Privacy Policy

Effective Date: June 1, 2025 | Last Updated: June 1, 2025

A Product of INDIEM TECH • ISO 9001 • ISO 27001 • ISO 20000

ClaimTrue ("ClaimTrue", "we", "us" or "our"), a product of INDIEM TECH, is committed to protecting the privacy and confidentiality of your personal information. This Privacy Policy explains how we collect, use, disclose, store and safeguard information when you visit our website www.claimtrue.in, create an account, or use any of our claim advocacy, audit, or document management services (collectively, the "Services").

By accessing or using our Services, you agree to the terms of this Privacy Policy. If you do not agree, please discontinue use of our website and Services.

1. Information We Collect

1.1 Information You Provide Directly

When you register, subscribe or interact with our Services, we may collect:

Full name, date of birth, and contact details (email address, mobile number)
Residential and billing address
Identity and KYC documents (Aadhaar, PAN, passport, voter ID)
Health insurance policy documents, policy numbers, and insurer details
Hospital bills, discharge summaries, investigation reports, prescriptions, and related medical records
Claim forms, indoor case papers, pharmacy invoices, and related claim documentation
Bank account details (for NEFT reimbursement processing)
Payment information (UPI, credit/debit card, net banking — processed securely via third-party payment gateways; card details are not stored on our servers)
Queries, feedback, or correspondence submitted through our contact forms, email, or WhatsApp

1.2 Information Collected Automatically

When you use our website or digital platform, we may automatically collect:

IP address, browser type, operating system, and device identifiers
Pages visited, clickstream data, session duration, and referring URLs
Cookie and tracking technology data (see Section 7 — Cookies)
Log files and usage analytics to improve our platform performance

1.3 Information from Third Parties

With your authorisation, we may receive information from:

Insurance companies, Third Party Administrators (TPAs), and IRDAI-regulated entities, to process and track your claims
Hospitals, clinics, and diagnostic centres, for B2B hospital solution clients
Payment processors and banking partners, to verify or process transactions

2. How We Use Your Information

We use the information we collect for the following purposes:

2.1 Service Delivery

To verify your identity and activate your subscription
To decode, audit, and verify your health insurance policy and claims
To review hospital bills line by line against IRDAI non-payable lists and insurer rules
To file, track, and follow up on claims with TPAs and insurers on your behalf
To provide rejection analysis, prepare rectification dossiers, and resubmit denied claims
To store your documents securely in the encrypted digital vault
To provide hospital empanelment support for B2B clients

2.2 Communication

To send transactional communications — service confirmations, claim status updates, audit reports, and alerts
To respond to your queries, support requests, and grievances
To send service-related announcements or regulatory updates relevant to your claim

2.3 Platform Improvement & Analytics

To analyse usage patterns and improve our tools, workflows, and documentation templates
To monitor service quality and train our claim specialists
To detect and prevent fraud, unauthorised access, or policy violations

2.4 Legal & Regulatory Compliance

To comply with applicable Indian laws, IRDAI regulations, or court orders
To enforce our Terms of Service and protect the rights of ClaimTrue and its users

3. How We Share Your Information

ClaimTrue does not sell, rent, or trade your personal or medical information. We share information only in the following limited circumstances:

3.1 With Your Consent

We share your documents and claim details with insurance companies, TPAs, and hospitals only to the extent required to deliver the Services you have engaged us for, and only with your explicit authorisation.

3.2 Service Providers

We engage trusted third-party service providers who assist in operating our platform, including cloud hosting, payment processing, and communication services. These providers are bound by confidentiality obligations and are prohibited from using your data for any purpose beyond the specific service they provide.

3.3 Legal Requirements

We may disclose your information if required to do so by law, court order, regulatory authority (including IRDAI), or government directive, provided such disclosure is limited to what is strictly necessary.

3.4 Business Transfers

In the event of a merger, acquisition, or sale of all or part of our business, your information may be transferred to the acquiring entity, subject to the same privacy protections described in this Policy. You will be notified of any such change.

4. Data Security

ClaimTrue is ISO 27001 certified for information security management. We implement appropriate technical and organisational measures to protect your data against unauthorised access, loss, alteration, or disclosure:

All documents and personal data are stored in AES-256 encrypted cloud storage
Access to data is role-based and strictly limited to authorised claim specialists handling your case
All data transmissions between your device and our servers use TLS (Transport Layer Security) encryption
Access events are logged and subject to regular audit review
We conduct periodic vulnerability assessments and security reviews aligned with our ISO 27001 certification

Despite these safeguards, no data transmission over the internet or electronic storage system is 100% secure. While we strive to protect your information, we cannot guarantee absolute security and encourage you to keep your login credentials confidential.

5. Data Retention

We retain your personal information and documents for as long as your subscription is active or as long as necessary to provide our Services. After account termination:

Claim records and supporting documents are retained for a minimum period of 3 years, as required by applicable Indian regulations and for dispute resolution purposes
Financial transaction records are retained for 7 years in compliance with Indian tax and accounting laws
Upon your written request for deletion, we will delete or anonymise your data, subject to any legal retention obligations

Documents uploaded to the digital vault are retained only for as long as you choose to store them. You may delete vault contents at any time from within your account settings.

6. Your Rights

As a user of ClaimTrue's Services, you have the following rights with respect to your personal data:

Right to Access You may request a copy of the personal information we hold about you
Right to Rectification You may request correction of inaccurate or incomplete data
Right to Erasure You may request deletion of your data, subject to applicable legal retention requirements
Right to Data Portability You may request your data in a commonly used, machine-readable format
Right to Withdraw Consent Where processing is based on consent, you may withdraw it at any time without affecting the lawfulness of prior processing
Right to Grievance Redressal You may lodge a complaint with our Grievance Officer (details in Section 10) or with the relevant data protection authority

To exercise any of these rights, please contact us at info@claimtrue.in with subject line "Privacy Rights Request". We will respond within 30 days.

7. Cookies & Tracking

Our website uses cookies and similar tracking technologies to enhance your experience and analyse site usage. Types of cookies we use:

Essential Cookies — Required for the website to function correctly (login sessions, form submissions)
Analytics Cookies — Help us understand how visitors use our website (page views, traffic sources). Data is aggregated and anonymised
Preference Cookies — Remember your language and display preferences

You may control cookies through your browser settings. Disabling essential cookies may affect website functionality. We do not use cookies for advertising or share cookie data with third parties for marketing purposes.

8. Children's Privacy

Our Services are not directed at individuals under the age of 18. We do not knowingly collect personal information from minors. If you believe we have inadvertently collected information from a minor, please contact us immediately at info@claimtrue.in and we will delete such information promptly.

9. Third-Party Links

Our website may contain links to third-party websites or resources (such as insurer portals or IRDAI). We are not responsible for the privacy practices of those websites and encourage you to review their privacy policies before submitting any personal information.

10. Grievance Officer

In accordance with applicable Indian law, the details of our Grievance Officer are as follows:

Name Grievance Officer, ClaimTrue / INDIEM TECH

Address Office No. 101, First Floor, Plot No. A-61, Sector-16, Seven Wonder Business Center, Noida, Uttar Pradesh – 201301

Email info@claimtrue.in

Phone +91 9205862303

Hours Monday – Saturday, 9:00 AM – 6:00 PM IST

Grievances will be acknowledged within 48 hours and resolved within 30 days of receipt.

11. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, or applicable law. When we make material changes, we will notify you by email or by posting a notice on our website. The updated Policy will indicate the revised effective date at the top of the document. Continued use of our Services after such notice constitutes acceptance of the updated Policy.

12. Contact us

ClaimTrue — A Product of INDIEM TECH

Office No. 101, First Floor, Plot No. A-61, Sector-16
Seven Wonder Business Center, Sector-16, Noida, UP – 201301

Website: www.claimtrue.in

Email: info@claimtrue.in

Phone: +91 9205862303

Support Hours: Monday – Saturday, 9:00 AM – 6:00 PM IST

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