Terms & Refund Policy

Last updated: July 2026

What Claim Lane is

Claim Lane is an administrative record-building tool. The free Record Check classification surface analyses denial and access-failure patterns and surfaces the next written question to ask. It does not place any call.

Claim Lane does not provide legal advice, medical advice, or clinical guidance. It does not represent you, file claims on your behalf, or guarantee any outcome with an insurer. Use of this tool does not create an attorney-client relationship.

Regulatory timelines, plan-type applicability, and procedural requirements cited in Claim Lane outputs represent general federal and state frameworks. Specific applicability depends on your plan type, state of residence, and individual circumstances. Consult a licensed professional before taking legal action.

By checking the consent checkbox on the call request form, you consent to have Claim Lane place an outbound call to the destination you provide on your behalf. The call is placed at your explicit request to document an administrative interaction. Authorization is required to provide the Record Call you request. It is not required to use the free Record Check or any unrelated service. You may revoke this consent at any time by emailing support@lane.claims.

Users may request that a call be framed as an accessibility or accommodation request. Claim Lane does not determine whether a specific destination is legally required to accept that request.

Call recording and consent

Claim Lane seeks to create a recorded call artifact when recording is lawful, consent has been obtained where required, and recording is technically available. The AI agent discloses at the start of every call that it is an AI calling assistant acting on the patient's instruction; the system discloses recording at the start of the call and follows applicable law. If the destination will not continue after that disclosure, the refusal may be captured and delivered as part of your result when a usable record is created. If lawful recording cannot proceed, the call may end or may produce a detailed call log where legally and technically supported. By submitting a call request, you confirm that you are the patient/member requesting this call on your own behalf, and that you authorize the call to be recorded where lawful and the resulting record to be delivered to the email address you provide.

Purchase & billing

One-time purchase ($39 per call) — limited testing only

Each documented administrative inquiry is sold as a one-time payment of $39. You will not be charged again after your initial purchase unless you separately request another documented inquiry or subscribe to the subscription plan.

Monthly subscription — case-related follow-up calls on one active denial ($49/month, where available / early access)

The subscription is billed monthly by Stripe and covers reasonable, case-related follow-up calls on a single active denial. Each follow-up call is checked for safety and relevance before it is placed, and we confirm with you before each call. It does not cover unrelated calls, repeated attempts at the same call, calls requested on behalf of a third party, unsafe requests, or calls that require credentials you cannot provide. The subscription is offered where available as an early-access plan and may not be available in all cases. You can cancel anytime via the subscriber portal.

Payment is processed securely by Stripe. Claim Lane does not store your card details. Stripe's privacy policy applies to payment data.

Refund & dispute policy

Claim Lane's responsibility is to attempt the call and to deliver a usable result. Refund eligibility turns on one question: was a usable result delivered to you?

For refund purposes, Claim Lane distinguishes among: (a) meaningful administrative engagement or substantive refusal that produces a usable result; (b) immediate refusal to engage with an AI caller; (c) refusal based on recording consent; and (d) technical failure to reach a human or complete the IVR path. Category (a) is chargeable. Categories (b), (c), and (d) receive either one alternate attempt at no additional cost or a refund, as determined by Claim Lane based on the failure mode.

Every call outcome falls into one of three buckets: Reached — a person engaged with the questions and a usable result is delivered (chargeable); Refused — a person was reached but declined to proceed; a substantive refusal that produces a usable documented record is chargeable, while an immediate refusal to engage with an AI caller or a refusal based on recording consent receives one alternate attempt at no additional cost or a refund; Not Reached — no person was reached and the IVR path could not be completed, which receives one alternate attempt at no additional cost or a refund.

Not refundable — usable result delivered. Payment is kept when a usable result is delivered to you. A usable result includes an accessible result page containing the documented outcome, a structured summary, any reference numbers supplied, and the available source record (which may be an audio recording, transcript, or detailed call log). No individual component is guaranteed when unavailable because of consent, refusal, carrier policy, or technical limitations. A refusal after the agent identifies itself is a documented administrative outcome and is part of your result.
Refundable — usable result not delivered. Payment is refunded when a usable result is not delivered. This covers cases where no accessible result page can be produced — for example, no usable source record, a summary that cannot be generated, a result page that cannot be accessed, or delivery that cannot be completed.
Refundable — line could not be reached (one example of result-not-delivered). Claim Lane will attempt the call at least three times across at least two distinct dial windows within 72 hours of purchase. If every attempt ends in one of the following without ever connecting to a human or to a working IVR menu — no answer after 60 seconds of ring, continuous busy, disconnected/invalid-number recording, or a recorded "we are closed / call back during business hours" message at every attempt — and no usable source record is captured, the per-call purchase is refunded.
To request a refund — contact us at support@lane.claims within 7 days of your purchase date with the call reference and a brief description. We will investigate and respond within 2 business days.
If you were charged in error — contact support with your purchase details. We will resolve billing errors promptly.
Before initiating a chargeback — please contact support first. Contacting us allows us to resolve the issue faster than a formal dispute process. Your Stripe chargeback rights are not waived by this policy.
How requests are evaluated — refund requests are evaluated on whether a usable result was delivered, on a case-by-case basis depending on delivery status.

Subscription refund policy

The following refund policy applies specifically to the $49/month subscription:

No refund once calls have been placed. If at least one call has been placed under the subscription in the current billing period, no refund is issued for that period. The subscription value was delivered.
Full refund within 48 hours if no calls placed. If you subscribed and no calls have been placed under the subscription within 48 hours of the initial charge, contact support at support@lane.claims for a full refund of that billing period.
Cancellation takes effect at period end. Cancelling via the subscriber portal stops future renewal charges. You retain access and subscription calls through the end of the current billing period already paid for. No prorated refund is issued for the remainder of the period.
Renewals. If a renewal charge has occurred and you have not yet placed any calls in the new period, contact support within 48 hours of the renewal date for a refund of that renewal charge.

Cancellation

Per-call purchases ($39) are one-time payments with no cancellation process required. You will not be charged again.

To cancel the monthly subscription, use the "Manage subscription" link in the subscriber portal or contact support. Cancellation via the Stripe subscriber portal takes effect at the end of the current billing period. You retain subscription access through that date.

Limitation of responsibility

Claim Lane provides educational and administrative guidance only. We make no representation that any appeal, complaint, or regulatory filing will result in a favorable outcome. Insurer responses, regulatory agency decisions, and external review outcomes are outside our control.

To the maximum extent permitted by applicable law, Claim Lane's liability is limited to the amount you paid for the service.

Existing Audit Packet Access

The standalone $129 Audit Packet purchase path was retired on May 21, 2026 (absorb decision). No new Audit Packet purchases can be made after that date.

Magic-link access commitment — ongoing

Any person who purchased an Audit Packet before May 21, 2026 retains access to their packet without time limit via the magic link delivered in their purchase confirmation email. This commitment survives any future product-line change, price change, or site rewrite. Access remains subject to identity and payment verification, reasonable security controls, applicable legal requirements, and any deletion request you make as the purchaser. If your magic link has expired or you cannot locate your confirmation email, contact us at support@lane.claims and we will re-issue it.

The current public product is the free Record Check.

Contact & support

For billing questions, refund requests, or general support:

Claim Lane Support

Email: support@lane.claims

We aim to respond to all support inquiries within 2 business days. For privacy and data questions, see our Privacy & Data Handling page.

These terms may be updated as the service evolves. Material changes will be reflected on this page.