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Journey

Terms of Service

Last updated: August 2026

1. What Data We Collect

We collect only the information needed to provide and administer extended service agreements (ESAs). This includes:

  1. Customer contact information (Name, Address, Email, Phone Number, IP Address)
  2. Equipment and installation details (Serial Numbers, Model Numbers, Purchase Dates, Warranty Type)
  3. Program Data (ESA Contract Numbers, Pricing, Claims Documentation)
  4. Dealer, Manufacturer, and Retailer data required to validate equipment and process coverage.

No unnecessary or unrelated customer data is collected.

2. How Data Is Collected

Data is collected through multiple operational processes tied to warranty sales, registration claims, and marketing. These include:

  1. Secure API Integrations
    1. Dealer CRM/FSM platforms
    2. Manufacturer APIs
    3. Retailer APIs
    4. File Export
  2. Warranty Registration Data
  3. Claims Data
  4. Aftermarket Lead and Data Aggregation
  5. Existing data provided by AIG® to support contract creation and servicing

All data transfers use encrypted, authenticated channels.

3. How Data Is Stored

All customer and program data is stored in Microsoft Azure SQL Server Managed Instances:

  • Encrypted at rest
  • Encrypted in transit
  • Access is limited to authorized personnel under strict role-based controls
  • Continuous monitoring and modern cloud security protections

Backups are also encrypted and maintained in geographically distributed locations for redundancy.

4. How Data Is Used

Journey Connected Data processes personal data in accordance with applicable data protection laws, including but not limited to GDPR, CCPA/CPRA, and other relevant U.S. state and federal privacy regulations, where applicable. Data is used solely for:

  1. Creating and managing warranty contracts
  2. Processing claims
  3. Communicating with customers about coverage
  4. Providing reporting to AIG and authorized clients
  5. Program analytics

We do not sell personal data. We do not use identifiable personal data for marketing without explicit written authorization.

5. How Data Is Shared

Data is only shared with, and only to the extent required for, program execution:

  1. Service Net Warranty, LLC, part of AIG (the program administrator and obligor)
  2. Authorized dealers, manufacturers, and retailers involved in the ESA program

All third parties must meet contractual confidentiality, privacy, and security requirements.

6. Security Protections

Journey Connected Data maintains administrative, technical, and organizational safeguards and may, upon reasonable request, provide summary information regarding security controls or independent assessments, subject to confidentiality obligations. Our security program includes:

  1. Encryption in transit and at rest
  2. Multi-factor authentication for system access
  3. Secure file transfer protocols
  4. Continuous monitoring and logging
  5. Regular vendor security reviews
  6. Incident response procedures aligned with regulatory expectations

If a security incident occurs, AIG is notified within 2 days and both parties cooperate in investigation and remediation.

7. Data Retention & Disposal

We support reasonable data subject requests, including access, correction, and deletion of personal data, as required by applicable law. Requests are handled through the program administrator or designated client contact.

  1. Records are kept only as long as legally required or needed to service existing contracts.
  2. When no longer needed, data is securely deleted or returned.
  3. Deletion is performed in a manner that makes data unrecoverable.

8. Disaster Recovery & Continuity

Critical systems and data are protected by:

  1. Redundant, geographically distributed infrastructure
  2. Automated failover
  3. Regular disaster recovery testing
  4. Encrypted backups

This ensures continuity of service even during outages or emergencies.