This privacy policy explains what personal information we collect, why we use it, who we share it with, how long we keep it, and the choices available to you. It applies when you use our public website, customer portal, iOS application, App Clip, claim-support services, or contact our team.
Who we are
The controller responsible for the personal information described in this notice is ICH Ltd, trading as Insurance Claim Help, a company registered in England and Wales under company number 17168847.
Registered office
4th Floor, 18 St. Cross Street, London, EC1N 8UN, United Kingdom
Privacy enquiries
Telephone
Information we collect
We collect information you provide, information created while you use the service, and information supplied by an authorised representative or another organisation involved in your claim.
Account and contact details
Name, email address, telephone number, account role, login credentials, verification status, profile picture, and account preferences.
Claims and properties
Claim references, status, property and correspondence addresses, postcode, property type, claim values and costs, incident details, notes, insurer contacts, contractor details, and documents associated with a claim.
Room scanning data
Room names, structural measurements, walls, doors, windows, floor and ceiling geometry, RoomPlan JSON, a USDZ model, manifests, technical outputs, and—where enabled—raw sensor capture data from an App Clip scan.
Verification and business information
Where relevant to a builder or supplier account: business name and contact details, registration and tax information, business address, rates, service areas, skills, and documents used for verification.
Technical and usage information
IP address, browser and device information, security logs, cookies, local storage, session tokens, and interactions with the website. The native iOS app does not request device GPS, microphone, or photo-library access.
Communications
Enquiries, support requests, complaints, messages, and the information you choose to include when contacting us.
How we use information
We use personal information to:
- create and secure accounts, authenticate users, and provide access to claims;
- assess, document, manage, and communicate about property insurance claims;
- create floor plans, 3D models, technical reports, and repair-related outputs;
- coordinate with authorised insurers, handlers, builders, suppliers, and contractors;
- respond to enquiries, provide support, and handle complaints;
- protect the service, prevent misuse, investigate fraud, and maintain records; and
- maintain the website, monitor security, and diagnose technical faults using essential service logs.
Lawful bases
Contract
To provide the account, claim-support, scanning, and communication services you request.
Legal obligation
To keep records, respond to lawful requests, and meet regulatory, accounting, tax, or legal duties.
Legitimate interests
To secure and improve the service, administer relationships, resolve disputes, and protect our business, provided those interests do not override your rights.
Automated decision-making
We do not use solely automated decision-making to make decisions about you that produce legal effects or similarly significant effects. Our claim-support and verification processes may use information systems, but material decisions are reviewed by people.
Room scanning and the App Clip
The App Clip uses Apple RoomPlan on compatible iPhone Pro and iPad Pro devices with LiDAR. During a scan, live camera and sensor input is processed on the device to recognise the room environment. The app does not save or upload photographs or video recordings for this feature.
When the scan finishes, the generated RoomPlan files—including captured-room JSON, an optional raw capture, a USDZ model, and a manifest—are uploaded over HTTPS to our API and may be sent to a floor-plan processing service. These files are used to create claim-related technical outputs and are not used for advertising.
Please do not include names, contact details, or other sensitive information in an optional room name.
Retention
We keep information only for as long as it is reasonably needed for the relevant purpose. The period depends on the type of information, the status of a claim, legal and regulatory requirements, and whether a dispute or investigation is open.
- Account and contact information is kept while the account is active and for a limited period after closure for security, legal, and dispute purposes.
- Raw RoomPlan capture files are kept while they are needed to process a scan and support the related claim, then removed when they are no longer needed, subject to legal, regulatory, or dispute-related holds.
- Generated floor plans, manifests, Captured Room JSON, claim records, and documents may be retained where needed for claim administration, audit, legal, regulatory, or contractual purposes.
- Essential session storage is kept only for as long as needed to provide a secure, functioning service.
- Support and complaint records are retained for as long as needed to resolve the issue and meet legal or regulatory requirements.
Security and passwords
We use HTTPS for data in transit and access controls, logging, and role-based permissions appropriate to the service. Passwords are not stored in readable form; our server stores a one-way password hash. The native iOS app does not store your password.
The native iOS app stores short-lived access and refresh tokens in Apple’s Keychain and may cache your name, email address, and role locally so the app can restore its interface. The web portal uses browser cookies and local storage for session tokens and profile state. Signing out removes those local session values.
If you choose to use Apple Password AutoFill or iCloud Keychain, Apple may store and fill your credentials under your Apple account settings. We do not access or control credentials stored in Apple’s Keychain service.
No online service can be guaranteed completely secure. Do not reuse passwords, and contact us promptly if you believe an account has been compromised.
Your rights
Depending on the circumstances and the lawful basis involved, you may have the right to ask us to access, correct, delete, restrict, or transfer your personal information, or to object to particular processing. Where we rely on consent, you can withdraw it at any time. Withdrawal does not affect processing that happened before withdrawal.
To exercise a right, email info@insuranceclaimhelp.co.uk with enough information for us to verify and respond to your request. We normally respond within one month where the law requires it, although complex requests may take longer where permitted.
You can complain to the UK Information Commissioner’s Office at ico.org.uk/make-a-complaint if you are unhappy with how we use your information. We would appreciate the opportunity to address your concern first.
Account deletion
If you have an account in the iOS app, open Account and choose Delete account. The account is deactivated and its account profile is anonymised so sign-in stops working. The profile picture is removed where present.
Claim, property, room-scan, document, financial, audit, and communication records may remain linked to the anonymised account where needed to administer a claim, meet legal or contractual duties, prevent fraud, or resolve a dispute. This prevents account deletion from destroying an interlinked claim history. You can request deletion help by email if you cannot access the app.
Changes and contact
We may update this policy when our services, providers, or legal obligations change. We will publish the updated version here and change the effective date. For privacy questions, deletion help, or rights requests, contact us using the details above or visit our contact page.
Privacy contact
If you need a copy of your information, want to close an account, or have a concern about a claim record, contact our team directly.
info@insuranceclaimhelp.co.uk