SMS Consent & Messaging Disclosures

About XactaClaim messaging

XactaClaim is a property claim workflow platform used by adjusters, public adjusters, and claim teams to organize claim files, client tasks, and communications. When messaging features are enabled for a workspace, the platform may send transactional SMS and MMS messages tied to an active claim file.

Messages are not marketing or promotional campaigns. Examples of transactional messages include:

• Claim status or task updates initiated by the adjuster
• Secure client portal links (URL only; portal PIN shared separately)
• Document or photo upload reminders
• Auto-chaser or overdue-item reminders when enabled
• Delivery or status notifications when supported
• Voicemail-received acknowledgments (when enabled)
• Callback or follow-up notices related to the claim

SMS/MMS depends on Twilio, carrier availability, workspace configuration, consent status, and applicable opt-out controls. Delivery is not guaranteed.

How clients opt in or update preferences

Claimants and clients typically opt in through their adjuster or claims representative before their mobile number is entered in XactaClaim and before the first transactional message is sent. Opt-in may be obtained in writing, electronically, or verbally, depending on the adjuster's compliance process and applicable law. Adjusters may record verbal SMS/MMS consent when creating or managing a claim.

Clients may also confirm, update, or revoke SMS/MMS notification preferences in the client portal when that feature is enabled.

Workspace users are responsible for obtaining and documenting appropriate consent before sending claim-related texts through the platform.

When SMS may be blocked

Outbound SMS/MMS may be blocked if consent is missing, revoked in the portal, the recipient has opted out via STOP or a similar keyword, or the current phone number no longer matches the consent snapshot on file. Portal PINs should not be sent in the same SMS as portal links.

Message frequency and rates

Message frequency varies by claim activity (for example, reminders when tasks are overdue or when an adjuster sends an update). Message and data rates may apply. Carriers and Twilio may process delivery and compliance keywords.

STOP, HELP, and START

• Reply STOP to opt out of further transactional texts from this sending number (carriers may also enforce opt-out).
• Reply HELP for help with claim-related messages.
• Reply START or UNSTOP to request re-subscription where supported by the carrier and your adjuster's process.

XactaClaim logs inbound compliance keywords and blocks outbound claim-related SMS to numbers that have opted out when the opt-out is recorded for the workspace.

Not for emergencies

XactaClaim is not intended for emergency communications. Do not rely on SMS for urgent safety or life-threatening situations.

No legal or insurance advice

XactaClaim does not provide legal advice, insurance advice, coverage determinations, or claim settlement advice. Messages are operational notices about an existing claim workflow only.

Related policies and contact

See our Privacy Policy , Email Notices and Terms of Service for how we handle phone numbers, message content, and retention.

Questions: hello@xactaclaim.com