Privacy Policy

Phalanx is a claims management application operated by Mascolo Solutions LLC. Each customer organization uses Phalanx to manage insurance claim files for the people and businesses it serves. the customer organization is responsible for its claim records; Mascolo Solutions LLC develops, hosts and supports the application and processes those records to provide the service. This policy explains what Phalanx holds, how it is used, and the choices you have. It applies to the application at phalanxcrm.com, its client portal, and the emails and text messages it sends.

Who you are to Phalanx

• Staff users — people who work for the customer organization and sign in to manage claim files.
• Portal users — the customer organization’s clients, who sign in to the client portal to follow their own claim, upload documents and message their adjuster.
• People on a claim file — insureds, carriers, adjusters, contractors, attorneys and other parties whose details the customer organization records as part of handling a claim, whether or not they ever sign in.

The customer organization decides what goes into its claim files and who at the customer organization can see them. the customer organization is the responsible party for that information; Mascolo Solutions LLC processes it on the customer organization’s instructions.

What we hold

• Account information — name, email address and role for staff; email address for portal users; a mobile number if a staff member adds one to their profile.
• Claim files — property addresses, policy and claim numbers, dates of loss, status, notes, tasks, and the documents and photos uploaded by staff or by portal users (estimates, correspondence, reports, proof of loss and similar).
• Contacts and organizations — names, companies, email addresses and phone numbers of the parties involved in a claim, entered by staff.
• Messages and notifications — messages exchanged through the client portal, and the record of emails and texts the application sent.
• Notification choices — which email notifications you receive and, for staff, whether you consented to text messages.
• Technical information — sign-in records, IP address, browser type, and error reports generated when something goes wrong.

How it is used

• To run the application for the customer organization: storing and organizing claim files, tracking tasks, and giving the right people access.
• To communicate: emails about claim activity, document requests, task assignments and sign-in codes; and, only for staff who opt in, text messages about their work (see the SMS Terms).
• To help staff work faster, including sorting uploaded documents and pulling key details out of them for review. People review what the application suggests; it does not make claim decisions.
• To keep the service secure, reliable and supported: detecting misuse, fixing errors, and keeping backups.

The information in Phalanx is not used for advertising and is not sold.

Who it is shared with

• the customer organization staff. the customer organization staff with access to a claim file can see that file, including documents and messages a portal user submits.
• Mascolo Solutions LLC, which builds, hosts and supports the application for the customer organization.
• Service providers that run parts of the application: hosting, database and file storage, email delivery, text message delivery, error monitoring, and document processing that extracts information from uploaded files. They may use the information only to provide those services.
• When required by law, or to protect the rights, safety or property of the customer organization, a user, or Mascolo Solutions LLC.

Mobile numbers and SMS consent are not sold or shared with third parties or affiliates for their marketing or promotional purposes. The messaging provider processes them only to deliver the texts a staff member chose to receive.

Text messages

Phalanx text messages are optional, currently available to the customer organization staff only, and off by default. A staff member opts in by adding their mobile number to their profile and turning on Staff text messages in Settings. They can stop at any time by replying STOP or turning the setting off. Full details are in the SMS Terms and on the staff text messages page.

The client portal

Portal users sign in with a one-time code sent to their email address; no password is stored. A portal user sees only the claim files their organization is a party to. Documents and messages they submit become part of the customer organization’s claim file. To change which emails you receive about your claim, contact your adjuster.

How long it is kept

Claim files are the customer organization’s business records and are kept for as long as the customer organization requires. Deleted documents are removed from active storage and age out of backups afterwards. Technical logs and error reports are kept for a limited period for security and troubleshooting. Sign-in codes expire within minutes.

Security

Information is encrypted in transit. Access is limited to authorized the customer organization staff, to portal users for their own claims, and to the people at Mascolo Solutions LLC who run and support the application. Regular backups are kept so that a failure does not lose the customer organization’s records.

Your choices

• Staff can update their name, phone number and notification preferences in Settings.
• Anyone can ask what information about them Phalanx holds, ask for a correction, or ask about deletion by contacting the customer organization or emailing support@phalanxcrm.com. Requests about a claim file are answered with the customer organization, whose records they are.

Changes and contact

When this policy changes, the date at the top of the page changes. Questions about your claim go to your claims organization. Questions about the application or this policy go to Mascolo Solutions LLC at support@phalanxcrm.com.