, and dates;
• photos, documents, reports, invoices, notes, tasks and messages;
• emails and attachments that users forward to their firm’s AdjusterHQ inbound email address;
• audio recordings and transcripts created with our voice features;
• the content of claim text messages and replies, which is also shown in the claim file.

Text-message consent records

For the AdjusterHQ claim text messages program we keep the recipient’s mobile number; the date, time and the user who recorded the recipient’s verbal consent; the recipient’s YES confirmation; any STOP or HELP requests; and the delivery status of the texts we send. See section 5.

Usage and device information

When you use the Service or visit this website, our hosting providers automatically record technical information such as IP address, browser and device type, pages requested, and the date and time of the request. We use this for security, troubleshooting and keeping the Service running. The Service also keeps an audit log of important actions taken in an account.

Information you send us

If you contact us, we keep your message and contact details so we can respond.

Cookies and analytics

This website does not use cookies, analytics or advertising trackers. The AdjusterHQ application uses cookies and browser storage that are strictly necessary to keep you signed in and to make the application work; it does not use them for advertising.

Do Not Track. We do not use advertising or analytics trackers, and we do not track users across other websites over time. Because we do not do this kind of tracking, we do not change our practices in response to “Do Not Track” browser signals.

3. How we use information

• to provide, maintain and secure the Service, including signing users in and preventing misuse;
• to process Claim Data as instructed by the Customer, including sending emails the Customer asks us to send;
• to operate the AdjusterHQ claim text messages program (see section 5);
• to provide AI-assisted features when a user chooses to use them (see below);
• to send service emails, such as invitations, password resets and account notices;
• to respond to support requests and communicate with Customers about their accounts;
• to troubleshoot, measure and improve the Service; and
• to comply with law, enforce our Terms of Service, and protect our rights and the rights of others.

AI-assisted features. When a user asks AdjusterHQ to draft a report or email, label photos, extract details from a document, transcribe audio or answer a question, the relevant content is sent to an AI model provider (see section 4) to generate the result. Results are suggestions for the user to review. We use these providers under their business API terms, which do not allow them to use our API data to train their models; they may retain it for a limited period under those terms, for example for abuse monitoring.

We do not use Claim Data for our own marketing, and we do not sell Claim Data.

4. How we share information

We share information only as follows:

• With the Customer. Claim Data and records of activity in a Customer’s account are available to that Customer and the users and guests it authorizes.
• With service providers that process information to provide services to us. They are listed in the table below.
• For legal reasons, when we believe in good faith that disclosure is required by law, subpoena or court order, or is necessary to protect the safety, rights or property of any person.
• In a business transfer, such as a merger, acquisition or sale of assets, subject to this policy.
• With your consent or at your direction.

We do not sell personal information, and we do not share it for cross-context behavioral advertising.

Service providers

We also use a password-breach check that receives only a short, anonymized fragment of a password’s hash, never the password itself. Messages you send to our company email addresses, such as our support address, are handled by our email hosting provider.

5. Text messages

Through the AdjusterHQ claim text messages program, AdjusterHQ sends transactional text messages to policyholders and claimants about their own open insurance claim, when that claim is handled by an adjusting firm that uses AdjusterHQ. We send these texts only after the recipient gives verbal consent to the adjuster, the adjuster records that consent in AdjusterHQ, and the recipient replies YES to our confirmation text. We never send marketing texts. Reply STOP at any time to opt out of all AdjusterHQ texts, or HELP for help. Full details are in our SMS Terms.

We use mobile numbers and consent records only to deliver the program, honor opt-outs, and demonstrate consent where the law requires. Text-messaging opt-in data and consent are not shared with any third parties, and no mobile information is shared with third parties or affiliates for marketing or promotional purposes (see section 4).

6. How long we keep information

• Claim Data is kept for as long as the Customer keeps it in the Service. When a Customer deletes a project, or asks us to close its account, we delete the related data and files from the live Service within a reasonable time, except the audit and security logs described below. Copies in backups are removed as those backups expire on their regular schedule.
• Raw forwarded emails received at a firm’s inbound address are deleted after 30 days; the message details and attachments filed on a project remain part of the Claim Data.
• Account information is kept while the account is active and for a reasonable period afterward.
• Text-message consent and opt-out records are kept for as long as needed to honor opt-outs and demonstrate consent under applicable law.
• Audit logs and security logs are kept for as long as needed for security, legal and compliance purposes.

7. Security

We protect information with measures that include encryption in transit (HTTPS/TLS), encryption of our databases and file storage at rest, access controls that limit each user to the data their organization permits, an audit log of important actions, and monitoring of our infrastructure. No method of storage or transmission is completely secure, so we cannot guarantee absolute security. If we learn of a security incident affecting your information, we will notify affected Customers or individuals as required by law.

8. Your rights and choices

Depending on where you live, you may have the right to ask for access to, correction of, deletion of, or a copy of your personal information, and to object to or limit certain uses of it. We honor these requests from everyone, wherever they live, as far as we reasonably can.

• How to make a request: email support@adjusterhq.com with the subject “Privacy request” and tell us what you are asking for.
• Verification: we will ask for enough information to confirm your identity before acting. You may use an authorized agent, and we may ask the agent to show that you authorized them.
• Timing: we respond within the time the law requires, and aim to respond within 45 days.
• No discrimination: we will not treat you differently for exercising your rights.
• Claim Data: if your request is about information in an insurance claim file, we will refer it to, and act on the instructions of, the adjusting firm that controls that file, because it decides how that information is handled. You may also contact that firm directly.
• Text messages: reply STOP to any AdjusterHQ text to stop receiving them.

9. Children

AdjusterHQ is a business service and is not directed to anyone under 18. We do not knowingly collect personal information from children. Claim files may contain information about minors that an adjusting firm includes as part of a claim; we process it only on that firm’s instructions.

10. Where information is stored

We are based in the United States and store the Service’s data in the United States. Some service providers may process information in other countries.

11. Changes to this policy

We may update this policy from time to time. We will post the updated policy on this page and change the “Last updated” date above. If a change is material, we will notify Customers by email or in the Service before it takes effect.

12. Contact us

The Fifth Division Inc.
Bowling Green, Kentucky
Email: support@adjusterhq.com