Privacy Policy
Claims Assist Limited ("ClaimsAssist", "we") is the data controller for the personal information collected on this website. This policy explains what we collect, why, who we share it with and what you can ask of us.
What we collect, and why
Checking and submitting a claim
What: Your name, email, phone, country of residence, flight and route details, what happened, what you paid for the ticket if you tell us, and any extra costs you list.
Why: To assess your flight, contact you about it and, if you instruct us, pursue the claim. We need this to take the steps you have asked for and to perform our agreement with you.
Signing a Letter of Authority
What: Your date of birth, address, booking reference, the names and dates of birth of other passengers you add, your signature, the name you typed, the date and time, the version of the document shown and the IP address you signed from. Bank details, if you give them, for paying you.
Why: To act for you and to evidence that the authority is genuine — airlines and regulators can and do challenge it. Needed to perform our agreement with you.
Flight Watchdog
What: The flight number and date you register, your name, your email, and a phone number and route if you choose to give them.
Why: Only to monitor that flight and to email you once if the flight record shows it was cancelled or seriously delayed. You ask for this when you register, and can ask us to remove a registration at any time.
The assistant (chat)
What: The messages you type into the chat.
Why: To answer your question. Messages are sent to Google's Gemini service to generate the reply and are not stored by us. Please do not put passwords, card numbers or identity numbers into the chat.
Leaving your details when we can't take a claim on
What: The same details as a claim check, without any signature.
Why: To send you a written summary of where you stand and, if you asked us to, to tell you should our coverage change.
We do not use your information for marketing, and we never sell it. This website does not use advertising or analytics cookies.
How we use AI on your claim
Our staff use an AI assistant to help them read a claim: to summarise it, to check it against the regulations, to read an airline's reply and to read the documents you send us as evidence. To do this, your name, your flight and booking details, your account of what happened, the ticket price, the airline's replies and your evidence documents are sent to Google's Gemini service. Your email address, phone number, signature, bank details and the identity numbers we hold in our records are not sent. A document you send as evidence is sent as it is, so anything printed on it is included.
The assistant only advises. It does not decide whether we take your claim, what it is worth or how it ends: a member of our staff makes every decision and checks what the assistant says against your file. We do this because it helps us handle claims accurately and without delay. If you would rather your claim was not read this way, tell us at info@claimsassistltd.com.
Who we share it with
Where you have instructed us on a claim, we share what is needed to bring it with the airline concerned and, if the claim is escalated, with the Nigeria Civil Aviation Authority or another body dealing with it.
We use service providers to run this website, who process information on our behalf: Google (Firebase and Google Cloud) for hosting, the database and file storage, and the Gemini service for the chat assistant and for the AI assistant our staff use on claims; Hostinger for email; and AeroDataBox for flight records, to which we send flight numbers and dates only, never your identity.
Our database is hosted by Google in the United States, so your information is transferred to and stored outside Nigeria.
Claims previously referred to our partner
We do not currently refer claims to anyone. Claims on flights outside Nigeria that were accepted while that referral was open are handled by ReclaimMyFlight, a trading style of Reclaims4U Ltd (company number 06651869, 1.02b Boatshed, Office Village, Unit 12 Exchange Quay, Salford, M5 3EQ). For those claims, they hold the information needed to bring them — name and contact details, date of birth, address, flight and booking details, and the signed Letter of Authority — and are a separate data controller for it under their own privacy notice, published at reclaimmyflight.com/privacy. Claims under the Nigeria Civil Aviation Regulations 2023 are handled by Claims Assist Limited directly and are not passed to any claims partner.
How long we keep it
We keep claim records while a claim is open and afterwards for as long as we need them to answer questions about the claim, deal with complaints and meet our legal obligations. Watchdog registrations and details left without a claim are kept until they are no longer needed for the purpose you gave them for. You can ask us to delete your information at any time, and we will do so unless we are required to keep it.
Security
Sensitive identity and payment information collected during the claim process is encrypted at rest. Bank details you give us are encrypted before they are stored — they are never held in readable form. Signed documents are stored where they cannot be reached by a web link.
Your rights
You can ask us for a copy of your personal information, to correct it, to delete it, or to stop using it, by contacting info@claimsassistltd.com. If you are not satisfied with our answer, you can complain to the Nigeria Data Protection Commission. See also our complaints page.
Last updated 2 October 2026.