Privacy Policy
1. Introduction
Claim Leader LLC (“Claim Leader,” “we,” “us,” or “our”) provides a software-as-a-service platform used by appraisal firms, third-party administrators, fleet operators, dealerships, insurers, and similar organizations to assign, track, and manage inspection and claims assignments from start to finish (the “Service”).
This Privacy Policy explains how we collect, use, disclose, retain, and protect personal information, and describes the rights and choices available to individuals. It applies to our website at https://claimleader.com (the “Website”), our applications, and the Service, except where a separate notice is provided.
We are committed to handling personal information responsibly and in accordance with applicable data protection laws.
2. Our two roles: Controller and Processor
Claim Leader handles personal information in two distinct capacities. Which role applies determines who is responsible for the information and how individuals exercise their rights.
As a Controller. For personal information we collect and determine the purposes of ourselves — such as information about visitors to our Website, prospective customers, and the individuals who administer customer accounts — Claim Leader acts as the controller (or “business” under California law). This Policy governs that information.
As a Processor / Service Provider. When our business customers (for example, an appraisal firm, administrator, or insurer) use the Service to process claim, inspection, and claimant information, that information is submitted to and processed within the Service under the direction of that customer. In that context the customer is the controller and Claim Leader is the processor (or “service provider” under California law). We process such information only to provide the Service in accordance with our customer agreements and the customer’s instructions.
If you are an individual whose information is processed through the Service because you are involved in a claim or inspection, and you wish to exercise your rights over that information, please contact the organization that manages your claim (our customer). We will assist that organization in responding to your request as required by law. See Section 11.3.
3. Definitions
- Personal information / personal data: information that identifies, relates to, or could reasonably be linked with a particular individual or household.
- Processing: any operation performed on personal information, such as collection, storage, use, disclosure, or deletion.
- Controller / Business: the party that determines the purposes and means of processing.
- Processor / Service Provider: a party that processes personal information on behalf of, and under the instructions of, a controller.
- Sub-processor: a third party engaged by Claim Leader to process personal information in connection with the Service.
- Service: the Claim Leader platform, applications, and related services.
4. Information we collect
4.1 Information we collect as a Controller
Account and contact information. When you register for an account, request a demo, or contact us, we may collect your name, business email address, telephone number, employer, job title, and mailing address.
Website usage information. When you visit the Website or use the Service, we automatically collect certain technical information, including IP address, browser type and version, device identifiers, operating system, pages viewed, referring pages, and the dates and times of access. See Section 12 (Cookies).
Communications. Records of your correspondence with us, including support requests and feedback.
4.2 Information we process as a Processor (submitted by our customers)
When our customers use the Service, they submit information relating to inspections and claims. Depending on how the customer configures and uses the Service, this may include:
- Identifiers relating to claimants and other individuals (such as name, address, telephone number, and email address);
- Vehicle-related identifiers, including license plate numbers and vehicle identification numbers (VINs);
- Documents uploaded to the Service, which may contain government-issued identifiers or official documents (for example, registrations, estimates, or reports), from which text may be extracted to support claim workflows;
- Assignment, inspection, and claim details, including photographs, notes, and status information.
Claim Leader does not determine what information customers submit through the Service. Customers are responsible for ensuring they have a lawful basis to collect and share that information and for providing any required notices to the individuals concerned.
4.3 Information we collect automatically to operate and secure the Service
To operate, secure, and improve the Service, we and our service providers process technical and diagnostic data, including IP addresses, log data, error and performance data, and similar operational information.
5. How we use information
Where we act as a controller, we use personal information to:
- Provide and maintain the Service and Website, including authentication, account management, and delivering the functionality you request;
- Secure our systems, including monitoring, logging, fraud prevention, and investigating security events;
- Communicate with you about your account, updates, security notices, and support;
- Improve and develop the Service and Website, including analytics and troubleshooting;
- Market to business contacts about products and services similar to those they have used or enquired about, subject to your right to opt out;
- Comply with legal obligations and to establish, exercise, or defend legal claims.
Where we act as a processor, we use information submitted through the Service only to provide the Service under our customer’s instructions and agreement, and as permitted by law.
We do not sell personal information, and we do not “share” personal information for cross-context behavioral advertising as those terms are defined under California law.
6. How we disclose information
We disclose personal information only as described below:
Sub-processors and service providers. We share information with the third parties that help us provide the Service, under contracts that require them to protect the information and use it only for the purposes we specify. See Section 7.
Legal and safety disclosures. We may disclose information where required to comply with applicable law, legal process, or lawful requests by public authorities, or where necessary to protect the rights, property, or safety of Claim Leader, our customers, or others.
Business transfers. If Claim Leader is involved in a merger, acquisition, financing, or sale of assets, personal information may be transferred as part of that transaction. We will provide notice before information becomes subject to a different privacy policy.
With your direction or consent. We may disclose information at your direction or with your consent.
We do not sell personal information.
7. Sub-processors
We engage the following sub-processors to provide the Service. Each is bound by contractual obligations to safeguard personal information and to process it only as needed to perform its function.
| Sub-processor | Function | Data processed |
|---|---|---|
| DigitalOcean | Cloud infrastructure hosting (primary) | Application and database data |
| Amazon Web Services (AWS) | File storage (S3) and document text extraction (Textract) | Uploaded documents and files |
| Google Cloud | Mapping and geolocation services | Location-related data |
| Cloudflare | DNS and web application firewall | Network traffic metadata |
| Twilio | SMS / text messaging | Contact phone numbers, message content |
| Mailgun | Transactional email delivery | Email addresses, message content |
| Sentry | Application error monitoring | Technical/diagnostic data, including IP addresses |
We maintain an up-to-date list of sub-processors and provide it, along with notice of material changes, to customers on request in accordance with applicable customer agreements.
8. Data location
Claim Leader hosts and processes personal information in the United States. If you access the Service from outside the United States, your information will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your jurisdiction. By using the Service, you understand that your information will be processed in the United States.
9. Data retention and secure destruction
Controller data. We retain personal information we control for as long as necessary to fulfill the purposes described in this Policy, and thereafter as required to comply with our legal obligations, resolve disputes, and enforce our agreements. Account and claim-related records are generally retained for a period of up to seven (7) years, or longer where a longer retention period is required by applicable law. Website usage and log data are retained for a shorter period, generally up to 90 days, for security and operational purposes.
Processor data. Information processed on behalf of a customer is retained in accordance with that customer’s instructions and agreement. On termination or upon customer request, we return or delete such information as provided in the applicable agreement, subject to legal retention requirements.
Backups and secure destruction. Personal information may persist in encrypted backups for a limited period after deletion from live systems, after which it is cycled out of retention in the ordinary course of our backup operations. When personal information is no longer required, we take reasonable steps to delete or de-identify it securely.
10. Security
We maintain administrative, technical, and physical safeguards designed to protect personal information appropriate to its sensitivity, including:
- Encryption of data in transit (TLS);
- Network segmentation within a private cloud environment, with production systems reachable only through a hardened access gateway and not directly exposed to the public internet;
- Multi-factor authentication on administrative and cloud management access, and individual (non-shared) access credentials;
- Access logging and monitoring;
- Least-privilege access controls.
No method of transmission or storage is completely secure, and we cannot guarantee absolute security. We continue to strengthen our security program, including formalizing internal security policies and pursuing independent security assurance.
11. Your privacy rights and choices
The rights available to you depend on where you live and the capacity in which we hold your information.
11.1 California residents (CCPA / CPRA)
If you are a California resident and we act as a business with respect to your information, you have the right to:
- Know / access the categories and specific pieces of personal information we have collected, the sources, the purposes, and the categories of third parties to whom it is disclosed;
- Delete personal information we have collected, subject to legal exceptions;
- Correct inaccurate personal information;
- Opt out of the sale or sharing of personal information — we do not sell or share personal information as those terms are defined under California law;
- Limit the use of sensitive personal information — we use sensitive personal information only for permitted business purposes;
- Non-discrimination for exercising your rights.
You may exercise these rights as described in Section 11.4. We will verify your request before responding and will not discriminate against you for exercising your rights. You may use an authorized agent to submit a request on your behalf.
11.2 Other jurisdictions
If you reside in a jurisdiction with its own privacy law, you may have similar rights, such as the right to access, correct, or delete your personal information. We honor applicable privacy rights requests as required by law.
11.3 Information we process on behalf of customers
Where Claim Leader processes information as a processor/service provider (for example, claim and claimant information submitted through the Service), requests to access, correct, or delete that information should be directed to the customer that controls it. If you contact us directly regarding such information, we will refer you to the relevant customer or forward your request to them, and we will assist the customer in responding as required by law and our agreement with them.
11.4 How to exercise your rights
To exercise any of the rights above where we act as a controller, contact us at support@claimleader.com. We will respond within the timeframes required by applicable law. We may need to verify your identity before fulfilling your request.
12. Cookies and similar technologies
We use cookies and similar technologies on the Website and Service to enable core functionality (such as authentication and security), to remember your preferences, and to understand and improve usage.
- Strictly necessary cookies are required to provide the Service and cannot be disabled through our systems.
- Functional and analytics cookies help us remember preferences and understand how the Service is used.
You can control cookies through your browser settings. If you disable certain cookies, some features may not function properly.
13. Children’s privacy
The Service is intended for business use and is not directed to children. We do not knowingly collect personal information directly from children under the age of 13 (or the age defined by applicable local law). If we learn that we have collected such information without appropriate authorization, we will take steps to delete it. Note that information about individuals of any age may be submitted by our customers as part of a claim or inspection; that information is processed under the customer’s direction as described in Section 2.
14. Complaints
If you have a concern about how we handle personal information, please contact us at support@claimleader.com and we will work to resolve it.
15. Changes to this Policy
We may update this Privacy Policy from time to time. When we make material changes, we will update the “Last updated” date above and, where appropriate, provide additional notice (such as by email or a notice within the Service). We encourage you to review this Policy periodically.
16. Contact us
Claim Leader LLC
1640 Opechee Way
Glendale, CA 91208
United States
Privacy inquiries and general contact: support@claimleader.com
Privacy contact: Arsen Yenokyan, arsen.yenokyan@claimleader.com