Client Communication Policy

Effective date: October 19, 2026.

Clear communication helps keep consulting projects on track, protects client information, and reduces misunderstandings about scope, decisions, deadlines, and responsibilities.

Primary Communication Channels

The primary communication methods for an engagement will be identified during onboarding or in the applicable engagement documents. Email and scheduled meetings are generally used for substantive project communication. Social-media messages and other informal channels should not be used for sensitive information, formal approvals, or material project decisions unless specifically agreed in writing.

Response Times

Claim Clarity Consulting will make reasonable efforts to respond to client communications within two business days. Messages received outside normal business hours, on weekends, or on holidays will be treated as received on the next business day. Some matters may require additional research, review, or coordination; in those cases, an acknowledgment may be provided before a complete response is available. Response times may also be longer during scheduled closures or periods of unusually high demand.

Meetings

Meetings should be scheduled through the designated booking system or agreed directly for active projects. Meeting agendas, notes, follow-up emails, or action items may be used to document project discussions, decisions, responsibilities, and next steps.

Urgent Requests

Claim Clarity Consulting does not provide emergency or on-demand response services and does not guarantee immediate or same-day responses unless an expedited service, response time, or other arrangement has been separately agreed in writing.

Sensitive Information

Clients should not send protected health information (PHI), passwords, system credentials, payment-card information, or other regulated or highly sensitive information through ordinary email, social media, public forms, or other unsecured channels. If an engagement requires sensitive information or system access, Claim Clarity Consulting will identify an appropriate method and any required agreements before that information or access is provided.

Client Decisions and Approvals

Clients are responsible for providing timely information, access, approvals, decisions, and feedback needed for the engagement. Delays in those items may affect project schedules, milestones, and delivery dates.

Written Confirmation

Material changes to scope, deliverables, assumptions, access, schedule, fees, or other engagement terms must be confirmed in writing and may require a written amendment or Change Order under the applicable engagement documents.

Conflicting Instructions

If instructions received through different channels conflict, Claim Clarity Consulting may pause the affected work and request written clarification before proceeding.

Relationship to Engagement Documents

This policy provides general communication expectations and does not expand, replace, or modify a signed Consulting Services Agreement, Statement of Work, Change Order, Business Associate Agreement, secure-access addendum, or other written engagement document. If a written agreement conflicts with this policy, the applicable signed agreement controls.