Privacy Policy

1.About this policy

TrustLine BPO Ltd (“TrustLine BPO”, “we”, “us”) operates lead generation and contact center services. This policy explains what we do with the information you give us through trustlinebpo.com and our quote request sites, including medicare.trustlinebpo.com and finalexpense.trustlinebpo.com.

Our quote request services are offered to residents of the United States only. We are a company registered in England and Wales, with operations in Oldham, England and in Texas, United States.

This policy does not cover the insurance agents, agencies and carriers we introduce you to. Once your information reaches them, their own privacy policies apply. It also does not cover work we perform on behalf of a business client, where we act under that client's instructions and their policy applies.

2.Information we collect

What you give us. Your name, phone number, email address, mailing address, ZIP code and state, date of birth and gender, and the coverage details you enter on the form. On final expense forms that includes tobacco use, height, weight and a general health rating. On Medicare forms it includes your enrollment status and whether you receive Medicaid or Extra Help. We treat health related answers as sensitive information and use them only to obtain the quote you asked for.

Please do not send us a Social Security number, Medicare Beneficiary Identifier, payment card number or medical records. We do not need them and will delete them if received.

Your consent record. When you submit a form we store the exact disclosure text shown to you, the date and time, the page address, your IP address and browser, and a certification token issued by an independent verification provider. Telephone consumer protection law requires us to be able to prove consent, so we keep this record.

Automatically. Cookies and similar technologies, server logs, pages viewed, referring address, campaign parameters such as UTM tags, and approximate location from your IP address and ZIP code. We do not collect precise device location.

From others. Marketing partners and publishers who pass us requests submitted on their own pages, along with the consent record captured there; phone and address validation services; and agents who report back whether a referral led to a quote.

3.How we use it

• To connect you with licensed insurance agents who can quote the coverage you asked about, and to contact you about that request.
• To check the request is genuine, validate the phone number and email address, and screen against do-not-call lists.
• To keep proof of the consent you gave, which we may need to produce for a regulator, a carrier audit or a legal claim.
• To meet our legal obligations, including telemarketing, do-not-call and Medicare marketing rules.
• To run and improve our sites, measure campaigns, train our agents and prevent fraud.

4.Who we share it with

We also share information with service providers who work for us under contract, including hosting, CRM, phone and text messaging platforms, call recording, analytics, and phone and address validation. Our forms run scripts from lead certification providers such as Jornaya and TrustedForm, which independently record how and when consent was given.

We share with advertising and analytics partners only where you have accepted those cookies. We also share where the law requires it, to defend a legal claim, or with a buyer if our business is sold.

We do not share your information with anyone for a purpose unrelated to the request you submitted, and we have never knowingly sold the information of anyone under 16.

5.Calls and text messages

Calls are recorded. Calls to and from our contact center are recorded and may be monitored for quality, training and compliance. You are told this at the start of the call. If you do not want to be recorded, tell the agent and we will end the call. Federal rules require Medicare sales and enrollment calls to be recorded in full, so recording cannot be turned off on those calls.

Text messages. If you consent, we may text you about your request. Message frequency varies. We do not charge for messages, but message and data rates from your carrier may apply. Carriers are not liable for delayed or undelivered messages.

Stopping contact. Reply STOP to any text, or HELP for help. Tell an agent on a call that you want to be added to our do-not-call list. Use the unsubscribe link in any email. Or email info@trustlinebpo.com or call +1 (512) 678-3464. A request made through any reasonable method is valid, and we act on it promptly.

Your phone number is shared with the agents described in section 4, who may text you under their own programs. If you want them to stop, ask them directly as well, since they keep their own lists. Apart from that referral we do not sell or share phone numbers or SMS consent for unrelated marketing.

6.Cookies and tracking

We use cookies that are strictly necessary for the site to work, plus functional, analytics and advertising cookies. You can set your preferences through the cookie banner and change them any time through the cookie settings link in our footer, or block cookies in your browser.

The lead certification scripts on our forms are necessary for our compliance obligations and are not used for advertising.

We honor the Global Privacy Control and similar universal opt-out signals as a request to opt out of sale, sharing and targeted advertising for that browser. Because the signal is tied to a browser rather than to you, use section 7 if you want an opt-out that follows your record.

7.Your privacy rights

Depending on your state, you may have the right to know what we hold about you, get a copy, correct it, delete it, opt out of sale and sharing, limit our use of sensitive information, and appeal if we say no. We will not treat you differently for exercising any of these rights.

To make a request, email info@trustlinebpo.com with the subject Privacy Request. Tell us what you want and include the name, phone number, email address and ZIP code you used, so we can find your record. We verify your identity before acting on a request about specific information, and we use what you send for verification only.

We aim to acknowledge within ten business days and respond within forty-five days, with one extension if the request is complex. You may use an authorized agent, and we will ask for written permission signed by you.

Opting out of sale and sharing does not cancel a request you already submitted. To stop an agent who already has your details from contacting you, use section 5.

8.How long we keep it

We keep quote request records and consent records for at least five years, because telephone consumer protection claims can be brought within four years. Medicare sales, marketing and enrollment call recordings are kept for ten years, as federal rules require. Other call recordings are usually kept for one to two years. Do-not-call entries are kept indefinitely, because deleting them would mean contacting you again by mistake.

For those reasons we may decline part of a deletion request. If that happens we tell you which exception applies, delete everything else, and restrict what remains to that purpose only.

9.Security and where it is processed

We protect your information with encryption in transit, access limited to staff who need it, multi-factor authentication, staff confidentiality agreements and background checks, and controlled contact center floors where personal devices and removable storage are not allowed. No system is completely secure, and we cannot guarantee absolute security. If a breach affects you and the law requires notice, we will notify you.

Your information is stored on servers in the United States and is accessed by our teams and service providers in the United States, the United Kingdom and Pakistan. Some agents who call you may be located outside the United States. The same protections apply wherever it is handled.

10.Children

Our services are for adults. We do not knowingly collect information from anyone under 18, and our forms require you to confirm you are 18 or older. If you believe a child has given us information, email info@trustlinebpo.com and we will delete it.

11.Changes and contact

We update this policy when our practices or the law change. The last updated date at the top shows when the current version took effect, and we will give notice on our sites before a material change takes effect.