Privacy Policy

1. Accountability

NovaLink has designated a Privacy Officer who is responsible for the creation, oversight, and implementation of our Privacy Policy and procedures for protecting Personal Information, for receiving privacy-related questions, and for providing information about our privacy practices. Our Privacy Officer is also responsible for overseeing updates to this Privacy Policy and for ensuring that NovaLink maintains privacy practices consistent with applicable legal requirements.

2. Identifying Purposes

NovaLink collects, uses, and discloses Personal Information only for the purposes of providing and operating the Services and for such other ancillary purposes as may be consented to by users or otherwise permitted or required by law. These purposes include facilitating FNOL and related claim intake processes, transmitting claim information to authorized organizations, generating summaries, reports, and transcripts, supporting customer service and technical support, maintaining platform security, preventing fraud, improving system functionality and performance, complying with legal and regulatory requirements, and supporting corporate transactions where appropriate safeguards are in place to protect the confidentiality of the Personal Information in our possession.

3. Personal Information

More specifically, NovaLink collects, uses, and discloses information, which may include Personal Information, for purposes related to the operation of IntakePro and the delivery of the Services. This includes using Personal Information to facilitate claim intake and communication workflows, to collect and transmit claim-related data to authorized insurance companies, brokers, and restoration companies, to generate transcripts and reports, to provide technical and customer support, and to improve the quality, functionality, and reliability of the Service. NovaLink may also use Personal Information to communicate service updates, operational notices, and other administrative messages relating to the Services. We may use aggregated or anonymized information for analytics, reporting, and product improvement, but we do not use such information to identify individual users.

In providing the Services, NovaLink may also collect communication data, including call recordings, call transcripts, and related metadata such as date, time, duration, and phone numbers. Users of the Service may submit or upload claim-related content, including photographs, reports, notes, and other documents. We may also automatically collect technical information such as IP address, browser type, device type, system logs, and other platform usage data in order to maintain system functionality, security, and performance. NovaLink limits the collection of Personal Information to what is necessary for the identified purposes.

4. Consent

NovaLink takes a consent-based approach to the collection, use, and disclosure of Personal Information. We generally collect Personal Information directly from individuals or through their interactions with IntakePro. By providing information to us or by interacting with IntakePro or the Site, individuals consent to the collection, use, and disclosure of their Personal Information as described in this Privacy Policy, subject to applicable legal requirements. In circumstances where NovaLink processes Personal Information on behalf of a client organization, such as an insurance company, broker, or restoration company, that client organization is responsible for obtaining any consents required from the individuals whose Personal Information is disclosed to us or to our third-party service providers in connection with the Services.

Individuals may withdraw their consent, where permitted by law, by contacting our Privacy Officer using the contact information set out above. Withdrawal of consent will not apply to actions already taken based on prior consent and may affect our ability to provide certain Services. NovaLink may still collect, use, or disclose Personal Information without consent where permitted or required by applicable law.

5. Limiting Collection

NovaLink limits the collection of Personal Information by collecting only the minimum amount of information required to facilitate the Services and fulfill the purposes identified in this Privacy Policy. However, users may choose to provide additional information in order to support claim handling, improve service functionality, or enhance their use of the Service. NovaLink does not knowingly or intentionally collect Personal Information from individuals under the age of 18, as the Service is intended for businesses and adults.

6. Limiting Use, Disclosure and Retention

NovaLink will not use or disclose Personal Information for purposes other than the identified purposes of the Services or such other purposes as may be permitted or required by law. We also ensure that only those individuals with authorized operational, administrative, or support responsibilities have access to Personal Information, and only where such access is required to perform work authorized by NovaLink.

NovaLink may share Personal Information with authorized parties involved in claim processing, including insurance companies, insurance brokers, restoration companies, and service providers who support the platform and its operations. In many cases, NovaLink acts as a service provider or data processor and processes Personal Information according to the instructions of the client organization responsible for the claim.

NovaLink retains Personal Information only for as long as necessary to fulfill the identified purposes, meet contractual obligations, comply with legal and regulatory requirements, resolve disputes, and enforce agreements. We may retain non-personally identifiable, aggregated, or anonymized information for a longer period for analytics, operational, or product improvement purposes.

NovaLink may retain Personal Information on secure systems and infrastructure used in connection with the Service. Some third-party service providers may process or store Personal Information outside Canada. In such circumstances, the information may be subject to the laws of those jurisdictions. NovaLink takes reasonable steps to ensure that appropriate safeguards are in place to protect Personal Information processed on our behalf by third-party service providers.

7. Cross-Border Processing

In order to provide the Services efficiently and securely, NovaLink may use third-party service providers that process or store Personal Information outside of Canada. As a result, Personal Information may be accessible to law enforcement, courts, or regulatory authorities in those jurisdictions in accordance with local laws. NovaLink takes reasonable contractual and operational steps to ensure that Personal Information transferred across borders receives an appropriate level of protection.

8. Third-Party Service Providers

NovaLink uses third-party service providers to support the operation of IntakePro and the delivery of the Services. These providers may support telecommunications, artificial intelligence processing, cloud infrastructure, data storage, monitoring, analytics, customer communications, and other platform functionality. We require such providers to maintain appropriate confidentiality, privacy, and security safeguards consistent with the sensitivity of the information they process on our behalf. However, third-party service providers may have their own terms of service and privacy practices, and users are responsible for reviewing those terms where applicable.

9. Accuracy

NovaLink relies on users and client organizations to ensure that the Personal Information they provide is as accurate, complete, and up to date as necessary for the purposes for which it is to be used. We make reasonable efforts to maintain the accuracy of Personal Information in our possession and encourage individuals and client organizations to notify us of any corrections or updates that may be required.

10. Safeguards

NovaLink implements administrative, technical, and organizational safeguards appropriate to the sensitivity of the Personal Information in our possession. We use measures designed to protect Personal Information against loss, theft, and unauthorized access, use, disclosure, copying, modification, disposal, or destruction. These safeguards include, among other things, secure cloud infrastructure, encryption of data in transit, access controls and authentication mechanisms, monitoring and logging of system activity, and other security measures appropriate to the operation of the Services. While NovaLink takes reasonable steps to protect Personal Information, no method of transmission over the Internet or method of electronic storage can be guaranteed to be completely secure.

11. Openness

NovaLink makes clear and transparent information about its privacy practices publicly available through this Privacy Policy. This Policy describes our practices with respect to the collection, use, disclosure, retention, and protection of Personal Information and provides contact information for our Privacy Officer. NovaLink will update this Privacy Policy from time to time as our information practices evolve. Where appropriate, we will notify users of material changes by updating the effective date of this Policy and by posting the revised version on our Site.

12. Access and Privacy Rights

Individuals may have the right, subject to applicable law, to request access to Personal Information held about them, to request corrections to inaccurate or incomplete Personal Information, and to inquire about NovaLink's compliance with this Privacy Policy. Requests may be submitted to our Privacy Officer using the contact information provided above. NovaLink will review and respond to such requests in accordance with applicable legal requirements.

13. Cookies and Website Tracking

NovaLink's Site may use cookies and similar technologies to support functionality, improve user experience, analyze Site usage, and maintain security. Cookies are small text files stored on a user's device that help websites operate more effectively and provide information about how users interact with the Site. Users can control or disable cookies through their browser settings, although doing so may affect the functionality of certain features of the Site or Service. NovaLink may also use third-party analytics or similar tools that collect non-identifiable information about Site usage in order to better understand traffic patterns and improve the Site and Services over time.

14. Children's Privacy

The Service is intended for use by businesses and adults. NovaLink does not knowingly collect Personal Information from individuals under the age of 18. If we become aware that Personal Information of an individual under 18 has been collected inappropriately, we will take reasonable steps to delete such information, subject to any legal obligations that may require retention.

15. Changes to This Privacy Policy

NovaLink may update this Privacy Policy from time to time to reflect changes in our information practices, operational needs, legal requirements, or the evolution of the Services. If we make material changes, we will post the updated Privacy Policy on the Site and revise the effective date at the top of the Policy. We encourage users to review this Privacy Policy periodically to remain informed about our privacy practices.

16. Challenging Compliance

NovaLink's Privacy Officer is responsible for receiving privacy-related questions, concerns, and complaints. Individuals may contact us to ask questions about our privacy practices, to raise concerns regarding compliance with this Privacy Policy, or to submit a complaint regarding the handling of Personal Information. All such inquiries will be reviewed and addressed in accordance with applicable laws and our internal privacy practices.