Claim Lane

Privacy & Data Handling

Last updated: June 2026

What this service is

Claim Lane is an administrative record-building tool. The free Record Check classifies denial patterns and surfaces the next written question to ask. Record Calls, when available, place outbound calls per the user's instruction and return the recording, transcript, and structured summary as a usable administrative record. Record Calls are currently in limited testing and are not open for public purchase. It does not provide legal advice or medical advice. Only the member or patient may submit a call request; third-party requests are not supported.

What you enter — free Record Check

Record Check is the free classification surface. It works from the pattern of what happened — not your identity. Do not paste your insurance member ID, Social Security number, date of birth, or other direct personal identifiers into the Record Check textarea. The classifier does not need them.

What you enter — Record Call / limited testing

Record Call is a separate surface that is currently in limited testing and is not open for public purchase. If you are invited to participate, the agent needs at minimum the name to use, the destination phone number, and the questions to ask. Other identifiers (member ID, date of birth, claim number, provider name) are optional fields on the form — the agent only uses them if you supply them, and you decide what to include based on what the call needs to accomplish.

What is stored

When you submit a denial for analysis, Claim Lane stores:

• The text you submitted (your denial description or paste)
• The structured analysis output (pattern, confidence, classification)
• The call artifact (recording, transcript, summary, and reference numbers), if you are invited to a Record Call and one is placed on your behalf
• Your email address, if you provide it for access recovery

Access is managed via session and payment tokens. Claim Lane does not create persistent user accounts.

What happens to your denial data

Denial descriptions and analysis outputs are stored for the purpose of delivering the service and supporting case recovery. They are not used for advertising, marketing, or sold to third parties.

• Denial data is retained as long as needed to support your case access and recovery links
• You may request deletion of your case data by emailing support@lane.claims with your case ID or checkout email
• Aggregated pattern data with identifiers redacted by default may be used to improve classification accuracy

Email

We use your email to send your result, receipt, and support-related messages. We do not use it for marketing unless you opt in.

For support, email support@lane.claims.

Call recordings (Record Call / limited testing only)

When you are invited to a Record Call and one is placed on your behalf, the agent dials the destination line and the call is recorded. The recording captures whatever the carrier, provider, regulator, pharmacy, or patient-advocacy representative says on the line, including their voice and any reference numbers, names, or identifiers they speak aloud. Claim Lane does not promise full removal of identifiers from the audio file.

The recording, transcript, and structured summary are delivered to the email address you provide and are also accessible via the signed-token result page. You may request deletion at any time by emailing support@lane.claims with the call reference. Deletion removes the artifact from active systems, but may take longer in backups and subprocessor logs where retention is required for security, fraud prevention, or legal compliance.

Artifact emails contain a secure access link to your result page. Do not forward artifact emails or share result links publicly — anyone with the link may be able to view the artifact unless you ask us to revoke access.

What is processed externally

The text you submit is sent to OpenAI's API to generate the analysis. OpenAI's business/API data-use policy applies to those transmissions. We use the API endpoint, not the consumer ChatGPT product. OpenAI does not use API data to train its models by default unless the customer opts in, and Claim Lane does not opt in to model training on user case data.

Payment processing is handled by Stripe. We do not store payment card details. Stripe's privacy policy applies to payment data.

Categories of data we collect

For the purposes of the California Consumer Privacy Act (CCPA/CPRA), the Virginia Consumer Data Protection Act (CDPA), the Colorado Privacy Act (CPA), and comparable state privacy laws, the categories of personal information we may collect are:

• Identifiers — name used on the call, destination phone number, email address (if provided), and any case or claim reference you choose to supply.
• Customer records — the denial description you submit, the call questions you provide, and optional fields such as member ID, date of birth, claim number, or provider name that you elect to enter.
• Audio and communications data — for Record Calls in limited testing, the call recording, transcript, and structured summary of the call placed on your behalf.
• Commercial information — records of products and payment status, if applicable (we do not receive or store full payment card numbers).
• Internet/network activity — session and payment tokens, and limited technical metadata (such as IP address and timestamp) recorded when you use the service.
• Inferences — the structured classification output (pattern, confidence, classification) generated from the text you submit.

Some of this information may include health-related details you choose to enter. We treat such information as sensitive personal data and process it only to deliver the service you requested.

Why we process your data (purposes)

• To classify the denial pattern and return the structured analysis you requested.
• To place the outbound call you authorized and return the recording, transcript, and summary as a usable administrative record.
• To deliver artifacts to your email and provide access via signed-token result pages.
• To process payment and support refunds where applicable.
• To support case recovery, respond to your requests, and maintain the security and integrity of the service.
• To improve classification accuracy using aggregated pattern data with direct identifiers redacted by default.

How long we keep it (retention)

• Voice call recordings, transcripts, and summaries: retained for up to 90 days after the call is delivered, then deleted from active systems unless you request earlier deletion or longer retention to support an open case.
• Health-related details you choose to enter: where technically separable, retained for up to 30 days after the associated artifact is delivered, then deleted from active systems unless you ask us to keep it longer for case access.
• Denial descriptions and analysis outputs: retained as long as needed to support your case access and recovery links, then pruned.
• Operational and bookkeeping logs: pruned on an age-based schedule once they are no longer needed for delivery, refunds, or audit.

Call recordings, transcripts, and summaries may contain spoken identifiers or health-related details that the speaker says aloud. Where those details are not technically separable from the call artifact, they remain inside that artifact until the artifact retention period above ends or you request deletion.

You may request deletion at any time by emailing support@lane.claims with your case ID, checkout email, or call reference.

Subprocessors

We use the following service providers (subprocessors) to operate the service. Each processes data only as needed to perform its function and under its own privacy commitments:

• Retell — voice call placement and recording. A Business Associate Agreement (BAA) is in place for the voice workflow.
• OpenAI (API) — generates the structured analysis from the text you submit. We use the API endpoint, not the consumer ChatGPT product.
• Stripe — payment processing. Handles card data directly; we do not store card numbers.
• Resend — transactional email delivery for artifacts, recovery links, and receipts.
• Cloud hosting and database provider — stores case data, artifacts, and operational records on encrypted infrastructure.

This list may change as the service evolves. Material changes will be reflected on this page.

We do not sell your data

We do not sell your personal information, and we do not share it for cross-context behavioral advertising, as those terms are defined under the CCPA/CPRA and comparable state privacy laws. We have not sold or shared personal information for these purposes in the preceding twelve months. We do not use your case data for advertising or marketing.

Your privacy rights

Depending on your state of residence (including California, Virginia, Colorado, Connecticut, and Utah), you may have the following rights regarding your personal information:

• Right to know / access — request the categories and specific pieces of personal information we hold about you.
• Right to delete — request deletion of your personal information, subject to legal exceptions.
• Right to correct — request correction of inaccurate personal information.
• Right to data portability — receive a copy of the information you provided in a portable format.
• Right to opt out — opt out of the sale or sharing of personal information and of targeted advertising. As stated above, we do not sell or share your data, so there is nothing to opt out of.
• Right to non-discrimination — we will not deny service, charge a different price, or provide a lesser quality of service because you exercised a privacy right.
• Right to appeal — if we decline a request, residents of states that provide an appeal mechanism (such as Virginia and Colorado) may appeal our decision by replying to our response.

To exercise any of these rights, email support@lane.claims with your case ID, checkout email, or call reference. We will verify your request using the session or payment token associated with your case and respond within the timeframe required by applicable law. You may use an authorized agent where permitted by law.

Where your data is stored

Claim Lane stores and processes data on infrastructure located in the United States. Our subprocessors may process limited data in accordance with their own terms; where they operate globally, we rely on their privacy commitments for any incidental processing.

What is not promised

• Claim Lane is not a HIPAA covered entity (it is not a healthcare provider, insurer, or clearinghouse). For the voice call product, Claim Lane has a Business Associate Agreement in place with its voice vendor, Retell. These two statements are not in conflict: a non-covered-entity can execute BAAs with its vendors, and Claim Lane has done so for the voice workflow.
• The retention timelines in the section above are operational targets that reflect our current practice, not legal guarantees. Deletion from backups, subprocessor logs, and bookkeeping records may take longer where we are required to retain data for security, fraud prevention, dispute handling, or legal compliance.
• We do not sell or share your case data for advertising or marketing purposes
• This service is not a substitute for legal advice or formal appeals representation

Security

All data transmitted to and from Claim Lane is encrypted in transit (HTTPS/TLS). Case data is associated with anonymous session and payment tokens.

If a security incident triggers a legal notice obligation under applicable privacy or health-data breach-notification law, Claim Lane will provide the required notices to affected individuals and authorities as required by that law.

Contact

For privacy questions or data requests, email support@lane.claims.

This page may be updated as the service evolves. Continued use after changes constitutes acceptance of the current version.