Privacy Policy

Pet Haven Agency ("Pet Haven," "we," "us," "our") respects your privacy. This Privacy Policy explains how we collect, use, disclose, and protect information when you use our website, applications, and online services (collectively, the "Services").

1) Scope

This Privacy Policy applies to information collected through the Services, including when you:

• Use our quote wizard to request an insurance quote
• Create an account or log in
• View policy information
• Submit claim information and documents

This Privacy Policy does not apply to third-party websites, insurance carriers, claims administrators, payment providers, or other third parties that may collect information separately. Their privacy practices are governed by their own policies.

2) Information We Collect

We may collect the following categories of information:

2.1 Information You Provide to Us

Personal information (about you), such as:

• Name
• Email address
• Phone number
• Mailing address
• Login credentials (we store passwords in hashed form)

Pet information, such as:

• Pet name, species/breed, age/date of birth, weight (if provided)
• Medical or veterinary history details you submit
• Vet clinic name/contact info (if provided)

Policy and coverage-related information, such as:

• Quote inputs and selections
• Policy identifiers and coverage options (once bound/issued, as available to us)
• Communications with support

Claims information, such as:

• Claim descriptions, dates, invoices/receipts
• Veterinary records and other documents you upload
• Photos or other supporting materials you submit

2.2 Information We Collect Automatically

When you use the Services, we may automatically collect:

• IP address
• Device and browser information
• Pages viewed and actions taken (e.g., steps completed in the quote wizard)
• Approximate location (derived from IP)
• Cookies and similar technologies (see Section 6)

2.3 Information We Receive From Others

We may receive information from:

• Insurance carriers (e.g., policy status, billing status, eligibility or underwriting outcomes, claim status—depending on integrations)
• Claims administrators (e.g., claim intake status or requests for additional documentation)
• Service providers that help us operate the Services (analytics, hosting, customer support tools)

3) How We Use Information

We use information for the following purposes:

3.1 To Provide and Operate the Services

• Generate and present quotes based on the information you provide
• Create and manage user accounts
• Enable you to view policy information
• Facilitate claim submissions and communications

3.2 To Communicate With You

• Send transactional messages (account verification, quote follow-ups, policy notices, claim updates)
• Respond to support requests

3.3 To Improve and Secure the Services

• Monitor performance and fix bugs
• Analyze usage trends and improve the quote flow
• Prevent fraud, abuse, and unauthorized access

3.4 For Legal, Compliance, and Business Purposes

• Comply with legal obligations and respond to lawful requests
• Enforce our Terms of Service and protect rights/safety
• Maintain records for internal operations

4) How We Share Information

We do not sell your personal information.

We may share information in the following situations:

4.1 With Insurance Carriers

To provide quotes, apply for coverage, administer policies, and support underwriting and servicing, we may share relevant information with the insurance carrier(s) you select or that provide the requested quote.

4.2 With Claims Administrators and Related Parties

To process claims, we may share claim information and uploaded documents with:

• Claims administrators
• Insurance carriers
• Vendors involved in claim processing (as needed)

4.3 With Service Providers

We use vendors to help operate the Services (e.g., hosting, analytics, email/SMS delivery, customer support platforms). They are permitted to use information only to perform services for us and must protect it.

4.4 For Legal Reasons and Safety

We may disclose information if we believe it is necessary to:

• Comply with law, regulation, legal process, or governmental requests
• Protect the rights, property, or safety of Pet Haven, our users, or others
• Detect, prevent, or address fraud, security, or technical issues

4.5 Business Transfers

If we are involved in a merger, acquisition, financing, reorganization, or sale of assets, information may be transferred as part of that transaction.

5) Sensitive Information (Vet Records / Claims Documents)

Claim documents and veterinary records may contain sensitive details. By uploading or submitting this information, you authorize us to use and share it as described in this Privacy Policy for purposes of quoting, policy servicing, and claim processing.

Please avoid uploading information that is not necessary for your request.

6) Cookies and Similar Technologies

We may use cookies, pixels, and similar technologies to:

• Keep you logged in
• Remember preferences
• Understand usage and improve the Services
• Help prevent fraud and secure accounts

You can control cookies through your browser settings. Some features may not function properly if cookies are disabled.

7) Your Choices and Rights

Depending on your location and applicable law, you may have rights to:

• Access: request a copy of certain personal information we hold
• Correction: request corrections to inaccurate information
• Deletion: request deletion of certain information (subject to legal/insurance recordkeeping needs)
• Opt-out of marketing: unsubscribe from marketing emails (transactional messages may still be sent)

To make a request, contact us at: privacy@pethaveninsurance.com. We may need to verify your identity before fulfilling requests.

8) Data Retention

We retain personal information as long as reasonably necessary to:

• Provide the Services
• Maintain your account
• Support policies and claims
• Comply with legal, regulatory, and contractual requirements
• Resolve disputes and enforce agreements

Retention periods can vary depending on the type of data and our obligations.

9) Security

We use reasonable administrative, technical, and physical safeguards designed to protect information. However, no method of transmission or storage is 100% secure, and we cannot guarantee absolute security.

10) Children's Privacy

The Services are not directed to children under 13, and we do not knowingly collect personal information from children under 13. If you believe a child has provided us information, contact us and we will take appropriate steps.

11) International Users

If you access the Services from outside the United States, your information may be processed and stored in the United States or other locations where our service providers operate. By using the Services, you understand and consent to this transfer.

12) Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will post the updated policy on this page and update the "Last Updated" date. Continued use of the Services after changes become effective indicates acceptance of the updated policy.

13) Contact Us

For questions, concerns, or privacy requests, contact:

Pet Haven Agency
Email: privacy@pethaveninsurance.com
Support Email: support@pethaveninsurance.com
Phone: 512-333-1018