Privacy Policy

What Types of Information Do We Collect?

We collect both personal and non-personal information based on your relationship with AIA and your use of our Services.

Non-Personal Information

We collect non-personal data to analyze trends, improve performance, and enhance user experience. This may include:

• Browser type, device info, operating system, pages visited, and time spent on pages, portal, or site
• Referring websites or search terms
• Interaction data (e.g., clicks, time stamps, session behavior)

We collect this information automatically via cookies, pixels, and similar tracking technologies when you use our Services.

For Non-Affiliated or Prospective Agents

If you are not yet appointed or affiliated with AIA, you may browse our website without submitting personally identifiable information. However, when you request or engage with our Services, we may collect personal information you voluntarily provide. Certain features or activities may require information to access or participate.

Types of information we may collect include:

• Contact Information: Name, business or personal address, phone number, email address, contact preferences, and professional licensing details.
• Professional Information: National Producer Number (NPN), agency affiliation, carrier appointments, and state licensing information.
• Service Usage Data: IP address, browser type, device information, activity logs, and pages visited.
• Submitted Content: Forms, notes, comments, polls, surveys, documents, or other information you choose to submit.
• Communication Records: Emails, chats, call recordings, text communications, or messages submitted via chatbot, or social media platforms.

We do not share your personal information with third parties unrelated to AIA unless required by law, to protect our rights or others’ safety, or as part of a legal investigation.

For Appointed or Affiliated Agents

If you are appointed with or affiliated with AIA, we may collect the following and additional information to provide operational, compliance, and support functions. Additional types of information we may collect include:

• Contact Information: Name, personal and/or business address, phone number, email, date of birth, Social Security number, primary language, contact preferences, and professional credentials and licensing details.
• Professional Information: NPN, Agent IDs, E&O insurance, AHIP and carrier certifications, carrier alignments, RTS status, W-9, signed agreements and acknowledgments, state licensing, agency/carrier audits, compliance reports (e.g., SAM/OIG scrubs, incident reports, fraud/waste/abuse documentation).
• Service Usage Data: IP address, browser type, device information, activity logs, and pages visited.
• Submitted Content: Enrollment and quote forms, scope of appointment documents, client-facing records, uploaded files, and help desk tickets.
• Communication Records: Call recordings, text messages, emails, chats, comments and other portal interactions, and notes from support interactions—including those from third-party systems and platforms
• Submitted Client Data: Client-identifiable information/PHI submitted through our Services, such as names, contact details, Medicare IDs, social security numbers, DSNP levels, Medicaid numbers, policy info, application data, consent forms, call recordings, case tracking information, and any associated documents, notes, or uploaded/imported data.

We do not share your data or personal information with third parties unrelated to AIA unless required by law, to protect our rights or others’ safety, to perform necessary support functions, or as part of a legal investigation.

How We Use Your Information

We use the information we collect to provide, support, and improve our Services, and to operate effectively and compliantly as a Field Marketing Organization (FMO). This includes but is not limited to:

• Agent Support & Communication: To respond to your inquiries, provide requested information or assistance, and maintain records of interactions.
• Licensing & Compliance Management: To verify agent credentials, carrier appointments, and certification statuses; support audits; and fulfill regulatory obligations.
• Operational Processes: To onboard agents, manage contracting, process forms, track performance, and maintain operational workflows.
• Training & Resources: To deliver educational content, training modules, carrier updates, and sales support tools.
• Platform & Service Improvements: To monitor usage trends, optimize the functionality of our platforms, and ensure the reliability and security of our systems.
• Fraud Prevention & Legal Compliance: To detect and prevent potential FWA, ensure policy compliance, and meet legal or regulatory requirements.
• Marketing & Communication: To send agency announcements, training invitations, carrier bulletins, newsletters, and other communications relevant to your professional role. You may opt out of non-essential communications at any time.

We do not use agent data for any consumer sales purposes, and we do not sell or share personal information to third parties.

Information Sharing and Disclosure

We understand the importance of protecting your personal information and only share it in ways that support your role as your professional FMO. We do not sell your personal information and we only disclose it under the following circumstances:

• With Your Consent: We may share information with third parties if you give us explicit permission (e.g., carrier contracting or onboarding).
• With Insurance Carriers: To fulfill your contracting requests, maintain your appointment status, or submit required documents and certifications.
• With Third-Party Service Providers: We may share information with trusted partners who support our Services (e.g., CRM systems, enrollment platforms, file storage, communication tools) and who are contractually obligated to protect your data.
• For Legal, Regulatory, or Compliance Purposes: We may disclose information when required by law, subpoena, court order, audit, or government request; or to protect against potential fraud, misconduct, or harm to our users or organization.
• Platform & Service Improvements: To monitor usage trends, optimize the functionality of our platforms, and ensure the reliability and security of our systems.
• Fraud Prevention & Legal Compliance: To detect and prevent potential FWA, ensure policy compliance, and meet legal or regulatory requirements.
• During Business Changes: In the event of a merger, acquisition, or restructuring, your information may be transferred as part of business assets, provided data protection standards remain intact.

We take reasonable steps to ensure any third party we work with upholds HIPAA, strong data encryption, and confidentiality standards.

Data Security and Retention

At AIA, safeguarding your information is a top priority. We implement high-level security protocols and industry-leading standards to protect the data you entrust to us.

• HIPAA & SOC 2 Compliance: We maintain strict security and privacy controls in alignment with HIPAA (Health Insurance Portability and Accountability Act) requirements and are SOC 2 compliant, ensuring our systems are designed to manage data securely and protect the privacy of both agents and client information.
• Data Protection Measures: Our Services and systems utilize advanced encryption, secure servers, role-based access control, and continuous monitoring to protect your data from unauthorized access, loss, misuse, or alteration.
• Third-Party Platform Standards: We only work with vetted vendors and platforms that meet HIPAA and SOC II compliance standards. Including high data protection and confidentiality standards. Third party vendors are contractually obligated to comply with relevant data privacy laws and security practices.
• Retention Policy: We retain personal and professional data only as long as necessary to fulfill the purposes outlined in this Privacy Policy, to meet legal and regulatory obligations, and to support business or audit continuity. This includes retaining documentation required for compliance purposes even after an agent ends their affiliation with AIA.

Please be advised, that while we strive to protect your data and privacy, we cannot guarantee or warrant the security of any information you disclose or transmit to us via phone, online, or through third party systems. We are not responsible for the theft, destruction, or inadvertent disclosure of your information. If your personal information is compromised we will notify you (using your last known email) and notify any applicable regulator as required to do so by CMS and the insurance carriers.

Your Rights and Choices

As a licensed professional engaging with our Services, you have important rights regarding your personal data. We are committed to transparency and giving you control over your information.

Your Rights:

• Access & Review: You may request to review the personal information we have collected about you.
• Update or Correct: If your information is outdated, incomplete, or inaccurate, you may request that it be updated or corrected.
• Withdraw Consent: You may withdraw your consent for certain uses of your data at any time, subject to legal or contractual obligations.
• Request Deletion: In some circumstances, you may request that we delete your personal information, although certain data may be retained to comply with regulatory or business requirements.

Your Choices:

• Communication Preferences: You may opt out of non-essential communications, such as marketing emails or newsletters, by using the unsubscribe link or by contacting our support team.
• Cookie Controls: You can manage how cookies and similar technologies are used on your browser by adjusting your settings or preferences.
• Data Requests: To exercise any of your rights listed above, please contact us at compliance@helpmeaia.com or using our provided contact information below. We may require identity verification before fulfilling your request.

Please note that in some cases, we may not be able to fully comply with your request if it conflicts with regulatory obligations, legal retention policies, or contractual requirements related to your role as a licensed insurance agent.

Updates to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, Services, legal obligations, or other operational requirements. All updates will be posted on this page with a revised “Effective Date”. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

Continued use of our Services after any changes are posted constitutes your acceptance of the revised policy.