Privacy Policy

Effective Date: October 15, 2026

AdjusterHQ ("we," "us," or "our") is committed to protecting the privacy of individuals who use our claims management platform and website. This Privacy Policy describes how we collect, use, disclose, and safeguard personal information in accordance with the Personal Information Protection and Electronic Documents Act (PIPEDA) and applicable provincial privacy legislation.

This Privacy Policy applies to AdjusterHQ's website at www.adjusterhq.ca and our claims management platform at portal.adjusterhq.ca (collectively, the "Services"). It explains our information practices; it does not replace any consent or other lawful authority required for a particular use of personal information.

1. Accountability

AdjusterHQ is responsible for personal information under its control. We have designated a Privacy Officer who is accountable for compliance with PIPEDA and this Privacy Policy. The Privacy Officer can be reached at support@adjusterhq.ca.

We require any third-party service providers who process personal information on our behalf to protect that information with comparable safeguards.

Artificial intelligence: AdjusterHQ uses AI for pricing, claim assistance, drafting, transcription, research, and optional reminders. Read how AI features may process information and what to consider before using them.

2. Identifying Purposes

We collect personal information for purposes that are identified before or at the time of collection. The primary purposes for which we collect personal information include:

• Creating and managing user accounts for the AdjusterHQ platform
• Enabling adjusters to manage insurance claims and associated documentation
• Providing AI-assisted pricing, document and email extraction, claim chat, research, drafting, transcription, and optional reminders, as described in Section 6
• Facilitating communication between adjusters, contractors, and relevant parties
• Processing and responding to demo requests, enquiries, and support tickets
• Administering subscription agreements and billing
• Improving the platform and developing new features
• Complying with legal and regulatory obligations
• Sending service-related communications (e.g., platform updates, security notices)

We will not use or disclose personal information for purposes other than those for which it was collected, except with your consent or as required by law.

3. Consent

We obtain consent for the collection, use, and disclosure of personal information, except where not required by law. Consent may be express (e.g., signing a service agreement or checking a box) or implied (e.g., providing your email address to receive a demo).

You may withdraw your consent to certain uses at any time, subject to legal or contractual restrictions, by contacting us at support@adjusterhq.ca. Please note that withdrawing consent may affect our ability to provide some or all of our Services to you.

Personal information of claimants and third parties

AdjusterHQ is a business-to-business platform used by insurance adjusters. When an adjuster uses our platform to manage a claim, they may enter personal information about claimants, witnesses, contractors, or other third parties. In these cases, AdjusterHQ acts as a data processor on behalf of the adjuster (the data controller). It is the responsibility of the adjuster using the platform to ensure they have appropriate authority and consent to enter and process that information.

4. Limiting Collection

We collect only the personal information necessary for the identified purposes. We do not collect personal information indiscriminately. The types of personal information we may collect include:

Account holders and platform users

• Name, email address, and professional title
• Company or firm name
• Login credentials (passwords are stored in encrypted form)
• Billing and payment information (processed by third-party payment processors)
• Usage data and activity logs within the platform

Website visitors

• Name and email address (if submitted via contact or demo request forms)
• Browser type, IP address, and referring URL (via standard server logs or analytics)
• Cookies and similar technologies (see Section 11)

Claim data entered by adjusters

When adjusters use our platform, they may enter information relating to insurance claims, including details about claimants, property, damage assessments, documents, photos, and 360-degree tours. This data is stored and processed by AdjusterHQ on behalf of the adjuster. AI-assisted features may also process information from a claim as described in Section 6. General references in this policy to improving the Services do not constitute consent to use personal information for AI model training or other unrelated purposes.

5. Limiting Use, Disclosure, and Retention

We use and disclose personal information only for the purposes for which it was collected, except where required or permitted by law.

Disclosure to third parties

We may disclose personal information to the following categories of third parties:

• Service providers: Cloud hosting providers, AI service providers, payment processors, analytics providers, and other vendors who assist us in operating the platform. These providers are bound by contractual obligations to protect personal information.
• Legal and regulatory authorities: Where required by law, court order, or governmental authority.
• Business transfers: In connection with a merger, acquisition, or sale of all or substantially all of our assets, in which case personal information may be transferred as a business asset, subject to privacy obligations.

We do not sell, rent, or trade personal information to third parties for marketing purposes.

Retention

We retain personal information only for as long as necessary to fulfill the purposes for which it was collected, to comply with legal and regulatory obligations, to resolve disputes, and to enforce our agreements. When personal information is no longer required, it is securely deleted or anonymised.

Account holders may request deletion of their account and associated data by contacting us at support@adjusterhq.ca. Note that certain data may be retained for legal compliance or audit purposes even after account deletion.

6. Artificial Intelligence and Claim Information

What AI is used for

Depending on your firm’s settings and the feature used, AdjusterHQ uses artificial intelligence (AI) for contents pricing and comparable searches; extracting information from emails and documents; answering claim questions and researching selected evidence; preparing reports, letters, and emails; and transcribing voice instructions, work notes, and recorded statements. Where enabled, AI can also assess claim-event information to suggest reminders or follow-ups.

Information sent for processing

AI requests may contain your instructions, relevant conversation history, claim and policy details, party contact information, loss locations, notes, and information from selected documents or images. Voice and statement-transcription features send submitted audio, and may include supporting names or vocabulary to improve transcription. The resulting text may be processed again to prepare a draft or work note. Inputs and outputs may contain personal information, including sensitive claim information and inferences about people.

In claim chat, relevant claim fields, contacts, and notes may be supplied as context without a separate document selection. Reading claim-document contents through the assistant requires selection for that request; that selection is not carried forward as permission for later requests. Applicable client policy wording may also be retrieved from authorised client reference documents for coverage questions. Other tools, including report generation and email import, process the material supplied to their own workflows.

When AI reminders are enabled, event information such as filenames, email subjects, timestamps, and limited note or document-caption excerpts may be processed automatically. This means that not every AI request begins with an individual chat message.

Providers, research, and processing locations

AdjusterHQ integrates with OpenAI and Anthropic (Claude) through their APIs. The provider used for text and image tasks depends on your firm’s configuration; supported audio-transcription features use OpenAI. The relevant provider receives the information submitted for the task. These integrations are separate from a user’s personal ChatGPT or Claude consumer account.

External web research sends the submitted research question to the configured AI provider’s search service, without automatically appending claim records, notes, documents, or chat history. Any personal information you include in that question is still part of the request. Pricing and comparable searches may send item or vehicle specifications and search-location information to DataForSEO and relevant search or listing services. Keep unnecessary identifiers and sensitive claim details out of public research questions.

AI providers and their service providers may process information outside Canada, including in the United States. A Canadian primary storage location does not mean that all AI processing occurs in Canada. Section 12 also applies to these transfers. Contact our Privacy Officer for the providers and processing arrangements applicable to your firm and feature.

Provider retention and model training

OpenAI’s published API policy states that API data is not used for model training by default unless the customer opts in. Anthropic’s published API documentation states that retained data is not used for model training without express permission. These are provider policies, rather than a guarantee about every account configuration or separate agreement. See OpenAI’s API data controls and Anthropic’s API data-retention documentation.

Provider retention varies by endpoint, model, feature, account settings, and applicable agreement. Requests, responses, uploaded files, or safety and operational records may be retained for different periods. Zero retention and processing exclusively in Canada should not be assumed. Contact us to confirm the applicable arrangements before submitting information where those details affect your ability to use the feature.

Processing a request and training or fine-tuning a model are separate purposes. Any proposed use of personal information for model training requires an appropriate lawful basis and any required notice and consent. General use of AdjusterHQ, or general references to improving the Services, does not constitute blanket consent to that use.

Saved chats, drafts, and writing preferences

AdjusterHQ can retain assistant conversations, generated drafts, comparable results, and saved claim documents so users can resume or review their work. Closing the assistant does not delete those records. They remain subject to Section 5 and applicable account, claim-record, and legal retention requirements.

Writing preferences and firm conventions may also be saved and used in future drafting. The writing-memory feature is designed to retain style preferences and limited style corrections rather than claim facts; it is separate from provider model training. Users can review and remove personal memory items through the assistant settings, and authorised users can clear their saved conversation. Clearing a chat or preference does not by itself delete documents already saved to a claim, separately retained drafts, or provider-held records.

Controls and your responsibilities

AI availability is subject to firm settings, access permissions, and linked-client AI restrictions, including applicable head-office restrictions. Administrators can disable AI or the claim assistant, and client-level restrictions can prevent AI processing on linked claims. Contact your firm’s administrator or our Privacy Officer about the controls available to you.

Submit only information necessary for the task, and remove unnecessary identifiers or sensitive details where possible. You must have lawful authority to process information about claimants and other people, including any required consent for recording, transcription, or AI processing. Authority to manage a claim does not, by itself, establish that every proposed AI use is appropriate. Turning off a feature does not undo information already processed or remove existing records.

Human review, questions, and privacy requests

AI output can be inaccurate, incomplete, or biased. Users must check valuations, transcripts, drafts, research, and suggested actions against the source evidence before relying on or sharing them. These features assist professional judgement; output should not be treated as a final determination of coverage, entitlement, liability, or settlement. Generated letters and proposed claim actions have separate review and approval steps.

Contact our Privacy Officer at support@adjusterhq.ca about AI processing, available restrictions or alternatives, or withdrawing consent where consent is relied upon. We will explain the options and their effect on the requested service. Requests to access or correct personal information, including information in generated claim records, follow Section 10. Claimants may also contact the adjusting firm handling their claim; we can help identify the appropriate route.

7. Accuracy

We take reasonable steps to ensure that personal information is accurate, complete, and up to date for the purposes for which it is used. We rely on individuals to inform us of changes to their personal information.

You may update your account information at any time by logging into the platform or by contacting us at support@adjusterhq.ca.

8. Safeguards

We use appropriate technical, administrative, and physical safeguards to protect personal information against loss, theft, unauthorized access, disclosure, copying, use, and modification. These safeguards include:

• Encryption of data in transit using TLS (Transport Layer Security)
• Encryption of sensitive data at rest
• Access controls and authentication requirements for platform users
• Regular security reviews and updates
• Limiting access to personal information to personnel who need it to perform their job functions

Despite these measures, no security system is impenetrable. If you believe your account or personal information has been compromised, please contact us immediately at support@adjusterhq.ca.

9. Openness

We make our privacy policies and practices readily available to individuals. This Privacy Policy is published on our website and is updated when our practices change. We will notify registered users of material changes to this Privacy Policy by email or by posting a notice on the platform.

10. Individual Access

Upon written request, we will inform you of the existence, use, and disclosure of your personal information and will provide you with access to that information, subject to limited exceptions permitted under PIPEDA.

You may also request that we correct any inaccuracies in your personal information. To make an access or correction request, please contact our Privacy Officer at support@adjusterhq.ca with sufficient information to verify your identity and describe the information requested.

We will respond to access requests within 30 days of receipt. If additional time is required, we will notify you and explain the reason for the delay.

11. Cookies and Tracking Technologies

Our website and platform may use cookies and similar technologies to enhance your experience, analyse usage, and support security. Cookies are small text files stored on your device.

We may use the following types of cookies:

• Essential cookies: Required for the platform to function (e.g., session management and authentication). These cannot be disabled.
• Analytics cookies: Used to understand how visitors interact with our website. The data collected is aggregated and anonymised where possible.
• Preference cookies: Used to remember your settings and preferences.

You can control cookies through your browser settings. Disabling certain cookies may affect the functionality of the platform. We do not use third-party advertising cookies.

12. Data Storage and International Transfers

AdjusterHQ is a Canadian company and our primary data storage is in Canada. However, some of our third-party service providers may store or process data in other jurisdictions, including the United States. When personal information is transferred outside Canada, we take steps to ensure it is protected by contractual privacy commitments comparable to those required by PIPEDA.

This includes information submitted to AI-assisted features when the relevant service provider processes it outside Canada. We provide notice and obtain consent where required by applicable law; this policy does not replace those requirements.

13. Children's Privacy

Our Services are intended for use by business professionals and are not directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If we become aware that we have collected personal information from a minor, we will take steps to delete that information promptly.

14. Challenging Compliance

You have the right to challenge our compliance with PIPEDA and this Privacy Policy. To do so, please contact our Privacy Officer at support@adjusterhq.ca with a description of your concern. We will investigate and respond in writing.

If you are unsatisfied with our response, you have the right to file a complaint with the Office of the Privacy Commissioner of Canada (OPC) at www.priv.gc.ca or by calling 1-800-282-1376.

15. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will post the updated policy on this page with a revised effective date. For material changes, we will provide additional notice to registered users.

Where a change introduces a new purpose or otherwise requires consent under applicable law, we will obtain that consent before using personal information for that purpose. Continued use of the Services alone does not replace any required consent.

16. Contact Us

If you have any questions, concerns, or requests regarding this Privacy Policy or our handling of your personal information, please contact our Privacy Officer: