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Key Trends Driving the Evolution of the Carrier/IA Relationship

It’s been reported that the insurance industry has lost over $750 billion in market capitalization worldwide just over the past few years. As we’ve seen so often before in other industries, when major trends like this occur, big players in the industry are forced to shake things up and start planning new and improved approaches to their existing models and processes.

But what exactly is driving these current changes in insurance?

Let’s face it, right now in 2020, our industry is overwhelmed with change. From pandemics, to new insurance models; technology advancements to unprecedented weather patterns, change seems to be the word of the day. While it can be hard to keep up with all the latest news and trends that are happening in the industry right now, it’s not impossible if you’re willing to scour industry news – at the end of the day though, we’ve seen that most of the forward thinking in the industry seems to boil down to two big categories:

  • Rapid changes in customer expectations
  • Major shifts in technology

So what does this mean for carriers? And how and why should they look to their IA Partners for help in these changing times? In the following sections, we’ll break it down.

Change Customer Expectations pic

CHANGING CUSTOMER EXPECTATIONS

Across all sectors and industries, client expectations are shifting. And it’s a given, that companies who don’t react, and pivot to best meet these morphing customer expectations, are more likely to lose business to competitors who may be more prepared, or more welcoming of these shifts.

But how, and why are these changes even happening in the insurance industry? We think there are a few key trends related to customer success emerging, and offer some strategies to address them:

TREND 1: Evolving Customer Desires for Holistic Solutions

Several studies show that apart from price considerations, many carriers are finding that including adjacent, or even non-insurance offerings in addition to their core insurance product add incredible value to their offer, and stickiness to their consumer. These additions may come in the form of a variety of add-ons, such as

Icons

home security and smart home mitigation offerings for P&C

financial planning or wellness programs for the health and life sectors

car maintenance and roadside assistance offerings for auto.

Research suggests that these additions may be carrying heavier weight when consumers consider which providers to choose. As a result, many insurers are shifting from focusing on simply providing a product, to putting more emphasis on providing a more holistic and complete solution to their consumers.

For example:

Current trends towards fitness and the usage of technology to achieve it can help to inform the life and health markets. One example is life insurance start-up yulife, which engages with its customers by gamifying its platform, and offering clients rewards for staying active and engaging in various wellness milestones. For completing these tasks, the company offers its yucoin currency as rewards, which can be exchanged for vouchers at Amazon, Apple, Nike and various other retailers.

Ideally, this helps bring premiums down and reduces the costs of future claims by promoting and rewarding clients who actively seek a healthy lifestyle. It’s a solid example of how the industry is moving towards proactive prevention, rather than the classic model of reactive payments to cover losses.

How an IA Firm can help:

Many carriers have started looking at their IA firms outside of the traditional context of “just handling claims”. By doing so, they’re often able to leverage and test other offerings and better customer solutions like those above that might be too time-consuming or resource intensive to try to develop at the carrier level. Some examples of these types of claim-adjacent programs that forward-thinking IA’s have begun to offer include mitigation resources, managed repair partnerships, and housing placement services. Engaging with an IA that offers these types of services allows carriers to use the IA relationship as a test-bed of sorts, and to evaluate the impact on claim resolution and customer satisfaction that these services have, before bringing these them into the fold as an offering at the carrier level.

TREND 2: Forming More Meaningful Customer Relationships

As insurance purchases become less à la carte and more focused on the consumer journey, the usual ways of carrying out the business activities won’t cut it for long. Carriers are realizing they need to take a closer look at the relationships they’re building with their end consumer in new and different ways.

Put simply, “you must win at every interaction the customer has with your organization, whether that is a marketing campaign, a call to a contact center, an invoice, or a delivery reliant on the supply chain,” wrote Gartner Research Director Olive Huang. “Every department must play its part in a coordinated fashion.”

Home Ownership pic

Say a consumer wants to buy a car, go on vacation, or buy a home. What methods can a company offer to help the consumer at every step of the way towards the goal? How can these new communications be integrated alongside or in lieu of the traditional sales process? More and more, companies are focusing on improving their overall customer relationships with their prospects, both before, during and after the sale.

Increasingly, one way that insurance carriers are doing this is by communicating how, where, and when the client wants. Consumers as a whole are becoming used to unlimited access to data, forcing carriers to think of new ways to allow consumers 24/7 accessibility to perform a variety of functions, such as downloading ID cards, viewing policy details, getting updates on claim status, etc., and allowing these actions across a variety of platforms, from phone to desktop to mobile.

Additionally, many younger consumers are communicating in whole new ways, with channels that are more increasingly focused on real-time, social, and mobile conversations, requiring many companies to come up with increasingly out of the box strategies on how to engage with consumers who grew up in the arms of today’s technology.

How an IA Firm can help:

Many IA Firms are embracing communication methods in their daily processes that could potentially be beneficial to their carrier clients as well. Examples include text and email notifications for a variety of events, from first contact to scheduling to progress updates. Additionally, some firms are even going so far as to make these communications a 2-way interaction, with smart, responsive text messaging making its way into the claim handling process as a way of better connecting with consumers. A company might text an insured for example, with four options for appointment times, and be able to track the consumers selection based on their response, and automatically set the time as well as notify the adjuster. Not only can this method of communication create a better connection with today’s technology focused consumers, but it also can cut costs in phone center staffing, and bring a speed to the process that allows the customer to immediately respond in cases where they may not have been able to take a phone call.

Changing Customer Expectations: Summary

As carriers compete to capture and retain their customers, the industry is shifting to a state where price may be just one of the determining factors for the new insurance consumer (on-demand and usage-based coverages being just some of the newest examples of this). Customer retention has always been front and center in the carrier’s strategy, but these new ways of communicating are changing the customer conversation. Coupled with the ability to quickly add additional non-coverage related offerings to their existing portfolio through IA partnerships, these new strategies give those who are embracing these changes a greater chance of being successful in standing out from the pack, as well as finding and retaining new customers.

Changes in Tech pic

CHANGES IN TECHNOLOGY

There’s no denying that advancements in technology are changing the insurance industry more than ever before. This is seldom more evident than when we look at the number of new marketplace players that are embracing technology as a core component of their business model. Many new-model start-up insurers rely heavily upon machine learning and artificial intelligence informed by industry data in their platforms, and often pair this with text and chatbots to deliver a new wave of customer service experiences for example.

These new entrants, some of which are backed by traditional insurers, typically begin with several competitive edges. They’re not tied to legacy technology that has been expanded, patched and built upon for years. They often have lower operating costs due to virtualization, automation or other reductions in parts of their model. Additionally, start-up companies that are backed by major carriers may also use the wealth of historical information provided by their parent companies to better inform their decisions. These advantages, combined with a lack of historical boundaries can enable them to innovate rapidly while also potentially offering lower rates due to cost controls, all without losing flexibility in their offers.

As a result, more than ever, traditional carriers are investing in data, analytics, and technology to keep up. However, to fully realize the benefits of this investment, carriers often must also figure out how to modify their models. This may mean testing new technologies for claim processing efficiency or to better the customer experience, investing in data analysis and machine learning to better understand and react to customer and industry trends, or shifting their talent strategies from deploying a large workforce focused on transactional policy and claim work, towards teams focused on high-value activity that is more technology-driven. These tasks can be far from easy, but there’s no doubt that the industry is moving in these directions. So, what can carriers be doing? As with the changes in customer expectations, we think there are a few key trends carriers can focus on to reap some immediate benefits.

TREND 1: Embrace and Realize the Value of Technology

Successfully adopting technology doesn’t have to be a haphazard or painful process. In today’s world, the plan for effectively utilizing technology is actually relatively simple:

  • Identify a business process or outcome that can or needs to be improved
  • Build a system or partner with a technology provider that provides a best-in-class solution for improving this process
  • Implement and test the solution and its effectiveness
  • Refine and iterate to get the best results

Keep in mind, that the above steps assume a level of business research, some potentially difficult internal company evaluations, and an amount of educated pre-planning that are necessary to make any technology solution successful. Its long been common practice for companies to identify and understand their operational pain points. What’s relatively new to the insurance industry are the sheer number of options to address these issues with technology. Whether your goals as a carrier are reduced cycle times, operational cost reductions in claims processing, or safety and satisfaction of your customers, there are most likely solutions available today that will help you achieve them.

From initial FNOL communications, to customer involvement throughout the claims process, virtual and/or remote adjusting, intelligent triage and decisioning, to automated Q/A and claim lifecycle management, the seemingly limitless number of new technology solutions available today is impressive. And these solutions all have one thing in common – a focus on helping the carrier succeed in successfully executing their claim strategies.

How an IA Firm can help:

As a carrier, we believe you should be actively searching for firms that are a step ahead of the curve, so to speak. Firms that have taken it on themselves to research, develop, and implement technology processes that you can immediately bring to bear on the specific issues you’re trying to address. The benefits of working with a forward-thinking firm are numerous. For one, IA’s are often inherently able to be more nimble than carriers, and can be used as a testbed by your claims department for trying out new technologies and experiences on a limited scale, while gauging the results before bringing these solutions into the larger carrier operation as a whole.

Virtual Platform pic

Additionally, the most forward-thinking firms may be offering solutions that are ahead of industry standards that carriers can benefit from. Recent examples of this include rapid adoption by IA’s during the peak of Covid-19 to virtual adjusting platforms, increased usage of consumer-friendly interaction and messaging as it relates to appointment scheduling and policyholder communications, and even automation and analysis of traditionally manual parts of the process such as estimate quality and Q/A, designed to immediately notify field adjusters upon estimate submission when potential errors or mistakes are found.

TREND 2: Building a Technology and Operations Ecosystem

An ecosystem is an interconnected set of entities, processes and services gathered into one integrated experience. Across multiple industries, technology and process ecosystems have emerged out of the need to help companies increase productivity, improve operations, and to give their consumers better experiences.

The insurance claims ecosystem is no exception. But what does this look like in practice?

For most insurance companies, implementing this new thought process will involve substantial internal analysis, research into the current needs and results of their processes and a fair amount of forward-thinking into where they think their specific roadmap is leading them. This journey will typically result in investments into reorganizing their operations and technology infrastructure into a more flexible, connected environment.

In this day and age, most companies are pivoting away from “one size fits all” or “we’ll build it ourselves” approaches, and instead concentrating on building out their core frameworks, with an emphasis on integration – allowing the utilization of best-in-class solutions for each module / challenge they face, whether that be an internal or an external resource. Indeed, the shift to external partners for key components of the operations process is benefitting large and small carriers alike, by allowing them to utilize both startups and established industry veterans who are subject matter experts, and then to reap the rewards of highly-specialized solutions to their specific issues, while still retaining control of the overall process.

How an IA Firm can help:​

Many carriers have started looking at their IA firms outside of the traditional context of “just handling claims”. By doing so, they’re often able to leverage and test other offerings and better customer solutions like those above that might be too time-consuming or resource intensive to try to develop at the carrier level. Some examples of these types of claim-adjacent programs that forward-thinking IA’s have begun to offer include mitigation resources, managed repair partnerships, and housing placement services. Engaging with an IA that offers these types of services allows carriers to use the IA relationship as a test-bed of sorts, and to evaluate the impact on claim resolution and customer satisfaction that these services have, before bringing these them into the fold as an offering at the carrier level.

  • Does it integrate effectively into our current workflow, or will there be manual processes?
  • Is it extensible? Can they adapt to our changing needs? Can it be customized to fit any specialized processes we might have?
  • Is it modern, and user friendly? Does it provide effective integrations with industry-wide estimating and other platforms? Are there API’s we can utilize?
  • Are there additional features / benefits that this partner’s technology provides that we can use to improve our time / quality / customer success scores that we don’t currently take advantage of or can test?
Questions pic

Once you’ve asked and answered these key questions, you’ll be in a much better position to evaluate and predict the long-term success of your IA partners, and how they will mesh, and may indeed better compliment, your internal roadmap.

Overall Summary pic

OVERALL SUMMARY

The level of change occurring in the carrier market is unprecedented. Their entire value chain is being tested by evolving customer demands, new market entrants, disruptive technology, and increasingly unpredictable weather patterns. Even the largest carriers are buckling under the quickly shifting expectations to stay competitive. It is during times like these that carriers must build a coalition of partners to solve, invest, build, and integrate the process and technology required to win.

At first it may seem unnatural to move away from the historical arm’s length relationship with your IA firms but who knows your customer better? Who already knows your current processes and technology? Who knows your industry better? Who already has a vested interest in your success? Who has the agility to move fast? The right IA firm is uniquely positioned to move from vendor to partner and help drive the carrier’s transformation. An IA partner can be a crucial change agent by:

  • Delivering a differentiated customer experiences during a key moment of the relationship
  • Providing critical insight into customer satisfaction
  • Embracing new technology and process to quickly test new approaches
  • Delivering early insight into local impacts of policy tweaks
  • Investing in new technology for the benefit of the carrier

The key is to partner with the right firm. A lot of insurers may struggle to measure and generate value through their daily efforts. Another set of carriers has concerns with their technology planning, evaluation and future-state. But regardless, for any carrier to succeed, we feel they need to expend some dedicated effort into evaluating and defining their IA relationships:

To put this all into context, our position is that there are currently 3 tiers of IA firms in the industry:

Tiers pic

We at IAS Claim Services take pride in defining ourselves as a Tier 3 player and remain committed to bringing added value into our relationship with our carriers. We continually invest our resources to ensure success and innovation, and are dedicated to making sure that our solutions are able to be customized to work within specific guidelines and processes, and to meet the desired outcomes for each of our carrier partners.

IAS believes that insurance carriers not only need, but deserve a trusted, consistent partner to support them through everything that the industry has in store for them. A firm that acts as a true partner and leader, helping to guide and inform them on how to best to keep up with, and indeed stay ahead of, emerging trends in the industry.

Ultimately, the role of the IA firm has changed already, and it’s those firms that have adopted and continue to stay ahead of the trends that will be the most successful – on both sides of the fence, both carriers and IA’s. As a carrier, it’s up to you to understand the importance of not just working with but partnering with an IA that will help shape your operations and lead the way into the future.

Want more information? Reach out below & we'll be in touch.

IAS Claims Logo
PRIVACY NOTICE

Last updated June 22, 2020



Thank you for choosing to be part of our community at IAS Claim Services ("Company", "we", "us", "our"). We are committed to protecting your personal information and your right to privacy. If you have any questions or concerns about this privacy notice, or our practices with regards to your personal information, please contact us at sysadmin@iasclaims.com.

When you visit our website https://www.iasclaims.com (the "Website"), and more generally, use any of our services (the "Services", which include the Website), we appreciate that you are trusting us with your personal information. We take your privacy very seriously. In this privacy notice, we seek to explain to you in the clearest way possible what information we collect, how we use it and what rights you have in relation to it. We hope you take some time to read through it carefully, as it is important. If there are any terms in this privacy notice that you do not agree with, please discontinue use of our Services immediately.

This privacy notice applies to all information collected through our Services (which, as described above, includes our Website), as well as, any related services, sales, marketing or events.

Please read this privacy notice carefully as it will help you understand what we do with the information that we collect.

TABLE OF CONTENTS


1. WHAT INFORMATION DO WE COLLECT?

Personal information you disclose to us

In Short:  We collect personal information that you provide to us.

We collect personal information that you voluntarily provide to us when you register on the Website, express an interest in obtaining information about us or our products and Services, when you participate in activities on the Website or otherwise when you contact us.

The personal information that we collect depends on the context of your interactions with us and the Website, the choices you make and the products and features you use. The personal information we collect may include the following:

Personal Information Provided by You. We collect namesphone numbersemail addressesmailing addressesjob titlesusernamespasswordscontact preferencescontact or authentication dataand other similar information.

All personal information that you provide to us must be true, complete and accurate, and you must notify us of any changes to such personal information.

Information automatically collected

In Short:  Some information — such as your Internet Protocol (IP) address and/or browser and device characteristics — is collected automatically when you visit our Website.

We automatically collect certain information when you visit, use or navigate the Website. This information does not reveal your specific identity (like your name or contact information) but may include device and usage information, such as your IP address, browser and device characteristics, operating system, language preferences, referring URLs, device name, country, location, information about how and when you use our Website and other technical information. This information is primarily needed to maintain the security and operation of our Website, and for our internal analytics and reporting purposes.

Like many businesses, we also collect information through cookies and similar technologies.

2. HOW DO WE USE YOUR INFORMATION?

In Short:  We process your information for purposes based on legitimate business interests, the fulfillment of our contract with you, compliance with our legal obligations, and/or your consent.

We use personal information collected via our Website for a variety of business purposes described below. We process your personal information for these purposes in reliance on our legitimate business interests, in order to enter into or perform a contract with you, with your consent, and/or for compliance with our legal obligations. We indicate the specific processing grounds we rely on next to each purpose listed below.

We use the information we collect or receive:
  • To facilitate account creation and logon process. If you choose to link your account with us to a third-party account (such as your Google or Facebook account), we use the information you allowed us to collect from those third parties to facilitate account creation and logon process for the performance of the contract.
  • To post testimonials. We post testimonials on our Website that may contain personal information. Prior to posting a testimonial, we will obtain your consent to use your name and the content of the testimonial. If you wish to update, or delete your testimonial, please contact us at dpo@iasclaims.com and be sure to include your name, testimonial location, and contact information.
  • Request feedback. We may use your information to request feedback and to contact you about your use of our Website.
  • To enable user-to-user communications. We may use your information in order to enable user-to-user communications with each user's consent.
  • To manage user accounts. We may use your information for the purposes of managing our account and keeping it in working order.
  • To send administrative information to you. We may use your personal information to send you product, service and new feature information and/or information about changes to our terms, conditions, and policies.
  • To protect our Services. We may use your information as part of our efforts to keep our Website safe and secure (for example, for fraud monitoring and prevention).
  • To enforce our terms, conditions and policies for business purposes, to comply with legal and regulatory requirements or in connection with our contract.
  • To respond to legal requests and prevent harm. If we receive a subpoena or other legal request, we may need to inspect the data we hold to determine how to respond.

  • To send you marketing and promotional communications. We and/or our third-party marketing partners may use the personal information you send to us for our marketing purposes, if this is in accordance with your marketing preferences. For example, when expressing an interest in obtaining information about us or our Website, subscribing to marketing or otherwise contacting us, we will collect personal information from you. You can opt-out of our marketing emails at any time (see the "WHAT ARE YOUR PRIVACY RIGHTS" below).
  • Deliver targeted advertising to you. We may use your information to develop and display personalized content and advertising (and work with third parties who do so) tailored to your interests and/or location and to measure its effectiveness.

3. WILL YOUR INFORMATION BE SHARED WITH ANYONE?

In Short:  We only share information with your consent, to comply with laws, to provide you with services, to protect your rights, or to fulfill business obligations.

We may process or share your data that we hold based on the following legal basis:
  • Consent: We may process your data if you have given us specific consent to use your personal information for a specific purpose.
  • Legitimate Interests: We may process your data when it is reasonably necessary to achieve our legitimate business interests.
  • Performance of a Contract: Where we have entered into a contract with you, we may process your personal information to fulfill the terms of our contract.
  • Legal Obligations: We may disclose your information where we are legally required to do so in order to comply with applicable law, governmental requests, a judicial proceeding, court order, or legal process, such as in response to a court order or a subpoena (including in response to public authorities to meet national security or law enforcement requirements).
  • Vital Interests: We may disclose your information where we believe it is necessary to investigate, prevent, or take action regarding potential violations of our policies, suspected fraud, situations involving potential threats to the safety of any person and illegal activities, or as evidence in litigation in which we are involved.
More specifically, we may need to process your data or share your personal information in the following situations:
  • Business Transfers. We may share or transfer your information in connection with, or during negotiations of, any merger, sale of company assets, financing, or acquisition of all or a portion of our business to another company.
  • Affiliates. We may share your information with our affiliates, in which case we will require those affiliates to honor this privacy notice. Affiliates include our parent company and any subsidiaries, joint venture partners or other companies that we control or that are under common control with us.
  • Business Partners. We may share your information with our business partners to offer you certain products, services or promotions.

4. DO WE USE COOKIES AND OTHER TRACKING TECHNOLOGIES?

In Short:  We may use cookies and other tracking technologies to collect and store your information.

We may use cookies and similar tracking technologies (like web beacons and pixels) to access or store information. Specific information about how we use such technologies and how you can refuse certain cookies is set out in our Cookie Notice.

5. HOW LONG DO WE KEEP YOUR INFORMATION?

In Short:  We keep your information for as long as necessary to fulfill the purposes outlined in this privacy notice unless otherwise required by law.

We will only keep your personal information for as long as it is necessary for the purposes set out in this privacy notice, unless a longer retention period is required or permitted by law (such as tax, accounting or other legal requirements). No purpose in this notice will require us keeping your personal information for longer than three (3) months past the termination of the user's account.

When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymize such information, or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.

6. HOW DO WE KEEP YOUR INFORMATION SAFE?

In Short:  We aim to protect your personal information through a system of organizational and technical security measures.

We have implemented appropriate technical and organizational security measures designed to protect the security of any personal information we process. However, despite our safeguards and efforts to secure your information, no electronic transmission over the Internet or information storage technology can be guaranteed to be 100% secure, so we cannot promise or guarantee that hackers, cybercriminals, or other unauthorized third parties will not be able to defeat our security, and improperly collect, access, steal, or modify your information. Although we will do our best to protect your personal information, transmission of personal information to and from our Website is at your own risk. You should only access the Website within a secure environment.

7. DO WE COLLECT INFORMATION FROM MINORS?

In Short:  We do not knowingly collect data from or market to children under 18 years of age.

We do not knowingly solicit data from or market to children under 18 years of age. By using the Website, you represent that you are at least 18 or that you are the parent or guardian of such a minor and consent to such minor dependent’s use of the Website. If we learn that personal information from users less than 18 years of age has been collected, we will deactivate the account and take reasonable measures to promptly delete such data from our records. If you become aware of any data we may have collected from children under age 18, please contact us at dpo@iasclaims.com.

8. WHAT ARE YOUR PRIVACY RIGHTS?

In Short:  You may review, change, or terminate your account at any time.
 
If you are a resident in the European Economic Area and you believe we are unlawfully processing your personal information, you also have the right to complain to your local data protection supervisory authority. You can find their contact details here: http://ec.europa.eu/justice/data-protection/bodies/authorities/index_en.htm.

If you are a resident in Switzerland, the contact details for the data protection authorities are available here: https://www.edoeb.admin.ch/edoeb/en/home.html.

If you have questions or comments about your privacy rights, you may email us at privacy@iasclaims.com.

Account Information

If you would at any time like to review or change the information in your account or terminate your account, you can:
  • Log in to your account settings and update your user account.
  • Contact us using the contact information provided.
Upon your request to terminate your account, we will deactivate or delete your account and information from our active databases. However, we may retain some information in our files to prevent fraud, troubleshoot problems, assist with any investigations, enforce our Terms of Use and/or comply with applicable legal requirements.

Cookies and similar technologies: Most Web browsers are set to accept cookies by default. If you prefer, you can usually choose to set your browser to remove cookies and to reject cookies. If you choose to remove cookies or reject cookies, this could affect certain features or services of our Website. To opt-out of interest-based advertising by advertisers on our Website visit http://www.aboutads.info/choices/.

Opting out of email marketing: You can unsubscribe from our marketing email list at any time by clicking on the unsubscribe link in the emails that we send or by contacting us using the details provided below. You will then be removed from the marketing email list — however, we may still communicate with you, for example to send you service-related emails that are necessary for the administration and use of your account, to respond to service requests, or for other non-marketing purposes. To otherwise opt-out, you may:
  • Access your account settings and update your preferences.
  • Contact us using the contact information provided.

9. CONTROLS FOR DO-NOT-TRACK FEATURES

Most web browsers and some mobile operating systems and mobile applications include a Do-Not-Track ("DNT") feature or setting you can activate to signal your privacy preference not to have data about your online browsing activities monitored and collected. At this stage no uniform technology standard for recognizing and implementing DNT signals has been finalized. As such, we do not currently respond to DNT browser signals or any other mechanism that automatically communicates your choice not to be tracked online. If a standard for online tracking is adopted that we must follow in the future, we will inform you about that practice in a revised version of this privacy notice. 

10. DO CALIFORNIA RESIDENTS HAVE SPECIFIC PRIVACY RIGHTS?

In Short:  Yes, if you are a resident of California, you are granted specific rights regarding access to your personal information.

California Civil Code Section 1798.83, also known as the "Shine The Light" law, permits our users who are California residents to request and obtain from us, once a year and free of charge, information about categories of personal information (if any) we disclosed to third parties for direct marketing purposes and the names and addresses of all third parties with which we shared personal information in the immediately preceding calendar year. If you are a California resident and would like to make such a request, please submit your request in writing to us using the contact information provided below.

If you are under 18 years of age, reside in California, and have a registered account with the Website, you have the right to request removal of unwanted data that you publicly post on the Website. To request removal of such data, please contact us using the contact information provided below, and include the email address associated with your account and a statement that you reside in California. We will make sure the data is not publicly displayed on the Website, but please be aware that the data may not be completely or comprehensively removed from all our systems (e.g. backups, etc.).

CCPA Privacy Notice

The California Code of Regulations defines a "resident" as:

(1) every individual who is in the State of California for other than a temporary or transitory purpose and
(2) every individual who is domiciled in the State of California who is outside the State of California for a temporary or transitory purpose

All other individuals are defined as "non-residents."

If this definition of "resident" applies to you, we must adhere to certain rights and obligations regarding your personal information.

What categories of personal information do we collect?

We have collected the following categories of personal information in the past twelve (12) months:


Category


Examples


Collected

A. Identifiers
Contact details, such as real name, alias, postal address, telephone or mobile contact number, unique personal identifier, online identifier, Internet Protocol address, email address and account name

YES

B. Personal information categories listed in the California Customer Records statute
Name, contact information, education, employment, employment history and financial information

YES

C. Protected classification characteristics under California or federal law
Gender and date of birth

NO

D. Commercial information
Transaction information, purchase history, financial details and payment information

NO

E. Biometric information
Fingerprints and voiceprints

NO

F. Internet or other similar network activity
Browsing history, search history, online behavior, interest data, and interactions with our and other websites, applications, systems and advertisements

NO

G. Geolocation data
Device location

NO

H. Audio, electronic, visual, thermal, olfactory, or similar information
Images and audio, video or call recordings created in connection with our business activities

NO
I. Professional or employment-related information
Business contact details in order to provide you our services at a business level, job title as well as work history and professional qualifications if you apply for a job with us

YES
J. Education Information
Student records and directory information

NO
K. Inferences drawn from other personal information
Inferences drawn from any of the collected personal information listed above to create a profile or summary about, for example, an individual’s preferences and characteristics

NO

We may also collect other personal information outside of these categories instances where you interact with us in-person, online, or by phone or mail in the context of:
  • Receiving help through our customer support channels;
  • Participation in customer surveys or contests; and
  • Facilitation in the delivery of our Services and to respond to your inquiries.
How do we use and share your personal information?

More information about our data collection and sharing practices can be found in this privacy notice.

You may contact us by email at privacy@iasclaims.com, or by referring to the contact details at the bottom of this document.

If you are using an authorized agent to exercise your right to opt-out we may deny a request if the authorized agent does not submit proof that they have been validly authorized to act on your behalf.

Will your information be shared with anyone else?

We may disclose your personal information with our service providers pursuant to a written contract between us and each service provider. Each service provider is a for-profit entity that processes the information on our behalf.

We may use your personal information for our own business purposes, such as for undertaking internal research for technological development and demonstration. This is not considered to be "selling" of your personal data.

IAS Claim Services has not disclosed or sold any personal information to third parties for a business or commercial purpose in the preceding 12 months. IAS Claim Services will not sell personal information in the future belonging to website visitors, users and other consumers.

Your rights with respect to your personal data

Right to request deletion of the data - Request to delete

You can ask for the deletion of your personal information. If you ask us to delete your personal information, we will respect your request and delete your personal information, subject to certain exceptions provided by law, such as (but not limited to) the exercise by another consumer of his or her right to free speech, our compliance requirements resulting from a legal obligation or any processing that may be required to protect against illegal activities.

Right to be informed - Request to know

Depending on the circumstances, you have a right to know:
  • whether we collect and use your personal information;
  • the categories of personal information that we collect;
  • the purposes for which the collected personal information is used;
  • whether we sell your personal information to third parties;
  • the categories of personal information that we sold or disclosed for a business purpose;
  • the categories of third parties to whom the personal information was sold or disclosed for a business purpose; and
  • the business or commercial purpose for collecting or selling personal information.
In accordance with applicable law, we are not obligated to provide or delete consumer information that is de-identified in response to a consumer request or to re-identify individual data to verify a consumer request.

Right to Non-Discrimination for the Exercise of a Consumer’s Privacy Rights

We will not discriminate against you if you exercise your privacy rights.

Verification process

Upon receiving your request, we will need to verify your identity to determine you are the same person about whom we have the information in our system. These verification efforts require us to ask you to provide information so that we can match it with information you have previously provided us. For instance, depending on the type of request you submit, we may ask you to provide certain information so that we can match the information you provide with the information we already have on file, or we may contact you through a communication method (e.g. phone or email) that you have previously provided to us. We may also use other verification methods as the circumstances dictate.

We will only use personal information provided in your request to verify your identity or authority to make the request. To the extent possible, we will avoid requesting additional information from you for the purposes of verification. If, however, if we cannot verify your identity from the information already maintained by us, we may request that you provide additional information for the purposes of verifying your identity, and for security or fraud-prevention purposes. We will delete such additionally provided information as soon as we finish verifying you.

Other privacy rights
  • you may object to the processing of your personal data
  • you may request correction of your personal data if it is incorrect or no longer relevant, or ask to restrict the processing of the data
  • you can designate an authorized agent to make a request under the CCPA on your behalf. We may deny a request from an authorized agent that does not submit proof that they have been validly authorized to act on your behalf in accordance with the CCPA.
  • you may request to opt-out from future selling of your personal information to third parties. Upon receiving a request to opt-out, we will act upon the request as soon as feasibly possible, but no later than 15 days from the date of the request submission.
To exercise these rights, you can contact us by email at privacy@iasclaims.com, or by referring to the contact details at the bottom of this document. If you have a complaint about how we handle your data, we would like to hear from you.

11. DO WE MAKE UPDATES TO THIS NOTICE?     

In Short:  Yes, we will update this notice as necessary to stay compliant with relevant laws.

We may update this privacy notice from time to time. The updated version will be indicated by an updated "Revised" date and the updated version will be effective as soon as it is accessible. If we make material changes to this privacy notice, we may notify you either by prominently posting a notice of such changes or by directly sending you a notification. We encourage you to review this privacy notice frequently to be informed of how we are protecting your information.

12. HOW CAN YOU CONTACT US ABOUT THIS NOTICE?     

If you have questions or comments about this notice, you may contact our Data Protection Officer (DPO), Data Protection Officer, by email at dpo@iasclaims.com, by phone at 210-360-1340, or by post to:

IAS Claim Services
Data Protection Officer
1020 NE Loop 410
Ste805
San Antonio, TX 78209
United States

13. HOW CAN YOU REVIEW, UPDATE, OR DELETE THE DATA WE COLLECT FROM YOU?     

Based on the applicable laws of your country, you may have the right to request access to the personal information we collect from you, change that information, or delete it in some circumstances. To request to review, update, or delete your personal information, please submit a request form by clicking here. We will respond to your request within 30 days.