Privacy Policy

Introduction

Find Health Insurance Solutions, LLC, which operates the website coverhealthca.com ("we," "our," or "us"), is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website or use our services.

Information We Collect

Personal Information

We may collect personal information that you voluntarily provide to us when you:

• Request health insurance quotes
• Submit a contact form
• Enroll in a health insurance plan
• Subscribe to our newsletter or communications
• Write to our chat assistant (see AI Chat Assistant)

This information may include:

• Name, address, email address, and phone number
• Date of birth and Social Security Number (for enrollment purposes)
• Health information (as required for insurance applications)
• Financial information (household income for subsidy calculations)

Automatically Collected Information

When you visit our website, we may automatically collect certain information, including:

• IP address and browser type
• Operating system and device information
• Pages viewed and time spent on pages
• Referring website addresses

We count visits to our websites with web analytics that does not use cookies. See Web Analytics.

On our application site, we may also record how you use the pages, but only if you allow it. See Session Recording on the Application Site.

Error Reports

When a page on our websites runs into a technical error, the page or our server sends us an error report with the error message, the technical details of where in our code it happened, the address of the page and of the pages opened just before the error (each without the part after "?"), and your browser and operating system. We remove email addresses, phone numbers, Social Security Numbers and similar details before a report is sent, and reports do not include your IP address. Error reports go to an error tracker that we run ourselves (errors.coverhealthca.com), are not shared with anyone and are deleted after 30 days.

Our application site also keeps its own record, on our servers, of the validation messages it shows and of buttons that do not respond or pages that stop working, so we can fix problems. Each record holds the message (for example, that a required field is empty), the name of the field but never what you typed in it, technical details such as the label of the button, the step of the application, the time, your IP address and browser, a random browser ID that a cookie named browserId keeps for 30 days (the same cookie ties your application to that browser) and, once you have started an application, the application it belongs to. Only the people who maintain and support our application site see these records, and we delete them 90 days after they are made.

How We Use Your Information

We use the information we collect to:

• Provide health insurance quotes and enrollment services
• Process and complete health insurance applications
• Communicate with you about your inquiries and services
• Send you important updates about your coverage
• Improve our website and services
• Comply with legal obligations
• Prevent fraud and enhance security

SMS / Text Message Communications

If you provide your mobile number and check the SMS opt-in box on our scheduling form or insurance application, or confirm on the text alert page linked from our emails, you consent to receive transactional SMS messages from Find Health Insurance Solutions, LLC. The messages are:

• A welcome text when your enrollment is complete
• Appointment reminders 24 hours and 1 hour before a consultation you booked
• Identity-verification and document requests when Covered California requires them, with up to two reminders
• Prepared service messages your agent may send you about your own appointment, application or enrollment
• Replies to HELP and STOP keywords

Message frequency varies; typically 1-6 messages per month related to your appointments and enrollment. Message and data rates may apply depending on your wireless plan. Reply STOP at any time to opt out, HELP for help, or contact us at [email protected] to revoke consent in writing.

We do not share or sell SMS opt-in data, mobile phone numbers, or SMS-related consent records with third parties for any purpose, including marketing. Opt-in information is used solely to deliver the SMS program described above and is retained internally by Find Health Insurance Solutions, LLC.

Consent to receive SMS is not required to use our services or apply for health coverage. You may continue to interact with us by phone or email regardless of whether you opt in to text messages.

See SMS Terms & Consent for the full program description, the consent wording and sample messages.

Disclosure of Your Information

We may share your information with:

• Insurance Carriers: To obtain quotes and process enrollments
• Covered California: As required for enrollment in state marketplace plans
• Service Providers: Third-party vendors who assist us in operating our website and conducting our business
• AI Chat Provider: Google receives the messages you type into our chat assistant, to write the answers (see AI Chat Assistant)
• Legal Authorities: When required by law or to protect our rights

All traffic to and from our websites, including the web analytics, session recordings and error reports described in this policy, passes through our network provider, Cloudflare, which protects and delivers our sites. On some of our forms, such as the contact and appointment forms, Cloudflare Turnstile checks that a person and not an automated program is sending the form, using technical information from your browser.

We will never sell your personal information to third parties for marketing purposes.

The categories above exclude text messaging originator opt-in data and consent: this information will not be shared with any third parties, except service providers (such as our SMS delivery provider) that process it solely to deliver our text messages on our behalf.

HIPAA Compliance

As a licensed insurance agency, we are committed to protecting your health information in accordance with the Health Insurance Portability and Accountability Act (HIPAA). We maintain appropriate physical, electronic, and procedural safeguards to protect your protected health information (PHI).

California Privacy Rights (CCPA)

If you are a California resident, you have specific rights regarding your personal information:

• Right to Know: You can request information about the personal data we collect, use, and share
• Right to Delete: You can request deletion of your personal information
• Right to Opt-Out: You can opt-out of the sale of your personal information (we do not sell personal information)
• Right to Non-Discrimination: You will not receive discriminatory treatment for exercising your privacy rights

To exercise these rights, please contact us at [email protected]

Data Security

We implement appropriate technical and organizational security measures to protect your personal information, including:

• SSL/TLS encryption for data transmission
• Secure data storage with encryption at rest
• Access controls and authentication
• Regular security assessments and updates

While we strive to protect your information, no method of transmission over the Internet is 100% secure.

Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our website. You can control cookie preferences through your browser settings. Note that disabling cookies may limit some functionality of our website.

Browser privacy signals (Do Not Track and Global Privacy Control). When your browser sends a Do Not Track or Global Privacy Control signal, our pages do not load the web analytics, and our application site treats the signal as a no to session recording and does not ask. See Web Analytics and Session Recording on the Application Site.

Web Analytics

Our website, coverhealthca.com, and our application site, apply.coverhealthca.com, count visits with Matomo, open-source web analytics software that runs on our own server (uples.com), not at an analytics company. It records the pages you open, the page that brought you to our site, links you follow to other sites and files you download, when you visit and how long you stay, how quickly the pages load, and your browser, operating system, device type, screen size and language. Like any web server, it receives your IP address, and it may estimate your approximate location (country, region and city) from it.

• No cookies. The analytics does not store cookies or similar identifiers in your browser.
• Web addresses are shortened in your browser. Before anything is sent, the part of each web address after "?" or "#" is removed, and so are personal codes in links, such as the code in a link to upload a document or manage an appointment. For example, when our quote form opens the application with your income, household size and ZIP code in the link, the analytics does not receive them.
• Browser privacy signals. If your browser sends a Do Not Track or Global Privacy Control signal, our pages do not load the analytics, and your visit is not counted.
• How long we keep it. Before a visit is stored, your IP address is shortened, so the full address is not kept. The record of each visit is deleted after 13 months; only totals that do not identify anyone, such as the number of visits to a page, are kept longer.
• Use. We use the analytics only to see how our sites are used so we can improve them. We do not sell analytics data, we do not share it for advertising and we do not use it to find out who you are.

Session Recording on the Application Site

Our online application at apply.coverhealthca.com can record how you use its pages, but only if you agree. Before anything is recorded, we ask whether you allow it. Nothing is recorded before you choose Allow, and nothing is recorded while your choice is No thanks. Our main website, coverhealthca.com, does not use session recording.

What We Record

If you allow it, we may record:

• How you use the pages: the pages you open and the page that brought you to the application (each web address without the part after "?" or "#" and without personal codes in links), clicks and taps, scrolling, mouse movement, how long each step takes and how quickly the pages load
• Which boxes you check and which options you choose, where the page does not hide them. Answers to personal questions are hidden.
• What the pages look like: their layout and standard text, with your personal details hidden or masked
• Messages the pages show you, such as "This field is required"
• Your browser, operating system, device type, screen size and time zone
• Your approximate location (country, state and city), which our recording server estimates from your IP address
• Your application number (it looks like APP-20261004-0123), once you have sent your application. It is added to the recording of that browser tab on the page that confirms your application, so we can find the recording if you contact us for help. It is the number we give you for your application, not your name or contact details.

Under the California Consumer Privacy Act, these are identifiers, internet or other electronic network activity information, and geolocation data (approximate, not precise).

What We Do Not Record

• Anything you type. In your browser, before anything is sent, every entry is replaced with asterisks (*) or left out, so the recording does not contain your name, date of birth, Social Security Number, income, address, phone number or email address.
• Personal details shown on the pages, such as names, ages, income, Social Security Numbers, health and pregnancy answers, race and ethnicity, citizenship and immigration answers, household answers, subsidy amounts and your plan's cost-sharing level. In your browser, before anything is sent, these are either hidden (left out of the recording) or masked (replaced with asterisks).
• The information your browser sends to our servers when you submit your answers, and the part of web addresses after "?" or "#".
• Messages in your browser's developer console and technical error messages. These go only to our error reports (see Error Reports).

We designed the recording so that it does not contain sensitive personal information, and we never use recordings to draw conclusions about your health, immigration status or other personal characteristics.

Why We Record

We use recordings only to find and fix problems in the application, to see where applicants get stuck so we can make the pages easier to use, and to help you if you contact us about a problem with your application. We do not use recordings for advertising or to make any decision about your application, eligibility or coverage.

Where Recordings Are Kept and Who Sees Them

Recordings are sent over an encrypted connection to a recording server that we run ourselves on a computer we rent for this purpose (replay.coverhealthca.com), using the open-source software OpenReplay. On the way, they pass through our network provider, Cloudflare, which carries all traffic to and from our websites. We do not use an outside recording company. Only the people who maintain and support our application site can view recordings.

We do not sell recordings and we do not share them with anyone for advertising. We would disclose a recording only if the law requires it.

How Long We Keep Recordings

Recordings, and the information stored with them, are deleted automatically 90 days after your visit.

Your Choices

• We ask first. The question appears in a bar on the application pages, usually at the bottom of the screen, until you answer it, and nothing is recorded until you choose. Some pages are never recorded and do not show the question: a page opened through a link that carries your quote details or a personal code (such as the link from our website's quote form, a link to continue your application or upload a document, or the link back after you schedule a call), and the page for scheduling a call.
• Agreeing to the application's terms is not agreeing to recording. Only Allow turns recording on.
• Browser privacy signals. If your browser sends a Global Privacy Control or Do Not Track signal, we treat it as "No thanks" and do not ask. You can still turn recording on with Recording settings.
• How long we remember your choice. "No thanks" is remembered in your browser on that device for 12 months. When it runs out, or if your browser data is cleared sooner, we ask again. "Allow" counts only in the browser tab where you chose it and ends when that tab is closed; a new tab asks again. On a shared computer or phone, close the tab or choose "No thanks" in Recording settings when you are done.
• Change your mind at any time with the Recording settings link at the bottom of every page of the application site. If you turn recording off, it stops right away, in that tab and in any other tab of the application site open in the same browser. Recordings made before that are deleted after 90 days, or sooner if you ask (see Deletion).
• Your answer does not affect your application. The application and our service are the same whether or not you allow recording.
• Deletion. To have recordings of your visits deleted before the 90 days are up, email us at [email protected] with your application number or the email address you used in the application. We will delete the recordings we can connect to you.

AI Chat Assistant

Our website and our application site offer a chat assistant that answers general questions using artificial intelligence (AI). Using it is optional. You can always call or email us instead.

• What goes to the AI provider. To write each answer, our server sends your messages in that chat, together with our own instructions and background information, to Gemini, an AI service of Google, an outside company. We do not add your name, email address, IP address or the answers in your application, but everything you type into the chat is sent as you typed it.
• Do not type personal information into the chat, such as your Social Security Number, date of birth, income, health conditions, immigration status, account numbers or passwords. For help with your own application or coverage, call or email us.
• Google's use. Google processes the messages under its own terms for the Gemini service. Those terms may allow Google to keep them for a time and to use them to improve its products, which can include review by people at Google.
• What we keep. We store each chat on our servers: your messages and the answers, the page you were on, the time, your IP address and browser, and a random ID for the chat. On the application site, the chat is linked to your application. If you choose to give us your name, email address or phone number in the chat, we store them too and may contact you about your question. We keep chats as long as we need them to answer and follow up on your questions and to improve the assistant, and we delete them if you ask us to.
• Answers can be wrong. They are general information written by a computer program, not advice from a licensed agent.

Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of these external sites. We encourage you to read their privacy policies.

Children's Privacy

Our services are not directed to individuals under the age of 18. We do not knowingly collect personal information from children.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time. We will notify you of any changes by posting the new Privacy Policy on this page and updating the "Last Updated" date.