Privacy Policy

1. Information We Collect

Information you provide to us

What we collect depends on how you interact with us. It may include:

• Identity and contact information — name, mailing address, email address, and telephone number, whether provided for yourself or on behalf of a family member or resident for whom you are seeking assistance.

• Inquiry and intake information — information you share when you request a consultation, download a guide, complete a form, or communicate with us by phone, email, text, or chat, which may include information about a loved one’s care needs, living situation, and finances.

• Client engagement information — if you engage our services, we collect the information necessary to prepare and process a Medicaid application, which may include Social Security numbers, dates of birth, Medicare and Medicaid identifiers, citizenship and residency documentation, marital and family information, income, assets, bank and investment records, insurance policies, deeds and titles, VA benefit information, and health, disability, and functional-status information relevant to eligibility.

• Payment information — billing details needed to process payment for our services. Card payments are processed by third-party payment processors; PBS does not store full card numbers on its own systems.

• Professional-portal information — login credentials and case-related information submitted by attorneys, facilities, and other professionals through our secure professionals portal.

Information collected automatically

When you visit the Site, we and our service providers may automatically collect information through cookies, pixels, and similar technologies, including your IP address, device and browser type, operating system, pages viewed, links clicked, referring pages, approximate location, and the dates and times of your visits. We use analytics and advertising tools, which may include Google Analytics and the Meta pixel, to understand how visitors use the Site and to deliver and measure advertising. You can manage cookies through the consent banner on the Site and through your browser settings; disabling cookies may limit some Site functionality. You can learn about Google’s practices at google.com/policies/privacy/partners and opt out of Google Analytics at tools.google.com/dlpage/gaoptout, and learn about Meta’s practices at facebook.com/privacy/policy.

Our Site does not currently respond to browser “Do Not Track” signals.

Information from other sources

With appropriate authorization, we collect information from third parties as part of providing our services — for example, records requested from banks, insurers, annuity carriers, healthcare and long-term care providers, and government agencies. We may also receive contact information from referral sources such as attorneys, facilities, and financial professionals, and from publicly available sources. If you provide us with information about another person, you represent that you are authorized to do so — for example, as a spouse, family member, agent under a power of attorney, guardian, or other authorized representative.

2. Sensitive Information and Health Information

Medicaid eligibility work necessarily involves sensitive information, including health, disability, and detailed financial information. We collect this information only as needed to evaluate eligibility, prepare and process applications and related filings, and support our clients and their professionals. We do not sell sensitive information, and we do not use client case information for advertising or marketing purposes.

PBS is not a healthcare provider, health plan, or healthcare clearinghouse. When we receive health information from healthcare providers, facilities, or other covered entities in connection with a case, we protect it in accordance with our contractual obligations, the authorizations you provide, and applicable law. We maintain written confidentiality and data-protection commitments with the vendors that host or support our case-management systems.

3. How We Use Information

We use personal information to:

• Respond to your inquiries and provide the information

or consultations you request;

• Evaluate Medicaid eligibility and prepare, file, and

process applications, renewals, and related submissions on behalf of our clients;

• Communicate with clients, family members, authorized

representatives, attorneys, facilities, and government

agencies about a case, including status updates;

• Process payments and administer client accounts and

our professionals portal;

• Send newsletters, educational content, and marketing

communications to those who have requested them or

with whom we have a business relationship (you can

opt out at any time);

• Operate, secure, analyze, and improve the Site and our

services;

• Detect, investigate, and prevent fraud, security

incidents, and misuse;

• Comply with applicable laws, regulations, and legal

process, and establish, exercise, or defend legal claims;

and

• Fulfill any other purpose disclosed to you at the time of

collection or with your consent.

4. How We Disclose Information

We do not sell personal information. We disclose personal information only as described below:

• Government agencies. We submit information to the Florida Department of Children and Families, the Agency for Health Care Administration, the Social Security Administration, the U.S. Department of Veterans Affairs, and other agencies as necessary to pursue the benefits our clients have engaged us to pursue, acting under the authorizations our clients sign.

• Your professionals. With your knowledge and direction, we share case information with the attorneys, financial professionals, insurance carriers, and long-term care providers involved in your matter.

• Service providers. We use vendors for secure hosting, case management, communications, payment processing, analytics, and marketing. These vendors are permitted to use personal information only to provide services to us and are subject to contractual confidentiality and security obligations.

• Legal and safety. We may disclose information to comply with law, regulation, subpoena, or other legal process; to respond to lawful requests from public authorities; to enforce our agreements; or to protect the rights, property, or safety of PBS, our clients, or others.

• Business transactions. If PBS is involved in a merger, acquisition, financing, or sale of assets, personal information may be transferred as part of that transaction, subject to reasonable confidentiality protections.

• With your consent or at your direction, including testimonials you authorize us to publish.

5. Security

We maintain administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, use, alteration, and destruction, informed by the FTC Safeguards Rule and Section 501.171, Florida Statutes. These measures include access controls, encryption of sensitive data in transit, staff confidentiality obligations, vendor due diligence, and audit practices appropriate to the sensitivity of the information we handle. No method of transmission or storage is completely secure, and we cannot guarantee absolute security. If a breach of security affecting your personal information requires notification under applicable law, we will notify you as the law requires.

A practical request: please do not send Social Security numbers, account numbers, or medical records through the general contact forms on the Site. Once engaged, clients receive instructions for transmitting case documents securely.

6. Retention

We retain personal information for as long as reasonably necessary to provide our services, maintain case records, satisfy legal, regulatory, accounting, and audit requirements, resolve disputes, enforce our agreements, and support renewals, redeterminations, and annual reviews we perform for clients. When information is no longer needed for these purposes, we dispose of it securely.

7. Your Choices

• Email. You may opt out of marketing email at any time by using the unsubscribe link in any marketing message or by contacting us. We may still send transactional or case-related communications.

• Text messages. If you have opted in to text messages, you may opt out at any time by replying STOP. Message and data rates may apply.

• Cookies and advertising. You may manage cookies through our consent banner and your browser, and may use the opt-out tools described in Section 1.

• Access and correction. You may request access to, correction of, or deletion of the personal information we hold about you by contacting us as described below. Note that we may be required to retain certain case records notwithstanding a deletion request.

8. State Privacy Rights

Depending on where you live, state law may give you rights regarding your personal information, which can include the right to confirm whether we process your information, to access and obtain a copy of it, to correct inaccuracies, to request deletion, and to opt out of targeted advertising or the sale of personal information. PBS does not sell personal information. To exercise any right available to you under applicable law, contact us using the information in Section 12. We will verify your identity before acting on a request, respond within the time required by applicable law (generally 45 days), and will not discriminate against you for exercising your rights. If we decline a request, we will explain why, and where applicable law provides an appeal process, you may appeal by replying to our response, and thereafter may contact your state attorney general or data protection authority.

9. Children

The Site and our services are directed to adults. We do not knowingly collect personal information from children under 13, and the Site is not intended for use by anyone under 18 except with the involvement of a parent or guardian. If we learn that we have collected personal information from a child in violation of this policy, we will delete it. Information about minor children may appear in client case files where relevant to eligibility (for example, household composition); such information is handled as client case information under this policy and the applicable service agreement.

10. Visitors From Outside the United States

PBS operates from the United States, and our services concern U.S. government benefit programs. If you access the Site from outside the United States — for example, as a family member of a Florida resident — you understand that your information will be transferred to, stored, and processed in the United States, where data protection laws may differ from those in your jurisdiction.

11. Changes to This Policy

We may update this Privacy Policy from time to time. When we do, we will revise the Effective Date above and post the updated policy on the Site. Material changes may also be communicated by email or a notice on the Site. Your continued use of the Site after an update constitutes acceptance of the revised policy to the extent permitted by law.

12. Contact Us

If you have questions about this Privacy Policy or our privacy practices, or wish to exercise your privacy rights, contact us:

Platinum Benefit Services, Inc.

P.O. Box 8087, Lakeland, FL 33802

Telephone: 800-582-1934