Privacy Policy

1. Information We Collect

We collect the following categories of information:

• Account information. Name, business name, email address, phone number, role, and login credentials when you create an account or request a demo.
• Agency configuration content. Information you provide so the AI can represent your agency — such as your hours, coverage lines, carrier details, FAQs, routing rules, scripts, and appointment preferences.
• Conversation data. Call audio and recordings (where enabled), transcripts, chat messages, AI-generated summaries, and metadata such as timestamps, duration, and caller phone number.
• Lead and contact information. Information end users voluntarily provide during a conversation, such as name, contact details, and the coverage they are asking about.
• Billing information. Subscription plan, billing contact, and payment status. Full card details are processed by our payment processor and are never stored by us.
• Technical and usage data. IP address, browser and device type, pages viewed, referring URLs, log data, and feature usage.
• Support communications. Messages, attachments, and correspondence you send us.

We do not intentionally collect sensitive categories of personal information (such as health information or government identifiers), and we ask that you do not submit them through the Service. InsureRecord is not a HIPAA-compliant service and must not be used to process Protected Health Information.

2. How We Use Information

• To provide, operate, maintain, and secure the Service.
• To answer calls and chats, qualify leads, schedule appointments, and route conversations on your behalf.
• To generate transcripts, summaries, and reporting for your agency.
• To create and manage accounts, authenticate users, and process subscriptions.
• To provide customer support and respond to inquiries.
• To monitor, troubleshoot, and improve reliability, accuracy, and performance.
• To detect, prevent, and investigate fraud, abuse, or violations of our Terms of Service.
• To send service notices and, where permitted, occasional product updates. You can opt out of marketing messages at any time.
• To comply with legal, tax, and regulatory obligations.

We do not sell your information, and we do not use your conversation content to train third-party foundation AI models. Where we use aggregated or de-identified data to improve the Service, it cannot reasonably be used to identify you, your agency, or your clients.

3. Call Recording and Consent

Recording and transcribing telephone conversations is regulated in many jurisdictions. You are responsible for obtaining any notice or consent required by applicable law before recording or transcribing a call, including any all-party consent requirements. We provide configurable disclosure and greeting options, but the decision to use them and compliance with applicable law remain your responsibility.

4. Cookies and Similar Technologies

We use cookies, local storage, and similar technologies to keep you signed in, remember preferences, maintain session security, and understand how the Service is used. Categories include:

• Strictly necessary — authentication, security, and core functionality. These cannot be disabled.
• Preference — remembering settings and interface choices.
• Analytics — aggregate usage and performance measurement.

You can control cookies through your browser settings. Blocking strictly necessary cookies may prevent parts of the Service from working. We do not use third-party advertising or cross-site tracking cookies.

5. Third-Party Services

We rely on carefully selected service providers to deliver the Service. They may process information only on our instructions and under contractual confidentiality and security obligations. These include providers of:

• Cloud hosting, storage, and content delivery.
• Database, authentication, and file storage infrastructure.
• Telephony and voice connectivity for inbound and outbound calls.
• Speech-to-text, language model, and AI processing services used to understand and respond to conversations.
• Payment processing and subscription billing.
• Email delivery, customer support, and product analytics.
• Calendar and scheduling integrations you choose to connect.

We may also disclose information to professional advisers, to authorities where required by law or valid legal process, to protect rights and safety, or in connection with a merger, acquisition, financing, or sale of assets (in which case we will notify you of any material change in how your information is handled).

6. Data Security

We use appropriate technical and organizational safeguards designed to protect information, including encryption in transit (TLS), encryption of stored audio and transcripts, access controls and least-privilege permissions, logging and monitoring, and regular review of our providers. No method of transmission or storage is completely secure, so we cannot guarantee absolute security. Please use a strong, unique password and notify us promptly at randy@insurerecord.com if you suspect unauthorized access to your account.

7. International Transfers

We are based in the United States, and information may be processed in the United States or other countries where we or our providers operate. Where information is transferred from the European Economic Area, the United Kingdom, or Switzerland, we rely on appropriate safeguards such as Standard Contractual Clauses.

8. Your Rights and Choices

Depending on where you live, you may have the right to request access to the personal information we hold about you, correction of inaccurate information, deletion, restriction of or objection to certain processing, portability, and withdrawal of consent. Residents of California and other U.S. states with comprehensive privacy laws may also have the right to know what information is collected, to request deletion or correction, and not to be discriminated against for exercising those rights. We do not sell personal information or share it for cross-context behavioral advertising.

To exercise a right, email randy@insurerecord.com. We will verify your request and respond within the time required by applicable law. Where an agency uses InsureRecord to handle its own client conversations, that agency is the controller of that content and we act as its processor; we will refer such requests to the agency where appropriate.

9. Data Retention

We retain account and configuration data for as long as your account is active and as needed to provide the Service. Conversation data — including recordings, transcripts, and summaries — is retained according to your account settings or our default retention period, and deleted items are removed from active systems within 30 days. After account closure we delete or de-identify your data within 60 days, except where longer retention is required for legal, tax, accounting, dispute-resolution, or fraud-prevention purposes (billing records may be retained for up to seven years). Backups are overwritten on a rolling schedule.

10. Children's Privacy

The Service is a business tool intended for use by adults. It is not directed to children, and we do not knowingly collect personal information from anyone under 16 years of age. If you believe a child has provided us with personal information, contact randy@insurerecord.com and we will delete it promptly.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. We will revise the "Last updated" date above and, for material changes, provide additional notice by email or within the Service. Continued use of the Service after the effective date constitutes acceptance of the updated policy.

12. Contact Us

Questions, requests, or concerns about this Privacy Policy or our handling of information can be sent to:

Randy Frankel
InsureRecord
randy@insurerecord.com