Complete iQ
Privacy Policy
Last Updated: April 23, 2026
Complete iQ (“Complete iQ,” “we,” “our,” or “us”) is committed to protecting the privacy and security of personal and confidential information entrusted to us by our customers and users. This Privacy Policy explains how we collect, use, store, disclose, and protect information when you access or use the Complete iQ platform, website, and related services (collectively, the “Services”).
1. Scope of This Policy
This Privacy Policy applies to:
Visitors to the Complete iQ website
Authorized users of the Complete iQ platform
Insurance carriers, administrators, and business partners using Complete iQ services
Individuals whose information is processed within insurance claims data submitted to Complete iQ by our customers
Complete iQ acts as a data processor or service provider with respect to Customer Data and as an independent controller with respect to its own operational, security, and platform metadata.
2. Information We Collect
a. Information Provided by Customers
Complete iQ processes insurance-related data submitted by authorized customers, which may include:
Claim details and lifecycle data
Policy and coverage information
Loss and incident information
Personal identifiers (such as name, contact information, claim number)
Financial or payment-related claim data
Supporting documentation uploaded by customers
Complete iQ does not collect this data directly from individual claimants; it is provided by our customers for legitimate business purposes.
b. Website and Platform Usage Information
We may collect limited technical information such as:
IP address and device/browser information
Log files and access records
Authentication and authorization events
Platform usage and performance metrics
This information is used for security, monitoring, and service improvement.
c. Voice and Call Data
When voice-enabled services are used (such as AI-assisted First Notice of Loss intake), Complete iQ may collect and process:
Audio recordings of voice interactions
Transcriptions of recorded calls
Call metadata (such as timestamps, duration, and phone numbers)
Information provided verbally during the interaction
Voice data may be processed in real time and/or after the interaction using automated speech recognition and AI technologies to support claims intake, transcription, classification, and analysis.
Complete iQ processes voice data solely to provide the Services and does not use voice recordings or transcripts to train public or third-party AI models.
d. SMS and Text Message Data
When SMS or text messaging features are enabled by a customer, Complete iQ may collect and process:
Phone numbers
Message content
Delivery, receipt, and opt-out status information
SMS data is used solely to facilitate claims-related communications on behalf of customers.
Mobile information will not be shared with third parties or affiliates for marketing or promotional purposes. All other categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Opt-Out. Message recipients may opt out of receiving text messages at any time by replying STOP to any message received from Complete iQ. Recipients may also reply HELP for assistance. Standard message and data rates may apply. After opting out, recipients will receive a confirmation message and will not receive further SMS communications unless they opt back in.
3. How We Use Information
Complete iQ uses information solely for legitimate business and operational purposes, including:
Providing and operating the Complete iQ platform
Processing and analyzing insurance claims data
Improving accuracy, efficiency, and performance of claims workflows
Supporting AI-assisted insights and analytics
Maintaining platform security, logging, and auditability
Meeting contractual, legal, and regulatory obligations
Supporting incident detection, response, and recovery
Where expressly permitted by customer agreement, using aggregated and de-identified information to derive high-level insights, trends, or performance metrics related to claims processing and platform functionality.
Such aggregated or de-identified information cannot reasonably be used to identify any individual, claimant, or customer and is not used to make decisions about specific claims or individuals.
Complete iQ does not sell personal information or use claims data for advertising or unrelated commercial purposes.
4. AI and Automated Processing
a. AI-enabled Capabilities
Complete iQ uses AI-enabled capabilities to support claims analysis, prioritization, and insights.
AI outputs are designed to assist human decision-making, not replace it
AI models are monitored for accuracy, bias, and reliability
Complete iQ maintains auditability and traceability of AI-assisted outputs
Customers retain responsibility for final claims decisions
Complete iQ does not use customer data to train public or third-party AI models.
Complete iQ uses automated document processing technologies, including optical character recognition (OCR) and AI-based classification, to extract and structure information from documents uploaded by customers (such as claim forms, photos, invoices, and policy documents). Extracted data may include identifiers, dates, amounts, coverage details, and other claim-related information and is used to support claims workflows, validation, and analysis.
b. Use of Customer Data for Model Improvement
Complete iQ does not use Customer Data to train, fine-tune, or improve machine learning models for general use or for the benefit of Complete iQ except where expressly permitted in a written agreement with the customer. Any such use, if agreed, will be limited to aggregated, de-identified, or anonymized data and conducted in accordance with applicable law and contractual restrictions.
5. Data Sharing and Disclosure
Complete iQ may share information only in the following circumstances:
With authorized customers and their designated users
With vetted service providers supporting hosting, security, or operational services (e.g., cloud infrastructure providers)
When required by law, regulation, or valid legal process
To protect the rights, security, or integrity of Complete iQ, our customers, or others
With third-party AI service providers (such as OpenAI) that process voice, text, or document data solely to provide AI-enabled functionality within the Services. Complete iQ maintains contractual safeguards and data protection agreements with such providers, and data submitted via enterprise APIs is not used to train public models.
All third parties are contractually required to maintain confidentiality and appropriate security controls.
Mobile information (including phone numbers, SMS opt-in data, and consent) will not be shared with third parties or affiliates for marketing or promotional purposes under any circumstance.
6. Data Security
Complete iQ implements administrative, technical, and physical safeguards designed to protect information, including:
Secure cloud infrastructure hosted on AWS
Encryption of data at rest and in transit
Role-based access controls and least-privilege enforcement
Continuous logging, monitoring, and audit trails
Incident response and security monitoring procedures
Complete iQ designs and maintains its security and privacy practices using recognized industry frameworks as guidance, including the SOC 2 Trust Services Criteria, ISO/IEC 27001 principles, the NIST Cybersecurity Framework, and the NIST AI Risk Management Framework.
7. Data Retention
Complete iQ retains information only as long as necessary to:
Provide contracted services
Meet legal, regulatory, and audit requirements
Support security monitoring and investigations
Data retention and deletion schedules are defined and enforced in accordance with customer agreements and documented retention policies.
Voice recordings, call transcripts, extracted document data, and related claim records are retained in accordance with applicable insurance regulatory requirements, customer agreements, and documented retention schedules.
In most cases, claim-related records are retained for five (5) to seven (7) years, unless a longer period is required by law or customer instruction.
8. Privacy Rights
Because Complete iQ typically acts as a service provider, requests related to personal data (access, correction, deletion) should generally be directed to the insurance organization that controls the data.
Where applicable, Complete iQ will support customers in fulfilling privacy rights requests in accordance with applicable laws, including U.S. state privacy laws and international data protection requirements where relevant.
9. International Data Transfers
Complete iQ services are operated primarily in North America. Where data is processed across borders, appropriate safeguards and contractual protections are applied.
10. Children’s Privacy
Complete iQ services are not directed to children, and we do not knowingly collect personal information from individuals under the age of 13.
11. Changes to This Policy
Complete iQ may update this Privacy Policy periodically to reflect changes in our practices, technology, or legal requirements. Updates will be posted on our website with a revised “Last Updated” date.
12. Contact Us
For privacy-related questions or concerns, please contact:
Complete iQ
Email: info@claimsiq.ai
Website: https://claimsiq.ai