SMS Verbal Consent Policy

1. Business Name

Northstar Public Adjusting
DBA: Northstar

2. Messaging Use Case

Northstar Public Adjusting uses SMS messages for customer care and claim-related communication only.

Messages may include:

• Appointment confirmations
• Inspection scheduling updates
• Document requests
• Claim status updates
• Responses to customer questions
• Follow-up communication related to an active or potential insurance claim

Northstar Public Adjusting does not use SMS messages for cold outreach, purchased lead lists, spam, or mass marketing campaigns.

SMS messages are sent only to customers, potential customers, or referral partners who have given permission to receive text messages.

3. Opt-In Type

Verbal Opt-In

Consent is collected verbally during a phone call, in-person intake, onboarding call, or claim intake conversation.

4. Full Verbal Consent Script

When speaking with a customer, potential customer, or referral partner, our staff uses the following script before sending any SMS messages:

“Would you like to receive text messages from Northstar Public Adjusting at this mobile number regarding your claim or inquiry? These messages may include appointment confirmations, claim status updates, document requests, and responses to your questions. Message and data rates may apply. You can reply STOP at any time to opt out. Do we have your permission to send you these text messages?”

If the customer says yes, our staff records the consent in the customer's CRM profile.

If the customer says no, our staff marks SMS consent as No and no SMS messages are sent.

5. How Consent Is Recorded

When verbal SMS consent is received, our team records the consent in the customer's CRM contact profile.

The following information is stored:

• SMS Consent: Yes
• Consent Date: Date when consent was received
• Consent Source: Phone call or in-person intake
• Phone Number: Mobile number approved by the customer for SMS communication

6. STOP Opt-Out Handling

Customers can opt out of SMS messages at any time by replying STOP.

When a customer replies STOP, SMS messaging to that customer is stopped, unless they provide new consent in the future.

• Update SMS Consent to No
• Stop all SMS communication to that phone number
• Use phone calls or email for future communication unless the customer gives new SMS consent

7. Internal Compliance Statement

Northstar Public Adjusting sends SMS messages only to individuals who have provided consent. Consent is documented in the customer's CRM profile and opt-out requests are honored immediately.

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