Privacy Policy

1. Who we are

LatchCRM.live is a customer relationship management platform operated by Latch the Company LLC ("Latch," "we," "us," "our") for insurance agencies. This Privacy Policy explains what we collect, why, how it is protected, and your choices.

Business address: 108A Mason Ln, Oak Ridge, TN 37830. Contact: liam@latchtc.com.

2. What we collect

LatchCRM handles two categories of people:

• Agents / users (people with logins): name, email, phone, login credentials, agency/business info, license numbers when provided, and payment-related metadata (card numbers are handled by our payment processor; we do not store full card numbers).
• Leads / clients (people agents work with): contact info (name, phone, email, address), demographic and eligibility information relevant to insurance quoting/underwriting (for example date of birth, tobacco use, height/weight, and in some workflows health or beneficiary information), and communication records (call/SMS/email logs; recordings when enabled). Where required for a carrier application, Social Security Number or similar identifiers may be collected by the agent through the platform.

3. How we use information

• To operate the CRM: store, organize, and surface records for the agency that owns them
• To enable agent workflows: calling, SMS, email logging, pipelines, quoting support, commissions, and related automations the agency configures
• To communicate with agents about their accounts and service
• To maintain security, prevent abuse, and meet legal obligations

We do not sell personal information. We do not share personal information with third parties for those third parties' unrelated marketing. Client underwriting data (including health information and SSNs) is used only to provide the CRM functions the agent directs — not for Latch's own marketing analytics or sale.

4. Agency data isolation

Each agency's data is logically separated (including row-level security at the database layer) so one agency cannot access another agency's leads, clients, or communications under normal operation.

5. Sensitive data handling

• Encrypted in transit (TLS) and at rest
• Access limited to the owning agent/agency and teammates they authorize within that organization
• SSNs and health-related underwriting data are not used for Latch marketing and are not sold or shared for unrelated third-party marketing
• Retention: retained while the agency account is active and thereafter as needed for insurance producer recordkeeping (commonly several years) and legal obligations. Deletion requests are honored subject to those obligations.

6. Communications & consent

Agents and agencies are responsible for obtaining required consent before SMS, calls, or email outreach through LatchCRM. LatchCRM provides consent-capture tools and carrier registration workflows (including Twilio A2P 10DLC) to support compliant messaging. Marketing emails include unsubscribe mechanisms and our physical business address where applicable.

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Text messaging originator opt-in data and consent are never sold, rented, or shared with any third party. Sharing with subcontractors that support the messaging program itself (such as our SMS delivery provider or customer support) is permitted solely to operate the program; all other categories of sharing exclude this data.

For SMS program details, including how to opt out, see our Terms of Service & SMS Terms.

7. Service providers

We use processors who help us run the product. They process data only to provide their services to us, under contractual obligations appropriate to the service:

• Hosting and database: Supabase
• Voice and SMS: Twilio
• Payments: Stripe
• Email delivery: transactional email providers configured for the service
• AI features (assistant / structured extraction): Google Gemini and/or Anthropic, when an agency uses those features

8. Your rights

Depending on where you live, you may have rights to access, correct, or delete personal data, or to opt out of certain processing. Contact us at liam@latchtc.com. For SMS, you can also reply STOP to opt out of texts from that program (see Terms).

9. Children

LatchCRM is not directed at children under 13 and we do not knowingly collect data from them, except where a minor is named as a beneficiary by an adult applicant.

10. Changes

We may update this policy from time to time. We will revise the effective date above and, for material changes, notify active agents via email or in-product notice when appropriate.

11. Contact

Latch the Company LLC
108A Mason Ln, Oak Ridge, TN 37830
liam@latchtc.com